Ernest Jones - Chester Avis 

Just want to shout out for Andrew and Vanessa.
So friendly and helpful.
Left feeling a valued customer.

Took 3 watches in for repair to the Chester branch ,after paying my deposit a day later I was informed my Sector watch could not be repaired due to lack of parts. When I picked up the watch it was not in the condition that it was left with them. The clasp was loose when I took it in , which was noted. On pick up it was totally detached on both sides. No attempt had been made by Ernest Jones to rectify the extra damage. Watch was handed back to me with an attitude of this is not our problem but mine as it’s repaired off site. Unprofessional customer service on the day and a shop not to be trusted with your valuables.

Visited Chester Eastgate store today to replace a faulty necklace bought online by my daughters as a Christmas present for my wife. The chat service had already emailed the store so they were expecting us - highly professional and efficient. The staff (2 mature ladies - sorry) were helpful and professional. They even took my wife’s rings off her fingers and cleaned them for free while my wife chose a replacement for the damaged item. Good old fashioned, friendly, helpful, professional, pleasant service just like we used to get - remember those days? Well done Ernest Jones Chester.

Any business can get good reviews if all goes swimmingly, but a truly good business sorts things out if mistakes are made. For clarity, this review is about the Chester store

When my daughter was born 40+ years ago I bought for my wife an ID bracelet engraved with our daughter’s name and dob. My wife was gutted when she lost it. Surely easy to replace? No chance. They used to be in every store, but now like hens’ teeth. Peter helped me source a similar item. Took weeks to arrive, but hey. I was warned. After picking it up I thought engraving would be easy. Wrong again. I asked the shop. We wanted it, as the original, for it to be on the inside. Two weeks later it came back engraved on wrong face. I expected an explanation along the “I’m not sure you told us that” line, but no. Andrew simply admitted there was a mistake and it was put right.

Now sorted. Good to know there is a business where the customer is trusted.

We called in to the Chester store on a day out to have a look for a present for my special birthday and saw something I liked straight away. Elaine asked if we’d like any help and I tried on the beautiful necklace and matching bracelet that I spotted, which we ended up buying. As we were on a day out, we didn’t want to carry them around with us, so I went back the day after to pick them up. It was pouring with rain and I didn’t have a waterproof bag and Elaine went above and beyond and got a carrier bag of her own and gave it to me to put my new jewellery in, to save the paper bags getting wet. Such personal service. Thank you.

I left my engagement ring for repair in the Chester Branch after wearing it every day for 28 years and I have been told it’s ‘ lost ‘ on the way back from repair to store with no closure of the outcome . Just been offered compensation for the value of the ring via customers service in an e mail . Terrible .

Ordered a Casio G shock strap from Ernest jones chester.Did 'nt know what size strap would fit my watch,
Andrew sorted everything out for me and I am made up with my purchase.
Thank you Andrew.

I would like to very much thank Elaine at the Chester branch of Ernest Jones whom I spoke to this week whilst deciding on a watch purchase. Elaine was a delight to speak to, most helpful and efficient and I could not have asked for more excellent service with a personal touch.
The watch arrived, all thanks to Elaine, as described, on a chosen day, all perfect. Many many thanks to Elaine, June.

Absolutely love my ring, that's why I'm so gutted about what's happened.
My 1ct platinum diamond ring started to lose diamonds underneath about 5 years in. I took it to the warrington branch who told me it was wear and tear and they would repair it 'just this once'. Few years later and it happened again. Thinking that it was wear and tear I took it to an independent jewellery shop who told me this was a problem in the casting process at the very beginning. It was hollow underneath and not fit for purpose as an engagement ring should last a lifetime as they say in there sales slogan. When I went back to EJ They basically said well it's 10 years now sorry. You can have the value you paid at the time ( it's unrepairable) you can't have anything on sale either. (75% of the rings are on some kind of sale)
As a result I would have to get a massive downgrade of my ring which I absolutely love and I feel cheated because 6 years is the warranty period where I was informed it was wear and tear. I trusted the professionals. I went to Ernest Jones because it was a big brand and I thought it would be reputable.

We went wedding ring shopping in your store today. Elaine was amazing, so friendly and helpful. She patiently showed us a few different rings we liked the look of, and then suggested one herself that I absolutely fell in love with. Fantastic service, we left over the moon, thank you Elaine!
Ps I also tried to do the review from the qr code on the receipt but it wouldn't work.

Visited Chester store where Liza served us and helped us choose a watch. She was very patient, helpful and we just wanted to say thanks for great service.

We went to Earnest Jones Chester to look for a replacement ring for my husband, we were served by Elaine who was lovely and extremely helpful, we ordered the ring and had it sent for engraving, Elaine kept us updated throughput the process right up to today when we were able to collect the ring which is lovely, thanks so much Elaine you made the whole process really easy and enjoyable 😊 M&B

Popped into THE CHESTER STORE TODAY,
I WAS LOOKING FOR ADVISE WITH MY EARINGS
THE MANAGER WAS SO HELPFUL,
AND SORTED MY PROBLEM OUT …
I EXPERIENCED . A GREAT SERVICE … AT THIS STORE ..

Had to have a ring cut off today.The manager Andrew was so kind.I think he realised I was a bit nervous.He is a credit to your company and I will be back to have the ring resized.It will be nice to wear it without cutting off my circulation!

Unreal experience. Went to the Chester store a few weeks ago as I had an issue with my ring and after my dad suddenly passed away the empathy and care shown by the manager Andrew was amazing. Thank you for making it easy to get my ring fixed and taking away a lot of upset that I as made worse by the issue with the ring. A credit to Ernest Jones

Excellent customer service from Andrew and Vanessa. I changed my mind just after leaving the store, but it was no problem going back to exchange my item. They were both so helpful and patient and made sure I left the store with the perfect piece of jewellery. Thank you!

Wanted a specific ring, asked Chester store manager twice if it was a suitable ring and was told it was, paid in full for it to be delivered to store and was told with a smile if it was not what I wanted full refund no questions asked. After sharing in secret the ring I had bought with a family member they educated me on diamonds - no honest retailer would recommended an i1 or i2 (inclusions visible by eye and could make the diamond weak subject to damage / breaking) classification diamond for this purpose. Ring arrived in store I met the store manager, explained my concern and the attitude changed in a second, I was told by him “I was over thinking it “ and “he was disappointed” probably as disappointed as I was in his lack of guidance, a refund was given and he chose to turn his back on me and walk away , hardly the no questions asked approach. So my guidance is don’t use Earnest Jones Chester , go to a dealer who will guide you , be transparent and honour the all smiles commitments of refund when taking your money if you’re not happy .. as the Chester branch don’t.

I have been to the Le Vian event in Ernest Jones in Chester today! What a fabulous shop with lovely staff! A special mention to the lovely Andrew, thank you for your care and attention ! Highly recommended!

I called into the Chester Store to seek some advice regarding the cleaning of jewellery previously purchased from the same store and the adjusting of a watch strap, again previously purchased. I was greeted by the manager Andrew who couldn't have been more helpful and courteous. Whilst Andrew adjusted the strap I noticed an assistant Kim displaying a similar approach to more customers who entered the store. It is so refreshing to see the high levels of customer service being offered today by two individual members of staff from the same store. Congratulations Ernest Jones, the behaviour of your staff at the Chester store should be an example to many of the retailers today who's staff sadly don't display this level of professionalism.