(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.