Ernest Jones - Cardiff Reviews 

Having 25% off has made my day x thank you and merry Christmas xx

Took my watch in for a battery and seal on the 9th of September rang them today (23/10/25) as I have not heard from them. The lady I spoke to said my watch needed a full service and that there were scratches on the front and back. She also said that she would send me the e mail .I have not yet received it

I went to purchase an engagement ring, with an idea of what my partner would like. Sharon in the Cardiff branch, was extremely helpful and knowledgeable about the rings and stones, I bought ring from the levian range in March but didn’t want to write the review before asking my partner to marry me. She absolutely loves the ring and constantly receives compliments about it. We will definitely be back to purchase the wedding rings.

I thought I was lucky to recieve a Diamond heart necklace for my birthday last May and the matching bracelet for Christmas.
Both broke - same fault however necklace no longer under warranty so a charge of £69 to fix this is payable.
I refuse to pay this the Cardiff branch advise to complain - I complained they advise to take the pieces to the Cardiff branch clearly had not read the emails. Then tell me to ring another number - I give up gifts total in excess for £500 and this is the service you receive for faulty items - go elsewhere part of Signet.
I will not wear the bracelet and will not have the necklace repaired as it will break again or be lost - not sure what else to do with this rubbish

Excellent service @Ernest Jones Cardiff
The manager Sharon has been amazing dealing with my exchange
Fantastic Service at the Cardiff branch

(Cardiff store)

TLDR: They refused to the my diamond in my ring which fell out after 4 months, and insisted on £200 to repair despite the ring being flagged on their system as having persistent issues. Treated us with contempt and have never apologised. Vile company who operate in breach of the Consumer Rights Act.

The diamond fell out of my engagement ring 4 months after I had it and Ernest Jones have treated me with contempt and tried to make us pay £200 to have the diamond reset.

After 4 weeks of them having my ring “for investigations”, telling my fiancé that I could have “caught it on a hand towel” whilst drying my hands and that would be all it takes to dislodge the diamond (a £2500 ring, meant for life!), and us having to call them over and over again to raise a dispute, they have finally ADMITTED there are persistent issues identified through Head Office with the ring, and many other customers have had the same issues. So in fact there IS a fault with the ring and it was not likely caused by me doing anything out of the ordinary to dislodge the diamond.

To be clear: I found the diamond. I was asking them to reset the diamond within the ring. 4 months after buying it. And they refused. They never apologised that this had happened and that I have now been without my ring for months. Claimed the damage was “accidental damage” and not within warranty. They would have happily taken £200 from us if we hadn’t pushed and complained, after which they then identified through Head Office that the ring is flawed.

Do NOT give these criminals your money. A beautiful and special time for us has been completely tainted by this company.

Compare this with my friend’s experience. Her diamond fell out and she DID NOT FIND IT. She was welcomed in to the shop, apologies given before any investigation into the cause of the stone coming loose, given a glass of champagne as she waited for assistance, and eventually given a brand new diamond at no cost to her. This could not be further from how I have been treated. I honestly cannot believe how awfully they have treated us. It has been so stressful and I would NEVER want anyone to go through this.

In terms of resolutions, now they have admitted the ring is flawed, they have told us we can have the same ring again with the repair due to take SIX WEEKS - or choose another ring given that this one is flawed. I STILL do not have my ring - it is the 15th March and I took my ring in on 2nd February!

I will be seeking a full refund and taking our custom to another jeweller who takes pride in ensuring products are MADE TO LAST and does NOT treat customers with contempt. This is my right under the Consumer rights Act, and their lack of transparency in offering this only further shows what an unethical this company is.

We would have bought wedding rings from here too had I have had a good experience, even after the diamond fell out - what a shame they do not value their customers. Avoid at all cost.

Went to Cardiff Store on Jan30th and picked an engagement ring. Was told it would be delivered Tuesday 2nd Jan between 8.00 am to 8.00pm. Waited until 5.00 as was not given any tracking info and was told it would come Wednesday 3rd instead. Cancelled celebratory dinner. Rang again on Wednesday to be told a shipping issue and would be here Thursday 4th. Cancelled dinner again. Was given tracker info that finally gave info that order would be coming tomorrow Friday 5th. Broke three promises, ruined our celebration. Shocking to wait 6 days for a next day delivery service. That's if it does turn up tomorrow.

Bought a chain for my son for Xmas just over a year he had it an it fell off his kneck the clasp broke u can see it hasn't been pulled an it's definitely dwn to manufacturer an they want to charge £60 fee when it should be covered by them not Happy with the service an the attitude of the girl I spoke to

Purchased a gold ring for my partners 60th, sent for alteration on the 17th June and will still haven't had the ring back . Very disappointing considering we were promised that the ring would be on time for the birthday that has now passed.

Also despite being told we would get call backs with updates about the ring we have to do all the running.

We are still waiting for the ring and now its likely that we will seek a full refund!

Excellent service with definitely shop Ernest Jones Cardiff again thanks very much

Excellent customer service from the friendly staff

Excellent staff and great service. Didn't purchase but i know where to go when I am ready to buy.

We went looking for wedding ring and the staff were very helpful.

The young gentleman and lovely lady who served me on your Queen street cardiff store where Brilliant, being gay and wanting to buy something personal like a ring for your partner can be very daunting as you never know how you will be received. But they both couldn’t have been more helpful. The both people of here great in helping me choose the perfect gift and then getting the ring engraved which was very personal and it was handled with complete professionalism. We bought our engagement rings with your company 15 years ago (Southampton store) and then our wedding rings 10 years ago and your company has always been brilliant. Thank you 🙏 Stu

After looking around we found the right ring at the right price and the lady who sold it was wonderful

We were looking for a special ring for our 25th anniversary. Service was excellent and we had the perfect ring.

Excellent service
Fabulous customer service

Very friendly and helpful member of staff. Very patient despite me not knowing what I really wanted.

Lovely helpful staff highly recommend them. Many thanks Alan