Ernest Jones - Cambridge Reviews 

Purchased a ring and within 2 weeks a stone fell out, took it back and told ring would have to be sent away!! Had to repeat myself that the law states a replacement or refund also qualify s, staff need retraining

We purchased a ring in September and within just a few months it had already lost two emeralds. This was extremely disappointing, especially as the ring is worn normally and with care. My wife is a stay-at-home mum and does not do anything excessive or physically demanding that would reasonably cause damage. She also wears two other rings daily that have been absolutely fine for years.

When we returned the ring, we were told it had “bent” and that this caused the stones to fall out. We strongly disagree with this assessment. 9ct yellow gold is commonly used for everyday rings because of its durability, so the idea that normal daily wear would cause structural failure doesn’t sit right. If minor movement was enough to dislodge stones, that suggests an issue with the setting rather than how it was worn.

What has been most frustrating is the immediate implication that this was customer damage rather than a potential manufacturing fault. Losing two stones in such a short time does not reflect the quality or durability we expected when making the purchase.

We are still hoping for a fair resolution, but so far the experience has left us disappointed and concerned about the overall quality and aftercare support.

This five star review is for Lilia at the Grand Arcade branch who was super helpful adjusting a watch strap for me, despite it being post Christmas sales rush.

So helpful so friendly
made my day Customer service plus i asked where bracelets were i got a guided tour i left VERY VERY happy

Poor experience. In store, the way a senior member of staff was talking to fellow employees in front of customers was rude and belittling. We ordered a ring into store and paid the deposit. Since placing that order, we changed our minds and notified the team that we wouldn’t be proceeding further with the purchase. We were told as per policy that we wouldn’t be able to receive the deposit back unless we came into store and was forcefully told over the phone that ‘you WILL attend the appointment that has been booked’ - alternatively (after contacting HR) were told if you didn’t attend then the amount would be refunded after 30 days automatically. It has now been 70 days and we haven’t received the money. Appalling service.

Everyone at the Cambridge store has always gone above and beyond for their customers. I’ve never had a bad experience with who was on the shop floor. I had recently bought some earrings from them and Grace in particular was so patient and kind to my mum who was helping me out.

I bought a plain white gold chain to display a diamond pendent. I bought it from the Cambridge store in December and by January it had broken. I took it back expecting it to be exchanged or mended and was most disappointed to be told it had been sent away and it would cost me £49 to be repaired. The staff member was absolutely not interested in helping me. I will never ever buy from this brand again.

Incredible experience, Yma is amazing. My edwardian ring was sent off on the 14th September, it needed lots of work and resizing, i was very anxious due to its age. It came back earlier than expected (29th September) and it is is perfect, beautiful, all fixed, and resized. Yma was friendly, passionate about jewellery and generally made the experience a really calm one

My experience on this occasion regarding a watch battery / advice / servicing has been terrible. My Tag Heuer watch was taken to Ernest jones for a £80 battery change on Feb 21st it was collected the following month and returned again in May due to the battery slowing down. It was retuned to store , it took until July for me to be told it needed servicing to which I complained as the watch was serviced twice before free of charge by Tag due to there being a fault so I was unsurprised when this issue arised again, however this fault lies with Tag, what I am disappointed in with Ernest is the way they are dealing with the issue, following a lengthy conversation with the Cambridge team in July they said the watch would be sent to tag for investigation , it’s taken until august 21st to be contacted again and that’s not by tag directly that’s by a intermediate team to just be told yet again the watch needs a service , as far as I’m concerned that’s a complete waste of a month and now 6 months on from a battery change I’m still no further on.

Charlie from Cambridge was so helpful and knowledgeable. I had lost my wedding ring and needed a replacement, yet haven’t visited a jewellers in over 10 years. I didn’t really know what to expect but Charlie went over and above to help me decide, try on and explain the different ranges and although it was a very busy branch I felt that I had 100% of her attention and time. She’s an absolute asset to your Cambridge shop and I’d highly recommend

Went in for a resizing and had the worst experience. The manager has appalling customer service skills, was rude and dismissive.
First and last time shopping there! They genuinely don’t care about their customers at all.

In July 2022, I purchased a unique watch from the Ernest Jones store in Cambridge. Initially, I was thrilled with the purchase. However, several months later, I noticed a key feature malfunctioning. Due to owning other watches, I decided to wait for a convenient time to get it serviced.After researching the issue online (suspected battery problem), I brought the watch to the Cambridge store in [Month, Year]. Assuming a simple battery change, I was surprised to learn it would require a warranty service taking 3 weeks. My details were collected, and a confirmation text arrived.However, a second text soon followed, extending the wait time to 6 weeks. Today, after calling for an update, I was informed of a "warranty issue" by Ernest Jones. This entire process has been frustrating and time-consuming, not only for me but also for Tissot Watches. Never ever buy item from your business again .. planning to do other reviews just watch out .....i tried customer services,
who just as unhelpful so I'm done with your company please just respond to email and act on my request thank you

Such a good experience today at Ernest Jones Cambridge. Ronan was extremely helpful and nothing was too much trouble. Very friendly and knowledgable staff who made us feel really welcome. Offered tea and coffee which was lovely, and purchased a couple of watches which we are really thrilled with. Thanks to Ronan and the team we will return....Good job guys!

I recently made a purchase at the Cambridge store and was served by Ronan, he was absolutely fantastic, very knowledgeable and customer service was second to none. Thanks Ronan!

My husband got my engagement ring in Cambridge Ernest Jones and after 2 years diamond fell ! Not fit for purpose in my opinion! I went to the shop and the lady said sorry claw is broken and it will cost the same price of the ring to repair it! Poor service I’m really disappointed and upset by this . Rings from Ernest jones aren’t that great .

Great experience from knowledgeable and helpful staff. Riya was personable, warm and patient; she showed us a range of rings, and we ended up getting one she recommended!

I recently purchased an engagement ring from Ernest Jones, I was served by a lovely lady called Millet. She was amazing at helping me find the right ring with little information, as I didn’t really know what I was looking for. Her customer service was great and she was really friendly. She definitely made my experience for such a big occasion a lot easier for me.

Thanks again Millet

Excellent customer service from Richard regarding a battery replacement for my Boss watch. Thank you.

Honestly such amazing customer service.

My fiance ordered an engagement ring from online and based the size on what I had been measured at by another store. As it turned out the ring was the wrong size by 2 sizes, but the ring had been owned by us for just 6 months at this point (just out of the warranty).

We took it to our local store (Cambridge) and Richard was so amazing in handling our issue. Within 10 minutes he has measured me up and given me the correct size, organised a ring exchange so the correct size could be sent out to us and helped us to arrange insurance on the ring to protect us should anything happen.

I was extremely pleased by they way everything was handled and the ring looks beautiful and feels like an excellent quality ring. I will 100% be returning to that store to buy our wedding rings.