American Swiss
reviews and complaints

in about September last year my husband and myself layby our rings at the clear water branch .. The branch Manager a female has taken your sizes and she has "promised us that when we collect the will be resised and will fit us. We have collected our rings as we got married in March and Guess what the rings were the incorrect sizes. Upon Collection another branch manger was in the store .. Extremely rude and really unhelpful . she said to me that we have to pay for the re size and i have mentioned to her that the previous manger said that cause we are buying in the store we will not pay. She walked away and had an attitude. I then have requested that when the rings are re sized it showed be sent to the Glen Branch also Johannesburg and that was also an issue. On the day of Deliver some store person called me on my cell advising me that the bands could not be resized and that i should wear them as is as the can not make it smaller . I have advised her that it 3 sizes bigger and why did they not advise me when i bought the rings. She then said to me that she will get her head office to make new ones for me and i should use the ones till then.. Which i can not use ... we have paid for this your company did not do any favours for us or gave us any free bees.. I think that you have the most untraineed stuff and your customer services are really poor

Hi, I purchased a minx watch at american swiss long beach mall for my wife on the 10.03.2018. The following morning my wife noticed the watch was behind and not keeping time, after setting it again its was fine for a few days until the 23.03.2018 when the same thing happened. We then decided to take it to the branch in canal walk and was advised that the battery was not part of the 12 month guarantee and that we should take it to a different watch place to have it assets and then bring it back to them and they will then send it away if it is the mechanism that's faulty. Firstly the guarantee was not explained to us and purchasing a new watch you expect the battery to last much longer then 2 weeks, which means we need to spend money again on a battery for a watch thats less than 3 weeks old. Worst service ever... Referring me to a different watch place... Why then not just purchased a watch from the place they sending me to... Never again!

I am absolutely disappointed in the service I am receiving from American Swiss at the Greenstone Mall. I left my ring for resizing about 4 weeks ago, I have been to the store 4 times now only to be told it has not yet arrived should arrive within the next few days that was 4 weeks ago, I was told I will be called by the sales person to update me but received no calls from them to date, My husband went to the store yesterday again told by the Manager of the store that my ring could not be resized here in Gauteng so they had to sent to Cape Town to resize (what a load of nonsense) I don't believe that for a second, and unbelievably so this was told to me by the "Manager" if that wore the case this should have been communicated to me in due time, instead of me having to run up and down to the store for nothing. I am so disappointed that words cannot describe how I feel, I have been a loyal customer for the past 20 years and bought my jewellery from no other store, Now I will never again purchase from any American Swiss store and will make certain my family and friends know about their service. This is absolutely unacceptable, and to top that off been told that I will not be charged for the resizing of my ring, and also been told again by the Manager that they will give me a small gift to compensate me for the delay, I do not want compensation I just want my ring... damage is done.

I would like to lodge a very serious complaint regarding excessive overcharge of repairing 2 very fine golden neclace chain clasps and one arm bracelet clasp at the American Swiss outlet in Springbok, Northern Cape branche. I handed the items in and requested the sales lady to supply and install the 3 small golden clasps for the items. Upon collection of the items, I was charged R 1600 for the repairs, which I queried and informed the saleslady that it is totally unacceptable. She informed me that it is the price for the repairs. Upon receipt of the 3 items, i then had to take the one neclace back, as the clasp was still defective. Her argument was the they might have installed another defective one, but will repair it again.

I questioned the actual cost, and would like an investigation as why I had to pay R 1600 for 3 small clasps, whereas a complete necklace is about the same price. Also to mention, I was never given a receipt for the repairs, after I paid the amount to the saleslady. I will appreciate your investigation and feedback regarding the complaint by return mail
Kind regards
R Ehlers

ehlers.[protected]@gmail.com

I bought a ring in december about the 26th and made it a bit bigger on the 14tg of january, I got it back on the 21st of january. Hardly about a month later is started cracking and bending at the point where it was made bigger. When I took it back they told me that is was not a manufacturing fault and that it would cost r230 to fix. I want to know how could it not be a manufacturing fault. It was not worn daily and I doubt that american swiss sells bad quality rings that does not last a month. I refuse to pay for something that not my fault and after years of loyalty and support im disappointed on how this matter is handled.

I handed in my watch at American Swiss Forest Hill on 20 January 2018. Repair Job No: JC0112960001744.

My watch had a damp issue. Once I put it on the glass part will steam up.

I went to Forest Hill Saturday 17 February 2018 to fetch my watch as it was repaired. Once they opened my watch and I inspected it I noticed that there was damage on the arms (minutes and hour). Round spots like the silver has chipped off. The lady said she did not notice this. My watch is not in the state that I left it in. The front glass has also many scratch marks on. I am EXTREMELY upset. I demand that American Swiss replace my watch. This watch was damaged by them and I keep them fully responsible for the damage! I took photos of this and can provide evidence of the damage.

Dear Sirs/Madam,

My name is Tian, my girlfriend bought me a Fossil watch from American Swiss Greenstone shopping centre Johannesburg South Africa.

1. The watch firt sold had scratchers on it.
2. The waiting period for a replacement was ridiculous and my girlfriend as the client had to inform the assistant to ask one of the other branches to send a replacement watch.
3. The box the watch come in is not even a Fossil box but some other tin can.
4. The watch was given as is... they did not even have the customer courtesy to set the time and date.
5. The booklet containing the guarantee was given apart from the tin can they put the watch in because it could not fit.

I want to share how deeply disappointed i am in the professionalism and quality we recieved from American Swiss.

Regards,
Tian van wyk
[protected]@ventrite.co.za
[protected]

I took my wedding ring to American Swiss ermelo mpumalanga for repair and melting together on the 9th of January 2018. When i went there to find out if it's done yet a month later they said no it's still as the repair shop. Today on the 12th of February the phoned me to give the amount it will be to do all repairs and asked if they can proceed. It's a month and 3 days and only now they beginning with it? Why taking so long to begin?

I bought a fusion gold men in December it is to small so I went to the Carletonville shop on the 6 of this month to request so they said I need to buy the matching bracelet and then extended the chain like that they didn't have a matching bracelet in store so I request to find me one and the price on the 20th of Jan I went back haven't heard anything my husband birthday is in 4days and still not I requested again to get the matching bracelet because still they don't have it in store or a price for me I submitted and email requesting a quote and still nothing now what must I do its my husband birthday and that's what he wanted and u guys just don't care maybe I helo Peter it and get more people that is struggling like I do made then I can get and buy what I need to come how difficult is it to do just one quote

My boyfriend bought me a ring for my birthday on Saturday, 20 January 2017. The lady who helped us at Mossel Bay branch at Langeberg Mall, said that we can resize the ring at any branch. I currently live in Jeffrey's Bay so I decided to do it at the branch at Fountains Mall, Jeffrey's Bay. The lady there said that she is unable to do a resize more than 2 sizes up or down from the Standard size (N). Why would they recommend resize at any branch without disclosing the policy that is has to be within the 2 sizes? I don't mind paying for the resize, but not want to resize their own product at all is unacceptable...saying it's too big risk to do it and gave me the number of someone else to do it who is even more expensive. No one has the same size hands or fingers. I will never buy from them again, I'd rather buy from a store with better customer service.

I had my baby ear piercing done in Sandton 20 Dec, where the assistant marked but pieced where it was not marked leaving my baby with way too much up ear hole and way too low one. Ear piercing is 2be done by 2 people at the same time. I am so hurt and disappointed. How could yu use pple with zero experience, what should I do I hate the holes. She even did twice one ear, on the one lighter hole it was a mistake so she didn't press gun hard to release earring but still she hurt my baby. This experience hurts it's not like a watch that I can just put away if I can't change it, this is my baby's ears.

I was given a pair of earnings as a Christmas gift which I can not wear. I had originally wanted a watch from sterns. Two days before Christmas I took the purchase back to the store to exchange it for something else. The indian lady, I presume was the manager refused to exchange it or refund the purchase. After explaining that I was not able to wear those type of earnings I was told to come back with a receipt, which I found was a bit embarrassing as I had to offend my aunt who had purchased it as a gift asking for the receipt of purchase. Your staff did not care. So after great difficulty and much embarrassment I returned today with the receipt and the jewellery purchased an was told to purchase something to the same value. (To be honest after the service I did not want to even shop in this store) so I asked for a plain watch that could possibly be suitable for someone else - I had already bought from another jewelry outlet. The assistant told me the watch is only 599 and since the purchase is 799 I MUST take a more expensive watch or something else as they can't refund me the balance. I have been to that store twice now I was told to come back to be refunded which never happened and now am sitting with a watch I will never wear and a R200 gift card which was the balance of purchase. Very disappointing. Will never go back . Your Indian manageress needs a lesson in customer service as she raised her voice and became irate.

Hi, I am deeply disappointed with the branch in century city, I went to purchase a g-shock watch as a christmas gift 15/12/2017 at 12h30pm, firstly the box they packed it in is so damaged, secondly I wanted to set the time only to find a tempo booklet in the box. I am shocked after paying r3099.00 and have to give a person a gift that doesn't even have a manual. My cellphone number is +[protected]

Hi there

I'm very disappointed & dissatisfied with the horrible unpleasant service I received from your customer service department in Capetown. I am thinking of posting such experience on social media networks across the globe or reporting you to consumer council of South Africa. I recently walked in one of your branches in Pretoria North to inquire about lay-by procedures or process. I was assisted nicely & open an lay-by account. Here's the horrible unpleasant part of the matter, I spent 2 hours in store trying to make a payment, whilst chatting to your Head office customer team about how best I can be assisted for my payment to go through. Their service was very bad, I'm very upset for them wasting my entire time & secondly had left my 7 month pregnant wife seated in the car by the parking area. Thinking that I was going to spend less than 5 mins just to do the payment of which I turned to bloody two hours. My wife had to drag herself slowly to come looking for me, she got angry as well at me, they totally inconvenienced all my time & remember time is money. How best are you going to compensate all this. I am thinking to cancel this lay-by of rings worthy about R22 998.00, better I try other professional stores with good customer service to customers than me getting such bad treat. Your cooperation is highly appreciated & recommended in solving this matter before I draw media attention or comments. As a customer I believe I do have rights to be treated with respect & dignity especially when I'm paying money. Looking forward to hear from you soon. My cellphone number is [protected] or [protected].

Regards

Dissatisfied & Disappointed Customer

We were very insulted with how the women at the American Swiss store behaved.

We were there for an engagement ring and that would've included also ring finger measuring, but the "girls" kept taking pictures with their smart phone, to even notice us walking out of the store.

It was very insulting, they just kept laughing and probably viewing the pictures they just took, none of them had the "time" to even come to us and ask us what would we like, this was a first as we'd been loyal customers of American Swiss and it was hurtful.

The worry is- how many customers walk out of AS because they just couldn't stand the underrated customer service?

Good day,

I have called in previously and it was said someone would contact me after I have laid the complaint, to date, nothing.

I bought my wife an diamond ring about 4-5 years ago. Two of the diamonds kept on falling out, we had it re-fitted and then the third time your Wayside mall store paid for it as it happened weeks after repairing. The diamonds fell out again after this and the store manager requested a report from the jeweller why this was still happening. According to the report the rings clasps had to be checked and adjusted once a year. The jeweller has also stated that if they fix it they cannot guarantee that the diamond would not fall out again as there is now wear and tear to the ring and it was not sent to them annually to check.

Firstly, when you purchase something like a ring for your loved one, you would expect it would last.
Secondly, at no time has anyone informed me about this annual check and sizing, and I have bought several rings for my wife from your store.

Everyone always asks about insurance but never that we must bring rings back yearly. This ring is now useless and we have wasted our money, American Swiss however has wrongfully been enriched by selling us a product without properly explaining the terms. On top of this the jeweller basically indicated that the design is also part of the problem.

Can someone please assist before I take this matter further.

Regards

Yesterday in the early hours of the morning i went to American swiss Randburg to have my ring sized.I found store manager and staff member Mapule talking, i went to their counter and none of them greeted or offered to assist me.I greeted them and asked for help.I explained my query;Mapule instructed me to write down my details and i did so, she requested my ring size and i told her I'm not sure about my ring size. She pointed a bunch of ring and I asked what i must do with that and i was told to fit and get a ring size.So my ask was must i fit them all to get a size and i got yes as a respond then i told her that i can't wear all those ring to get my size, shes working there she know how she can get my ring size quickly as i was at work and my time was limited.The store manager didnt say anything about this and I said to them if thats q how they offer customer service i appreciate it.

I'm not happy about the way i was treated at this store and i want this issue to be addressed to avoid this annoying customer service and the fact that the Store Manager didnt say anything about this incident tells me that she gives her stuff authority to overlook their customet, have a bad attitude and not go extra mile to meet the needs of a customer.

Is that what customer service is?
They are busy talking and not giving customers attention?
I bought my ring and watch there but now they are giving a bad attitude and a disgusting customer service.
As a customer i deserve a good customer service, to be perceived, welcomed in the store with a smile and offered to be helped and been given attention not begging to be assisted and then pay for dirty services.
There are other American swiss store were you get an enthusiastic stuff who offer outstanding customer service.

I want them to give me my money back and take back their stuff.

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!