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.
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