Ernest Jones

We had ordered one of our engagement rings in another branch and had it send to the Guildford store. We were kept up to date with delivery and when it was in store to pick up. When we went to collect it, Alex was there on hand to serve us. He was very knowledgeable with the products and offered plenty of details to help with our decision We also mentioned another ring that was in a range due to be discontinued in the company that we saw in the other branch but he didn't have. He managed to track one down, ordered it in and sent it off to be resized. When the ring came back to store, the staff were there to ensure fit and style were suitable and that we were happy with our purchase. We know we wouldn't hesitate to go back to see Alex and get our wedding bands!

Tried three times to arrange an engagement ring appointment but had to chase each time as given callback time and day passed with no news.
Store staff seemingly completely disinterested in ordering in rings for viewing, no apologies given at any point for the time wasted.
First and last time I'll bother with this store, and possibly Ernest Jones too if this is indicative of the company as a whole.

Update:
Shortly after the review and response from Ernest Jones CS, almost as if by magic, I finally received calls about the rings we wished to view and that they would be in store the next day - unfortunately for Ernest Jones this was a belated effort, as we have since given our business to a competing jewellers in the Friary.
This was both down to my fiance finding a ring she was delighted with and the far more personal service offered.

Telephoned this morning to make an appointment to view watches. Very helpful and an appointment was made this afternoon by Jade. I met Jade who was both helpful and knowledgable. I was so happy with the service I purchased exactly the watch I wanted and am extremely happy with it. I thoroughly recommend Jade and her colleagues. 5 star experience

Appalling staff behavior. Left an engagement ring for resizing, was told that the whole process will take 2 weeks. After 1 week called the service to be told that after 1-2 days I will receive a quote. Another week passes and still haven't heard of them. I call and I am told due to staff issues the resizing will take 4 weeks. Employee started shouting at me when I said that I don't want to proceed with the resizing and that this is unacceptable service. When I asked how long it will take to have the ring back I was told minimum 1 week. Again I was shouted at and called a liar that I hadn't called the service a week before because it wasn't registered on their system. Employer did not address herself and when I asked for her name refused to provide it. Asked to speak with a manager but told was not there. Employee was speaking for minutes being upset saying the I wouldn't let her finish. Once she finished her saying and I was about to reply she hang up the phone to my face, twice. I explained that I need her first name only to be able to chase again and refer to who I spoke to if anything doesn't go to plan again, especially after failing to log my previous call on their system and implying that I am a liar and never called them the week before.

The assistant manager went above and beyond to help my husband with his red arrows watch such a helpful young lady

Fantastic team of staff who go the extra mile to assist you. Also, their after-sales service is great and they are more than happy to assist with online orders e.g. watch bracelet adjustments.

I was looking for an expensive ladies watch and Kat at the Guildford Branch was so helpful. She spared her time to show me various watches and didn't hurry me in the slightest. Her knowledge of high end watches was incredible. Thank you Kat you're an asset to Ernest Jones. June

Bought our wedding rings from here supposed to be identical. On our wedding day when both together one was rose gold one was yellow gold . Ring was replaced after we married but disappointed