Review Time
I ordered a Seiko 5 Sports 42.5mm Black Dial & Stainless Steel Bracelet Watch on Tuesday and selected express delivery, with an expected delivery date of Thursday. The watch was intended as a gift for my son, so the delivery date was important.
After receiving only the initial order confirmation email, I had no further communication. Then, late Thursday morning — the very day it was due to arrive — I received an email informing me that the order had been cancelled due to stock issues.
Cancelling an express order on the day of expected delivery, with no prior notice, no apology, and no attempt to offer an alternative solution, is extremely disappointing and unprofessional. If there was a stock issue, this should have been identified and communicated much earlier.
Very poor customer service and a frustrating experience. I would not purchase from Ernest Jones again and would not recommend them to friends or family.
My wife's wedding ring needed resizing prior to our wedding.
That seemed to go quite smoothly. However, shortly after the wedding the ring split. We took it back to the store where they said they would get a workshop to do a repair. We were surprised to learn that the workshop decided my wife had damaged the ring herself despite the fact her engagement ring which was more delicate and sits adjacent on her finger to the wedding ring was not damaged.
After a bit of pressure, they agreed to do us a favour and make the repair for free. Despite the fact the rent is only 4 months old at most and completely ignoring the fact the ring has already undergone work when it was resized and that that was potentially more likely cause of the ring breaking.
That was 10 weeks ago. We've had very poor communication. The store have never rang us. We have always had to ring them. We still have no date when the repair will be completed. The company seem to not care a jot, that a wedding ring is probably the most important item that they sell to their customers. We've been on our honeymoon. Had our first Christmas and valentine's Day as a married couple without the ring.
They did not want to hear about a refund or compensation as they truly seem to believe they are doing us the favour.
Avoid avoid avoid.
I bought a bracelet as a gift for my wife on Christmas Day, and just two days later, while she was getting ready, it broke and fell off her wrist. Given that it was only used for a short time without any excessive force, we decided to return it to the local store. Unfortunately, the staff seemed uninterested, only pointing out a tiny amount of red fluff in the links as the cause of the issue. They offered a paid repair that would cost nearly as much as the bracelet itself. When I mentioned that the item clearly wasn't durable enough for regular use, the staff member looked again and found more of the same fluff in other links. I understand that items can be insured, and I realize that if my wife had purchased it herself, it might have been, but this was a last-minute gift. I expected a more understanding response from your team, especially since the item was just two days old and used normally. The staff at the local store were not helpful and seemed focused only on selling a repair. I suspect that you will support your staff in this situation, as they appeared to be following a script. However, I can assure you that I will not be returning to this service, and I will share my experience with others.
I visited a local store but felt let down. I purchased a bracelet as a gift, but the presentation was quite disappointing. The box had two small holes for earrings, and the bracelet was not secured properly, making it unsuitable for gifting. The customer service was also lacking; the assistant seemed uninterested and didn't greet me or thank me after the purchase. It felt like she was more focused on selling insurance. Overall, it was a disappointing experience.
I visited a local store today to exchange a faulty necklace purchased online as a Christmas gift. The chat service had already informed the store, so they were prepared for our arrival—very professional and efficient. The staff, two experienced ladies, were helpful and courteous. They even took my wife's rings off her fingers and cleaned them for free while she selected a replacement for the damaged item. It was refreshing to receive such friendly, helpful, and professional service—just like the good old days!
I visited a local store but felt disappointed. I bought a bracelet as a gift, but the box it came in was quite underwhelming. It had two small holes for earrings, and the bracelet was loosely placed, not ideal for gifting. The customer service was lacking as well; the assistant appeared disinterested and didn't greet me or thank me after my purchase. She seemed more focused on selling insurance. Overall, it was a letdown.
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