Ernest Jones - Truro Reviews 

I am beyond disappointed with my experience at Ernest Jones and never imagined I would be writing a review like this.

My husband spent £2,200 on a platinum diamond ring for me in September 2025. For a purchase of that value, I expected exceptional quality, craftsmanship and customer service.

The ring was resized by Ernest Jones in November 2025. Within a few months, a diamond fell out. Ernest Jones repaired it free of charge, which initially gave me confidence that the issue had been resolved.

Just one month later, another diamond fell out.

I was absolutely shocked. A £2,200 platinum diamond ring should not be losing diamonds, let alone twice within such a short period of time.

What has upset me most is Ernest Jones’ response. Rather than acknowledging my concerns or considering that there may be an underlying issue with the ring or the previous repair, I was told that I had caused the damage and would need to pay £130 for the repair.

I have repeatedly asked Ernest Jones to explain what evidence they have relied upon to conclude that this was accidental damage rather than a fault with the ring. I have also requested a copy of the workshop report and any photographs used to reach that conclusion, but these have not been provided.

As a customer, I feel completely let down. I have worn this ring during normal day-to-day activities and simply cannot understand how a ring of this quality and value could lose two diamonds in such a short space of time, only for me to then be held responsible.

While researching my options, I was concerned to find other customers describing similar experiences involving stones falling out of rings. Reading those reviews has only reinforced my decision to continue pursuing my complaint.

At this stage, I have completely lost confidence in both the ring and Ernest Jones’ handling of my complaint. I will continue to pursue the matter through the appropriate channels until it is resolved.

I would strongly encourage anyone considering a significant jewellery purchase to research customer experiences carefully before making a decision. Do not buy anything from Ernest Jones!

Incredibly dissappointed in the manager. Basically either calling me a liar or one of her team, all to cover her own mistake. It's a good job customer services are so kind. No kindess or compassion, lovely team members, just a shame they are let down by her. I pride myself in taking business to the high street, but for this business I'll go online.

what can I say, poor quality products, extremely poor customer service, even worse value for money, just do yourself a favour and steer clear of these stores.. utter rip off.

I cannot fault the truro branch at all! Especially Kayleigh the store manager. Who went completely above and beyond in helping me. I had an issue with a ring purchased many years ago. I got it ‘fixed’ elsewhere but unfortunately it was terrible. I went into Ernest Jones feeling so defeated but I am so glad I met Kayleigh. She literally lit up the room and made me feel so reassured.
She is an absolute credit to the store and I hope she knows deeply what a difference she makes.
I won’t be going anywhere else now for my jewellery.

Unhelpful, dismissive and condescending!
I tried to collect my wedding ring which had to be restoned and resized.
Female assistant would not except anything but the receipt which we did not have because we put the ring in with them back in August. No alternative offered like maybe ID or security questions. Receipt or nothing.
Asked to see the manager who told me they were just doing their job and that’s the process. Eventually, after much insistence on my behalf, ID was requested. Why did it take a drawn out discussion with a female assistant and manager before it was suggested.
It should have been a happy experience but it was upsetting and demeaning; completely unwarranted. What is the world coming to!

I took my Hamilton watch that had become faulty to their store in Truro. I had purchased this watch in late December 2024. It was still under warranty, and I assumed that it would be returned to Hamilton, this could have taken a few months to resolve. However, I showed the original receipt , and the manager Kaleigh Sealey replaced the watch from stock, the box, the tags, the whole kit and kaboodle so to speak. Very friendly and efficient service.

Would just like to thank Jack in the Truro store for his help and advice whilst purchasing a beautiful diamond ring.
We only went in for a look as we have a wedding anniversary coming up.
Jack’s product knowledge is excellent. He was very polite and helpful without being pushy and a true asset to the company.
I worked in retail for 25 years and would have been very happy to have Jack on my team - good work Jack!

1-Star Review for Ernest Jones Truro

I’m deeply disappointed by the unacceptable service I received at Ernest Jones in Truro. As a customer, I expect a basic level of courtesy and professionalism, unfortunately, that was entirely lacking during my visit.

The staff were dismissive and unhelpful, showing little interest in assisting me or answering my questions. I left the store feeling more like an inconvenience than a valued customer. At no point did anyone attempt to rectify the poor service or offer an apology.

This experience has not only made me reconsider any future purchases with Ernest Jones, but has also left me feeling incredibly disheartened, especially as this visit was meant to be part of a special and personal occasion.

I hope the management takes customer feedback seriously and addresses the need for better training in customer care and basic respect.

** Update: Since posting this review, Ernest Jones have reached out to us directly. They have acknowledged our concerns and the upset this situation has caused, and have offered a sincere apology for the matter. We appreciate their willingness to take responsibility and open a dialogue with us.

I was bought a necklace as a 30th birthday gift from a relative, after wearing the necklace for a couple of weeks the chain broke, luckily I noticed and it wasn't lost. I took it into my local Ernest Jones store in Truro & explained to them what had happened, they had a look at it and said it was probably damage done on my part, I disputed this as I had only had it for a couple of weeks, they said it could be sent away to the repairers to be looked at but would be £50 to fix.

A couple of weeks later I had a message from them to say it had been looked at by a jeweller & the report was that it was damaged by myself and there was nothing wrong with the necklace & I would incur the repair costs of £50 which I declined. I contacted customer services and tried to dispute this but again was told I broke the necklace.

My mum collected the necklace from the store for me a few weeks later, the shop assistant said again that it hadn't been repaired but when she got home and checked it had in fact been repaired. I then had a voicemail from the shop to say that the repairers had fixed the necklace free of charge & agreed with me that I wasn't at fault.

I wore the necklace again for a couple of days and it has broken again, unfortunately this time I didn't notice and it has fallen off.

Absolutely appalling quality for a necklace that wasn't cheap, & apparnelty 'repaired', it's very upsetting as it was a special gift & I am going to have to tell the family member that it has been lost and they have wasted their money. I wish that I'd never put it back on again.

I initially bought a platinum wedding ring, but after 6 months of wear, I had a lot of issues and no one from the company would help me. However, eventually, an angel called Kayleigh who is the manager at the Truro store, sorted it all out for me with no issue. The relief was huge and I am eternally grateful to Kayleigh who saved my view of the company! She is wonderful! Thank you x

I took my Rotary watch to the truro branch for a new battery and check.
This is an annual event normally they charged £50 for battery and check. How ever this time I was told it would need to be priced. It was sent off a few days later I had a phone call to say that the mechanism was jammed and would have to be replaced cost £198 I asked for the watch to be returned. Ofter I collected from the branch I took it to a small local jeweller who replaced the battery and checked it over who said there was nothing wrong with it. The watch is now working fine at a cost of £5.
The person for earnest jones lied!!!!!!!
A company that cannot be trusted.

The Truro store is very clean and tidy, the staff are very friendly and helpful and very professional and the manager gave myself and my wife a very warm welcome. I would highly recommend this store to my family and friends for all their jewellery needs.

I purchased a watch for my husband and I cannot express how outstanding the customer service was in the Truro branch, particularly Kayleigh, nothing was too much trouble and she really did go above and beyond, a credit to the organisation . . .

What a way to treat a customer continually fobbed off by all concerned, bought a tissot watch last July and collected it from the Truro shop , in under a year the battery had run out , phoned to see if it could be replaced and was treated with utter contempt by the store manager who told me it had to be sent Aey and it would take about two months to get it replaced , nothing they could do about rules is rules , no flexibility no help , just take your money .

Have taken 2 rings to be resized, that was 2 weeks ago, they haven’t even sent them off as apparently the computer system isn’t working. No explanation why or when it’s due to be working. Absolutely hopeless customer service, don’t bother trying to have anything repaired or resized with this company.

Visited the store today as I had a knot in my gold necklace. The staff went out of there way to help me get the necklace off as I have a CT scan Monday and feeling anxious. Staff were lovely and gave me lots of reassurance about the scan also. We will be back soon to make some Christmas purchases. Thank you

Wonderful experience in the Truro branch of Ernest Jones.
I was looking to buy a diamond ring and was assisted by Jess for whom nothing was too much trouble. She was extremely knowledgeable and gave help and advice on several styles which I'd not previously considered. Jess listened to my views, likes and dislikes of the rings I'd tried and then suggested several others based on my preferences. I went back a 2nd time after a not so good experience with another jeweller as I was so impressed with her attitude. Jess you are a credit to your employers.

Lovely service, really helpful staff. A great gift for my son was purchased.

Service was fantastic, very informative and knowledgable, would highly recommend !

We have visited the Truro store a couple of times in the last year pre and post lockdown and all the staff have been lovely and very helpful, especially Chrissie and Val.