Ernest Jones - Birmingham Omdömen 

Extremely poor quality and customer service – avoid Ernest Jones

We purchased a diamond wedding band from Ernest Jones for around £350. Within just 4 months of ownership, two diamonds fell out. The first fell out after around 2–3 months, and the second fell out at 4 months. My wife has not worn the ring heavily at all.

When we returned to the store, instead of offering reassurance or support, the staff immediately tried to prepare us for blame. They told us they would send the ring away to check whether it was a manufacturing fault, but also said that “most likely it won’t be” and that the repair “wouldn’t be worth it”, strongly suggesting we buy the same ring again instead as it was still the same price. This felt completely inappropriate, especially given how new the ring was.

Unsurprisingly, the manufacturer came back and claimed it was our fault, and quoted over £200 to repair it — on a ring that cost only around £350. We then raised a formal complaint, which took over a week to resolve, only to be offered a “reduced” repair cost of £129.

A wedding ring should absolutely be fit for purpose and last longer than a few months. Losing two diamonds in such a short time clearly points to poor craftsmanship and quality, not misuse.

Overall, this has been a waste of time, money, and energy. Poor quality product, dismissive customer service, and no accountability. I would strongly advise people not to buy from Ernest Jones.

273-2141

Went into Ernest Jones yesterday 17th December for a engagement and wedding ring the service was fantastic from Claire Lowe she helped me to pick two lovely rings and made it a lovely experience which we will remember on our wedding journey very professional and caring and would return and recommend.

I bought a Seiko Prospex last week and got a good deal at the Ernest Jones in the Bull Ring in Birmingham. The Sales assist Caroline (or possibly Catherine) was very professional, went through lots of options with me and was cheerful and patient as well. An excellent shopping experience

Placed order using their 10% off voucher. It stated it’d be next day delivery. They took my money.
Next day order still showing as pending shipment, so I chased up.
Literally 2 minutes into the chat with customer services I get an email telling me order is cancelled (due to out of stock).
I believe they cancelled it when they realised I should not have been able to use the voucher on this particular item (as all other retailers exclude it from discount vouchers).
Refund will take 3-5 days so I can’t even buy from someone else!!!

Bullring shop closed shutters in the middle of the afternoon, on 21/10/24, travelled from quite a distant to buy a watch, wasted my time and money. poor service.

A lovely lady, helped me find the white gold bangles I was looking for.
I don't know her name, but she was more than helpful.
We came from Shrewsbury, so she will know who she is and who we are.
The only downside was the lack of air-conditioning.
I actually don't know how colleague's can work in that heat.
I found it unbelievable that Earnest Jones was not Air-conditioned?

Went in with the intention of buying 2 specific items. Would have been in and out in 10mins easy sale I knew the exact 2 items and that they were instock there. I’m really not hard to off put but the shop was dirty, empty and staff just stood there.

I asked straight away to see the 2 items, sales associate was the least sales woman I’ve ever met in my life she really didn’t want to sell it to me. Very vacant and half hearted ‘they got well together’ statement for 2 pieces that don’t go well together at all 😂

I know it’s more of a budget store but the experience was dire. We sat in some purple chairs that reminded me of the premier inn and I think that summed up the experience. The bracelet I tried on was also one from the shelf and was really scratched, they didn’t get a new one out which again I found really strange.

In the end left within 5 minutes and didn’t buy as the whole experience was off and I would have been a super easy sale! It was also my birthday and just honestly put a dampener on the shopping trip! Went in the Tag Heuer shop to get my watch bracelet links amended, lovely conversation and glass of champagne while I waited as it was my birthday even though we weren’t spending a penny in their store that day! The difference between the 2 experiences was stark and I know which shop I’d be returning to!

Recently visited the bullring store manager was very unprofessional and made a judgement about where I can or cannot afford it and was disgusting service very judgemental never seen poor external like this before

I ordered a watch from this store but there was issues regarding the delivery of the item upon collection.

However due to the excellent and considerate customer service I recieved from Nicky and Zoe I was very happy to choose another watch because I felt like a valued customer.

I will recommend this store to family and friends should they need to purchase jewellery.

Thank you again! Nicky and Zoe you guys sparkle.

Very rude staff and lack of respect at bull ring Ernest jones. Was unable to return an item that had thousands on that was told I could.
Left shop without any options, with an item that I didn’t want.

Staff were so rude. I work in the nhs and never have I witnessed such disrespect.

I had arranged to go to Ernest Jones with my mother and soon to be mother-in-law on 01/07 to purchase an engagement ring.

I ordered a ring in store on that day and was told that as I couldn't get the size I needed, I would have to order another size and that there would be a few weeks wait to allow for resizing etc.

As I hadn't heard anything, I called on 03/08. Because I didn't have my order number to hand, I was told I couldn't be found on the system. When I asked if there was another way I could be found, I was asked to give my postcode, I still couldn't be found, but was asked if I was someone else... which raised concerns as to why I couldn't be found on the system, and if my name was being given out willy nilly just as someone else's had when I called.

I phoned again on 04/08 with my order number to hand to which I was told that my order had been cancelled! After asking why, I was told that the ring I had ordered wasn't in stock. No one emailed or called me to tell me my order had been cancelled and although they said an automated email would have been sent out, I definitely didn't receive one! And the fact that if on their system it was showing that an email had gone out, why didn't they chase me up about how I would like to proceed? i.e. be refunded or find a replacement.

What concerns me most is that, why did the store let me purchase a ring that was out of stock? Why did no one try and contact me to arrange next steps? Instead I was left waiting and wondering where the ring I had purchased was.

As I had arranged to go abroad and had planned something really special for the proposal, imaginably this had completely messed up my plans and severely cost me due to a mistake not made by myself!

I went into the store on 06/08 to try and find a replacement ring, however I felt like the staff wanted to get me gone and although I'd advised of my budget, was being shown rings nowhere near this. It felt like they just wanted me to buy up and get lost.

I contacted head office customer services to request a refund. Although I received a refund for the ring, I didn't receive a refund for the insurance policy I had taken out.

At the point of sale, I took out insurance on the ring, and although I hadn't even received a ring, I had two payments taken out.

On 15/08 I called their head office to find out why I hadn't been refunded for the insurance. I was advised that they would sort this out for me and that I would be updated ASAP.

As I hadn't heard anything, I called again on 18/08 I was advised that I wouldn't receive a refund until I returned the policy documents back to the store so that they could start the refund process with the insurers in order to refund me. Why wasn't I told this when I called to request a refund? And furthermore, why if not then, was I not told this when I called on 15/08...?

Upon sending the documents back to the store on 19/08, I still hadn't heard anything, and on 07/09, I called again to see where my refund was, to be informed that I needed to send screenshots of my bank statement to Ernest Jones to prove that I'd paid the money out. Again, why wasn't I told this the many times I had called before?

If you want to:
- Have your engagement plans ruined.
- Have concerns for your personal data.
- Have phone calls every other day to try and find out what you as a customer have to do to fix the mistakes of the stores.
- Be disappointed with the level of customer service you receive.

Then Ernest Jones is the place for you!

The fact that the store haven't called me once to apologise for the absolute shambles that has gone on and the fact that I have constantly had to call up and chase, to feel like as a customer I am not valued and I've just felt throughout the whole ordeal, that I've just been taken the P out of.

I would not be using Ernest Jones again and will do my best to ensure that no one has to go through the stress, headache and disappointment that I have had to go through!

We recently bought a number of items from Ernest Jones, we were fortunate to be looked after by Aman, she was really helpful and very accommodating, nothing was too much, we found her expertise and knowledge very helpful in making the final decisions. Ernest Jones is always good value for money too. We always buy our jewellery from there. Thank you Ernest Jones.

I have bought last year rotary 9 carat gold classic watch from Earnest Jones. It was pandemic and whole year I was working from home and that’s why I have worn the watch only on 10 occasions. I did not get a chance to wear it on daily basis . But after only limited usage , I noticed one link of the watch is missing. I was surprised to see that . I contacted the shop and they said rotary is responsible for repairs. Rotary refused to fix it for free because they gave me reason that it’s a cosmetic damage. It a big shame that I had to pay £288 for repair on the top of approximately £2000 cost money.
Actually, rotary charged me only £164.70 and the extra £123.30 was charged by Ernest Jones store . I confronted the store manager and she admitted that we have hidden cost which should not be told to the customer.
But this was a repair cost , how can they charge hidden charges from the customer when they say that they are not responsible for repairs.
Please avoid Ernest jones as they have very poor customer support and they charge you hidden cost on the top of repair cost . I will never buy any product of them. Please avoid them for repair , directly contact the company of the product.
P.S I have already contacted the customer service with case reference number 01800580 and tried to get the updates but the representative did not contact me back. It’s very frustrating. You people steal my money for just sending my watch for repair. I need my money back.

Really enjoyed the experience shan was really helpful finding the watch i wanted

Really good service from the staff. Helpful and very friendly

We had a very positive experience at Ernest Jones, our sales person, Nuala was very pleasant and helpful, I would definitely shop there again in Queens Arcade Belfast.

Unfortunately we had to speak to 2 staff at the Bullring shop about my watch purchased from Ernest Jones in Lincoln.
The staff at the Bullring branch should take a trip over to Lincoln and spend some time in that Ernest Jones to learn customer service at its best. Whilst there I also advise them to take lessons in how to answer the phone, not be rude and unhelpful, and decide if they want to stay in retail because they clearly do not enjoy their job.

Terrible customer service during both occasions that I was there during the purchase of my watch. First occasion the sales advisor was clueless about everything and was very rude in her approach to me, she was more concerned about closing the shop on time and making me leave.
Second occasion, the ‘experienced’ sales advisor whom I informed about the first sales advisor simply apologised in a very insincere way for her colleagues conduct and she explained that that advisor was new and in training which I graciously accepted but then she proceeded to once again help me with ‘very poor’ customer service knowledge and skills.
I was extremely put off from this experience of shopping at Ernest Jones, and have decided to never shop there again and instead I will source any branded/ designer watches from other alternative retailers. I have also informed my friends and family to avoid this shop/ this particular branch of Ernest Jones.