Ernest Jones - Tunbridge Wells Reviews 

I took my watch into the Tunbridge Wells shop today, as I couldn't get the auto summer/winter time change to work. Jemma kindly sorted it for me without charge. Much appreciated, Jemma.

I cannot express how disappointed I am with this company.
My husband bought my engagement ring in July 2019 for £2249. Reduced from£3499. A great deal we thought.
During the summer of 2020 I noticed a crack in one of the baguette diamonds. Once we were out of lockdown I took the ring to an independent jeweller to check it over. When he inspected it, I was informed it probably was due to being under too much pressure when being set therefore a small knock could indeed cause a crack. He did feel the ring was poor quality as there were more broken/cracked diamonds that I couldn’t see with the naked eye. He advised me to take it back to Earnest Jones.
I did email customer service and explained everything and they also advised me to take the ring back to the store to be looked at.
I did this and spoke to Nanette, a supervisor. She was very dismissive and off. She told me it was my fault and I had caused the damage. I left the shop feeling as if I had been “told off”.
I then emailed customer service again and explained what had happened.
I was then told to take the ring back to be sent off to be inspected by their jewellers.
Things did come to a holt for a year or so due to family illness, however I resumed with the situation early this year.
The ring was sent off and the response was:

On inspection of your item, we can see the ring has been heavily knocked and misshapen, this is unquestionably customer damage.
2 baguettes and 3 round diamonds are broken.
Claws are in very poor condition. There is a section missing from the setting edge on a baguette diamond, on the opposite side to the broken stones.
It is too damaged to restore ring and secure stones.
Estimate to repair:
Supply completely new tailor made matching ring Mount in platinum. Supply 5 diamonds and reset all.
£2,910.00
Time : 10 weeks

As you can imagine we were horrified. I was so upset my husband had bought me a beautiful ring that is crumbling away despite being made of platinum and diamonds. I’m my 50’s and a housewife, the ring doesn’t have a vast amount of wear and tear, although I wear it everyday as it’s a life long engagement ring.
When we collected the ring we took it to another jeweller who said it could be repaired for a fraction of that price. Which is what we did, and I have my ring back with me and it only took two and half weeks.
So all in all it’s a very poor service. The quality of the product is appalling and not fit for the purpose of a ring for life. For this to happen within a couple of years is dreadful. They really should be ashamed of the sub standard products they are producing. Not to mention the treatment from the member of staff I mentioned earlier. My advice is to go to an independent jewellers where you will have a much better experience and better quality products.
The accusation of me damaging the ring amazes me, I have a watch that I wear on my left wrist that has been worn everyday for 20 years, funny how that seems to have survived.

Super impressed I took my watch in for repair but due to new job and shift patterns I hadn’t been able to pay and collect it when it was ready. They were very understanding of my situation and when they got it sent to my new address with no extra cost and it arrived better than expected packaged like it was new again. Thank you so much at the Tunbridge Wells Branch!

The lady who helped us, (sorry can't remember her name) was very helpful and had very good knowledge of the product we bought. Exceptionaly Happy with overall service. Excellent. 5 🌟

Lady in shop very helpful and friendly and a lot of patience

Staff were polite and helpful. Had to order in my size ring but it was was ready for collection in a couple of days.

good, friendly and professional service.

The assistant was veery pleasant and helpful. Even putting my watch after fitting its new strap in the cleaning machine. However they had very little to choose from as far as watch straps were concerned. Navy or brown, that was it. Bought one as in dire need and needed to wear watch and new to the area, but would in future try to find another jeweller with a far wider selection of leather watch straps.

Very helpful from the start. Yvonne (I think that's the manager's name in Tunbridge Wells) said she would order the watch which was a leaving gift and that it would arrive two days later. It did, and she even gift wrapped it. Excellent service.