Every review we hold for the Roath office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleA terrible experience in general. From Helen who forgot about my referencing until 2 days before signing the contract, through various other staff members who promised things will be fixed and then made us wait 3-4 months until we phoned again to remind them. We ended up having on and off heating and hot water turning off every 40 sec. due to boiler being fixed several times over 6 months rather than being replaced in the first place.
They go snooping around the house while doing interim visits, appoint out of ordinary inventory checks due to "landlord requests".
They will constantly disregard your opinion telling you you are wrong, even when you've actually taken a legal advice in the matter (Natalie in this case)
It will all be topped up with trying to take half of your deposit even though the check out report prepared by Oliver says the house was left in a good shape with reasonable wear and tear, but when you point it out he will keep sending you back to inventory you were never sent or have signed.
This agency is a JOKE. Starting with the first contact staff in the agency all the way up to lying managers at the head office who can't admit to the landlord they have neglected the property for 3 years of tenancy and take contractors from out of Cardiff which charge 200% for jobs. Everything comes down to thinking that the tenant will pay for all.
Good advice to any present tenants. Take pictures of everything before and after, whatever needs attention or fixing make sure you have their words on paper or in an email. They will use every opportunity to twist facts and blame things on you.
I 12 years of renting properties in cardiff I have never had a problem like this nor I had to take legal action against an agency, which I am preparing to do now.
If you are thinking of renting from them ten think twice and avoid at all cost.
Response to Agency.
The truth is you just got your backsides handed to yourselves, when the adjudicator ruled in our favor based on evidence provided mostly by your own employee.
I have read correspondence between Oliver and the Landlord and the service he represents is way below what an award winning agency should represent. When an agent prepares a check out report which states the floor coverings are: "all in line with fair wear and tear" and then agrees with landlord to charge the tenant for carpet cleaning, then the level of conduct is obvious here.
You can lie to yourselves as much as you can but award winning ends here, as you've clearly gone over your heads.
Filip · 25 May 2020
Agent replied · 24 June 2023
Hi Filip, Thank you for taking the time to review us. As you are aware, at the time of your review the deposit dispute process was under way and we were working towards a fair outcome for both parties. It is important that tenants acknowledge their responsibilities whilst renting a property, and we recommend that they check their signed tenancy agreement, if in any doubt. We agree that it is a good idea for tenants to provide us with photos and written correspondence when issues arise, to allow us to advise the landlord accordingly. As much of your review is based upon assumption, we cannot address why you have drawn the conclusions you have, although, as a multi-award winning agency who have won 19 awards within a 9 year period and have a reputation of delivering excellent service, i can say wholeheartedly that the way we conduct ourselves is in no way equal to the conduct you describe.
★★★★★ 1/5
GoogleYour sign has been on the pavement for weeks. Come and pick it up
You can find it at dogfield street
Ta
Sam · 20 April 2025
Agent replied · 20 March 2026
Dear Sam,
We value your feedback and sincerely appreciate you taking the time to share your experience with us. Our goal is to provide exceptional service, and we take any concerns from our customers very seriously. We apologise for falling short of your expectations on this occasion and truly appreciate you bringing this to our attention.
Best regards, Customer Care Team
★★★★★ 5/5
GoogleI have recently enquired about a property and Andrew helped us arranged the viewing as well as showing the property. He was very professional, friendly and helpful. They response very quickly to the calls and emails, also they answer all your question with good explanation. Highly Recommended.
Taslima · 20 March 2024
Agent replied · 22 March 2024
Dear Taslima Asha
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
The Trusted AgentOutstanding Service
All members of staff were excellent and kept us appraised of the sale from beginning to end. Calls were always returned promptly and Annemarie, Maria and Siobhan were friendly and efficient.
From the initial valuation by Andrew Trinnick through to Jill O'Shea in Sales Progression, I was impressed by the professionalism shown.
I would have no hesitation in recommending them either to sell or purchase or property through.
Melinda · 21 September 2016
★★★★★ 5/5
GoogleMercedes showed me around a property and was great. Friendly and knowledgeable and the application process was really easy and smooth. Highly recommend
Rachel · 20 March 2025
Agent replied · 20 June 2024
Dear Rachel Deere
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleHad a viewing today was conducted professionally, felt welcome when viewing the property and was very happy ith the information i was provided!
Robin · 20 March 2025
Agent replied · 20 March 2026
Dear Robin Hades-rose
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleI'd strongly recommend Hannah at Moginie James. She's both efficient and knowledgeable while also being very friendly.
Ben · 27 September 2022
Agent replied · 24 June 2023
Dear Ben
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 1/5
GoogleA terrible experience in general. From Helen who forgot about my referencing until 2 days before signing the contract, through various other staff members who promised things will be fixed and then made us wait 3-4 months until we phoned again to remind them. We ended up having on and off heating and hot water turning off every 40 sec. due to boiler being fixed several times over 6 months rather than being replaced in the first place.
They go snooping around the house while doing interim visits, appoint out of ordinary inventory checks due to "landlord requests".
They will constantly disregard your opinion telling you you are wrong, even when you've actually taken a legal advice in the matter (Natalie in this case)
It will all be topped up with trying to take half of your deposit even though the check out report prepared by Oliver says the house was left in a good shape with reasonable wear and tear, but when you point it out he will keep sending you back to inventory you were never sent or have signed.
This agency is a JOKE. Starting with the first contact staff in the agency all the way up to lying managers at the head office who can't admit to the landlord they have neglected the property for 3 years of tenancy and take contractors from out of Cardiff which charge 200% for jobs. Everything comes down to thinking that the tenant will pay for all.
Good advice to any present tenants. Take pictures of everything before and after, whatever needs attention or fixing make sure you have their words on paper or in an email. They will use every opportunity to twist facts and blame things on you.
I 12 years of renting properties in cardiff I have never had a problem like this nor I had to take legal action against an agency, which I am preparing to do now.
If you are thinking of renting from them ten think twice and avoid at all cost.
Response to Agency.
The truth is you just got your backsides handed to yourselves, when the adjudicator ruled in our favor based on evidence provided mostly by your own employee.
I have read correspondence between Oliver and the Landlord and the service he represents is way below what an award winning agency should represent. When an agent prepares a check out report which states the floor coverings are: "all in line with fair wear and tear" and then agrees with landlord to charge the tenant for carpet cleaning, then the level of conduct is obvious here.
You can lie to yourselves as much as you can but award winning ends here, as you've clearly gone over your heads.
Filip · 29 July 2019
Agent replied
Hi Filip, Thank you for taking the time to review us. As you are aware, at the time of your review the deposit dispute process was under way and we were working towards a fair outcome for both parties. It is important that tenants acknowledge their responsibilities whilst renting a property, and we recommend that they check their signed tenancy agreement, if in any doubt. We agree that it is a good idea for tenants to provide us with photos and written correspondence when issues arise, to allow us to advise the landlord accordingly. As much of your review is based upon assumption, we cannot address why you have drawn the conclusions you have, although, as a multi-award winning agency who have won 19 awards within a 9 year period and have a reputation of delivering excellent service, i can say wholeheartedly that the way we conduct ourselves is in no way equal to the conduct you describe.
★★★★★ 5/5
GoogleHad excellent customer service from the team in Roath but especially Hannah! I had been searching for a property with a few different agents but Moginie James really stood out from the rest. Hannah made everything easy for me and nothing was too much! Definitely recommend to any tenants and landlords.
Sarah · 24 June 2022
★★★★★ 5/5
GoogleI cannot recommend this company enough. If you are looking to rent/buy or sell you will not be disappointed.
Everyone has been absolutely fantastic and they have gone out of their way to help me with my house sale and purchase. They even hand delivered some documents I needed when I was ill and couldn't get to the office.
They have a very friendly and close knit team there as well as having a great manager onboard who has also been so supportive.
I would recommend them to anyone looking to use an estate agent as they really do offer a 5 star service. Thanks again guys!
Liz · 25 June 2019
Agent replied
Wow, we cannot thank you enough for your review Liz. We are incredibly touched and appreciative of your kind words. Buying and Selling can be hard enough at times, so we always take every opportunity we possibly can to go above and beyond for our clients. We truly believe that it's the little things that matter and every single member of the Moginie James team take that personally. We are so fortunate and proud to have the team we do, and wonderful clients such as yourself! Thank you so much, The Moginie James Team.
★★★★★ 5/5
The Trusted AgentAlyson and Cat
The staff at Morginie James throughout the process were always very helpful. In particular Alyson and Cat. They were both very communicative and informative and made the whole process a lot easier and less stressful. They were always upbeat about the situation and showed to really care about the outcome. Thank you for all of your help! I would most certainly recommend Morgine James to work with.
Hayley · 29 November 2016
★★★★★ 5/5
GoogleOliver has been amazing throughout the whole purchasing process giving great advice and finding the best deals to suit my needs. Excellently service at all times.
Sarah · 20 April 2021
Agent replied
Dear Sarah Bedwell!
Thank you for taking the time to review your recent experience with our Moginie James Estate Agents - Roath Sales and Lettings Office branch. It's pleasing that we could provide you with a positive experience. Don't hesitate to be in touch if you require anything further.
Kind regards Customer Care Team
★★★★★ 5/5
GoogleMercedes has given me a fiver star service cannot fault the proffetionalism polite manner and expertise which make this application very easy
Alan · 20 March 2025
Agent replied · 27 August 2024
Dear Alan Fry
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleAmazing service from start to finish, Mercedes took us around a property and provided all information needed and more! Thank you!
Sadie · 20 March 2025
Agent replied · 10 December 2024
Dear Sadie Sumner
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleWe had a viewing with mercedes and she was amazing. Very helpful and answered all of our queries. Highly recommend 😁 …
Bidhan · 20 March 2025
Agent replied · 20 March 2026
Dear Bidhan Shrestha
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleExcellent service from the team and particularly Harry who was very helpful.
Susan · 24 February 2023
Agent replied · 24 June 2023
Dear Susan
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleAfter getting frustrated with agents who don’t call back after weeks of leaving several messages, it was a welcome surprise to experience the services of Chris Ashton and Dylan Burberry at the Roath branch of Moginie James. They combined their skills to try to find us accommodation. Thank you guys for your efforts . Marilyn
MA · 24 July 2023
Agent replied · 29 July 2023
Dear Aspley Yerlands
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleVery friendly and professional team.
Jamal · 20 September 2025
Agent replied · 20 March 2026
Dear Jamal Amro, Thank you for your wonderful review! We are thrilled to hear that you had a positive experience with us. Your feedback motivates our team to continue delivering exceptional service. We look forward to welcoming you back soon!
Kind regards, Customer Care Team
★★★★★ 5/5
GoogleThe staff were so kind and professional.
thanks
Reza · 20 August 2025
Agent replied · 20 March 2026
Dear Reza Gholami
We greatly appreciate your 5-star review and the time you took to share your experience with us. Your feedback is invaluable and motivates our team to continue delivering exceptional service. We look forward to welcoming you back soon!
Many thanks,
Customer Care Team
★★★★★ 1/5
FacebookOnce leaving the tenancy, they took our full deposit and blamed maintenance issues with the property.
We had to ask for a new dishwasher and washing machine as well as a new back door throughout the tenancy, we made them aware of all problems.
We went nearly a week without heating in February with little to no contact off their behalf
Awful contact, awful agency with awful staff who couldn’t give a spare thought about your living conditions or money. They took £1,295 over some overgrown bushes and a couple of boxes left in the hall that we couldn’t dispose of (they were made aware of that)
Don’t bother with them
Josh · 29 August 2018
Agent replied
Hi Josh,
We are sorry to hear you had maintenance issues during the tenancy but we are very pleased to know that your landlord did provide you with a new washing machine, new dishwasher and new door, as well as providing a lawnmower and gardening equi…See more
★★★★★ 1/5
GoogleAbsolutely horrific estate agents. Left communual corridor roof with huge leak and damp floors for months, front door of flats was smashed in and left unlocked for months. Ignored emails, or promised to resolve these issue with no action. Poor comminication. Dismal property management.
Raegan-lee · 20 March 2024
Agent replied · 22 March 2024
Dear Raegan-lee Lawless,
We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. Thank you for notifying us and we are sorry we did not meet your expectation in this instance.
Kind regards, Customer Care Team
★★★★★ 5/5
GoogleVery professional viewing process, Andrew has done incredible well with us so far and is doing a great job.
Thank you.
Luke · 20 March 2025
Agent replied · 20 June 2024
Dear Luke B
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleWe had a very good service from Mercedes. She was very helpful and very nice. Thank you for your help Mercedes.
Duangta · 20 March 2025
Agent replied · 25 October 2024
Dear Duangta Phiadnok
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleFantastic service, great support and always on the ball to keep my purchase moving. Thank you especially to Cat Sollis who took such a personal interest and was incredibly professional.
Rebecca · 29 July 2019
Agent replied
Hi Rebecca, thank you so much for taking the time to review our service - we always strive to be supportive and proactive so to hear your lovely comments echoing the same sentiment makes us feel incredibly proud! Looking forward to that exciting day where we can hand over your new keys!
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
