Maddisons of Durham Reviews 

Ordered a bezel and came in a few days, excellent. Replied pretty quick via email too so good customer service. Would order from again.

I ordered a small set of polishing sticks, total price only £6.94 on 28 May. I happened to check on Sun 31 May the Royal Mail tracking to find out that they had delivered the parcel on Fri 29 May. However, I was in all day and no parcel was delivered to the house (it would have been a small packet that would fit through the letterbox). Having checked the RING doorbell video footage that runs 24/7, it was confirmed that NO delivery was made to the house on that day and none of the neighbours appear to have it. I emailed the company to find out what was going on. They didn’t bother to reply.
On Monday 1 Jun, I called them. The first lady was apologetic but told me that they could not do anything as RM said they had delivered it. I was told to visit the delivery office and ask RM to investigate. Basically, it was my problem, not theirs! I was rather annoyed at her rather useless response so I went away to investigate. I spoke to RM and was told that the seller needs to investigate, not me. Having researched my consumer rights, I called the company back a short time later and spoke to a different lady (Beth). She said that she would investigate and raise a report with RM.
Immediately after the chat with Beth, I sent the company a formal email reminding them of their legal responsibilities under Section 28 of the Consumer Rights Act 2015 and that they have 10 working days (2 weeks) to arrange for a full refund or a replacement. I also reminded them that I am not required by law to wait for the outcome of any internal investigation or compensation payout between the company and Royal Mail before this matter is resolved. I have yet to receive a response or confirmation that they even received the email.
I imagine that they won’t respond so I may have to initiate a dispute with Paypal, or a Chargeback from my credit card provider in 2 weeks’ time.
I can’t believe for the sake of £6.94 that they wont just send me a replacement! I appreciate the poor reliability of Royal Mail can be very frustrating, but Maddisons are aware of the issues and they should not pass this problem on to their customers. Not a good way of keeping honest customers. Regardless of the final outcome, I won’t be using this company again if they treat customers like this. It seems the other poor customer service reviews are justified. AVOID.
Update: 3 June - money refunded! However, email says " ..on this occasion we will process a full refund for you" as if they are doing me a favour! Anyway, sorted.

Lightspeed delivery,quality watch parts,amazing price...

Excellent range of products and extremely prompt delivery. I will have no hesitation in dealing with this company in the future.

Great quaity of enamel, carefully packaged and delivered quickly. Really good value for money and I would recommend to other jewellers needing enamel supplies

I bought a screwdriver for my glasses and the product is well made and it was delivered with care, thank you for my item

I put one star but unfortunately it won't allow me to give 0 stars. What an absolute waist of time. I contacted them by email wanting a stem for my vintage watch i gave them the caliber number then I received and email 24 hrs later asking me for the caliber number I said I emailed it to them and 24 hrs later they said we don't recognise the number can I resend the caliber number so I sent them another email with a photo of the back of the watch and the caliber number on it and 24 hrs later I received another email saying they cant see the phone even a half blinded person could see it. Seeing all these positive reviews are 100% made up lies i strongly recommend people avoid them this businesses needs to be liquidated because its rubbish amitures who dont know what they are doing. I eventually found a guy who I called from a different watch company who found what I needed and has posted it out to me.

Ordered a watch strap which arrived in a timely manner. Unfortunately it was the incorrect width. Contacted them and they said they would contact me when the out of stock strap was available. I used the free returns service via Royal Mail. And then a call from Becky to say they were posting the new one out.

Review will be updated if issue gets resolved, Placed an order for a watch movement, tracking number sent does not work, item still has not been recieved and have left emails with no response, its not looking great at the moment, I'm very disappointed.

Wish I'd read some of the poorer reviews before placing my order.
First of all I got an email saying one item wasn't available and would accept a smaller one to which I replied that I would.
So I've waited for a delivery and it's not turned up. I have tried to contact them in various ways, email, phone and via their website.
Not one reply.
To cap it all, they've got my money and charged me for the unavailable item which is more expensive than the alternative offered.
To say I'm unhappy with their service is a massive understatement and I would advise anyone thinking of buying from this company to go elsewhere.

Ordered smoothing broach set yesterday , today it arrived very well packaged as well ! Very pleased......

Good quality item

An excellent blow torch which arrived quickly. Does a brilliant job on both silver and brass. A 5 star product and 5 star service. I will be buying more items from Maddisons.

I was looking for a particular larger diameter yet reliable size watch case back wrench. Maddison’s not only stocked but were very competitive on their prices and had a speedy home delivery time. Would definitely use again in the future and recommend to others.

I found the interest shown by the staff refreshing.

Always quality products, efficient and prompt service.

I did not get the correct item. I do not know who made the mistake, since the code of the item matches, however based on the size and on the website photo it is obviously not what is needed. I contacted the company and are waiting for the answer.

Good website. Easy to order. Fast delivery. Product looks good.