Ernest Jones Reviews 

UPDATE – Complaint resolved

Following further escalation of my complaint, Ernest Jones eventually offered me an exchange for my original ring.

I visited the Truro store and have now chosen a replacement ring, deciding to upgrade to a different ring that I absolutely love.

I particularly want to mention Kayleigh, the Store Manager at Truro, who was very helpful throughout the exchange and took the time to help me find the right replacement. The team in Truro were also lovely, and the whole exchange process in store was straightforward and positive.

I am really pleased with my new ring and relieved that the matter has now been resolved.

I am keeping my original review below because it remains an honest account of my experience and the difficulties I encountered before reaching this resolution. It did take persistence and escalation to get to this point, and I think it’s important that my review reflects both parts of the experience.

I appreciate Ernest Jones ultimately resolving my complaint, and I’m very happy with the service I received from the Truro store.

Original Review

I am beyond disappointed with my experience at Ernest Jones and never imagined I would be writing a review like this.

My husband spent £2,200 on a platinum diamond ring for me in September 2025. For a purchase of that value, I expected exceptional quality, craftsmanship and customer service.

The ring was resized by Ernest Jones in November 2025. Within a few months, a diamond fell out. Ernest Jones repaired it free of charge, which initially gave me confidence that the issue had been resolved.

Just one month later, another diamond fell out.

I was absolutely shocked. A £2,200 platinum diamond ring should not be losing diamonds, let alone twice within such a short period of time.

What has upset me most is Ernest Jones’ response. Rather than acknowledging my concerns or considering that there may be an underlying issue with the ring or the previous repair, I was told that I had caused the damage and would need to pay £130 for the repair.

I have repeatedly asked Ernest Jones to explain what evidence they have relied upon to conclude that this was accidental damage rather than a fault with the ring. I have also requested a copy of the workshop report and any photographs used to reach that conclusion, but these have not been provided.

As a customer, I feel completely let down. I have worn this ring during normal day-to-day activities and simply cannot understand how a ring of this quality and value could lose two diamonds in such a short space of time, only for me to then be held responsible.

While researching my options, I was concerned to find other customers describing similar experiences involving stones falling out of rings. Reading those reviews has only reinforced my decision to continue pursuing my complaint.

At this stage, I have completely lost confidence in both the ring and Ernest Jones’ handling of my complaint. I will continue to pursue the matter through the appropriate channels until it is resolved.

I would strongly encourage anyone considering a significant jewellery purchase to research customer experiences carefully before making a decision. Do not buy anything from Ernest Jones!

Said item would be delivered within two days but after I purchased it this was extended to 6 days! No use to me if it arrives this late and I would not have purchased if I was given accurate information

Good range of jewellery, different styles and wide price ranges. However, the website is very poor to use on an iPhone and I nearly didn’t bother ordering. There’s an issue reloading items you’ve searched for after you taken a look at a particular product - it will only bring up an handful of the items, and pressing ‘load more’ doesn’t work. Very frustrating. I haven’t received the items yet, so this is a website review.
Also, measurements aren’t very detailed on the website. Eg I ordered a necklace with a little heart on and I couldn’t tell how big the heart was, nor was it pictured on a model to give me some idea.
Hopefully my items will earn 5 stars!

Got me to sign up for 10 percent discount then when i put the code in it said the product was not eligible!
DUPED !!!

Excellent selection and easy checkout process

Easy to use website ordering was very easy and had what I wanted

Went into store last Thursday and purchased 2 rings, they have to be delivered, we asked for next day, one ring came but not the other, they have been purchased as a set. When we called the store to say only one had been delivered, we got told that they were coming from 2 different places, not sure why that makes a difference as it was next day. Any way still waiting on the Monday for the other ring, nothing no tracking, spoke to customer service and apparently we might get it tomorrow, the whole point of requesting next day is because we were at home. If we had known this was going to happen we would not of bought from this jewellers.

I’ve bought quite a few pieces from Ernest Jones over the last few years.
Always found the team in my local store (Telford) to be super helpful and knowledgable.
Prices are also very competitive.

Quality, price and excellent service keep me coming back

Thank you EJ

Absolutely disgraceful. My partner bought me a flat engagement ring 2018. Only worn for special occasion. Lost a diamond from ring took it back. Was charged £460 for replacement. Worn 3 times since then. Realised another diamond is missing. This is supposed to be wedding ring worn every day. No way am I paying for another replacement. Don’t anybody buy there ring from Ernest jones

Followed up. So on speaking to earnest jones in Trafford centre was told my ring would be sent of to service team to be looked at. Lovely manager in shop looked at my ring with magnifying glass. Verified there was no damage apart from stone missing. Looked like the same stone that was replaced last time. Sent off to be assessed. 2 weeks later got report back that there looks like damage near missing stone therefore they won’t fix it even though its still under its repair warranty. I said well there wasn’t any damage on ring when it left shop. Ur manager verified no damage. Was told by earnest jones can’t go against service department decision. So there not fixing it without my paying another fee. Please don’t buy any wedding engagement ring from these people. Only interested in taking your money. Absolutely disgusting service
Please please avoid

Sonia and Alice were fantastic 🥰
We visited your Brighton store at Churchill place and what fantastic service and customer care from both Sonia and Alice.
We choose my engagement ring which is stunning, my size not in store, ordered and will be delivered in 3 days💍
We were given so much time to choose the correct ring, did not feel pressured or rushed into making a purchase.
Thank you to Sonia and Alice for making our engagement so extra special.
Ernest Jones you should be so proud to have two very dedicated and caring members on your team
Eileen and Scott xx

After a disappointing start to picking my wedding ring which was cancelled after no contact from the store for a week
I visited the store in Livingston today who assisted in getting me my wedding ring 💍
The two staff were very friendly and helpful and managed to get me another ring from the Dunfermline store and managed to get my dream ring back on order again fingers crossed it arrives this time
Went into store today disappointed but left a happy customer
The staff went above and beyond to get my issue resolved with excellent customer care
Thanks guys

the website offered me a promotion to sign up for marketing for 10% discount. then the promo code i was supplied couldnt be used with the item i was purchasing. very annoying

I was in Ernest Jones today they ordered a Watch for me and phoned to stay it had arrived. The staff at Burnley were excellent polite had plenty of experience. Nothing was two much trouble for them I also insured the Watch as well.they took some l links out for me. A very happy Customer would buy from Ernest Jones again.

Ease of purchase

My wife bought me a gold necklace from them as an anniversary gift at the end of December. The necklace is less than 6 months old and whilst trying to remove it a couple of nights ago (using the clasp and being extremely gentle with this I might add) the chain basically came apart in my hands. For a £350 necklace to snap this easily is not right so I decided to pop into the Oxford Street store whilst I was in London and discuss this with them to see what can be done.

I was greeted by one of the staff and started explaining the issue to them when another member of staff (little miss know it all) chipped in and said "did you take out additional protection on the necklace because if you didn't then we will not be able to do anything with this". She then started explaining to me that there is no form of soldering used in the manufacture of this item as it is purely machine made and that they can't fix it. I explained that it is quite poor for it to have broken this easily as it is quite a sturdy necklace. She took the necklace from me and said that you can clearly see it had been stretched which is why it broke. She then refused to even refer this to the repair centre and after me explaining that this just came apart in my hands during normal use she advised she can try and send it away to their repair centre but there is no point sending this away for repairs because they don't repair these and will not attempt repairs and it will take around 6 weeks for their repair centre to get in contact and tell me the same. Clearly just no people skills and don't know how to deal with customers.

GREAT CHOICE GREAT PRICES PLUS EASY TO USE WEBSITE.

personal approach

Found what I was looking for! Shame I didn’t qualify for 10% off

The online shopping experience was fine and speedy. However, the discount code would not display correctly on my phone or pc. I had to trawl through your terms and conditions to find a code that worked. What should have been a 5 minute transaction ended up taking nearly an hour!