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American Swiss
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www.americanswiss.co.za
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1.1 227 Reviews

American Swiss Complaints Summary

4 Resolved
221 Unresolved
Our verdict: If considering services from American Swiss with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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American Swiss reviews & complaints 227

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U
3:45 am EST
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American Swiss Poor quality of ring purchased

I purchased a gents white gold wedding in February 2020 which was on special from R6999 to R4549.
6 months later the ring is badly discoloured and looks like a cheap imitation ring.
I took it back to American Swiss at Midland's Liberty Mall in Pietermaritzburg and spoke to Anusha who knows me well since I'm an old customer of the store.
She said that I would have to send it for plating and pay for the cost of it. She also said that these rings are not supposed to be worn daily. This makes no sense to me as a man's wedding ring is worn daily. I reminded her that this is not the first ring that I've purchased. Many years ago I had purchased a white gold wedding ring for my ex husband, which he wore daily for over 10years. He never took it off, even when he swam or showered. His ring remained the same.
Why is this new ring looking so discoloured in just 6 months, even though it has not been exposed to anything out of the ordinary?
Is American Swiss now selling a cheaper quality gold and still charging high prices?
Why are the staff at American Swiss Liberty Midland's Mall so unhelpful and unconcerned when the customer has a complaint but very eager when the customer is buying?
I feel like I've been robbed. If I wanted a ring that looks the way this ring looks now I could have bought a cheap silver ring. Furthermore this has caused me extreme embarrassment since I am still newly married.
I will never buy gold from American Swiss ever again and will definitely make this public knowledge!

Regards

Cell : [protected]
Email : [protected]@gmail.com

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2:13 pm EDT

American Swiss Engagement ring and poor service

I am very disappointed with the service I got at Rivers store. I bought an engagement ring on the 5th of October 2019 and to my surprise the stone came off in March this year. I went to the branch to lay a complain but the told me that I need to pay R950 for my ring to be repaired which I did. I only collected my ring in August the 8th due to lockdown. It's not even 3 months since it was repaired and the stone came off again. My partner went back to the branch only to be told that he needs to pay R950 again for repairs. I'm am very angry and disappointed with the service I'm getting from you guys. I expected your store to provide us with products that have good quality. As your client I expect you to really take my case serious and replace my ring with another one. My husband worked very hard for him to buy this ring.

Pls get back to me and explain to me why I need to pay R950 every time my ring gets damaged. It's not my fault that your products have poor quality.
So I don't wanna take this further or expose you guys, do the right thing and give my money's worth or refund me so that I can take my money to the store that deserves it.

I will be waiting patiently for your call and apologies. I'm a very angry client.

Pls contact me on: +[protected]
Email: [protected]@gmail.com

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8:14 am EDT
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American Swiss Bad service

Good day
on the 23sept 2020 i went to american swiss three rivers in vereeniging, i wanted to find out about a personilized necklass for my daughters birthday that was on the 17th okt 2020, the lady named theni took all my details and said that they must first give me a quote and only then after i accept the quote they will make the necklass for me, since the day i was in the store she never come back to me with any answers regarding the quote or anything so i needed to make other arrangements for a present for my daughter at the end off the day, i really think there is alot off people these days that would do anything to have a work like she does but she was rude to us from the start we walked in the store you could see that she was not really intrested in helping us we were only a birden for her, i am very upset due to the fact that my daughter really wanted to have a personilized necklass and then someone like theni just does not care about customers satisfaction .

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5:10 am EDT

American Swiss Ring

I bought a ring last week Tuesday at La-lucia mall in Durban (cash payments) and I was told if I need to insure it I must pay additional amount of R500.00 unfortunate I did not have it that time then the Indian lady who was helping me advise I only have 7days to ensure it, I then on Saturday since I could not raise that amount I needed to check my option if I could not buy ring at the cheaper amount I went to America swiss Durban smith street there were two consultant working that day the African mother helped me to compare we then conclude I still stick to my original ring I have 30days so I must not worry. the problem when I check Monday as I did not touch the plastic and box I realised the ring is not there, I run back to the shop to enquire did the lady put back the ring or forget to put I spoke to Jacque who said the lady advise she did not take it, now I need footage she advise I must pay R4500.00 I am a customer the is query why I must pay to check whether I left with the ring in the box or not. I will open the case as the shop is not willing to help me if the ring is in the store I will take this to media as the is no willingness to help me and the African lady even deny touching the ring

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6:27 am EST

American Swiss My ring

I bough my ring last year. 10 June 2019 I bought it cash for R1750. I found out its breaking in de middle. What can I do? I really disappointed with ur product. Shame. It's just 1 year. I paid extra money R350 for resize. I'm not happy I'm disappointed

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5:28 am EDT

American Swiss Faulty / damaged ring

I bought an Engagement Ring from American Swiss @ the Vangate Mall store last year on Lay-buy, I finished paid 22 Feb 2020

I was unsure about the ring size at this time and when I managed to get this information Covid-19 happened and I was unable to resize it.

After thing started to return to normal I managed to get the ring resized on the 04 July 2020 and got it back a week or so later.

I placed an engagement and I got engaged on 08 August 2020.

Days later we noticed one of the stones popped out of the ring and we immediately took it to an American Swiss store in Canal walk as we were in that area at the time we noticed it, they told us we need to take it back to the Vangate mall store.

The issue was both my Fiance and I work until 5PM and that is the time the store close, My Fiance managed to get a free moment to return the ring on the 20th August 2020.

I received a call today the 27th Aug from the store saying that the damage was due to Wear and Tear or my Fiance "MIGHT"have knocked it and damaged the ring.

I find this completely unacceptable due to the following rings:

1. I paid R4000 for this ring and it was on a 50% sale so the Value of this ring is R8000 it 9ct White Gold I did not expect anything like this to happen within the 1st week of Engagement

2. The stored advised my the ring is warped, which I advised the store when I collected and all I was told was its because of the resize, Now im being told that it shouldn't have accepted the ring, in my opinion the Jeweler shouldn't have sent it back, is there no Quality control? does the store not check it also? or do you just hope the client doesnt notice and the get away with it and hide behind T's and C's? and the best part is that I need to pay another R1000 to get it repaired.

3. my biggest issue is that the store is claim that its Wear and Tear, there is NO indication that the ring has been knocked at all and the location of the crack in the ring should have been a clear indication that it was impossible to knock and crack a ring at that point without and indication of damage on the ring, I mean the ring still has the new ring Shine of the clear coat of whatever is put on the ring that fades overtime.

4. I feel embarrassed and ashamed that this happened firstly we engaged a week and everyone wants to see the ring and all we can say is its broken and we had to send it back, I mean honestly what would you think? its a Cheap Ring? that I paid R4000 for. My fiance has a promise ring I bought her at Sterns I paid R599 for and that has also been resized with stones on the side and till today, 2 years later that ring is still in good condition except for normal wear and tear that can be expected.

in my opinion and according to your Terms and conditions:
Faulty Goods

Returns or exchanges on faulty or defective goods will be accepted up to 6 months after purchase (12 months for furniture), provided that the goods have been used for their intended purpose and they have been cared for according to any instructions that accompanied the goods.

Please note that specific terms apply to the return of certain items, for example furniture, faulty cellular telephones, tablets, computers and laptops. Please refer to the product page for more information.

I believe that this ring is defective and I want it resolved as quickly as possible, either Repair the Ring or provide me with a credit that I can use at another store within your Group such as Sterns because I can tell you for a fact if this is not resolved is will never buy at American Swiss again

I have attached images of the ring and 1 has a red indication of where the ring was cracked.

Thank you.

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9:09 am EDT
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American Swiss Tempo watch

Good afternoon

I am writing this letter to complain of the poor service I received from your company on 20 July 2020.

My husband bought me a tempo watch to the value of R1999.00 last year at american swiss pavilion mall.
The watch has a guarantee of three years after seven months the watch was not working and I took it back to american swiss than the sales person advised me to go and buy a battery at another shop because they don't sell batteries as the problem was the problem was the battery.

On the 7th of April 2020 the watch was not working again and I could not return it due to lock down.
I send my colleague 2 weeks back to return the watch to American swiss to check what is wrong with the watch.
The manager said to her there is something wrong with my pulse I don't know how.

I have been trying to call the manager since 1pm with no luck getting hold of her . Apparently she went on lunch and will call me back and that never happened. I called three times because I thought lunch time is one hour and left my contact number she never bothered to come back to me.

I am writing this letter as a matter of urgency and would be very thankful if my complain gets proceeded and my issue is resolved in no time. I'm looking forward to hearing back from the respected authorities.

Regards
Nicolett
[protected]@gmail.com

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5:08 am EDT
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American Swiss Poor customer service

I visit American Swiss branch in Heidelberg Mall yesterday during business hours. The sales assistant chases me out of the store and said she is busy moping the floor therefor the floor is wet, and I must wait outside until she was done. Needless to say I walked out and did not return. Is this how customers are treated at American Swiss stores? If so, I will never enter any American Swiss branch again.

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11:51 am EDT
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American Swiss As are unethical

After doing some research on diamonds, I see that:
A M colored I2 clarity diamond is worth R30K - Your RSP 85K, on promo R42K
A K colored SI2 clarity diamond is worth R78K - Your RSP 100K, on promo R65K
A L colored I1 clarity diamond is worth R53K - Your RSP R85K, on promo R55K

It's clear to me that American Swiss inflate RSP prices of the rings and then put them on promotion at the ACTUAL value of the diamond. That is quite unethical to say the least.

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4:56 pm EST

American Swiss Wedding ring

I bought my ring on the 11 August 2019 and I got married in the 2nd November 2019. In December already one diamond was out and I took if back. Now I January the very same diamond came out. While still watching that a second one came out now In february. I'm not going back to the shop to get my ring fixed, I want a new ring or a refund. This is unacceptable. I'm still a new wed but my ring looks bad, I even get embarrassed when people want to see my ring. Can you please get this sorted, please

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8:19 am EST

American Swiss Poor quality & repairs policy

We bought a ring in September 2019, 3 months later I noticed that the colour of the ring was coming off. This was not a super expensive ring and for that reason I never wore it while working in water or while cleaning. I took the ring back in Jan 2020, 4 months after we bought it and was told that becuase it is plated rose gold the colour would come off eventually. I completely understand that this would happen over time but not within 4 months. The ring was sent for an assessment and they told me that I would have to pay to have it fixed as it was damaged due to Wear and Tear. I dont understand this policy at all as the 6 month return policy states that The goods must have been used for their intended purpose, surely me wearing my ring is the intended purpose, or am I wrong? They efused to assist us with fixing the ring if we did not pay for it.
I believe this goes completely against their repair/returns policy. I am highly disgusted and will no longer be purchasing our wedding rings from AMERICAN SWISS as planned.

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12:02 am EST

American Swiss Wedding ring

I bought a wedding ring Feb 2019, only to find out that it has holes, and those holes store dirt, requires constant cleaning each day, the space holes were supposed to be diamonds, i went back to the store 3 times and they said there is nothing they can do, the store is at pretoria north, they're service is very bad, thet sell fake rings, and they tell me to wash it everyday

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9:38 am EST
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American Swiss Engagement ring

my fiance purchased my engagement ring on the 22 August 2019 from american swiss in fourways mall. One of the stones had fallen off 2 months later, however due to the proximity we were only able to return the ring on the 7 December at the store. They did not advise us that a refund will be allowed, they took the ring back for repairs. However afterwards i decided that i will not be happy wearing a ring with such poor workmanship and quality. I called the store after looking at the back of the receipt and spoke to adelaide about a refund. I was then emailed by Ricky to ask me for my bank statement and ID. I called her to advise that i wont be able to go in to the store, i will email it through which i did. i was advised that the refund will take up to three weeks to process. Ricky advised that she will call me back to confirm dates. When i didn't hear from her, i called her and left a message. She returned my call and said that her ASM said they can't refund nor give me a credit. i told her it's completely unacceptable. She said all they can do is send it for a quality check? After some investigation i found that this problem has been experienced by so many other consumers. i called the call centre and after one of the consultants listened to my entire story she cut me off. i eventually got hold of another lady at american swiss in CPT who advised that she will escalate it to the operations manager for the store. I found that the quality of goods and service levels have been besides substandard, extremely dissapointing.

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9:25 am EST

American Swiss Bad customer service & wedding ring poor quality

My husband bought me a ring 28 Sep 2019 at Clearwater mall. Then 4 month's later one of my ring stone fell out, so I went to Westgate mall to ask for help but instead the service I got from Palesa & this other lady was very very out of hand. They told me that the time I was thinking of buying I didn't think of westgate but when I have a problem im thinking of them. That didnt seat well with me especially because I didn't expect that knind of bad service after a good service ive got from Lindi in Clearwater, I regretted going to Westgate not to mentioned the poor quality of a ring that didn't even last 6 months. [protected]

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2:38 pm EST

American Swiss Wedding ring "poor quality"

On the 7th of October 2019, my wife and I bought a wedding ring at American Swiss Pavilion that was worth R39 999. At that time my wife was still wearing an engagement ring that I had bought early January 2019. We got married on the 30th of November 2019 and that was the date she started consuming her wedding ring deemed to be "9ct white gold with 81 diamond, limited edition worth 40 thousand rands". Surprisingly after one month of consumption (31 December 2019) we noticed that the ring started to change colour at the bottom of the ring from being white gold to something looking like bronze or gold. While we were still shocked of such then we also noticed that one big diamond had fallen off at the top of the ring. I told my wife to stop wearing it as I thought I will get worse. On the 2nd of January 2020, I drove straight from Newcastle to the Pavilion American Swiss where I initially purchased the ring to inquire about the quality in store.
When I got there I asked for the manager and I was told she was on leave. Then I was assisted by a consultant who advised that they cannot accept the ring without original purchase docket and even if I had the docket they wouldn't have accepted the ring for assessment due to the American Swiss factory being closed for holidays. Then she advised I come back the following week, 6th of January 2020. When I was about to leave I saw the consultant that sold the ring to us and passively she told me that "a white gold needs to be taken off every time you do something even when washing hands". Wedding ring taken off every time you do something ….so this defeats the whole purpose of it being a wedding ring. This is actually not a dress up ring that needs to be taken on and off but I decided to reserve my comment. Then I walked out hoping to return on the advised date.
Could American Swiss be selling fake jewellery and stealing money from its customers? because that is exactly how I feel. You cannot buy something worth so much and it get worn off within one month of consumption. This is honestly unacceptable. I am very angry and this is also financially draining since I have to drive up and down trying to sort this mess. Moreover, this is emotionally draining to my wife who have to be questioned by family members why she is not wearing her ring as this is seen as a sign of disrespect.
So with that being said, I would like to be refunded the value at which I purchased this ring. I have opted to first communicate this to the head office of American Swiss, which I believe will assist accordingly. If otherwise, I can explore other avenues of consumer dissatisfaction which may tarnish the reputation of the organisation.
I have attached pictures of the ring to this letter and as well the purchase dockets. I sincerely hope that this will be attended urgently.

For further inquires
Mnelisi.[protected]@gmail.com
[protected]

Regards
Xaba E.M

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9:39 am EST

American Swiss His & hers 9ct rose gold & sterling silver with black diamonds for r3999, page 10 of christmas catalogue

Sometime last week I went to Alberton looking for the above mentioned. I was told it would be orderd in Eastrand as it shows that there are 2 and I would be called this week. To date I'm still awaiting a call. I went to Alberton as a follow-up and was told that the only one available is Hers and Eastgate only has His and they cannot find a full set for me as promised. I'm very concerned since I could have gone to looked for it somewhere but now they are finished. They couldn't even assist to request the His from any other shop. I feel I was treated unfairly.
[protected] (Hlobo)

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9:31 am EST
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American Swiss Returns policy

Hello, I bought a ring and earrings earlier in the year. I went back to complain about the ring. even the sales clerk said it was badly made. They allowed me to exchange it for a different ring which i had to pay an additional amount for. This was on 8 nov 2019. I then went this morning to the store to return the ring as i find the diamonds are extremely yellow in the day light. They will not credit me for the ring as apparently "its used goods" now...they are scratches on it. There are most definitely no scratches on the ring! I have the box, the receipt and the ring in good condition and all within the 30 days. To top it all off the store manager had to call the area manager and the area manager wanted to talk to me on the telephone. She ended up yelling at me down the phone for no reason whatsoever. I am made to feel like the guilty party when i have done nothing other then want to return a purchase. I was asked why am i returning the ring now? Why not its within the 30 day period as stipulated!

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11:58 am EST

American Swiss Cancelation of layby

Re: 2551405

On the 31st July2019 I made a layby of a rose gold ring at American Swiss mafikeng crossing.

I went to the store today to cancel the layby. I am disappointed regarding the service I received from the store. The ladies in store refused to assist me, they stated that they are not allowed to cancel the layby and I must wait for the 6 months layby period to end. They also stated that they don't have any money in store therefore I cannot be reimbursed.

To resolve the problem, I would appreciate it if I can be refunded as soon as possible.

I look forward to your urgent reply and a resolution to my problem. Please contact me by phone at [protected].

Sincerely,
Tshegofatso Senne

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Update by Tshego Senne
Nov 28, 2019 8:12 am EST

The problem has been resolved.

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3:19 am EST

American Swiss Customer sold a diamond earring promising an exchange within 30 days

Hi, I purchased a diamond ear ring worth 11500/- Rands as gift for my wife at American Swiss canal walk store, cape town on 22-Nov 2019. I enquired before payment and was informed before making the purchase that Iam allowed to return or exchange within 30 Days. On 23-Nov 2019 when I go to exchange the ear ring as my wife didn't like the design, the store manager says that she had already informed me that it cannot be exchanged and explains me the policy very clearly.
MY COMPLAINT is that the policy was not explained clearly by the sales staff before purchase as they wanted to make a sale. My experience is the worst at American Swiss as the policy was not explained clearly while making the payment, I wouldnt have purchased if the policy was explained clearly to me as I was buying a surprise gift for my wife and knowing the fact that if she doesn't like I could return or exchange . I feel Tricked and Cheated by the canal walk American Swiss store cape town . Disgraceful.

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12:33 am EST
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American Swiss Bad customer service and ring turning black

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?

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American Swiss In-depth Review

Product Range:

At American Swiss, you'll find a diverse and extensive collection of jewelry options. From stunning rings to elegant necklaces, stylish bracelets to eye-catching earrings, they have something to suit every taste and style.

When it comes to watches, American Swiss offers a wide selection for both men and women. Whether you prefer a classic timepiece or a trendy design, you're sure to find the perfect watch to complement your style.

If you're in the market for engagement or wedding rings, American Swiss has an exquisite range to choose from. Each ring is beautifully designed to symbolize love and commitment, ensuring that you'll find the perfect symbol of your eternal bond.

Quality and Craftsmanship:

American Swiss takes pride in the quality of their jewelry pieces. They carefully select the finest materials, including gold, silver, diamonds, gemstones, and other precious metals, to ensure that each piece is of the highest quality.

Their attention to detail is evident in the craftsmanship and precision of their designs. Each piece is meticulously crafted to ensure durability and longevity, so you can enjoy your jewelry for years to come.

As a trusted brand in the industry, American Swiss has built a reputation for delivering high-quality products. When you purchase from them, you can trust that you're getting a piece of jewelry that will stand the test of time.

Pricing and Value for Money:

American Swiss offers competitive pricing on their products. Before making a purchase, it's worth comparing their prices with similar offerings in the market to ensure you're getting the best value for your money.

Keep an eye out for any special offers or discounts that American Swiss may have. They often run promotions and sales that can provide customers with added value for their purchase.

It's also important to consider their warranty and return policy. American Swiss aims to ensure customer satisfaction and offers a comprehensive warranty and return policy to protect against any potential issues.

Customer Service:

When visiting American Swiss's physical stores, you can expect excellent customer service. Their staff is knowledgeable about their products and is always willing to assist you. They are friendly and go the extra mile to ensure you have a pleasant shopping experience.

If you have any inquiries, complaints, or product-related issues, American Swiss's online support team is responsive and helpful. They are dedicated to providing exceptional customer service and will assist you promptly.

American Swiss also offers personalized services to enhance your overall experience. Whether you need engraving, resizing, or custom design options, they are committed to meeting your unique needs.

Online Shopping Experience:

The American Swiss website is designed with user-friendliness in mind. It's easy to navigate, allowing you to find the products you're looking for quickly. The search functionality is efficient, and the overall design aesthetics are pleasing to the eye.

Product descriptions and images on the website are accurate and comprehensive. They provide you with all the information you need to make an informed purchasing decision, ensuring that you're satisfied with your purchase.

When it comes to payment options, American Swiss offers secure methods such as credit card processing and trusted third-party payment gateways. You can shop with confidence, knowing that your financial information is protected.

Delivery and Shipping:

American Swiss strives to deliver your purchases in a timely manner. Their average delivery timeframes meet customers' expectations, ensuring that you receive your jewelry promptly.

The packaging used by American Swiss is of high quality. They take care to protect and present the jewelry during transit, ensuring that it arrives in pristine condition.

Whether you need domestic or international delivery, American Swiss offers various shipping options. They provide information on associated costs and any restrictions, allowing you to choose the option that suits your needs.

Customer Reviews and Feedback:

Reading customer testimonials and reviews can provide valuable insights into the overall satisfaction levels of previous buyers. American Swiss takes pride in their positive customer feedback, which speaks to the quality of their products and services.

They also have a strong social media presence, engaging with customers and responding to feedback. This demonstrates their commitment to maintaining a positive brand reputation and ensuring customer satisfaction.

If any issues arise, American Swiss handles customer complaints promptly and satisfactorily. They prioritize resolving any concerns to ensure that their customers are happy with their purchases.

Sustainability and Ethical Practices:

American Swiss is committed to responsible sourcing. They ensure that the materials used in their jewelry are ethically and responsibly sourced, adhering to industry standards and regulations.

The company also takes environmental initiatives seriously. They implement practices to minimize their ecological footprint, contributing to a more sustainable future.

American Swiss demonstrates corporate social responsibility through their involvement in community projects, charitable contributions, and partnerships. They are dedicated to making a positive impact beyond their business operations.

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