American Swiss Upington (Kalahari Mall)

I visited American Swiss at Kalahari Mall in Upington on 12 April 2026 to enquire about repairing my ring. The consultant who assisted me on that day was professional, friendly, and explained the process clearly. I was informed that the ring would be sent to Bloemfontein for assessment and that I would receive a quotation within a week via telephone.

Unfortunately, I received no communication.

I returned to the store on 25 April 2026 to follow up. The consultant who assisted me then appeared reluctant to help. She informed me that the quotation was still not available. When I asked her to follow up, she told me to walk around the mall and that she would call me. I never received that call and had to return to the store myself. I was then told they were not working that day and that she would contact me during the week. Again, no communication followed.

On 2 May 2026, I called the store and spoke to what sounded like the same consultant. After explaining my situation again to the lady by the name of Courtney and providing my ID number, I was told I would receive a call back within five minutes. I expressed my frustration at the repeated lack of communication. While she did call back within the promised time, her tone was defensive.

I was then informed that my ring could not be repaired after all this time, which is disappointing but acceptable. However, I had also requested polishing when I initially handed in the ring, and this was not addressed clearly. The consultant seemed unsure and repeatedly paused during our conversation, which came across as unprofessional and dismissive.

The main issue is the complete lack of communication and poor customer service. My ring was kept for an extended period without any updates, preventing me from seeking a second opinion elsewhere. This experience, particularly the service I received from Courtney, was frustrating and disappointing.