Ernest Jones - London Reviews 

I took my watch in for a service and replacement of the crown. I was told the cost would be £200. For this i received a receipt and told it would take 2 months. Additionally, they said as Westfield was not my local store, it would be delivered to my local Ernest jones. Having waited not over 4 months, the total cost id £410 and to top it all off, I was told i needed to pay prior to the watch being sent to my local store. I other words, it took twice as long, cost twice as much and they hold you to ransom to pay prior to pick up. NEVER GIVE YOUR WATCH TO THIS STORE...EVER

I purchased a platinum diamond engagement ring from Ernest Jones in July 2025 for over £2,300. What should have been a happy experience turned into months of stress and disappointment.

Within one month of purchase, a stone fell out of the ring. Ernest Jones accepted it for repair under their guarantee and kept the ring for nearly two months.

After collecting it, less than two weeks later, the same stone fell out again. When I returned to the store, the manager noted that the ring was out of shape (oval) and that the main centre diamond was loose, making it unsafe to wear.

In total, I have now had the ring for almost six months, yet it has only been worn for about one month initially and then two weeks. The rest of the time the ring has been kept by Ernest Jones for “repair” and “inspection”. I am now left with a £2,300 diamond ring missing a stone, which my fiancée has barely had the chance to wear.

Despite the first fault being accepted as a defect, Ernest Jones later claimed the same issue was “customer damage” and refused a refund, instead offering a chargeable repair with a “goodwill discount”.

I have now had to escalate the matter via Section 75 with my credit card provider, as well as Citizens Advice, due to the retailer’s refusal to resolve this fairly.

For a company selling high-value engagement rings, this level of quality, inconsistency, and customer care is extremely disappointing. I would urge anyone considering a significant purchase here to proceed with caution.

After sales is awful, staff want to wash their hands once products are brought.. I Purchased a Longines conquest from the Westfields White City store, only had it for 3 weeks and had an issue with the subdial. Contacted the store, only to be told they cannot do nothing as it’s not in mint condition because I’ve worn the watch. No refunds, no exchanges. Only had the watch for 3 weeks so it’s ridiculous given there are already issues. Useless.. Had I known customer service would be poor I would’ve brought the watch elsewhere.

🚩🚩🚩
I received my proposal ring and, after ONLY 3 days of wearing it, a diamond fell out.
Instead of taking responsibility, the staff tried to blame me and even suggested I had done it on purpose. This is extremely insulting – I had been waiting for this ring from my partner for such a long time, and it was supposed to be a special moment. Why would I ever want to damage it?

I returned the ring to their workshop, and they told me it would take 2 weeks to fix. Those 2 weeks passed, and when I tried calling multiple times for an update, nobody even bothered to answer. On the rare occasions I managed to speak with someone, the customer service was rude and dismissive – especially at the start of this whole issue.

This entire experience has completely ruined such an important and special moment for me. I was so excited to wear my first ring, and now it has been gone for weeks without any updates!
At this point, I don’t even remember how it looks anymore.

I rarely ever leave negative reviews, but this experience has completely shattered what should have been one of the happiest moments of my life – and I am still left without my ring or any updates.

I will never shop at Ernest Jones again, and I would strongly advise others to avoid them as well. Terrible quality, terrible service, and no care for their customers.

What an incredible company, this is my 5th watch. I love watches and will always visit Ernest Jones.

1 day I will own an expensive watch like I saw today. But I have to go and earn the money first.

Thanks again, brilliant service alround
William

Went to Ernest Jones - Westfield to shorten the bracelet of a brand new watch, and was told it would be ready within one hour. So we returned after one hour, to then be asked "did you buy the watch here?", the answer was no, so then the lady said "it will cost you £20, is that ok?". We said yes. It transpires that, because she did not ask those 2 questions upfront, they could not start to job. So basic training is lacking and it meant that first hour was wasted - they started the work only after we returned and agreed to pay. Predictably, it took another hour of us waiting there. Worse than that, however: I realised it would take time and decided to walk next door for a coffee, straight after they told us to wait (for the second hour). On my way there, I was surprised to see the guy from Ernest Jones, our watch in hand, waking in front of me and away from his shop. He stopped at the "Watch surgery", a stand where they fix watches, adjust bracelets etc. That is where the watch was worked on, rather than at their own premises. After he left, I of course went there and asked them what is the precise cost for this watch adjustment? I was told £15. I confronted Ernest Jones but they insisted the cost is £20 and they just "did not have the equipment". A nice 33% profit for them doing exactly nothing. They clearly do not have the integrity to tell us they cannot do it themselves, and that we should simply walk 2 minutes to the Watch Surgery ourselves. Impressive. Will never step in that place again.

Had an excellent experience, at Ernest Jones Westfield London. We were looked after by Ismail he was very polite courteous and was extremely helpful. I would strongly recommend Westfield London and Ismail himself.

I recently purchased a watch for £640 at Ernest Jones in Westfield London and was left disappointed by the experience. The sales assistant seemed disengaged, and I had to ask about a 10% welcome discount, which wasn’t clearly communicated. After negotiating a 20% discount, I later discovered this was actually a 10% discount bundled with an extra warranty service I hadn’t requested. This crucial detail was neither explained at the point of sale nor clearly outlined on the receipt. When I returned for clarification, the staff offered to cancel the warranty, but the lack of transparency and clear communication throughout the process was concerning. Overall, the experience felt unwelcoming and complicated, which is disappointing from a reputable retailer.

I had to travel to the Ernest Jones in Shepherds Bush Westfield as my local store in Stratford closed down. I will never visit this store again. I was planning to buy a necklace and walked into the store on 10th Nov 2024 at 2pm, which was quiet and I was the only customer. I saw one staff member behind the till who was looking down at some paperwork. I approached her, stood in front of her for a few seconds and didn’t even receive a greeting. She didn’t even look at me or even acknowledge me. Instead she called over another member of staff to help me. I thought this was so rude, that she couldn’t even say hello or even acknowledge me. I said to my wife who was with me, ‘she can’t even say hello to me, and I’m the only customer here.’ This staff member’s name was Saira and is a Supervisor. The other staff member started helping me with necklaces. During which, I noticed Saira speaking to another staff member. Their conversation was obviously about me as they kept looking up at me from the till whilst they were talking. The whole experience was frustrating me. So I left, looking at the necklaces and went over to Saira and the other staff member as I wanted to give her feedback. I said ‘When I walked in, I stood in front of you waiting and you couldn’t even say hello to me. I thought this was very rude of you.’ She replied ‘there was another staff member that was going to help you.’ She is a Supervisor and showed no accountability and didn’t even apologise. I then said are you the manager which she replied no. Then I said ‘but it says Supervisor on your badge.’ I left the conversation saying I will leave a review. Again, no sign of Saira, being a Supervisor, trying to mediate or rectify this issue where I was obviously frustrated by their service. I am so disappointed with the lack of service I received. If your Supervisors are demonstrating this type of service and interaction with customers, not leading by example, how do you think this impacts the rest of the team

Terrible customer service, bought a diamond ring for my wife, costing £2000 (reduced from £4000) after 1 year (only worn occasionally) the ring cracked and one diamond lost, after a battle they agreed to repair, after 6 months broken again, now trying to get a refund, total nightmare 🤬

We gave a watch at the westfield store for a minor repair three months ago. There has been no update from them. We have been calling the store repeatedly and leaving voicemails but there has been no response (I refuse to believe that the store is so busy in the middle of a working week) - we are at a loss as to how we get this watch back. When we visited the store before X'mas we were told we would be updated soon. We could go to the store in the person and I am pretty sure that we will get the same response and not get our watch back.

I was shopping for an engagement ring for my partner in the White City branch. I was greeted by a lovely lady named Erica. I had no prior knowledge of the different cuts of diamonds but I had an idea of what I was looking for.
Erica took her time to explain to me the differences in the cuts as well as the value of the different type of stones. She was patient and kind and eventually we found something within my budget.
I was very grateful for her fantastic customer service.

I don't often write negative reviews, but I've had a poor experience at every turn. I received virtually no assistance or guidance in store when choosing a wedding ring. I paid for express delivery, but the ring did not arrive on the specified date and did not even come in time for the wedding the following week. The store were virtually impossible to get hold of on the phone, and two weeks later I am still chasing for a refund of my deposit, with customer service team members saying different things and appearing confused about how much is owed to me and when it will be paid. I've now ordered a wedding ring from an independent jeweler and would recommend other customers to do the same.

Very helpful, not pushy, kind and all in all a very pleasant experience and we walked out with a beautiful piece

First class service and delivery / comms were completed in a timely manner.

Very helpful staff, gave us time to choose a perfect engagement ring without any pressure

My future wife and I had a very enjoyable experience when we visited your store in westfield Shepherd’s bush to buy wedding rings.The staff helped us choose our rings and offered expert advice on our purchases.
The price range was responsible and straight forward.
Overall a very enjoyable experience