We purchased a ring for my wife and the initial experience was great. They told us the resizing takes about a week so they will phone us when it arrives back at the store. A week and 5 days later, no phone call yet. We decided to pop in just to check if it maybe haven’t arrived yet. There was an older lady at the counter that have not helped us before. We enquired about where the ring is and if it might have arrived yet. She kept insisting we provide a yellow invoice and I said that I did not bring it as I was in the Mall and thought I just check quickly. It seemed like she didn’t want to help us. We understand that she was not able to assist without the slip but the way she treated us and communicated with us was a terrible experience.

I went to Cape Gate store on 4 Feb to inquire if the give vouchers I received from my son is still valid. One of the Sales Ladies phoned the Head office to inquire what to do. It was concluded that when I purchase a item and she issue an invoice the computer will accept or decline the voucher. I continue to look for something to the approximate value of the vouchers. There was no other customers but me and the Sales ladies did not offer any assistance. I ignored this because I only want to use the vouchers. After about 15 minutes I decided on a watch. They continue to insurt the voucher number on the computer and it was accepted. I paid the outstanding amount, after it was deducted from the vouchers. The computer issued an invoice and they continue to pack the watch. Then they realized that the battery stopped. The one lady took money from the till to purchase a battery at the nearby store. She was halfway through the door when she came back and started to phone to head office. She took pictures of the vouchers and was waiting for head office to check if the vouchers is still valid! At this point I got very upset. I asked her, you already issued an invoice after the vouchers were accepted, now you want to cancel the transaction? She said, she just want to make sure the vouchers is still valid. If the voucher is not valid, she will give my money back! What happened with the first phone call to the Head office, when they instructed her to insurt the voucher no on the computer when issuing a invoice? Never in my life I had such a bad Customer experience. Because I was so upset and they want to get rid of the bad situation they created, the transaction was concluded. I can understand why the store had no other customers because clients do not get basic customer service. NEVER in my life I will do business with NWJ again - even if I receive a voucher.

Not only was the actual service of non-existence, but the prices are more expensive than on their website. When asked whether they have a bigger size/can get a bigger size ring - we were explained the extra cost involved. Luckily we checked online and they’ll upsize without extra cost. Disgrace that they’ll charge extra for something their company will do without extra cost.

If I could put no star I would. I have been engaged since the 25th of December. I took my ring back to be resized to a size M. it came back a size M and a half, my fiance paid for the resizing and I had to go back once again. I had to wait even longer this time as the jeweler only comes certain days and once again my ring is still an M and a half. so absolutely nothing was done. they refused to give my money back for resizing the ring and all the up and down and waiting they have caused because the manager wouldn't answer her phone. She knew I was going to be there today to collect my ring and knew my problem very well. My ring is now THINNER than ever and I am completely put off a ring that is suppose to bring me happiness. each time I get excited for more dissapointment. my ring is thinned out and weak and ruined and I took it to the place we bought the ring. why? because no one else will touch a ring that is not there's incase something goes wrong and they can't replace it. well something has gone severely wrong and my fiance spent an absolute fortune for this. I want someone to phone me with a solution ASAP as this is not fair to me and absolute pathetic and amateur service. Rather go to a proper jeweler that knows what they doing. this is not the last and I will not stop till this is sorted. PATHETIC

They getting 3 star cause of the manager and the lady who assisted me. The other lady who was preparing my jewelry gets 0 rating. I specifically asked her to pack my staff while I quickly ran to the toilet and she ddnt. Upon my arrival she was to busy doing nothing until the manager asked if she has packed my staff. She replied in Afrikaans that I went to the toilet🙄, so what? You can't pack 1 stupid item cause I went to the toilet. Total waste of my 2pminutes that I will never get back ever again. I won't rate the jewelry customer service is everything to me. The 3 stars are for the manager and the lady that was helpful assisting me get what I want.

Always excellent service and the best jewellery

Friendly staff very helpful great service this store gave me such an awesome experience just before Christmas made me feel like a million dollars.

I purchased a engagement ring from the store was very happy with everything till I asked for a quote for resizing they quoted me almost 3 times as much as I had it done for at another big brand store I also requested a quote for one of there other stores to-date I've never received a call or a anything from them very sad tho because I've now had to find a new jeweler and I have always liked your store

More a review of the NJW chain than this particular store, but I have always had a good experience at this store, so consider that. If you dislike stones/cubics or have an issue with how modern jewellery uses stones (i am in this category) you know how difficult metal only jewellery is to find and when you do find them, they all look identical to the last several pieces you found... this is why i love this brand! They actually have a reasonable amount of purely metal pieces and I am always discovering different ones to what i saw last time in their stores. Also, you can get some pretty good deals in store and on their website, so check both out.

I submitted a diamond ring for resizing. Amazing job done and great value for money. The ladies in the store are super helpful. Thank you NWJ!

I truly have never received worse service ANYWHERE. I sent my *brand new* ring into the store, as my stones had fallen out. I asked them to also resize while they were busy. This was on 24 April. It has been 7 weeks since I last saw my engagement ring. Every conversation is worse than the previous one. I have been into the store numerous times, to see where my ring is. I have called head office an area managed and sent many emails. Still absolutely nothing. This is supposed to be a happy time for myself and my fiancè, but all I have experienced is terrible customer service, or lack there of. This is disgusting. I hope that whoever spoke to me and failed at assisting me is very ashamed of themselves, because they really should be. I want someone to contact me to fix this terrible mess.