Lip Service

If you are looking for a #jewellery store that promises to "over promise and under deliver" and give you proper "lip service", visit Mervis Brothers Jewellers at Eastgate. After my mother left her Nomination bracelet with them in 2020 to be sent for repairs or to be replaced, the service she received was absolutely horrendous. Mervis Brothers, as an agent selling Nomination, happily agreed to provide this service even though the bracelet was purchased in Italy.

After numerous visits to the store, phone calls, messages etc and a final complaint email, a very apologetic call was received from Mr Mervis Jnr, who promised that my mom could have anything she wanted, two weeks later however, she needed to drive from Vereeniging to Eastgate to discuss the matter once again. On arrival it was clear that no one had a clue about what was happening. After speaking with Mr Mervis it was agreed that a grey bracelet would be ordered. Though this could have been discussed on the phone. Right? My mom was then informed that the bracelet was ready. We made another trip to the store, it was handed over to my mom in a zip lock bag. After all this, it was the incorrect colour, with some mention that it all that the Nomination rep had and that there was no grey bracelet. That colour was not available at all. My mother refused to take it as she knew there was a grey bracelet, she then went to the trouble by providing the store with the correct code to order the correct colour. She received a call that the bracelet had arrived, but that there was a co-payment of R200 as the pricing had gone up. Because they had ordered the incorrect colour. I find it astonishing that R200 is expected from a client that was not in the wrong. Who made special trips to collect the bracelet and helped the store order the correct one. My mother spoke to Mr Mervis Jnr and he said he would look into a refund. On collection on this now our third trip, the assistant wrote on the R200 invoice that no further claims could be made on this case?

And the cherry on the top for me was when they placed the Nomination bracelet box, into a Pandora bag, not a great ad for Nomination.

I wonder if they present their Rolex watches in Casio watch bags? Or perhaps in a Pandora's box? We left unhappy but no one in the store seemed to care that we were unhappy.

After my mom texted Mr Mervis Jnr again to highlight how unhappy she was about the principle of the matter he gave her a call and started verbally abusing her by shouting that he told her to return the bracelet so that he could re-send it back and then get the R200 refund from Nomination. Really?? All that trouble for R200. She could not speak to him the way he kept ranting on, she told him there was a client present listening to all of this as he was on speaker phone, This did not deter him in the least......to which he shouted, well does she know what you are like?? Does he even know my mother at all and what right has he to personally attack her character? Then he went on to shout that he would not refund her the R200, he was testing her, he would take that money and give it to a charity with her name attached!!

He later texted her that he would refund her the R200, but my mother declined. She would prefer him to make a formal apology to her and to own the fact that 'lip service' is not good enough.

So we decided to rather warn future customers of our unacceptable experience.

Yet again, perhaps if it was a Rolex we would have received better treatment?

#mervisbrothers #nomonation #eastgate #rolex