Ernest Jones Reviews

Name: Ernest Jones
Rating: 2.69

2.7 Rating 129 Reviews

42 %

of reviewers recommend Ernest Jones

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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

“I purchased a ring from Ernest Jones and purchasing was so easy. The worst bit is the customer services, it seems once they have your money that is it, the rest is just an awful attitude. The ring did not turn up for over a week when they said it was sent next day special delivery. eventually it came by royal mail!! When trying to get through to them the only way i could get through was via live chat and some of the people at the end of the chat were unhelpful and basically told me that there was nothing they could do to help. In some of the live chat the person even put !!! after one of the comments (very rude) When the ring finally arrived i had been told (over live chat) i would get a certificate with the ring as it was such a good ring that the certificate would come with it. No certificate arrived with the ring at all so i still dont know to this day if it is a genuine ring and whether it is what they said it is on their website? their comment was that we dont do certificates and yet told me it is an amazing ring!!!! I did eventually get an apology from them for the late delivery i had but still no reassurance about the quality and value of the ring for insurance purposes. I will not be purchasing from these people again and i would highly recommend that you think twice before you press the purchase button if all contact after sale is as poor as mine. Very poor considering a lot of money was spent on my purchase with no customer services skills what so ever. Very poor i wish i would have read the reviews before giving these people my hard earned money. Awful experience, did not feel like i was a customer just a pain in the backside for contacting them with an issue. Never again sorry Ernest Jones your name not good in my eyes.”

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Posted 3 years ago

“Hi there I recently purchased a tag heuer aquaracer watch from your cribbs causeway Bristol branch, which when purchased I had a brilliant experience. Since purchasing I have worn the watch once very briefly, but other than that it has remained in its box. Yesterday on the 14th November 2021 I decided I was going to wear the watch for the day and noticed that the date hadn't been moving although it was still reading the time. With it being a new watch I decided to drive into your store and have it looked at. On arrival I passed the watch to a member of your team who I believe was named Victoria, who then proceeded to work on the watch for 5-10 minutes whilst I watched over my children. It's worth noting that when dropped off to you the watch was in its box and not being worn by myself. Once she had finished she returned the watch to me and i wore it out of the store, had some lunch and returned home. Once I got home and sat down with my husband he almost immediately noticed three scratches on the bracelet and up the side of the main casing. Having barely worn the watch and knowing it's condition and how well it has been looked after I immediately returned to your store which is a 30 minute trip each way. On arrival I explained the situation to a member of staff who then handed the watch to Victoria I then said I wasn't directly blaming her but the facts were that the watch was handed over in perfect condition and then subsequently returned in what appears to be a damaged condition. She then took the watch and checked it over immediately saying it wasn't her and that there's nothing she could do. I love the watch and want to keep it but i was simply asking if the scratches could be polished out and if not then it would need to be replaced or refunded, she then said they could repair the watch but I will have to pay. I then asked her to check the CCTV to find out exactly how the watch had been treated. At this point I was rather aggressively told to leave, she slammed the lid on the watch Box and shoved it towards me telling me to leave or she will call Security, repeating this twice. As I was leaving she also bizarrely told me to go and try to sell my watch somewhere else as they are not taking it, which I just really couldn't understand. I am Thai not English and my husband has written this complaint for me but as you can appreciate this remark was rather confusing as all I had asked for was the damage to be repaired as this is my preferred option as i live the watch and want to keep it. After such a great initial experience purchasing the watch to then be made to feel like a criminal was quite upsetting. Off the back of my visit I went straight to an independent local jeweler who inspected the watch and says the scratches are deep enough to the point where it looks like someone has scratched it with a tool, possibly whilst trying to release the crown? I understand how these things can happen and watches can be easily scratched but as you would see if you inspected the watch, there are absolutely no signs of fair wear and tear on the watch except for three deep scratches which logically just makes no sense. The very least I would of expected was some kind of compromise but there was no acceptance of even the possibility of an accident on her behalf and then on the top of that i was threatened to leave or Security would be called. Anything you can do to help me would be hugely appreciated. Kind regards Kittiya Oxenham”

Ernest Jones 1 star review on 15th November 2021

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Posted 3 years ago

“Wouldn't shop there again twice been disappointed manager rude not helpful Customer service helpful tho she sorted my broken watch”

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Posted 3 years ago

“This is my second bad experience with ernest jones. 1st one I didn't receive the order I'd placed at all so ended up cancelling. Disappointed as it was a birthday present for my husband. This time I took my watch in for repair they said it would be 4 weeks. Excessive for just a new glass face. But its now 4.5 months later and iv still not had it back. Online really unhelpfully and didn't even allologise. Never using this company again for anything!”

Helpful Report

Posted 3 years ago

“Placed a £920 order ,given delivery day,time slot etc ,waited for the order and waited and waited,order never arrived ,no explanation,next day given time etc so waited only to somehow have missed the delivery company ! . Rang Ernest Jones who didn’t really seem to care ,sad, cancelled the order in disgust but have to wait for the delivery company to return my order then it has to be processed then I will within another 7 working days get my refund, IS THIS ANYWAY TO TREAT CUSTOMERS.”

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Posted 3 years ago

“Very poor Have had some lovely staff over the years. Sadly the current manageress is a rude and frankly embarrassing woman a bad attitude problem. She was obnoxious. When I said I was going to complain to the manager she smuggly told me she was the manager. So I asked for the number of head office and incredibly she refused to give it to me. I asked her eight times and on each occasion she refused demanding I should deal with her. I told her I was going to start recording and she told me not to. Needless to say i did and she was so bold in her belief she was getting away with this behaviour that when I told her I had actually recorded she became even ruder and even told me her bosses wouldnt be allowed to hear the recordings because I didnt have her permission and quoted GDPR at me ! Funny that. If anyone was accusing me of being rude and I wasnt Id be delighted there was a recording. She wasnt delighted ! Horrid woman and honestly I would urge people to shop elsewhere because we are entitled to be treated with respect and dignity and companies are becoming less and less interested in us as consumers. They need a wake up call”

Helpful Report

Posted 3 years ago

“I bought 5 watches, online, all same model for family, inspected them, all 5 have scratches, no plastic protection, no tags which are important, some had no warranty card. Returned them all, last week I bought 3 in the sale, all scratched, some with dings on them where they have hit something, no tags, no protective plastic, one missing a warranty card, these are all going back, I thought just order one, you might get lucky, received it today, scratched, no plastic protection, no tag. It's going back also. I am disgusted with ernest jones and lack of care for products or customers, these watches all have the appearance of being used watches, they must be the display models and are badly looked after, they don't tell you they are display models, all 8 watches I ordered came from different shops which makes me think I'm right I will never use Ernest jones again. Vote with your money, don't go through what I have had to go through, reading these reports and elsewhere online I see a lot of people have the same problem with scratched watches. They don't leave the factory in this condition. When I buy a new watch I expect it to be new. These watches are all being returned due to being scratched.”

Ernest Jones 1 star review on 31st July 2021

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Posted 3 years ago

“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 4 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 4 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 4 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 4 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 4 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 4 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

Ernest Jones is rated 2.7 based on 129 reviews