Ernest Jones - Gateshead Reviews 48

I purchased a le vian ring from store last year. Please be aware this ring is now £1200 more expensive sitting at £2250, this I believe is to make you pay for the free gift worth £1000 they are offering I will upload my receipt as proof of my purchase. I went to purchase a second ring yesterday at £1350 more fool me. This online states free gift. Once you have decided you love the item which
You have been searching for weeks, add it to kart you then discover actually there is no free gift as you have to spend £1500 to qualify! But
You can buy the free gift for £1000 if you want I mean come on! This is misleading advertising. I want customers to be very careful and aware of this company. Online also offers 10% discount code however the store completed the online order for me and I didn’t get this either! Rang complaint department and their reasoning was the price of gold and diamonds goes up however they can’t explain why my matching le vian neckless with the same gold and stones has not risen in price ! Do you research before you purchase. We get ripped off enough these days without being ripped off when treating ourselves. I wanted a watch and other items to but I think I’ll do without ! The in store colleague agreed with me
that their advertising is misleading! I have already rang complaints and sent email evidence and still waiting for a returned call. So your automated robotic reply is of no use to me.

Ashleigh Assistant Manager is rude, has an appalling approach to resolving complaints. My issue is been picked up by a customer services employee (over the phone) which has been very helpful, kind and very respectful towards my situation. A case has been risen for me. I'm dealing with someone else for an issue that happened at Gateshead Store due to the lack of respect from staff. I will be writing soon and explained what has happened and how everything has been dealt! The worse thing is having to deal with unprofessional staff who don't have te correct attitude not even to acknoledge the situation in a respectful manner.

We visited the Metro Centre Branch to choose our Wedding Rings, we were greeted by George, who helped us, he was very knowledgeable and patient as I couldn't decide..
Great Service. Thank you 😊

I called into Ernest Jones to see if a bracelet could be repaired as the clasp had snapped, it was sent off on the Friday and available to collect on the Monday. I couldn’t be happier with the result, as well as being repaired it came back looking brand new! Kyle who did the repair has done a fantastic job and is a great asset to the company

Called in to the Gateshead metro centre. Was looking for a Mont Blanc Mens watch. The shop didn’t have what we wanted. A lovely lady was checking another store for us to see if they had any in. A guy called Jonny came over and told us he had different Mont Blanc watches in. Would we have a look. We ended up buying one. Jonny was very helpful, professional and very knowledgeable. My husband was really pleased with the watch.
Very helpful and friendly staff. Would definitely recommend.
Thanks.

I had my white gold engagement ring dipped and resized in March 2025 as I was getting married in April and didn’t want it to look shabby next to my wedding ring, it cost me £160 for both services, that was with a £30 discount, my engagement ring is now yellow and tarnished and looks awful, I took it back to the shop and was told sorry we don’t guarantee dipping, I said yes but it is only a few months and it cost a lot of money, she was not helpful at all and I left the shop feeling like I had been robbed !!

After recently choosing my gold wedding ring, I had the joy of returning to pick out a special watch for my soon-to-be husband — and that’s when we met Jonny.

From the moment we walked in, he made what was already a special experience feel unforgettable. Jonny didn’t just help us find a watch — he brought the story of it to life. He talked us through the technical detail, the history, and the meaning behind each design, helping us appreciate what makes a piece truly timeless.

We asked a thousand questions (probably more), and not once did he lose enthusiasm. He was patient, passionate, and genuinely kind throughout — always making us feel like this was as important to him as it was to us.

In fact, we enjoyed the experience so much that we even returned to buy a watch for me too! And I wouldn’t be surprised if my fiancé’s dad comes back to treat himself — Jonny shared a few watch facts that even he didn’t know, and that’s saying something.

The watch we chose will mark a huge moment in our lives — and Jonny played a big part in that. He is an absolute credit to your team, and we’ll always remember the care and heart he put into helping us.

My Dad Spoke to Sara on the phone to order a necklace for my Mum, she reserved the necklace for him over the phone and when collecting necklace in store. She was very professional, efficient and helpful. Highly recommend.

I would agree with the 1* reviews on here, my experience has been similar, my fiancé bought my engagement ring here, he proposed in Mexico, when we got home the ring was too big, to be met with similar rude staff who said the ring was scratched and they couldn’t swap it, they eventually acknowledged the ring was in pristine condition and could be swapped after various attempts of getting us to spend more money.

We then foolishly believed the explanation of a change in staff and false promises about a better experience and bought my jewellery from them.

During this they advised to call early June to book my engagement ring in to be re plated on the hour service they offer, only to be greeted with really bad attitude and customer service on Friday and to be took due to unforeseen staffing issues they can’t offer the hour service or book my ring in for this service, when I asked what they suggest they couldn’t suggest anything, just call and hope for the best!

Not acceptable when you are spending large amounts of money on jewellery pieces of a lifetime, I am now without a ring for at least three weeks while they do a job they can do in an hour! I would avoid this branch like the plague

Looking for a watch for.my sons 18th birthday, Ashleigh was very helpful we purchased a watch ly son liked, had a link removed while we waited, explained how to look after it. Fantastic customer service, we would definitely return. Thank you

Fantastic Metro, Gateshead store experience. I was greated with courtesy and zero hassel. Left to browse and when I needed assistance it was there. Jonny was exceptional in his passion and enthusiasm showing me the selection of pre-owned watches. Answering all my questions and going out of his way to make me at ease. Thank you for one of the most enjoyable shopping experiences. An asset to the store and business. 5 stars : )

If I could give zero stars I would. This review is for the metro centre branch!
After having my wedding ring for only 22 months a diamond fell out of it. I returned it to the store and they said it would be repaired free of charge! I have receipt and documentation printed to confirm this.
After waiting 3 weeks and no way of communicating ( mailbox is always full when ringing store) they have said I need to pay an amount that is 60% the value of the ring. To replace only one stone! I find this ridiculous, not only to have to replace a stone after 22 month, but also that fact they expect me to pay that amount! Absolutely disgraceful after care service.

I have had my eye on a specific Gucci watch for a while and saw it online at a much lower price. I called Ernest Jones and spoke to a friendly lady named Helen. She went and checked with Management and told me they would price match it with the UK website I’d seen it on. I knew the Gateshead store don’t stock Gucci anymore and that it would need to be ordered in, so went straight in to order it. When I got there, I was dealt with by the Assistant Manager, I straight away felt like I was being an inconvenience. There were no other customers in their large store, and 3 staff sitting in sight. She sat me down and said she needed to make a call. I was left there for over 20 minutes, with no communication. She came back, still on the phone and said she “needed to know if she had to put it through as luxury aisle,” I said I didn’t know what that meant and she said “I do” and walked off again. Eventually, she came back and sat down and told me that the store she needed to get it from wouldn’t let me have it for that price and then quoted me £155 more! I told her I’d go across the road to another well known Jewellers, who were happy to do it (and at this point, I’d already decided to do so, as the Customer service was diabolical) and she apologised. It was a wholly unprofessional experience and was a huge contrast from where I ended up buying it. I was sat down, offered a drink, everything explained to me step by step and made to feel valued as a customer. I had been promised this watch at a certain price, to backtrack just wasn’t acceptable at all. I’m very pleased I bought elsewhere, as I can only imagine how poor the after sales would be following this interaction.

Well I wouldn't say the service is great. Ordered a ring for our anniversary from the metro centre store paid extra for next day delivery ring didn't turn up after we spent a day off in the house waiting!!!! Phoned the shop to be told sorry about that we will refund you the delivery just come back to the shop. As we live 25 mins from the metrocentre it would have cost me more in fuel to get there. We used this jewellers for both our wedding rings my wife's eternity ring and now another ring. Unfortunately the can't cancel it now and we would have to go back into the shop. You have lost a loyal customer over £5 shame on yous!!!!!

Thank you to Cara for helping me choose a ring for my girlfriend’s 21st birthday present. Her knowledge was fantastic. Wonderful customer service. Felt at ease looking at the rings and no pressure unlike some shops. Thank you.

We had a brilliant experience at Ernest Jones metro centre, Gateshead. Mainly with Matt who went above and beyond to help us with a resizing and ensuring my engagement ring was perfect. Highly recommend. Hope the comments get passed on to Matt and his boss as he really made us feel we got an excellent customer experience.

The sales advisor Khash at Ernest Jones metrocentre was amazing. I went to purchase my wedding ring and couldn’t decide between two rings. He was so patient, knowledgeable and friendly I will be telling all my friends and family to ask for him when purchasing jewellery in future. Great customer service

I recently purchased a new watch the customer service was excellent especially from Kash as he was very calm and clear with his service will be back can thoroughly recommend

Fantastic service today… we popped in to look at wedding rings and were met by the nicest member of staff you could ask for.. we were shown a few rings and invited to take a seat while we talked about the different ones.. having been a store manager in retail for around 15 years I can honestly say if every member of my staff conducted our sale today as well as Alexander did I would have an easy job! There was no rush or hint at closing the sale immediately (unlike Beaverbrooks). We didn’t spend a lot but I don’t think it mattered if we spent £600 or £6000 we were treat the same… amazing service will be back! Lee and Jen

Bought a Tissot watch 26 Jan and yesterday the watch stopped working. Took the watch to Gateshead branch to be told it’ll need a new battery - after only 6 months! I was told we’ve probably had it a while before you bought it. The watch has to be returned to Tissot for a new battery and the expected return date is 8 November! Absolutely appalled to have a watch for a little over 6 months to then have wait 3 months for a battery. Stay well clear of both Ernest Jones and Tissot.