Ernest Jones49 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.Two rings, one very long headache
I honestly wish I’d walked away after the first mix-up, because this has turned into a rather expensive jewellery saga. I needed a decent ring as a Christmas present, and after a previous bad experience elsewhere I thought paying around £2,000 would mean less stress, not more. The first ring apparently was not actually available, despite being sold to me. Sorting the refund took roughly three weeks and a surprising amount of proving I had paid for it. I then bought the same style again and collected it in October. It stayed boxed until Christmas, then got worn only a few times before a diamond popped out. Tiny stone, enormous annoyance. The shop says it’s damage and wants £400 for a repair. I’ve asked another jeweller to inspect it before deciding what to do next. Maybe I’m unlucky, but the whole thing feels pretty poor for the price, to be honest.
Finance approved, watch nowhere to be found
I’d honestly think twice before placing a finance order here. I found a Maurice Lacroix watch on the site, went through the application for a fairly expensive purchase, and was accepted. At that point I assumed the watch was actually available, especially as I was given an estimated delivery date. Then, less than a day later, I was told it wasn’t in stock after all and wouldn’t be coming back in. Bit of a let-down, really. The finance check had already been done, so there’s now a record of that on my credit file despite there being no watch to buy. What surprised me most was that nobody seemed to flag the stock issue before the application went through. The website made it look straightforward, but it ended up being a lot of hassle for nothing. They really need to sort out their stock information before offering finance on items.
A costly mistake made worse
The second I noticed the delivery address was wrong, I got straight onto their live chat. It was my error, no question, and I wasn’t expecting them to magically reroute it. Still, I genuinely thought cancelling it before dispatch might be possible. Instead, I spent about forty minutes watching “please hold” messages appear, then the chat dropped. A second attempt took nearly as long and felt like talking to a webpage; I kept getting pasted policy lines rather than actual answers.
A relief, not perfect but sorted
I was in bits when the stone fell out of my engagement ring at the restaurant — awful timing, right after I’d proposed. The ring had real meaning, so I wanted it fixed, not refunded. It felt strange when the stone went; you handle it every day and then suddenly it’s not the same on your finger. I rang and chatted online. They arranged collection or a store visit. I chose the local shop even though it’s a good hour away. The lady there said it’d be covered by the 12-month warranty. That gave me hope. Then three weeks went by and I got a call saying it was accidental damage and would cost £135. I was shocked. No proper explanation at first, just the price. I asked for it back and a second opinion. It was stressful, honestly. Then Linda from customer service phoned. Calm, helpful, and actually sorted things out for me. She made sure it was fixed without me paying that charge. I’m really grateful. It wasn’t a smooth start and the wait and confusing messages annoyed me. But the final result feels solid. The ring now sits right again and I’m much happier wearing it. Not flawless service, but in the end they cared enough to put it right.
Price surprise, small relief
someone in store admitting the marketing was confusing and taking details to pass on. I’d advise others to check the small print — don’t assume “free” means free. I’m still waiting for a proper resolution, but at least I left feeling heard, which matters to me.
A ring, a brushoff and then a quiet bit of relief
insist on speaking to whoever will do the repair, ask for details about the setting work, and don’t accept “that’s normal” as an answer if the piece hasn’t been worn much. I still expect better consistency from a jeweller with a good name, but at least this ended on a calmer, more competent note.
Watch let-down
Bought a Frederique Constant watch and, frustratingly, the battery died four times in 18 months. Delivery itself arrived on time, no problem, but every visit to get it fixed was a mess — seven trips and still no proper solution. Customer service reply from Linda Bradshaw didn't help much. I'd warn others, ask for better follow-up.
Proper chuffed with the fix
Funny thing — I first spotted their repair stall on a mate’s Instagram and, on a whim, dropped my wife’s Rado in for a new battery. They said a couple of weeks, then there was a delay, but staff rang me, kept it honest and when I tried the watch back it ran like new. That click of relief — I was proper chuffed, really glad I listened to the tip.
Not great at first, but it worked out
Started off thinking they'd botched it — courier missed deliveries three times and the advisers sounded indifferent. I was ready to give up, to be honest. Then, after chasing them a bit, someone actually sorted it and my order arrived intact. Still a bit annoyed, but that moment when it finally turned round made me satisfied.
Friendly, dependable help
Dropped into the Bedford shop after losing my old watch during a move. Dev served me — calm, knowledgeable and not pushy. I needed something sturdy after a previous dodgy online purchase. He talked me through options, answered the same question twice honestly without fuss and even arranged delivery to my new flat, which was quick and neat. Left really happy and will pop back next time soon.
Almost perfect fit
I loved how it felt — it sits nicely on my finger, not too heavy, comfy and it catches the light, makes me smile. Wore it daily, then after a few years the casting failed. Took it back; they said 'wear and tear' and only admitted a fault once the six-year warranty had expired. They wouldn't do a like-for-like swap, so with price hikes I'd have to really downgrade. Bit gutted.
Late delivery, odd bright spot
no updates, missed delivery, birthday passed. I had to ring twice to find it; staff said it was still at the Westfield shop and offered no apology or real help. Oddly, when it finally turned up the watch looked better than the pics, so a small win.
Nice kit, dodgy vouchers
Seen this on a mate's Instagram and thought the kit looked decent. The gadget itself is fine — does what it says, no drama. Trouble started with a "free voucher" offer; it's tucked away in the small print and they then refused to honour it. Customer support ignored several emails. Annoying, but product works. I'm reporting the ad and weighing up a Section 75 claim. Buy only if you don't need help.
Pretty ring, poor finish
check jewellery now and then and don't assume boxed equals safe at all.
Replacement link let-down
Sat down at my desk and the replacement link for my gold St Christopher just snapped — no tugging, nothing dramatic. I’d been with them for years, bought wedding rings and had resizing done, so my first impression was fine. Delivery was actually prompt and it arrived neatly packaged, which surprised me. Took it back, they sent it for analysis and then refused a replacement, claiming it had been yanked. Aftercare felt non-existent.
The delivery that failed the surprise
I'd booked next‑day delivery for a 21st birthday present and paid the premium — that was the point. No delivery turned up; instead an email arrived claiming the driver couldn't access the property and had left a card. There was no card, no knocking. It felt like a weak excuse and, to be honest, looks like they didn't try. The parcel did show up two days later and everything inside was fine, so the product works. Still, the unreliability and poor communication ruined the timing. Not great, but not useless either.
Nice watch, poor backup
Not worth it — that's my quick conclusion. I bought a Longines Conquest from the Westfield White City shop and after three weeks the subdial started playing up. I took it back and was basically told they couldn't help because I'd worn it. No refund, no exchange, they washed their hands of it. I’ve had dodgy bits with other retailers before but usually they at least try to sort things. Here I felt brushed off. Bit annoying, frankly. Paid good money for it, so I felt properly let down. Nice watch, rubbish after-sales. I won't be going back.
Engagement limbo
There I was, balancing a latte and the finance paperwork, needing an engagement ring for our wedding (after a dodgy online order I wanted to do it properly). We ordered three months ago and... nothing solid. Staff in-store were nice, met me twice to check — but they can't get through to the supplier. So we're still paying instalments for something that might not even be being made. It's frustrating, a bit absurd, I laugh with friends, but I wouldn't call this smooth. Might still get a ring, maybe, but don't bank on it.
Nearly missed my holiday because of this watch
Standing at the gate, I was honestly stressing — had ordered a pricey watch to wear over the Christmas break and had zero updates. Spent two days trying to phone them, loads of waiting, being put on hold until I gave up; proper time-sink. Went into the shop and got shrugged off, “ring that number” they said, which didn’t help. That said, the delivery eventually turned up just before I left and the watch is lovely for everyday wear — comfy, smart enough for work and casual stuff. Customer service could be miles better (answer your phones, please), but the product itself does what I wanted. Bit of a rocky experience, but I’d use them again if they sort the support — deliveries are OK, price felt fair, just needs a more helpful team on the other end of the line.
Delivery and refund muddle
I came across their jewellery on Instagram and even tipped it to a friend. Paid for express delivery for two pieces I needed as gifts. One item later turned up as 'unavailable' so they said they'd refund, the other supposedly had a failed delivery attempt while I was at home and reception was running — odd. I had to dash out and buy replacement presents. Customer service said they couldn't process the refund until the courier returned the item, plus up to ten days processing. Dry logic, but it left me out of pocket and annoyed (and yes I chased them).
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 2026
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