Reviewers often describe jewelry that breaks easily and orders that arrive wrong more than once. Many mention charm links snapping, tarnish, and pieces that look cheaper than the price suggests. Several customers say returns were hard to arrange and support instructions were unclear. One review is an outlier, giving a high rating while also describing no replies and delivery problems.
Examples from available reviews (Nov 2021 – Mar 2026).
They sent a wrong cheap-looking gift and refused proper refunds.
“They sent me the wrong item (which was very cheap looking) for a Christmas gift”
Charms fell off twice and were lost, showing poor construction.
“the charms have fallen off twice.”
Customer service was rude, poorly informed, and had language barriers.
“They clearly did not speak English well.”
Paid for a bracelet but received no response or delivery.
“they do not reply to emails and the telephone number rings and then disconnects.”
Many reviewers report incorrect shipments, including engraved gifts with the wrong details. Several say return labels never arrived or the company did not follow through after promising updates. Some orders showed up in the wrong size, and customers say returns required extra proof.
Several reviews call the pieces poor value, including $70 and $100 items that looked cheap. Customers mention clasps that barely worked and jewelry that feels very lightweight. A few comments say advertised materials such as 14K plating did not hold up over time.
Reviewers describe returns and refunds as difficult, including being denied full refunds after the stated time windows. Several mention slow replies and promises to fix orders that were not kept. One review gives a high rating while also reporting no response and a missing delivery.
Many reviews say charms came off, charm-connecting rings broke, or pieces failed within days or months. Customers report tarnish, skin discoloration, and gold plating wearing off after a year. Some items arrived smaller or lighter than expected.
Several reviewers say emails went unanswered and phone calls dropped. Multiple accounts describe agents as rude or uninformed, and some mention language barriers during support. One review claims the company would not publish a negative review.
Most reviews point to durability issues, frequent order mistakes, and returns that are hard to complete. Communication problems show up repeatedly and make bad outcomes worse. One outlier review gives a high rating while describing non-delivery and no replies.
For each review, the core experience based on original source reviews.
Sources: Sitejabber (15) · Collected.reviews (1) · Trustpilot (1) · Quotes shortened · As of: March 2026
They sent a wrong cheap-looking gift and refused proper refunds.
“They sent me the wrong item (which was very cheap looking) for a Christmas gift”
Both bracelets' charm connections broke within days despite replacements.
“the rings that connect the charms to the bracelet broke.”
Charms fell off twice and were lost, showing poor construction.
“the charms have fallen off twice.”
Bracelet appeared cheap and broke after a few months.
“it broke after a few months.”
Company provided no return label and failed to follow up via email.
“No return/exchange label provided by Brook and York;”
A $100 bracelet looked very cheap and clasp barely worked.
“it's the cheapest looking piece of jewelry I've ever seen.”
Mother's Day necklace turned green and company refused full refund.
“They refused to give moneyback after 60 days.”
They sent the wrong order and customer service was hard to understand.
“They sent the wrong order”
They allegedly gave confusing answers and refused to publish a negative review.
“They refuse to publish a negative review on their site.”
They sent wrong ring size and required jeweler proof to return it.
“I bought a ring in a size 6, they sent a 5.”
Customer service was rude, poorly informed, and had language barriers.
“They clearly did not speak English well.”
They sent the wrong engraved gift and were unresponsive about correcting it.
“wrong item arrived.”
A necklace advertised as 14K lost gold plating after a year.
“on the description it says 14K gold.”
Bracelet was cheap, too small, and overall disappointing for $70.
“It is cheap and it would fit a child's wrist not an adult”
Ring tarnished and turned skin green; customer service only offered discount.
“The ring turned our finger green and tarnished.”
Received a tiny low-quality charm and lightweight chain instead of expected piece.
“What I received was a very tiny charm on a very light, low quality chain.”
I have bought three bracelets in the recent past from brook&york, and I recently thought I bought another bracelet on Sept 30th. It is now Nov 27 and nothing. they do not reply to emails and the telephone number rings and then disconnects. It looks like they are out of business. But they do accept money and do nothing so I am out several dollars. I've emailed them twice asking what the status of the delivery of the bracelet is. They do not reply at all, but I can see they opened my email because it has an 'opened by' date on it.
I am very upset that they are doing this. I feel like there is nothing else to be done since no-one will reply to me. I will never buy anything from them ever again. I would recommend that no-one else does either, unless they are willing to wait several months for their product to be delivered.
Disgruntled customer
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Brook & York is an online jewelry retailer selling rings, bracelets, necklaces, and charms. The site offers engraved and personalized options and lists material details such as gold plating. Shoppers can buy single charms, charm bracelets, and gift-ready items through the storefront. The company ships to customer addresses and posts listings with size and material specs.