Ernest Jones - Bedford Avis 

I acquired a pocket watch in store with a discount voucher and the one I selected I had a defective patina on the rear of it. They didn't have another one in store so they arranged to post me over a new one from head office. When it arrived, the box was clearly shop soiled and the watch that I'd been sent was the exact same one that I'd reviewed as defective in store. Effectively they appeared to have sent the defective one from the store back to head office and then head office sent it back out to me, and in a shop box which is absolutely unacceptable. What effectively been treated like a second class customer and my custom appears to have been seriously undervalued. this is not the sort of thing probably expect to see from a retailer of this calibre.
Update 21/5/26 - I went back into the store yesterday with my Watch and met with the branch manager who assured me that the piece I had been sent via post was definitely not the one that they originally had in store. The piece I had received via the post was apparently from another branch. Incredulously, however, it had the same defects which indicates that these timepieces all suffer from the exact same problem? I still find that hard to believe but that's what I've been reassured. The branch sent me away with my piece advising that they'd ordered two further pieces from two other branches and that they would call me back to the store a third time to review either in the hope that one of them at least would be in mint condition for me to take away. No level of compensation offered, no further discounts, I just have to keep going back and forth until I am satisfied with what they can offer me. I will call customer service who have just attempted to make contact via this medium and with report further with an update.

I visited Ernest jones in Bedford concerning a failed strap on a Tudor Black Bay Bronze watch.
Despite the actual store not retailing Tudor instore, the staff were extremely helpful and worked with another store to organise a replacement strap,once received the Manager Jo called me and invited me in to enable her to fit the strap. Both her and her team member Vikki gave exceptional customer service from my inital call two weeks before, up to the fitting of the repalcement strap, first class all round!

I recently spoke to Darren on the phone he was so helpful answering all my questions and doing some research for me and calling me back. Definitely a perfect member of staff 10 out of 10.

Pleasant and helpful staff. Excellent service and banter with Vicki and Sarah when helping my daughter choose a ring for her 16th birthday. She had several choices and the staff ordered them in and would contact me when the rings arrived, they were so patient with us and great advice re looking after the ring once purchased. Great service.

Visited Bedford store and was guided by Jo with really good advice in selecting the right jewellery for my wife.
Great friendly experience.
Thank you to all the staff present when I visited…

Excellent friendly service this morning from the 2 ladies in store. Wish all staff were as good as these..Thankyou for all your help today ...

We purchased an engagement ring and a wedding ring in October last year from the Bournemouth store which was sent to Bedford for collection within 3 days, very impressed. The engagement ring needed resizing and was sent to the workshop, this took 8 weeks due to hallmarking and I finally got to wear it for Christmas.
Wanting to keep the ring as pristine as possible, I never wore it to work, never slept in it, showered in it, and kept it in the box for occasional wear.
I was really upset when I lost a diamond from the ring on our Wedding day just 5 months later.
Returning the ring to the store, it was sent for repair, but on return from our honeymoon, I received a voicemail notifying me of a charge for the repair as the damage was due to wear and tear.
A lost diamond, 2 broken claws and 4 worn claws. I wasn`t happy at all, the ring had had 5 months occasional wear!
I decided to make a complaint and Jo, the store Manager contacted me asking me to pop in and see her. She returned the ring as faulty and spent time with me to locate a replacement from another store. The replacement arrived quickly but again this needed resizing.
About a week later, I received a call from the store to say the ring could not be resized due to the porosity of the metal, it was too brittle to be soldered, I now believe this could possibly have been the issue with the first one.
Jo again contacted me and asked me to go to the store and she would help me choose a replacement ring as the original was no longer an option. Again, she spent time with me to choose a ring that was compatible with my wedding band and an exchange made, she also transferred the insurance for the ring onto the new one with no further costs involved.
I`m extremely grateful to Jo for her help, support and patience throughout the whole process and truly love the replacement as much, if not more than the original and would definitely recommend them to anyone. Thank you

Ordered a necklace from here. The Bedford branch. Staff were lovely and friendly and helpful.

Very helpful obliging and pleasant young lady

Early delivery, excellent

Great service, lovely friendly manager!

Very kind and helpful stuff, definitely will shop again and recommend to friends

Top jewelers and the staff are so helpful