American Swiss
Reviews and Complaints

Helow American swiss...
I would like to give you feed back of what i bought at your branch Airport Junction Gaborone Botswana...i bought a lovely wedding ring a few weeks back using my husband' account..as its a norm i had to acctivate the account by buying something first, so i decided to buy my daughter some nice nob earings worth p130 if am not mistaken..the problem i encountared with the earings is that the stopers were too loose to fit the nob so i had to make it a bit tight so dat it does not fall...unfourtunately my daughter lost the other earing within a week since it was to loose...so my feed back to you is please in future make them tight so dat they wont fall and get lost..thanks you

I bought a gents ring in our Stellenbosch branch and give it for resized in Somerset Mall, A week later I went there to found out if the ring came cause I haven't received a sms or phone call, so Deidre checked for me at the back room and it was there. So I paid the R120 on my debit card and it went off my account but not on their side(don't know how it's possible) .So Deidre told me it will only go through the next day(08sept)after 12 and she'll give me a call. It was after 12 and no sms or phone call so I went to the store and she wasnt there. I explained myself to the lady that was on duty and was told to get a bank statement to see if it went off on my account and wasnt reversed back. got the statement and had to explained myself to the manager after that, again, then she call there bank merchant but he was oyt of office and left him a message.But they don't get my point... If the transaction went off on my phone then it is been paid for. so now I have to wait how long for a ring that I've paid for already.is there an explaination for that?

I bought a ring at American Swiss Sandton. I took it to a jeweller for an evaluation. The certificate number of the ring and the actual ring number from GIA is not the same. Thus meaning in the shop i was given a certificate of another ring. Which means I do not have a certificate for my ring. Nobody seams to know how to help me. I have booked a ticket to Cape Town to go to the American Swiss head office to see if there is a compitent person who can assist. Lets hope!

I'm a customer of the group and my wife bought me Tempo watch as a gift last year, I took the watch back for repair in kempton park festival mall from February and waited +2 months for that watch to come back but nothing. When it finally came it was still showing problem before I can get out of the mall to show no work was done, I returned it to Yolanda cashier and re booked it for second time during May but till now no any form of communication or correspondence from companies side. I'm really not impresses about the iincompetency and unprofessional people who tarnish the name of such a brand. I'm thinking to take this matter further because we paid cash for it and hardly used it or enjoyed this product. Other option will close up account with you guys because to me service delivery and integrity is the most important thing.

Hope you will attend the matter ASAP

Kind Regards
Thabo

I purchased a white Gold ring from your outlet in Accra, Ghana with below address:
AMERICAN SWISS
SHOP 125, 119 WESTHILLS MALL
CAPE COAST HIGHWAY, WEIJA, ACCRA
My interest was that of an 18 carat white gold ring, so I made it known to the shop attendant. I was shown a couple of rings (both 9 carat and 18 carat) but I constantly made known to the attendant that my desire is only for an 18 carat ring. I finally chose the one that I preferred and payments were made. The ring was however expanded a bit before received because it couldn’t fit my wife to be.
Weeks after, a friend who is also preparing to get married wanted my advise on where to get his ring so I told him much about American Swiss (and the promotions available) and took a picture of my ring to him. I had forgotten the price of the ring I bought so went for the receipt to check; that was when I chanced on the fact that a 9 carat ring was sold to me instead of the 18 carat I insisted I wanted by all means.
I engaged the shop attendant and his boss (Bernice) about this anomaly and she made mention that because the ring was altered, it cannot be swapped with an 18 carat. They stated they only way out is to lodge a complaint here.
I look forward to hearing from you soon for a swap ring or have a refund because for the fact that we constantly mentioned to the shop attendant that an 18 carat is what we need from the moment we entered into the shop and never ever discussed possibilities of changing to a 9 carat ring, we deem it fit that a refund or swap is made. Currently, our wedding is some few months away and my to-be wife has no plans of using the ring. (Attach is a copy of the receipt)
DETAILS OF RING BELOW;
DESCRIPTION OF ARTICLE ICE: DIAMOND/WHITE GOLD
DESCRIPTION OF WEIGHT OF DIAMOND: 12DI 12KL SI
OTHER STONES: 50DI 40KL SI
METAL TYPES: 9CT GOLD
SELLING PRICE: GHC 7505.00
DATE OF PURCHASE: 02/05/2017

On the 30 June 2017 I went to pay an account at american swiss riversdal while the sales lady is busy with the payment I look around and saw a chain withe matching earings for R249 I told Gaynor the saleslady that I bought my girlfriend the ring and so I want to buy that set as well because it is the perfect match so she told me that it is not the price that I saw then I told her but everything in the store have there own price tag and a customer pay's what he saw then she told me that I am a difficult customer but the point is what you see than you pay or am I wrong.Then they called there regional manager then she also said but it is not the price but I saw the price tag for R249 am I not suppose to pay that price that I saw or what.

I got the most appalling service at American Swiss Alberton City Mall on 06.05.2017 and to make matters worse, it was the second time, they were doing this to me. Their service is absolute **** and that is putting it mildly. I was there Saturday morning, wanting to pay and take my lay-bye before I quickly rush to work and they open at nine, I was there earlier than nine and patiently waited for them to open but then the clock hit 9 o'clock and they did not open. Five minutes later, I knocked on the door and the lady... I believe she is a supervisor or manager shouted at me to go and pay at Fochini and left me without a chance to respond. I knocked again and again she shouted and said go to Fochini. I shouted back and said I'm here to get my lay-bye. They finally opened the door and letted me in and totally ignored me completely and they carried on preparing and cleaning the shop like I was not there, I had to ask them to assist me. That is just horrible service and totally unacceptable. The way I was treated is disgusting. That is not customer service, you

On the 21 April 2017 Ashleigh Potteries took her 21st bracelet that I had given her as a present in January to have a link taken out at the Brooklyn Mall American Swiss. They would let her know when to fetch it and if it was not fetched in time then they would send the bracelet back?! To where ? it is her bracelet.

The item was bought in the Riverside Mall American Swiss. Before I paid for the item I mention to the assistant that the bracelet would probably be too big. The assistant informed me that I could take the bracelet to any American Swiss and they would size the bracelet free of charge. If this was not the case then I would have perhaps taken something else or not at all. My name is Peta Anne Veltman and am a long standing client of American Swiss.

Ashleigh received a message to fetch the bracelet. When she arrived she was charged R 330 to take a link out of a R 1000 item. Why?

The assistant in Brooklyn said they always phone with a quote. This was not done. When Ashleigh asked why it was so much they told her that if she does nt want the bracelet then they will have to send it back? It is not AMERCIAN SWISS S PROPERTY.

Her boyfriend Michael, my son, then went in to try and sort something out.

They are now going to put the bracelet back as it was and give the money back ?! So American Swiss is going to b R 660 out of pocket for this issue.

Something is not right here and the customer service in this shop is absolutely terrible.

I respectfully ask you to honour your practice as I know it and size the bracelet free of charge and return it back to it s rightful owner. With a smile on your face!

Buying a piece of jewellery is supposed to be a joyful experience, not a painful one. Especially for a simple thing like this.

Your urgent response is awaited.

Mrs PA Veltman
[protected]

Morning

I am a very angry client due to the ridiculous service I got from American Swiss in Polokwane Limpopo mall.
I booked my two watches for strap and inside repair in October 2016.
I was then called to come pick them up but to my arrival only one watch was fixed. I then requested the other watch to be rebooked because they charged me the inside repair which was not done .
I went few times to check if my watch was back because I was not contacted by anyone in the store.
Today I got to the store and I found out that the watch is still not fixed because it was never booked.
I was told that my watch will then be booked now, I must wait for three weeks.
not even the manager can assist because "she is sorry"
they wasted my time by not doing their job.
I want my watch fixed and I don't have 3 weeks to wait .

on Friday January the 20th, I took my wedding ring to American Swiss at Mall @ Carnival to be resized. the lady gave me a receipt, put my ring by the till and went on to assist the next customer, this left me concerned as I would have expected her to first put it away safely. She told me that on Monday the 23rd I would get a call for a quotation. The days went by without me getting the call until I called the store on Thursday the 27th @19h00 and was told that the quotation had not yet come through from the workshop. on the 28th I paid the store a visit to confirm that my ring would be ready for collection on the 30th of January. on Monday the 30th at 16h30 I called the store enquiring if my rings was ready for collection and was told yes. I went to the store and was shocked to be given the wrong ring which had been registered to my name. luckily one of the many envelopes from which my ring was being searched out of had a drawing of my ring so I was able to identify it. I was shocked to be informed that my wedding ring has been given to another customer by mistake 15 minutes prior. The customer who was meant to propose the very following morning was contacted to return the ring and fortunately he drove back to the mall to swap rings. We called the store manager Amanda Erasmus who unfortunately could not even pretend to understand our frustrations. She kept hanging onto our words and challenging us on blaming, threatening and the like instead of addressing the real issue at hand. we told her we would be reporting this matter and she accused us of threatening. we demanded delivery of our rings and she challenged that on the bases that it would not be safe to the her/ courier to deliver. the lady who was assisting in store was 100% professional and kept her composure through out the whole situation unlike her manager who was utterly unhelpful and defensive and blamed the workshop the entire time on the phone. Not only were the rings swapped but they had been resized incorrectly, meaning that now my valuable ring has to be resized for the 2nd time in a time span of 2 weeks. This is compromising the quality of my ring and is a huge disservice to me as I went to American Swiss believing that they had exceptional service. I had asked to leave work earlier to pick up the ring and thus could not return the following day as that would mean going back to ask for time off work to pick up the ring AGAIN. I can only go back to the mall in a week's time but I don't trust them with my ring anymore hence I asked it be delivered. I want to know how this happened, who is responsible and what is being done about this incident? how do I pay for such a pathetic service and how many people have gone through this. a wedding ring regardless of its monetary value carries sentimental values and American Swiss should know better - a complete stranger had my ring and almost went and proposed with it. this is unacceptable and I will not stop until I get answers.

For Christmas 2016 I bought my finance a Anne Klein watch set which I was told is Gold. On 29 January she took it back to the store that I bought it from and was told that they would pay her back for the set but they do not have the R2, 499.00 in cash at the moment. They advised her that they would contact her to when she can come and collect the cash and hand back the jewellery. I would like to know when I can get my full refund back the gold had rubbed off, is this the type of bull #### storys you tell your clients, is this standard business practice or will it fall under the harm full business practise act. Who pays for my time and travelling to your store to take the product back. When I bought the set I had to pay there and then not when I had the money now I must wait for yourselves to rip some one else off to pay me. As per hello peter this is not the first complaint of this nature. For a group of your size this is shocking are yourselves going to pay interest on my funds as its not what I was told it is and now I must still wait for my funds to be returned to me how does this work will consulting an attorney be the way to go. [protected]

To whom this may concern,

I write this message to you with immense frustration and disappointment with the service that I have received from American Swiss. The store I refer to in particular is Musgrave Centre. My fiance purchased a ring from American Swiss Ballito on 27 December 2016. On 09 January 2017 I took it into the Musgrave store to resize. I was advised by Nadia and Portia that I would be contacted by Wednesday 11 January 2017 to confirm if the jeweller would be able to resize the ring. I was not contacted by the store! I then waited until Thursday 12 Jan 2017 after midday until I contacted the store to enquire about the ring. I spoke to Portia whose response to my query was that the jeweller hadnt got back to them. She advised that she would check with him and get back to me. She advised that he would be able to size the ring 2 sizes smaller and I could expect the ring by Wednesday (18 Jan 2017). I called the store on Wednesday midday and was advised that the jeweller did not make any delivery yet but when the ring arrives I will be contacted. I was also advised that if the jeweller didnt arrive late Wednesday he would be in on Thursday (19 January). AGAIN... I did not receive any call from the store by Thursday end of day! After anticipating a call on Friday 20 January 2017 that I never received, I stopped by the store around 5pm and was told that the jeweller hadnt come in and he should be in either Monday or Tuesday. I was extremely frustrated at the fact that the staff showed no interest by the fact that the ring was now delayed by well over 48hrs; furthermore, having received numerous calls of enquiry from me during the week none of them cared to call out of common courtesy to let me know what the status of the ring was. I received a call yesterday 25 January 2017 from Portia advising that the ring was ready to be collected. I went in to the store today to collect my ring at 5pm and was a little relieved that I had finally received it. The ring was handed to me and I paid in the R120 charge for the resize. I left the store and when I got home and inspected the ring only to find that a diamond is missing. Immediately I called the customer care line to report this and ask for advise as I tried calling the store in Musgrave Centre but it was already closed. To the naked eye the missing diamond is hard to notice immediately. No instore inspection was done with me and the ring was merely handed to me and I was asked to sign that I have picked up the ring. I am extremely disappointed, frustrated and angry. Please advise a way forward.

My Name is Taminda Leach and in Nov 2016 I took in a ring (that was purchased at American Swiss) to have two diamonds replaced and to have the centre stone of the ring cleaned as it had lost it's colour (colour of stone was light blue when purchased and now is white). I asked the lady that helped me (Nhlanhla at the Clearwater branch) to first provide me with a quote before repairs are done, so that I am aware of the cost. I phoned a number of times in December and they said that I had to wait until January to get the quote. When I phoned the branch in January I was told that they would get a quote the week of the 9th and someone would phone me back. This did not happen, so I phoned the store again on Friday the 13th at 13:42 and spoke with Nhlanhla and she said that she would phone me back to give me a quote. She did not call me back and I tried to call twice today 16 Jan 17 but no one answers the phone.
The job card no: JC0112060008435
the Card no: LC0112060006234
I am starting to get very worried as no one communicates with me or calls me back. This is very unprofessional and I'm starting to think that I need to go to the Ombudsman and report Swiss American as I'm not sure if I'll get my ring back.

We bought a Tempo watch from American Swiss Nelspruit Riverside Mall. Unfortunately but the wrist band broke after a short period of time. Nothing wrong with the Tempo watch itself but this seems to be bad design because the wrist band broke within a short period. Not America Swiss or any other watch dealer could assist us with fixing or replacing the wrist band...
What do you suggest we do?

I handed my Skagen watch in for strap repairs on the 15th may 2016 @ American Swiss Cresta Branch, they said it would take 6-8 weeks to repair the watch strap. I went back on the due date given on the receipt (26th June 2016). The watch was not ready and they forgot to phone for a quotation, therefore nothing had been done on the watch, they then phoned me on the 27th June 2016 with a quote of R535 which I accepted and gave them the go ahead. They then said the watch would be ready in 4 weeks (25th July 2016). I phoned before going through to the store, they then mentioned it was still not back and it said on the system that I hadn't accepted the quote, so again I accepted. They said it would be ready that Friday (29 July 2016) and I could come collect it, actually they promised that it would be there. Again I phoned ahead before going through, AGAIN it was not back and now they couldn't tell me when it will be ready. I thought I would give it another week to wait and see. So Friday (5 August 2016) I phone again it is not there, another week goes by Friday (12 August 2016) still not there, I phoned yesterday (15 August 2016) they said it was still not there and they would try get through to the repair workshop to give me a date for when it will back, I heard nothing. I then call today (16 August 2016) the shop apparently can’t get through to the repair shop and they don't actually know what to do, they also frustrated apparently and then I am told the quote is now R635. I am highly frustrated and disgusted in this poor service. I don't understand how this hasn't been dealt with from a managerial side and how you can promise certain dates and then not deliver on your part. I also don't see how this can take over 3 months. Frankly I don't even care if it doesn't get repaired, I just want my watch back from this useless workshop so I can take it to someone else who will keep to their quotes, delivery times and promises.

After I gave my wedding ring in for repair (to tighten the stones that got loose over time), they assured me that I would receive a quotation within 3 working days. Two weeks later I tried to phone but the phone kept on ringing. I decided to go in to the shop where I was told that they 'forgot' to phone me with the quote. They gave me the quotation amount and I told them to please go ahead and repair. They told me that I would have it back, again, within 3 working days. I went back today after another week and a half to collect my ring only to be told that they forgot to give the instruction to repair so I must please wait longer. Don't they have any respect for you as a customer? Are we ever a priority? After a month without my wedding ring for something that would have taken a week, I would most certainly not do business with them again.

Good day On 18 october i bought a phone from american swiss in Boulders mall in midrand. i returned it back on the 24th because it was not downloading or updating apps. according to their policy, goods returned within 7 days will be exchanged but they refused to exchange it and opt to repair it. The phone came back from repairs on 09th december 2015 & i collected it on 11th december. on the 13th december i returned the phone back to them because it only downloaded 2 apps & the same problem continue. i told them i dont need this phone because it gave me problem the 1st day i bought it and it will continue to give me problems. they still dont want to exchange. they say they are taking it for repairs again and obvious i will be able to get his phone next year. this is unfair considering that the phone is still new & i havent used it. it gonna take more than 3 months for me to get the phone that i have bought in october. What advice can you give me or what steps can i take in this regard? your assistant will be highly appreciated

I am very upset about the bad service I get from American Swiss in Lephalale mall. I bought a new ring that needed to be resized. It was fine when it got back but 3 months later the ring broke where they resized it. I took it back to the shop to be fixed on the 22 of November, when they told me I should pay for it to be fixed because I received it in one piece. They told me it's because they had to make it 4 sizes bigger that it broke, so I explained to the manager that I had bought a ring from Sterns 4 years ago and it is still in one piece . They send the ring back telling me I can come and collect it in 2 weeks' time. Two weeks went by and still no ring. And every time when I call them they tell me they will call me back but they never do. I will never buy anything from American Swiss at Lephalale mall again.

I went into American Swiss Greenacres today, looking for a chain but a ring caught my attention. I looked at the ring and was priced R1500 I called a lady and told her that I would like to buy the ring as i took a picture and sent it to my fiancé. She took the ring out and immediately stated that the price of the ring is R15000 and the price on the board is incorrect. I insisted that I want the ring. Amina the manager of the store stated that she will never give the ring to me at that price, this is after I've fitted the ring, I called their regional manager who i found to be the regional I also had an incident with at sterns Greenacres explained the situation, his phone went off while I was on the line explaining myself, which I found very disturbing. During our teleconversation he overed me 5% off the R15000 for this ring. This I find totally unacceptable. I have the picture if you do request it.

On the 2 May 2015 I took a watch in for repairs at Canal Walk American Swiss. Beginning of June I have heard nothing from them and headed to the store. In the store there was no updates with regard to my quote. Each time I went into the store I was promised a call back with info. But no one ever called me. Mid June I called & asked that I please have my watch returned to the store & I no longer wanted the repair quote.
I was told that by the following week my watch will be ready to pick up. I had no time to head back to Canal Walk & finally went there 1 August 2015. NO watch, no record of me requesting the watch to be returned. Sales man said I will get a call Monday, today is Friday so I called them... Oh no they forgot to call me back! Anyway they say they cannot get hold of their repair company. Seriously it over 3 months! I especially took my watch to a big company to avoid this mess, but its been a bigger mess than I imagined a little jeweler store to give me! RIDICULOUS