July 2025 by Phil Hazleton
Nice shop
July 2025 by Sheeba Bhagat Dawar
The worst store ever! The staff needs some serious customer experience lessons. So rude and inattentive! We went to the store to buy an expensive watch but for 15-20 minutes noone attended us, I then approached a salesman and who extremely rudely said I am attending to another customer. His words and tonic were so toxic not something you expect of a salesperson. It's something that I have never experienced, offensive, belittling, and of course RUDE!! I thought I was the only one to experience this and then read recent reviews!! I hope the management and owner are reading this!! Of all the times, when you are selling expensive goods, you need to be polite and warm!! I wish I could get the name of that man for people to know and beware of. From his face, it seemed like he hasn't smiled all his face!
July 2025 by House Of Talent
I walked into the showroom to purchase a Tissot T-Race and waited over 15 minutes ? not a single acknowledgment, despite only two staff present in that big showroom, One was shockingly rude (Male), and the other seemed completely under his shadow(Female). We gave them the benefit of the doubt, but when my partner approached the man directly, he blatantly ignored her for no reason. That was the moment I realized: no product is worth being treated like this.
There are countless places where customers are respected ? this clearly isn?t one of them. If that man holds any shares in the company (which seems unlikely), it?s time he seriously rethinks why he?s involved. If not, even more reason for management to take action. For a brand that stands for elegance and precision, this kind of service is unacceptable and damaging to its reputation. If I were running Earnest Jones, disciplinary action would be the bare minimum. A completely disappointing experience that lost not just a sale ? but long-term trust in the brand and that will definitely be conveyed to the entire circle.
June 2025 by Ranbir Mehta
Excellent place to shop for quality watches
June 2025 by Noemi
star
?The staff implied my gold bracelet was fake when I went in today to get my 24ct bracelet repaired. One of the staff said it outright! and the way she talked made it very clear. That?s not just unprofessional, it?s offensive.It is a shame I didn?t get her name however the management can check who was on duty today and needs sorting out her attitude.?Don?t Judge the book by its cover?
June 2025 by Chantelle Morris
Want to say a massive thank you to Annmarie in the Merry Hill Store, for her amazing and professional customer service. From the moment we walked into store we were greeted with a friendly face, there was no judgement as I was dressed for running errands.
There was no ask too big, she happily handed me all the rings I wished to try without any hesitation, we were made to feel so at ease and we lost track of time in store laughing and sharing our love with Anne and her staff. I can?t thank Ann enough for the encouragement she gave and the advice which helped me secure the ring ? ? we were treated so kindly provided with procescco to mark the wonderful occasion. Not only did she get the ring delivered next day but and the experience so easy and stress-free and Ann went by above and beyond by posting me our purchase receipts so we did not have to journey back. A huge thank you ?? and we will be back for our wedding bands. Customers service like this is rare these days and coming from a retail back ground it was a pleasure to experience such a luxury service experience!
May 2025 by Samantha Kelly
I have just purchased a couple of watches for my daughter?s birthdays. We were served by Sonia who was very kind and helpful. Went out of her way to make sure they were happy with their choices and that they fit just right. Thank you very much!
May 2025 by Fawzia Ahmed
This is my second bad experience at this store. I have been visiting Ernest jones Dudley for many years and so has my family and we?ve always been treated with respect. On These two occasions I?ve come across a new young lady who has been very unhelpful and makes you feel like crap when visiting the store. I purchased my ring a few years ago and have the platinum warranty since 2023 I?ve not had my rings cleaned till this year 2025 as they seemed like they needed a clean. I went into the store and asked her if she could give them a clean as she was the one who approached me I explained I have warranty and want them cleaned she huffed about it and said ?I don?t know what you mean? so I told her I have the plan and am entitled to have it cleaned then she went into the back and said I?ll see what I can do and laughed. She came out and said ?I?ve done it, it was only dish soap and a brush that I used which you can do at home?. That made me feel stupid that I paid for a plan when it wasn?t actually needed as they don?t tell you it?s only dish soap and a brush that they use. Today I?ve gone into store after a house move and I?ve lost my plan during that and have asked if I can get a print out of the plan as that?s what I had been instructed to do by the insurance company. I?ve gone to the branch and was greeted by the same individual she was unsure what she can do so called her manager who was very helpful, my issue wasn?t resolved but there wasn?t anything he could do. I left the store and returned and was greeted by another colleague and explained the situation and asked if I could read the plan as I was unable to get the pack to take home and he agreed and asked me to take a seat and read through it. She then came over as I was trying to take a seat and started asking questions as if I was doing something wrong bearing in mind someone was already dealing with me so she did not need to interfere and made it out as if I was not entitled to read the plan. I am a paying customer and she made me feel like I?m theiving. I felt so uncomfortable at that
moment in time and she kept walking past constantly but the gentleman was very nice and let me go through the plan, the manager then came out of the office and asked why I had returned and I informed him I?m just reading the plan and he did not express any issues with that either. The bad experiences on these occasions have left me not wanting to visit this store again in the near future.
May 2025 by Mathanraj Viveganandan
Ollie and the store manager Annmarie is providing a 1st class customer experience.
April 2025 by tracy lowe
Can highly recommend the place. Jay went above and beyond for me. Thank you
March 2025 by M Hooper
Oli in the Merryhill store has been great today and helped with a watch purchase. Very nice guy who is both polite and really helpful.
March 2025 by Emma Bishop
Always helpful and far less pushy than other jewellers in merry hill
March 2025 by Katie Edginton
Tried to sort my ring out which has been going on monthes.
Spoke to a lady called Christine who was absolutely disgustingly rude to me and belittled everything I said. I was on the phone to head office to try and sort this whilst still in the shop. She asked me if she could speak to head office on my phone to further blame and belittle me on the phone about the constant issues with my ring being so faulty. I've never felt so upset or humiliated in my life. She really shouldnt being doing customer service.
February 2025 by Mohammed Qabeer
I recently visited the Ernest Jones store with the intention of purchasing a Tissot PRX Powermatic 80, and I had the absolute pleasure of being assisted by Tracey, the assistant manager. My experience from the moment I walked in to the moment I left was truly outstanding, and I feel compelled to share my gratitude.
Tracey was incredibly helpful throughout the entire process. She guided me with genuine warmth and professionalism, making me feel valued as a customer. I was unsure whether to go for the 35mm or 40mm version of the watch, and her constructive advice and patience in allowing me to try both options made all the difference.
Not only did Tracey help me find the perfect fit by skillfully removing some links to ensure the watch was comfortable, but she also went above and beyond by activating the manufacturer's warranty on my behalf. Despite my initial skepticism, she thoroughly explained the benefits of the 5-year platinum warranty, and I was so impressed by her knowledge and transparency that I decided to purchase it.
Tracey's impeccable service and dedication to customer satisfaction deserve the highest praise. Her friendly demeanor and the genuine care she showed made my shopping experience exceptional. She made a potentially daunting decision incredibly easy and enjoyable.
Thank you, Tracey, for making my experience at Ernest Jones so memorable and for providing such exceptional service. Your efforts are truly appreciated & you have gained a customer for life.
Second visit 02/02/25
I needed to get the links readjusted, so went back to the store, and the process was incredibly smooth. The staff were pleasant, and the adjustment was hassle-free and easy. I'm very pleased with the level of service and provided this time by Laura. Highly recommend again. Thanks Laura.
January 2025 by sam malik
very unprofessional and unhelpful staff should open their eyes when giving customers their items i?ve been given the wrong warranty card for my watch and now they say it doesn?t come with a warranty card & its not very important it?s all registered online bla bla.. but these watches always do come with a physical warranty card and they mixed up my card with another watch and now making excuses like we been very busy on Christmas so we might gave your card to someone else its mixed up but don?t worry its register online ?? don?t worry ?? i have paid for this watch so i should not be treated like this and you should give me my warranty card for my watch that belongs to me because i paid for it. 0 stars if their was an option, careful when purchasing anything from these guys always check everything yourself to make sure because they wont.
