Review Time
I purchased an engagement ring from Brown’s Jewellery in December 2018 for a significant amount of money, trusting I was investing in a high-quality piece that would last.
Since buying it, I have regularly brought the ring in for cleaning and maintenance to ensure the claws were secure and properly checked. Recently, I noticed one of the claws had bent. Thankfully I spotted it quickly and immediately took it into one of the branches.
After that, I heard nothing for weeks. I had to chase repeatedly before finally receiving a response, only to be told that the repair would cost £2,000. I was shocked. For a ring of this value and reputation, I did not expect to be told it effectively needs a complete rebuild after normal wear.
When I emailed to ask how such significant damage could happen to what is marketed as a high-quality product, I was told that “day-to-day wear” could not have caused this. The wording felt accusatory and dismissive, as though I was being blamed for the damage. I do not do manual work, I am a full-time mum with two young children, and I do not engage in activities that would cause extreme impact to my jewellery.
What has added to my distress is the lack of communication. I have not received replies to two of my emails since 19th February and currently have no clarity on where my ring is or what is happening with it.
I feel incredibly disappointed, not only in the product durability but in the customer service. This ring is deeply sentimental, and being told to pay £2,000 for damage I do not believe I caused, without proper explanation or communication, has been upsetting and unsettling.
I expected far better from a brand positioned as premium.
I purchased an engagement ring from Brown’s Jewellery in December 2018 for a significant amount of money, trusting I was investing in a high-quality piece that would last.Since buying it, I have regularly brought the ring in for cleaning and maintenance to ensure the claws were secure and properly checked. Recently, I noticed one of the claws had bent. Thankfully I spotted it quickly and immediately took it into one of the branches.After that, I heard nothing for weeks. I had to chase repeatedly before finally receiving a response, only to be told that the repair would cost £2,000. I was shocked. For a ring of this value and reputation, I did not expect to be told it effectively needs a complete rebuild after normal wear.When I emailed to ask how such significant damage could happen to what is marketed as a high-quality product, I was told that “day-to-day wear” could not have caused this. The wording felt accusatory and dismissive, as though I was being blamed for the damage. I do not do manual work, I am a full-time mum with two young children, and I do not engage in activities that would cause extreme impact to my jewellery.What has added to my distress is the lack of communication. I have not received replies to two of my emails since 19th February and currently have no clarity on where my ring is or what is happening with it.I feel incredibly disappointed, not only in the product durability but in the customer service. This ring is deeply sentimental, and being told to pay £2,000 for damage I do not believe I caused, without proper explanation or communication, has been upsetting and unsettling.I expected far better from a brand positioned as premium.
Went into the store to get my grandads signet ring re sized as it was too big for me , they said yes no problem - measured my ring size to perfection , also my partner has took a few rings there to get them fixed clean , quick and reliable. Went in Saturday rings ready to collect by Tuesday - great price and customer service
I wish I had checked these reviews before. I bought myself a special ring from Browns in December 2023. I have worn it very little as I work in the NHS so don't wear it in work. One of the diamonds has fallen out and the retailer has said "I’ve received the assessment from our workshop regarding your ring.The diamond came loose because the claws have worn down over time, which is a common occurrence.To replace the diamond, retip all the claws, and polish the ring, the quote is £190."How do gold claws wear down after 20 months of minimal wear. I am waiting for feedback from the complaints department, but after reading the reviews I am very anxious.
We visit Brown’s in Meadowhall Sheffield quite frequently and I have to say their customer service is faultless , They are warm , welcoming, friendly and extremely helpful even when you’re just browsing you are given special treatment, offered a seat a drink and as much help as you need When you do purchase from there they make you feel so special no matter the size of your purchase , you literally feel like a princess My husband purchased one of their protea eternity rings for our anniversary , their diamonds are exquisite!! So sparkly even in the smaller pieces !! And their prices are very competitive, this was my first piece fro them 2 years ago I have just chosen some small Huggie gold diamond earrings for our next anniversary, they’re very dainty for everyday but the sparkle is still out of this world ! All the staff there have become like family to us , when we just pop in we are remembered and welcomed just like a new customer , they always offer to clean my ring and my other rings whilst we browse This has become my new favourite place , their jewellery, their service , their aftercare is amazing, we used to buy from goldsmiths but haven’t looked back from browns since our first visit 2 years ago !!
I’m incredibly disappointed by my experience with Browns Jewellers and feel compelled to share it so others can be aware.I purchased a ring in 2022, wore it fewer than 20 times, and already a diamond has fallen out. I was told the issue was due to a broken claw, which I believe is a clear indication of poor workmanship — especially from a brand that positions itself as luxury.Instead of taking accountability, Browns insisted that I pay R1,500 for repairs. Only after challenging the fairness of this charge did they offer a 50% discount, still expecting me to pay R750 for damage that was not caused by me.To make matters worse, I was told that if I do not pay and collect the ring, it will be sent to their “Treasury” and incur a 10% holding fee. This felt like added pressure. Why I should pay to fix something I believe should never have broken in the first place?The response I received also stated that if this was a manufacturing fault, it would have shown within a month — which is not true under South African law. According to the Consumer Protection Act (CPA), consumers have the right to receive goods that are of good quality, free of defects, and durable for a reasonable period. Even after six months, if a defect surfaces that can be linked to poor quality or manufacturing issues, the consumer is still protected.I have since escalated this matter to the Consumer Goods and Services Ombud (CGSO) and the National Consumer Commission (NCC), as I feel Browns has failed to uphold its responsibilities to me as a customer.To add to the frustration, I was just informed that my ring is being sent to their Treasury Department, even though I clearly stated that the matter is under dispute. I have made it clear to Browns that I will not be held responsible for any additional charges related to this decision, as it was made without proper resolution or agreement.Browns may look like a luxury brand on the surface, but based on my experience, they do not stand behind their products or treat customers fairly when problems arise. I would strongly recommend thinking twice before making a purchase here.
I bought a tanzanite and diamond ring from Browns at Johannesburg International airport. 89,000 rand. It lasted 6 days before the central stone just fell out (I was literally just standing in my dining room - I hadn’t bumped it). I contacted Browns who wanted photographs, duly taken, which showed 4 empty claws and a loose tanzanite. After a bit of to and fro: silence. I took to my own jeweller in Sydney who said the claws were too fine and too short to hold the stone. Valarie from Browns interpreted this as showing no faulty workmanship on the part of Browns. I wish I had read the other reviews here before wasting money with these charlatans. In contrast, I have a ruby and diamond halo ring (from a decent jeweller) that I have worn every day for the past 7 years with no issues whatsoever.
Went to their store in Durban and was going to buy a bracelet , marked priced was R195k. Sales assistant informed me that the “ marked price “ wasn’t the actual price and that it was now R235k. On my return to home , I made contact with Brownes , finally got to engage with a manager after 5 emails . They told me they were disappointed to hear of my experience and that if I’m passing by again , they will sell me the bracelet at the correct price . As I live 12,000 miles away , that is somewhat unlikely !!
Browns Diamond store quality is definitely not what they promote it to be. I have had the worst experience with having a claw move on my engagement ring. After sending it back for an assessment, they returned it in its original state after apparently fixing it. There is no accountability for this and it wasted but another 2 weeks of my time. After the first repair came back, 4 weeks after this, a different claw bent back to 90 degrees from the diamond.They have refused an assessment and that, there was no manufacturing fault. However with having just been repaired and wearing the ring for 4 weeks, it broke again, how can this so call quality brand call themselves masters at craftsmanship. If I were someone looking for a ring, I would definitely not suggest looking here. Although store service is good, it’s whatever is happening behind the scenes which needs massive attention.
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