Ernest Jones Reviews

Name: Ernest Jones
Rating: 2.75

2.8 Rating 122 Reviews

43 %

of reviewers recommend Ernest Jones

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2.8

Based on 122 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 58%
Accurate And Undamaged Orders	Greater than 60%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week

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Ernest Jones 1 star review on 20th December 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“If you want your ring to last more than 2 weeks please don’t buy from earnest Jones my diamond fell out 2 days after my purchase got the diamond replaced after a lot of struggle and the same diamond fell out again after a week however upon arriving I was told they will send the ring back to determine if it’s manufacturer fault or due to wear and tear I was called to say they could not find a fault and if I want my same diamond replaced I will have to pay. Customer service in Silverburn branch is appalling they don’t want to know you after they take your money. I would never buy anything from Earnest Jones again. If you want good customer service after your purchase then I would strongly recommend Beaverbrooks.”

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Posted 2 years ago

“Ordered watch online .order went through. On there website the watch was showing in stock .gets a text 4 days later to say the watch is out of stock.They seem to have a big problem when saying there stock availability is OK. Yet when you order its seems to be the opposite. OUT OF STOCK.Not a good way of running business. ..”

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Posted 2 years ago

“Worst experience ever and as you can imagine stress like this before wedding is not what I need. Ordered our wedding rings. Payment was taken but only for one ring.Got in touch with crc to ask why. Couple days later I am advised that 2nd ring is out of stock. Why are you selling items, letting order to be processed for out of stock items?! Then I am told order will be processed as soon as ring is back in stock BUT no date given just yet Eeerrrm when its my wedding ring I rather know now if I will get it in time! Also I am bombarded with multiple emails from 3-4 people each telling me different information... Like, What the ****. Get your facts right! Few days after 1 ring gets despatched but OMG it's DX, worst than Hermes! It took 3 Delivery attempts for me to successfullyget hand on my order. You would think company like this selling expensive goods would use reliable delivery service... but clearly investing in client customer service and despatch is not something Ernest Jones would bother... And gues what, the ring I am waiting on is still available to buy online!! No such thing as info to advise that it might be out of stock...”

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Posted 2 years ago

“I purchased a very expensive (£2,000) tanzanite and diamond ring from their fancy LeVian range. After wearing it for about 6 months (never engaging in anything rough) a portion of the main stone chipped off. The customer service representative (Rebecca Lyon’s) concluded I must have damaged the ring and would need to have it fixed at my expense. I am a very angry and disillusioned customer and will never shop there again. I still have £1500 of my loan for this piece of rubbish to pay off.”

Ernest Jones 1 star review on 6th September 2022

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Posted 2 years ago

“I got diamonds earrings from my husband. he was told in shop that with gift receipt it will be no problem to exchange or return if I don’t like them . Actually I don’t like them so I back to shop to exchange them to other one . Unfortunately I was told that is not possible to get exchange or return of that diamonds earrings for hygiene reasons because I opened plastic bags , but I opened small plastic bag to actually see them . How you can see diamonds rings without opening plastic bag ! Shocking ! I back to shop next day so I even didn’t have a chance to wear them . Staff very rude. Don’t buy there if you don’t want a disappointment ! I didn’t get any diamonds certificates or even any information about earrings .”

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Posted 2 years ago

“Went to two shops Firstly cheapside then onto bond st The staff couldn’t be any more helpful Very polite and very knowledgeable Louise at Bond Street was fantastic, she phoned me and emailed after visiting shop Very pleased 😀”

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Posted 2 years ago

“Was in Stockport. Ernest Jones as usual they went above and beyond customer service habiba very professional nothing to much trouble saw a ring did not have it in the shop this young lady ordered it on sat 21may came in to day24 may 2022 this is why I keep buying all my jewellery from this store originally saw it in the Trafford centre Thursday 19may however nobody from that shop could be bothered serving me so I walked out and that is why habiba ordered it for me will not be going in that shop again very poor customer service but Stockport as usual looked after me also lovely lady manager well made up for my bad experience you should be proud of your Stockport Mersey way store thank you to those lovely ladies who looked after me so well thank you so much I will be back”

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Posted 2 years ago

“Bought an Omega watch from Earnest Jones in early January as a treat for my self because of the past 2 years of Covid etc. Watch arrived no problems, just didnt really suit my wrist as it was a bit clunky on my wrist but was also talk of my job ending prematurely, Decided to return the watch for the no quibble return. After waiting almost 2 weeks i asked what was going on, only to be told , they cannot find watch, and could i send them proof of postage, which i duly passed onto Ernest Jones. They explained this should resolve issue and the refund should be tied up shortly. Then i get a letter from the team at Earnest Jones saying basically Royal Mail "think" my label may be faulty , but are unable to provide or show this label , which is obviously attached to the box with the watch in this. I have had numerous correspondence with Earnest jones who simply say they dont accept my proof of postage, but can not provide any more information, so as it stands i am almost £7000 down with zer watch and a stress level throuh the roof. Keep away from Earnest Jones, their promises of no quibble returns are simply lies, even after i have provided proof of postage, they are with holding the money and they or the royal mail refuse to offer any proof to back up a claim saying they "think" label is faulty, if the so called label was faulty, they could show this to me and this would be attached to the item they say they don't have, so if they have this so called faulty label they obviously have the box and watch which they claim not to have. STAY AWAY, Nothing at all Earnest about Earnest Jones. I will be seeing you in court.100%”

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Posted 2 years ago

“I bought my boyfriend a watch for his birthday and wanted the birth date engraved on it. Ernest Jones sent it away to be engraved and when I came back to the store to pick it up the watch had the wrong date engraved on it! They did send it back to get it amended and returned it a week later however the date engraved had the spacing all wrong so instead of showing a date 21.02.22 it actually reads 210 222 - by this time I didn’t have the time (or patience) to send it back again so accepted it but I wouldn’t recommend the engraving services at all! Friendly enough staff in the store just a really poor service around the engraving and they don’t reply to emails!”

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Posted 2 years ago

“We bought an engagement ring in January 2020 Edinburgh. The smallest diamond that is hidden under the crown diamond fell off. There was no heavy impact that we could recall and given the position of the diamond it was unlikely to be the first one to fall out if there was impact. We went back to Ernest and Jones to see what they can do, we were aware that there is only a 12 month warranty and we hadn’t purchased additional insurance. Given lockdown measures in 2020 and 2021 and the fact that this diamond is protected by the crown we were certain they would help us as part of their customer service. However upon arriving we were told we would have to pay for it ourselves, after pushing they said that the workshop can determine if its a manufacturers mistake and if so fix it for free. We asked them if they would provide a report or statement of their analysis and findings, they said they would. We left the ring and were called back to say that they didnt find anything wrong with the ring so it is wear and tear and therefore to be paid by us, £87. I asked if they checked the hooks etc, she couldnt tell me anything more than that one statement. It feels like they just took the decision without properly “analysing” as soon as they knew we were beyond the warranty period. Their blanket perspective is that if it doesnt fall out within a year then its not a manufacturers mistake. Whilst I understand the general concept of a warranty, I feel that this was just not good customer service given the circumstances. It further leads me to believe that the rings at this company are not of good quality, because if the diamond falls out after 1-2 years due to general wear and tear, then how often are we supposed to come back throughout our lifetime and please don’t say at least once a year for maintenance. We are not strangers to diamonds in jewellery, a diamond is not supposed to fall out without cause after 2 years, period. We will not be shopping here again.”

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Posted 3 years ago

“These idiots sold me a Tudor watch on interest free credit in October and then never had a watch to deliver to me. So they cancelled the agreement or so i thought. I just checked my credit remand the agreement is live and they have taken 4 payments from me. These are amateurs. Do not attempt to buy a luxury watch from this company.”

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Posted 3 years ago

“Diamond Solitaire ring E.J claim was £999 arrives with no gia certificate !!! What exactly have i purchased? Dont reply to emails Never Again!”

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Posted 3 years ago

“£8k ring went into be cleaned, 4 months later destroyed by their MASTERCRAFTSMAN, no compensation, just a substitute ring at Ernest Jones!!”

Ernest Jones 1 star review on 25th November 2021

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Posted 3 years ago

“I purchased a ring from Ernest Jones and purchasing was so easy. The worst bit is the customer services, it seems once they have your money that is it, the rest is just an awful attitude. The ring did not turn up for over a week when they said it was sent next day special delivery. eventually it came by royal mail!! When trying to get through to them the only way i could get through was via live chat and some of the people at the end of the chat were unhelpful and basically told me that there was nothing they could do to help. In some of the live chat the person even put !!! after one of the comments (very rude) When the ring finally arrived i had been told (over live chat) i would get a certificate with the ring as it was such a good ring that the certificate would come with it. No certificate arrived with the ring at all so i still dont know to this day if it is a genuine ring and whether it is what they said it is on their website? their comment was that we dont do certificates and yet told me it is an amazing ring!!!! I did eventually get an apology from them for the late delivery i had but still no reassurance about the quality and value of the ring for insurance purposes. I will not be purchasing from these people again and i would highly recommend that you think twice before you press the purchase button if all contact after sale is as poor as mine. Very poor considering a lot of money was spent on my purchase with no customer services skills what so ever. Very poor i wish i would have read the reviews before giving these people my hard earned money. Awful experience, did not feel like i was a customer just a pain in the backside for contacting them with an issue. Never again sorry Ernest Jones your name not good in my eyes.”

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Posted 3 years ago

“Hi there I recently purchased a tag heuer aquaracer watch from your cribbs causeway Bristol branch, which when purchased I had a brilliant experience. Since purchasing I have worn the watch once very briefly, but other than that it has remained in its box. Yesterday on the 14th November 2021 I decided I was going to wear the watch for the day and noticed that the date hadn't been moving although it was still reading the time. With it being a new watch I decided to drive into your store and have it looked at. On arrival I passed the watch to a member of your team who I believe was named Victoria, who then proceeded to work on the watch for 5-10 minutes whilst I watched over my children. It's worth noting that when dropped off to you the watch was in its box and not being worn by myself. Once she had finished she returned the watch to me and i wore it out of the store, had some lunch and returned home. Once I got home and sat down with my husband he almost immediately noticed three scratches on the bracelet and up the side of the main casing. Having barely worn the watch and knowing it's condition and how well it has been looked after I immediately returned to your store which is a 30 minute trip each way. On arrival I explained the situation to a member of staff who then handed the watch to Victoria I then said I wasn't directly blaming her but the facts were that the watch was handed over in perfect condition and then subsequently returned in what appears to be a damaged condition. She then took the watch and checked it over immediately saying it wasn't her and that there's nothing she could do. I love the watch and want to keep it but i was simply asking if the scratches could be polished out and if not then it would need to be replaced or refunded, she then said they could repair the watch but I will have to pay. I then asked her to check the CCTV to find out exactly how the watch had been treated. At this point I was rather aggressively told to leave, she slammed the lid on the watch Box and shoved it towards me telling me to leave or she will call Security, repeating this twice. As I was leaving she also bizarrely told me to go and try to sell my watch somewhere else as they are not taking it, which I just really couldn't understand. I am Thai not English and my husband has written this complaint for me but as you can appreciate this remark was rather confusing as all I had asked for was the damage to be repaired as this is my preferred option as i live the watch and want to keep it. After such a great initial experience purchasing the watch to then be made to feel like a criminal was quite upsetting. Off the back of my visit I went straight to an independent local jeweler who inspected the watch and says the scratches are deep enough to the point where it looks like someone has scratched it with a tool, possibly whilst trying to release the crown? I understand how these things can happen and watches can be easily scratched but as you would see if you inspected the watch, there are absolutely no signs of fair wear and tear on the watch except for three deep scratches which logically just makes no sense. The very least I would of expected was some kind of compromise but there was no acceptance of even the possibility of an accident on her behalf and then on the top of that i was threatened to leave or Security would be called. Anything you can do to help me would be hugely appreciated. Kind regards Kittiya Oxenham”

Ernest Jones 1 star review on 15th November 2021

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Posted 3 years ago

“Wouldn't shop there again twice been disappointed manager rude not helpful Customer service helpful tho she sorted my broken watch”

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Posted 3 years ago

“This is my second bad experience with ernest jones. 1st one I didn't receive the order I'd placed at all so ended up cancelling. Disappointed as it was a birthday present for my husband. This time I took my watch in for repair they said it would be 4 weeks. Excessive for just a new glass face. But its now 4.5 months later and iv still not had it back. Online really unhelpfully and didn't even allologise. Never using this company again for anything!”

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Posted 3 years ago

“Placed a £920 order ,given delivery day,time slot etc ,waited for the order and waited and waited,order never arrived ,no explanation,next day given time etc so waited only to somehow have missed the delivery company ! . Rang Ernest Jones who didn’t really seem to care ,sad, cancelled the order in disgust but have to wait for the delivery company to return my order then it has to be processed then I will within another 7 working days get my refund, IS THIS ANYWAY TO TREAT CUSTOMERS.”

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Posted 3 years ago

“Very poor Have had some lovely staff over the years. Sadly the current manageress is a rude and frankly embarrassing woman a bad attitude problem. She was obnoxious. When I said I was going to complain to the manager she smuggly told me she was the manager. So I asked for the number of head office and incredibly she refused to give it to me. I asked her eight times and on each occasion she refused demanding I should deal with her. I told her I was going to start recording and she told me not to. Needless to say i did and she was so bold in her belief she was getting away with this behaviour that when I told her I had actually recorded she became even ruder and even told me her bosses wouldnt be allowed to hear the recordings because I didnt have her permission and quoted GDPR at me ! Funny that. If anyone was accusing me of being rude and I wasnt Id be delighted there was a recording. She wasnt delighted ! Horrid woman and honestly I would urge people to shop elsewhere because we are entitled to be treated with respect and dignity and companies are becoming less and less interested in us as consumers. They need a wake up call”

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Posted 3 years ago

“I bought 5 watches, online, all same model for family, inspected them, all 5 have scratches, no plastic protection, no tags which are important, some had no warranty card. Returned them all, last week I bought 3 in the sale, all scratched, some with dings on them where they have hit something, no tags, no protective plastic, one missing a warranty card, these are all going back, I thought just order one, you might get lucky, received it today, scratched, no plastic protection, no tag. It's going back also. I am disgusted with ernest jones and lack of care for products or customers, these watches all have the appearance of being used watches, they must be the display models and are badly looked after, they don't tell you they are display models, all 8 watches I ordered came from different shops which makes me think I'm right I will never use Ernest jones again. Vote with your money, don't go through what I have had to go through, reading these reports and elsewhere online I see a lot of people have the same problem with scratched watches. They don't leave the factory in this condition. When I buy a new watch I expect it to be new. These watches are all being returned due to being scratched.”

Ernest Jones 1 star review on 31st July 2021

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Posted 3 years ago

Ernest Jones is rated 2.8 based on 122 reviews