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.
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