Ernest Jones jewellers missing stone after just 6 months

Nemo2025

I am need of advice. I brought a ring from Ernest Jones back in January 2025. I only wear at weekends due to work restrictions in the NHS. After just 6 months a stone has fallen out so I returned. Ernest Jones are classing this as 'accidental damage' due to a 'long scratch' near the setting, stating I cannot claim under 12 month warranty and it will cost to repair. I have asked for photographic evidence of the scratch which they are unable to provide stating it can only be seen visually. They asked me to get an independent jewellers opinion which I did using photos of the ring and they feel this is poor manufacturing and a common fault as there is not enough metal holding in the stones and informed me they get a similar case approx once a week. 

Ernest Jones cannot accept this opinion as it is not on headed paper and are refusing a refund. Am I protected under consumer rights and where do I take it from here?

Myci85

No advice sorry, just wanted to say good luck and I hope you get somewhere with this. I had the same thing happen to an engagement ring from there years ago and they said exactly the same, it was due to accidental damage. Luckily I somehow managed to find the stone after scouring the house so I just ended up paying to have it reset in the band as they completely refused to accept liability. 

Emmia

This is a common problem, because people want to see more of the stone, mountings for precious stones like those in solitaire rings often do not contain enough metal to hold the stone securely.  

When I chose my engagement ring, the robustness of the setting and security of the stones was something I carefully considered - I didn't go for a solitaire as a result.

I'm surprised the independent jeweller didn't provide the opinion on headed paper - did you pay for this assessment? You may not get anywhere with E&J though even with this.

MyRealNameToo

Nemo2025 said:

I am need of advice. I brought a ring from Ernest Jones back in January 2025. I only wear at weekends due to work restrictions in the NHS. After just 6 months a stone has fallen out so I returned. Ernest Jones are classing this as 'accidental damage' due to a 'long scratch' near the setting, stating I cannot claim under 12 month warranty and it will cost to repair. I have asked for photographic evidence of the scratch which they are unable to provide stating it can only be seen visually. They asked me to get an independent jewellers opinion which I did using photos of the ring and they feel this is poor manufacturing and a common fault as there is not enough metal holding in the stones and informed me they get a similar case approx once a week. 

Ernest Jones cannot accept this opinion as it is not on headed paper and are refusing a refund. Am I protected under consumer rights and where do I take it from here?

Is it just before or just after 6 months, in terms of when you told them?

Statutory rights change notably at the 6 month mark, if its less than 6 months old then its assumed faulty unless the retailer can prove it was user damage etc. Over 6 months and it's up to the user to prove it was faulty. 

That said they seem to think the scratch is evidence of user damage and ultimately in court both sides present their evidence and the judge decides. 

Given you had a jeweller look at it, what did they estimate the cost of fixing it was? 

TELLIT01

Why won't the jeweller provide an opinion on headed notepaper?

Nemo2025

Myci85 said:

No advice sorry, just wanted to say good luck and I hope you get somewhere with this. I had the same thing happen to an engagement ring from there years ago and they said exactly the same, it was due to accidental damage. Luckily I somehow managed to find the stone after scouring the house so I just ended up paying to have it reset in the band as they completely refused to accept liability. 

I know this is my engagement ring too! No luck finding the stone as I was on holiday when I noticed it was lost. Thank you.

Nemo2025

Emmia said:

This is a common problem, because people want to see more of the stone, mountings for precious stones like those in solitaire rings often do not contain enough metal to hold the stone securely.  

When I chose my engagement ring, the robustness of the setting and security of the stones was something I carefully considered - I didn't go for a solitaire as a result.

I'm surprised the independent jeweller didn't provide the opinion on headed paper - did you pay for this assessment? You may not get anywhere with E&J though even with this.

No I didn't pay he just gave advise over email. I might take to anther jewellers

Nemo2025

MyRealNameToo said:

Nemo2025 said:

I am need of advice. I brought a ring from Ernest Jones back in January 2025. I only wear at weekends due to work restrictions in the NHS. After just 6 months a stone has fallen out so I returned. Ernest Jones are classing this as 'accidental damage' due to a 'long scratch' near the setting, stating I cannot claim under 12 month warranty and it will cost to repair. I have asked for photographic evidence of the scratch which they are unable to provide stating it can only be seen visually. They asked me to get an independent jewellers opinion which I did using photos of the ring and they feel this is poor manufacturing and a common fault as there is not enough metal holding in the stones and informed me they get a similar case approx once a week. 

Ernest Jones cannot accept this opinion as it is not on headed paper and are refusing a refund. Am I protected under consumer rights and where do I take it from here?

Is it just before or just after 6 months, in terms of when you told them?

Statutory rights change notably at the 6 month mark, if its less than 6 months old then its assumed faulty unless the retailer can prove it was user damage etc. Over 6 months and it's up to the user to prove it was faulty. 

That said they seem to think the scratch is evidence of user damage and ultimately in court both sides present their evidence and the judge decides. 

Given you had a jeweller look at it, what did they estimate the cost of fixing it was? 

I returned it around 1 week before the 6 month mark! He didn't quote he suggested going to trade standards as it was unlikely to get anywhere with ernest jones just like other high street jewellers. 

Aylesbury_Duck

Nemo2025 said:

Emmia said:

This is a common problem, because people want to see more of the stone, mountings for precious stones like those in solitaire rings often do not contain enough metal to hold the stone securely.  

When I chose my engagement ring, the robustness of the setting and security of the stones was something I carefully considered - I didn't go for a solitaire as a result.

I'm surprised the independent jeweller didn't provide the opinion on headed paper - did you pay for this assessment? You may not get anywhere with E&J though even with this.

No I didn't pay he just gave advise over email. I might take to anther jewellers

You need to get it properly looked at and the opinion done on headed paper.  Having someone give an email opinion based on a photo you've sent them isn't good enough, so I'm not surprised the retailer isn't happy with it.  

If there's a cost involved in having it properly inspected, a reasonable cost should be reimbursed by the retailer when applying the remedy.  

MyRealNameToo

Nemo2025 said:

MyRealNameToo said:

Nemo2025 said:

I am need of advice. I brought a ring from Ernest Jones back in January 2025. I only wear at weekends due to work restrictions in the NHS. After just 6 months a stone has fallen out so I returned. Ernest Jones are classing this as 'accidental damage' due to a 'long scratch' near the setting, stating I cannot claim under 12 month warranty and it will cost to repair. I have asked for photographic evidence of the scratch which they are unable to provide stating it can only be seen visually. They asked me to get an independent jewellers opinion which I did using photos of the ring and they feel this is poor manufacturing and a common fault as there is not enough metal holding in the stones and informed me they get a similar case approx once a week. 

Ernest Jones cannot accept this opinion as it is not on headed paper and are refusing a refund. Am I protected under consumer rights and where do I take it from here?

Is it just before or just after 6 months, in terms of when you told them?

Statutory rights change notably at the 6 month mark, if its less than 6 months old then its assumed faulty unless the retailer can prove it was user damage etc. Over 6 months and it's up to the user to prove it was faulty. 

That said they seem to think the scratch is evidence of user damage and ultimately in court both sides present their evidence and the judge decides. 

Given you had a jeweller look at it, what did they estimate the cost of fixing it was? 

I returned it around 1 week before the 6 month mark! He didn't quote he suggested going to trade standards as it was unlikely to get anywhere with ernest jones just like other high street jewellers. 

Trading Standards dont typically investigate individual complaints, in many areas they won't even take individual complaints and instead tell you to go to Citizens Advice. They more keep a tally of the volume of complaints they are receiving and then investigate firms generally who are causing a disproportionate volume. 

Is the ring a solitaire or has multiple stones? If multiple was it the primary stone lost or a secondary? 

Whilst I'm sure the ring was very special to you and means a lot emotionally as an outsider high street jewellers charge silly money for what they sell and so if you were to go to a better place you may find the cost of repair is much less than you fear.