Ernest Jones Reviews 

good prices and service love the delivery aspect

Excellent shopping experience

Just want to shout out for Andrew and Vanessa.
So friendly and helpful.
Left feeling a valued customer.

I bought a pair of earring no problem at all by debit card (these weren’t available on the finance scheme). So that was great! However another item I tried to purchase, a gold bracelet £450, I tried to pay by finance with a deposit but no matter how many times I attempted this with different cards to pay the deposit it would not work. Despite having a great credit score it kept coming back on the last page as error page not found! This was very disappointing and frustrating as the sale ends soon and I cannot get hold of anyone until tomorrow. Just hope I don’t miss out as it was going to be a surprise for my wife’s 60th birthday.

Bought a watch online ,Good value and easy process at checkout.

Poor communication and lack of transparency regarding the Price Match Promise

My experience with Ernest Jones regarding its Price Match Promise (Case Ref: 02805601) was very disappointing. My price match request was declined based on restrictions that the company later confirmed were not reflected on its website at the time I submitted my request.

Although Ernest Jones acknowledged that the policy information on its website was incomplete and stated that it would be updated, it refused to honour the price match.
I then sent a formal executive complaint, together with supporting evidence, to head office. Despite Royal Mail confirming delivery, I received no response.

I believe customers should be able to rely on the terms published at the time they make a request. In my experience, the lack of transparency and the absence of any response to my executive complaint fell below the standard of customer service I expected.

Daniel in the Middlesbrough store assisted me with a purchase on Saturday. He is a credit to your company. He was knowledgeable, friendly and helpful. Excellent customer service!

Simple and secure. I'm a repeat customer and have been buying from here for decades...I just noticed longer visit a physical store, out of convenience.

Great Boss watch with big reduction, easily purchased online using All4One gift card

Checkout was difficult to complete and neither of two codes I tried qualified against the item I was purchasing…which was very disappointing (I had a £50 off voucher for purchases over £150 (on selected items) I think the selected items must be a slim pool of nothing. Grateful to have been able to make my purchase after the fourth or fifth effort (using apple pay in the end) here’s hoping my account doesn’t get charged multiple times. I understand fraud is a thing but it shouldn’t be so difficult to one retrieve an offer and two to process a transaction as a genuine customer. Here’s to hoping the product doesn’t disappoint.

very easy to order

Excellent discount

Thanks, and it was an OK experience. The jewellery is a bit tight, but there are no stores nearby and out of the city. Will have to work out taking it to them to change or hopefully refund the items.

Could only get the payment to go through on PayPal. When paying by card it kept saying the session had expired even though I did it all instantly 😡

Easy to navigate website, straight forward transaction. Thank you

If I could rate 0 I would have
Ordered a ring as a special present
Took order on line and then next day I got response saying out of stock
I had email from company asking for my review when I did my review they emailed to say my review couldn’t be shown because didn’t meet criteria

I purchased a watch from the Ernest Jones York store on 24 April 2026. At the time of purchase, I was told it needed to be sent to the manufacturer for a replacement battery and that it would be returned to me within six weeks.

After waiting four weeks, I called the store for an update and was told the watch had arrived at the main depot and would be sent back to the store soon. I accepted that and continued to wait patiently.

When the six-week timeframe had passed, I called again and spoke to the store manager. He assured me he would look into it and call me back. That call never came. A week later, I contacted the store again, explained that I was still waiting for a callback, and was told the message would be passed on. Once again, nobody contacted me.

When I finally managed to speak to the manager again, he explained he had been involved in a car accident, which I completely understand and sympathise with. He told me he would do everything he could to get my watch back to me before an upcoming wedding and promised to call me the following day with an update. Once again, I never received that call.

When I contacted the store again, I was told the manager had been admitted to hospital and hadn't left any notes regarding my case. While I genuinely wish him well, I find it unacceptable that there appeared to be no handover and no one else took responsibility for keeping me informed.

I was then dealing with Pauline Smith in Head Office Customer Services, who told me she had sourced a replacement watch. Unfortunately, when it arrived, it was completely the wrong watch—not the one I had originally chosen and paid for. I contacted her requesting either the correct replacement or a refund, but once again I heard nothing until I chased it myself on 23 July 2026.

I eventually returned the incorrect watch to the York store and did receive a full refund, but only after nearly three months of constant chasing.

The refund does not change how frustrating this experience has been. I feel incredibly let down by the lack of communication and the repeated broken promises. I lost count of the number of times I was told someone would call me back, only for that call never to happen. Every update came because I took the time to chase it myself.

What should have been a straightforward purchase turned into months of stress, uncertainty and disappointment. At no point did I feel like my custom was valued or that anyone was taking ownership of resolving the issue. I shouldn't have had to spend almost three months repeatedly chasing a watch that was supposed to take six weeks.

I expected far better customer service from Ernest Jones, especially given its reputation. Unfortunately, this experience has completely undermined my confidence in the company. Although I eventually received a refund, the time, effort and frustration involved were simply not acceptable, and I cannot recommend Ernest Jones based on my experience.

Ordered earrings online on the 29th June 2026. Wrong earrings were sent. Returned to local branch 11th of July 2026. Branch ordered the correct earrings with a delivery date of the 14th of July 2026. After complaints to customer services over the month of July. The earrings were delivered on the 22nd of July 2026 and they are the wrong ones again. I strongly advise to steer clear of Ernest Jones, their carrier DX and customer services are not helpful. This morning I called customer service and the gentleman at the other end could not hear me due to the rabble going on at his end, he struggled to make any sense then hung up on me.