ernestjones.co.uk Reviews
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3.6 / 5
Average user rating
9207
Total reviews
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ernestjones.co.uk Reviews
Read real experiences from customers of ernestjones.co.uk.
Brands may not incentivize or pay to hide reviews.
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Bradley
April 2, 2026
I disliked i got offered a 10% discount…
I disliked i got offered a 10% discount to sign up to notifications, after i signed up the discount code did not apply to the item i wanted to purchase
Verity Merryweather
April 2, 2026
Excellent customer service from Reuben…
Excellent customer service from Reuben above and beyond. A staff recognition award would be appropriate for their efforts 😊
MarkyB
April 2, 2026
Poor purchasing experience
I am writing this review to give a fair and honest account of my recent experience in order to assist others when making a decision whether to purchase from this retailer.On 28/03/2026 I placed an order for a Longines timepiece (Longines Master Collection Men's Chronograph Watch). This was on offer with a significant reduction.The order was accepted with an expected fulfilment date of 31/03/2026 and delivery date of 01/04/2026.Checking the status online showed it as being prepared for dispatch. However, it remained at this status for several days.On 31/03/2026 at 10:50am I contacted customer services via online chat to express my concern that the item seemed to be ‘stuck’ in its current status and my miss it’s delivery date. Although helpful, the advisor stated that they had emailed the warehouse and I would receive an email response in 2-3 hours and they could do nothing further but await a response.I did not receive a response so contacted customer services again via telephone. The agent did not seem to understand the issue and did not seem willing to assist further. They ended the call by telling me to call back in an hour.After one hour I called back and was able to deal with an agent who was very helpful. They were able to identify the branch who were handling my order and advised that they were trying to contact them directly but were not receiving a response. They advised that they had left a message with the branch. I asked if it would be OK if I tried contacting the branch myself and they confirmed that this was possible.I then rang the branch directly. I received a prompt response and the member of staff advised me that they were aware that they had received the message and were in the process of replying (they were extremely busy that day which explained the difficulty in contacting them). They further advised that the delay was due to the timepiece being sent to them without the accompanying paperwork (warranty). After some discussion, we agreed that the timepiece could be shipped without the warranty card and this could be forwarded at a later date.I then received a call from the branch shortly after explaining that during the process of packing the item they noticed extensive wear/damage to the case. We agreed that the item was not fit for sale in its condition. They very kindly forwarded an email with photos of the actual item and it was clear that it had extensive scratches and the strap showed signs of wear. We agreed that the transaction would be cancelled as they were unable to fulfil the order.On 01/04/2026 I contacted customer services via chat and they confirmed that the order would be cancelled due to non-fulfilment on their part and any pending payment would be cancelled.On checking my order status later in the day. The status was showing as cancelled but the listed reason was an Issue with my payment. To quote.‘We encountered a problem validating certain billing information and had to cancel this order. You should have received a cancellation email with details about your transaction. Please refer to that email for more information.’Fortunately the transaction and payment has now been cancelled but this does not detract from a disappointing experience.To summarise.• Quality of customer service was inconsistent. Some staff were extremely helpful and went beyond what was expected, whereas others either did the minimum required or were unhelpful and dismissive.• I am extremely concerned that the retailer was prepared to sell me an item in such poor condition. My assessment is that the most likely reason for the condition is that the item had been pre-worn. It was only due to the professionalism and diligence of a staff member that the item was not sent to me. Noting the above, I would also have deep concerns over the ease of the returns process.• The online tracking system cannot be relied upon for accurate information.• On the basis of my experience, despite the high level of service from some staff I would not be prepared to purchase from this retailer in the future.• My impression is that, generally the front-office staff are helpful and professional whereas I do not feel that this is the case with the back-office staff.UPDATE. I notice on 02/04/2026 that the website has updated to showing that this item is in stock. I would advise buyers to check and ensure that this is not the item that was nearly sent to me.
Steve
April 2, 2026
Good product
Good product. Good price. Discount code didn't work. T&C's didn't load. No option for faster delivery.
Mike
March 31, 2026
Unacceptable length of time to change a watch battery!
I took my Rado watch into the Watford store for a new battery and a quote for a new clasp on 17th January. I was shocked when I got a text telling me that it would be ready for collection on 24th February. I didn’t expect it to take so long. Little did I know they would have it a total of 9 and half weeks. 7 and a half for the quote and a further two weeks to return it to store when I rejected their quote. This was only after three emails of which they only replied to one and three phone calls chasing. After all that the battery still needs replacing! If I’d been told in store when I took it in that the wait was so long for their own service centre, I would have sent it to Swatch directly myself, as I did during Covid when the Ernest Jones shop was shut. It came back in just two weeks despite what was going on in the world at that time!
Sherry Alston
March 31, 2026
Website Easy to navigate
Website Easy to navigate
Chloe
March 31, 2026
Absolute joke!
I am beyond frustrated with the absolutely awful experience I’ve had with Ernest Jones.I have been dealing with an issue with my engagement ring for over 8 months now, and the way this has been handled is nothing short of shocking. Communication has been poor from the very beginning — constant delays, unclear responses, and being passed from one person to another without any real resolution.What’s even more upsetting is being repeatedly told that the issue is somehow my fault, despite barely wearing the ring. For a company that prides itself on selling high-value, sentimental jewellery, the complete lack of accountability and customer care is unbelievable.I was also refused even a partial refund, despite the situation dragging on for months and even staff in-store acknowledging that I deserved one. It feels like once they’ve made the sale, they have no interest in supporting their customers when something goes wrong.This whole experience has been stressful, disappointing, and honestly upsetting — especially given the sentimental value of an engagement ring. I would strongly advise others to think twice before purchasing from here.Terrible customer service, poor communication, and no willingness to take responsibility.However the staff at the Crawley store have been very helpful, on our side trying to resolve this to the best of their ability
Mrs Langdale
March 30, 2026
Easy online access
Easy online access. Eager to see my ordee🥰🥰
Sophie Braddock
March 28, 2026
I was so happy to see a necklace I have…
I was so happy to see a necklace I have been looking at to on sale today so I bought it immediately. Gorgeous necklace, great price and the check out super easy.
Mary
March 27, 2026
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