Ernest Jones 77/81 High Street, Guildford GU1 3DY

"I recently visited this store to view and consider the purchase of a new wrist watch. I decided to buy the watch and received excellent personal service from Tom and other staff."

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

"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."

"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."