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- donski's review
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| Quality of service | 1.7/10   |
|---|---|
| Layout of shop | 4.2/10 |
| Value for Money | 2/10 |
| Reviewer Rating | 1.4/10 |
| Overall Rating | 1.4/10 |
By donski on 18th Mar 2008
| Goods purchased & cost | Engagement ring, £600 |
|---|---|
| Quality of service | 4/10 |
| Layout of shop | 7/10 |
| Value for money | 2/10 |
| Overall value | 5/10 |
 donski's recommendation | |
Store layout is quite good.
Company policy seems to be that in case of a problem the customer is always wrong.
If only I had found this site before shopping at Ernest Jones! I bought my fiancee a platinum band princess diamond engagement ring at EJ and within 6 weeks it had completely lost its shine and was covered in scratches. In short it looked ready to throw away! NOT what we were expecting after forking over the extra money for platinum instead of white gold. Having found this site and the problems other people had with similar rings, we decided to go back to the store and ask for a full refund. We spoke to the assistant manager who was not particularly helpful and told us the ring had to be sent off to be inspected by head office.
Two weeks later the results came back and as expected the report said it was "normal wear and tear" caused by the customer. However, this is where our story diverges from the rest because the supervisor we spoke to this time (a different person than before) was sympathetic from the start and was as shocked as we were to see how the ring had deteriorated. In fact, reading the results of the QC check he obviously disagreed with them and felt badly about the head office trying to shift the blame to us. After a few minutes of calm discussion with us he went to have a word with the store manager (who we never saw). Coming back, he agreed to give us a full refund and apologised unreservedly on behalf of Ernest Jones.
Imagine our surprise at this after having read about others' ordeals on this site and steeled ourselves for a long battle. All I can say is that we were lucky to come upon the right person as it obviously depends a lot on who you talk to. This person has partially restored our faith in Ernest Jones. However I'm afraid this is the exception rather than the rule.
To the folks who are struggling to get satisfaction I can only say be calm, use any weapon you can (Goldsmiths' Association, Trading Standards, Watchdog, Small Claims Court) and make it clear that you won't give up.
We have since had all our rings made by a local independent jeweller, admittedly at considerable extra cost but we are delighted with the service and final product which just looks far superior. So, it seems you get what you pay for.
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tiny turtle on 5th Sep 2008