1 reviews | Active since Dec 2017
EXPENSIVE EARRINGS DEFECTIVE
I bought 18cr gold and diamond earrings from Browns Jewellers Brooklyn, South Africa. After wearing it for the first time, the clip on one earring came lose and fell off. I then took it back to Browns Jewellers to have them replaced as they were defective. Browns took them in, but refused to replace them, adding that they will have them repaired at their cost. I never wore the earrings again, until going abroad. I wore them for the 2nd time, and the same thing happened. This time the clip fell off and I found the earring lying on the ground. I could not find the clip. I then again took the earring to Browns Jewelers In Brooklyn, Pretoria when I returned from abroad. They took it in for "evaluation". I got and email back from their Customer Care. The person praised the "fine piece of diamond jewelry" but refused to have them repaired or replaced. They were willing to repair the earrings for R650 and as a gesture of "goodwill" polish and secure all claws".
I find it disgraceful and totally unacceptable that a company like Browns Jewellers cannot take responsibility for defective work and then refuse to have it repaired at their cost.
Hi Katie, thank you very much for getting in touch with us regarding this matter and allowing us the opportunity to respond. I have personally reviewed our assessment documents relating to your earrings as well as discussed this matter with our customer care consultant that assisted with your query in an attempt to better understand the matter at hand. The earrings were originally purchased in August 2016 I have been unable to find any record of them being returned to us for repair prior to this November. Once your earrings were received by our customer care department we immediately began a very thorough and objective assessment process during which time your earrings were scrutinized by our master jeweller. It was determined during this process that the damage to the earrings were not caused as a result of poor workmanship. As your earrings were part of an exclusive and limited collection which we no longer keep we would need to hand-make the clip in order to replace this and as such we submitted a nominal quotation to you, for R650 based on the cost price of manufacturing the replacement clip. The refurbishment and polishing of your earrings would then be carried out as a complimentary service to you.
Kind Regards
Laurence
Hi Katie, thank you very much for getting in touch with us regarding this matter and allowing us the opportunity to respond. I have personally reviewed our assessment documents relating to your earrings as well as discussed this matter with our customer care consultant that assisted with your query in an attempt to better understand the matter at hand. The earrings were originally purchased in August 2016 I have been unable to find any record of them being returned to us for repair prior to this November. Once your earrings were received by our customer care department we immediately began a very thorough and objective assessment process during which time your earrings were scrutinized by our master jeweller. It was determined during this process that the damage to the earrings were not caused as a result of poor workmanship. As your earrings were part of an exclusive and limited collection which we no longer keep we would need to hand-make the clip in order to replace this and as such we submitted a nominal quotation to you, for R650 based on the cost price of manufacturing the replacement clip. The refurbishment and polishing of your earrings would then be carried out as a complimentary service to you.
Kind Regards
Laurence