Very Unhappy Customer - Brown Mall of Africa

<p>I am not going to write a review, but I am going to paste my communication via email with Bronws and I will not recommend anyone to buy an Engagement or Wedding ring at Browns.</p> <p> </p> <p> Please see below and tell me what you think:</p> <p> </p> <p>Dear Aviwe,<br /> <br />Thank you for your email.<br /> <br />I am not happy with this result. First because this is the second time I had to bring this ring back for repairs from 14 August 2016 when I bought it.<br /> <br />Due to the fact that I could not detect any mark on the four corners that covers the diamond. So if this diamond was bumped as you say why can I not see any marks on it.<br /> <br />I have spoken to a lot of people regarding this issue and they have never heard of a diamond break like that so easy. My fiance is a teacher and she would know if she bumped her ring, because like I said she takes very good care of all her jewellery.<br /> <br />So now it's going to cost me R2,500.00 to repair something I didn't break and I paid almost R28,000.00 for the ring and to replace the diamond it will only cost R2,500.00 so this means it's quite a cheap ring? You talk about service and how you want to give your customers the best kind of service but if I read on Hello Peter your reviews don't look good 1.6 rating and you talk about best customer service and most of the cases are similar to mine, but I must be happy with this outcome?<br /> <br />Wouldn't my fiance havea mark on her finger or something or damaged the ring on other places to break the diamond like that. But as I said I couldn't see a mark on the rest of the ring. So please send me a detailed report on how the diamond could have broke and if there are any marks on the rest of the ring.<br /> <br />I want this to be looked at again, because I feel this was a flaw in your your product and must be fixed free of charge and don't talk about a very delicate and fine peace, because you make it sound like a diamond can break like that at any time.</p> <p> </p> <p>Lyon Venter</p> <p> <br />From: Browns The Diamond Store - Client Services ********** />Sent: 30 Mar 2017 4:18 PM<br />To: Lyon Venter<br />Cc: Browns - Mall of Africa<br />Subject: RE: ***</p> <p> </p> <p>Dear Mr Venter,</p> <p> </p> <p>Thank you for your emails and for taking my call earlier.</p> <p> </p> <p>We are very sorry to have heard about what happened to your wife’s diamond.</p> <p> </p> <p>Your wife’s ring is a very delicate and fine piece of diamond jewellery, and we stand firmly behind the quality of our jewellery. We have stringent quality controls in our workshop to ensure that the highest level of quality standards are met and maintained.</p> <p> </p> <p>The process that we follow with assessing each and every repair is a rigorous one where any damage is carefully and objectively assessed allowing us to offer our customers the best possible option under each circumstance. This process is in place so that we can identify any faults and determine whether or not there is a fault or flaw in the design of the piece, so as to address these issues going forward. We treat each assessment brought in individually so that the best possible solution can be identified and implemented.</p> <p> </p> <p>I would like to point out that Browns has been in existence for years, we would never want to ruin our own reputation by being dishonest to our clients however, you are more than welcome to have your diamond valuated by another jeweller.</p> <p> </p> <p>In your first email, you have mentioned that “if a diamond is struck at the right angle and the right amount of impact, diamonds can actually separate” which is what seems to have happened with your wife’s ring.</p> <p> </p> <p>We will be able to replace your diamond for you at a cost of R2 500. This cost will include polishing your ring as well as checking all the claws.</p> <p> </p> <p>Please let me know if you would like us to proceed and replace your diamond or return the ring back to our Mall of Africa store as requested on your last email.</p> <p> </p> <p>Kind regards,</p> <p> </p> <p>Aviwe Nobakada</p> <p>___________________________________</p> <p>Client Services</p> <p>Browns The Diamond Store</p> <p>The Most Beautiful Diamonds in the World</p> <p> </p> <p>No.105 Conrad Drive</p> <p>Blairgowrie, 2194</p> <p>Johannesburg</p> <p>South Africa</p> <p> </p> <p>PO Box 782992</p> <p>Sandton 2146</p> <p>South Africa</p> <p> </p> <p>Tel: +27 11 ********** </p> <p>Fax: +27 86 ********** </p> <p> </p> <p>Email: ********** <p>website: www.brownsjewellers.com</p> <p> </p> <p>From: Lyon Venter ********** <br />Sent: 28 March 2017 02:10 PM<br />To: Browns The Diamond Store - Client Services<br />Cc: Naomi Botha; Browns - Mall of Africa<br />Subject: ***<br />Importance: High</p> <p> </p> <p>Dear Aviwe Nobakada,</p> <p> </p> <p>A scary thing just came to mind.</p> <p> </p> <p>How do I know that is a real diamond in my ring because I never got it checked and evaluated. What guarantee do I have Browns are going, to be honest about this? What if the diamond was swapped when we returned it the first time?</p> <p> </p> <p>I am not saying this is the case, but you can appreciate that this is more of an investment than a simple piece of jewellery. I need to be sure.</p> <p> </p> <p>Can I request that you return the ring to the Browns branch and I will ask an independent party just to make sure that all is still well with the stone. Once I am sure, I will be more than happy to return the ring to you in order to get it fixed.</p> <p> </p> <p>I still want to emphasize my first mail: “For me this is a factory fault and should be fixed or replaced. No charge for my account.”</p> <p> </p> <p>If we can’t come to a satisfactory resolve, I would need my money refunded in full.</p> <p> </p> <p>Lyon Venter</p> <p> </p> <p>From: Lyon Venter <br />Sent: 28 March 2017 13:34<br />To: ********** ********** />Cc: 'Naomi Botha' ********** ********** ********** />Subject: ***<br />Importance: High</p> <p> </p> <p>Dear Aviwe Nobakada,</p> <p> </p> <p>Thank you for the email.</p> <p> </p> <p>I am really not happy with this ring and it’s only 7 months old. When we got it resized we lost a stone and had to take it back and now the diamond broke so back again to Browns. So you can imagine how I feel to pay that kind of money on a ring (18ct White Gold Diamond) and it breaks just like that.</p> <p> </p> <p>I know diamonds grow and crystallize with cleavage lines if struck at the right angle and the right amount of impact, diamonds can actually separate and cleavage lines are the diamonds weak spots. But other than that, diamonds are VERY durable if I am not mistaken. So durable in fact, that the only way to polish a diamond is with another diamond. Diamond dust is what does the polishing job.</p> <p> </p> <p>In this case the diamond does not even stand out above the ring so if it got bumped or something the 4 pins standing out above the ring should have taken the blow. My fiancé is a perfectionist and the ring even sleeps in its box every night.</p> <p> </p> <p>Browns MallofAfrica (Marc) told me this is our fault and we bumped it against something and we must claim from our insurance.</p> <p> </p> <p>For me this is a factory fault and should be fixed or replaced. No charge for my account.</p> <p> </p> <p>We wanted to buy my wedding ring from Bronws but now I am not too sure.</p> <p> </p> <p>Lyon Venter</p> <p> </p> <p>My story is sad as most of them on Hellopeter and you must just accept this and let your insurance pay for something you know you didn't damage.</p> <p> </p>