Ernest Jones

Received amazing customer service. The gentleman named George was extremely helpful. I work in retail banking and therefore providing great customer service is my primary role, and I can say, the service I received in this store was probably the best I have every witnessed as a customer.

Would give more then 5 stars if possible!
Had an issue with one of the claws on my engagement ring and the store manager Sam went above and beyond to sort everything out. So so grateful and so happy to have my stunning engagement ring back!

Went into the shop seeking to purchase a wallet as an Xmas present. Asked a male member of staff to view the wallets in the window and he told me he can only bring 3 out at a time. I said to the member of staff I only wish to see the wallets as he brought out a card holder too and he gave me a look as if I was an inconvenience. I asked him if everything was okay and he turned round and said “you’re annoying me”. What sort of customer service is this? I was willing to spend £500 on this wallet as a present but now I will be going elsewhere and complaining to head office.

Just got a great watch and was given a discount by the manager as I had to wait outside for 30min, (worth the wait) very helpful staff and a good selection of watches

PALACE GARDENS ENFIELD

I took my watch in to get an estimate for a service on 15/12/21
I was told an estimate could take 3-4 weeks and once I had agreed to the estimate a possible further 6-8 weeks to get the watch back
14 weeks later , I have chased for an update on my watch .
I spoke with a very polite lady called KAREN
She informed me my watch was NOT back , it was due in today 24/03/22 She would email BREITLING and would phone me once the post had been .
Having heard nothing I chased up again to be told by KAREN very politely thank the watch was due in today but it would now be tomorrow
AND I could BOOK an appointment to collect my watch on Saturday.
The service on my watch is £1530 which is what I would expect to pay for a service , however what I had hoped for was a better service from Ernest Jones ENFIELD

As the customer why am I chasing up my watch?
. When I have been told they will contact me then to be told company policy I have to BOOK AN APPOINTMENT. To collect my watch after a simple service !
I had the original service receipt , I have photo I’d and having just experienced pretty rubbish service the final insult was to be told I need to”book an appointment “.
Is this in order to try and make the service somewhat more personalised or exclusive ?
KAREN did apologise if Viking an appointment was offensive , but this was the final insult after sloppy service
I like watches. I have NEVEr had to book an appointment with either Cartier or Panerai , to drop off nor collect an item yet Ernest johns an overage lower end high street jeweller needs an appointment for me to collect my watch
perhaps Ernest Jones ENFIELD. Should focus on
1/Give The correct waiting time when booking the watch in

2/Monitoring and chasing the watch and the return date has passed the deadline

3/Providing the customer with an accurate update on the watches progress

4/ When informing the customer they will phone back. They do so

In short DO NOT OVERPROMISE AND UNDER DELIVER”

VERY DISSATISFIED

Staff are absolutely gorgeous, yummy and very professional. They do the store credit and manage to project decorum and service to perfection. Keeps me coming back.

Susan, vickie, Karen, are an asset to your company. Extremely helpful and had the knowledge of the product

Great team of people all willing to help and go the extra mile they helped me pick the perfect product couldn’t have been more happier.