Ernest Jones - Leeds Shopping Centre Recenzje 

Faulty Garmin watch and serious concerns about discriminatory treatment

This is an update to my previous complaint about Ernest Jones, White Rose Shopping Centre, Leeds, particularly Assistant Store Manager Sarah Mistry.

I bought a Garmin watch directly from Ernest Jones online. After ONE wear it developed a serious fault: it showed as fully charged while connected to the charger, but switched off immediately when disconnected and would not turn back on.

I had proof of purchase, the original box and matching serial numbers. Ernest Jones told me they were not trained in Garmin products and sent me to H. Samuel, their sister company. H. Samuel confirmed the watch was faulty and advised that proof of purchase was what mattered.

Despite following Ernest Jones’ own instructions, I returned and was still met with resistance. Sarah repeatedly insisted I needed a Garmin “warranty card” and the original box contents. The watch does not appear to come with the physical warranty card she kept demanding. I was even made to go home and search through my bins for the instruction manual.

I then had to research Garmin’s warranty information and Ernest Jones’ own Terms & Conditions myself. Their published terms state that faulty goods can be refunded within 30 days. My watch had failed after roughly one week.

This was not a change-of-mind return. It was a FAULTY PRODUCT. I had proof of purchase, the watch, original box, matching serial numbers and confirmation from H. Samuel that it was faulty.

I was also asked words to the effect of “How do you know it’s faulty?” and told documentation was needed because otherwise “we can’t sell it again.” Why should resale be relevant when a product is being returned because it is defective?

My biggest concern, however, is Sarah Mistry’s conduct towards me. From my initial interaction, before I became frustrated, I found her manner rude, aggressive, dismissive and condescending.

I did not find Harry aggressive; my concern was that he appeared inadequately trained and repeatedly relied on Sarah for answers. I was left with the impression that he was reluctant to openly contradict sarah in her presence. I will leave you to judge what this says about her character.

More seriously, my sisters and I were visibly Muslim and wearing religious clothing. I cannot prove what was in another person’s mind, and I am not claiming that I can prove Sarah’s motive. However, when I returned the following day, I personally observed her interacting with customers who appeared Caucasian in a noticeably more polite and accommodating way than she had treated me from the beginning.

The difference was striking and deeply uncomfortable. As a visibly Muslim customer, the treatment I experienced genuinely felt Islamophobic and/or racially biased to me. It left me seriously questioning whether my religious appearance or perceived ethnicity influenced how I was treated. I do not make that concern lightly, and I expect Ernest Jones to investigate it properly.

The one positive was Jamie, who was polite, professional, listened to me and helped resolve the issue. Her conduct showed how easily this could have been handled from the start.

A straightforward faulty-product issue should never have required multiple visits, a trip to H. Samuel, researching Ernest Jones’ own policies and digging through rubbish for an instruction manual.

I have raised a formal complaint and expect Ernest Jones to investigate both the mishandling of my faulty-product claim and my serious concerns about Sarah Mistry’s conduct and possible discriminatory treatment.

RACIST AND ISLAMOPHOBIC ASSISTANT STORE MANAGER

Extremely disappointing experience. My brother was sold a faulty watch and returned to the store to seek help. On this occasion, he was wearing religious clothing as we are currently mourning the passing of our grandfather. My sisters and I were also dressed in religious clothing and accompanied him.

Despite explaining the issue clearly and returning to the store multiple times, he was repeatedly refused assistance. We even showed staff their own terms and conditions, yet were told they were “not trained” and could not help.

The assistant store manager, SARAH MISTRY, was particularly concerning. She helped a Caucasian couple before us with no issues. From the initial interaction, her manner was aggressive, rude, dismissive and condescending. Rather than attempting to resolve the issue, she refused to help and spoke to us in a way that we found extremely disrespectful and intimidating.

Given the circumstances and the way we were treated while visibly wearing religious clothing, we felt that the treatment we received was racist and Islamophobic. Whether intentional or not, the behaviour and attitude displayed towards us were completely unacceptable.

Customers should not have to repeatedly argue their rights under a company's own terms and conditions, nor should anyone be made to feel unwelcome or discriminated against when seeking help with a faulty product.

I would strongly recommend that management investigate this incident and review how customers from different religious and cultural backgrounds are being treated.

⭐ Very disappointing experience with Ernest Jones – White Rose

My partner and I visited Ernest Jones to purchase my wedding ring. I found a ring I loved and paid for it in full. Unfortunately, when it arrived, it was far too small despite being measured in store. I declined having it resized and asked for an alternative size to be sourced. Another ring was located at a different store, and I was told I would be contacted when it arrived i was under the understanding that was now my ring to be collected.

I missed one telephone call, only to then receive a voicemail informing me that the ring had been sold because they couldn't make contact with me. This was extremely upsetting, especially with my wedding only four weeks away.

What followed was, in my opinion, a very poor customer service experience. After speaking with management, a full refund was agreed, but I was then told there was no clear time frame for receiving my money because the store needed another cash sale. My partner eventually had to go into the store and explain that, if a cash refund wasn't possible, the money should be returned to our debit card. Had he not visited the store in person we would have still be waiting for another cash sale. Thankfully, I have now received my refund. ( appalling customer service)

I am also still confused about the warranty, as we were led to believe the ring could be replaced like-for-like if damaged beyond repair, yet I was subsequently told it had been discontinued.

This was supposed to be an exciting and memorable purchase. Instead, four weeks before my wedding, I was left without a ring, temporarily without my money and under considerable stress.

The refund has now been resolved, but unfortunately the experience has left me extremely disappointed with Ernest Jones and i would strongly advise rethinking using Ernest jones especially for big occasions.

Always have my rado watch serviced and cleaned and once again an excellent job well done. Staff really friendly. Was able to track how far along my servicing and cleaning was. I would never trust another jewellers to look after my watch,and this is why I always stay with them.

Very good and very happy so far

Terrible experience at the Leeds whiterose branch.
We purchased a necklace for my daughter’s 17th birthday on the 13th of December 2024. Fast forward just over 6 months and the necklace has snapped. The necklace has been worn a handful of times as it was a special gift.
We called customer service who advised us to go to the store we purchased it from.
At the store we were told we would have to pay £45 to have it repaired.
A gold necklace should not have snapped after 6 months with light wear.
Sarah (apparently assistant manager) was rude, severely lacking in any customer service and lacking in knowledge around consumer rights. The item is clearly not fit for purpose.
Sarah tried to hand me the box back like a toddler having a tantrum.
Then proceeded to just repeat the same sentence over and over again probably in the hope that I would just cave and pay the £45!
Please be aware when purchasing any item from Ernest Jones.
We have been met with terrible customer service and terrible products.
There are several other bad reviews online for the same product we purchased all with the same complaint.
If Ernest jones bothered to do a root cause analysis on their complaints they would know that they are selling a faulty product.
We now have an incredibly disappointed daughter who can not wear her special birthday present.

I bought a item from the shop in the white rose center in leeds for my wife on our anniversary and also bout a 5 year platinum warranty cover which i was toled it was unlimited repir or replace one year after the item brok and we had it repir under the warranty 5 monts later it broke again from the same place it was repird from and was redeemed unrepairable so was replaced when we collected the replaced item we was forced to buy a new warranty which was unacceptable because we still had 3 and a halfe years left on the existing policy which was canceled with out us knowing of this as was toled my the assistant we have to bug a new warranty policy if we want the item covered again which is not acceptable as we bought a 5 year platinum cover which has only been run for just over q and a halfe year this is very unacceptable service from ernest jones and I feel out of pocket and scammed in this matter we will never purchased anything from them again and will not recommend to anyone ever

We could not have been made more welcome by Jo, (who I believe is the manager) at White Rose Leeds branch of Ernest Jones. Jo and her team have been nothing less than kind and helpful throughout our most recent visits. We very much appreciate their time and patience, and I recommend them whenever the opportunity arises. Thank you all so much!

Horrible experience. What turned out to be ok had turned absolutely awful. The customer service handler seemed like getting a sale was priority which is fine but didn't explain the full process as they knew they wouldn't get a sale if they were opened and honest. I've been delayed nearly 2 weeks and told ring cannot be downsized. They offered £50 as a gesture for my wifes 25th birthday which they've ruined. What an atrocious offer and company. Stingy and pathetic!

I accompanied my future "son in law" and his sister to support him choosing an Engagement Ring for my Daughter (,he intends to propose at the end of the month). We had had a full Engagement Ring experience at one jewellers boutique but he hadn't seen a ring which stood out. I encouraged him to visit more jewellers boutiques so we set off down the line of various shops. We missed out a competitor because my daughter's partner didn't think they had a good reputation and Ernest Jones was the next jewellery boutique. We walked in and explained why we were there. A gentleman called "Matty" came to help us. Whilst we did not have the "full Engagement Ring Choosing Experience" we had received at the first boutique (ie "come and take a seat, would you like a drink" then the full diamond choosing explanation, Matty patiently showed us a few rings which my daughter's partner had seen. He explained their designs carefully including the metal of the band, number of diamonds and types of setting. However one ring really stood out and my daughter's partner, his sister and I all agreed that was "the ring". We had taken my late Mother's Engagement Ring which my daughter now looks after as a measure for her Engagement Ring so we were able to show Matty. However, he told us to go for a walk and maybe look elsewhere before my "son in law" made the final decision. We followed his advice but actually walked out of the next jewellery boutique because of dreadful service.
After going back, ordering the ring and arranging it to be delivered to Ernest Jones White Rose Centre Leeds boutique, Matty told us it would be delivered the next day and we would be given updates on its journey.
The next day 10th October 2024 we returned back to the White Rose Centre Leeds jewellery boutique. Matty again came and helped us. He went to the back office / storage safe and brought out what will be my Daughter's Engagement Ring. What actually stood out was Matty's overwhelmingly glowing reaction when he opened the bag, the beautiful ring in its box and the Diamond Certificate. He proudly announced that actually the Diamond Certificate showed that the main diamond in the setting was marked as being a "D" which made it an absolutely perfect Diamond with very few minor flaws. Matty stood there absolutely beaming with pride. He carefully explained the detail on the Certificate for the 4cs and answered any questions we had. Then when we went to the central desk area he told his colleague about the centre Diamond and she just glowed with a lovely proud smile on her face. Matty never stopped smiling and seemed to stand taller because of this "luck if the draw" perfect Diamond. He very carefully explained how Ernest Jones jewellery insurance works but told my "son in law" to check house insurance before making a decision. There was no forced sell, we were given time to think and Matty offered careful advice and options.
Whilst we did not get the full Engagement Ring choosing experience which we had had at the first boutique Matty certainly made up for that with his careful, calm attitude offering sensible advice as well. However, what made the whole Engagement Ring buying experience extra special was his change in demeanour to that of someone who was so very proud of the information he could give us when he saw the "Perfect D" for the central Diamond on the ring. I still can't get over how he and his colleague were so proud and happy for my "son in law" who will propose to my Daughter with that "Wonderful Extra Special Engagement Ring with the Perfect Diamond" at the end of the month. Thank you so much. The happy couple will be returning to choose their wedding bands toatch the ring once they have set their Wedding Date!

Megan from White Rose Leeds branch amazing, so helpful adjusting my watch to make it perfect. Excellent attention to detail and customer service

I bought a bracelet for a Christmas present and asked for it to be delivered to the White Rose Centre in Leeds.

Having wrapped it up as a gift, on Christmas Day we saw that a diamond was missing from the bracelet near the clasp. We exchanged it at White Rose for the same product, however, after one wear the bracelet snapped in two.

Upon returning it for a second time, we didn’t get an apology or anything from the employee at White Rose. I did receive my refund three days later thankfully.

Three trips to White Rose and two faulty bracelets later, it’s safe to say I won’t be spending any more money at Ernest Jones.

I visited the White Rose store Leeds today and was served by a lovely patient and helpful lady called Pauline. I bought a ring and needed a specific type to match my wedding band. Pauline helped me to find the right type and wasn’t pushy for the sale. Thankyou for your help.

Bought an engagement ring for my partner at the end of January,At the time she was told by a member of staff what size ring she needed.After 2 weeks she picked the ring up from store and after a couple of days she felt the ring was to loose and returned to the store for assistance and the member of staff agreed the ring was loose and she needed a smaller size which they said they would send it off to be altered.She rang the store on February 23rd and the person she spoke to insinuated they didn't know where the ring was and put the phone down on her.After numerous attempts of ringing the store and no one picking up I phoned of my phone and my call was answered straight away.After speaking to the store manager she assured me the ring was at the repairers.After another week still no ring and I managed to get the tracking link from customer services and in fact when I spoke to the manager the ring was still at the store not at the repairers.From the 23rd of February onwards all we had was lie after lie from the store manager and the staff.
Customer services are next to useless.eventually got a refund and ordered a ring elsewhere.
I would never deal with Ernest Jones again and I will definitely not recommend them to anyone.
They don't care about any stress they cause to their customers

Bought an engagement ring on 30/01/23 with a lady called Lisa who couldn't have been more helpful, she was lovely and told me that if the size wasn't right it will be easy to exchange as it was part of their core collection.
As i thought it was the wrong size so we came back on 19/02/23 to get it resized. The guy who served us didn't really seem to know what he was doing but we did found out my partner was an L, rang around for a bit and then took our name and number and explained he would ring when the L came in.
We hadn't heard anything for a couple of weeks so we went into the shop on 6/03/23. The same young guy was there recognised us and shot into the back. We stood in the shop for 30 minutes waiting and another young guy came out said 'sorry for your wait, here is the ring.' Great! My partner tried on the ring and it was too small, she needs to be able to take it off relativly easily and it was very difficult. The guy said that it would be fine, take it home and try it and bring it back... meanwhile my partner asked what size it was, thinking we were in the wrong, but he said it was a K. We explained it was an L we ordered but he said it was a K written down and again essentially just tried to palm it off and clearly didn't want to deal with the situation. I really am not usually one to complain but he was genuinely shocking. We insisted that it was an L we wanted as that is the correct size, obviously. He said 'well to make sure this doesn't happen again, i will take your name and number.' We literally did that the first time but fine.
We have rang on 9/03/23 because obviously we hadn't got a phone call. The same guy answered the phone, knew what we were talking about, said it wasn't in and took my partners name and number AGAIN because he said he didn't have it?
Honestly the customer service, apart from Lisa, has been absolutely shocking. The young guys have no idea what is going on and don't appreciate that this has really ruined our engagement experience as it has not been a month and my partner has been unable to wear her ring. If i spent a tenner i wouldn't care but i haven't. If we go again next week and it is the same people i will be bringing up my concerns and if the ring isn't there again or they try to palm off a random one again, i will be asking for my money back.

Ordered my necklace online. Told I would have it the day before valentines but this was not true. Visited store on Valentine’s Day to be fobbed off. My husband rang customer service to be then blamed for believing it would be delivered on the day stated. Eventually collected necklace which was also the worst customer service experience, a mystery shopper would have had a field day. Totally spoiled the purchase experience and Valentine’s Day. Emailed Ernest Jones but ignored again. Would not shop here in future.

I needed a replacement clasp for my Cartier Santos watch. I called on to enquire and was told that it might be a lengthy job. Oas told me that he would get back to me once he heard back from Cartier. They did take a while but I did receive texts and calls from Ernest Jones keeping me appraised of just where I stood with regards to the repair. Oas rang me as soon as the clasp was in stock and fitted it for me in five minutes. I think that this was great service and based on my experience I would highly recommend Ernest Jones at the White Rose Centre, Leeds.

bought a watch 6 mths a go been in for repair ones gone falty a gaintook it backno problem they just changed it great service from staff at whiterose shop

Really poor service. Bought an expensive ring and the main diamond in the middle cracked (How can this even happen). We were told they would replace it but that the workshop was closed for now. it took over 2 years for them to finally say they could not replace it and would refund it. So thankfully they are too global to refuse to refund but waiting two years was very depressing and finally we have had to buy a totally different ring as they wont give us the same one again (unless i fly to amarica and buy it from their partners there who are still making them - thats literally the solution they gave me).

Unbelievable.

I was contacted very quickly for a watch I had put my name down on the reserve list. The customer service (from Liam) was excellent and friendly. I’d recommend the store in the White Rose Centre, Leeds