Ernest Jones - Greenhithe Avis 33

Good quick service

From the moment we walked into Ernest Jones (at Bluewater) we were greeted by Johanna to see if she could help us. She kindly took us over to look at the 9 carat gold earring studs.

Joanna was professional, friendly and extremely helpful. She went above and beyond to help us find a pair of earrings for our daughter‘s birthday, which were ‘sealed’ to enable them to be returned.

I took my engagement ring in for resizing. They told me it would be a maximum of a 2 week wait. 3 times I called during the second week to enquire about where my ring was. Each time they assured me it would be in tomorrow/ if not the latest would be the Friday. I explained that I have my engagement party Sunday and wanted to 100% make sure I would have the ring. Each time they told me no problem, latest arrival would be Friday but that I 100% would have the ring back by Friday and in time for my engagement party. Friday comes around. No correspondence at all. I call come 5pm. I was spoken to in a negative way and told that they wouldn't have my ring for at least another week and "why would we have it" and told me that I should have taken into account the bank holiday weekend. I explained that 3 times I had spoken to someone in store this week and not one time had someone said next week. The lady on the phone was rude and blamed me. 3 times I asked to make a complaint. Each time she told me "they won't do anything". Each time I politely asked to make a complaint non the less and thay I had been lied to and will now look a fool for my engagement party. No apology. Just blamed me.

Johanna at the Bluewater store gave us amazing service when looking for a bracelet to match a necklace. Johanna was helpful, knowledgeable and friendly. Thank you.

My wife and I recently went to have our wedding white gold bands engraved (on the inside). These bands were originally purchased from Ernest Jones, so we thought going back as a loyal customer would be the correct option. We were wrong.

Ordering in store went smoothly. Delivery was before estimated dated. All looked good at this point.

We went to collect the bands and the engravings looked good too. However, on looking at the outside of the bands, it was evident that the white gold was now tarnished and looked closer to yellow gold; even the customer service assistant who was there agreed. Initially, they agreed this would be rectified, but from an apparent conversation with their manager, they pushed back based on the original photos taken of the bands (which were highly subjective, as they were taken from a specific angle and light) and argued they already had a yellow gold tint. They then tried to sell us their rhodium plating service at a 20% discount to rectify their mistake, certainly not the time and place to suggest this given the circumstances.

It is our mistake that we didn't take photos of our wedding bands beforehand, as we trusted it wouldn't come to a dispute, particularly given this is a routine service that's provided, so should be minimal risk.

The purpose of our trip was to pick up our wedding bands and have my wife's engagement ring serviced. In light of the above, we decided not to have the ring serviced there.

AVOID this jeweller for any engravings, or be prepared for damage to your ring and then a dispute. If you do decide to use their services, make sure you take extensive photos of your ring before committing, making sure the photos are not subjective in any way.

More than happy for the manager of the branch to reach out to me to discuss the matter further.

The staff were very patient and helpful, on the phone and at the store, today 10.7.24, I phoned the branch, with a query regarding a balance on my insurance card, the guy was very patient and helpful, and I was able to make another purchase (online, as they did not stock 1 of the items.

My husband bought for me an engagement ring from them 10 years ago, last August I took the ring to Ernest Jones for resizing as my finger got a bit bigger. After a week it snapped. I cannot describe how this upsets me, it is a memory and it was broken. They blamed the metal but they did not realise that was one of their rings. They asked me to supply documents to prove I purchase it from Ernest, I did give them the bank statement where it say how much we paid and which branch was. They offered me to replace it with one that was not even close to the one I had, smaller diamond, thin ring. I am still waiting to hear from head office about my replacement as they are understanding what is the value of my ring. I am very upset as there is no where written that I was risking to damage my ring by resizing and now I am stuck in a never ending waiting for someone to look into this.

My husband bought me a gold bracelet from the bluewater store 18 months ago for our golden wedding anniversary . I only wore this bracelet about six times usually going out for a meal it has not had a lot of wear and tear . But unfortunately it has snapped in half I took it back to the blue water store where the assistant was very unhelpful said the bracelet couldn’t be repaired . It is like a snake bracelet and then inferred I had been putting the bracelet on by pulling it open and not twisting it on I haven’t done that i told her. I usually buy my jewellry at Ernest jones but it has made me reluctant to shop there again . I emailed the customer services to explain what had happened as I don’t think 18 months is very long for a bracelet to last . But I have had no reply very poor customer service

My Wife bought a pair of earrings a couple of months ago for just under 140 pounds one has already broken in half, she took them back with the gift bag presentation box and what was inside a card receipt printed with Ernest Jones name, date, time, and auto codes etc which was still in the bag. She was told we cannot give you a refund as this is only a bank transaction receipt, there is also a bank statement with the same transaction on it and a witness a work colleague who was present at the time of purchase. But they insist it has to be the original item receipt. I have contacted the customer service dept only to be told the same, er excuse me not according to the consumer protection act 2015 I assume as they are obliged to keep official records of transactions so they could cross reference this themselves in accounts. I will reply later today if the answer is still the same I will have no alternative but to elevate the matter to Trading standards,then the small claims court. Why on earth do they think we are taking them back to this store if we had not bought them there?. Just to update, I called the number supplied below and everything should be sorted now.

Great customer experience had from Jane at the Bluewater store!

My fiancé bought my engagement ring from the same store back in 2017, however unfortunately one of the diamonds had fallen out due to what we found out was worn away claws. We took it in to the store to look at our options of repair. The store staff were accommodating and advised they send it away to their specialist repair team.

Unfortunately although the repair could be done it did not guarantee it wouldn’t happen again. Another option was to basically rebuild the ring but at the cost of the ring.

We went into the store to talk about our options with Jane the Store Manager and she truly understood our frustration and just wanted the best outcome for us as we were not happy with the result of rebuilding the ring. She advised we spoke to customer service who could assist with our options and look at what else could be done.
The customer service lady was attentive and understanding and agreed a replacement ring could be exchanged. She kindly called the store for us to arrange an appointment with Jane to confirm what we would like to do.

After some thought we decided a replacement would be our best option. Unfortunately my engagement ring had been discontinued so when we went back in to the store Jane helped us find the closest match.
From the moment we started speaking to Jane, she was an absolute star, she truly embodies amazing customer service. Her knowledge of rings, metals, clarity, care etc. helped us in the hunt for the perfect ring. Jane even ordered some options for me in my size to try them on so that I was absolutely sure on the ring I wanted. In the end we agreed on a ring and it was beautiful! What at first seemed to be an extremely stressful situation in the end turned out to be great. We have even received follow up emails from Jane to make sure we are still happy with the ring and because of our cover we can pop in to the store at any time for them to have a quick look over to make sure it’s all okay.

I couldn’t recommend the Bluewater store enough! Especially Jane, she was amazing!

I had my watch batterie replaced for my Armani watch which was bought for my 21st birthday, Wore the watch no more than 4 times, was always in its protector case and box, Brought the watch it in to Bluewater store they said it had to be sent off to get the batterie fixed, came back a couple weeks later to pick it up, was excited get it back and I went to the store and they put my watch that was in plastic bag on the counter, I opened and the whole watch was covered in scratches all over the metal strap, was in horror when I see it, the person behind counter told me it was already there through wear and tear, I said Ive wore the watch no more than 4 times I know what condition it was in and when I left it with then it was near mint, what I got back was like someone used brillo pad to clean it was awful to look at, lady took it in the back to try and buff out, staff was as helpful as they can just didnt know how to fix problem, she came back and it just wasn't any better, I was shocked it wasn't so much there fault who ever they get to service and repair are in my eyes showed no care for there job, for this reason I will never go in and Ernest Jones again and haven't wore my watch since, shame because it had such sential mentle value to me, I paid just over £54 to get that batterie changed they offered me discount which wasnt much, if I could of given it 0 star I would, if you want you watch fixed or repaired don't bother in Bluewater store absolutely shocking.avoid at all costs!!!!!

Ordered a Tag watch online to be delivered to store. Arrived quicker than I expected which was good. Went to collect it but wasn’t offered the bracelet to be altered just packed up and put in my hands like they were in a rush for me to go.

Excellent service, bracelet not in stock, delivered to my home next day

Great service online kept upto date when parcel was being dispatched and delivered and beautifully presented would definitely use again x

The lady was so friendly and informative she helped choose the right rings and the process was so easy and pleasant

I do not have a problem with staff who sold me a diamond pendant.
The after sales is absolutely rubbish, I spoke to the manager at the Bluewaterr branch, asking for a detailed itemised invoice, the answer I got go online.
This type of answer is to convenient for members of any company to fob you off.
There is no way that I can get any information as to the pendant on Ernest Jones web site.
There is no way I will recommend them to anyone.

The lady in charge(manager) seemed in a bad mood. wasn't interested in customers just telling sales assistants what to do. This made the sales assistant very nervous who nevertheless was excellent in her help.

Customer service excellent well informed member of staff help my wife pick a new wedding and engagement ring Good price came away very happy.

I was buying my fiancé’s wedding band and found Earnest Jones in Bluewater. I have used them before for watches and the engagement ring.
I met Kelvin, a member of staff who was extremely helpful and found me the perfect ring.
I found a discount that was available and he applied it to the ring without any issues or resistance. I was really impressed by him.
I can highly recommend Earnest Jones as a result of his customer service.