Ernest Jones Reviews 

Yesterday I went in to Ernest jones at the Trafford centre looking for an engagement ring. I was greeted by a lady called Christa
Within 10 minutes chrisa had given me chance to look at rings and asked if I wanted to try some on.
This lady was so amazing, she is a credit to your company. Unfortunately I didn’t find the right ring for me, I had already fallen in love with one at another shop.
Chrisa explained how Ernest Jones’s make rings as well and you can pick everything. This is a great option for people who have a vision of what they want a ring to look like but haven’t seen one. I’d seen the exact one I wanted somewhere else, I told Christa this, she took all my contact details and said I’ll call you in a few weeks to see if you have ordered it (I have very tiny fingers so any ring I picked would have to be made especially for me) Christa rang me when she was on her break, she had found the ring I had seen on the internet and rang to find out how much it would be to have it made through them, it was a lot cheaper, but I had already made my choice and ordered.
Christa really did her best and gets 10/10 for customer service, my head was already made up though, and I didn’t want to take a risk having a ring made that I couldn’t guarantee would be exactly the same as what I’d seen.

Wouldn't let me pay in full with my bank card, so I had to pay with clearpay.

A good shopping experience on the website.

Took 3 watches in for repair to the Chester branch ,after paying my deposit a day later I was informed my Sector watch could not be repaired due to lack of parts. When I picked up the watch it was not in the condition that it was left with them. The clasp was loose when I took it in , which was noted. On pick up it was totally detached on both sides. No attempt had been made by Ernest Jones to rectify the extra damage. Watch was handed back to me with an attitude of this is not our problem but mine as it’s repaired off site. Unprofessional customer service on the day and a shop not to be trusted with your valuables.

Disappointed that there is a limit of two gift cards you can add to an order. Apart from this, the order process was ok and pricing was reasonable.

My husband bought me an eternity ring in November 25 and a diamond fell out two weeks ago. I took it to the store to be told the ring may not be replaced or fixed under warranty which I thought was odd as the ring was perfect apart from a missing diamond and I had a receipt . Today I had a call to say it’s worn where the diamond was held in and will not be repaired under warranty. How on earth does a six month old diamond ring get worn in that short time period. The shop advised I call customer service to register a complaint as the ring was in perfect condition just missing a diamond and this is often the response with items returned under warranty. I’m now waiting on a case review . I’m utterly appalled with the service here they wanted £360 to fix the ring at my cost even though it’s under warranty. If they don’t honour the repair I will be getting it repaired and checked at another jewellers as I can’t trust these cow boys now. I’m so upset with the poor service received I will never buy from this company again and I will advise others to do the same. I will update on this platform with the outcome in a few days .

23/7/26 Update so Ernest jones are refusing to repair under warranty even though I have a receipt and are now saying the ring has suffered accidental but cannot offer proof of this happening despite me sharing my email address multiple times. It’s all extremely underhand and very unfair. The answers on here saying to contact them is just to make the business look like they care when they don’t. Please anyone reading this do not spend money with this company they took my money sold me a faulty ring and now will not accept responsibility.

I am extremely disappointed with both the quality of my jewellery and the level of customer service I have received.
In 2023, I purchased a diamond necklace for my wedding at a cost of £1,000. As it is both valuable and holds great sentimental value, I do not wear it every day. I have always taken care of it and only wear it on special occasions.
Recently, the hook attaching the diamond pendant snapped. Thankfully, I was sitting down when the pendant fell off, otherwise it could easily have been lost.
I returned the necklace to the store, and it was sent away for inspection and repair. However, I received no communication or updates throughout the process and had to contact the store myself to find out what was happening. I was then informed that the damage was not considered a manufacturing fault and that I would be charged £134 for the repair.
I find this completely unacceptable. A £1,000 diamond necklace that is only just over two years old, has been worn infrequently, and has been carefully looked after should not fail in this way. I do not believe it is reasonable to expect a customer to pay for a repair under these circumstances.
To make matters worse, after agreeing to pay for the repair, I have once again received no communication regarding the progress or return of my necklace.
Overall, I am extremely disappointed by both the poor quality of the jewellery and the lack of customer service. I expected far better from a company selling premium jewellery, and this experience has left me with very little confidence in your products or aftercare. I would appreciate this matter being reviewed and for the repair charge to be reconsidered.

Terrible contact with suport. Looks like answears from bots without help to resolve problem.

After a lot of complications my issue was resolved immediately and perfectly would just like to thank and give a great praise to belinda in Liverpool one shop she handled my situation with care and kindness thank you very much

YOU PROVIDED US WITH A 10% CODE SAYING THAT ORDERS TODAY ARE 10% OFF, YET THE SYSTEM REFUSED TO GIVE US THE 10% OFF.

Love the jewellery at Ernest Jones, great pieces and really affordable

UPDATE – Complaint resolved

Following further escalation of my complaint, Ernest Jones eventually offered me an exchange for my original ring.

I visited the Truro store and have now chosen a replacement ring, deciding to upgrade to a different ring that I absolutely love.

I particularly want to mention Kayleigh, the Store Manager at Truro, who was very helpful throughout the exchange and took the time to help me find the right replacement. The team in Truro were also lovely, and the whole exchange process in store was straightforward and positive.

I am really pleased with my new ring and relieved that the matter has now been resolved.

I am keeping my original review below because it remains an honest account of my experience and the difficulties I encountered before reaching this resolution. It did take persistence and escalation to get to this point, and I think it’s important that my review reflects both parts of the experience.

I appreciate Ernest Jones ultimately resolving my complaint, and I’m very happy with the service I received from the Truro store.

Original Review

I am beyond disappointed with my experience at Ernest Jones and never imagined I would be writing a review like this.

My husband spent £2,200 on a platinum diamond ring for me in September 2025. For a purchase of that value, I expected exceptional quality, craftsmanship and customer service.

The ring was resized by Ernest Jones in November 2025. Within a few months, a diamond fell out. Ernest Jones repaired it free of charge, which initially gave me confidence that the issue had been resolved.

Just one month later, another diamond fell out.

I was absolutely shocked. A £2,200 platinum diamond ring should not be losing diamonds, let alone twice within such a short period of time.

What has upset me most is Ernest Jones’ response. Rather than acknowledging my concerns or considering that there may be an underlying issue with the ring or the previous repair, I was told that I had caused the damage and would need to pay £130 for the repair.

I have repeatedly asked Ernest Jones to explain what evidence they have relied upon to conclude that this was accidental damage rather than a fault with the ring. I have also requested a copy of the workshop report and any photographs used to reach that conclusion, but these have not been provided.

As a customer, I feel completely let down. I have worn this ring during normal day-to-day activities and simply cannot understand how a ring of this quality and value could lose two diamonds in such a short space of time, only for me to then be held responsible.

While researching my options, I was concerned to find other customers describing similar experiences involving stones falling out of rings. Reading those reviews has only reinforced my decision to continue pursuing my complaint.

At this stage, I have completely lost confidence in both the ring and Ernest Jones’ handling of my complaint. I will continue to pursue the matter through the appropriate channels until it is resolved.

I would strongly encourage anyone considering a significant jewellery purchase to research customer experiences carefully before making a decision. Do not buy anything from Ernest Jones!

Said item would be delivered within two days but after I purchased it this was extended to 6 days! No use to me if it arrives this late and I would not have purchased if I was given accurate information

Good range of jewellery, different styles and wide price ranges. However, the website is very poor to use on an iPhone and I nearly didn’t bother ordering. There’s an issue reloading items you’ve searched for after you taken a look at a particular product - it will only bring up an handful of the items, and pressing ‘load more’ doesn’t work. Very frustrating. I haven’t received the items yet, so this is a website review.
Also, measurements aren’t very detailed on the website. Eg I ordered a necklace with a little heart on and I couldn’t tell how big the heart was, nor was it pictured on a model to give me some idea.
Hopefully my items will earn 5 stars!

Got me to sign up for 10 percent discount then when i put the code in it said the product was not eligible!
DUPED !!!

Excellent selection and easy checkout process

Easy to use website ordering was very easy and had what I wanted