Ernest Jones - Bristol Cribbs Reviews 

Purchased a wedding ring February 2025. Noticed one little diamond had fallen out, so took it back to Cribbs. The young girl who served me was very helpful and explained they would have to send it away to be checked to see if it was a manufacturing fault or accidental damage. Had a phonecall today to say it was accidental damage, of course it was! And it would cost £139.00 to repair. The ring only cost £275. I've never had this happen to any other rings I've purchased over the years from other jewellers. Very disappointed!

My wife and I were asked by our insurers to provide them with an updated valuation of two watches and an engagement ring.

Having spent time on the internet and after numerous phone calls, we decided to trust the shop at Cribbs to do the necessary valuation. The price for this valuation was very good compared to others.

This morning we picked up the items and met again a charming lady called Sarah, who dealt with the issue, both booking in and on collection.

We were kept in the loop all the way through the process, both with emails and phone calls. Many thanks to this company for a very acceptable price, and an extremely thorough report.

Credit to Sarah at Cribbs what a lovely lady, she is a blessing to this company.

Many thanks

Bob and Jules

Today I came in your Cribbs Causeway shop and was subjected to an excellent retail experience by Lana. She was very polite and knowledgeable. I purchased a Citizen watch after some excellent customer service left extremely happy.

Avoid buying a watch online !! Bought my partner a watch for Christmas, when the watch was delivered the box was all smashed up, the security tab had been ripped. I opened the contents of the watch and this had already been opened and pulled about. Paid extra for the gift box option which was all damaged and scratched on arrival. After reporting this issue and sending multiple pictures I have still not heard anything. disgusting customer service. Avoid at all cost!!!

Whilst the staff and customer service levels are excellent and very helpful, I'm so disappointed to report that my new (replacement) diamond halo ring has had a small diamond fall out of it after approximately 3 weeks of wear. When this happened to the first diamond halo ring i purchased of another design, and after a similar timescale oddly enough, I decided to choose a different style with my refunded money, but yet again, the same thing has happened. So I'll be going back to store for another refund. Very disappointed as both rings were beautiful but the quality has failed.

After Yeovil closed went to Bristol for valuation.
The valuation came back stating ring was white gold when it was sold to me by Ernest Jones as platinum and came with certificate.
Staff then tried telling me it was a typo.
Either way the store nor their customer services would help.
Waste of time and money.
Useless valuation.
Poor service in store and Elaine at customer services said nothing they can do.
So in future I will shop elsewhere.
3 Leo rings and 7 Gucci watches amongst items purchased previously.
Took my Christmas custom elsewhere.
Truly shocking.
Ernest Jones response below is a joke.
Of course I remain unhappy with such poor service.

Went into store in Cribbs Causeway today - helped by Rex who gave lots of advice but was not pushy at all. Went away to think about and look in other stores but decided the ring that had been tried on was the one for us. Went back to store and Rex was not available so decided to order online. Very easy process and the 20% off was a pleasant surprise

The best jewellery ever I love everything in the shop and online. And I even managed to get my engagement ring back after I lost it thanks to the wonderful staff

Phadra assisted me in Cribbs Causeway shop, very knowledgeable and professional. Thank you so much for making my experience brilliant in buying my Watch

More dreadful than words can express. As for Trustpilot, I don't even want to give this lot a single star, they simply are not that good, so why is there not a "no star award" option? I don't have the patience to set out the full sorry saga but in sum, a Alpina watch was brought in within a year for a battery replacement, meaning it had to be sent to Switzerland (obviously), and when I chased after 3 months, the watch had disappeared. Shocking lies, shocking communication, full refund agreed and over 2 weeks later, still not received. So poor, I'm exhausted.

Funny, after posting a review I get a quick, softly toned public reply that includes an invitation to contact EJ. I have emailed customer services with full details, lets see what they say shall we? Watch this space ...

Update: EJ tell me my refund has been paud, on 8 August no less, Paypal however confirm it has not been paid. What next is anyones guess, I will update this review but in the meantime buy from Ernest Jones at your peril.

Update 24/8: contact from resolutions team, polite and apologetic. No option but to apologise having checked the chronology of events. Offered a sum in compensation, accepted, but at 6.46pm, still no confirmation of my refund from Paypal which EJ confirmed in a call this afternoon has been cleared/approved. Keep watching this space ...

Update 26/8: still no refund ....

Update 30/8: refund received. So, dreadful service, dreadful communication and took a dreadful 4 months to resolve. However, it is now resolved and I have learned my lessons the most important of which is to avoid Ernest Jones like your life depended on it.

Update 14/9: still no sign of the compensation agreed, not surprising I suppose .....

Update 17/9: compensation cheque received today. So, months later tbe matter is resolved. Would I buy from or use Ernest Jones again, ever? Not if my life depended on it. The biggest irony is that that watch, subject of all tbe angst was lovely, just dont one from EJ.

Brought a wedding ring, diamond fell out after 8 months, quoted 50% of ring cost to repair. Very rude in store.

During a recent visit I was served by Leah who had great product knowledge of the watches I was looking at and she was also very helpful. Nothing was too much trouble, my wife and I will return for future purchases.

I ordered a chain from them it didn't arrive telephoned customer services to find it wasn't coming and was offered a refund or part refund and a chain they are still advertising it but had an e-mail from customers services to stay it was not available can't wait for the refund so i can get from a decent company

Hi there

I recently purchased a tag heuer aquaracer watch from your cribbs causeway Bristol branch, which when purchased I had a brilliant experience.

Since purchasing I have worn the watch once very briefly, but other than that it has remained in its box.

Yesterday on the 14th November 2021 I decided I was going to wear the watch for the day and noticed that the date hadn't been moving although it was still reading the time. With it being a new watch I decided to drive into your store and have it looked at. On arrival I passed the watch to a member of your team who I believe was named Victoria, who then proceeded to work on the watch for 5-10 minutes whilst I watched over my children.

It's worth noting that when dropped off to you the watch was in its box and not being worn by myself. Once she had finished she returned the watch to me and i wore it out of the store, had some lunch and returned home.

Once I got home and sat down with my husband he almost immediately noticed three scratches on the bracelet and up the side of the main casing.

Having barely worn the watch and knowing it's condition and how well it has been looked after I immediately returned to your store which is a 30 minute trip each way.

On arrival I explained the situation to a member of staff who then handed the watch to Victoria I then said I wasn't directly blaming her but the facts were that the watch was handed over in perfect condition and then subsequently returned in what appears to be a damaged condition.

She then took the watch and checked it over immediately saying it wasn't her and that there's nothing she could do. I love the watch and want to keep it but i was simply asking if the scratches could be polished out and if not then it would need to be replaced or refunded, she then said they could repair the watch but I will have to pay. I then asked her to check the CCTV to find out exactly how the watch had been treated.

At this point I was rather aggressively told to leave, she slammed the lid on the watch Box and shoved it towards me telling me to leave or she will call Security, repeating this twice. As I was leaving she also bizarrely told me to go and try to sell my watch somewhere else as they are not taking it, which I just really couldn't understand.

I am Thai not English and my husband has written this complaint for me but as you can appreciate this remark was rather confusing as all I had asked for was the damage to be repaired as this is my preferred option as i live the watch and want to keep it.

After such a great initial experience purchasing the watch to then be made to feel like a criminal was quite upsetting.

Off the back of my visit I went straight to an independent local jeweler who inspected the watch and says the scratches are deep enough to the point where it looks like someone has scratched it with a tool, possibly whilst trying to release the crown?

I understand how these things can happen and watches can be easily scratched but as you would see if you inspected the watch, there are absolutely no signs of fair wear and tear on the watch except for three deep scratches which logically just makes no sense.

The very least I would of expected was some kind of compromise but there was no acceptance of even the possibility of an accident on her behalf and then on the top of that i was threatened to leave or Security would be called.

Anything you can do to help me would be hugely appreciated.

Kind regards

Kittiya Oxenham

Travelled 25miles to the store in Cribbs Causeway Bristol to get my Omega Seamaster watch serviced, eight days later received a message to call them, I was told that unless I spent another £360.00 on a new strap / bracelet they would not service the watch, as there was nothing wrong with the bracelet I declined the offer as I didn't want to pay a total of £800.00 to have my watch serviced, a week later it was returned to the shop and when I picked it up the bracelet had been tampered with and was in pieces so I had to wait while someone repaired it then make another 25mile trip home.
To sum up, the customer service was abysmal and it cost me £30.00 in fuel and also wasted my time.
I will never use this firm again.

Assistant willing to give their time and be helpful.

The staff were very professional, helpful and smiley. I felt valued and my item was packaged up beautifully.

Very happy with the overall purchase, customer service, item was delivered quickly and update on order timely.

Quick and efficient service. Everything was explained.