American Swiss
Reviews and Complaints

I bought a ring on the first week of August 2019. It went for resizing. I took it after a week. After 1 month 3 weeks of wearing the ring it changed to black. I went to the store on 3rd of November, they said its customer damage i use chemicals like Domestos to clean but they will polish it then it should be fine. They polished the ring but when they give me back, i didn't see much difference but they told me if i want it to be fixed they can book it then i will have to pay. On the 4th of November i took it back because the polishing didn't really help. They told me i should come back on the 8th to collect it. I went back on the 8th but they told me they are still investigating the cause of the ring turning black. They will call me on the 11th or 12th. I waited until i decided to call on the 13th, that is when they only told me that i should pay R290 for it to be fixed. I agreed. I received the call on the 15th that the ring was back. I went to fetch it on 17th it looked really good and i was told to pay R145. Today is the 18th i can see the changes again, i only bathed and wash dishes. I use sunlight dish wash and sunlight bar for bathing. Is this still a customer fault?

I bought a wedding ring in October of the current year. I had to resize the ring as it did not fit my wedding finger. The ring went 3 letter sizes up. I then saw something I like more at Clearwater Mall. I then contacted the manager at Africa Mall that I would like to change my ring and pay the balance of the ring I saw at Clearwater Mall. I was then told that I cannot change my ring as it was resized.

My concern here is if American Swiss designed rings in atleast 5 letter sizes I wouldn't have had to resize it in the first place. My other concern is that, if American Swiss made sure to keep the same stock of rings I wouldn't have bought a ring I would later want to exchange once I saw something I like better.

I am extremely unsatisfied with American Swiss. I do not want to keep a ring I don't like and now I'm forced to wear something I am not happy with. I will never buy anything from such a supplier.

My fiance bought me a Tempo Watch and Bracelet Set on 18 October 2019 in cash at American Swiss in Greenacres. The watch has a main clock and three smaller dials - days of the week (set on Saturday), hours and minutes, but these do not work and the sales-lady did not inform us.
On Saturday, 19 Oct 2019, we both went in to remove a few links as the watch was too big - I did not notice the dial was not working because it was a Saturday and set on Saturday. The next day, Sun 20 Oct 2019 I noticed that all three dials were still the same. I left the watch in PE as I was out of the City for the week and I did not wear the watch since 19 Oct 2019.
I then went back to American Swiss on Monday, 28 October 2019 and informed the same lady that sold us the watch and who took the links out that the three dials were not working and she then told me that it is for decoration. I informed her that nobody said those dials do not work and she apologised for not informing my fiance on the 18 Oct 2019 when he bought the watch. The reason he bought that watch was because of the three dials that made the watch unique.
We are disappointed with the Tempo watch, we were not given information that the watch does actually not function properly and I am disappointed that they said they cannot take the watch back after they took out the links. I am really disappointed that we wasted a lot of money on an American Swiss Product that does not work and from salesperson not providing us with information. It seems like they just care about the money.

My now fiancée and I began ring shopping a while ago and ended up falling in love with a pear-shaped solitaire diamond ring from American Swiss Pacific Werribee. My fiancée purchased the ring on 12/9/19 and paid $5800 + $429.95 care plan. Even though the ring was not my size, as my fiancée had purchased the care plan, I assumed it wouldn't be too difficult to get the ring sized correctly. I couldn't have been more wrong.

We ended up having to pay $50 more for an additional half-size down as we were advised the care plan only covers 2 ring size changes per year (my dear friend who had also purchased a ring was later advised the care plan covers up to 5 ring sizes) which I wasn't too concerned about at the time. I paid the fee, handed over my ring, and waited patiently to get it back. I got a phone call on 2/10/19 that my ring was in and upon trying it on, found it to have been incorrectly resized. I didn't even get so much as an apology from staff instore, but I sent it back once again to be resized correctly.

After another 2 week wait, my ring had come back again on 16/10/19. Except, the ring was the exact same size as before. How is that possible? I was so disappointed that I still did not have my ring and that this company had got it wrong once again. We were told that this had been a new ring when asked about the integrity of our original ring, but we weren't provided with any new certificates and after asking the manager later, this was a lie. The staff member then made the decision to seek out an independent jeweller to resize the ring correctly and have it back to us the next day, which would have contradicted our Care Plan by using an unauthorised jeweller. We were also promised a jewellery wallet and $100 voucher for our troubles, which after a 4 week wait hardly seems fair.

The next day I received a text message asking me to come into the store. Surely this time being the 3rd time it's resized, it would come back in the correct size. Surely it can't go on any further than this and they finally have it right. The independent jeweller had resized the ring correctly but had broken the basket and cracked the diamond. The ring then had to be replaced, which meant that I am no longer able to have the precious ring that my fiancée proposed to me with. It was then that we were handed over to the store manager to handle the issue. He promised me that he would personally guarantee the correct size and that the ring would be back on Tuesday, 6 days later.

I went to the store on Tuesday after not hearing from them all day and asked if my ring was in, to which I was told "I don't think so, maybe next week. I'll give them a call and text you the answer". I did not hear anything until the next day, when I received a phonecall asking me to come into the store. My fiancée and I went to the store and met with the manager who, after 5 weeks of waiting, had a brand new ring in the correct size. We told him that we were unhappy with our experience but he just kept asking if we were happy with the ring and if he had delivered on his promise, and kept avoiding the real issue. After all our issues with the Care Plan, how can we trust them anymore? We asked about refunding the Care Plan cost as reimbursement for our time but were told "we can't just hand out cash" and "the care plan has a value, how can I make that zero?". He stated that "they had already lost the full value of one ring" as if that was our fault that they had broken it. He then said he would call head office and ask but can't promise anything. We left the store without the ring as we needed time to process this ridiculous display of customer service, or lack of.

20 minutes later, I received a call saying that they would only be reimbursing the $50 resizing fee as that shouldn't have been applied and that was all that they could do. "When you guys come back to our store, you'll be VIP's", even though we already were VIP members from before we purchased the ring.

My future parents-in-law accompanied me to the store because I was broken-hearted and crying. When asked about the wallet, we were told that "maybe you can sell the wallet for $80", as if all of our problems were about the money. If it were about the money, we wouldn't have purchased a $5800 ring. He processed the ring and gave me my $50 in cash, because he didn't know how to refund back to my card, blaming it on IT issues after 30 minutes of trying. My mother-in-law asked him about the $100 voucher as promised earlier, but was told "No, we can't offer that anymore".

I refuse to believe that this company, who has wasted so much of our time, can't afford to simply refund us the money we paid for a "care plan" that we are not going to use anymore. If we can't trust them to get the initial sizing right, how can we trust them for anything else? Surely you can't expect to keep us as customers after treating us this way?

After the experience we had with your store, I was very close to just refunding the whole ring. When my fiancée and I look at the ring, it just reminds us of the poor customer service and that shouldn't be the case when looking at your own engagement ring.

I have called customer service 4 times as of writing, I've been promised phonecalls from the area manager every time but am yet to receive any calls in the 4 days I've been waiting.

Not only have you lost us as customers, you've lost our trust by lying and screwing us around. We will not be recommending your store anymore. We had done in the past and that was clearly a mistake.

My fiancee and I went into the above mentioned store yesterday around 2pm to release her ring after the resizing. Unfortunately, the official (Sherley)who organized a deal for us was unavailable. Crystal Britz was called to come and assist us, and it seemed as if there was a problem the way the deal was arranged, that is according to her. Crystal did not greet us and she looked very agitated when speaking to one of the sales ladies. Later she turned to us and ask if we saw that particular ring in her store, to which we responded "yes". She told us that she does not recognize the ring. She asked us to go to other shops when she tries to sort out the problem. She also asked us to pay more amount than planned. In the midst of all that, my fiancee started to get agitated too and started talking harshly with her. She asked my fiancee to calm down and I just stood there not showing Crystal that I am annoyed. One will wonder what kind of a manager she is, and what is it that she is teaching her staff? She finally agreed to proceed with the deal the way it was initially arranged stating that she will take it up with her staff member. We paid the amount as agreed, but we were surprised that she did not even apologize for the way she treated us when we left the store. I, for one felt like we colluded with her staff member to make us that kind of deal. We understand that she is human, but we would just like her to offer an apology to us for the ill treatment and making us feel like criminals.

Thanking you in advance

Mr Mashiane
Pretoria

Contact: [protected]
My fiancee's contact: [protected]

I am very dissapointed about the service I received from American Swiss store in Kollonade. At the store we were assisted by Rinah Mothiba. A week ago we went to the store to return a ring that we bought which was small. We were told that the ring could only be resized two sizes bigger due to the detail on the sides. So we selected a new ring which was also small and requested the ring be ordered as a special order. We were told that an email would be sent to the supplier to confirm if they will be able to make the ring in the requested size and the response would take 5 days. We received a call on the 6th day to come to the store and because I was out of town my fiance then went to the store. He had to return the ring we bought and the refund would be a deposit for the special order. Upon my arrival home i saw that the new receipt was hand written and the refund was showing as an account payment and the receipt also showed a credit availble balance. I did not understand why the receipt was hand written and also we do not hold any accounts at American Swiss or their partners. I therefore went to enquire at the store so i could understand the hand written receipt. Upon arrival at the store we were told that Rinah Mothiba was out and would be back in 3-4 minutes. We waited for about 15 minutes only to find out that Rinah was actually at the back office the whole time. Rinah then walked out the back bare footed and asked how she could assist. I explained to her that I do not understand why the receipt was hand written and also showed an account payment and not a refund. Rinah then responded with an attitude and said she had explained to my fiance who also did not undrstand. I then asked Rinah to please explain to me as he could not explain it and also asked Rinah to please speak in English as maybe there is a language barrier. Rinah continued to speak in her home language even after I had asked us to communicate in english. I further explained that I expected to see the new ring price as well as the refund or deposit of the previous ring and the balance of the amount outstanding on the receipt and not hand written in pen. Rinah failed to explain to us the process that she needed to follow in order to process the special order and why the refund was showing as an account payment. The reference was also written in pen on the receipt. After all the time spent in the store we still did not get an explaination. I believe American Swiss is a well established store with appropriate procedures and systems which will not result in their customers receiving hand written receipts. I am very dissapointed in the service that we received from Rinah and would not recommend the American Swiss to any of my family, frends and people in my circles. American Swiss is a jewellery store that we grew up knowing to be the best from our parents and provided good quality and good customer service. This process of getting my engagement ring has been a nightmare.

I am Mr Mitchell,

At 13h15 I came to your store to make payment, entering i saw that the one sales assistant was busy with a client, so i stood at her point whilst she was alone at that time. There was another client in the store too, standing at the entrance point so I did not know whether she was with the other client or if she was being attended too. approximately 1 minute went by and I was not acknowledge or greeted with intent to recognize my presence, then soon another lady came out and also did not acknowledge my presence in the store but carried on attending to the other lady that was standing at the entrance point. She finished attending to her and picked up the ringing phone next to the point I was standing and still nobody greeted or acknowledged my presence in the store. While she was attending to the the caller a friend came in and went straight to her, hugged her and she immediately responded with happiness and greet, the sales person then went across the store attending to the caller still, finished the call and said a few words to the friend and then she left. Immediately a couple entered the store with a pram a child in it, they walked straight to her and she acknowledged them and attended to their needs, whilst I am still standing with my store card and bank card in my hand raised to my face kind-of trying to show her that I am in the store and need assistance but that to did not get her attention. She came across to my side of the shop still busy with them, remember your other sales person is still busy with her client and also did not acknowledge my presence in the store. It is then that I indicated to her that I am in the store awaiting service or assistance from her or any other staff member, "SHE TURNS TO ME AND SAID THEY CAME TO ME AND THAT SHE'LL BE WITH ME NOW" I immediately told her that I was in the store and waiting on someone to help me or even just acknowledge me but nobody even looked at me, so so unprofessional and poor staff service.
From your front-line staff I expected more and also acknowledge the clients with a greet or some kind acknowledgement of awareness. When I told her to help me 1st she did not approach me courteously but abruptly, I asked her to greet me and her response was rude and abrupt. The sales assistant name is Lucresia Dryden this happened 30/08/2019 at 13h20

I went to American Swiss at Liberty Midlands Mall on the 8/08/2019 I looked at a few rings and I told the assistant that my ring size is an H because my fingers are very small and her response to me was quite rude she said"WELL WE DONOT HAVE H! YOU WILL HAVE TO TAKE ANOTHER SIZE" so i decided to leave it and go to another store however i did not find anything else in another store. On Monday the 12/8/19 I came back to the store and a different assistant helped me who was very friendly and helpful. She said that they can resize the ring to the size i want so i was happy with that i bought the ring gave in my details for the resizing, i was called on monday 19/8/19 to say my ring is ready and i can come and collect. With all the excitment i go to collect and my ring does not come in a box it comes in a money packet and a small envolope. This is my special my day i want everything to be perfect. I am really dissappointed in this! I will never purchase anything again from American Swiss

I went to american swiss on sathurday 13/07/2019 in hartswater i saw a ring that i liked it was a ring with a blue stone, I checked the price and it said R99 so i asked to fit the ring and it fits perfectly i wanted to buy the ring as it was for a very good price i spoke to Masego who refused to give me the ring for that price. Please contact me on [protected] for photo's or [protected]@gmail.com. She admitted that it was a mistake but the price the customer sees is the price the customer pays it was displayed for that price and I want it. There was another gentleman there saying we are robbing american swiss he aslo works there as far as my knowledge goes. This is the national consumer law. They must do their jobs properly, the fact remains that i want that ring for that price

I lost a diamond stud on my ring and had it repaired through your Westgate branch in May 2019. I paid for a new stud and for all the diamonds to be locked. 2 months later (July 2019) I have lost the very same stud.

Please advise what process should be followed now because clearly this wasn't repaired properly nor were the diamonds locked. I CANNOT BE FIXING THE SAME THING EVERY SECOND MONTH!

My fiance bought me a Daniel Klein Watch for my birthday which was on the 21st November 2018. I wore it for 1 week. It stopped working. Went into the store. They did something at the back and it started working. I wore it for the next week and it stopped working again. Took it back the following week. They said they couldn't send it on as the factory was closed for the December vacation. Returned in January on 2 occasions... They informed us it wasn't opened yet. Handed it in on the 3rd occasion.. Up to today no watch no refund no service. Promises were made for a new one... Even got to choose a new one... Still haven't received.. Today is the 17 April. 2019. 5 months later still no birthday gift

Good day the reason why im writting this complain last year 2018 January i bought my wedding ring it went for adjustment. It was perfect after 5 months i noticed there is a change in my ring its cracking and the shape is no longer round i went to the shop i told them they said myb i carried something hard "with fingers" i asked my self where cn i take my ring?

Official Complaint with American Swiss Rustenburg, Waterfall Mall
I, have recently invested money into the well-known company American Swiss. I spent money on a promise gift, and a Christmas gift.
Since the beginning of my journey with this reputable company I've not had any pleasant or kind customer service, quality or integrity practiced. I purchased the promise gift.
I brought the ring back for resizing 18th December. We went through the process and handed in the product. They instructed us that we will wait a few days. They need to send the ring in for resizing, but they will call us immediately when the product has been returned to the shop and ready for collection.in the meantime, I have received no phone calls and no communication in regard with my product, every day I would return to the shop to be given a new update.
They gave us their word and promise that the product will be ready for collection before Christmas, on the 24th December. We phoned on the 24th only to be given news that the ring has not returned to the shop and would only be there on the 28th, we were extremely unhappy but we accepted this and waited for the 28th. Upon return on the 29th, to give them enough time to deliver the product, the consultant checked the system and told us that the ring has in fact been delivered to the store before the 24th December. This was extremely infuriating, giving the fact that the staff is too lazy to simply check if the product has arrived. We collected the ring on the 29th.
In the meantime …. I purchased a Christmas gift for my girlfriend. A bracelet and a watch set. She put the jewelry on the 24th. 30 min after wearing the gift, the bracelet simply fell off her wrist. We took it back and had the product repaired inside the store and the watch resized. She put it on immediately again afterwards. A few days after that the watch also simply fell off her wrist due to a link not being seated properly. We took that product back to the store as well, and instructed them to fix the goods properly we are getting impatient with this bad quality.
We went to the store without the product slips and packaging and expressed our unhappiness, of which it was not kindly received and we were not sufficiently assisted. They told us that they could not fix the watch and that it needs to be replaced. They also did not have stock. They told us to leave the watch there and phone them with the product code on the warranty so that they can order a replacement. We proceeded doing this.in the meantime the bracelet broke again. We phoned them and they told us that we need to return the bracelet as well with the slip to get both the bracelet and watch replaced. We went to the store and presented the slips, products and packaging and instructed them to replace the items. They said they have no stock and it needs to be sourced from other stores. We accepted this. We gave them our numbers and asked as soon as the products arrive we be contacted. Their communication to us was lousy and forced us to visit the store. I visited the store and asked them what the update is. They gave me the new watch, without a bracelet and said that if I want a bracelet as well I need to wait for it from another store. At this point I was infuriated with the arrogance of the staff towards a customer. I instructed them to order a bracelet and tell me when it arrives. I left the store.
We waited for 3 weeks, many escalations and calls to the store manager and area manager. Empty promise after empty promise was received before we eventually receive our replaced jewelry. My girlfriend collected the goods and clearly noticed a trend of arrogance, not looking at customers or greeting properly, leaving jewelry out in the open while they are in the back office and handling customer products with utter negligence throwing it around on the counters. They had to resize the replacement watch in the store, after resizing my lady fitted the product and immediately noticed one link being physically damaged due to negligence in workmanship. She pointed this out with extreme unhappiness, of which the consultant responded that "it's what happens when you have to resize it". She took the products and left the store.
The same day I addressed the store manager expressing extreme unhappiness with the way we are being treated at a reputable company. The store manager went the extra mile to come to our private residence, she collected the product and went to the store to fix the issue. She came back not long after and handed back the product in good condition. They could only replace the damaged link with the link that was removed with the resizing as they had no other stock.
This morning, 17 December 2019, while working my girlfriend looked down to her pet seeking attention and the bracelet caught her immediate attention, upon closer investigation she realized that one of the links was physically bent. She immediately informed me and inspected closer. She realized that the silver bracelet has been intent fully twisted to cause damage to the product. This is no factory defect and it cannot be caused by accident. She sent me the photo and I immediately reported it to the store manager. I am extremely appalled by how customers are treated in a complete disrespect, showing arrogance and no customer service. I regret spending my money there and I'll definitely discourage all my family, friends and relatives from buying any products there in future.
American Swiss is not worth my money, time or effort if a customer is seen as a liability.

Please kindly redirect to the Line manager in charge,

I purchased an engagement ring from AmericanSwiss store in Century City, but had to return it to the store as my wife to be preferred another choice,

During the Process of return I have been to this store about 10 times without any success, dealt with 3 different store managers with out any luck,

Each time I went into the store for a follow up, I was told a different stories and was told to furnish all documents required and that this would be processed, I produced the documents but still no luck. I have been chasing this from early October last year to date no refund but the ring is with the store

The last store manager I dealt with even gave me his number to whats app him if not done by the last week of December and guess what, he is not even opening my whats app messages

This is very unacceptable and disgusting - If I do not have resolve by end of today I will post my feedback on all social media platforms and will lay a charge for Fraud at the police station

My Name is Ntando Sicam - ID no: [protected], contactable on [protected]

Good day,

To whom it may concern.

The reason for the letter is to confirm that I am disappointed and appalled by the service I have received at American Swiss Vangate Mall.

I had two incidents at the branch with the manager, I went into the store and saw a pair of gold round earrings for R899, I was about to purchase the earrings to be informed that it is the incorrect price, and the original price is R2899. The price advertise at the time was R899.

She then went to the till and got a box with prices in and added the number 2 to the price of the earrings to make it R2899. According to my rights I am entitled to the price being displayed in your store - the error was on your end. I informed the manager the price I saw is the price I want to pay, I was then told a long story.

I then contacted the area manager to complain - two months later and I have still not received a response. Is that the service the area manager provide to customers? I would at least have expected to get a response by now.

The second incident my 24 year old daughter bought a chain of R699 which did not even last more than a month and it broke. If she had to break it I would have not returned it. I do not expect a chain of that price to break within a month? That's ridiculous.

I had to chase them up to send the chain for repairs, they informed me it will take two days until get feedback. After one month of being patient I have still not received any form of communication. I left my contact number but not any of them made an attempt to even contact me. When I got to the store I was told by the manager I could take a new chain, I was happy with the response and told my daughter to come later that day to get a new chain.

My daughter then went to the store and was informed that she made a mistake and that taking a replacement item was for a different customer. One of staff members showed me that the chain is still there. Is that the service I am suppose to get?

I explained to Michael the area manager who told me I must bring the chain back on Monday. A week later he then told me that there is nothing he can do. He did not even have a look at the chain but he informed me that there is nothing he can do. The store manager informed me a week later that he is here for the first time since he told me to bring it back that Monday. The area manager seems to be lacking ownership and might need to undergo a training refresher course on how to deal with customers and fulfilling promises made to customers . My faith in American Swiss is completely gone from a shop I love purchasing from.

I then received communication from the store manager to inform me there is nothing they can do after I sent one my co-workers there - they told my co-worker that I could come and fetch it if I still want it. I then asked my second co-worker if they could go and get because I was absolutely disgusted on how the management team dealt with my issue.

When the second Co-worker went to the store the area manager was the one who was at the store and we asked him for Nasley, Nasley was busy at the back and the area manager asked who could I help, my co-worker then said she is here to pick up Mrs hendricks chain, he then said okay without showing any empathy whatsoever and walked out the store? Atrocious.

I would like communication from you as soon as possible with acknowledgement that you have received my email and setting an expectation with me what you will be doing moving forward with my complaint or I will be taking it much further.

Blanche hendricks
[protected]

Kind regards,
Unhappy customer

My Mother is a pensioner and has saved up money to purchase herself a ring that she wanted. She purchased the ring in the American Swiss branch in Sasolburg between the 28th September '18 - 1st October '18 (She is not 100% sure of the exact date) in cash. Two weeks ago she found that one of the stones fell out. She went back to the store to ask for assistance as the ring is less than 2 months old.

Unfortunately she has misplaced the slip, but surely they can track the sale, as they even asked for her ID and Cell Number when the purchase was made. The lady also remembers her, as her ID was not returned to her, and she only realised that a few days later, and went back for it.

I understand that the slip is important, but surely they can assist her, and not just turning her away without assistance, or saying that she then has to pay for the stone to be replaced.

The levels of service is unacceptable, especially for a pensioner that really can't afford to pay extra.

I need someone to assist so that this ring can be repaired as clearly it was a fault on the ring itself for the stone to fall out in less than 2 months.

Customer Details
M.M.E. Schoeman
ID: [protected]
Cell: [protected]

You can contact me directly for more information or the resolution
Veronica Niemand
[protected]

Hi, To Whom It May Concern

On the 13/11/2018 I went to American Swiss in Pretoria, The Grove Mall to buy a ring for my Anniversary which is on the 21/11/2018, The Sales lady helped me nicely, You had a special on Diamond Rings, so after seeing a few i chose 1, The Sales lady said its 9ct gold with diamonds i said perfect i will take it, I did ask her a few times confirming to be diamonds she said yes, I paid for it and left the ring behind for it to be resized and told her i will call with the correct sizing, She contacted me the next day for the size but i was at a Funeral so i told her i will come to collect it on 19/11/2018 Monday and will do resizing at a later time, I went on the 19/11/2018 to collect the ring the sales lady was not in, So another Sales lady got it for me from the backroom, I than asked the 2nd sales lady just to confirm is it a Diamond Ring and she said NO its NOT a Diamond Ring, I gave it back for Refund, But I am very disappointed as a company like this Lies and sell you products,
Your Item code: [protected]
Trans No: CA0112370027035
T01123700110055164

I took my watch which suddenly stopped working, I first bought a new battery thinking it was flat and it still couldn't work. I then took it to American Swiss Empangeni on the 22nd of September2018. I was told that if it is factory fault they will fix it at no charge which I couldn't understand as to how one can damage the interior except fo immersing it in water or by just breaking it. The shop didn't call me until the 16 th of November where I went and check whether it is back and I was surprisingly told that I need to pay R1100 for a guess watch bought in 2016 for approximately R2700 which is still within the warranty