Ernest Jones - London Brent Cross Reviews 

DO NOT USE TO BUY WATCHES!!!
I bought a Zenith in 2020, now I go to sell it and they supplied the wrong guarantee card!
They will not replace so be very wary and always check anything purchased - I will never use this company again.

I bought a wristwatch that does not work as the battery went flat four times in 18 months. Each visit to sort this has resulted in the worst experience ever. I have raised a complaint after 7 visits to resolve this and this is the response I received from your Customer Resolutions Advisor, Linda Bradshaw,
Telling me new customers are treated differently, they get delivery service as part of the order and practically telling there is nothing wrong with a wristwatch that have undergone battery 3 battery changes.

I plan to post all our email exchanges by Tuesday if no resolution is reached. This is absolutely unbelievable.

SEE ONE OF HER EMAILS BELOW.

I am sorry that you are unable to visit the store.

The only other way we can do this is to refund the price that you paid on to a gift card and send to your e mail address.
Otherwise you will need to go into store to get this watch exchanged.
The courier service is for new purchases and not exchanges.
Once again this has to be done in store.
As there is nothing wrong with your watch we are exchanging as a gesture of goodwill above the full retail price.
The £175 g/c you mentioned is for new orders and this will not be included in this exchange.
Opt 1 Visit store for exchange
Opt 2 Refund order with a gift card
Opt 3 Return watch
These are the full and final options so if you can please advise and I will get sorted for you.
Regards
Linda Bradshaw
Customer Resolutions Advisor

I will never ever have any dealings with this company again.
I had placed a order for a very inexpensive watch strap, took the watch to the store and was being helped by the manager by the name of MARIA, she told me it could take berween 4 to 5 weeks, I offered to pay for the strap up front but was told not necessary, they also took pictures of the back of the watch. After waiting 5 weeks I phoned the branch but was told that MARIA suddenly was transfered to another branch but nobody could find information about the order, I then went over everything again with the person on the phone and sent him the pictures of the back of the watch for the serial number and a reminded the guy that it was a extra long strap, he said OK and would contact me when he placed the order, I received a email from him that the extra long strap has been ordered and that they will discount the strap to £35 but it would take between 4 to 5 weeks, I said OK. After 4 weeks I phone the branch and couldn't get through so I phoned earnest Jones Head office and was told that perticular branch had closed down, the lady said she would have to find out what branch was dealing with the hand over of all orders, the lady called me back saying that Watford branch was dealing with all outstanding orders, I told the lady that I live in West Hampstead and I'm disabled and it would be near impossible for me to get over to Watford and all for a watch strap, she then said she would contact me back the next day which she did, she said the strap would be free and that she would send a stamped address envelope so I could send my watch to the Watford store, on Monday 27th I confirmed my addresses by email and got a automated confirmation that my email had been received, it's now Friday December the 1st at 5.39pm and no envelope.
ALL this hassle over a watch strap but what this proves is it doesn't matter how big a company thinks it is it's not to big to be told that their internal systems are garbage and I've worked in retail for over 30 years and for me that company could not organise a drink up ate a brewery.
My earnest Jones complaint number is 00D200B0PV 500PY3ZlZT
I've printed this number so you know this review is genuine.
I've decided that if a ever do get the envelope I'll not send my watch to them.

I went into the Brent cross shop on a spur of the moment and decided to buy a wrist watch as a birthday present for myself. I bought a Fredrique constant brand. Under 7 months the battery was flat. I took it back to have it looked at. They sent it off and the watch stayed awhile before the battery was fixed and I had to go back to the shop to pick it up contrary to what I was promised, that it could be mailed back to me. In another couple of months the battery was flat. I took it back and asked if the watch could be replaced i even offered to add more money and buy a better watch. The staff said she will send this to the company with a note of my request. This was in May 23. When I got a text to come pick up the watch in August I went into the shop and was told they had tried to contact me without luck. I checked my phone for any missed texts and was told them decided to write me. And since i was not responding to the letter to notify me that there was a charge for servicing the wrist watch it was returned without being serviced/fixed. I informed the lady that the watch was under warranty and therefore the repairs needed to be done at no cost. She said there was no option but for me to pay. I then asked for the complaint process it was then she went in to verify the timelines of purchase and confirmed that indeed it was under warranty!!! Up till today I am yet to get any indication when this would be fixed. I have since bought a sekonda wrist watch for £20 and it is working perfectly. This further justifies my displeasure in the investment hoping for quality but alas i got a sham! I would really want the wrist watch changed as i have no confidence in this brand and can only hope that Ernest Jones will protect their brand at this time. Really appaulling experience!!!

Atia was very helpful and attentive when visiting the store. She made the experience better and supported us very well with choosing a engagement ring. Will recommend.

I had a piece of jewellery bought from Ernst and Jones a few years ago with a lot of sentimental value and there had been a couple of issues with it recently and I was really disappointed. I still had my original receipt and due to a manufactures fault I was offered an exchange to the same value of the original full price item. I did not expect this at all and I was so pleased that I was able to select something else. Not sure if I am spelling his name correctly but Pedram in the Brent Cross store was knowledgeable, friendly and helpful and I would recommend Ernst and Jones.

I took my omega watch in for service and a hand repair in October 2022. Promised that it would be ready Januàry. Next promised returned May. Now no date for return but will be sent to Switzerland. 7 months and still no watch. I asked if they could lend me a watch as my other watch is to small for me to see. no was the answer. Promised call backs that never happened. Avoid

I came in today to find a wedding band that matched my engagement ring. Up until that point I had searched and didn't get much luck.

But then I came to Ernest Jones and met Pallavi, a wonderful lady who works there who I am 100% sure was an angel. From the outstanding customer service, to helping me find a ring that wasn't only perfectly fitting but also within my budget. My experience there was everything and more because of her. Thank you Pallavi for being so amazing!!

I purchased a bracelet today and was very happy with the service received from Atia. She was friendly, professional and helpful, would definitely recommend.

Want to say how Maria, the Manager of Brentcross went the “extra mile and more”in helping with my recent watch purchase. All aspects of the purchase were done quickly, professionally and in a friendly way.
I’ve shopped many times in this store, and I will continue to do so. Superb service.

Staff are professional and an asset to the store

Very helpful, it’s great to deal with staff who understand what you want

Very bad experience and a waste of time after trying a couple of watches that were not working

Very nice and helpful. 👍

Very professional approach knew what I required fast and efficient service.

Went into the Brent Cross branch just looking around for engagement rings and with the help from the store manager Maria, I found the best ring for my girlfriend. She really loves the ring and said yes instantly. Thank you to Maria for a great customer service and advise in general.

My intention was to purchase a Cartier, but having viewed the Longines and the beauty of the complications. I changed my mind. The sales assistant was particularly knowledgeable without being pushy. The additional discount sealed my decision. I will eventually add Cartier to my collection. In the meantime, I’ll enjoy my Longines.

My husband bought my ring from here to surprise me on our 6th year anniversary. I have to tell you this is the most beautiful ring I've ever owned. We bought it from Brent Cross branch of Ernest Jones, and we were extremely satisfied with the staff. They're professional and helpful. We're served by Rose and She did that above our expectations. I have to say big thank you all members of the staff. I strongly recommend the place and the jewel as well.