Ernest Jones - York Avis 

I purchased a watch from the Ernest Jones York store on 24 April 2026. At the time of purchase, I was told it needed to be sent to the manufacturer for a replacement battery and that it would be returned to me within six weeks.

After waiting four weeks, I called the store for an update and was told the watch had arrived at the main depot and would be sent back to the store soon. I accepted that and continued to wait patiently.

When the six-week timeframe had passed, I called again and spoke to the store manager. He assured me he would look into it and call me back. That call never came. A week later, I contacted the store again, explained that I was still waiting for a callback, and was told the message would be passed on. Once again, nobody contacted me.

When I finally managed to speak to the manager again, he explained he had been involved in a car accident, which I completely understand and sympathise with. He told me he would do everything he could to get my watch back to me before an upcoming wedding and promised to call me the following day with an update. Once again, I never received that call.

When I contacted the store again, I was told the manager had been admitted to hospital and hadn't left any notes regarding my case. While I genuinely wish him well, I find it unacceptable that there appeared to be no handover and no one else took responsibility for keeping me informed.

I was then dealing with Pauline Smith in Head Office Customer Services, who told me she had sourced a replacement watch. Unfortunately, when it arrived, it was completely the wrong watch—not the one I had originally chosen and paid for. I contacted her requesting either the correct replacement or a refund, but once again I heard nothing until I chased it myself on 23 July 2026.

I eventually returned the incorrect watch to the York store and did receive a full refund, but only after nearly three months of constant chasing.

The refund does not change how frustrating this experience has been. I feel incredibly let down by the lack of communication and the repeated broken promises. I lost count of the number of times I was told someone would call me back, only for that call never to happen. Every update came because I took the time to chase it myself.

What should have been a straightforward purchase turned into months of stress, uncertainty and disappointment. At no point did I feel like my custom was valued or that anyone was taking ownership of resolving the issue. I shouldn't have had to spend almost three months repeatedly chasing a watch that was supposed to take six weeks.

I expected far better customer service from Ernest Jones, especially given its reputation. Unfortunately, this experience has completely undermined my confidence in the company. Although I eventually received a refund, the time, effort and frustration involved were simply not acceptable, and I cannot recommend Ernest Jones based on my experience.

I ordered a 18ct extra heavyweight 4mm wedding ring, supposed to arrive in 2 days but took 5 days. It only measures 3mm and is not heavytweight. Very disappointed will not use again or recommend.

The last time I wrote on here it was to leave a poor review! However I am now pleased to leave a glowing review!
The watch I bought just before Christmas and about which I left a very poor review has-been exchanged by two charming members of staff at the Outlet centre and I love my new watch and the earrings which were included in the price refund from the original purchase.
Thank you Ernest Jones for reading and acting on my first review. Satisfaction all round !!

Outlet centre

Yvonne in store was absolutely brilliant. So helpful and genuinely nice. Helped us find what we were looking for. Thank you

I bought round hoop sleepers, gold it said, tiny things which went onto make ears very very sore, seems not gold as l am allergic to sterling, fake etc, thought gold!!, safe, sadly not

I bought a diamond channel ring on the 7/7/24 which we are having made and I would just like to say how helpful , polite and honest Charlotte was she had a wonderful presence, we learnt it was her last day with Ernest Jones’s York branch and she will be missed, just like to wish her well
David and Caroline collier

Very pleasant and helpful service provided by Eleanor today. She took the time to understand my requirements, Eleanor was engaging and intereste din what I had to say. Excellent systems and product knowledge, and nothing was too much trouble.
Thank you veyr much Eleanor.

Highly delighted with our purchase. Eleanor was wonderful, she was extremely professional and helpful and made our experience one we will cherish.
Many thanks.

Great experience with you guys. Can’t wait for my order to arrive.

Bought a lovely necklace that was a great deal and served by Kate who was very helpful 😊

We bought online, but this was following fantastic service and advice in store from a lady at store in York designer outlet. We went home to think about it and talk to our sons about colour they wanted. We decided to buy but did not have the time to drive an hour again to go back in store. This was definitely the lady in store sale and it’s a shame that she hasn’t been given the sale. We had not even thought of buying the brand we settled on. Thank you ☺️

My partner and I visited Ernest Jones on 29th December whilst staying in York. Eleanor was a great support in helping my chose my wedding ring; patient, listened to what I wanted, friendly and knowledgable. Thank you Eleanor. Dog friendly too!

Came to buy 2 wedding bands, Leah was amazing throughout and helped me make my perfect ring as none fit, my partners has just arrived back just waiting on mine now. Thank you again.

Brought a ring and a watch from the York store last Sunday. Eleanor was fantastic as she was very attentive without being pushy. A very pleasant experience, my ring has arrived in the post with no problems as they did not have my size in store. Would recommend using the York store.

Amazing website to use and great quality. Very trust worthy jeweller

Bought a watch from the York store 22 July and the lady who served us was so helpful and nothing was too much trouble. I think her name was Leah and although she was only young she was a great help. Very pleased withy purchase and the customer service xx

Outstanding ! Extremely helpful, polite and professional girl - Thankyou so much Eleanor

Poor after sales. Keen to get you out of the door with a promise after taking your hard earned cash but two months my partner is still waiting for the ring I bought her. Makes me feel an absolute failure having recommended them in the first place.