Ernest Jones Reviews

Name: Ernest Jones
Rating: 2.74

2.7 Rating 125 Reviews

43 %

of reviewers recommend Ernest Jones

Company Reviews

Questions

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

Visit Website

Write Your review

Tell us how Ernest Jones made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Their customer service makes Ryanair look good. Be careful if you are tempted to buy one of their items that has the free voucher. Due to a certain point hidden in their T&C's they dont always honour their vouchers . Made a complaint to their so called 'cusromer services' but they have ignored 4 or 5 emails . Open a complaint with Advertising Standards and will be instigating a Section 75 chargeback”

Helpful Report

Posted 1 month ago

“Fault the casting process from the beginning on my engagement ring. Went back after a few years and was told it was wear and tear and they only admitted a fault after the 6 year warranty expired . And it's unrepairable. They refused to offer me a like for like exchange, so with the price increases I'd have to seriously downgrade. Not the best with your most important piece of jewellery.”

Helpful Report

Posted 1 month ago

“Not pure gold at all, mine Rusted!!! Really disappointed with my Ruby 9ct gold purchase- bought the ring in early 2022 but never had the chance to wear it as much as I wanted, since I gained weight and the ring was a bit tight to my finger- so I kept it safe as it was a very pretty ring- fast forward Dec 2024 found out the ring has rusted- I kept it in the original ring box- Never going to buy from Earnest Jones from now on!”

Helpful Report

Posted 4 months ago

“UNBELIEVABLE. After contacting Ernest Jones 15 times and them promising me it would be delivered on 5 occasions I still haven't got my order. These people are totally incompetent. Customer service don't care about it's customers it is run by idiots..... STEER WELL CLEAR OF ERNEST JONES.”

Helpful Report

Posted 4 months ago

“Ernest Jones are totally incompetent not interested in it's customers no help given to me. It employs a rubbish delivery company who failed to deliver 3 times. Contacted Ernest Jones its advisors have no common sense don't seem to realise it's customers should come 1st Totally incompetent won't be using them again.... Still waiting for my order”

Helpful Report

Posted 4 months ago

“I had a terrible experience with Ernest Jones. I paid £300 for an item that was promised to be delivered on 17th December, but it never arrived. After chasing them via email, they initially said the item was in another store but later admitted they didn’t have it at all. What’s worse, both Ernest Jones and H. Samuel are owned by Signet Jewelers, and the same item is available on H. Samuel’s website—but for a higher price. This feels like nothing more than corporate greed. To make matters worse, Ernest Jones is refusing to refund my money, offering only a gift card. Why would I want to shop with them again after this appalling service? I’ve lost all trust in Ernest Jones, H. Samuel, and any business under Signet Jewelers. I strongly urge others to avoid them and spend their money with companies that value their customers.”

Helpful Report

Posted 4 months ago

“My wife bought an expensive diamond dress ring from Ernest Jones in Preston. It lost a diamond on the third wearing, an estimated maximum of 10 hours use. The 18 ct yellow gold ring had 11 similar size diamonds, one of which was lost when a claw came off. The estimate of repair was £400, more than 25% of the cost of the ring! I asked why it was so expensive to replace one of 11 diamonds. The glib response was "the price of diamonds has shot up in the last year". I took the ring to a reputable, independent jeweller. It was repaired for £130. In addition, it came with assurances that any problem, just return it to us. We will look after you. I contacted EJ Customer Services with a detailed letter raising several issues. 1. Why was the repair so expensive (1 out of 11 similar sized diamonds missing) costing over 25% of the purchase price? 2. Why was there no hallmark or gold content on the ring? 3. Why had the store manager stated on the repair submission that the ring had "wear on band"? This was supposed to be a brand-new ring, resized by EJ and less than 10 hours wear. The response to my complaint was literally a late Friday afternoon (16:29) tick box exercise ignoring all of the issues I raised.”

Helpful Report

Posted 4 months ago

“Brought Breitling watch from earnest jones they don’t service these watches what is the point of selling a watch that they can’t maintain should of went to breitling as the price is the same”

Helpful Report

Posted 4 months ago

“The quality of the chain purchased by my 14 year old, was substandard given the price of the item. The clasp has now failed 4 times.On the first occasion the chain was repaired free, subsequent repairs have incurred a cost. Try selling a quality product.”

Helpful Report

Posted 6 months ago

“I asked for a new battery in my wife’s rado watch I was told it would take two weeks four weeks later I was told it would take another two weeks making the total six weeks phoned customer service are complete waste of time looked online and they actually quote for repairs to watches three weeks please can someone tell me how I get satisfaction?”

Helpful Report

Posted 8 months ago

“Absolutely disgusting customer service. Ordered a very expensive item, instead of using the delivery address specified when ordering they used incorrect pay pal address. When I called to cancel the order they told me they cannot cancel the order. I didn’t live at the address that was used. They advised I can try to reach out only once the item gets dispatched to then they request have it sent to sender. But they wouldn’t guarantee anything. Luckily, through incredible amounts of stress and constant checking of my email for dispatch notifications, I managed to have it sent to sender. And then had to wait another 10 days to get refund, in order to place the order again.”

Helpful Report

Posted 9 months ago

“I bought a bracelet had it just over a month, it broke a manufactures defect returned to shop they said they would fix it, they had it 7 weeks ,I had no reply to what was happening with it so I went in to store to find out, they told me the workshop didn’t know what was wrong with the bracelet even though it was in 2 half’s, at this point they told me it would have to go back to the manufacture for them to look at it , after a few more weeks they came back saying it couldn’t be fixed and I would get a new one in the next 8 to 10 weeks , it took a further 8 weeks to come so in total they had it over 3 months, very poor communication and customer service and no apologies”

Helpful Report

Posted 10 months ago

“Disgusted with my watch replacement battery service via Ernest Jones. I paid £80 to have a new watch battery fitted in my watch. A month later, as it had to be sent away, I had heard nothing about my watch. Then out of the blue I had a message saying that a battery could not be fitted and they wanted another £200. I am furious having waited all this time and still not had my lovely watch returned to me. What a bunch of con artists trying to extort another £200 from me.”

Helpful Report

Posted 11 months ago

“Got a necklace for £300 Wore it 4 times and it snapped Took it back to ernest jones They said once you leave the shop its my responsibility Got it fixed at a price jewellers say its very brittle and only worth £30 but no refund no exchange Shame on you ernest jones”

Helpful Report

Posted 11 months ago

“Never trust this ppl, bunch of liars trying to give you some incredible good advice and what whatever you say they even make it better and easier to you but as soon as they sale something they De sapper and suddenly they don't care about you any more. Never trust any of them.”

Helpful Report

Posted 1 year ago

“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 1 year 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 1 year 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 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

Ernest Jones is rated 2.7 based on 125 reviews