Ernest Jones - Enfield Reviews 

I am extremely disappointed with the service I received from Ernest Jones (Store No: 3011, Enfield – 29 Palace Gardens, EN2 6SN).
I purchased a watch for £379 and have been paying monthly for their insurance for the past 10 months. The main reason I accepted this insurance was because it clearly states that it covers accidental damage.
Recently, I was in a accident while wearing the watch, and it was damaged during the incident. I provided clear evidence, including photos showing the injuries on my wrist at the time.
However, I was informed that my claim was rejected. This is very concerning, as the situation clearly falls under “accidental damage” as stated in the policy.
What made the experience worse was the way this situation was handled by the store. The Store Manager, Kalina Daullja, was involved, and during a recent phone call, the conversation was handled in a very unprofessional manner and the call was abruptly ended.
I am also concerned that the information provided to the insurance company may have been incomplete or inaccurate, which may have contributed to the rejection of my claim.
After paying insurance for nearly a year, being asked to now pay £180 for repairs is unacceptable and feels extremely unfair.
I trusted Ernest Jones when making this purchase, but this experience has seriously damaged my confidence in the company. I will now be escalating this matter through formal complaint channels.
I strongly advise others to carefully review the insurance terms and the level of support provided by this store before making a purchase.

I purchased necklace from Sarah in the Bedford branch. It’s not the first time I have purchased from her. She’s always very polite, professional and very informative. A great asset to Ernest Jones. Thank you

Rubbish experience staff were abrupt and rude in the enfield store no customer service skills at all

We purchased my engagement ring from the earnest jones in Enfield in December 2023 - earlier this month (November 2024) whilst I was in the office the stone fell out - it’s less than a year old! I took it to the shop where the lady (manager possibly) was very rude and unhelpful. I suggested it must be under warranty as it’s less than a year old - they called today to say it wasn’t covered as it was ‘wear and tear’?! It’s less than a year old?? And I work in an office, it’s not like I’m digging 12 hours a day. They wanted £250 to repair it. Absolute joke. Crap quality and service - AVOID.
Just to add, they were quickly to sell insurance when we got the ring but will only look at the insurance (which is paid monthly) if we bring in a physical booklet. In 2024 they need physical paperwork to look at insurance. We have this but again, shockingly backwards service - join this century earnest jones. No wonder you’re all going out of business

Bought two rings from them. First in Lakeside shop. Delightful experience. Lovely product. A year later wanted to buy matching ring. Went to Enfield store. Happy to find same ring. Within two weeks a diamond fell out. Rang to ask what could be done. Met with extremely RUDE response, did I buy their insurance? This was not an insurance claim. The ring was faulty, as a consumer I have the right to return a faulty item for a replacement. This seemed totally beyond the extremely rude and unhelpful manager’s comprehension. Eventually after yet again trying to ‘upsell’ their insurance products we were told as a ‘good will’ gesture, the ring would be replaced. This business offers no guarantee or warranty on their products. Beware! They are just trying to flog unnecessary insurance, when a consumer is covered legally by law if a product is faulty. Plus some staff training might not go amiss. Never shopping with them again sadly

Bad quality, tarnished very quickly. I got few earrings, bracelets in gold and rose gold. All turned yellow and I barely used them even kept them in airtight containers. For the premium price you pay its very bad quality. Disappointed.

I purchased an engagement ring in July for my fiancée. The ring was in the sale and I paid £635. The ring was too big so we went to the store and had to have the ring refunded in order to order the smaller size. I was charged 10% deposit for this new ring, whilst also having to wait 5 days for my refund. One week after, we had heard nothing so went to the store, only to be told that the ring we had ordered was out of stock and shouldn't have been ordered by the store in the first place. We had no contact from anyone about this, it took us to enquire to find out. If we were told at the time of ordering the smaller size, that it was out of stock, we could have gone online and shopped again in the sale for an alternative. The sale has now ended and we cannot do this. This is appalling customer service. You still have my deposit, and have not mentioned to me about refunding this. You offered a £20 gift card for the trouble. However £20 off of a ring that should have been £635, which is now £1250, makes no odds at all. Avoid this shop at all costs.

Received excellent Customer Service from Earnest Jones, Enfield with Kalina showing professionalism and knowledge of the Gift I was buying for my Husband. Left with confidence in knowing that my Gift was (a) matched my Husband's taste and (b) insured Gift for the maximum period allowed with support & help from both the Shop & Online. Mrs M, North London.

Recently, we went to buy a pair of diamond earings for my brother's fiance at Earnest Jones in Enfield Town. We met a lovely member of staff whose name is Vicky. Vicky is very custoner oriented and knowledgeable. She answered all our queries enthusiastically and helped my brother in many ways to find a lovely pair of diamond earings for his fiance. We certainly recommend Vicky and this branch to all potential customers. Thanks very much Vicky once again. Ms C and Mr T (London).

Arrived at store today to pick up a pre ordered ring. Was informed by email my colection was ready. Arrived at store today to find it closed, despite checking the website for opening hours. Just spoke to Emma at head office who said they "may have closed due to Covid". No website updated, no phonelines redirected and no signage at store. Complete lack of respect for customers. Also... how can you not know when one of your stores is closed !!!. Shop elsewhere!!!

Always very helpful and friendly staff highly recommend

Disappointing.
They promised next day delivery but I nearly did not get my order before my husband's birthday. As I have paid in advance for an expensive watch and left the shop with purchase receipt rather than an order number they nearly gave me a heart attack when they couldn't find the watch anywhere in the store. They shipped the watch last minute with a price tag that I didn't notice and it was 200£ cheaper than the price I bought it for ..and guess what ....my husband saw it !!!
Next day he went to shorten the bracelet and they didn't have the service available for more than a week. ...

Earrings exactly as shown.
Informed when dispatched
Great service from start to collection
Very happy with purchase
Many thanks

Excellent customer service by Alex the manager. Removed an embedded ring from my finger quite painlessly and helpful advice when choosing ratings. A lovely experience.

Lovely staff. Always helpful

before purchasing watch I was told I could just adjuste length accordingly from the but soon found out after purchase only few store can do adjustment which are further away.! very disapointing so wished I've known before.

Absolutely great service in the Palace Gardens Enfield branch. Staff very polite and helpful.