Oh my goodness. So wished I read the reviews on Trust pilot before I purchased a tiara for my granddaughter who is bridesmaid in 4 weeks time. Tiara arrived broken in the front. Pictures sent so v... See more
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Review summary
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Reviews shaping this summary
The earrings, when I finally received a replacement for original faulty pair, were lovely. The FIRST pair was a gift, and clip on. The clips were both very loose, and the earrings woudn't stay in pla... See more
Company replied
I ordered 3 necklaces. They came fairly quickly. Unfortunately one of them snapped after wearing it once. I sent it back and received a replacement within a week. Hopefully this one will be okay. Yo... See more
Company replied
This has now been resolved. I recommend dm’ing the team directly on instagram as I got quicker response and was sorted swiftly.
Company details
Information provided by various external sources
Find a great collection of womens designer jewellery at Jon Richard. We offer a wide range of womens designer accessories online
Contact info
Tilson Road, M23 9GF, Wythenshawe, United Kingdom
- jonrichard.com
3.1
Average
106 reviews
Replied to 80% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great customer service
Ordered silver earrings and one broke when taking it out packet. After a few emails got sorted with a replacement set. Thanks
24 November 2025
Unprompted review
Reply from Jon Richard
Thank you for your feedback!
We’re glad to hear that the replacement set was sent promptly and that the issue was resolved. It’s our goal to provide beautiful jewellery and quick, helpful service, and we’re delighted that we could put this right for you! :)
Stay away, don’t buy anything
Ordered some pearl earrings for my daughters wedding twice on separate occasions of Jon Richard website, both times when checking the tracking number on Royal Mail it said it had been delivered, but it wasn’t, tried to get in touch with them via email, they just ignored them, googled Jon Richard’s it came up with a phone number, phoned it, it wasn’t even their phone number
24 November 2025
Unprompted review
Reply from Jon Richard
We’re very sorry to hear about the issues you experienced with your orders. Please rest assured that this matter has since been fully resolved.
To clarify, we do not operate a customer service telephone line. Support is provided via email only. Our team works hard to respond to all enquiries promptly, and we kindly ask customers to allow 2–5 working days for a reply.
Once parcels leave our warehouse, they are handled by third-party delivery services such as Royal Mail. On rare occasions, delivery issues can occur, and when they do, we investigate immediately and work to put things right.
We sincerely appreciate your patience while this was resolved and hope your daughter enjoyed her special day. Ensuring our customers receive their orders safely and on time is always our priority.
Customer Service Resolved My Issue
My order went through as a double payment, the Jon Richard team helped me resolve this issue and within the week had refunded me. I was initially a little worried as there is no telephone number to speak to customer services in person, however, the team always responded quickly via email which is fantastic and I really appreciated this as I was super stressed :)
4 November 2025
Unprompted review
Reply from Jon Richard
Thank you for your kind feedback. We’re delighted that your double payment issue was resolved promptly and that our team could help put your mind at ease. :)
We do not operate a customer service telephone line-support is provided via email only. Our team works hard to respond as quickly as possible during business hours, and we’re pleased that we were able to resolve this for you as soon as possible.
We really appreciate you taking the time to share your experience and are glad we could make the process as stress-free as possible.
Ordered from Debenhams Earring broke…
Ordered from Debenhams Earring broke when removed from card.Sent back and requested a replacement to be sent ,within days replacement was received and I’m so happy .
Please don’t be put off by ordering from them are are actually really good and I’m very impressed with the service.
So happy to have another pair,and what a lovely surprise that you had more to replace the faulty one.
Thanks so much!
Much appreciated
24 September 2025
Unprompted review
Reply from Jon Richard
Thank you so much for your kind review! We’re delighted that your replacement earrings arrived quickly and that you’re happy with them. It’s always our goal to ensure our customers receive beautiful jewellery and excellent service, even when issues arise.
We really appreciate you taking the time to share your experience and are thrilled that we could turn this around for you!
I’ve previously had issues when…
I’ve previously had issues when ordering Jon Richard items via Debenhams and on that occasion Jon Richard sorted it. However I’ve had another issue with items ordered for my daughter’s wedding which is in three days and the drama has been ridiculous. I order a lot from this company and will never order again. What I have ordered that came will be returned as I’m a loyal customer but this was a joke. I can shop with businesses that care about their customers instead. The amount of time wasted with mixed messages and nonsense is ridiculous. Clearly they are happy to loose my business.
8 October 2025
Unprompted review
Reply from Jon Richard
We’re very sorry to hear about the issues you experienced with your order. We completely understand how stressful it must have been. Please be assured that we take all customer concerns seriously, and we regret that this occasion did not meet the high standard we aim to provide.
While we worked to resolve this matters promptly, we recognise that the experience was not convenient. We truly appreciate your loyalty over the years and are sorry that this incident has impacted your confidence in us.
Brand new earrings got stuck in my ear…
Brand new earrings got stuck in my ear as soon as I put them in, the catch would not open on the back of the earrings (drop sterling silver) I had to visit a tattoo shop & paid to have them taken out with pliers. Customer services absolutely useless and not bothered at all, clearly a manufacturing fault, I have owned plenty of harp back earrings and never had an issue with the backing not opening but they wouldn't help at all as I purchased the item at a concessions store - would not recommend and won't shop there again.
8 October 2025
Unprompted review
Reply from Jon Richard
Thank you for your feedback. We are very sorry to hear about the experience you had with your earrings - we completely understand how distressing and inconvenient this must have been.
As your item was purchased in-store at one of our concessions, we are unfortunately unable to access or process this transaction through our online customer service system. In line with standard retail practice, store purchases must be returned or reviewed at the original store of purchase, or at another branch of the same retailer that stocks the item. This is the same principle as online purchases, which can only be resolved through our online team and cannot be processed in-store at our concessions.
That said, we’re pleased this matter has since been resolved. Please be assured that product quality is extremely important to us, and feedback such as yours is always taken seriously and shared with the relevant teams.
We truly appreciate you taking the time to raise this and hope we may have the opportunity to restore your confidence in our brand in the future.
Bought a beautiful jewellery set but…
Bought a beautiful jewellery set but has a stone missing in an earring. Have emailed countless times, I sent a photo as requested and have not heard anything back.
Appalling customer service
17 September 2025
Unprompted review
Reply from Jon Richard
We’re very sorry to hear about the issue with your jewellery set. Please be assured that our team responds to all enquiries as quickly as possible, within our response timeframe.
This particular issue has since been fully resolved, and we’re pleased that a solution was provided at the time. We appreciate you bringing this to our attention, as feedback like yours helps us continue to improve our service.
I ordered 3 necklaces
I ordered 3 necklaces. They came fairly quickly. Unfortunately one of them snapped after wearing it once. I sent it back and received a replacement within a week. Hopefully this one will be okay.
You get what you pay for!
3 September 2025
Unprompted review
Reply from Jon Richard
Thank you for your feedback. We’re pleased this matter has been resolved and that a replacement necklace was sent out promptly. We’re sorry that the original item didn’t meet expectations, but we’re glad we could put it right quickly.
RESOLVED IN THE END
Oh my goodness. So wished I read the reviews on Trust pilot before I purchased a tiara for my granddaughter who is bridesmaid in 4 weeks time. Tiara arrived broken in the front. Pictures sent so very evident it was not in a condition to use. I had one response to various emails offering me options as the tiara was no longer in stock. I asked for refund in the end. Complete and utter silence. You can’t get through my phone and I keep getting automated emails which seemingly is all they do. Shame on you Jon Richard company. Please let this be a warning.
Update Jon Richard has responded over 5 months after review. Apparently the matter is resolved in the tiara could not be used so I bought a replacement and no monies refunded. Jon Richard are useless
Further update - was contacted by Trading Manager personally with sincere apologies. Manager very personable and empathised with problem. Purely for this interaction I have given company 3 starsw
15 September 2025
Unprompted review
Reply from Jon Richard
Thank you for your feedback. We’re very sorry to hear that your tiara arrived damaged - we understand how disappointing this must have been, especially with such an important occasion approaching.
To clarify, we do not operate a customer service telephone line. Our support is provided via email only, as stated on our website. During busy periods, we kindly ask customers to allow 2–5 working days for a response, as our team works through enquiries in the order they are received.
We’re very sorry to hear you feel this matter hasn’t been resolved. Our team always aims to resolve any issues promptly and fairly, so we would like the opportunity to review your case in full.
Please contact our customer service team directly via email at customerservice@jonrichard.com ,with your order details so we can investigate further. Please be assured that damaged items are never acceptable, and we always aim to provide a solution as quickly as possible.
We truly appreciate your feedback and are sorry for the frustration caused.
TERRIBLECUSTOMER SERVICE
I purchased a beautiful bracelet from the Simply Silver range for my mother, the bracelet then broke. It is a design fault. Initially customer services were very helpful and asked me to return the item and they would refund me as they did not have the item in stock to replace it. I sent back the item on the 30th of July as of yet I have still not been given a refund, even though I must’ve emailed them half a dozen times. They’re trying to tell me, even though they’ve admitted that the item is faulty, that their system is unable to tprefund me and would I accept a credit note. I’ve told them I do not want a credit note.and that I would like a refund. Still no refund has appeared. I’ve chased it up again last week and they just don’t reply. There is no telephone number to call so you’re relying purely on email. I am very disappointed in this company as I have bought from them before but I won’t Bevagain
Jon Richard’s if you’re reading this you are breaking the law by not giving me a refund. You’ve also had the item back for over six weeks so you have the goods and my money, I’d appreciate a resolution asap.
15 September 2025
Unprompted review
Reply from Jon Richard
We’re very sorry for the frustration and delay you experienced. While our team initially offered a refund in line with our policy once the item was returned, there was an unexpected system issue which delayed the transaction being completed. This was communicated and our team did resolve this on the system, we sincerely apologise for the inconvenience caused.
We’re pleased to confirm that this matter was fully resolved and a refund was since processed.
To clarify, we do not operate a customer service telephone line. Our support is provided via email only, which allows us to keep written records of all cases and resolve matters as efficiently as possible.
We appreciate your patience while this was investigated and resolved, and we’re sorry that your experience did not reflect the standard of service we aim to provide.
Very unreliable company
Missing jewellery (bracelet) in an order made via John Lewis. To be fair JL are trying to address this but it appears that Jon Richard are not engaging with their efforts (several email and phone calls) to find out what has happened. Over a week later and still no resolution and now I am told I need to wait yet another week. In short they take your money and send you nothing! I would caution against buying anything from them, even through reputable third party agents.
9 September 2025
Unprompted review
Reply from Jon Richard
We’re very sorry to hear about the frustration caused regarding your order. Please be assured that this matter has since been fully resolved.
As a third-party supplier, orders placed via John Lewis are managed in partnership with their systems, and our team works closely with them to investigate and resolve any issues. While on rare occasions this may take longer than we would like, our priority is always to ensure that missing or incorrect items are addressed as quickly as possible.
We appreciate your patience while this was resolved and thank you for bringing it to our attention, as feedback like yours helps us improve our service.
Beware this company
Beware this company. Ordered a bracelet and when it arrived the box was empty…just a cardboard box and empty polythene bag. I have paid £20+ for thin air.
29 August 2025
Unprompted review
Reply from Jon Richard
We’re pleased to confirm that this matter was resolved directly with our courier and customer.
We take claims of this nature extremely seriously. Our warehouse team carefully pick and pack orders throughout the day, and parcels are not dispatched without the items being scanned and processed. We do not send empty boxes.
Once orders leave our warehouse, they are handled by third-party delivery providers, as we do not deliver parcels ourselves. On rare occasions, issues can occur in transit, and when this happens we work quickly to investigate and resolve the matter.
We’re glad we were able to reach a resolution and appreciate the opportunity to address this.
Quick delivery, amazing customer service!
Excellent service! I ordered some items for my wedding very last minute. Due to my own error, the wrong address was somehow added. I was really panicking as there was no direct contact number for the company. I sent an email, and recieved an automated reply. I was convinced that my order would be sent to the wrong address. But, minutes later I recieved a personal email saying that the team had managed to change the despatch label before the parcel went. I was so grateful!
I recieved my order yesterday and the items are beautiful. Thank you Saff and the rest of the team. Outstanding customer service!
29 August 2025
Unprompted review
Reply from Jon Richard
Thank you so much for your wonderful review!
We’re thrilled we could help update your delivery in time and that your order arrived safely for your special day. It’s always our priority to provide prompt, personal support, even when we only operate via email, and we’re delighted that the team could make things stress-free.
We hope you enjoyed your order and hope you had a truly memorable wedding day!
Great customer service
Great customer service! Had accidentally added the wrong address and CS managed to get it changed straight away. Really appreciated it!
1 September 2025
Unprompted review
Terrible customer service
Terrible customer service. Half an item sent and then over 2 weeks for a poorly written jumble of a reply from ‘customer service’. Won’t shop with them online again.
3 August 2025
Unprompted review
Reply from Jon Richard
We’re sorry to hear that you were unhappy with your experience.
This matter has since been reviewed and resolved. While our warehouse processes are designed to prevent packing errors, on rare occasions mistakes can occur, and when brought to our attention we work to correct them as quickly as possible.
During busy periods, response times may be slightly longer, and we kindly ask customers to allow 2–5 working days for a reply. All enquiries are responded to in the order they are received.
We appreciate your feedback and are sorry that your experience did not reflect the standard of service we aim to provide.
Cheap, nasty tat and terrible customer service
I bought a chain and pendant. I’ve had it 4 days and the pendant turned a dark grey/black. I then sent an email with a picture attached almost a week ago and they haven’t even bothered to reply. So only thing I can do is a charge back.
In response to their reply over SIX MONTHS later … please tell me how it was resolved because I’d love to know ? No it wasn’t resolved… I ended up throwing it in the bin because I never heard from you!
1 August 2025
Unprompted review
Reply from Jon Richard
We’re very sorry to hear about the experience described, as this is not the standard we aim to provide. All of our jewellery is subject to quality control checks, and any concerns raised are taken seriously and investigated accordingly.
Regarding response times, we kindly ask customers to allow 2–5 working days for a reply, particularly during busy periods, as enquiries are handled in the order they are received.
We’re glad we were able to reach a resolution and appreciate the opportunity to address this matter.
We’re pleased to confirm that this matter was since resolved directly.
Today I received my clover bracelet and…
Today I received my clover bracelet and necklace. It is so perfect I have no words to express. I read the reviews and I was so skeptical and afraid if my money goes to a waste but I was just overthinking. I love Jon richards all collections and their customer service is also improving, I’m saying this bcoz by mistake I ordered my items on a previous address and I emailed them to change my address and within 2 days it was done and the 4 day I got my package. I am so happy. Give it a chance 👍🏻
1 August 2025
Unprompted review
Customer services at Jon Richards is an…
Customer services at Jon Richards is an absolute shambles. Received the incorrect item and don’t seem to be getting any joy with getting a replacement. Not really sure how this company is trading!
18 July 2025
Unprompted review
Great jewellery from a UK company
Recently ordered 2 pairs of earrings from Jon Richard. One pearl/gold and the other gold teardrop shape. Both really stylish and comfortable - I have received several compliments when wearing them. One earring had a slight flaw in its finish, so I contacted Jon Richard with a photo and they replaced the pair very quickly. Their customer service team is very responsive and efficient. It’s so nice to deal with real people, in the UK! I would highly recommend their products and will definitely be buying from them again.
19 June 2025
Unprompted review
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