Ernest Jones - Gateshead Reviews 

I recently purchased a new watch the customer service was excellent especially from Kash as he was very calm and clear with his service will be back can thoroughly recommend

Fantastic service today… we popped in to look at wedding rings and were met by the nicest member of staff you could ask for.. we were shown a few rings and invited to take a seat while we talked about the different ones.. having been a store manager in retail for around 15 years I can honestly say if every member of my staff conducted our sale today as well as Alexander did I would have an easy job! There was no rush or hint at closing the sale immediately (unlike Beaverbrooks). We didn’t spend a lot but I don’t think it mattered if we spent £600 or £6000 we were treat the same… amazing service will be back! Lee and Jen

Bought a Tissot watch 26 Jan and yesterday the watch stopped working. Took the watch to Gateshead branch to be told it’ll need a new battery - after only 6 months! I was told we’ve probably had it a while before you bought it. The watch has to be returned to Tissot for a new battery and the expected return date is 8 November! Absolutely appalled to have a watch for a little over 6 months to then have wait 3 months for a battery. Stay well clear of both Ernest Jones and Tissot.

Ernest Jones Gateshead MetroCentre.

Excellent service, came away very happy. We bought a Raymond Weil watch for my birthday and we were served by Alexandra (Alex) was great, helpfull, knew about the watches and give great advice, this made it easy to buy from that shop

I’m absolutely blown away by the incompetence of this company , and more disgusted with the level of customer service which I’ve been given. Bunch of careless sales people who are incapable of getting a job done, and who have lied over the phone and to my face persistently. Manager Julie, assistant Matt and sales advisor Khash all proceeded to tell lies about my watch which was in for a repair job 3 times….

After purchasing a gucci watch along with an “insurance plan” unfortunately I had to claim.

After the watch being fixed for the 1st time and handed back to me, there was damage still to the watch under the glass, get this…. which wasn’t even there in the first place (thankfully they themselves have pictures so I’m hoping an investigation internally will take place)
So here I am collecting the watch a second time, might I add, after 2 months of 0 contact from the store to let me know my watch was ready to collect, *I had to call them off my own back and ask them for an update*, to which I got the reply “oh I’m sorry, your watch has been here for 4 weeks, has no body told you?” 🤯

0 effort to call, email or text to let me know my watch was ready. (Yes all my contact details were correct and up to date)

So here I am returning to the store the 2nd time. To a watch which had damage repaired, and more new damage added, AGAIN!!!!
(At this point it’s hard to keep track so bare with me)

After complaining a second time and being overly disappointed so far, I trusted their word, (bad of me to trust a salesman I know) but when a watch of £1000 value is on the line I had no reason to think they’d not get it sorted.

So off they sent it to “gucci”… who knows if that’s true.

So I receive a call to let me know it’s ready for collection again and it’s “flawless”, “it’s been fully checked over and there isn’t anything wrong with it”

The third time arriving to get it and can you guess? Not fixed properly… AGAIN.

Debris underneath the glass which they took photos of and apologised for. Apologies mean a lot when you run your own business full time and waste 30 minutes travelling THERE and BACK in a car I pay fuel for. So an hour a trip….

After it being sent back for the 4th time, I’m left in the dark once again and months later find my self calling them to ask the same question, “is their an update on my watch?”

It’s here in store, has no body contacted you? At this point I am absolutely blown away by the lack of salesmen ship and basic customer service. Embarrassing.

But it gets worse…. Just when you think it couldn’t. Damage to a brand new bezel they fitted the previous time I sent it back, Along with the same debris underneath the face from the previous time….

At this point I’m questioning whether it was even sent back to them.

Their solution “we will give you £100 cheque as compensation, use it to go to a jeweller which is able to fix it properly for you”

At this point I am absolutely furious!!

After paying for an insurance policy for 2 years through them, their solution is to use £100 “compensation” to fix the watch at a Jeweller who actually knows what they’re doing.

So not only have I made 4 trips in total (8 journeys in total 30 minutes there 30 minutes back) not to count the minutes wasted calling them and being put on hold asking for an update I am now left with a watch which is damaged and with debris beneath the glass.

As for the lies, before I made my last and final trip there. Matt and Julie both ensured me 2 staff members have reviewed the watch and promised it was up to original condition. When I got to the store for the final time, Khash who brought the watch out to me, tried to argue that “the marks were probably there before it got sent off” and said “how do you know they weren’t there in the first place”

Stunned to this level of cheekiness,

I replied “that isn’t possible, because your colleague showed me the pictures before it got sent away and I recall exactly what was wrong with it”
After calling him out for bull****ing to my face, he then began to argue that he wasn’t and changed the subject to telling me the best place I could get the watch fixed was a place called watch repair centre. *Mental that I’m paying monthly for an insurance policy with Ernest Jones which covers me for any damage, cleans, polishes etc* and I’m being told to use £100 “compensation” to get it fixed elsewhere.

Total lack of empathy for the time and money I’ve wasted and just an overall rude uncaring attitude to someone who not only would have gave them return business and recommended them, I am now going out of my way to ensure no one else has to face the same situation I have.

So furious that I’m left with a watch which isn’t as promised and is still damaged. I will be taking this to head office and hopefully someone with an understanding of how to treat a customer can help me out.

Avoid Ernest jones at all costs. Not worth the hassle.

Thank you Hannah for showing me the beautiful Tag Heuer watch when I was looking at similar watches. I am so very happy with it. You were also very friendly informative patient and made us feel at ease. The other two gentlemen were also very helpful too. Great teamwork.

My fiance and I went looking for a wedding ring for me. Hannah could not have been more helpful and patient with me and offered good advice. She helped me choose the right ring for me. Great service!

An opal and diamond pendent bought December 27th 2021 so 14 months old. The opal now looks like a piece of chewing gum. It is disgusting.
I have opals far older than that in perfect condition Ernest Jones then say they can repair it charging me £300. The cheek of it.
First time I’ve bought anything there and the last.
My pendant will be repaired by a decent jeweller

We went in to buy our wedding rings and someone sat us down and said there will be someone to serve us in 5 minutes. 20 minutes later we’re still sat there and other staff members start to serve other people. The shop wasn’t even busy either. We’re in our early 20’s and feel like we got looked over as we look young. It’s a shame as we were willing to spend quite a lot of money in their shop today.

Tried to buy an item in store but it was unavailable for months. Asked staff about alternatives but staff did not offer alternative. Subsequently checked online and found a good alternative (even in the right size), cannot understand why store staff were unable to offer this. Got the alternative in a few days.

We shopped at the Metro centre store to buy our wedding bands. Sarah was so helpful and we bought our dream bands. She made the whole experience a pleasure. Well worth a visit.

The lady dealing with me was patient, attentive and very knowlegable about the watch i was looking at. I was made to feel very at ease even when i dithered on the purchase for a while. She did a great job for your company so thanks again

Made my visit easy, safe and staff were well breifed

The service we received was fantastic. Would recommend to everyone.

As always I received the best service on yet another return visit.
It's the only place to buy that special gift, even if it was for myself!

Very happy and I always shop that the store is have bought many items from the store

The young lady that served us was very helpful and attentive this was in Ernest Jones in the Metro centre Gateshead

The whole experience from being met at the door, through to the actual purchase was a master class in customer service. The salesperson was briliant,very attentive but not pushy.

A five star experience.