S
Sterns
Claimed Business
S
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Sterns faces significant challenges across virtually every dimension of the customer experience. Product quality complaints dominate, with customers consistently reporting discolouration, stones falling out, and items breaking within weeks or months. After-sales service, including repairs and refunds, is a recurring pain point marked by poor communication and unresolved escalations. A small number of standout staff members are praised warmly, but they are the exception in an otherwise troubled service culture.
Top Strengths:
- •Customer Service & Support: A handful of named consultants like Neo, Evodia, Babalwa, Lamandi, and Jayde are celebrated for warmth, patience, and going the extra mile, generating the few positive reviews the business receives.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#13Ranked In Fashion & Clothing
78 hours 23 minutesAverage Time To Reply
-71 NPSRecommended: Unlikely
Replied to 63% of negative reviews
Typically takes less than 75 hours 18 min to reply
TrustIndex
0
Score
Ranking
#13
in Fashion & Clothing
Avg Reply
78 hours 23 minutes
NPS Score
-71
Recommended: Unlikely
Replied to 63% of negative reviews
Typically takes less than 75 hours 18 min to reply
Review Distribution
1.5|55 Reviews
May '25 - Apr '26
5(9.8%)
4(2%)
3(0%)
2(0%)
1(88.2%)
5(9.8%)
4(2%)
3(0%)
2(0%)
1(88.2%)
Recent reviews (55)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceAL
Amor L
1 reviews | Active since Jan 2020
13 Mar 2026, 08:48
Sterns selling faulty fossil watches and refuse to give a new watch or a refund, i need to wait 6-8 weeks.
I bought a fossil watch at Sterns garden route mall in George the first watch was not working the second watch was not working now i am being told by the in store staff that the store manager and the area manager informed them to inform me that it will take 6-8 weeks.
Helpful (0)
|Replies (0)AL
Amor L
1 reviews | Active since Jan 2020
13 Mar 2026, 08:48
Sterns selling faulty fossil watches and refuse to give a new watch or a refund, i need to wait 6-8 weeks.
I bought a fossil watch at Sterns garden route mall in George the first watch was not working the second watch was not working now i am being told by the in store staff that the store manager and the area manager informed them to inform me that it will take 6-8 weeks.
0
Replies (0)NZ
Nonhlanhla Z
1 reviews | Active since Jan 2020
11 Mar 2026, 13:35
I had an incredible ...
I had an incredible customer service from Ms neo Mabele
Helpful (0)
|Replies (0)NZ
Nonhlanhla Z
1 reviews | Active since Jan 2020
11 Mar 2026, 13:35
I had an incredible ...
I had an incredible customer service from Ms neo Mabele
0
Replies (0)MG
Monica G
1 reviews | Active since Jan 2020
25 Feb 2026, 12:30
LOVELY SERVICE STERNS MATLOSANA MALL
Dear Sterns today I just want to thank you I walked into your store the ladies behind the counters were friendly and welcoming. I especialy want to thank the lady that asisted me with looking at different rings she was patient, friendly and did not get at all irratated with me. I will most certainly support you thank you once again for being friendly and showing patience.
Helpful (0)
|Replies (0)MG
Monica G
1 reviews | Active since Jan 2020
25 Feb 2026, 12:30
LOVELY SERVICE STERNS MATLOSANA MALL
Dear Sterns today I just want to thank you I walked into your store the ladies behind the counters were friendly and welcoming. I especialy want to thank the lady that asisted me with looking at different rings she was patient, friendly and did not get at all irratated with me. I will most certainly support you thank you once again for being friendly and showing patience.
0
Replies (0)NN
Nicola N
1 reviews | Active since Jan 2020
14 Feb 2026, 10:42
Poor communication and inconsistent return policy
I would like to raise my concern regarding an unpleasant experience at your store. My husband surprised me with a beautiful set of earrings and a matching chain. It was such a thoughtful and special gift, and I was truly touched. Unfortunately, when I opened the earrings, I saw that they were big in size and not really my style. We therefore decided to return them. When we arrived at the store, the sales assistant informed us that if I did not find anything else I liked, we could receive a voucher. Based on this information, we agreed to take a voucher. However, we were then told at the till that we could not receive a voucher because the purchase was made using a debit card. At no point during the original purchase was my husband informed that the earrings could not be returned or that vouchers would not be issued for card payments. This lack of communication placed us in a very uncomfortable position. To make matters worse, we also noticed a factory fault on one of the earrings. Only after this was identified did the staff offer to assist us. It is the responsibility of the sales consultant to clearly inform customers about return policies and any restrictions at the time of purchase. Proper communication would have prevented this frustration. I trust that management will address this matter and ensure that customers are properly informed going forward.
Helpful (0)
|Replies (0)NN
Nicola N
1 reviews | Active since Jan 2020
14 Feb 2026, 10:42
Poor communication and inconsistent return policy
I would like to raise my concern regarding an unpleasant experience at your store. My husband surprised me with a beautiful set of earrings and a matching chain. It was such a thoughtful and special gift, and I was truly touched. Unfortunately, when I opened the earrings, I saw that they were big in size and not really my style. We therefore decided to return them. When we arrived at the store, the sales assistant informed us that if I did not find anything else I liked, we could receive a voucher. Based on this information, we agreed to take a voucher. However, we were then told at the till that we could not receive a voucher because the purchase was made using a debit card. At no point during the original purchase was my husband informed that the earrings could not be returned or that vouchers would not be issued for card payments. This lack of communication placed us in a very uncomfortable position. To make matters worse, we also noticed a factory fault on one of the earrings. Only after this was identified did the staff offer to assist us. It is the responsibility of the sales consultant to clearly inform customers about return policies and any restrictions at the time of purchase. Proper communication would have prevented this frustration. I trust that management will address this matter and ensure that customers are properly informed going forward.
0
Replies (0)cT
carmen T
1 reviews | Active since Jan 2020
11 Feb 2026, 06:44
Excellent customer service
I do need to share this experience from these 2 ladies at Sterns Parow they were indeed friendly and had a solutions to my problem by not being able to issue a gift card, they explained the 2nd option available since they could not supply me with a gift card, they are indeed 2 gems and know what customer service is about thank you to Lamandi and Jayde
Helpful (0)
|Replies (0)cT
carmen T
1 reviews | Active since Jan 2020
11 Feb 2026, 06:44
Excellent customer service
I do need to share this experience from these 2 ladies at Sterns Parow they were indeed friendly and had a solutions to my problem by not being able to issue a gift card, they explained the 2nd option available since they could not supply me with a gift card, they are indeed 2 gems and know what customer service is about thank you to Lamandi and Jayde
0
Replies (0)JH
Josephine H
1 reviews | Active since Jan 2020
30 Jan 2026, 07:03
Sterns-unappy customer
Sterns is the worst jeweler. My husband bought me a ring at Sterns Somerset Mall that he made smaller (that he paid R450 for)just to discover that the ring broke after a year. We took it back then they told us we need to pay R1000 to fix it as if was our fault. I will never recommend any customer to buy jewelry from Stern as they are not loyal to there customers at all. Unhappy customer
Helpful (0)
|Replies (0)JH
Josephine H
1 reviews | Active since Jan 2020
30 Jan 2026, 07:03
Sterns-unappy customer
Sterns is the worst jeweler. My husband bought me a ring at Sterns Somerset Mall that he made smaller (that he paid R450 for)just to discover that the ring broke after a year. We took it back then they told us we need to pay R1000 to fix it as if was our fault. I will never recommend any customer to buy jewelry from Stern as they are not loyal to there customers at all. Unhappy customer
0
Replies (0)PM
Puseletso M
1 reviews | Active since Jan 2020
30 Jan 2026, 05:54
Unprofessional Service
Very unprofessional i took my ring for resizing on monday they promised 5 days i this 5 days a qoute will be sent to me to accept 1st i have not received anything. No communication. Those ladies were busy gossiping at the back the one who came to assist gave me a price then the other ones comes says something else.
Helpful (0)
|Replies (0)PM
Puseletso M
1 reviews | Active since Jan 2020
30 Jan 2026, 05:54
Unprofessional Service
Very unprofessional i took my ring for resizing on monday they promised 5 days i this 5 days a qoute will be sent to me to accept 1st i have not received anything. No communication. Those ladies were busy gossiping at the back the one who came to assist gave me a price then the other ones comes says something else.
0
Replies (0)LM
Lauren M
1 reviews | Active since Jan 2020
29 Jan 2026, 09:44
Complaint
Dear Sir/Madam CANAL WALK STERNS I am writing to formally express my complaint regarding the unprofessional handling and loss of my wedding ring, which I entrusted to your store for repair. I placed my full trust in your business to repair this ring, only to be informed that it has been lost while in your possession. This ring is of significant sentimental and financial value. It was purchased over ten years ago at a cost of R 4,999, and the only resolution offered to me has been a 10% discount toward the purchase of a new ring. This offer is completely unacceptable. As the ring was under your care at the time it went missing, your store is fully responsible for its loss. I expect the ring to be replaced at its full original value or an equivalent replacement of equal value and quality. Additionally, I would like to note that when I attended the store on Sunday, 25 January, I was clearly advised by a staff member (the runner) that should the ring not be located after all investigations were completed, the ring would be replaced. However, today I received a call from Warren who stated that this would not be the case. This contradiction is extremely concerning and further demonstrates a lack of professionalism and accountability. Please consider this a formal notice. If this matter is not resolved promptly and satisfactorily, I am prepared to take legal action against the store for negligence and for violation of consumer rights. I request a written response within [7–10] business days outlining how you intend to resolve this matter.
Helpful (0)
|Replies (0)LM
Lauren M
1 reviews | Active since Jan 2020
29 Jan 2026, 09:44
Complaint
Dear Sir/Madam CANAL WALK STERNS I am writing to formally express my complaint regarding the unprofessional handling and loss of my wedding ring, which I entrusted to your store for repair. I placed my full trust in your business to repair this ring, only to be informed that it has been lost while in your possession. This ring is of significant sentimental and financial value. It was purchased over ten years ago at a cost of R 4,999, and the only resolution offered to me has been a 10% discount toward the purchase of a new ring. This offer is completely unacceptable. As the ring was under your care at the time it went missing, your store is fully responsible for its loss. I expect the ring to be replaced at its full original value or an equivalent replacement of equal value and quality. Additionally, I would like to note that when I attended the store on Sunday, 25 January, I was clearly advised by a staff member (the runner) that should the ring not be located after all investigations were completed, the ring would be replaced. However, today I received a call from Warren who stated that this would not be the case. This contradiction is extremely concerning and further demonstrates a lack of professionalism and accountability. Please consider this a formal notice. If this matter is not resolved promptly and satisfactorily, I am prepared to take legal action against the store for negligence and for violation of consumer rights. I request a written response within [7–10] business days outlining how you intend to resolve this matter.
0
Replies (0)