I had to travel to the Ernest Jones in Shepherds Bush Westfield as my local store in Stratford closed down. I will never visit this store again. I was planning to buy a necklace and walked into the store on 10th Jan 2024 at 2pm, which was quiet and I was the only customer. I saw one staff member behind the till who was looking down at some paperwork. I approached her, stood in front of her for a few seconds and didn’t even receive a greeting. She didn’t even look at me or even acknowledge me. Instead she called over another member of staff to help me. I thought this was so rude, that she couldn’t even say hello or even acknowledge me. I said to my wife who was with me, ‘she can’t even say hello to me, and I’m the only customer here.’ This staff member’s name was Saira and is a Supervisor. The other staff member started helping me with necklaces. During which, I noticed Saira speaking to another staff member. Their conversation was obviously about me as they kept looking up at me from the till whilst they were talking. The whole experience was frustrating me. So I left, looking at the necklaces and went over to Saira and the other staff member as I wanted to give her feedback. I said ‘When I walked in, I stood in front of you waiting and you couldn’t even say hello to me. I thought this was very rude of you.’ She replied ‘there was another staff member that was going to help you.’ She is a Supervisor and showed no accountability and didn’t even apologise. I then asked are you the manager which she replied no. Then I said ‘but it says Supervisor on your badge.’ I left the conversation saying I will leave a review. Again, no sign of Saira, being a Supervisor, trying to mediate or rectify this issue where I was obviously frustrated by their service. I am so disappointed with the lack of service I received. If your Supervisors are demonstrating this type of service and interaction with customers, not leading by example, how do you think this impacts the rest of the team.

Not a great customer experience in this store. Two members of staff were dealing with one customer and one of them was just standing there whilst I was waiting. So I politely asked if she was busy and she replied “yes”. She could have said yes but I’ll find you someone else or yes but I’ll be with you shortly. She was totally disinterested in my custom. I could see the other customer was driving a hard bargain on price. I doubt there was any margin in that transaction for them. So I took my business elsewhere and won’t be returning. They need better training or better staff.

Purchased a watch from here over a year ago. Joe who is a manager in this shop is really helpful. He is just so pleasant and professional to work with and goes above and beyond for the customers - I’m not just talking about the sale but also AFTER SALE care. Amazing. 5/5. Fully recommend this place and him. You’d typically have bigger purchases in a place like this so I feel I can really trust them.

Exceptional Service from Joe I recently purchased a watch, and I cannot express enough how incredible my experience was, thanks to Joe, the salesperson who assisted me. When it came to finalizing the purchase, Joe handled the transaction seamlessly, ensuring all the necessary paperwork was completed efficiently. These is the second time I purchase in this shop and I will definitely come back.

Imran, Joe & Abby took care of my partner and I amazingly. They made us leave with very big smiles on our faces. They completely changed my mind about this store from our first experience here with another colleague. Thank you guys for the laughs, experience and guiding us to find the perfect ring. I appreciate everything. When we do come back we will be asking for you guys 1000000%❤️

felt like I was an inconvenience for going into the store to begin with. Supervisor starting treating me like I was a criminal and after reporting her and being told the manager would contact me, shockingly I never received any emails. You could mine a ring quicker than they tell you where yours is!

We went in to look at Bell & Ross watches and the Gentleman that served us was Biral, what a fab guy he was very patient as my husband changed his mind on which watch he wanted, Biral was so friendly and his customer service approach was excellent. We will definitely be back. Thank you Biral

We bought a Tissot watch and the guy who served us was very friendly, attentive and always with a smile. He gave us some suggestions and was always happy to answer our questions. Amazing customer service!

Andrew was very helpful in store, great communication and empathy to my situation regarding the watch. He quickly addressed the problem and his service was top notch.

Very friendly customer service and soft spoken sales representative, I was served by Alison. Will be back soon.