Browns Family Jewellers - Crossgates

Dear Brown’s Jewellers Management, I’m writing to make a formal complaint about the disgraceful experience I had at your Crossgates branch. I contacted your company online about selling my 9ct gold Cuban bracelet and was told to bring it into store for a valuation. I genuinely wish I hadn’t bothered. From the moment I walked in, the two women behind the counter were rude, dismissive, and completely lacking in basic customer service skills. Their attitude stank — no greeting, no professionalism, and certainly no respect. It was clear they couldn’t be bothered to deal with me properly. One of them asked if I’d had any other quotes. I said no, because I wanted to see what Brown’s would offer first. She then claimed the clasp spring was “damaged,” which is nonsense — the bracelet is only about eight months old and in excellent condition. She then had the nerve to offer me £600 for a 22-gram 9ct gold Cuban bracelet — an insult, and frankly, an attempt to take advantage of me. To prove my point, I went straight to Hymans Jewellers on Call Lane in Leeds city centre the same day. They treated me with respect, were honest and transparent, and paid £770 without hesitation. That’s £170 more than your so-called “valuation.” Your staff at Crossgates clearly need serious customer service training — and maybe a reminder that honesty and respect are supposed to be part of retail. Based on my experience, Brown’s Jewellers are either completely out of touch or deliberately trying to rip people off. I’ll be sharing my experience publicly to warn others not to waste their time or money at your stores. I expect a written response and an explanation for the behaviour of your staff and the insulting offer I was given.

Fantastic and lovely helpful Jewellers. Debbie and Mel both helped me with an engagement 💍 and now we have chosen our wedding bands.

Had a lovely day out at Browns Family Jewellers at Crossgates. Was attended to by Nik who was very friendly and helpful. This won't be my last trip there as there's so much to see and try! Nik and Mel patiently listened to my requests and stories and made suitable recommendations of pieces to try. It took a few tries(as normal!), but eventually I left with pieces I absolutely love and 1 piece put aside for the next trip! Lovely ambience in store, so many beautiful pieces to choose from and feels like you're getting a good bang for your buck. Doesn't hurt that there's a Costa Coffee to nip into right after you're done if you need a bite after all the excitement! Would definitely visit again for all jewellery-related purchases. They know their stuff 😊

Fantastic service from Nik at Browns in Crossgates. Not only did he find the watch my husband was looking for and reach out to let him know, but the price, service, attention to detail and aftercare was fantastic. They even helped me with the fastening on my bracelet that was troubling me, while we were there (a bracelet I already owned and didn't buy from them). I wouldn't hesitate to recommend Nik and the team, the service is second to none!

Recently purchased my girlfriends engagement ring from Browns. Debbie was fantastic each time I visited and helped me pick the perfect ring. We will be returning for our wedding rings. Would highly recommend to anyone :)