American Swiss review: Experience of trying to get a refund

On September 22nd, I purchased two watches from American Swiss but wasn’t satisfied with my choice. Upon returning to the store the following day, I encountered a hostile attitude due to my American Swiss bag, leaving me unsure of what to expect.

The salesperson explained that, since I had paid in cash, they couldn’t assist me with a cash refund (due to not having any cash sales that day). Their offered alternatives were a credit card refund (which I didn’t possess) or a non-cashable gift voucher, both of which didn’t meet my expectations. When I inquired about alternative solutions, their response was an emphatic “no.”

Feeling intimidated and averse to conflicts, I asked them to note down my contact information and inform me when cash was available for a refund. However, they informed me that they would notify me in turn due to a backlog of similar cases. Frustrated, I returned home and reluctantly gave up.

The following day, I renewed my efforts and contacted numerous American Swiss stores, all yielding the same response. After several days of persistence, I contacted the head office for assistance. To my surprise, a helpful lady informed me of an undisclosed Electronic Funds Transfer (EFT) refund option, even for cash purchases. This method, part of the salesman’s training, had not been communicated by any American Swiss store.

The head office promptly processed my refund application and forwarded it to the most convenient store for me. Upon revisiting the store, I noticed a complete shift in employee attitude, reminiscent of my initial visit when making the original purchase. Although I didn’t receive any apologies, this experience deeply upset me.

I’m sharing this story to shed light on these store practices, so others know what to anticipate when seeking refunds. I’ve never encountered such treatment in any retail store, and this ordeal significantly altered my perception of the Foschini Group. Consequently, I intend to exercise caution when making future purchases and inform others about my experience

I was informed that the refund process may take anywhere from 2 to 5 business days. I will patiently await its completion to confirm if this timeline is accurate.