Dear American Swiss Customer Care,
I am writing as a long-standing customer who is extremely disappointed with the service I have received regarding my wedding ring over the years.
I purchased my wedding ring (9ct White Gold Colour, 20 Diamond Sapphire Ring) from American Swiss on 26 July 2012 for R5,999.00, and I dealt with the store manager, and a few other ladies. Initially, I was very happy with my purchase. Unfortunately, over the years, the claws holding the sapphire have repeatedly come loose, causing the stone to become insecure.
Since then, I have had to return my ring on numerous occasions for repairs: During this period, because I was unable to wear my wedding ring, I also purchased another ring from American Swiss on 21 April 2024 for R2,249.00.
28 April 2024 – My wedding Ring sent away for sizing at a cost of R367.00.
14 November 2025 – Ring sent away again for repairs due to the claws. I paid R1,700.85 for the repair as well as R316.00 for an "Oversell" charge.
Despite all these repairs and additional costs, the same problem continues to occur. My ring has been sent back and forth several times, and I was even informed that it would be sent to a different repair company in the hope that the issue would finally be resolved. Unfortunately, the ring was returned with the exact same problem.
As a result, my wedding ring has now been sitting in my cupboard for over two years because I no longer trust that it can be worn safely.
In May 2026, I visited the store again, where I was informed that American Swiss would revalue my ring and allow me to choose another ring to the same value. While I appreciate the offer, I explained that my wedding ring carries immense sentimental value. It is the ring my husband gave me when we got married, and replacing it with another ring is simply not the same.
Considering the amount I originally paid for the ring, together with the significant repair costs I have incurred over the years, I do not believe it is unreasonable to ask for a more suitable solution. If the ring cannot be permanently repaired, I would like American Swiss to consider rebuilding or remanufacturing my wedding ring from scratch, preserving its original design, rather than asking me to replace such a meaningful piece of jewellery with something entirely different.
I have remained patient and loyal throughout this process, but after years of recurring issues and unsuccessful repairs, I feel that this matter has still not been resolved satisfactorily.
I respectfully request that American Swiss review my case and provide a fair solution that reflects both the financial investment I have made and, more importantly, the sentimental value of my wedding ring.
I look forward to your response and sincerely hope we can resolve this matter in a way that restores my confidence in American Swiss.
Kind regards,
Mandy
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