Ernest Jones Reviews

Name: Ernest Jones
Rating: 2.69

2.7 Rating 129 Reviews

42 %

of reviewers recommend Ernest Jones

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Metrics

2.7

Based on 129 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 52%
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Service is very friendly but also professional. No problems recommending them.”

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Posted 2 years 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.”

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Posted 2 years ago

“Just bought a beautiful infinity ring with chocolate and vanilla diamonds. So pleased with it and friend who came with me loves it too. Staff couldn't have been nicer or more helpful. Fantastic range of lovely jewellery.”

Ernest Jones 5 star review on 24th February 2023

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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”

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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”

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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!”

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Posted 2 years ago

“Outstanding customer service from Kelly and her team at the store in Swindon Outlet. No quibble, no fuss, no hassle, they exchanged my faulty watch, replacing it with the exact same watch, despite the significant price increase. Special thanks to Natasha who went above and beyond to get the replacement watch in super fast time and for being so understanding, kind and helpful. They were extremely professional and responsive, thank you Kelly and Natasha, we are very happy customers. Stephanie”

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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 .”

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Posted 2 years ago

“Went to two shops Firstly cheapside then onto bond st The staff couldn’t be any more helpful Very polite and very knowledgeable Louise at Bond Street was fantastic, she phoned me and emailed after visiting shop Very pleased 😀”

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Posted 3 years ago

“Was in Stockport. Ernest Jones as usual they went above and beyond customer service habiba very professional nothing to much trouble saw a ring did not have it in the shop this young lady ordered it on sat 21may came in to day24 may 2022 this is why I keep buying all my jewellery from this store originally saw it in the Trafford centre Thursday 19may however nobody from that shop could be bothered serving me so I walked out and that is why habiba ordered it for me will not be going in that shop again very poor customer service but Stockport as usual looked after me also lovely lady manager well made up for my bad experience you should be proud of your Stockport Mersey way store thank you to those lovely ladies who looked after me so well thank you so much I will be back”

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Posted 3 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%”

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Posted 3 years ago

“I bought my boyfriend a watch for his birthday and wanted the birth date engraved on it. Ernest Jones sent it away to be engraved and when I came back to the store to pick it up the watch had the wrong date engraved on it! They did send it back to get it amended and returned it a week later however the date engraved had the spacing all wrong so instead of showing a date 21.02.22 it actually reads 210 222 - by this time I didn’t have the time (or patience) to send it back again so accepted it but I wouldn’t recommend the engraving services at all! Friendly enough staff in the store just a really poor service around the engraving and they don’t reply to emails!”

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Posted 3 years ago

“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.”

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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

Ernest Jones is rated 2.7 based on 129 reviews