Ernest Jones Reviews

Name: Ernest Jones
Rating: 2.74

2.7 Rating 125 Reviews

43 %

of reviewers recommend Ernest Jones

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Metrics

2.7

Based on 125 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 60%
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 7th March 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 .”

Ernest Jones 1 star review on 4th July 2023

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Posted 1 year ago

“I didn't want to give any stars! I purchased an expensive diamond cluster ring Sept 2022. March 2023 I noticed a stone missing I should have taken back then but didn't in March another fell out. I took ring back to the shop and was told it would be sent away for assessment. It should have been under warranty as under a year old! I had a call to say their assessors reported it was wear and tear and accidental damage. I was appalled as I didn't wear the ring everyday and certainly hadn't damaged it. Unless I pay over £1200 for repair they refuse to do anything. I will never buy from them again worst experience ever bearing in mind I wear diamond rings everyday 7 days a week.”

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Posted 1 year ago

“Took watch in for service and repair of hour hand. Repair accepted in October return was given as January. Next promised May now no watch and now just asked if I give permission for watch to be sent to Switzerland. No date for return. Phone calls not returned. Do not use this company. My watch cost £10k”

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Posted 1 year ago

“Diabolical service, please stay well away, they don't have any knowledge of customer services totally clueless. Ordered ear rings online for my fiancee was given delivery date, phones on delivery date it hasn't even been dispatchsd. They couldn't tell me when it would be event dispatched. blind leading the blind. They haven't a clue, stay well away.”

Helpful Report

Posted 1 year ago

“Absolutely appalling company. THEY ARE LIAR'S. DON'T BUY FROM THEM. I placed my order during a sale online. My order was confirmed, 4 days later, they sent me an email to say the item was out of stock. A quick check online, the item was most definitely still in stock. However, it had gone back up to full price. A quick phone call to a polite assistant said I could re order at the discounted price. It was their mistake. So I ordered again. Then surprise, surprise, the same thing happened again, the price had increased again. I was told I was going to be given a gift card as a way of apology. That never happened. I phoned back again & was promised I would still receive the gift card. What an absolute nightmare, a horrible nasty company.”

Helpful Report

Posted 2 years ago

“first and last time ordering online purchased 2 luxury watches online for some reason they split my order and only received 1 of the watches horrendous experience trying to locate and find out what was happening with the second watch web chat is terrible as is actually phoning them is all you are told is someone will email you regarding the matter which never happens certainly will not be using or trusting this company for any further purchases”

Helpful Report

Posted 2 years ago

“My partner ordered me a gift from here and was guaranteed to be delivered into store before Christmas. So Christmas eve we went to meadowhall to pick the gift up.only to be told they had already received there delivery for that day so it wouldn't be here for Christmas. My partner was offered a replacement if there was one instore but would have to pay full price again and would be refunded when the item came instore for collection. This was not an option for us as he had already paid full price. We were left stood there looking like fools as the assistant couldn't offer any other advice. I've still.not received the item so this spoilt our Christmas. I will never recommend this store to anyone. The service was disgusting”

Helpful Report

Posted 2 years ago

“AVOID.. THEY STATE YOU HAVE 12 MONTHS WARRANTY BUT THEY DO NOT OFFER IT.. I LOST MY STONE OIT OF MY RING (£2,500) SO NOT A CHEAP RING AND HAVE REFUSED TO FIX IT! AFTER SPEAKING TO OTHERS THEY HAVE SAID THE SAME. CUSTOMER CARE ISNT GREAT EITHER, STATING MY STONE WAS LOST ON MAYBE A LOOSE PEIVE OF CLOTHING - HER EXAMPLE WAS PUTTING MY HANDS IN MY POCKET.. SAVE YOUR MONEY AND GO ELSEWHERE!”

Helpful Report

Posted 2 years ago

“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.”

Helpful Report

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. ..”

Helpful Report

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...”

Helpful Report

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 .”

Helpful Report

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%”

Helpful Report

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

Ernest Jones is rated 2.7 based on 125 reviews