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
Created with AI, based on recent reviews
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.
Company replied
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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I BroughtTwo watches from Mappin &webb…
I BroughtTwo watches from Mappin &webb Birmingham city centre .I Dealt with Adam this time round the gentleman is true to his word .Also they have a great range of different watches All the staff are helpful i would recommend going in there and looking at there watches and jewellery.Carl M
March 25, 2026
Unprompted review
Reply from Mappin & Webb
Hi Carl M,
Thank you so much for taking the time to share your wonderful feedback! We’re delighted to hear that your experience at Mappin & Webb Birmingham was a positive one.
Adam will be thrilled to know that his service made such an impact, he prides himself on being true to his word, and it’s great to see that reflected in your visit. We’re also pleased that you enjoyed exploring our range of watches and found our team helpful throughout.
Your recommendation means a great deal to us. We look forward to welcoming you back again soon, whether it’s to browse our latest timepieces or explore our jewellery collections.
Best Wishes
Kim
Prompt informed service
March 25, 2026
Reply from Mappin & Webb
Hi Maureen,
Thank you so much for your lovely 5‑star review!
I’m really glad to hear you found the service prompt and informative. It was our pleasure assisting you, and if you need anything else in the future, we are always here to help.😊
Best Wishes
Kim
I would like to have received a receipt…
I would like to have received a receipt and a description of the pearls for insurance purposes.
March 24, 2026
Reply from Mappin & Webb
Hi Judith,
Thank you for your review.
Please may I kindly ask you to contact us directly using the email address enquiries@mappinandwebb.com, a member of the client experience team will be happy to assist you.
Best Wishes
Kim
Reply from Mappin & Webb
Hi ML,
Thank you so much for your wonderful 5‑star review!
We’re delighted to hear you received a first‑class service from start to finish. It truly means a lot to us to know that your experience was smooth and enjoyable.
Best Wishes
Kim
A company you can trust, thank goodness.
At a time when you aren't sure if a website is safe and you may get scammed, here's one website you can trust MappinandWebb.com
The quality watch I bought for my Husband on a Sunday arrived safely next day. Totally impressed with the well wrapped service. Highly recommend this company for that little extra.
March 23, 2026
Reply from Mappin & Webb
Hi Karen,
Thank you so much for your wonderful review!
We’re delighted to hear that you felt confident shopping with us and that your husband’s timepiece arrived safely the very next day. It’s great to know our packaging and service made such a positive impression.
Your recommendation truly means a lot. We hope your husband enjoys his new timepiece, and we look forward to welcoming you back for that next special purchase.
Best Wishes
Kim
Fantastic watch at a great price
Fantastic watch at a great price, easy to buy online and delivered the next day
Great shopping experience!
March 22, 2026
Reply from Mappin & Webb
Hi Clive,
Thank you so much for your wonderful review!
We’re thrilled to hear that you found the perfect timepiece at a great price and that the online ordering process was quick and easy.
It’s great to know your delivery arrived the next day and that you enjoyed your experience with us.
We truly appreciate you choosing us and hope to welcome you back again soon!
Best Wishes
Kim
Excellent customer service from Newcastle
Excellent customer service from Mappin & Webb in Newcastle. Andrew was very helpful on the telephone. He went out of his way to order the item & looked into the best way to send the item to me quickly & securely for a work leaving gift.
Many thanks.
March 21, 2026
Reply from Mappin & Webb
Hi Ms Roberts,
Thank you so much for taking the time to share your lovely feedback!
We’re delighted to hear that Andrew provided such helpful and efficient service. Ensuring your item was ordered quickly and securely especially for a special work leaving gift means a lot to us, and we’re so pleased everything went smoothly.
We truly appreciate your kind words and look forward to assisting you again in the future.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Rado,
Thank you so much for your 5‑star review! ⭐
We’re thrilled to hear that you’re enjoying your timepiece. Enjoy your new timepiece!
Best Wishes
Kim
Reply from Mappin & Webb
Hi Lustinian,
Thank you so much for your wonderful 5‑star review! 🌟
We’re delighted to hear that your delivery arrived quickly and with great care. Providing a smooth and reliable experience is something we take pride in, and it means a lot to know we got it right for you.
Best Wishes
Kim
Excellent sales and service
The website is easy to navigate. The jewellery items are clearly displayed and magnified. The speed of delivery (next day) was excellent.
March 20, 2026
Reply from Mappin & Webb
Hi Bronwen,
Thank you so much for your wonderful 5‑star review!
We're delighted to hear you found our website easy to navigate and enjoyed viewing our jewellery with the magnified display. It's great to know your order arrived quickly and met your expectations.
We truly appreciate you taking the time to share your experience, and we hope to welcome you back again soon!
Best Wishes
Kim
Handling of mishap
Full disclosure - this actually originated with a huge disappointment! Things went wrong and an important gift didn't work out. I expressed this via a complaint and how this was handled resulted in the above five stars and my trust in Mappin & Webb restored. I was contacted and they fully took my views on board, which in itself was enough, but they also went beyond with a gesture of goodwill that I hugely appreciated. And this, I suppose, is what a reputable business does - things do go wrong sometimes, but it's how mistakes are responded to that really shows true colours.
March 20, 2026
Reply from Mappin & Webb
Hi Anna,
Thank you so much for taking the time to share this thoughtful feedback. While we're truly sorry that your experience began with disappointment, we’re grateful for the opportunity you gave us to make things right.
It’s wonderful to hear that our team’s actions helped restore your trust and that our gesture of goodwill was appreciated.
Your kind words mean a great deal to us, and they’ll be shared with the team. If there is ever anything more we can do, we’re always here to help.
Thank you again for your understanding and for your five‑star review, it genuinely means the world to us.
Best Wishes
Kim
Product great but delivery service from…
Product great but delivery service from DHL was really poor.
March 17, 2026
Reply from Mappin & Webb
Hi Jeremy,
Thank you for your feedback. We’re really pleased to hear that you loved the product, but we’re very sorry that the delivery experience with DHL didn’t meet expectations. This isn’t the level of service we want for our clients.
We will pass your comments on to DHL and review this with them to help improve future deliveries.
Thank you again for taking the time to let us know.
Best Wishes
Kim
Amazing service
Amazing service, ordered on Saturday night and item arrived on Monday. Item was well packaged and nicely presented.
March 17, 2026
Reply from Mappin & Webb
Hi,
Thank you so much for your wonderful review! We're delighted to hear your order arrived quickly and that you loved the packaging and presentation.
It means a lot to us that you took the time to share your experience. We hope you enjoy your item
Best Wishes
Kim
The white gold pearl and diamond…
The white gold pearl and diamond necklace and earrings I bought for my wife are absolutely beautiful. I was able to speak to a human adviser on the phone. I was given excellent support and advice that really helped me make my choice. The delivery was efficient and took less than a week. All round excellent experience. High quality jewelry, excellent service and prompt delivery.
March 13, 2026
Reply from Mappin & Webb
Hi Mr Biard,
Thank you so much for your wonderful review!
We’re delighted to hear that your wife’s white gold pearl and diamond necklace and earrings are everything you hoped for. It’s great to know our adviser was able to offer the support and guidance you needed to make the perfect choice.
We’re also pleased that your delivery arrived promptly and that the whole experience felt smooth and enjoyable. Your kind words mean a lot to our team.
Thank you again for choosing us, we hope your wife continues to enjoy her beautiful jewellery!
Best Wishes
Kim
Fantastic on line service
Fantastic on line service, kept fully up to date via email, watch delivery was delayed and when contacting customer service via phone and chat full up date and estimated delivery given which was correct and my watch was delivered in the time frame they gave.
March 12, 2026
Reply from Mappin & Webb
Hi Paul Latham,
Thank you so much for your fantastic review!
We’re delighted to hear that you found our online service helpful and that our email updates kept you informed throughout your order.
We’re especially pleased that our customer service team both over the phone and on chat were able to provide clear updates and an accurate delivery timeframe. It’s great to know your watch arrived exactly as expected.
We truly appreciate you taking the time to share your experience, and we hope you enjoy your new watch!
Best Wishes
Kim
Amazingly quick delivery after repeated…
Amazingly quick delivery after repeated issues trying to write a message for gift wrap. Bit really pleased with purchase and packaging.
March 8, 2026
Reply from Mappin & Webb
Hi Sophie James,
Thank you so much for your lovely review! We’re really pleased to hear that your delivery arrived quickly and that you’re happy with your purchase and packaging.
We’re sorry you experienced some difficulty when trying to add a gift‑wrap message, but we’re glad everything worked out in the end. If you ever need help with this in the future, we’re always here to assist.
Thanks again for choosing us!
Best Wishes
Kim
Helpful advisors (had several issues…
Helpful advisors (had several issues with DPD) who could and wanted to find solutions to problems
March 6, 2026
Reply from Mappin & Webb
Hi Elizabeth,
Thank you so much for taking the time to leave this feedback! We're really glad to hear that our advisors were able to support you especially after the issues you experienced with DPD.
Our team is always committed to finding solutions and making things as smooth as possible, so it’s great to know their efforts made a difference.
Best Wishes
Kim
Great service Great product
Order was delivered next day...and communication was great....very pleased.
March 6, 2026
Reply from Mappin & Webb
Hi Samantha T,
Thank you so much for your wonderful 5‑star review! We’re delighted to hear your order arrived the very next day and that you were happy with the communication throughout.
We’re thrilled that you’re so pleased with your experience.
Best Wishes
Kim
Purely based on the product itself
Purely based on the product itself. The picture and what turned up were completely different. Sent it back
March 6, 2026
Reply from Mappin & Webb
Hi Martin,
Thank you for taking the time to share your feedback. We’re really sorry to hear that the item you received didn’t match the picture that’s definitely not the experience we want for our customers. We appreciate you returning it.
If you’re open to it, please get in touch with our customer care team so we can help you find a product that meets your expectations. Your feedback helps us improve, and we truly value it.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Aaron,
Thank you so much for your wonderful 5‑star review! We’re delighted to hear that our sales advisor was patient, helpful, and able to explain everything clearly.
Providing a supportive and friendly experience is really important to us, so it’s lovely to know we got it right.
Best Wishes
Kim
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