Ernest Jones

I bought a Frederique Constant wristwatch that does not work as the battery went flat four times in 18 months. Each visit to sort this has resulted in the worst experience ever. I have raised a complaint after 7 visits to resolve this and this is the response I received from your Customer Resolutions Advisor, Linda Bradshaw,

Telling me new customers are treated differently, they get delivery service as part of the order and practically telling there is nothing wrong with a wristwatch that have undergone battery 3 battery changes.

I plan to post all our email exchanges by Tuesday if no resolution is reached. This is absolutely unbelievable.

SEE ONE OF HER EMAILS BELOW.

I am sorry that you are unable to visit the store.

The only other way we can do this is to refund the price that you paid on to a gift card and send to your e mail address.

Otherwise you will need to go into store to get this watch exchanged.

The courier service is for new purchases and not exchanges.

Once again this has to be done in store.

As there is nothing wrong with your watch we are exchanging as a gesture of goodwill above the full retail price.

The £175 g/c you mentioned is for new orders and this will not be included in this exchange.

Opt 1 Visit store for exchange

Opt 2 Refund order with a gift card

Opt 3 Return watch

These are the full and final options so if you can please advise and I will get sorted for you.

Regards

Customer Resolutions Advisor

Wedding rings!!

Absolutely the worst customer service iv ever come across...my husband and I ordered our le Vian wedding rings from here and what an absolute joke ..my husband still has no wedding ring which we ordered in April and got married in July ..we both ended wearing rings on loan for our actual wedding and as I say my husband still hasn't got one ... absolutely everything went wrong with it that could possibly go wrong ..it's totally and utterly ruined the magic of our wedding rings ...will NEVER purchase from Ernest Jones again ! EVER!

Date of experience: 21 October 2023

If you fancy giving thousands of pounds away and getting nothing in return then I would definitely recommend shopping here. We ordered my engagement ring three months ago and are still waiting for it. I have been into store several times to chase - they have finally tried to contact the supplier but can’t even get through to them. So we are currently paying finance for something that may not even be being made. Who knows if I will even have an engagement ring by the time our wedding day rolls round!!

Don’t shop here. 0 stars.

They never ever answer the phone. I’ve been trying to call them for 2 days now because I don’t have any news about my order for an expensive watch. I’d like to know if it’s going to arrive in the next 2 days before I leave the country for Christmas holidays otherwise I’d rather pick it up in store. I’ve been calling and waiting for 20mims on the phone, I tried this for 2 days at different time of day and they never answer. They put you on hold until you eventually hang up and pay for the call. When I went to the store they were not helpful at all and told me I had to call the same number. Now I don’t know if I will ever get this expensive watch on time.... very very poor customer service

Looking for a (2016) Christmas Present for my other half, I decided to buy a Raymond Weil Tango 5391-SPS-00995 (watch). Living on the Isle of Skye, I looked online and found one at the Ernest Jones Store in my nearest City, Inverness. The Website for this Company was offering 15% off, the Store was offering 10% off. I persuaded them to increase the discount. I travelled through the next day, 122 miles each direction and bought the watch. I wrapped the present and gave it to my other half. It was under the Christmas Tree for a few days before being opened on Christmas Day. On opening it, the 'Second hand' seemed to behaving erratically. On closer inspection and after some online research and after talking to Raymond Weil, it was discovered that the Timepiece battery was dead or at least critically low in power. I telephoned Ernest Jones as soon as the Customer Service was available and told them. They told me that since I live on the Isle of Skye, they wouldn't be able to collect the watch as it would need to be insured and there were no major courier companies that come anywhere near me. They did tell me that if I sent it to the store and it got lost, I'd be responsible for it, not them. I decided that I would drive it back through the following day, when I told the Customer Service Representative, he told me that Ernest Jones would cover my Costs of approximately £50.00. This was partly because my other half's Christmas was marred by this. I travelled the 122 mile back through to Inverness to return the watch, they hadn't even been informed by Customer Services about the issue. I never received anything to cover any costs of another 240+ miles round trip, worse still, once at the Inverness Store, to return the watch I had to go online to find transcript of my dealings with Ernest Jones Customer Services to be able to return the watch.

This firm simply cannot be trusted. I paid the charge online for next day delivery, which was accepted, as this was a 21st birthday present. It didn't come - all I had was an email stating that they couldn't access the property and therefore didn't leave a card. This is a lie. There is no reason why they would have been unable to access this normal house - they are bare faced liars trying to cover the fact that they didn't try to deliver. A disgrace. I'll never use these liars again.

Ernest Jones and their Premier Service Centre are not to be trusted, as they tried to trick me with a number of chicky tricks. I needed a new battery for my watch and they said it would take 6 weeks to get my watch back. They tried to sell me a full service costing £350 and when I refused they tried to sell me a watch about same price, which I also refused. After leaving my watch with them to get just the new battery fitted, they called me after one week saying that there was a problem with my watch and it needed a full service and that it would simply not work with a new battery, as they tested it and it didn't work. After waiting for 6 weeks and no further call from them, I called them back and asked for my watch back and my money back and went to another service provider, who did change the battery in one week (instead of 6) for a quarter of the price and the watch is working perfectly now with its new battery. Ernest Jones is simply not to be trusted and I am shocked to see a brand like Baume & Mercier associated with such merchants.

Absolute worst company i have ever had the displeasure to deal with. Customer services lie to you to get you off the phone. Absolute disgrace of a company. Avoid at absollute all costs.

I took my Omega Constellation to the Ernest Jones in Kingston upn Thames to get its battery replaced. I knew it needed replacing because the second hand was skipping 4 secs at a time - a feature rather than a bug. The shop _insisted_ that they wouldn't touch it unless it went in for a full service - +£500.

I took it to a repair shop in Battersea this morning who replaced the battery for just £5. It works perfectly.

Ernest Jones are running a repair racket. They engage in daylight robbery.

The tale of a ring...

My partner bought me a lovely platinum and diamond band ring costing £1000 as a birthday present and as a good luck wish for my battle with breast cancer in 2007.

2 years later I was in having all the round diamonds reset as they were all loose. No worries I thought. And then it started.

In 2011 a diamond fell out and I spent £150 putting one diamond back in and all tightened again. In 2013 the same thing happened and another £150 cost to repair. In October 2015 I spent £286 AGAIN replacing a lost diamond and having the ring "re shaped" ! And now..... The same thing has happened again. I took the ring back in as it was within the year of the repair and insured? I was told that the ring looked fine but they needed to see if it was the same diamond ...

I was phoned to say the repair would cost ... You guessed it .... £286 ! Are you kidding me !!! Apparently the ring was sent off with the note on it that it was misshapen?!? - I think not! And therefore I was LIABLE for the repair ?!?!

Are Ernest Jones playing a game here ? the ring was discontinued - prob because all the stones keep falling out and here is a definite design fault.

Awful customer service down in Torquay yesterday and surly managers questioning us

I am a teacher and do not go about smashing my ring all over the place - 5 repairs in 9 years

Absolutely overpriced rubbish quality if this is the case