Ernest Jones - Crawley Avis 

While I have been to Ernest Jones before & left a review to Josh, I would also like to give credit and appreciation to Emily. Unfortunately I can not add another review via google. Emily took her time to ask questions and listen to your needs. Emily had the power of including a natural and welcoming environment by focusing on other topics as well as jewellery. I loved how we were able to have a casual and engaging conversation about ourselves while tailoring to my needs. Thank you!! Will be back soon xx

Literally the worst customer service experience I've ever had. A diamond fell out of my wedding ring after 6 weeks of wearing it. I took it to the Crawley store where it was sent off for repair and came back saying "Impact damage" so would not be covered, and would therefore cost £260 for a repair. The ring itself was £319!? I challenged this as I am so so careful with my ring, I work from home and have had an engagement ring on for 2 years with no issues.

After complaining via email, it was agreed that the ring would be replaced as new. I waited for the Crawley store to confirm that the old damaged ring and the new replacement ring were in store and I visited again to exchange them.

In store I did not see 2 rings, but was given what looked like the same ring all sparkly and new so I happily took this and went home. Within the 2 hour journey home, the same diamond had fallen out.

I was absolutely livid and contacted customer service via email again, this time just demanding a refund to be done with this ring but they were so ridiculously unhelpful and didn't even read my email. The representative Elaine replied basically saying there's nothing wrong with the ring so they can't refund it. Hello?! Which ring!? The original one that you supposedly replaced? The new one that's damaged after 2 hours!? Either way my email was completely disregarded and none of my concerns were answered.

I then called customer service and spoke to Siobhan. She was mostly helpful and told me that she would quickly call the Crawley store to find out what had happened. She in fact did not call me back. I had to call back 3 hours later and speak to someone else as Siobhan had gone home and decided not to tell me that a refund had been agreed with the store. I asked for confirmation in writing but was assured there would be no questions asked and I just needed to take the original receipt and ring back to the store.

Of course.. there were many questions. Apparently no one had called the store, I had not been given a reference number and the employees had no clue what was going on. I then had to call customer service AGAIN myself whilst stood there in the store desperately trying to find someone to just tell them that a refund had been agreed.

The situation was eventually confirmed and just before getting my refund, they brought out another ring with a sheepish "just before we do the refund we do have the new ring here it seems like the one you picked up last time was a mistake or communication error". I had to hold my laughter at this. The whole experience had been nothing but communication errors. I told them thank you but I am completely done with their products and went ahead with the refund.

Happy result in the end but my god I had to fight tooth and nail to get it. Researching my consumer rights, arguing with customer service to actually read my emails, 3 train visits to a store not even local to me, chasing various representatives. It was insane and so so poorly handled. Not to mention the laughable quality of a repaired ring that broke mere hours later after I was told it was my fault the first time. The whole event is beyond words and I cannot tell enough people to whole heartedly avoid this company.

Placed an order for a ring in July
Was told there was 6 week to make
Now over two months still have no ring and same excuse
It’s being made and takes time
Will never use Ernest jones again

Good experience over all, I had to take the watch back I had bought on line with Ernest Jones to have some links removed as it was to big for my daughter, the assistant said she couldn't do it as it was bought on line, I don't know why this would have been an issue, but then a very kind lady appeared from the back and said she could do it. So was pleased overall in the end with the service.

I was bowled over by the service I received from 3 shops across the country. Bluewater, Doncaster and Crawley. All ensured a quick, reliable and professional service for the purchase of my wedding ring. Thank you all, it is a dream!

Really good customer service! Great product knowledge and very friendly.

Staff were very helpful. I was buying a present for the Boss and they helped immensely.
Item was reduced so really pleased with the cost
The watch was so solid and perfect