Absolute nightmare with Browns' workshop

DO NOT EVER USE BROWNS' WORKSHOP FOR RESIZING OR REPAIRWORK

I dropped my 2010 engagement ring (purchased at Browns) off at Browns to be resized on 14 June 2024. The associate in store examined it and mentioned the claws may need resetting. She also advised that the resizing may require the ring to be remade and/or that I would have to pay in, because I was going up more than two sizes. All good. It would have to go to the Workshop in Gauteng (I am in Cape Town). Also fine. It would take 2 weeks. Understood.

They took GREAT CARE to look up my details on their system and find a record of the purchase of this ring with all it's details. I felt comfortable I was returning my ring to the manufacturer and they, being Browns, had everything they needed on file to keep my ring safe and secure throughout the workshop process.

A week later I got a call indicating the workshop had assessed my ring and it was in terrible condition (??? - nafc why; I work at a desk all day on a computer) and that yes, it would need to be remade as part of the resizing process. Okay fine, I thought. This might cost a bit more, but it's in the workshop now, I might as well go through with it.

When I went to collect my ring three weeks later, while the three diamonds were in the same arrangement as before, everything about the look of the ring was different. I immediately insisted there must be some mistake - this ring is similar, but it's not my ring, and they swore to investigate what had happened.

Through pure luck about 6 weeks ago we were able to find an ex Browns employee who had purchased an identical ring as mine to use as a basis to remake my ring. But the ring I was called in to collect last week STILL DID NOT LOOK LIKE my original ring (or the template we found to use for the design) despite being reassured they now had a design for my ring on file to use as a reference. It has thus been sent back AGAIN to be remade YET AGAIN.

It is now 13 September 2023 and, despite REPEATED REQUESTS, I have yet to receive an explanation for what went wrong. However it does appear as if they: 1. Do not keep a copy of designs of rings sold over the years, on file 2. Do not photograph jewellery or make a design reference of jewellery before melting it down in the workshop 3. Do not care in the slightest to offer an explanation as to what happened 4. Do not care in the slightest they have destroyed my engagement ring - the most valuable and sentimental object I own - nor have they attempted to make my life or the sales associate life any easier while this utter farce of a process stretches on

They seem unable to follow design files even when they have recently created one, in the remaking of a ring. And even after I have pleaded for this to be escalated to management to be resolved, there isn't a hint or urgency or remorse in their actions.

Awful experience. Do not give them your business. I can't even guarantee the diamonds I will get back in the ring are the same ones as before.