Awful experience buying a new watch from Ernest Jones. The watch was delivered to me in a used condition when it was supposed to be new. I rang customer service who didn’t even apologise and didn’t seem interested, just told me to send it back to them. The only positive was the staff as the Lincoln branch who were very helpful and friendly in arranging a refund for the watch although it did mean being inconvenienced taking time out of my day to return it to the store. I’ll be buying my watches elsewhere next time.
Review by Sarnesh1 month ago
Following my husband’s review of this company I feel I have more to add.
The lack of empathy from your manager Jo in the Crewe store has hit me very hard.
The ring was chosen by both of us after many hours of searching for the “one”
Nearly 3 months after purchasing it we eventually had the ring from the Chester store.
On reflection we should have queried its shape at the time but we were so relieved to have it.
Being away on our honeymoon last week has been spoilt by the ring splitting.
After emailing customer service we were advised to take it to the store of our choice which was Crewe.
The first member of staff we saw was very sympathetic towards us and could see I was very upset by this, however Jo was the complete opposite and continued to upset me by insinuating that I had somehow managed to reshape it. I asked if she was accusing me of lying but she just continued to state that we should take it back to the original store of purchase as she wouldn’t have sold a ring that badly made.
What was already a very distressing situation was made considerably worse by your staff.
Customer service is maybe not the role for Jo. Absolutely no empathy, compassion or understanding.
I will not be purchasing anything else from this establishment again!
UPDATE ON 30/9/2019
we are getting a refund now!
Review by Teiarrah2 months ago
I’ve been meaning to leave this review for many years but never got around to it. I would like to give the Wigan store a 5 stars as they have been absolutely brilliant throughout the years when I’ve purchased in store. A big shout out to Janet for always being so helpful and giving me advice for gifts to purchase for my wife.
The biggest thing for me was last year when my wife’s diamond from her engagement ring fell out which left us gutted, the first thing we did was go into the shop for them to send it off. They knew that my 5 year extra guarantee which I purchased had just run out and it was always looked after and the great news was they were happy to replace it due to this being a defect.
To us we have had superb customer service from all at the Wigan store and we will continue to do our business with Ernest Jones
Review by Maak Jahagirdar2 months ago
Absolutely disgusted & upset with the service received by the Crewe store Manageress today.
We purchased an engagement ring in November 2017, I paid the full price at the time then had to wait 2 months for the ring to be re-sized & then, last week on our honeymoon the ring split!
We contacted Ernest Jones by email & had to wait 3 days for a reply and then today, as advised, visited our local store to request a full refund because of the upset caused to ourselves & obviously the ring is not fit for its purpose.
We were upset & shocked at the attitude of the Manageress, she showed no compassion to the upset caused to us & implied that, as the ring was slightly out of shape that we were responsible for its failure!!
I also felt that because we had purchased the ring from another store that had an effect on how she responded.
We eventually agreed that the ring should be sent for inspection which will take approximately 3 weeks.
My wife no longer wants the ring because of the upset it has caused & Ernest Jones need to educate their senior members of staff as to how they treat their customers
Review by Damii2 months ago
Couldn't be happier with the service at Ernest Jones Derby Intu store. From start to finish, Sophie was absolutely amazing and so professional. Chloe also went out of her way to help me get the Omega watch that I wanted and had it ordered for me with super fast delivery. Thank you Ernest Jones!
Review by Jagi2 months ago
Very poor customer service from the S-Mangner, from the phone i had about my faulty watch, telling me i couldn't get my refund back and telling me it had to be the some brand watch, well thats not right when i called customer services. Even going in to the store ist all that welcoming not sure why. And customer service from the young lady well she just Rude. Well thanks for my refund i buy a new watch thinking of a Tag heuer as the S- Manager said we don't do them in this store. Hmm not sure why she couldn't get or orderd me a watch in. Guess EJ didn't want my money.
Review by Chief3 months ago
I recently purchased a watch from Earnest Jones, Westfield, White City and would like to commend and show my appreciation to a lovely gentleman Omar whom took me through the process of putting me on the waiting list and completing the purchase when the watch arrived in double quick time. Omar was friendly, polite, courteous and professional at all times adding up to a very enjoyable watch buying experience...... many thanks Omar .
Review by Abraud3 months ago
I thought I would treat myself to a new watch and was excited for its arrival however I was shocked to see that the watch looked second hand and was scratched all over and the strap was coverd in some kind of sticky residue.
I got in touch with customer services who were nothing short of useless and very unhelpful, I am now awaiting a full refund after sending the watch back and I can guarantee that I will NEVER be ordering from here ever again
If you are thinking of buying from here please save yourself the hassle and AVOID!!!!
Review by Julee3 months ago
Received dreadful service from Ernest Jones Leamington Spa branch. Purchased an Emporio Armani watch for our son's 21st birthday, only to find when he opened it that the watch wasn't working. Was told by the store it needed a new battery and would take up to 4 weeks!! Why? It takes a few minutes to change a watch battery! 3 and a half weeks pass only to get a call stating we'll be charged for the battery unless we can bring the receipt into store so they can send it off to the workshop. This despite them spending 15 minutes tip-tapping away at the computer in store with the receipt when we first took it back. I was livid and told them I just want a refund and would be coming into store at the weekend. Then get another call on the Saturday to tell me I can't get a refund because they did not have the watch in store. I questioned this as they were still in possession of the watch, regardless of where it is. I also questioned why it took them almost 4 weeks to let me know this. The manager of the store told me over the phone she would be risking her job issuing a refund without the watch being is store, which I find to be absolute rubbish. Under the circumstances I am pretty certain she could have. Also now been told they cannot guarantee the watch will be back next week. So it could now be up to SIX WEEKS after returning the watch before I get my money back. Absolutely atrocious. No wonder the shop is pretty much always empty of customers if this is how they treat them.
Would give this review ZERO stars if I could, but have to give it at least 1 unfortunately. . Will never shop in an Ernest Jones ever again and would highly recommend anyone stay away from them.
Went straight to H.Samuels which is a few stores away, and got fantastic service.
Review by DoJlo3 months ago
I am delighted with the service at Ernest Jones in Lincoln, I bought a lovely watch which Jan and I carefully chose only to discover that the description was wrong. No problem to Jan and Josie who moved heaven and earth using all their experience to get me just what I wanted. It was an absolute pleasure to be served by them and I cannot recommend them highly enough.
Review by ThomasReed3 months ago
Today I visited Ernest Jones in Victoria Centre by the escalators as I was looking for a wedding ring. I had the misfortune of being served by the most vile shop assistant I have ever met. She was extremely obnoxious and unhelpful. Subsequently me and my family walked out of the shop as quickly as we walked in, thankfully we found a specialist with better customer care better selection of wedding rings. Awful experience won’t go back again in the future.
Review by Safwath3 months ago
I had a very good experience shopping at Ernest Jones branch at Westfield White City branch. I should particularly mention a very knowledgeable salesman named Omar Koushdi who helped me select a very fine Swiss watch( Longines Masterpiece). His customer service and politeness was also impeccable. The manager (Mr Tavy) was very helpful and understanding too. I highly recommend this Jewelry to people who are looking for fine stuff at modest prices.
Review by Bmark Mahase3 months ago
In October 2015 I purchased a Bridal Set in readiness for my Wedding the following April in 2016. I wore the ring for 3 weeks, and a diamond came out. I returned to the store and they processed the repair (and were as surprised as me that a stone had come out after wearing for only 3 weeks!) Upon the 'repaired' ring returning to the store, the diamond that was replaced was darker, and smaller then the one before, and worst then that, the shank was cracked in half!! It actually went through quality control and was sent to the store in that condition! Off it goes again to be repaired and the correct diamond replaced. Fast forward to August 2016, 2 weeks after receiving it back, and the stone had come out again. This time as the set had been discontinued (suspicious) they were having to manufacture me a brand new set. This took 9 weeks to be made and delivered to my local branch in Croydon (don't even get me started on this particular store!!) This is where I thought my relationship with Ernest Jones would end. Oh no! In September 2018, a diamond came out again. Now I know wear and tear needs to be a factor, but when you take the ring off every time you bath/shower/do housework/bathe my daughter because your so paranoid about the same this happening again, this is not what you expect! This was then taken away and repaired and I really hoped I never had to set foot in a branch again. And yet, here we are, July 2019, and the same stone has come out, this now being the 4th time. I never in my life will be visiting Ernest Jones again and I urge others to follow suit. Let's see if customer 'services' fail to deliver this time.
Review by Gedmante Catdaddy3 months ago
Recently had to go through an insurance claim for a ring bought from Ernest Jones. My insurance company approved the claim and said I would need to do was pop into the store and they would take it from there. Went in and they said they dont deal with the claim in store and would have to call head office direct, which although a little annoying is reasonable. Phoned the head office and got passed between 4 people and no one could give me any guidance on what to do and could only give me reasons as to why they could not help, which as a customer you dont really want to hear, you just want to hear what needs to be done / who can help. Had to go back to our insurance company who head to call EJ direct. EJ head offcie called us, took our excess, said 2 rings would be delivered to our local store so that we could make sure it was the right size and should be as simple as that. After a frustrating start to the process this all sounded quite promising. Did not hear anything for a week then received a few missed calls from a private number whilst at work (could have been them but no message left). Phoned back on Saturday and was told the rings were in and we could come and collect, great. Went to the shop, advised them up front that we do not have any receipt as EJ head office have not provided anything. Rings produced, tried them on, all good. Then told we could not take it away as we do not have an insurance card or similar. Served by a very arrogant gentleman and a lady who had knowledge of the case but was as useless as a chocolate teapot. We have never been given any insurance card or anything like that. We have paid the excess and told we could pick them up and their process has prevented us from doing so. They said they could not confirm with head office as not open on Saturday. Phone them first thing Monday morning to find out approval had been given to give us the ring this was just not communicated onwards within the store. We are now going to have to go back in again to fit in with a process that suits them even though we have been in multiple times and called in advance to ensure trips were not wasted. We are trying to give you business, why is this process so hard. Even if things take longer than anticipated, why cant you just give simple advice on who we need to speak to or whether we can pick up an item. Unbelievably frustrating. Unfortunately we have to go withe EJ as an insurance replacement but would otherwise have gone elsewhere!
Review by Sadelia Relling4 months ago
We bought an 18 carat gold diamond eternity ring from the Grimsby store approx 11 years ago at the time the ring was in the half price sale at £700 quid, fast forward to 2019 and 2 of the diamonds are smashed. Ernest Jones claim a lifetime guarantee HA HA HA NOT. My ring was sent away free of charge when it was returned I was told that I HAD DAMAGED THE RING THROUGH MISUSE well if wearing the ring is misuse then guilty as charged. So they now want £668 to repair the ring. Not happy with this I went to cust services online to be told that it was not MISUSE of the ring that had caused the damage - not my fault then? Yes still my fault as it's classed as accidental damage, that I don't know I've smashed my hand so hard I've smashed the diamonds. On the same finger is a diamond trilogy engagement ring and it's in very good condition no smashed diamonds in that ring no dents in my wedding ring either, so ERNEST JONES YOU MUST BE SELLING SUB STANDARD DIAMONDS. GLAD MY MARRIAGE IS LASTING LONGER THAN YOUR RING 11 YEARS FOR YOUR DIAMONDS TO SMASH DISGUSTING BLAMING CUSTOMERS FOR MISUSE DISGUSTING YOU SHOULD BE ASHAMED OF YOURSELF.
JUST SO YOU KNOW I'VE BEEN CLASSED AS DISABLED FOR THE LAST 7 YEARS SO IT'S NOT LIKE THEY'VE BEEN DAMAGED THROUGH MANUAL LABOUR OR ANYTHING REMOTELY LIKE THAT. No satisfaction from cust services online as it's my fault but they'll knock me 10% /20% off the repair or a new ring as if now I wouldn't buy a carrier bag of this company 😠😠😠😠 devastated the ring is obviously sentimental 😕😕😕😕😕
Review by Marhab4 months ago
I went in for a ring reduction and they assured me it would be done in two weeks and gave me an estimate of £38. Two weeks later the ring was not yet done. They told me to wait for a text message confirmation from them.
Four weeks later, nothing.
After six weeks, they contacted me and changed the price to £75 for the same job! AFTER SIX WEEKS!!!
Completely annoyed me!!
Review by Rhianan4 months ago
If I could have Given them zero star I would have.
I bought an Ebel watch and it stopped working in April.
I took it to the store in Oxford Street thinking it needs a new battery and they told me it could be a couple of weeks. After three weeks they called me and asked for the guarantee card which I took to the store and after that I didn’t hear anything from them again. I went back a few weeks later and they told me they would get in touch with the manufacturer and let me know the next day. It’s two and half weeks today and I still haven’t heard a thing. Tried calling the store and they’re not picking up. It’s the last time I buy anything from them because their after care is absolutely rubbish.
Review by Veeru4 months ago
I just received order today and it’s a faulty and Evan the box was little torn. What on earth companies like this should check before giving the product to their customer
Review by Bafford McAllorum4 months ago
My partner proposed to me on 8th September. Hed taken a guess at the size and it was 4 sizes too big. No problem as the correct size was showing in stock online. Was asked to bring my ring in before they could request the smaller one. Bit of a hassle as I'm 30mins away from the nearest shop but okay I did this. The next day was called to say they actually didnt have my size despite it still showing as in stock online. The closest was 2 sizes bigger but they could request then send to worktop to 'see' if it could be sized down. Again a long way for a shortcut but agreed. 3 days later told it could only be sized down 1! I then again had to go into store to double check sizes. Agreed to size 1 down as the alternative was it being sent to the manufacturer and taking 3 months. So that was 13/9/19, told 10 days. Called today, day 11 and told it could be another week as nothing on system. Its really taken the shine off our engagement as naturally everyone wants to see the ring. To be fair to the edinburgh staff they have been polite and helpful but Ernest Jones really need to look at their systems and procedures
Review by Joekasy4 months ago
Absolutely disgusting. Avoid Ernest Jones and look elsewhere. No regard for their customers, no level of customer service whatsoever. I purchased a brand new expensive watch only to be given a second hand used, worn and damaged watch. Ernest Jones do not get back to you via email within their 3 working days as they claim, its been well over a week and I have yet to hear from them. I have called their customer service number to chase my complaint, I phoned 3 times, twice I could not get through to anybody, the line was ringing continuously for over 25 minutes! They cant be bothered as they have your money now. Eventually someone picked up the 3rd time I rang. The lady on the line sounded incredibly frail as she whispered into the phone for the duration of the phone call, she was no help whatsoever, she only said "thats strange" and "what a shame" when I told her that the watch has clearly been worn, it had sticky residue from someone peeling off the barcode off the back plate and it had no packaging in the box it came in and all seals were broken. She said "there is nothing that can be done". If I take the watch to a store and claim its used they will accuse me of the condition its in. The conversation went silent and then she hung up. Disgusting level of service. Avoid Ernest Jones and their greed and lack of customer service. There are so many better alternative Jewellers. Save yourselves disappointment and go elsewhere!
Review by Areas4 months ago
My wife and I went into the Basingstoke store on a Monday afternoon with the intent to purchase a ruby/diamond ring to commemorate our 40th wedding anniversary. They were not busy, just one other customer in the shop being served by assistant. One other member of staff near the door, smartly dressed male which we assumed was the manager. We might have well been invisible! After browsing around the shop for several minutes absolutely no acknowledgement of our presence was made resulting in us leaving with the feeling that our custom was not required. Walked 50 yards down the precinct to F Hinds to be greeted by a smiling assistant who treated us with courtesy and respect. Needless to say they made a sale.
After posting this review I decided to read what everybody else has said to date. I have come to the conclusion that our first impressions were correct and that this company does not care for their customers.
Review by Darkrius4 months ago
Ordered a custom ring, not cheap, gave specific request for delivery to suit a proposal date, failed to deliver, no communication until a day prior to expected delivery and only communicated because I called them, had to propose with replacement dress ring, second date of delivery was offered and guaranteed by head office, has failed again. Company are useless, they have ruined what should have been a memorable and happy occasion. My advice is do not go near them, I know I won’t ever again......
Review by Marzquez Carikci4 months ago
Sarah from the metrocentre was very helpful.
She helped me purchase an engagement ring which my now fiance is over the moon with.
Review by Warbringer4 months ago
Avoid the stevenage Westgate branch.ive never been treated so rudely.a horrid arrogant man with glasses. Reported him to head office.they couldn't care less.never will they get another penny from me.disgusting
Review by Nermal Derrow4 months ago
Bought an engagement ring, needed an ETA on the delivery, emailed their team and was told I would be emailed back shortly however one week passed and I heard nothing so I ended up chasing this for 2-3 weeks and my emails were ignored.
I wouldn’t even class it as customer service.
If you need help just go into a store, their online support team aren’t worth the time.