Ernest Jones - London Oxford Street Reviews 

My wife bought me a gold necklace from them as an anniversary gift at the end of December. The necklace is less than 6 months old and whilst trying to remove it a couple of nights ago (using the clasp and being extremely gentle with this I might add) the chain basically came apart in my hands. For a £350 necklace to snap this easily is not right so I decided to pop into the Oxford Street store whilst I was in London and discuss this with them to see what can be done.

I was greeted by one of the staff and started explaining the issue to them when another member of staff (little miss know it all) chipped in and said "did you take out additional protection on the necklace because if you didn't then we will not be able to do anything with this". She then started explaining to me that there is no form of soldering used in the manufacture of this item as it is purely machine made and that they can't fix it. I explained that it is quite poor for it to have broken this easily as it is quite a sturdy necklace. She took the necklace from me and said that you can clearly see it had been stretched which is why it broke. She then refused to even refer this to the repair centre and after me explaining that this just came apart in my hands during normal use she advised she can try and send it away to their repair centre but there is no point sending this away for repairs because they don't repair these and will not attempt repairs and it will take around 6 weeks for their repair centre to get in contact and tell me the same. Clearly just no people skills and don't know how to deal with customers.

The BS: "The Highest Standards in Precision, Skills and Expertise When you book your watch in for a repair, your precious timepiece is in expert hands. Our highly trained technicians undertake a wide range of repairs on vintage, automatic, quartz and mechanical models. With guarantees according to the manufacturers' guidelines, you know that time is always on your side." (Earnest Jones Website)

It would be a reasonable expectation that when a new watch is taken into a dealership to have a steel strap replacement under guarantee, they would have professional tools to do it or inform where to get it done professionally; not so with this bunch of jokers.

Attended Oxford St Earnest Jones (Now a Temporary H Samuels) to have a Citizen steel bracelet fitted for to a PRO-MASTER AQUA LAND. After about 15 mins they came out of the office and informed they were having difficulty in fitment. Informed them it should take seconds with the right tool that pincers the pin into the strap. With disbelief they informed that they did not have that particular tool so reluctantly agreed to put the blue strap back on.

The morning was taken off from work to get this strap fitted professionally and we end up with some "cowboys" trying to do a botch job with the wrong tools, that are likely to damage it. They thought nothing of it even their manager attempted to fit it. Informed they are not given the right tools to do it?

So a brand new watch and they not using the correct tools, the tool costs from £10 - £20 and they do not have the integrity to buy one? They should not even touch this watch unless the correct tools are used, how unprofessional!

Consequently on return home it is noted that the pins are not fully in the seat and move about, this did not happen before, so it is perceived botched workmanship unless different pins were fitted in their office that were not the original ones given, who knows.

Would not touch this bunch with a barge pole and this goes straight to head office this evening. Head office advised to go to this store that morning and the strap would be replaced. Unbelievable! They also owe me my time in travelling into London and loss of earnings taking time off work to do so. (So that will be £170 in fees plus VAT!

Terrible management from store manager in Oxford Circus in london after feeling a little reassured when I left my watch beginning of February 2023 initially. I’ve been without a watch for almost 3 months now, and they keep giving me excuses like they have to wait to get my original damaged watch back before they can give me a replacement so another 10 days plus of waiting on top waiting over 2 months and following a process of waiting 2 months! This is not acceptable! I don’t think I will put my faith in this company again, as I feel really let down. My watch originally was sent to her repaired, and I didn’t even expect to wait 2 months to even hear back. But even after me chasing things up with the store it didn’t encourage them to find out what’s going on. The attitude I got from an advisor at the store was terrible and I said I will be putting a review on here about my horrible experience she said to me that I can do what I want and that actually they could have followed up what happened to the watch and why they did not contact the store sooner etc. And the fact that they showed no empathy and no apologies whatsoever for the situation. I paid around £300 for my watch that I didn’t receive back. And they have not solved the problem. I have no respect for companies like this honestly. Customer services has already gone downhill with other retail companies. I feel like my hard earned money is being wasted. And I have to deal with rude and unprofessional staff who simply do not care about custom. Wow is all I can say and NEVER again! I deserve respect and for people to go out of their way. I was made to feel stressed out and unwell as a result of this adding to my anxiety. There’s nothing Ernest Jones can do to make up for wasting my 3 months and bringing my mood completely down. It’s too late now. And I still have no watch. Fobbing off is the word i am going to use, and excuses after excuses! I had no email or reply back from customer services since I had emailed them after Easter, so again another massive let down. After them saying it won’t take me long to get a new watch as soon as it’s in the store then told by store manager I have to wait. So it’s me that ended up with absolutely nothing when all I would rather do is get my money back which I paid £300. Surely there’s a law in place for companies like this! I will not tolerate being ignored when I have done nothing wrong apart from wasting my money on an expensive watch!!!

I am giving this jewellers a mere 2/5, and I’m very disappointed today. Earlier today I received a phone from a lady from the Oxford Circus branch to let me know that my watch was not repairable at all. I couldn’t understand why in the first instance. Not only have I had to wait for 2 months to hear about my watch, I heard nothing from Ernest Jones for several weeks, and the lady Jynsa was the person who gave me bad news today and said I would need to look at another watch up to £359, however the company itself would have to send another replacement watch. And this would take up for 2-4 weeks to before I even receive it! The manager from the store in london should have flagged up or chased up watch when I last called to find out what was happening. But it doesn’t seem like my custom matters from my experience especially where I’ve spent money in the stores. It also seemed to me that Jysna who called me today also seemed like she had a bit of an attitude or the way she responded to me, nor did she care that I was going to right a negative review after what’s gone on and I mentioned contacting head office of complain about my ‘not so nice’ experience. Jysna did say once I let them know which other watch I want the store can ask the company to send item asap. This is nothing but a let down. So in hindsight a potential 3 months before I get a new watch. This is not good that I have had to go without a watch for two months now. After all this headache I was running late on picking up my car from the garage thanks to Jysna. And she put me in a bad and miserable mood.

I would just like to express how over the moon my daughter Charlotte Setter was today after Adelaida from The Oxford Street branch sorted a massive knot in her necklace. Please please can this message get to head office as she was lovely and so patient!

I bought an engagement ring from ernest jones in July. When I bought the ring I explained that my girlfriend and I would be going travelling for 3 months. So it would need resizing. The lady who sold me the ring told me to buy an expensive insurance so that I could bring it in for resizing whenever I wanted - to which the manager agreed. So I brought it in for resizing on the 21st of October. Then I'm told that the insurance doesn't cover resizing and only loss or theft. After explaining to staff in the shop that I was missold insurance they agreed they would cover the cost of resizing. They said it would be ready to collect on the 8th of November. On the 10th of November we got an email saying that they had missed the delivery date due to a certificate number issue and that the new date it would be ready would be the 21st of November. Now they have said it's still going to be a few more weeks as we had to confirm the work to be done. Although they already gave us a new collection date and said it would be illegal for them to give it back without the certificate number. I can't believe how terrible the service has been! My brother bought a ring from Hatton Gardens for the same price and it was resized and returned in 5 days! We will be up to 8 weeks by the new date - if it even arrives? Absolutely shocking.

Bought a Longines watch last weekend from Oxford Street store and while the service received was good the watch came with a damaged presentation box and without the leather card pouch - After spending £100's would expect these to be perfect and complete.

Best service, been served by NITA and everything was proffesional.

Lovely staff who were very patient and attentive.

Very helpful and efficient, chose my wedding ring so quickly :)