Ernest Jones - Brighton Reviews 

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

Bought a 9 stone diamond eternity ring from Ernest Jones Brighton 17 months ago. A diamond fell out on its own. It wasn't caught on clothing, knocked, or damaged in any way.

Took it into the store and before they'd even looked at the ring, I was told it was out of warranty so wouldn't be covered. I explained it sounded like a manufacturing fault, given the ring is barely over a year old and a stone has just dropped out under normal wear. The response was that anything after 12 months isn't covered, full stop.

This is misleading. Under the Consumer Rights Act 2015, goods must be of satisfactory quality and durable, and your statutory rights last up to 6 years in England and Wales (5 in Scotland). A 12-month retailer warranty does not override that.

For a ring at this price point, a diamond falling out under normal wear inside 18 months is not what any reasonable person would call durable.

I asked if it was normal for a diamond to fall out of a ring in under 18 months. They said yes, it does happen. That alone tells you everything about the quality being sold here.

They then offered to send it off for repair, but said I'd have to pay. When I asked them to actually assess whether it was a faulty product, they agreed but made it clear they were assuming it was accidental damage.

No inspection, no benefit of the doubt, just a default position that the customer is at fault. Looking at other reviews, this is clearly a pattern.
Shocking build quality and worse customer service.

I'm simply shocked by how unprofessional the staff at this store are. I purchased a ring online, but the terms stated that returns could only be processed in-store or by calling the Signet office, rather than the usual method. The manager had apparently never encountered such a procedure and didn't know how to handle it. They asked me to wait for a call and return the ring another time. No one called until the end of the week, so I called customer service to complain. Only a few days later did I learn that the store hadn't processed the return because there was a stain on the ring. I was shocked. No one from the store bothered to contact me to discuss this as the reason for the refusal. The store employees, covering up their incompetence and lack of customer service training, explained to the head office that the ring wasn't in good condition.
But I knew that wasn't true. The ring was too big for me, so after trying it on, I put it back in the box.
My husband is a watch repair enthusiast, and at my request, he inspected the ring himself with a powerful magnifying glass. He was also surprised by the salesperson's response, since the ring had no marks, scratches, or other imperfections. He went back to the store himself to return it, outraged by such unacceptable service. The return was processed.
So, please explain to me: salespeople at Ernst Jones Brighton —how dare you insult a customer while hiding your shortcomings in professional training?
Why didn't the store manager simply tell me she didn't know how to process a return? Why, instead of apologising and asking me to come back another time when more knowledgeable staff were available, did she find nothing better to do than accuse me behind my back of being a dishonest customer who brought in a defective item for return? I have no words to express my disappointment at the store employee's behaviour.
P.S. The return process took the manager about an hour. During this entire time, my husband, a gentleman in his mid-70s, had to stand in the store waiting. Not one of the store employees even thought to offer him a seat, let alone a glass of water. Appalling service

Received great service today, the staff are very welcoming and friendly.

I paid a deposit of £200 for a ring in December 2023, price of the ring at the time I wanted to purchase was £2000.

Ring was delivered to the store so I got a call from the store telling me I can come and pick it up, as I was on my way to the store which is approx 1 hour away from home I got a call saying that I cannot pick up the ring from the store instead they had to deliver it to my home address. I spoke to them and explained that I had to travel abroad the next day for family issues, and I asked them if it was possible to leave the ring in store until I came back from abroad if not I would have to cancel the purchase. They told me they were going to see what they could do, so 1 weeks later after I came back from abroad and not hearing anything back from them I gave them a call to see if I could still get the ring delivered but they told me they had cancelled the order as the price of ring had changed.

As a result of this they’ve told me I can purchase the ring again but the price of the ring now has gone up to £3500 and because of this I am taking legal action as there was a breach of contract.

Really bad experience and customer services (specially in the Brighton store).

Terrible customer service, absolutely not interested to help client. Had a humiliating experience in store, stuff was rude and not apologetic. Decided to cancel my order and have nothing to do with this store! Wrote to customer support a complaint, they promised store manager will be in touch and radio silence since. Would not recommend this company 100%, save your nerves and money!

Hello again ☺️ I meant to post this before but forgot!! I posted a review before that I thought I was not going to get my delivery the next day.. it turns out, as Ernest Jones said, that I did get the ring the next day. I think I misunderstood the information that Id read. I didn’t get my free gift (unless I misunderstood again) ANYWAY. I am love with this ring. Thank you.

Insufficient staff level to keep shop open during normal opening hours on the day I went shopping.

Even at sale price, the watch purchased was 40% more than the same model at the best internet on-line price, which is a bit heavy.

On the plus side, the sales staff were very helpful and happy to show me a few watches of interest, which ultimately allowed me to make a good choice.

Excellent customer service from Remi - very knowledgeable, friendly and professional.
Not pushy sales at all, felt at ease and comfortable whilst making my purchase.

Excellent customer service from as soon as entered the shop. Billy the salesman explained everything I needed to know about the item I wanted to purchase. Showed me the whole item and also trying on. Lovely smile, courteous and fully aware of all COVID care that needed to be taken/done. Felt completely safe.

Great products, lovely staff and amazing service overall. Would recommend

The Staff were excellent not at all pushy. We were purchasing a birthday present for myself they were happy to let us browse and we finally settled on a beautiful emerald ring. Always use Ernest Jones and would thoroughly recommended them .

Bought a G-Shock watch, The lad who served me was cheerful and helpful. Great service. Thank you 😁