Ernest Jones - West Midlands Reviews 34

Would give 0 stars if possible.
I sent my engagement ring in to be cleaned - two days before the scheduled collection I received a phone call saying a sapphire was missing. When I handed the ring over, there were no stones missing (which has since been confirmed by shop assistant - at the time that they took in the ring everything was intact.)

Three weeks later they still have my ring. There has been no proper update from the workshop and the level of communication has been disgusting. I have had to chase repeatedly and still have no clear answers about what has happened or when I will get my ring back.

This is an engagement ring with enormous sentimental value that simply cannot be replaced, and yet it feels like this has been treated with very little care or urgency. What should have been a simple clean has turned into a stressful and ongoing situation.

The lack of accountability and the complete failure to communicate with a customer over something so important is extremely concerning. I now face a long process just to have my own ring repaired and returned.

I would strongly advise others to avoid using this service. Based on my experience, I will be taking this matter further.

Today my daughter went into the merry hill shop and was looking at wedding rings. After looking and trying on a few. The person who served her basically suggested she lose some weight. This is not acceptable, i suggest you put your staff on training and also adbise them against these remarks. What an awful staff basis you have.

My wife bought me a watch for my birthday and i bought my wife a watch for Christmas, both from Ernest Jones. When i opened my watch it was not working!! And my wifes watch needed resizing. So we returned to the store on 30th Dec at the store in Merry Hill Shopping Centre, West Midlands. The standard of post purchase service was shocking. We didnt receive any sort of apology for selling a £500 watch that wasnt working! And we were asked to wait for my wifes £300 watch to be resized whilst the staff went on their lunch break!! We were so disappointed by the service i ended up asking for a full refund on my watch and my wife had to insist on not leaving the shop until her watch was resized! The while experience with Ernest Jones was shocking and we will not be returning for any future purchases, and i am left without a birthday gift. Thank you for nothing Ernest Jones and i would not recommend this store to anyone!! Spend your money in a better store.

Fuming with the older sales lady today - told my 3 year old to be quite when I was just about to purchase a ring for £2.5k

Absolutely disgusting service

The lady who was helping me was mortified and so was the younger staff members

I hope management sees this review and reminds the older sales rep of her customer service skills

I’ve been a frequent shopper at Ernest Jones over the years where I’ve had good experiences so don’t want to be too tough but I’m rather annoyed today with service and lack of basic customer understanding in the Merry Hill store.

I went to the store 6 weeks ago and ordered a lovely brown Rado on ‘Rado Day’ (I already have 3 Rado watches so do love them), I paid £1k deposit and was told it wouldn’t take too long as there was the one I wanted in country. I got an email after a few days to say it actually wasn’t, fair enough I thought, and was told it would take little longer. I replied and asked for a rough eta - I was ignored so I sent another a week or two later which was ignored again. After 5 weeks I called up to see if there was any idea on an eta, but no update. I was told would be Friday but nothing so after 6 weeks of waiting with little or no updates. I had had enough so went for a refund. Not a problem in getting the money returned, but it felt like it didn’t matter to anyone. I did put the £1k on my credit card that I’ve paid a bit of interest on now but that’s on me I guess.

Sadly the experience has taken the shine off Ernest Jones. I will probably get another Rado in the future but my heads been turned now, and with Christmas around the corner my new girlfriend might get another brand 😊

We had the most amazing service at your Merry Hill store by Sonia . Her expertise shone through, she’d been there 20 years . My daughter went to look at an engagement ring and a gorgeous sapphire and diamond ring was brought . Thank you Sonia cause we hadn’t had a great experience in other stores

I have been using Earnest Jones for 20+ years.
The last time was the last time.

It’s not the £232.00 quote to replace a TISSOT II battery.
(£69 @ the watch repair specialist online, £79 at Timpsons, resealed and postage included), no.
It’s the arrogance of their staff! It was like being served by Mrs Slocome!

The assistant (once she’d realised we were in the store) was just contemptuous towards my partner and myself.

She clearly felt a scruffy-looking (I was) person like myself could REALLY afford luxury goods.

With reluctance, she dragged herself away from her Ferrero Rocher stash and opened the computer to get my quote.
£232.00.
To change the battery.
I explained I wanted a battery changed, not a new watch (new- about £500? Second-hand, maybe £150?).

“Well, that’s the price”
I was told.

So I flashed the watch I was wearing. Casually. ‘Accidentally’!
Gucci. Worth a damn sight more than my work-day TISSOT!
She looks up at my wrist, I think it was the first time she actually did look at me!
Oh… now the attitude change!
£3,500 worth of watch apparently gets you a Knighthood!
Suddenly, I’m a ‘Sir’

Too late, Earnest Jones.
Contempt is contempt.
Just because I didn’t ‘look’ like I can afford it, doesn’t mean I have to be treated like that.

So… goodbye Earnest Jones.
Not only will you not see my TISSOT, you’ll never see my Gucci, either!

I don’t do second chances.
It’s why I can afford luxury watches! ✊😅😅😎

Once again we received excellent customer service . Kai delivered 5star service , listening to us and making recommendations. Thank you

Firstly Thanks a lot Ann for always being so supportive and helpful to me and my family. I have used Ernest Jones Merry Hill many times and sadly had some bad experiences with some staff at this branch before however that has all changed - Just because of one person and that is "ANN - The Manager".

On Sunday and previously while dealing with Ann I have received the best shopping experience. She always patiently listens to my needs and always tried her best to look after me and my family. She is so professional and friendly and gave me such care and attention.

Ann made me feel special and she is an asset to your company and I would recommend her to anyone looking to by a bridal set or a special gift or branded watches. ANN YOU ARE THE BEST AS ALWAYS!!!

very unprofessional and unhelpful staff should open their eyes when giving customers their items i’ve been given the wrong warranty card for my watch and now they say it doesn’t come with a warranty card & its not very important it’s all registered online bla bla.. but these watches always do come with a physical warranty card and they mixed up my card with another watch and now making excuses like we been very busy on Christmas so we might gave your card to someone else its mixed up but don’t worry its register online ?? don’t worry ?? i have paid for this watch so i should not be treated like this and you should give me my warranty card for my watch that belongs to me because i paid for it. 0 stars if their was an option, careful when purchasing anything from these guys always check everything yourself to make sure because they wont.

I just wanted to say the service from the store manager , Annmarie at Merry Hill was excellent. She was very welcoming , helped me locate my gift and even went the extra mile to wrap my purchase. She is an asset to the store and I will be back in the near future. Thanks for a great service.

I went to the Brierley Hill shop to ask if my rings could be cleaned. They were done straightaway. we were dealt with by Suzanne and were extremely impressed with the way she looked after us. It couldn't have been better if we had been purchasing an expensive item of jewellery. They would certainly be my first port of call for future purchases. Thankyou Suzanne.

This used to be a good place to shop… please dont be fooled!

Tried to order a product and it was the worst experience ever, i gave up in the end. About a month or so later i gave them another chance and placed an order for a product in store (stupidly i paid for it before they had it delivered to the store). I received a text when the item was in store (merry hill) and that i could collect it that day. I go up after work while the shop should be open and its closed. No notification of early closing, nothing. Wasted my time and fuel, and after the previous service I just was fuming.
Send an email to customer servicing asking for it to be delivered or refunded. About a week later they replied, standard apology asking if they should send it to me. I confirmed this and its been another week and no reponse.

They have had my money for over 3 weeks and havent given me a product. The money may mean nothing to them, but as an individual i cannot go without it, i need one or the other. This is the last time I will ever be shopping here.

Update dated 12th February 2023: After I left my review on Trustpilot (see below for original review), they have now put this issue right. I now have a replacement ring for my eternity ring, which although isn't as nice as my original one, is a nice ring. And they are repairing the break in my engagement ring. I'll update it once I have the engagement ring back. See below for my original review, for which I gave one star for.

We took in my bridal rings to be resized at the Merry Hill branch IN 2012 - an engagement, wedding and an eternity ring. When we went to pick them up after they had been in the workshop, the rings had been stretched rather than any gold being added in, meaning the shanks were REALLY thin in places.The workshop had them back to attempt to put this right - the wedding ring, after more than one attempt, had to be replaced as it was too badly damaged during the repair process. However, this was not the same as my original, which had been made on the jewellery quarter.
The engagement and eternity, after more than one visit to the workshop, looked okay I suppose, bearing in mind that we're not jewellers, so did not have a professional opinion. The whole process was very painful and just wanted the rings to be the same as when they went in to them. Despite making these mistakes with the repairs to my rings, they still charged me for all three repairs (£47.00 for each one, which was quite something!
Fast forward ten years, and the eternity ring has lost a diamond, and the engagement ring has COMPLETELY SNAPPED. I contacted Customer Services via email, sending them pictures of the damage and informing them that I feel that the integrity of both the engagement and eternity rings was compromised when the multiple mistakes were made when they were resized - why else would the diamond fall out out of my eternity ring:- we got it from them too, so they cannot complain it was poor quality. My engagement ring upon looking at it is so thin in parts, that it was inevitable that it would break.
When I noticed that these problems had occurred, happened, ie the diamond came out , and the ring snapped, I contacted them, because I felt that they would take responsibility for these mistakes, and the resulting damage, despite this being seven years later - after all we expect our wedding rings to last a lifetime, not just seven years.
However, Ernest Jones REFUSE to take responsibility, in that they will not help me. They said that it has been too long since the repairs took place, and the time passed is not a reasonable length of time. I did contact them in 2020, however, I was rushed in to hospital to have open heart surgery; I only had a few months left to live, and needed surgery. This meant thatI had to cancel my appointment with the branch manager at the time. They have now offered me 20% off the repairs. I mean WHY would I trust them to repair these, when they ruined them in the first place? I am so upset that they have done this to my rings, I can't wear them now. They were meant to be for life. I trusted Ernest Jones as they are a large, well known company, however, they have absolutely ruined my set and will not help me to put it right. I simply WOULD NOT RECOMMEND this jewellers to anyone any more.
Please avoid at all costs - especially their jewellery alterations / repair service. Their guarantee isn't worth the paper it's written on. You think you are covered in the event of defects or inferior repairs. The damage ultimately happened because the resizing made the rings weaker, which I would never, as a lay person have known when the repairs took place. Now they say that it has been too long since the repairs took place and are quoting consumer law. I wish I had had a crystal ball to see into the future - I did believe that in the event of any problem resulting as a matter of the repairs, that they would ensure that my rings would last a lifetime.
AVOID ERNEST JONES IF YOU WANT A PIECE OF WEDDING JEWELLERY TO LAST A LIFETIME AS IT SHOULD. According to them, six years is more than enough. I'm so upset, I just cannot wear my set now. I'm now stuck with broken rings with missing diamonds instead of an engagement, wedding and eternity ring. That hurts.

They don't even deserve one star. Took my Tissot watch
to be sent back to the manufacturer for a replacement battery as the previous one hadn't lasted the two years that Tissot guarantee. Ernest Jones said their batteries are only guaranteed for one year. After checking with Tissot I was told they do guarantee repairs and replacement batteries for two years. Spoke to Ernest Jones customer services and they agreed to send me an egift card to the value of the first battery. I then took my watch into the store for the watch to be returned to Tissot for the replacement battery. After almost a month I had a text from a Company called Signet who apparently belong to Ernest Jones. They told me the watch workings were damaged and would cost £123 to repair. I spoke to Tissot who said the watch hadn't been sent to them and must be in the Signet workshop. I then requested my watch be returned. Upon return I forwarded it myself to Tissot and have now received a email from Tissot saying the battery is not the one belonging to this movement and that the crystal is scratched. As Ernest Jones and Signet are the only people who have had this watch, they must have caused the damage. It is now over 6 weeks since this sorry story began. I will never use Ernest Jones again.

Thank you to EJ Merryhill. The manager Annemarie and her team were professional and helpful. We were making a special purchase for my daughters 21st birthday. Annemarie was able to get us the watch we had been trying to desperately to get hold of and it turned out it was the last one in the entire country. Thank you Merryhill.

I visited the Merry Hill branch, the manager was extremely rude her name was Suzy, I even had to send a formal complaint as she was refusing to issue a refund appropriately which is kind of violating my statues rights, I decided to accept defeat and ended up keeping I items I didn't want, it was extremely dissapointing considering I spent 1000s of pounds at Ernest Jones, but now at least I know to go and look at other retailers since Ernest Jones is nor worth the hype, to be honest this is the 2nd incident I had to complain about to Ernest Jones as their staff seem to be okay with being rude as well as giving tones to people.
The most dissapointing was the manager as you would expect someone with authority to know better however Suzy from Merry Hill Branch was rude and very problematic, despite all my efforts my refund was refused.

Thank You

This is the second time of purchasing from Ernest Jones at Merry Hill Dudley.
The staff are friendly helpful and always polite

Service was ok but the lady who took the links out took all of the links out the one side so now my watch doesn't sit right as the catch is now more on one side

Really helpful & knowledgeable lady .went through everything with me. Very proffecial I shall return when I am buying anything else.