Ernest Jones25 reviews
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Half-built excitement, quickly dulled
It felt strange the first time I put it on — light, delicate, almost like it shouldn’t be handled roughly — which is why I was so shocked when a stone popped out after only a few days. I’d been saving for and waiting on this proposal ring for ages, meant to mark a proper moment, so wearing it every day felt important to me. The band was comfortable and looked lovely close up, but soon I noticed a tiny gap where the setting sat; turns out that was the problem. Sending it back should have been straightforward, but it wasn’t. The shop said two weeks in the workshop to fix it, and fair enough, I thought. Two weeks went by and then another, and most calls went unanswered. When I did get through, the staff sometimes sounded like I was being difficult, even hinting I’d caused the damage — which felt insulting and unnecessary. A repair is one thing, but the lack of updates and the way they handled me really soured the whole thing. I don’t want to sound dramatic, but it changed a very happy thing into something that’s been nagging at me for weeks. I still don’t have the ring back, and part of me can’t even picture it properly now. I don’t often write negative reviews, but I think others should know that decent quality and decent communication matter — especially with something as personal as a proposal ring.
Snow, a watch and a long drive
the shop assistant tried to help with the price, so thumbs up there.
But the watch arrived—well, we collected it after I drove the 122 miles each way from the Isle of Skye—and it sat under the tree for a few days before being opened. On Christmas Day the second hand was twitching oddly. We assumed a dodgy mechanism at first, but a call to Raymond Weil and a quick google later suggested the battery was dead, or at least nearly gone. Not what you expect from a new watch.
I rang Ernest Jones as soon as their customer service line opened and explained the situation. Their reply was frustrating: because I live on Skye they wouldn’t collect it (insurance worries, courier access, the usual). If I posted it and it got lost, that would be my problem, not theirs. They did say they’d reimburse my travel costs — around £50 — if I drove back. So I went back, another 244 miles round trip, only to find the Inverness store hadn’t even been told about the case. I had to pull up an online transcript of my conversation just to get them to accept the return. And the promised reimbursement? Nothing arrived.
I’m not saying don’t buy the watch — it looks nice and the salesperson’s attitude in-store was decent — but be warned: their aftercare and logistics are a mess if you’re somewhere remote. It left us a bit deflated over the holidays, and honestly that’s what I remember more than the watch itself.The ring that wasn’t
don’t rely on the big name alone. Wouldn’t recommend my original retailer, unless you like stress with your jewellery.
That awkward few minutes that turned it all around
I’m halfway through a proposal, palms sweaty, all that, and the ring just slips off. Silence, a tiny bit of horror, and then me thinking “okay, this is going badly.” We’d had a sizing done before, or so I thought, and I was already braced for things to go pear-shaped because I’ve had a couple of dodgy experiences with other stores in the past — slow turnaround, vague promises — so I wasn’t exactly relaxed. Anyway, my partner slips the ring back on for five minutes and takes it off straight away because it felt loose. Not the vibe I wanted.
We go back to the shop and, at first, it’s a bit of a faff. One staff member wasn’t great — she was brusque, and at one point turned the till screen round in a way that showed how much I’d spent, which felt cringey and unnecessary. I’ll be honest, that made me flush with embarrassment. But then another colleague stepped in, calm as you like, and that’s where the tide turned.
The moment I knew I was actually going to be okay was unexpected: she measured my partner properly, not that rushed squeezing of fingers, used a proper sizing thing and then said, “We can do this now and we’ll keep it neat.” No big promises, no drama, just sensible. A quick, careful resize, a polish to take out the tiny scuffs (they were barely noticeable but she wasn’t willing to pretend they weren’t there), and she handed the ring back. My partner tried it on, slipped it on, gave that little relieved laugh, and then leaned in. That laugh — that was the relief. In that two-second smile I realised all the earlier stress didn’t matter much. It wasn’t perfect, there were a couple of marks that needed a bit more attention later, but it sat right and felt secure. Job done.
So yeah, mixed feelings: the first person we met didn’t help, and the whole “showing the price” thing was a poor move, but the follow-up was competent and, crucially, quick. Would I recommend? With a caveat: ask for someone who actually listens, and don’t expect a flawless presentation out of the box. For me, the small saving grace was the staff member who actually fixed it and made that awkward moment into something we could laugh about afterwards.A rocky start, but it’s alright now
I’m relieved it worked out, but it was a proper faff and I’d be wary next time. My partner bought the ring from a branch while he was away for work and he surprised me with a proposal on holiday. Lovely, right? Except within a month a small diamond from the halo went missing. I was pretty sceptical at first — like, did I do something? I barely wear rings at home, I do a desk job, wash my hands loads, nothing rough — so that felt off. We popped into our local store and the person there was actually friendly and agreed straight away it looked like a fault, not me wearing it wrong. That gave me some hope.
They sent it away for repair on the spot and said two weeks max. Two weeks felt reasonable. After fifteen days my partner rang to check and the tone shifted: over the phone we met someone much less helpful who suggested it might have been deliberate damage and that we’d have to pay before repair. That bit was frustrating and, I’ll admit, angered me — why on earth would I damage it myself? It made the whole thing feel like a battle for trust. Anyway, after asking for a refund and getting promised a manager call, we didn’t hear back straight away. So there was a period of waiting and irritation.
The good bit is that after pushing a bit, someone did follow up and the repair was completed; the stone was reset properly and the ring feels solid again. I still think the phone handling could have been much better, and the initial worry that this kind of thing happens more often than they’d like to admit stuck with me. For everyday wear now, it’s been fine — I wear it to work, wash my hands a lot, sleep with it on, and it hasn’t given trouble since the fix. I’d say if you’re buying something sentimental, keep an eye on the small print, ask about guarantees, and maybe register it properly. In short: decent product in the end, patchy communication and a stressful few weeks. Would I buy again? Maybe — but only if I’d had clearer reassurance up front.Faulty watch replacement
I had to take back a dodgy watch that I got for a special event, and Jane, the store manager, was so helpful in sorting us out with a replacement. Her kindness and chatty nature really made the whole thing a lot more bearable. I'd definitely suggest this shop and the folks who work there.
Necklace for mum
I popped into the shop with my mum to find a necklace for her birthday. The staff were lovely and welcoming! There was a lady named Suzanne who assisted us in choosing the ideal necklace for my mum's 50th birthday. She was extremely helpful and made the whole experience enjoyable. I'm really looking forward to returning to the shop!
Trying to place an order online
I mean, come on, why is it so difficult to accept the United Kingdom as a shipping address? I spent ages trying to place an order because your system wouldn't even recognise the UK as a valid destination. It's just ridiculous and honestly, quite insulting to potential customers like me and my husband, who also had the same issue. Get it together!
Overpriced ring
I bought a ring from that shop not long ago, and I've got to be honest, it really wasn't worth the money. The service I got wasn't great, and it took ages for them to sort out my order. I wouldn't advise anyone to go shopping there, it was just too stressful all round.
Eternity ring issue
I had an issue with my wife's eternity ring, but Nabila, the store manager, was so helpful and sorted it out even though the warranty had run out. She kept us in the loop and genuinely wanted to make sure we were pleased. Ernest Jones is really lucky to have someone like her!
Easy website navigation and 10% discount on first order
The website was really easy to use, so shopping was a breeze. I was chuffed to bits to get a 10% discount on my first order, which was a nice bonus. Gotta say, if it wasn't for the discount, I might have shopped around elsewhere.
Watch purchase
I bought a watch from this company not long ago and sadly, it hasn't been a great experience. The battery needed replacing after just a year, setting me back £120. And now, after only 2 years, it's failed again. When I got in touch with customer service to raise my issues, they just gave me a reference number and basically said my complaint was pointless because they wouldn't do anything about it. I'm really let down by the poor quality of the watch and the terrible customer service.
Necklace purchase
I got this really awesome necklace from here and it's fantastic! The ladies in the shop were really friendly and helped me choose the perfect one. I tried ordering online first, but it was a hassle, so going to the store was much easier. The necklace is so good, I wear it all the time now!
Bracelet purchase
I bought a bracelet but it broke after only a few days of wearing it. When I asked for a refund, they just kept giving me excuses instead of helping me out. It's so annoying and I'm done with their awful customer service!
Diamond ring gift for girlfriend
I just want to say a big thank you to the staff at this store, especially Cara. She really helped me pick out a gorgeous diamond ring for my girlfriend's 21st birthday. Cara's knowledge of jewellery is seriously impressive, and she was so patient and clear in explaining all the different options to me. The customer service here is top-notch, and I didn't feel any pressure to buy anything while I was looking around. It was a really pleasant experience, and I'm so thankful for all the help in finding the perfect gift for my girlfriend.
Ring resizing issue
Recently, I had a really bad experience with this company when I took my engagement ring to get resized. To my dismay, they somehow managed to lose one of the diamonds from it. It was a nightmare, especially considering how important the ring is to me and with my wedding approaching. I only realised the diamond was missing after I asked about the resizing and had already paid for it. This caused even more delays as I had to wait for the ring to come back with the diamond replaced and wait for a refund for the messed up resizing. Dealing with this stress so close to my wedding was totally unnecessary and not what I needed.
Platinum and diamond wedding band
I bought this really nice ring made of platinum with diamonds on it. It looked so beautiful and shiny, I was really happy with it! However, after just 6 months, the platinum cracked and one of the diamond fell off. I felt really disappointed and upset about it. When I returned to the store, the staff there weren't very friendly to me. They asked me to pay more money to get it fixed, which I felt was unfair. I decided that I won't be going back there again and I also warned all my friends and family to avoid that store as well.
Bought an engagement ring
The staff in the store were amazing when I was buying my engagement ring. They were really kind even when I chose the wrong ring, and they helped me even though it was after closing time. Craig was particularly brilliant and made sure everything was just right. Thank you so much!
Hugo Boss watch for husband's 60th birthday
I recently popped into the store in Hanley, Stoke on Trent, as I was looking to get a Hugo Boss watch for my husband's 60th birthday. When I entered, I was greeted by Fran, who was super helpful and friendly. She guided me in selecting the perfect watch and provided top-notch customer service throughout the whole process. I always love coming to this store because Jane, the manageress, creates such a lovely and friendly atmosphere. Her exceptional customer service skills have clearly rubbed off on her team, making each visit a delightful experience. I was really impressed by the service and attention to detail I received at this store. I would highly recommend it to anyone in search of a special gift or jewellery piece.
Quick and Easy Online Purchase
I had a really good time shopping online for my new watch. The website was so easy to use, I found just what I wanted in no time. Ordering was a breeze and super fast, which was great. The choice of watches was amazing and I was really impressed by all the different options. All in all, it was a really smooth and fun shopping trip.
About Ernest Jones
Ernest Jones is a premier British jewellery and watch retailer, established in 1949 by Ernest and Stella Weinstein. The company offers a diverse collection of high-quality diamonds, luxury watches, and fine jewellery. With stores throughout the United Kingdom, Ernest Jones has garnered a reputation for exceptional craftsmanship and prestigious brands. The retailer is a subsidiary of Signet Jewelers Ltd., the world’s largest speciality retail jeweller. Over the decades, Ernest Jones has remained committed to providing exemplary customer service and exquisite merchandise, ensuring its standing as a leader in the jewellery industry.
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Fashion Reviews & Experiences | Electronics Reviews & Experiences | Online shopping
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Last update: October 2025
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