Ernest Jones Reviews 

Your website didn't process my gift card and order couldn't be stopped even though item couldn't be despatched.
So I now have to return an order and reorder which is crazy customer service.

I acquired a pocket watch in store with a discount voucher and the one I selected I had a defective patina on the rear of it. They didn't have another one in store so they arranged to post me over a new one from head office. When it arrived, the box was clearly shop soiled and the watch that I'd been sent was the exact same one that I'd reviewed as defective in store. Effectively they appeared to have sent the defective one from the store back to head office and then head office sent it back out to me, and in a shop box which is absolutely unacceptable. What effectively been treated like a second class customer and my custom appears to have been seriously undervalued. this is not the sort of thing probably expect to see from a retailer of this calibre.
Update 21/5/26 - I went back into the store yesterday with my Watch and met with the branch manager who assured me that the piece I had been sent via post was definitely not the one that they originally had in store. The piece I had received via the post was apparently from another branch. Incredulously, however, it had the same defects which indicates that these timepieces all suffer from the exact same problem? I still find that hard to believe but that's what I've been reassured. The branch sent me away with my piece advising that they'd ordered two further pieces from two other branches and that they would call me back to the store a third time to review either in the hope that one of them at least would be in mint condition for me to take away. No level of compensation offered, no further discounts, I just have to keep going back and forth until I am satisfied with what they can offer me. I will call customer service who have just attempted to make contact via this medium and with report further with an update.

The experiance was good, but with 2 offers of 10% off your first order that did not work with my first order, and then when i click on the terms to see why, they displayed an empty box. So not a good promotion or website.

Ordered two items, received an email a week later saying one of the items wasn’t in stock anymore so had to cancel the order. The other item still hadn’t arrived after a month after several conversations with customer service telling me my order would still arrive. Now I’ve received an email to say the other item has been cancelled. Very poor communication and don’t understand why they let you buy items which then go out of stock. Disappointing.

Purchase a wedding ring in December 25 - It is not worn all the time by any means and has been extremally well looked after. The ring lost a diamond from the cluster in April. Returned to shop as it was still under warranty.
We have been told 3 prongs which hold the ring have been moved and residue under where the stone was found. To repair it, will be at our cost. A similar story to others looking at the reviews. This ring has been sold and is not fit for purpose. It has been well looked after and not damaged by us. The EJ have told us it our fault but proved no evidence we have damaged it rather than it not being robust enough to be a ring. Hugely disappointed and will not be purchasing or recommending to others to use EJ.

Just a easy website to use and multiple items that are cheap with good reviews

When I looked at this specific item a pop up offering me 10% off came up but when I applied the code it stated it was invalid. I feel this is false advertising and very misleading. Why add the pop up to sale items if that's the reason it's been refused. The email I received said absolutely nothing about it only being valid on full priced items.

Great site, great service

Try to entice you to sign up with a discount code that then doesn't work. Item wasn't in the sale. Disappointing and misleading.

Appalling online customer service.
Ordered a designer watch online for my sons 18th birthday, day before it was due to be delivered, I phoned to chase up order as I hadn’t received tracking information.

Was advised then that order couldn’t be fulfilled as it was out of stock. They didnt even have the common decency to let me know. Disgraceful. Now no watch for my son’s 18th birthday.

Would have gave nil stars if I had the option. Never ever ever order here.

All fab! Though discount code wasn’t applicable which is always disappointing

Excellent website, easy to use, clear instructions and good prices . Always good service and expect my watch tomorrow. Always use ernest jones for watches as aftercare service is amazing

Easy to navigate and use.

Was in Braehead store, Kyle was absolutely fantastic with us. An issue was rectified very promptly. Staff in this store are so friendly and helpful. Any time I want jewellery or watch will be back to this store

Easy to order online

Expediency

Easy website .. beautiful products