Brown & Co. Jewelers — Local services in Atlanta

Not only was this one of the worst experiences I’ve had with a store, but it has to be one of the worst stores I’ve ever visited. “Terrible” doesn’t even begin to describe it—I completely regret coming here.

I brought my brand-new timepiece in yesterday to have it sized. When I walked in, the watch was in new condition, never worn or touched. Immediately, I was greeted by the same salesperson I encountered during my previous visit, which was also far from great, but I didn’t realize it could get worse. Unfortunately, it did.

I explained that I had purchased the watch two days ago from another authorized dealer but didn’t have time to have it sized at the store I bought it from so I asked if I could have it done here. She agreed and took my watch to the back. Normally, when someone handles a timepiece or jewelry, the item should be placed on a tray and for the person to wear gloves to ensure no damage is done. Unfortunately, neither of these precautions were taken.

When I received my watch back after the links were removed, I noticed two deep scratches on the clasp. I’m still not sure how this happened during the sizing process, but I’ve never experienced anything like this in other stores. Not only did my watch return in a worse condition than when I brought it in, but the overall service was disappointing.

It felt as though the salesperson didn’t want to help me from the start. Was it because I don’t look a certain way? The first time I visited, wearing a different timepiece, I was asked, “Where did you get your watch from?” Why is that even relevant? It’s none of their business. Unfortunately, the same question was asked again by the same salesperson during this visit.

I couldn’t help but feel discriminated against based on my appearance. Age or looks should never factor into how a customer is treated. If someone’s car breaks down, they take it to the dealership, expecting it to be treated with care and professionalism. I expected the same level of service for my timepiece, but instead, I left the store not only with my timepiece not in the same condition I brought it in, but also feeling deeply disrespected by the same salesperson who assisted me last time.

I hope management sees this and understands that this is not how customers should be treated.

Update: The number given doesn’t work. Now I’m left with a damaged watch and no one to speak to. The level of professionalism and care to customers is nonexistent. I feel so disrespected and upset with this whole situation. I hope nobody ever goes through...

My family has been purchasing from the Brown & Co location in Roswell for more than 30 years now. So we obviously love this jeweler. When I was little I would color at their kids table while my mom shopped around, and now that I am older I also own a number of pieces purchased from them. My mom and I buy a lot of jewelry and the bulk of it is from Brown and Co. We always have a wonderful experience.

Recently, I came in by myself to drop a number of my mom’s older John hardy pieces for cleaning. John hardy pieces tends to get a little gunky if they aren’t worn and cleaned often. This was my first time dropping anything off to be cleaned and honestly the clerk, an older woman by the name of Marie, was a little bit off putting and a little bit rude. I was dropping off thousands of dollars worth of jewelry off and she seemed to not really care and was busy doing something else. She didn’t even give me a chance to tell her what I wanted. She just took the pieces and made a ticket without telling me when they would be ready to pick up or even if they charged for basic cleaning. I had to ask her a number of questions to clarify.

Even with that not perfect experience I still highly recommend them. The only less than stellar experience I have had in many, many visits. Even the rest of that visit was wonderful. I was only planning on dropping off and not buying anything new but of course I had to browse a little.I was looking at some very simple dainty David yurman bracelets to mix with the nicer gold stack I already own. Ms. Maria Montelongo helped me and she went above and beyond. She understood what I wanted and brought out a few pieces that matched exactly what I was looking for on the dime. I actually purchased two bracelets from the ones she had chosen. I was honestly very pleased and surprised by her attentiveness especially because this was my first time in without my mom. I’m a senior in college so I’m pretty young and I also wasn’t looking at any super high ticket items this visit. I was a little concerned that the associates wouldn’t take me seriously alone after my experience dropping off the pieces to be cleaned, but Ms. Montelongo was wonderful. I couldn’t have asked for a better buying experience. I will definitely be purchasing...

I needed my wedding ring and engagement ring resized. My husband got my ring there and had a great experience. I love it so much. Of course we went there to resize. During the pricing I was given a quote for resizing, in my case meaning adding metal to the band because it was too small. Henry helped us and he was incredibly professional and kind throughout the process. He did nothing wrong. When I went to pick up the rings, this young white male couldn't find them at first. Then, when he did he just tossed them on the counter. I let that go but when he gave me the rings, they had clearly been stretched as the bands were much smaller at the back than the sides or the front. When I asked the young white male behind the counter he immediately became rude. He gave it to Henry who had taken them in and Henry called the jeweler who claimed he did add metal to resize the ring and he did not stretch them. Henry was professional as usual and tried to help solve the problem. He asked the manager for help. I told her I felt upset that my ring had been stretched so thin and that the jeweler was claiming he did things that he didn't do. In the background the young white male said "That's just the price for resizing." The manager finally looked at my ring and said yes this has been stretched. She gave me a refund but was very unprofessional the whole time. After acknowledging that the ring had been stretched not resized she still made comments. She tuned to Henry while we were all at the counter and said "She says yes (it's stretched), and we say no." While sighing and shrugging her shoulders. Henry did not respond to her unprofessional comments. I now have a ring that will likely bend if I carry a jug of milk. Too bad I can't have my original back. IN SHORT, they are either claiming they are adding metal when they aren't and they were angry that I noticed, or the jeweler is disorganized and has no idea what he did. Maybe the jeweler gets paid more for resizing when metal is added vs. stretching and he lied. Regardless, I would give one star but Henry is so professional that I added one for him. Now when I look at my ring I feel sadness about this experience instead of the joy of...