We bought an engagement ring in January 2020 Edinburgh. The smallest diamond that is hidden under the crown diamond fell off. There was no heavy impact that we could recall and given the position of the diamond it was unlikely to be the first one to fall out if there was impact. We went back to Ernest and Jones to see what they can do, we were aware that there is only a 12 month warranty and we hadn’t purchased additional insurance. Given lockdown measures in 2020 and 2021 and the fact that this diamond is protected by the crown we were certain they would help us as part of their customer service. However upon arriving we were told we would have to pay for it ourselves, after pushing they said that the workshop can determine if its a manufacturers mistake and if so fix it for free. We asked them if they would provide a report or statement of their analysis and findings, they said they would. We left the ring and were called back to say that they didnt find anything wrong with the ring so it is wear and tear and therefore to be paid by us, £87. I asked if they checked the hooks etc, she couldnt tell me anything more than that one statement. It feels like they just took the decision without properly “analysing” as soon as they knew we were beyond the warranty period. Their blanket perspective is that if it doesnt fall out within a year then its not a manufacturers mistake. Whilst I understand the general concept of a warranty, I feel that this was just not good customer service given the circumstances. It further leads me to believe that the rings at this company are not of good quality, because if the diamond falls out after 1-2 years due to general wear and tear, then how often are we supposed to come back throughout our lifetime and please don’t say at least once a year for maintenance. We are not strangers to diamonds in jewellery, a diamond is not supposed to fall out without cause after 2 years, period. We will not be shopping here again.