Ernest Jones - Stevenage Reviews 20

I travelled the UK before Christmas for a family visit, during which time I searched for a present for my wife.
On finding a particular watch model on your website, I contacted the Stevenage branch too ask if they had it in stock.
I spoke to a really nice lady called Emma who told me that they did not have that model in stock, but suggested that I try ordering it online.
I explained that I had to return home in a couple of days so could not be sure of it arriving on time. She then promised to do her best to locate the item in another branch and said that she would "look after me", I thought that this was a really personal touch.
Emma duly had the item delivered from your Plymouth branch, and I was able to collect it from the Stevenage branch before returning home.
My wife is thrilled with her Christmas gift.
The whole experience from the first contact with Emma to the service she provided in store was first class.
Please convey my thanks to this very professional and friendly lady.
Happy New Year from a snowy, cold Finland.
Keith

We recently purchased an engagement ring from Earnest Jones, and we couldn’t be happier with the experience! The staff was incredibly friendly and knowledgeable, guiding us through the selection process with care and attention to detail. The ring is absolutely stunning, and we felt valued as customers throughout the entire process. We highly recommend the Stevenage store to anyone looking for quality jewelry and exceptional service!

Rhiana was great, Very patient, helpful and a delight to deal with. We went home and purchased online, after our very pleasing experience.

Just had the best service and over the moon with my Tag watch repair so pleased
Took 6 weeks and it’s come back all sparkly and wonderful!!
Tag have put the watch in a great travel box
Love it and worth every penny
Thank you

Emma at the Stevenage store has been outstanding in her knowledge and customer service skills.
She has offered great information regarding engagement rings and been so helpful during the decision making process. Can tell from the stories she shared she has helped many in the same situation!
She also helped me with a necklace repair that didn’t quite go to plan, but her customer care turned the situation around.

The staffs are very patient and friendly to show the collections.

After buying an engagement ring from another store the diamond fell out within a week! I knew I had to go with a quality retailer. Thankyou Ernest jones for helping me with my purchase just when I needed you we love our new ring and will be purchasing our wedding rings from you

I sent a tennis bracelet for repair. The cost was extortionate so I told them to send it back to me and not to do any work. Nearly 3 months after sending it off, my bracelet was returned but now it had an extra break. The ridiculous explanation was that the repairers did not make a second break and somehow it had been ‘broken in transit’ despite being ‘put in a plastic bag, bubble wrapped then put in another plastic bag’. I asked for the entire repair to be completed free of charge as they had caused a second break, I had already waited 3 months and felt I should get some recompense for all the inconvenience. They refused. I asked who the repairs were done by as I would not want to use that repair company again, and was told it is ‘the diamond team’, not an internal reference apparently but a separate company that I was told I would be able to find on the internet. Of course I cannot find them. So I will collect my now twice broken bracelet and take it to a decent independent jewellers who has recently resized a similar bracelet for half the price and within a week. This peice was a gift from my parents so it is upsetting that I have not been able to wear it for so long and that it has come back from repairers in a worse state than when I sent it. It is not right that they damage jewellery that they are in possession of and although they say they will repair the damage they have caused for free (but nothing else) I don’t trust them to do so without causing further damage and delay. Although the shop staff were helpful and apologetic they don’t actually know who they are sending things to. I will not use Ernest Jones again for repairs or purchase
UPDATE- after posting this review I received the response below and contacted customer service. They looked into it and agreed that I should have both repairs completed for free. In august the bracelet was ready. It took 5 months in total. As they have resolved the problem I would give them 3 stars now, but the issue should have been sorted properly without me having to post a bad review and I would not use them again. Nevertheless grateful to the staff who helped including the assistant manager of the store who was helpful and apologetic even though ultimately powerless

Awful customer service. Three members of staff all wandering round trying to look busy, we weren’t even acknowledged when entering the store. The most junior was asked to serve us - she didn’t look too pleased, no smile or pleasantries. We did eventually purchase a ring and were told my size would be delivered next day. When I rang to ask if it was in I was told an abrupt no. No apology. We eventually got a text to say it had arrived but even when we collected it we got the impression they couldn’t care less. The ring is gorgeous shame about the customer service.

It was a wonderful experience on a bad day. The day we collected our wedding bands was the our second postponed wedding day and the staff there were so helpful, friendly and just nice to deal with I walked out feeling so much happier.
I couldn’t recommend the store highly enough!

The sales assistant who dealt with us was very helpful and friendly. We had to have my ring resized and wanted it back within a shorter than usual time period. The assistant put this request forward without making a promise which might not be deliverable, however the ring was ready for collection the day before we had asked for it.
The only thing I think could have been better was that when I was in the shop the day before I bought the ring, there was only one assistant to begin with who was dealing with another customer but did not acknowledge me or inform me when a colleague might be available and I waited at least 10 minutes feeling somewhat ignored

Staff at the store were extremely helpful, the incorrect size was ordered, but because my wife's fingers were swollen did not notice this until a day later. Store were then very good ordered correct size replacing the first item, very happy with replaced item staff were 1st class.

I needed to replace a watch battery for a Fossil watch. Options were very clearly explained to me along with the costs. Very friendly and welcoming staff.

Purchased a Beautiful diamond bracelet that was in the sale. The shop matched online discount so was a great bargain.
Very good service

Stevenage store amazing customer service very helpful :-)

Always high quality branded products and great service (with a smile)

Emma was amazing. She was so polite and made the whole experience wonderful. I kept having to get a smaller size engagement ring because I was so worried it was too loose and would fall off. Emma was very understanding and made sure I was completely happy.
I can't wait to go back to get the wedding rings.

The gentleman who dealt with us was very helpful all the time. The shop made sure COVID restrictions were enforced so I felt safe. It was a pleasant surprise and bonus to find, at checkout, that the watch had been reduced by 40%.