I bought a wedding band in February 2020 for £600 from Ernest Jones Grafton centre in Cambridge. Soon after, the store shut down due to COVID restrictions and I was informed that instead I would be able to collect the ring from the Ernest Jones Lion Yard branch once it reopened. Unfortunately, I couldn’t pick up the ring from the store after lockdown restrictions eased last summer as I was self-isolating in London and then had to travel to Canada for five months. However, I informed and reminded Ernest Jones of my situation on several occasions and was constantly reassured that the ring was safe and I could collect it in the new year. Upon my return to the UK about two months ago, I called the store about 50-60 times (no exaggeration) to arrange the collection but was unable to get through to anyone. Then about a month ago, a member of staff, Richard, finally answered and to my horror told me that the ring was missing! I was informed that somebody would call me back with more information, but nothing. I then tried to call the store a few times for an update and surprise, surprise- no answer! At this point I decided to call up Ernest Jones customer services who finally arranged for the Lion Yard store manager, Katie, to call me. Positively, she informed me that I should be entitled to a full refund as it was a mistake on their behalf. However, about 10 minutes later, shockingly I received another call from her to say that my ex-partner, who I am no longer on speaking terms with, had just tried to return the ring, meaning it had been in his possession the entire time! So not only did Ernest Jones give away my property to an unauthorised person with no proof of purchase, but they also failed to even record the handover on their system. Katie said she would call me back after investigating how this farce happened, but of course there has been radio silence on their end and no answer when I have tried to call. This is the worst service I have ever encountered, unprofessional, unorganised and full of empty promises. Not only have I lost a lot of money, I have also lost countless hours and this whole episode has placed a significant strain on my mental health during what has already been a very stressful period of my life. Do not shop here - avoid this place like Covid-19!