Ernest Jones - Norwich Reviews 

Extremely disappointed by the level service and the ring that I received from Ernest Jones. My fiancé brought me my engagement ring which was one of the Bloom collection (bloom rome platinum 2.74ct lab grown diamond Marquise Floral Ring) the ring within the space of 18 months had to have 2 replacements because the rings went faulty, when the first ring broke reported it to the Norwich it went in for a repair which took 3 weeks to be assessed them to say that one of my diamonds was lost which it was not, they gave me misinformation all the way through and they gave me bad timelines. They then ordered me a brand new ring and said this was a good gesture. However, the item was faulty, so it's not a good gesture. The manager of the store when I collected the ring did not apologise to me at all and was extremely rude.
16 days later that ring then went faulty. Same design from the bloom collection. I raised it straight with head office this time as felt the level of communication from the Norwich office was not good enough the first time. Which the Norwich store got in contact with me again. No real apology that I'm having to go through with this. They did order me some other rings to have a look at went into the Norwich store again. Spoke to a different lady, She was the assistant manager first the day and she was very helpful sat down with both me and my partner to give us step by steps on the rings and the difference of the rings.

Overall we were extremely disappointed way the service which is a massive shame for such a big brand.

In regards to ernest jone reply I have raised my complaint to head office 19th may and it has still not been resolved.

Moesha was extremely helpful and friendly. Not pushy at all and went out of her way to help us. Polite and friendly throughout, thank you

Excellent service couldn't do enough for me &my partner he bought a watch and we got 2 wedding rings cleaned my rings I had on & fixed a problem on my partners watch he was wearing too. Norwich branch ( the lady had blonde hair an asset to earnest jones) came away very happy thankyou wish I got her name now

Norwich Chantry Place store helped us sort wedding rings on 16/09/23 and we picked them up 23/09/23. Service was exceptional both visits with professional knowledgeable friendly staff who are a credit to Ernest Jones. Phenomenal experience and we cannot recommend enough 11/10 if we could score this high - wow does not do all the amazing staff enough credit - thank you to you all - forever grateful Neil and Michelle

Natalia has served me twice recently on different occasions in the Norwich store and is super friendly and very helpful. Always has a smile on her face and went out of her way to make sure I got the best service and found everything I needed. Fantastic staff member and great shop!

Ernest Jones has been my family jeweller over the last 10 years in Norwich with purchases for my Engagement, Wedding, and Christmas gifts.
Having purchased many different items from laVeine totalling over £5k Hugo Boss and Rado.
Today my son and I visited the store I purchased a watch from just over a year ago which had broken to see if they could help me resolve the issue and get it up and running again. I WAS NOT ASKING for a refund or an exchange just if a repair was possible as it has a 2 year warranty.
My inquiry was quickly turned over to the store manager who advised me that I needed to claim of my house insurance under accidental damage. I responded too this “Unfortunately the strap had failed when I was fitting the watch causing it to fall off my wrist onto the floor and breaking the screen. Barclays who insures my household and possessions advised when I reported the incident that it was not accidental damage and a manufacture issue that should come under the warranty as it’s caused TOTAL FAILURE of the watch. I told my insurance the truth about what happened and agree with what they said.
At this point I was only asking for help in what direction we could go to get the watch up and running again I haven’t asked for a refund or exchange still.
The manager then responded that I had not purchased the extended warranty and the watch internals were only covered by this also. I unfortunately hadn’t purchased the warranty as it was not offered this time at the time of purchase - although the retail assistant at the time was very helpful and agreed too price match the watch for my repeat custom and loyalty with the store as a good will gesture.
The manager then refused to believe my response and presented me with the extended warranty information that they offer which was not available to me now nor would it have helped repair my watch.
They remained firm in their position offering no help and no advice to aid the situation in hand and then started too antagonise me hoping for a reaction soo they could ask me too leave which I did not rise too.
Further more I attended with my 6yr old son on this occasion as was hoping to purchase his first watch today also.
Unfortunately I have lost confidence in going into this store now as the manager in question addressed me on 3 separate occasions too not raise my voice especially in front of my child then looking at my son for recognition for something that did not happen. I do not expect anyone let alone an assistant manager to engage my child in such a situation.
I came for help with a watch and now I was being accused of bad parenting and improper behaviour by a total stranger who works as a manager in a family orientated environment for everyone too here. This has upset my son as he immediately asked me why that person is telling lies about you daddy. I found this situation very intimidating, overwhelmingly unprofessional, and certainly prejudice towards my appearance on the day. This is no longer about the watch, I’d quite happily buy a new one somewhere else now.
Gas lighted and insulted by a total stranger in front of my child by a trusted retailer - NEVER AGAIN.

Fantastic experience, the sales staff couldn’t help enough, kind and very polite.

Had a few dealings with Ernest Jones over the years with wedding rings and a couple of watches. Can't fault them and when there's been an exchange required there's been no aggro.

Excellent, efficient and knowledgeable service.

Really pleasant experience shopping for an important birthday present. Staff were all super friendly and not pushy sales people at all allowing time to look and see different items and always with a smile and helpful advice. Thank you again I left happy I’d picked such a beautiful item .

Great customer service. Highly recommend

I knew exactly what I was looking for (pearl earrings 30 th wedding anniversary gift from my husband) lady who served us listened , very helpful with information wasn’t pushy at all which we noticed and liked . I said we had 1 other shop to go to and within a few minutes went back and purchased.Very happy.

The attendants were helpful and made my decision easier.

Great experience

Out standing customer service brilliant jewellery very happy overall

Horrendous experience from start to finish. Would only recommend if you can buy the item from the shop and walk away with it the same day.

Bought a ring twice and both times I had my order randomly cancelled, issue was it was an engagement ring which we had chosen together.

Just disgusted with the lack of customer service. Oh and don't try to ring the Norwich store... apparently their phones don't work, they can ring out but you can't ring in, this has apparently been the case since November (still not fixed?!)