Ernest Jones Reviews

Name: Ernest Jones
Rating: 2.79

2.8 Rating 117 Reviews

44 %

of reviewers recommend Ernest Jones

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2.8

Based on 117 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 59%
Accurate And Undamaged Orders	Greater than 55%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week

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Ernest Jones 1 star review on 26th November 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

“My partner bought me a white gold diamond ring at a cost of £1600, with a few months it needed dipping as the yellow gold was showing already but was told it was probably my hand cream or something I'd used that made it show so quickly, after 14 month a diamond came out and they have said its customer damage, I'm not a builder or anything that would put my ring under more damage I work in a office, they have asked for £395 to put it right, which I have refused, I was under the impression that a diamond ring should last more than 14 months, my mother has had her for 40 years and still has all its diamond would never use this retailer again, there just nice while your spending money and not interested in customer service, Meadow hall branch you are con artist.”

Helpful Report

Posted 8 months ago

“I bought a wristwatch that does not work as the battery went flat four times in 18 months. Each visit to sort this has resulted in the worst experience ever. I have raised a complaint after 7 visits to resolve this and this is the response I received from your Customer Resolutions Advisor, Linda Bradshaw, Telling me new customers are treated differently, they get delivery service as part of the order and practically telling there is nothing wrong with a wristwatch that have undergone battery 3 battery changes. I plan to post all our email exchanges by Tuesday if no resolution is reached. This is absolutely unbelievable. SEE ONE OF HER EMAILS BELOW. I am sorry that you are unable to visit the store. The only other way we can do this is to refund the price that you paid on to a gift card and send to your e mail address. Otherwise you will need to go into store to get this watch exchanged. The courier service is for new purchases and not exchanges. Once again this has to be done in store. As there is nothing wrong with your watch we are exchanging as a gesture of goodwill above the full retail price. The £175 g/c you mentioned is for new orders and this will not be included in this exchange. Opt 1 Visit store for exchange Opt 2 Refund order with a gift card Opt 3 Return watch These are the full and final options so if you can please advise and I will get sorted for you. Regards Linda Bradshaw Customer Resolutions Advisor”

Helpful Report

Posted 8 months ago

“Just want to say we had amazing service from the store manager at Manchester arndale Steve Dutton. He went the extra mile to make sure we had the best service and defo be going back again”

Helpful Report

Posted 8 months ago

“(Cardiff store) TLDR: They refused to the my diamond in my ring which fell out after 4 months, and insisted on £200 to repair despite the ring being flagged on their system as having persistent issues. Treated us with contempt and have never apologised. Vile company who operate in breach of the Consumer Rights Act. The diamond fell out of my engagement ring 4 months after I had it and Ernest Jones have treated me with contempt and tried to make us pay £200 to have the diamond reset. After 4 weeks of them having my ring “for investigations”, telling my fiancé that I could have “caught it on a hand towel” whilst drying my hands and that would be all it takes to dislodge the diamond (a £2500 ring, meant for life!), and us having to call them over and over again to raise a dispute, they have finally ADMITTED there are persistent issues identified through Head Office with the ring, and many other customers have had the same issues. So in fact there IS a fault with the ring and it was not likely caused by me doing anything out of the ordinary to dislodge the diamond. To be clear: I found the diamond. I was asking them to reset the diamond within the ring. 4 months after buying it. And they refused. They never apologised that this had happened and that I have now been without my ring for months. Claimed the damage was “accidental damage” and not within warranty. They would have happily taken £200 from us if we hadn’t pushed and complained, after which they then identified through Head Office that the ring is flawed. Do NOT give these criminals your money. A beautiful and special time for us has been completely tainted by this company. Compare this with my friend’s experience. Her diamond fell out and she DID NOT FIND IT. She was welcomed in to the shop, apologies given before any investigation into the cause of the stone coming loose, given a glass of champagne as she waited for assistance, and eventually given a brand new diamond at no cost to her. This could not be further from how I have been treated. I honestly cannot believe how awfully they have treated us. It has been so stressful and I would NEVER want anyone to go through this. In terms of resolutions, now they have admitted the ring is flawed, they have told us we can have the same ring again with the repair due to take SIX WEEKS - or choose another ring given that this one is flawed. I STILL do not have my ring - it is the 15th March and I took my ring in on 2nd February! I will be seeking a full refund and taking our custom to another jeweller who takes pride in ensuring products are MADE TO LAST and does NOT treat customers with contempt. This is my right under the Consumer rights Act, and their lack of transparency in offering this only further shows what an unethical this company is. We would have bought wedding rings from here too had I have had a good experience, even after the diamond fell out - what a shame they do not value their customers. Avoid at all cost.”

Helpful Report

Posted 8 months ago

“Had a problem with a present, I thought was bought from Ernest Jones, went to the Truro branch, and Kayleigh, was so helpful, she sorted everything out, despite the purchase actually been from an outlet that deals with H Samuel and Ernest Jones. I have not had customer service that was so good, for a long time. I certainly intend to shop there, as soon as possible! Great service, thank uou”

Helpful Report

Posted 9 months ago

“I purchased a watch for my brother for his birthday, was delighted with the service I received from the store manager Michaela. Watch was beautiful. Was in and out with an amazingly priced watch. And my brother loved his birthday present.”

Helpful Report

Posted 9 months ago

“Spoke to a lovely lady named Amy from Burton on Trent. Over the telephone her service was amazing and she was very knowledgeable. She ordered my things via e voucher which I was troubled with and had the product out for delivery. A credit to the Burton store it's not very often you have great service and good work ethics. Keep up the good work Amy will definitely go back to Amy for assistance in future purchases”

Helpful Report

Posted 10 months ago

“I needed my phone charged and a kind person to help. Ernest Jones was the nearest shop I went and asked for some help I mett a freindly approachable young lady named Lettie Lin she very kindly helped me sort my phone out meanwhile I saw some lovely Parker pens and I had some questions about them as to how they work as I have one that very slightly drags as it writes she reassured me that there's nothing wrong with my pen and to be patient with it and keep writting with it and the pen will work for itself the way in which things were articulated I trully learned something about these pens and had a healthier respect for them . Her communication skills were excellent she knows how to treat people and speak to people credit to the management for employing staff with excellent customer service skills she was so Humble Authentic and posotive I rememberd thinking when I'm in a position to purchase a gift of great quality i would definitely buy from that store as I know I would be taken care and be informed very well about the items . Keep shining Lettie Lou your a great soul and i wish you every success for all things pertaining to your future. Godbless! 😀”

Helpful Report

Posted 10 months ago

“We went to the Abbeycentre to pick engagement rings for both of us. Mandy was a lovely and very helpful lady. Overall we had a very pleasant experience.”

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Posted 11 months ago

“The lady called Eleanor in the York branch was fantastic I was looking for something a little different and she showed me some great products that matched my criteria. The choice of necklaces with adjustable length is excellent and covered with insurance and I came away with some lovely earrings as an added bonus”

Helpful Report

Posted 1 year ago

“Very disappointing experience we had in this shop specifically with the sales guy in this particular branch in Bath (tall, slim, white/grey hair, wearing specs). You can feel the discrimination towards us. Lack of interest to accomodate us.”

Helpful Report

Posted 1 year ago

“Wedding rings!! Absolutely the worst customer service iv ever come across...my husband and I ordered our le Vian wedding rings from here and what an absolute joke ..my husband still has no wedding ring which we ordered in April and got married in July ..we both ended wearing rings on loan for our actual wedding and as I say my husband still hasn't got one ... absolutely everything went wrong with it that could possibly go wrong ..it's totally and utterly ruined the magic of our wedding rings ...will NEVER purchase from Ernest Jones again ! EVER! Date of experience: 21 October 2023”

Helpful Report

Posted 1 year ago

“Just been into the Stafford store looking for a new watch. Two assistants behind the counter, one asked looking down her nose at us what we wanted, said I had seen 2 watches I would like to look at. She said to the other assistant you serve them. She got the watches out and I chose which one I wanted, she adjusted the strap for me and I went to pay. She told me the price and I said it says less than that on the display. She went and got the price tag and it was cheaper, someone had made a mistake. She said they were not obliged to sell it at the marked price. Miss snooty looked down her nose at me and I walked out. Think they could do with some staff training, it may come as a surprise to you but you are there to serve customers. Will never shop at that store again.”

Helpful Report

Posted 1 year ago

“What a wonderful experience as normal,very professional, all staff really helpful and polite especially Jane.Collected my 3rd ring repair from them yesterday 7/10/23.What a wonderful job.Also in April I didn't do a review on my mums engagement ring which was over 60 years old,gold platinum and diamond.Bought my mums ring back to life,what a wonderful job.Thank you all so much.”

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Posted 1 year ago

“Collected a watch for my husband. Staff were very friendly and helpful.”

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Posted 1 year ago

“Hello me and my partner bought a Boss watch from Ernest Jones in Trafford centre, We managed to get a price match which they accepted. we wanted to get it engraved but we was running out of time on our day so we managed to go back to the store the following Friday to get the watch engraved. We had a lovely lady Donna who looked after us on these two occasions, we wanted on the back of the watch to say, Happy 80th Dad, Steve & Mandy x But we got back Happy Birthday Dad Love Steve & Mandy, our only disappointment was the 80th was missing, even though it wasn't what we asked for, we found out the machine wasn't working properly, the man who did the engraving said he will find a space for the 80th so we waited and was given a drink in the store which was lovely but when the watch was ready the 80th was faint and right up the top so I asked why is the fonts darker than the 80th and the man said it was the laser that's why it was like that, I think the man noticed we wasn't sure on what we thought about the back of the watch and he said he wouldn't charge us, although it was free due to the mistake we would of preferred to pay £35 and had Happy 80th Dad, Steve & Mandy done the correct way, we are a bit upset about the mistake as it is a special gift for my partners father Birthday in September. We only wished we was given an alternative even if they changed the watch to a new one or got the back removed so we could get the correct engraving. We are still a fan of Ernest jones and sometimes these things happen but we wished the matter was resolved better. Watch Receipt number A00045 or T03-129715 Date purchased 12/08/23 Date we visit store 18/08/23 came to collect after 4pm. Date of experience: Friday 18th August We have nothing bad to say about any staff it’s just the situation could of been resolved”

Helpful Report

Posted 1 year ago

“Engraving on Boss watch wasn’t what we asked for, I put more details on Trust pilot We bought a watch and wanted Happy 80th Dad, Steve & Mandy but we got Happy Birthday Dad love Steve and Mandy, We are upset, we got it for free but rather of paid £35 but got it free”

Helpful Report

Posted 1 year ago

“Sent white gold diamond cluster ring to be dipped in white gold and paid the company £39 for the service. Before handing over the ring it had no loose diamonds. Two weeks later I picked the ring from Crewe Ernest Jones and within one day one of the diamond chips must have become loose and I had lost it. I took it back to Ernst Jones and they had denied they had done anything to have caused the missing diamond when dipping. Of course they put a new chip in it but wouldn't let me have it back until I paid another £89 for its release. I will never buy from this company or take jewellery to be cleaned or dipped again. A shocking jewellers!”

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Posted 1 year ago

“Bought a diamond ring that 50% off , still £1500 . A diamond came out after 6 months , took it back to shop , they sent it off to workshop . Workshop says I knocked it out . No proof even though i asked for it . Just "thats what the worshop says".I only wore it alternate weekends so 12 times max. They offered 20% discount on £365 to replace it. Took it to 2 different jewellers who see no obvious damage to cause it to fall out. One wouldn't touch it for repair . Another will reset the diamond for £170 . Ernest Jones are a rip off and unhelpfull .”

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Posted 1 year ago

“I was served by a very polite and helpful lady called Blanche she helped me pick a beautiful ring for my partner we came away very happy”

Helpful Report

Posted 1 year ago

Ernest Jones is rated 2.8 based on 117 reviews