I'd hadmy engagement ring for 6months from Ernest Jones when a diamond fell out. I took the ring back and they had it a month before telling me it was my fault and i would have to pay for a new diamond and it to be fixed. This then took another month and cost me 150quid! I am positive it wasn't my fault as i am always so careful with it but had no option but to pay for it to be fixed! Now I actually have nightmares that I have lost another diamond from it! I am so so careful with it all of the time! I will defo not be going there for my wedding ring!!!

I have replied with a huge rant lol saying this:

Well after being told that i would be getting a call on friday with what is happening with my ring i am still waiting and have just called them to see when i will be getting my ring back.
When i went in the first time i spoke to the store manager as i remember seeing her name badge and it was Katrina Staples at the Trinity Centre branch in Aberdeen. My partner had already called in and told them that my diamond had fallen out of my ring and they said they could senf it away to quality control to see if it was a manufacturing fault or my fault which i was fine with but when i went in Katerina never gave me that option and was happy enough to send it away to to get a quote for me to pay for it to be fixed and never even mentioned the quality control until i mentioned it. So it got sent away and after 4 weeks it came back to say it was a manufacturing fault and it was to be fixed free of charge. When the lady called me i think her name was lucy? Im not 100% sure on that but she said she had the exact same ring in store and she could have that one sent off to be resized smaller for me which would take 2 weeks or i could get my ring fixed with would take another 4 weeks to fix so i got the new ring resized for me and when i went into collect it i noticed right away that it wasnt the same ring. The inside of the band scratched my finger and the cluster at the top was bigger and the diamonds was set in a star setting which i didnt like. So as they thankfully still had my ring original ring in the bag i got that one sent off to be fixed this time and they said they would rush it up and would take 3 weeks instead of the 4. I also asked her if they could also check the other settings on the other diamonds and she said she would put a note down for them to do that as well. She told me as well that when she gave me my repair recipt its says i needed to pay £48 for the repair but not to worry as i wont have to pay that but im now worried if it has gone off to get a quote to be fixed that i will now have to pay that to get it fixed.
I then came home on thursday past to hear i phone message from Katrina saying that the quote for my diamond to be repaired is £??? and to call them back if i wanted to go ahead of this? I called back and spoke to a man and he said that the lady who was dealing with it wasnt there and he would look into it and call the people who had my ring and get this sorted for me on friday and he would give me a call back to tell me what was happening with it. He called me back about 15 minutes later to tell me that he had found the bit of paper im guessing form the quality control people to say that i was to get my ring repaired free of charge and he would call me tomorrow. Im still waiting. The lady i have just talked to just now said she will call them this afternoon and will call me back today to tell me when i can expect to get my ring back so i dont even know if the rest of my diamonds settings are getting checked as well as i dont want this to happen again and have this hassle of going through all this trouble again.
When i went into Ernest Jones the first time and i talked to Katrina she told me this was the first time she had seen this but that was a lie as i know a lady i work with who has the same problem with a stone falling out of her ring as well and then i searched the internet and i find that there is alot more people like me in the same boat.
I am a member of a bridal page called ukbride and i have warned other ladies on there to be carfull with this company and have been updating them on what has been happening with my ring so they are aware of this. I have also been advised but a company called Smooch who are making my wedding ring that i can call them to see what they can do for me as they are aware with the problems i am having with Ernest Jones as well.
My repair intake number that i have on my reciept is ???????????. The branch number is 3136. As this recipet says i was meant to get my ring back today the 15th but im guessing im looking at another 4 weeks before i will actually get it back which is not acceptible as i need it back asap now.

well at least your getting a civil response and they are actually keeping you in the loop and making you feel a bit more important!

I got a call from ernest jones this afternoon and she said that it should take up to 14 days to fix and so i should get it back by the 23rd!!!! I told them that i need it back this month whihc i dont but i do want my ring back now just hope its fixed properly but i also just checked my FB and i got a message from Amy as well saying:

Amy Signet 15 June at 13:14 Report
Hello

I have justhad a call with Lesley who I believe you have spoken to this morning. She is fully up to speed and is going to get you a date as to when the ring will be back and is going to call you this afternoon.

Please let me know if you do not receive a call and a date as to when the ring is going to be returned to you and do let me know how long you have been informed that this is going to take.

I am really keen that this matter is resolved for you as swiftly as possible and that you receive clear and accurate communication.

Again please accept my apologies on behalf of the company for the way that this has been handled to date. If I can do anything else to help please get in touch

Best wishes

Amy

Has she offered you any compensation for the hassle you've had and the lenght of time it's taken to get sorted out? I'm shocked that a company of this size has ot really tried to help you until you post on FB.

im really pleased you are finally getting somewhere now! i am keeping my fingers crossed for you that it comes back on time and is perfect! xx

Tinsel, I'm afraid there's not much you can do about this. Much of the white gold you can buy from high street jewellers will go yellow fairly quickly. This is because there's no such thing as 'true' white gold. Its yellow gold with other metals like silver added to make it whiter. It then gets plated with rhodium to make it really white and bright. But the coating of Rhodium is only a few microns (1000ths of a millimetre) thick.
Some white gold, like the 18ct gold we use at smooch is made using Palladium to make it whiter and we guarantee it won't yellow. It olnly costs a few punds more than the inferior quality gold and you are very unlikely to need to have it replated. Many jewellers prefer you to buy the inferior white gold because they can charge you £30 - £50 every time they plate it for you.
Many people have now discovered Palladium - this is a pure white metal like Platinum which NEVER yellows - but it costs less than 18ct white gold and is only half the price of Platinum despite being VERY similar. So although its a bit more to buy you'll save £100s over the life of the ring because it won't have to be replated all the time
You could get your engagement ring remade using the same diamond(s) but on a Palladium 'shank'. This would cost around £300 - £500 depending on the design of the ring.

OMG! Thats terrible. I hope you can get your ring back for someone else to fix. They've messed you around so much! xx

Oh my god i written a book to both ernest jones and watchdog lol. I even put a comment on their facebook page again but didnt get much help from them but i'll wait and see what happens now

Good for you Clarabella. I hope all the other people that have had problems with them come forward to Watchdog too to name and shame! This is dispicable and they can't be allowed to get away with it! Hx

LOL i think my email of complaint worked!!!!!! I got a call yesterday from the complaints department to tell me that i shall be getting my ring back either today or monday at the latest then this morning i got another call from the actual store that has my ring and they got it back today and i can go pick it up but im just hoping that its fixed after i was asking if i could get it back so i could get someone else to fix it and send them the bill? Surely they would have fixed it after them having it for so long???

Have you got it back now? Did they repair it?!? Hx

I have my ring back!!!!!!!!!!!!!!!!!!

I also just got a phone call from the company just noww offering me a gift card which i declined

yay sooo glad you have your ring back hun x x

Mrs Mann 2b we've got s m o o ch making our rings which im so excited about and i wouldnt trust them nowwith buying anything from them. Ive read from a few people that they offer vouchers and one lady declined the vouchers and got money instead and a bunch of flowers.
The lady from customer servers took my address anyway and said she was going to send me a letter anyway and matthews moaning cos i never took the gift voucher lol

Thanks s m o o c h you've been great and cant wait to see my wedding ring next to my engagement ring!!!

So pleased to hear you've finally got your ring back. it must be such a relief. is it fixed? xx

Oh my god im slightly worried now, my engagement ring is from EJ, ive had it a year eek

It is fixed!!!!

I didnt want the gift voucher cos i wouldnt buy anything from them again also i heard from a few people that they got offered a gift voucher and declined it and got money instead which i wouldnt mind but im not wanting gift vouchers anyway and if they do give us money instead then fine i'll be happy with that lol.

Panther i would recommend getting your wedding rings from s mo o ch. They have a huge selection. Have a look at their website and book someone to come and see you.

wow, I am shocked at this! we have spent nearly £2000 on my engagement and wedding rings from there, and I have NEVER had any problems. Ring gets cleaned and dipped annualy free of charge, and my ring is always back with me looking gorgeous within a week.

the white gold doesnt even go that yellow, it just dulls after about 10 months, hence the free annual dipping.

i cant fault them.

if its insured mrs ken ure ok! linzi thats same wiv mine too my first dip is due next month

when did you get your ring? if is less than 12 months it is within the 12 months warranty and they will replace it free of charge!

i got my wedding ring from h.sam and £77 for 5 years which i think is worth it x

right im very worried about this as my wedding ring is froim ernest jones and cost £2750 i want to know if ppl think i really shouldnt buy it from these guys h samuel are the sme comapany just diff names i got my £2000 ring from then please dont think im been snobby postin how much my rings where but if this is certanliy the case i do not want my dream ring from them especally at that price i have spo far baid £10 juts wot secure ir z

i wouldnt worry - my engagement ring is from ernest jones and i havent had any problems. I've sent it to be cleaned and resized and its come back perfect both times. Our wedding rings are also from ernest jones and they're lovely.
They even let us swap them for smaller sizes almost a year after we bought them because we'd lost weight and they were too big! I honestly can't praise them enough for customer service. Just because someone else has had a bad experience does NOT mean that eveyone else should start to panic and refuse to buy things from them, thats simply ridiculous!

Phew!! The last few posts have made me feel better now. I am looking at getting me wedding bands from there to as they have an offer on if you bought your engagement ring from there (every little helps). I think it is one of those cases where you will find stories of bad experiences before you find the ones that haven't had a problem. Thanks for the reassurance girlies!! x

Ive just seen the comments above and id like to say that im not the first person to complain about them and prob wont be the last. There was even a segment on watchdog about them and their doggy rings.

Also a couple of weeks back i went into a branch of ernest jones to get my annual check up which i wasnt happy baout doing but was scared in case the diamond fell out again but the guy didnt even send it off??? which i thought was strange. Im guessing he was new as he asked his manager what he should do and so he went through the back and he was gone about 5 mins and came back with it. Saying he had cleaned the diamonds and if that was ok? so my ring hasnt had its annual dip as its white gold and it was really needing it as well