Ernest Jones - Kingston Reviews 20

I would like to give a huge thank you to Ernest Jones Kingston for their help and patience with helping me choose the most beautiful engagement ring!
Initially Matti Joo helped me to pick the exact ring style that I was looking for-she was kind, friendly and not pushy which was so reassuring as I did not want to feel pressured but she made me feel relaxed and at ease. A smaller size was ordered and then it was Chris who was really friendly and assisted me when I wanted to try on a different ring just to make sure that I had chosen the perfect ring. He was patient and kind to me. I had been unsure with the size of the ring that I needed and was getting confused with the exact size that I needed for me - it was then Manuel who was like a guardian angel!! I had been quite stressed with the size of ring and had ordered some online- Manuel from the very beginning was knowledgeable and reassuring- his expertise guided me to choose the correct ring size. His patience was wonderful and he really helped me- I can't thank him enough!! I have the most beautiful ring and I am so grateful to Ernest Jones Kingston- you are all a real credit to the team and I hope that you are praised for your excellent customer service by head office!! As you really should be!!

ABSOLUTELY TERRIBLE CUSTOMER SERVICE.

A diamond has fallen out of my wife's 3 yr old eternity ring and it was sent to the repairers to be assessed via the Kingston-on-Thames store.

We were contacted to say it was my wife's fault that the stone had fallen out as the ring had been 'heavily worn' and 'not maintained'. They also said that there were gouges in the fitting, suggesting that we had caused the stone to fall out. Basically Ernest Jones are adamant that the damage is our fault.

Considering the ring is worn occasionally and her engagement ring (over 4 times as old, never removed and also from Ernest Jones) is still perfect. We have suggested that it is most likely a manufacturering fault and we are not prepared to pay for that.

During one phone call, my wife was indirectly accused of lying as if to suggest that we had in fact damaged the ring when that is absolutely not the case.

A bit of understanding and maybe a little compromise with the cost of repair would have been enough to resolve this issue as far as i'm concerned but the bullish, unsympathetic and frankly rude attitude is about as far from what anyone would expect from any customer service.

What a terrible way to treat repeat customers. We both love the engagement ring and the eternity ring but will certainly not visit Ernest Jones in the future due to this dreadful experience.

Amazing customer service.

I visited the Kingston, Bentalls Centre store today to collect a watch that had been away for repair.

Unfortunately due to train and bus strikes the manager was delayed with the keys for almost 1 hour. Despite this as soon as the manager arrived the staff (Kadija, Stefan and Fay) went above and beyond to process my collection ahead of their standard opening procedures - thanks it was really appreciated. They are a credit to your brand and it was an absolute pleasure chatting with them whilst we waited for the store to open.

I have never experience such great service and value as I did at this store. The staff were excellent. I took my watch band in for a repair. I had already tried 6 other jewellery stores in Richmond and Kingston including all other Omega dealers. No one could fix my watch in months (12 weeks was fastest other option). Parts were going to take time as well. But at Ernest Jones in Kingston they ordered the parts and spares and texted me 3 days later saying the parts were in. They fixed it in a few minutes including replacing other worn but not yet broken parts. They cleaned my watch and wrote a quick insurance note for me. I was expecting to pay at least £100. They charged me £2. Yes...that is not a typo. £2. I will buy all my jewellery from there henceforth. Thank you E&J.

I was very impressed by the service I received

Excellent service, very happy with my purchase.

Excellent experience and visit as always to the Kingston branch. I dealt with James who was knowledgeable and was great with recommendations knew exactly what I was looking for! Actually ending up buying what he had recommended as it was much better suited!

I lost an Omega Seamaster which was of great sentimental value to me and was given a voucher to replace where possible. I decided on Ernest Jones at the Bentall Centre in Kingston upon Thames. I was treated with the utmost respect by all the very courteous and professional staff at the outlet. The advice given to me I believe was sincere and based on really good knowledge of the product. Once a replacement was decided upon the matter of payment and servicing advice together with the super presentation of The Omega travel box was absolutely in tune with the high quality and luxury expected when purchasing expensive items. They are a credit to the world in this case of Swiss watch making. The whole experience was very pleasant and actually exciting.

Very happy with the experience of buying my second sea master. Thanks again.

Great staff, very helpful and welcoming. Gave us the low down on an upcoming special wedding ring event when we were browsing wedding rings which encouraged us to come back and buy on the day of the event

Good customer service and, equally, a nice piece of jewellery.

They were excellent. Especially Lucinda from the Kingston branch in London.

Helpful and professional service. Would recommend to a friend.

I am a Filipino guy from Philippines who never expect being valued as a customer and treated with respect. On that day, i was about to return the watch i bought online but what made me change my mind is the kind of service and support. Hopefully if i am not mistaken, it was James from Kingston Bentalls who helped me. Thank you so much.

The assistant that helped with my wedding ring was very helpful and managed to get the ring to me in 2 days which was fantastic!!

Great service - such a helpful member of staff, who even entertained my 4 year old with magic tricks which i was making my mind up re which jewelry to get as an 18th birthday gift - really went over and above what I expected. Was also very patient as I tried to make a decision and then last minute I changed my mind.

I purchased a Rado watch online for my partner, which he disliked therefore I returned it in-store because I was in the area.
I waited 20-30 minutes outside the store due to the covid restrictions, an Asian male assistant noticed that I was waiting a while therefore kindly offered me a seat .
I was finally served by a white male assistant; he was extremely unfriendly and unapproachable. I like expensive jewellery however tend to dress extremely casual, I felt judged due to this. When processing the refund the assistant spent 20 minutes analysing the watch, I was asked if it’s been worn, which I responded no; he noted that there appeared to be scratches and had to run it by the manager. When he returned he informed the lighting in the shop gave the watch illusion of scratches!!! I suggest that the shop lighting be changed if this is the case.
I disapprove of being judge for being a casual dresser, shopping in pretentious shop.
I did not feel good and will not be returning.
Would the service been different if I was white middle class?

Helpful, friendly assistant - who took care to get advice herself from her manager where necessary - and admirable Covid precautions.

Excellent service from the team at the Kingston branch. The sales assistant was very knowledgeable on Omega watches. I would highly recommend