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

“Terrible, I bought a watch from the Liverpool One branch of Ernest Jones one month ago today. It was £550 and I paid on the day but the watch was too tight and needed an extra link putting in. They didn't have one and said they would have to order one and then would fit it and post it to me as soon as it was ready. One month later and I haven't heard a thing from them and haven't got the watch!! I have been in touch with customer services who try and fob you off as best they can and then promise to get back to you but they don't! A month on and still no watch plus £550 out of pocket, I will never shop here again!! Their customer 'support' is the worst I have ever experienced!”

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Posted 3 years ago

“Purchased a TAG Heuer online. Arrived with a faulty clasp and the steel strap had been shortened, which indicated that the watch had been fitted for another customer but returned, then supplied to me as new when it obviously not. Buyer beware.. Weeks after discussing with customer complaints got me almost nowhere. Multiple visits dropping off and collecting, even visited TAG store to check clasp fault and what the correct length of strap should have been. Ernest Jones eventually supplied an extra link to replace what was missing. Patience ran out after customer complaints failed to offer a solution/resolution. Returned it to a local store for a refund after 3 months, never having worn it, be prepared to be very disappointed and out of pocket. Store staff were excellent though, very respectful and professional. Just a shame they work for a business that cant be the same.”

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Posted 3 years ago

“We’ve used the Milton Keynes store quite a few times now, Wedding rings, eternity rings, and a fabulous special addition watch ! Always dealt with James, fab chap, always so helpful and gives great advice. He also got a problem sorted for me, and always does a professional job! He’s an absolute gem and a credit to Ernest Jones ! Wouldn’t use any other jeweller!”

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Posted 3 years ago

“what a wonderful experience I had when I visited your store in Leeds City Centre I was greeted by a young lady with a limp and seemed very much a pain but still was greeted with a smile,she asked what brought me to Ernest jones and I told her I purchased a watch and I needed some links taking out,she then passed me over to a beautiful young lady called Nicki and then the experience just got better, with a stunning smile she checked my watch and wrist and talked me threw what she was going to do with the strap,what a perfect fit the watch looks amazing a big thank you Nicki for a fantastic experience and your an asset to Ernest Jones.”

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Posted 3 years ago

“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!”

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Posted 3 years ago

“My husband bought me a beautiful diamond bracelet for Christmas which was unfortunately too small. I took it back to Dunfermline branch in the Kingsgate and Jackie and Louise couldn’t have been more helpful. I left with a new bracelet that fits and was extremely happy. Thanks ladies you made my day ☺️”

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Posted 3 years ago

“Excellent service from the Milton Keynes store James could not do enough for me would definitely recommend this store”

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Posted 3 years ago

“Please don't use these people they keep your money I returned a necklace according to e jones Returns policy over 7 weeks ago Now they have there necklace and £150 of my money which they have not refunded to me I've chased and chased Next course of action to get my money back”

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Posted 3 years ago

“Bought a Longines automatic watch just after Christmas, it arrived with a scratch on the watch so I returned it. Then the same Longines watch went on offer so I gave it one more chance and bought it again. AGAIN it was another watch with a scratch. So I don't trust online buying anymore as these watches looked like ex-displayed or returned. VERY ANGRY. VERY ANGRY”

Ernest Jones 1 star review on 25th January 2021

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Posted 4 years ago

“Would like to give no star if that’s an option. Placed an order by paying by credit card. Several days later, I was told that my order had been cancelled because the item was out of stock. No explanation as to why it took so long for them to realise that they didn’t have the item. I told my daughter as soon as I successfully placed an order that her gift was on its way, and I had to scramble to find an alternative retailer. Never again!”

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Posted 4 years ago

“My wedding ring has lost a diamond 7 times!!!!! And in less than 3 yrs!! Everytime they tried to say it was my fault then eventually said it must be a design flaw but I should still pay for it to be mended! Their customer service is SHOCKING! They act like they couldn't care less about you and that everything is your fault. I would NEVER recommend using them! I have given up and taken my ring back unrepaired... will be going to a jeweller that actually provide quality and care for their customers. The branch I used was the Middlesbrough branch.... I wouldn't recommend a single one of their staff.”

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Posted 4 years ago

“After waiting almost 10 weeks for a Breitling to be repaired and being told that the service department was running behind due to the pandemic, we decided to call Breitling ourselves... Surprise surprise, they had never received any authorisation from the Kingston branch to proceed with the works until the day that we called to complain about the time taken to repair the watch. After a conversation with an incompetent supervisor who wouldn't pass me along to the store manager as they obviously run out of lies to tell me, we have managed to get the watch sent back to us so that we can send it off to Breitling ourselves. Complete and utter waste time, be wary!!! Read the other reviews, not sure how they average 2.83”

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Posted 4 years ago

“Awful. They steal your money and don’t deliver.”

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Posted 4 years ago

“Ordered 2 pairs of earrings online. Arrived next day. Packed well and gift wrapped lovely. Earrings better in real life than on the website - it’s usually the opposite with jewellery. Used online chat before I purchased. Very impressed, will definitely use them again and thoroughly recommend.”

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Posted 4 years ago

“So it was the branch at St Ann Street in Manchester that we visited. Wow ! Unbelievably organised with the restrictions. The staff have super knowledge and We were very impressed with the service that we received. We have to make a shout out to Paul, Paige and Chris. These are amazing team members and an asset to the company. Our trip was extremely personal and we left with very happy memories. Can’t recommend this branch enough and we shall return in the future”

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Posted 4 years ago

“If ernest jones are thinking of shutting stores they should start with the one in Carlisle as the customer service from the manager is so bad she gives the organisation a bad name. They seem to be fine when making a sale but absolutely shocking when dealing with you for any kind of follow up business such as servicing a product or looking at other reviews on here, if you find a fault. It's a shame as up to now I have to say the customer service has been good having used their stores across the North East and Cumbria. However one bad manager has managed to make the experience so bad they've now lost a loyal customer and all future business.”

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Posted 4 years ago

“This is not a short review so first off AVOID ERNEST JONES AT ALL COSTS! I purchased a Vera Wang Engagement ring from Ernest Jones in June 2018. The ring was originally a solitaire comprising of a 0.30kt diamond. However I wished for a larger diamond and arranged for the ring to be custom made with a 0.5kt diamond through Ernest Jones with a significant increase in price. Upon collection, the diamond did not seem much larger than I remembered the original 0.30kt being and I queried this with the Sales Assistant. I was assured at the time that it was definitely the 0.50kt custom ring I had ordered. During lockdown the Rhodium Plating at the bottom of the ring began to wear and it was when inspecting this, that I noticed the engraving inside the band had been marked at 0.30kt. I contacted Ernest Jones online and was told that the ring I had been sold was 0.5kt and that I should take it into store to be measured. I called the Carlisle store (closest store open through lockdown) and spoke to the manager where I was told that they could not measure the diamond in store and she would speak to head office. The initial response was that the ring would need to be sent to Birmingham for the diamond to be removed and weighed. They confirmed that if it was indeed the wrong size, the correct weighing diamond would be set in the original tarnished ring. We responded to say that this was not acceptable and we would expect, as a minimum, a new ring as I had originally ordered. They eventually agreed that if the diamond was wrong, they would exchange the ring and provide a brand new custom made ring and that this would take 8-12 weeks due to reduced capacity during Covid. A few weeks later it was confirmed that we had been sold the wrong size of diamond and that a new ring would be made up. We were then contacted to say that they could no longer give us any time-frame for the new ring to be made but they would keep us informed. Cut to a few weeks after this and we were informed that a new ring might now not even be a possibility. After months of trying to resolve this with Ernest Jones the solution offered was that we could keep our original incorrect tarnished ring but at a price £301 above the retail price in store for a brand new one. We naturally refused and decided to return the ring for a full refund with zero compensation being offered. After returning the ring to the Silverburn store, the Manager said she would hope to see us again soon without even having the decency to apologise for the disgusting service we have received throughout. Having now purchased an engagement ring through another jewellers we would highly recommend going elsewhere if you ever consider buying from Ernest Jones.”

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Posted 4 years ago

“I booked this product and was delivered before estimated time is appreciated. But the quality of the product dnt match the money I paid for it on top i didnt get any formal intl warranty card which Rado provides for their customer. When I had a chat with Ernest Jones cust rep he said that the receipt is only the warranty. Rado is such a big brand that they cant even provide a formal intl warranty card with their most expensive watches. The watch i received was not well packed and even there was no plastic cover. I am not sure the product was new or old as when I checked in Rado website this product didn't popup. I was really disappointed and sad as this watch i bought was from my Bonus.”

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Posted 4 years ago

“I have a busy restaurant and was always recommend you guys but never again, I have bought a Hugo Boss watch for £350 and paying for insurance "accidental damage covered" , last week I was swimming wearing my handwatch, surprised to see a water inside it. Visited there store in bradford trinity told that this is my mistake I had to press a button before going into water. Witch was always pushed on. So the insurance refused to cover me. Very disappointed”

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Posted 4 years ago

“I wish I could give zero stars. Bought 2 rings, received them scratched and dull looking. Emailed them n got a response to take them to any store. I did take them to Stockport store where the rudest staff members ever were not of any help, the two most ill-mannered ladies I would say I met there.... both were whispering among eachother about me in front of me which is absolutely not professional and humiliating. Both were adamant that rings are scratched so cant be taken back! I showed my email conversation to them that it’s exactly the reason I want to return the item but still they were not happy to do that. Wasted my money already plus my time too going to them. Ernest Jones need to teach their staff some lessons on giving respect to customers and behaving with good manners. When tried to leave a review about both the products, received email that my review doesn’t meet the criteria Hehehehehehe!! Definitely they not gonna post my bad comments about their product and customer service.”

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Posted 4 years ago

Ernest Jones is rated 2.8 based on 122 reviews