I took am Omega watch for repair to Mappin & Webb Kingston-upon-Thames. It had to be sent off to Longines Omega, who took an awfully long time to repair it, over eight months, repeatedly ordering a w... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Prompt response to order and dispatch by M&W. Courier driver dropped off without signature request. Item well packed/good order/ very pleased.
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Looking for something a little special for my husband as a little surprise, found what I was looking for order place with next day delivery available what more do you want!! Informed re exact time... See more
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Bought Seiko for the Mrs, partly using a £350 gift voucher that I received after buying a Cartier De Santos a few weeks ago. Very easy to do and great after care , plenty of information given on how a... See more
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Company details
About Mappin & Webb
Written by the company
DISCOVER LUXURY WATCHES
DISCOVER LUXURY JEWELLERY
DISCOVER ENGAGEMENT RINGS
EST. 1775
Mappin & Webb is a true British treasure with over 240 years of tradition and historical significance in the world of silver and fine jewellery.
It’s a story that began in 1775, when Jonathan Mappin opened a workshop in Sheffield. His mission was to create the most beautifully crafted silverware for British society.
Over the immediate years that followed, the company expanded internationally with commissions from Monarchs around the world. Synonymous with excellence, craftsmanship and all things truly British, the company was soon granted a Royal Warrant by Her Majesty Queen Victoria in 1897.
The Company has proudly held a Royal Warrant to each succeeding monarch and currently holds appointments as ‘Jewellers, Goldsmiths and Silversmiths’ to Her Majesty The Queen and ‘Silversmiths’ to His Royal Highness The Prince of Wales.
If our service has fallen below your expectations and you are not entirely happy with your recent experience, please raise a formal complaint by contacting customer.relations@thewosgroup.com
Contact info
4.3
Excellent
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 88% of negative reviews
Typically replies within 2 weeks
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Third visit in five weeks
Third visit in five weeks, once again Tina and the rest of the team at Mappin and Webb York went above and beyond my expectations to source a watch for my sons graduation
Nothing is a problem to the team and their politeness and professionalism stands out every visit
Save yourself time and head straight to the York showroom for any watches or jewellery you require
June 16, 2026
Unprompted review
Reply from Mappin & Webb
Hi D B,
Thank you so much for your kind words and for returning to visit us again, it truly means a great deal to the whole team.
We’re absolutely delighted to hear that Tina and the team at Mappin & Webb York were able to once again exceed your expectations, especially for such a special occasion as your son’s graduation.
Helping you find the perfect watch for a meaningful milestone is exactly what we strive for, and it’s wonderful to know that our service made the experience even more memorable.
Your praise for the team’s professionalism, politeness and “nothing is too much trouble” attitude will be shared with them, they will be thrilled to hear your feedback.
We look forward to welcoming you back on your next visit to the York showroom. Thank you again for your continued support and recommendation.
Best Wishes
Kim
Great experience from start to finish.
The ordering process simple, delivery very prompt.
June 16, 2026
Reply from Mappin & Webb
Dear Jamie Hedderman,
Thank you for your great 5* review.
I am delighted that you found our ordering process simple and had prompt delivery.
Warm Regards,
Mia.
Reply from Mappin & Webb
Hi Michael,
Thank you so much for the 5 star review. It is great to hear that you found the website easy to use and received your order with no problems.
We do hope that you will shop with us again soon.
Best Wishes
Kim
I finally bought a chain with ring…
I finally bought a chain with ring pendant on the online shop. There was nothing in the description of the piece about either the length of the chain or the gold weight of the piece. I asked FIVE time for this fairly basic info without the courtesy of a reply. Rather than let the piece go due to poor customer service, I went ahead and bought the chain. It is small and I wouldn’t have bought it if I’d been given the information requested. However, it is a lovely piece and I am not sure I want to return it. Disappointing experience all round ‘though and I am sure you could have done better.
June 14, 2026
Reply from Mappin & Webb
Hi Brenda,
Thank you for taking the time to share your feedback.
We’re truly sorry to hear about your experience, particularly the lack of response to your enquiries prior to purchase.
We’re pleased to hear that you find the piece lovely, but we completely understand your disappointment in receiving an item that did not meet your expectations due to missing information.
Your feedback has been noted and will be shared with our team to ensure we improve both our product descriptions and our responsiveness moving forward.
If you would like any further details about your piece, or if you are still considering your options, please don’t hesitate to reach out to us directly, we’d be more than happy to assist you.
Thank you again for your honest feedback; it helps us do better.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Michael,
Thank you for your kind feedback! We’re delighted to hear that you were pleased with our prices and next-day delivery. Providing excellent service is always our priority, so it’s wonderful to know we met your expectations.
We truly appreciate your support and look forward to serving you again soon!
Best Wishes
Kim
Reply from Mappin & Webb
Dear Kenny,
Thank you for leaving a 5* review.
I am pleased to hear that you had great service, thank you for your purchase.
Best Wishes,
Mia.
Great experience,all staff were…
Great experience,all staff were friendly and we were assisted by Joseph who helped us pick out a birthday gift.The store was immaculate and Joseph went above and beyond to make our visit effortless
June 14, 2026
Reply from Mappin & Webb
Dear Emma,
Thank you for your 5* review.
We are pleased to hear that you are happy with the experience you received from Joseph when picking out a birthday gift.
Best Wishes,
Mia.
First bracelet broke in two days
First bracelet broke in two days, eventually replaced, customer service impossible to get an answer from, replacement bracelet broke within 3 days in exactly same place, just dropped off!!!
Update received a reply, not mentioning it’s the second broken bracelet, and suggesting I contact customer service! This I did last week, all I got was an instruction to return!!!
June 6, 2026
Reply from Mappin & Webb
Dear David,
Thanks for sharing your feedback. We are sorry to learn that your bracelet broke shortly after purchase and that you experienced difficulty contacting our customer service team, and we apologise that our service did not satisfy your expectations.
We would welcome the opportunity to put this right for you, please contact us on client.experience@thewosgroup.com.
Kind Regards,
Mia.
The ordering process and aftercare was…
The ordering process and aftercare was excellent, I would have given 5 if it wasn’t for the failed delivery and lack of response from DPD
June 12, 2026
Reply from Mappin & Webb
Dear Corvene,
Thanks for sharing your feedback. We are pleased to learn that you found the ordering process and aftercare excellent, however we are sorry to hear about the failed delivery and lack of response from the courier, and we apologise that this impacted your overall experience.
Kind Regards,
Mia.
Great products and service …
Suzy was very friendly and knowledgeable. There was a good range of products and the visit to the York store was a real pleasure. We would definitely recommend this store and special thanks to Suzy for all your help
June 11, 2026
Reply from Mappin & Webb
Dear Brandon,
Thanks for sharing your feedback. We are delighted to learn about your positive experience with Suzy and that you enjoyed the range of products during your visit to our York store.
We truly appreciate your recommendation and will be sure to pass on your kind words.
Kind Regards,
Mia.
Ordered and arrived seven days later
Ordered and arrived seven days later, received email telling me when it was due by courier. Beautifully packed.
June 10, 2026
Reply from Mappin & Webb
Dear Beverley,
Thankyou for leaving a 5* review.
I am pleased to hear that you are happy with the delivery and that you were kept informed.
Kind Regards,
Mia.
Reply from Mappin & Webb
Dear David,
Thank you for the 5* review.
We are pleased to hear that you are happy with the quality of our products and the prompt delivery, thank you for your purchase.
Best Wishes,
Mia.
Reply from Mappin & Webb
Dear Debbie Rudd,
Thank you for your lovely 5* review.
I am pleased that you have had a great service from start to finish.
Best Wishes,
Mia.
Reply from Mappin & Webb
Dear Lynne,
Thank you for taking the time to leave a 5* review. I am pleased to hear that the website is easy to order from and you are happy with the quick delivery and your purchase.
Kind Regards,
Mia.
Staff were fantastic I am always…
Staff were fantastic I am always well looked after I have bought a variety pieces which I am delighted with. Thankyou
June 7, 2026
Reply from Mappin & Webb
Dear Doreen,
We are delighted to hear that you are consistently well looked after and that you have been pleased with your purchases.
Best Wishes,
Mia.
Earrings bought online (by my husband)
Earrings bought online (by my husband), delivered in about 3 days - arrived yesterday (Saturday). Huggie-style earrings, so posts are supposed to click into hinged back, but did not click properly, so too easy to open and close (I lost one of this style earring last week - the lost one was not as easy to open and close, so I was afraid to wear them before the matter was rectified - only need to slightly bend posts, but felt that should be done by a M&P jeweller, as they were brand new). I phoned the Guildford branch who were happy to try to help, or exchange if not possible to fix, but they wanted me to make an appointment - not same day, so not convenient. Phoned Regent St (London) branch, Connor said they could not help in-store because they’d been bought online, and would not exchange, because they’d would be ‘giving away’ a pair! He gave me the number for ‘Customer Experience’, and said they were open 9-6, 7days a week (the only customer service team I’ve come across to work those hours at the weekend) but when I called, I was in the call queuing system (starting as No 4, then No1 for 35mins) for an hour, when I finally got a message saying there was no-one available to help, please try later!). I then drove to the Kingston branch (without phoning). They didn’t have the earrings in stock, so could not exchange them, but are sending them back for me, and have requested an exchange. All staff, but particularly Noay (don’t know correct spelling) were so helpful and understanding, and a credit to the company - we finally got the level of customer service we expected from Mappin & Webb. If we had had the same response as from the other stores, we would have just requested an immediate refund. If the new earrings have the same problem, we will just get a refund - as there appears to be a quality control issue - not what one expects when paying so much money for a product from such a reputable company!
June 7, 2026
Reply from Mappin & Webb
Dear Simon,
Thank you for your feedback. We’re very sorry to hear about the issue with the earring clasp and the difficulties you experienced seeking support. This is not the standard of quality or service we aim to provide. We appreciate your patience throughout and are pleased that the Kingston team, particularly Noay, were able to assist and arrange an exchange for you.
We do hope the replacement meets your expectations, but if you need any further support, please do not hesitate to contact us at client.experience@thewosgroup.com.
Kind Regards,
Mia.
Reply from Mappin & Webb
Dear Diana,
Thank you for taking the time to leave a wonderful review.
I am pleased to hear that you are happy with the speed of the delivery and that it is precise and safe, thank you for your purchase.
Best Wishes,
Mia.
Excellent in store experience (Glasgow) and then delivery…
Excellent in store and then delivery experience.
From the moment we walked into the store we were treated with courtesy and respect, the sales lady was knowledgeable and professional, we were seated and offered drinks & cocktails.
Insurance was offered but not hard sold to us, we had the option to think about it and told clear timelines.
After choosing & paying for the watch we were not hurried out of the store and it was a very pleasant experience.
The watch arrived beautifully packaged to our front door.
We would certainly purchase in store and online again.
Thank you 🤩
June 1, 2026
Reply from Mappin & Webb
Dear Katie,
Thank you for this lovely 5* review. We are delighted to hear that you had such a positive experience both instore and with delivery. It is great to know that you would purchase in store and online again and we hope to welcome you back soon.
Best Wishes,
Mia.
Very Happy
Respected company fast delivery easy payment options. My wife won't see it until 20th June, her 60th birthday so cross fingers.
June 4, 2026
Reply from Mappin & Webb
Dear Kevin,
Thank you for your lovely review. We’re so pleased to hear that you were happy with the service, delivery, and payment options. We hope she loves it when she opens it on her 60th birthday. Thank you again for choosing us, and we appreciate your kind words.
Best Wishes,
Mia.
Very quick response to order and fast…
Very quick response to order and fast next day delivery
June 1, 2026
Reply from Mappin & Webb
Hi,
Thank you for taking the time to leave a wonderful 5* review.
I am pleased to hear that you are happy with the speed of response and the delivery for your purchase.
Best Wishes,
Mia.
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