Ernest Jones - Chelmsford Avis 

Easy to order, free delivery, discount offer

Easy to use website got item at excellent sale price.

Misleading and conflicting information between this retailer and the watchmaker (SEIKO) as provided to purchaser/customer.

Day/Date automatic (self- winding, Kinetic) gold watch, purchased as a formal wrist watch for business and dinners. Not been worn for a year to find that the mechanism had seized needing to be taken back to firm under review, to have issue investigated. Sated that they would not be able to deal with the matter themselves, and would have to refer to maker (SEIKO).

Quoted me a price for (apparently just to look at the watch) before sending it to SEIKO if their own repairers could not deal with it. Informed that I would need to pay £100 + just for their service, and that would not included the service by SEIKO.

Spoke to Seiko to be informed that they would charge £169 on top of the costs of Earnst Jones, not mentioned by said company. So overall costs would have been more than the mint value of the machine,

Having made a formal complaint to SEIKO about the dealer, approached by SEIKO Customer Services, received a call from SEIKO to receive better information and to send the machine back for their inspection ( I had included the gift receipt - timed and dated for the purchase).

Confimred by SEIKO that as the watch had hardly been worn that if Earnts Jones internal watchmakers had opened the watch to clean and found it necessary to send it to SEIKO, fur ther cots would be incurred. So actually incorrect information provided by Earnst and Jones in effect adding a "dealeshsip fee" on to the cost of the actual service cost. Factored in would have made the watch to be cleaned actually more than the value of the watch in the fisrt instance.

Removed from Dealers hands and approached SEIKO Customer Services who also stated that it would be £169 to review the watch, but there was no "Dealership fee" had it been sent back by the Jeweller.

Following a discussion with SEIKO Maidenhead about the use -v- relative age of the watch, agreeded to examine the watch on a free-of charge basis, but depending on the decision the charge of £169 to be paid.

Received a call from SEIKO Customer services having seen the date on the receipt and the condition of the watch near mint, it would have been unreasonable to charge a cleaning fee and given the nature of storage (silica gel inside the presentation box absorbing any potential atmospheric moisture (notwithstanding that the watch is sold as water proof to 50 Metres).

Due to Dealers intransigence, agreed to examine the watch on a free of charge basis, including carriage free of charge to Berkshire and Chelmsford return "Cost, Insurance & Freight".

Received a call that they had sent me postage-paid labels over the internet and to send to them direct. Upon inspection informed me that given the (mint) condition of the watch, no charge should be made for the service, and further Earnst Jones had no right to add a service charge over and above (Seiko).

So very misleading information from Earnst Jones, the statement to me about the costs made with no reference to the facts or the employee making referral to management before making the statement.

Further that the cleaning of the watch even acting as Agent of SEIKO should not have been surcharged.

So misleading information by Earnst Jones as well as both SEIKO and myself not given the full facts.

Neither party coming to (legal) Equity with clean hands, at least SEIKO did take the facts in to consideration and I suspect would have done the clean and reset on a free of charge basis, but I suspect (NOTE: no confirmed) that Ernest Jones will still have charged their £50, indeed the full £169 cleaning by SEIKO had I not by-passed them and gone direct to SEIKO, and their agreement to deal with the matter free of charge including Free Insurance and Freight.

Additional Concern would be had the dealer broken the seal on the time piece and their techicians not been able to deal with the matter would SEIKO accpeted the clean and repair as an act of good faith/Will ?

Even if they had, would that have been passed on to me?

Caveat Emptor defiantly with Ernest Jones, but to a certain degree with SEIKO too.

Perhaps underlining that unless as a consumer you know the legal stance and how to put that in to formal communication by letter or over a telephone conversation, both retailer and manufacturer would try to take unfair advantage.

In the case of SEIKO they did make good, but I raise questions about Earnst and Jones about their would be brokerage fee for interim inspection. Again possilby voiding any good will/faith on the part of SEIKO.

Neither parties at first instance being accurate with their information, but at least manufacturer did make good.

Brilliant,first class service from Sharon.

Shopped both in store and online. Staff were very accommodating and helpful. They helped me with ring sizing options and talked me through care options and cover after my purchase.

Great service overall

The staff in the Chelmsford store were really good. I had ordered a clock and collect for 3 pairs of earrings which they didn’t have. It was an error I could do it. But the staff were quick to react and got me the 3 pairs of earrings in time for the wedding that I needed them for!

The help and assistance in store was fabulous and to be honest it was probably due to the level of help and care that we got in store that made us choose the ring that we did. The ring itself is beautiful and has made a very special lady very very happy. Couldn't be happier.

Helpful staff, EJ had the earrings I was looking for at a good price

From ordering online to receiving item I was very impressed with the service.

very helpful nothing too much trouble, bought a watch that needed the bracelet shortened sorted in no time at all. Would definately recomend.

Friendly staff. Helped me find what I needed and didn’t rush me into any decision.

My husband recently returned a bracelet instore and received excellent customer service from Sam the manager