American Swiss
reviews and complaints

2 weeks ago I experienced the worse service ever, my husband bought a ring and it tarnished after wearing for basically a month. The ring was taken back to the phoenix plaza branch and first the sales assistant doesn't ask but tells my husband that the ring was left in the box it was bought hence the reason it tarnished, I then phoned and questioned whether she is asking or telling us why the ring tarnished and again she replies that she's telling me not asking, I called the manager and she tells me the same and then I corrected her by explaining that it was not the case because we had to look for the original box when we brought the ring back, while i'm talking the manager is talking above my voice, this irrated me as clearly it portrayed a lack of professionalism and listening skill I then requested to speak to her superior, while getting a pen to take the number, I held the phone aside and was communicating to my staff about the problem i'm experiencing, when I get back to the manager who was on hold she then starts telling me it's not true what i'm saying to my staff, can you believe the utter disrespect as well to make matters worse I now have a manager butting in on a conversation that didn't include her, after phoning the area manager and taking her through the whole ordeal again, she apoligisies and tells me I need to wait 3 weeks to be sorted because the jewelers were closed for christmas, I reiterated that we bought the ring cash and i'm not prepared to wait as long as 3 weeks, she then a senior member of management tells me it the companies policies and procedures, I then send i'm not interested in policies and procedure i'm a customer and terms and conditions is what should apply to me, she then says no she must tell me about the policies and procedures, at this stage I was livered and told her, that company policies and procedures are to guide managers and staff it is not important to me and i'm not interested in the policy and procedures she went on to tell me once again they are requested to tell customers aboutthe policies and procedures, I had to correct her once again and tell her policies and procedures are to guide staff not customers, eventually I was really really annoyed at the lack of management skills and no better suction to my problem I wanted the matter to be escalated to someone who has more experience in dealing with complaints, I did explain to the area manager I logged a call to customer service and they did say they will send a ticket number which they didn't, she insist that even when they send the reference number she will still deal with me because her manager is on holiday and no one else besides her is in charge, I am really really fuming at the pathetic service and quality issue with your products, the are manager also mentioned that the sales assistant told my husband when he bought the ring its 5 carrot, which she never did because even he didn't know about there being a 5 percent carrot, this was still poor communication skills when selling your products, I looked on your web and noticed i'm not the first person with a ring that's tarnished and the area mgr said so herself, my question is what poor quality are you selling to the public and then expecting us to go back and forth having to deal with unprofessional workers, I am taking this matter forward to the ombudsman of which the area mgr said i'm welcome to do so. Disgusted and dissapointed and I will make sure I take this matter further and I will ensure many customers will come to hear this story and hopefully will not support a company that has inferior quality and inexperienced untrained poor customer service.

On the 28th of December i went to AmericanSwiss in Hemingways East London to return a faulty phone, that i bought on the 23th of December and the consultant told me to come back the next day when the person i bought the phone from is back at work.

On the 29th of December i went back to the store and no one could help me I waiting a whole 45min for them to get a hold of someone to help me. They could still not find anyone.

I tried to return the phone within the 7 days of purchase.

Could I please get some clarity on the situation. Thank you

I've bought my wedding ring in 2018 and this year now in December 2022 the 4 sides part that hold the stone have broken

I didn't expect to end up with a broken wedding ring in a space of just 4 years as if I've bought a fake ring

I'm so heart broken about this with all my heart

The ring started by shrinking on the area where it was resized during the purchase as it was a bit bigger

I bought my wife a ring worth R35000 in August 2022 at Mall of Africa American Swiss. American Swiss took the ring for resizing to fit my wife's finger. I paid for resizing. Two months down the line in October the ring became broken into two pieces where it was resized. My wife took it back to American Swiss Store for repair. They blamed my wife for negligence and demanded R3000 to repair it. This is unacceptable as their resizing was abysmal. Please help as the ring is in their hand demanding R3000. [protected]@gmail.com:[protected]

To whom it may concern.

On the 13th of December 2021, my mother bought a Daniel klein ladies watch at Carnival Mall in Brakpan.Unfortunately the stones on the watch fell out so my mother took it back in on the 17th of May 2022 for it to get repaired.

So I decided to go to Carnival Mall today, 27th of October 2022 with the thought that the watch might be repaired and ready to be collected as its been already 5 months as she didn't received an sms yet.

The staff didn't even know where the watch were so they had to phone a few places as it was unsuccesful for them to tell me where the watch could be, and I am still waiting...

I attached a screenshot when my mother took the watch in.

From my point of few,, this is highly unacceptable.

I am writing today to complain of the poor service I received from your store in independence ave on October 18 2022.

On 17 October 2022, I bought a silver bracelet as a gift for someone from your store on independence venue address CDM Bldg. Independence Ave, Windhoek, Namibia

City of Namibia. The person I gifted it to decided that they do not like the gift and thus I decided to return it and get a refund.

The lady that assisted me was very unfriendly and refused to give me a refund, she went as far as to call me on the number I left in store on the day the purchase was made and used a racist remark (asking for a colored lady) is she implying that I’m unable to make the purchase due to my skin color? And it also states that I’m eligible to a full refund in the same manner I purchased it.

Contact me on +[protected]

I bought the ring in April and it went on resizing as the garment was smaller than my finger. Ok! I got it back right and fine as I expected after some few weeks my ring changed the colour I send it back to the store in phoniex plaza and they suggested to book it for deep cleaning😬fine it went and it came okay after some weeks or months the problem was still the same and again I sent my husband to bring it back for the second time✌ and told him to say I don't want the product I want it to be refunded or exchanged but still they couldn't let him. Again they send it for deep cleaning. They texted us that the ring is back , my husband fetched it 2 days back and this is the third day and when I look at my ring the colour changes again for the 3rd time. So what now should I do because to him they said they can't change the ring because it has been resized. So is it my fault now that the ring went for resizing? Did I had to take the ring that doesn't fit my finger for the sake of if I want it to be exchanged? In this complain how do as a customer get rightful help? Do I have to wear the ring that doesn't satisfy my need? Is my money just gone like that? And what worries me is that 6 months ends very soon if no action take place.

On the 18th of September my husband bought my wedding ring 5 CT for R10 000 and the color has chabged to bronze or something, we to the store yesterday they said it's sanitizer and they cleaned it and even made me to buy the jewelry cleaner but still the ring changed again. And I'm shocked about how come such a big recognized company sell us fake products bcz this ring is not even a year old. I can't continue to wear something like things.

I have bought 2 rings from American swiss.

1 was my birth Stone ring the stones fell out. It was bought in Dec 2021 and twice a stone fell out

I was told they won't replace it cause the small Claus broke off.

My wedding ring the stone fell yesterday and what now.which is about 4 months old bought May 2022

So my husband bought me another wedding ring but I am to scared to wear it.

I went to oudtshoorn to get a replacement diamond. I was told it would take 3 weeks and I said we were leaving on 18/08/22 to the UK. I was told it would be ready by the 10/08/22. I went in on the 11th and was told the 12th. Now we are told its not ready and in hermannus. This is disgusting service. Disgusting. I'm going to check that the 3 diamonds are actually diamonds and you have not cheated by you replacing them with cubic. I'm going to the news paper get yourself sorted. Q

Dear Sir/Madam my rings were purchased on 26 June 2021 at Blue Route Mall, Tokai and was sent away on the same day for resizing. We got married on 25 September 2021 and since then I wore the set for the first time.In May 2022 I noticed the stone in the engagement ring was missing, I then took it to the same store and was quoted R1041.00 to repair.I rejected the quote on 22June 2022. Collected the ring and on 23 June 2022 noticed that the stone in the wedding band is missing as well.

I have been purchasing jewellery from American Swiss for 35years and never had a problem. I am just concerned about the quality of I am workmanship I am experiencing now. The Wedding Set was purchased at a 70% discount costing R3 749 after the discount. This very rings was so beautifully advertised on last years 25th Anniversary boucher. I also need to draw your attention that after resizing it never looked nor felt like the same rings I first fitted.I said to the assistant that the rings don't look like the rings I first bought.I told her the sparkle is gone and it looks different in terms of the stones. Her response was that after resizing it won't be the same! I was told to wash it when I get home. I was dumb struck, yet I followed her instructions yet not much changed. These rings were part of a set that accompanied a Tennis bracelet, and Watch. When I went to the store the first time I enquired about the Wedding Set only and the assistant took down my details and placed my request to Senior Officials to honour my request in just purchasing the Wedding Set. I few days later I received the call to honour my request in just purchasing the Wedding Set for R3 749.00(Tennis bracelet and watch not include)

04/07/2022

At 13:40 I was entering the branch at Zeerust, North west. I asked the lady standing around if she was standing in the row which se answered yes she was. The staff memeber just told me that se was busy with her (no friendlyness, just a bold answer and a look) She was not very friendly or helpfull. If I see how the staff at other shops talk to customers, it is not the first time that I didn't get helpfull or friendly staff from this shop. I am not the only one complaining about this branch.

Dear Sir/ Madame my rings were purchased on 26 June 2021 and was sent away for sizing. We got married on 25 Sept 2021 and since then I wore the set. In May 2022 I noticed the stone in the engagement ring was missing, I then took it to the same store and was quoted R1041.00 to repair. I rejected the quote on the 22 June 2022. Collected the ring and today 23 June noticed that the stone in the wedding band is missing as well. I have been purchasing jewellery from American Swiss for 35years and never had a problem. I am just concerned about the quality workmanship I am experiencing with American Swiss. What do you propose I do to fix this situation as we are not willing to pay anything more. The wedding set was purchased at a 70% discount costing R3749.00 after the discount. I rejected a quote to repair/replace by American Swiss for R1041.00 for the engagement ring and now I have the wedding band to contend with as well. 2 stones gone after wearing it for 8 or 9months. What is your proposal?

I bought a chain from American Swiss online. It got delivered. When i opened the box and attempted to put the necklace on the clip broke. Im so annoyed. I havent worn the chain at all. I went in store to the somerset west store, the staff said they will send it to the jeweler until they give a verdict. The verdict was that its not a manufacturing issue and that i need to pay a cost to repair it...this is [censored] considering i havent even worn the chain and i didnt break it. Horrible service. I definitely wont buy from american swiss again.

On the 07th of May 2022 I went to an American Swiss in three rivers to buy 2X pairs of earrings. The transaction amounted to R1199.00 but however I was given a 50% discount which was for one of the the earrings after being advised by the consultant who assisted me. The earrings bought were round studs and heart shaped studs. The transaction went very well and the consultant offered to help with the packaging. After the packaging I left the store and went straight to my house at no 8 Diabase Avenue, Waldrift, Vereeniging 1939. The gift was intended for my wife’s Mother’s Day gift. On the 8th of May 2022, I gave my wife the gift which was packaged at the store. Upon opening the gift, my wife discovered that the earrings didn’t have the butterfly locking mechanism on the heart shaped earring. Upon this realisation, I then went to the store on the 12 of May 2022 to make them aware of this dilemma. At the store there was one of the 3 ladies but with the consultant who helped me. I then explained to the consultant as to what May have happened and she told me that there was no way such a thing could’ve happened. This is even when there was a surveillance camera right direct to the where the packaging took place. I then gave the consultant at the store my contact details to investigate and ask the consultant who helped me as to maybe assist with the earrings locking mechanism could have been misplaced. However the consultant was adamant that the locking mechanism was not left at the store and she insisted that I should buy new ones. This is even worse because the surveillance camera was available. My complaint is not precisely to say that there was any malfeasance or anything like that, but my belief is that, this could’ve been an honest mistake which required the consultant to view the footage and establish what could’ve happened. I feel that the both consultant should be given an opportunity to return my call within the next 48 hours, failure to do so, the matter should be investigated fully and brought to conclusions. My contact number is as follows, [protected], Mfanafuthi Rich Mbuli. This transaction was made with an FNB cheque account on the 07th of May 2022 at around 13:00 to 14:30 at Three rivers square.

I wasn't feeling well, I fell and torn my knee ligament, I couldn't go pay my account, so instead of 1 of your clientele to call ask me why? I just receive messages that my account will be red cycled. I know and believe that I am 1 of your best clients who pay their accounts in full and don't need to be reminded. I will pay today and close it.

I am so upset with American swiss. On the 25/2/22 I paid R650 into my account at american swiss empangeni. The lady assisting me paid the funds into my old foschini account which has been closed for years. When I received my statement I noticed that payment from 25/2/22 was not reflecting. I then called customer service and was told the issue would be sorted and I just had to send through my proof of payment. I then went to American swiss richardsbay as I was in Richardsbay at the time. A lady by the name of Thandeka assisted me and sent through my proof of payment, this was on 22/03/22. On 24/03/22 I went back to the store for feedback, I was told American swiss was offline and asked to go to foschini as they were online. When I got to foschini a lady by the name of Leane assisted me. She called customer service only to be told to do the same process again as the person at the other end had no idea what she was talking about as nothing was logged. Leane then emailed my proof of payment yet again. I waited till the following week then I went to American swiss empangeni. I was then assisted by Ansie who was told to email proof of payment yet again! Till this day the funds are not reflecting in my account and I've been going back and forth between home and American swiss trying to get this matter solved. Today I went to American swiss empangeni and was told head office would call me to clarify, there was no phone call.

Now I want to close my account and I cannot do that as "HEAD OFFICE" is trying to sort out the matter. How long do I have to tolerate this pathetic service from American swiss? Or are yall hoping I loose my slip so yall can turn around and say you cannot help me as I don't have proof of payment? I've never been more disgusted at such pathetic service as I am right now, and I sorely regret ever opening an account with American swiss!

My wife and I decided to get a quote on re-sizing her 9 Carat wedding band that we have owned for 28 years from the American Swiss store in Cape Gate Cape Town on Saturday 26 March 2022.

On Friday 1 April 2022, my wife received the mentioned SMS, we were quoted R2419.31 to have the ring up-sized from a size F to a size I. As requested we did not respond to the quote. However in a separate SMS we were informed I quote "confirmation: you have accepted the American Swiss repair quote with reference...we will let you know when the repair is ready for collection at ASJ Cape Gate" We immediately called the Cape Gate store and spoke with Maria. We informed her of the SMS's where after she informed us that we should ignore the confirmation SMS

On Saturday 3 April 2022 we decided to go and collect the ring without going ahead with the re-sizing or evaluation, to our utter shock and dismay, we were informed that the ring was already repaired. This could only have happened last week without our express permission or authority. This unprofessional and more importantly not treating the client fairly.

On the 05/03/2022 we bought a expensive ring at Kathu american swiss, on the 10/03/2022 the ring was taken back because it was fading. 26/03/2022 was taken back, refused to give money only voucher. The 2 working there called me a "m" not gonna give full name I was called. I will never buy there again and I will go to hello peter about this. They kept the ring and the invoices.

We did make an a laybe of rings at American Swiss lichtenburg 2021, laybe was paid up on 10 July 2021,2021, we were our ring on 25 September 2021, after a month those rings change colours, the rings becomes black in colours, those rings are silver rings, we went to store to complain, the answer was there is nothing that can be done, because of the sanitizer we are using, code of the rings [protected],[protected], im not happy about the quality of American Swiss, n