Browns Tracking Order Status

I’ve purchased in store at Browns several times and never had an issue, HOWEVER, on this occasion, I purchased a piece of fine jewellery (necklace) that arrived damaged. It was a gift for my daughter and she was adamant that this was the style she wanted which only Browns and Liberty had in stock. Everything else was fine but the necklace had a kink in its fine chain and unfortunately the kink is stuck so would need to be taken to the jeweller to repair or I would need to send to the designer at my cost and they said they would repair (they are based in France so I would need to send at my own cost and have to take out insured delivery for £2000 which is almost £100 and then I would have to pay customs on the item again once returned). The item also arrived without any certificate of authenticity which this particular designers pieces all come with. Browns do not have any more of the particular style in stock for me to return and replace for my daughter and offered me a measly 5% damage discount to keep the item or I could return the item back for a full refund. I will obviously be returning the item despite the fact that my daughter really wanted this particular style, but in all honesty, I really expected a better level of customer service. Most companies offer a minimum of atleast 10% damage discount and it’s almost insulting to offer 5% off for something with missing documents and damage to the chain. Whilst I appreciate the agents on the phone were polite, I feel the customer service overall is lacking and unhelpful. They weren’t there to provide a resolution or take any accountability to have the item repaired themselves by sending to the designer. Unfortunately my daughter REALLY wanted this necklace for her 16th and we cannot find any more stock of it anywhere now. In hindsight I should have purchased from Liberty London instead, but now they don’t have it in stock either. Very disappointing. I have no choice but to send it back and pick her second choice of gift. Really expected better from a so-called luxury goods retailer. I’m not one to leave reviews but I really feel insulted by a 5% discount on a £2000 damaged necklace which they can’t sell on but won’t even reimburse me to have it repaired by the designer myself.

Everything as it should be order on time. I'd love to order something again sometime. Thank you

Had a generally decent experience. Ordered leather SLP jacket on the 14th June, received on 19th June. The prices are great, much better than other places especially for Saint Laurent. The reason didn't give full stars is due to the bad performance from dhl

Great Prices, Good Comms and really fast delivery by DHL. Can recommend Brown's to anyone

I absolutely love this company. In August 2023, I purchased a pair of Versace shoes. After wearing them once, the sole of the shoe, which is glued...really Versace, gule???? slipped down about 1/2 inch, toward the toe box of the shoe. Anyway, I reached out the Browns and they immediately reached out to them via phone and the next day they contacted be via email. I sent photos and they took care of everything. It was wonderful to actually talk with a person. Their customer service is top notch and really care about us. I will be purchasing from them again. I had a wonderful customer experience.! Thank YOU Brown's Fashion!!!