Based on recent customer reviews, Browns The Diamond Store is facing significant customer experience challenges, particularly around product durability and after-sales service. A recurring theme is diamonds falling out of rings shortly after purchase or after biannual integrity checks, with customers feeling repair charges are unfair given perceived workmanship issues. Shoppers consistently mention poor communication, delayed quotes, and unresponsive escalations. While isolated voices praise individual staff members and the in-store experience at flagship locations, the prevailing sentiment reflects frustration with accountability, cancellation handling, and the gap between the brand's luxury positioning and post-sale support.
NPS Score
-100
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Browns The Diamond Store
How is Browns The Diamond Store rated on Hellopeter?
Hellopeter has tracked Browns The Diamond Store across 204 reviews. Browns The Diamond Store hasn't collected enough recent reviews — at least 10 in the last 12 months are needed — to calculate a TrustIndex score. Have you used Browns The Diamond Store? Write a review to help others decide.
Recent reviews (2)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jul 2019
Terrible customer service and left with a broken ring
I bought a ring from Browns. Although it was a while ago, the diamond fell out and they made the gold crack. I took it into the Sandton branch and it was sent away to the workshop. More than a week later I get feedback, that they can't do anything. Supposedly it's an old style that they don't make anymore, and don't have any need to fix it. I asked what else they could do as clearly Browns is not solution orientated. Why do I have to ask what other options to fix a ring that they made. I still haven't heard back from them as the ring was supposed to be sent back to Sandton. I also contacted Browns on email asking for an escalation, and well, quite frankly some customer service. No response a week later.
1 reviews | Active since Jul 2019
Terrible customer service and left with a broken ring
I bought a ring from Browns. Although it was a while ago, the diamond fell out and they made the gold crack. I took it into the Sandton branch and it was sent away to the workshop. More than a week later I get feedback, that they can't do anything. Supposedly it's an old style that they don't make anymore, and don't have any need to fix it. I asked what else they could do as clearly Browns is not solution orientated. Why do I have to ask what other options to fix a ring that they made. I still haven't heard back from them as the ring was supposed to be sent back to Sandton. I also contacted Browns on email asking for an escalation, and well, quite frankly some customer service. No response a week later.
1 reviews | Active since Sept 2024
Brown’s jewelry integrity program is a farce
Browns has a compulsory biannual ring check program, which checks the integrity of the ring, and more specifically the claws that hold in the diamonds. We did the latest check a few weeks ago, and literally 2 weeks after the check 2 diamonds fell out, with no issues being reported during the inspection. When taking the ring back to Browns for a claim they refused to replace the diamonds. So the whole program is a farce and just a reason to get you to go to the shop
1 reviews | Active since Sept 2024
Brown’s jewelry integrity program is a farce
Browns has a compulsory biannual ring check program, which checks the integrity of the ring, and more specifically the claws that hold in the diamonds. We did the latest check a few weeks ago, and literally 2 weeks after the check 2 diamonds fell out, with no issues being reported during the inspection. When taking the ring back to Browns for a claim they refused to replace the diamonds. So the whole program is a farce and just a reason to get you to go to the shop