I bought a £400 bangle from Mappin & Webb in Feb 2026 as a 70th birthday present. It was worn once or twice before the clasp came undone. Their workshop says it is misshapen and that... Mehr ansehen
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Das sagen Bewerter
First class service from the Team in Glasgow. Special mention to Lorna who always gives a warm friendly welcomes Great customer service also from Lorna. Have bought many pieces from her, and will sure... Mehr ansehen
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Dealt with Liam at Manchester branch, a truly great guy with a massive wealth of knowledge on watches. From the moment I walked in to walking out I felt at ease with Liam a great asset to the compan... Mehr ansehen
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Communication was very good. Delivery a day late than expected but arrived on the day i needed it. The item is perfect and packaging was an extra touch. Thank You i will be using you again and fully r... Mehr ansehen
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Unternehmensdetails
Über Mappin & Webb
Vom Unternehmen geschrieben
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
Kontaktinformationen
Vereinigtes Königreich
- 0800-111-4524
- mwenquiries@mappinandwebb.com
- mappinandwebb.com
4,3
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Das haben sich andere Leute angesehen
A deeply disappointing experience
A deeply disappointing experience – unacceptable customer service Mappin & Webb (Regent St, London)
I ordered a ring in April and have spent months chasing Mappin & Webb for basic updates. Numerous emails went unanswered. Phone calls led to the same scripted response that “someone will get back to you” — yet nobody ever did.
I have now cancelled the order and requested a refund, but the most concerning part is the complete lack of accountability. Management appear to have no regard for customer service, no interest in resolving issues, and no responsibility for the failings of their own processes. Staff seem encouraged to simply wash their hands of the situation rather than address the problem.
For a brand that markets itself as a luxury retailer, the service has been anything but. An entirely avoidable and extremely disappointing experience service or dissatisfaction but would rather get the staff to wash their hands of a lack of service. This seems to be a recurrent issue at the Regent Street Branch.
18. August 2026
Bewertung ohne vorherige Einladung
Antwort von Mappin & Webb
Hello,
Thank you for taking the time to share your feedback. We are sincerely sorry to hear about your experience and understand how frustrating it must have been to spend months chasing updates on your order without receiving the communication and support you expected.
The level of service you have described falls well short of the standards we strive to provide, particularly regarding communication, follow-up, and ownership of concerns. We appreciate how disappointing it is when expectations are not met, especially when purchasing from a luxury retailer.
We are particularly concerned to learn that your emails went unanswered and that your attempts to obtain updates and resolution were unsuccessful, ultimately leading to the cancellation of your order. Please accept our apologies for the inconvenience and disappointment this has caused.
We would welcome the opportunity to investigate this matter further and review the concerns you've raised. Please contact us at client.experience@thewosgroup.com with your order details, and a member of our team will be happy to look into this for you.
Thank you for bringing this to our attention. Your feedback is important and will be shared with the relevant management team for review.
Kind regards,
Kiera
Daniel Bell, what a star!
I purchased my first wish list timepiece from the Birmingham Boutique and it was a pleasure, thanks to the exceptional service from Daniel Bell. I purchased the timepiece back in February and it still amazes me every time I wear it.
Dan's knowledge is second to none and he made the whole experience not just for me, but for my family, one to remember. I'm grateful that it was Dan that was able to sell me the piece. I can't speak highly enough of him, he even went above and beyond fixing an issue with a screw on a time piece I had on at the time.
Dan, thank you for your service and I hope we get the opportunity to talk watches again very soon!
28. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von Mappin & Webb
Hello Tabriz,
Thank you for your wonderful review and for sharing your experience with us.
We're delighted to hear that purchasing your first wish-list timepiece with us was such a memorable occasion. Daniel Bell takes great pride in delivering exceptional service, and it's fantastic to know that his knowledge, professionalism, and passion helped make the experience special not only for you but for your family as well.
We're especially pleased to hear that Dan went above and beyond by assisting with your other timepiece and that your watch continues to bring you enjoyment every time you wear it. Moments like these are exactly what we strive to create for our clients.
We'll be sure to pass on your kind words to Dan, who will be thrilled to receive your feedback. Thank you once again for choosing Mappin and Webb, and we look forward to welcoming you back to the Birmingham Boutique for more watch conversations in the future.
Enjoy your timepiece, and we hope to see you again soon,
Kiera
Easy to order and product delivered…
Easy to order and product delivered following day…first class service.
16. August 2026
Antwort von Mappin & Webb
Hi Kenneth,
Thank you for your feedback!
We're delighted to hear you found the ordering process easy and received your item the very next day. We appreciate your kind words and look forward to serving you again soon.
Best Regards,
Mia-Lilly
Antwort von Mappin & Webb
Hi Freida McIntosh,
Thank you for your 5* review,
We're delighted to hear your order was delivered in less than 24 hours. We hope you enjoy your purchase and look forward to serving you again soon.
Best Regards,
Mia-Lilly
Easy transaction and speedy delivery
Easy transaction and speedy delivery, quality goods from a very well known brand.
Thank you.
14. August 2026
Antwort von Mappin & Webb
Hi Phil,
Thank you for you 5* review,
We are pleased to hear that you found the transaction easy and the speed of the delivery exceed your expectations!
Enjoy your purchase!
Many Thanks,
Mia-Lilly
Antwort von Mappin & Webb
Hello,
Thank you for your wonderful review!
We're delighted to hear that your purchase experience was seamless and that you found our tracking updates and email communication timely and helpful. It's also great to know your order arrived well wrapped. We really appreciate your feedback and hope to serve you again soon!
Best wishes,
Kiera
Always a treat to shop online at Mappin…
Always a treat to shop online at Mappin & Webb. Searching through the vast collection of watches is a most enjoyable experience. The ordering and checkout process is very efficient and simple to follow.
10. August 2026
Antwort von Mappin & Webb
Hello Jeff,
Thank you for your kind comments. We are pleased to know you found our online watch selection enjoyable to browse and that the ordering process met your expectations. We appreciate your custom and hope to serve you again soon.
Kind regards,
Kiera
Recommend for Rolex
Genuinely helpful staff at the York store who took my interest in buying a Rolex, seriously. I'm looking forward to the journey with them. We were so impressed, my girlfriend bought a gold ring while we were in store. Definitely recommend if you're local to York and considering a Rolex
1. August 2026
Antwort von Mappin & Webb
Hello Jonathan,
Thank you for your wonderful review!
We're delighted to hear that the team at our York showroom made you feel welcomed and took your interest in a Rolex seriously. Building relationships and guiding our clients throughout their watch journey is something we take great pride in, so it's fantastic to know you had such a positive experience.
It's also lovely to hear that your visit resulted in your girlfriend finding a beautiful gold ring as well. We'll be sure to share your kind feedback with the team.
Thank you for your recommendation, and we look forward to being part of your Rolex journey in the future.
Best wishes,
Kiera
Absolutely disappointed with the company
I bought what I thought was a new watch. This watch was discontinued but still available with 5 year warranty etc. It was meant to be delivered within 7 days but was delayed..also DPD who delivered just left it on my porch..even though it was meant not to be just left. Now days with parcel theft it was unprofessional just to leave an expensive watch. Then once i opened it up..the watch was loose in the box. The protective film was just cling film not the usual protective plastic.. and upon examination the back had 4 scratches visible..not sure if they sent me the ex display watch which was much cheaper..so all in all I will not be buying from Mappin and Webb ever again.
My email has yet to be answered..i like the watch if not I would be complaining and requesting a refund. You live and learn.
Well after reading the reply from the company i sent an email to customer services..what a surprise no reply..3rd email in a row..you call them and you hold for hours .. my phone bill is higher than the cost of the watch..must be run by the orange clown...never ever buy from this company utter disgrace..only intrested in profit and not customer service...DONT BUY FROM THEM..RIP OFF MERCHANTS...
8. August 2026
Antwort von Mappin & Webb
Hello Steve,
Thank you for taking the time to share your feedback.
We're sorry to hear that your experience did not meet expectations. We understand how disappointing it must have been to experience a delivery delay, have an item of this value left unattended, and then have concerns about the condition and presentation of the watch upon opening.
We appreciate your comments regarding the packaging, protective film, and the marks you observed on the caseback. We understand why this would lead to concerns, particularly when you expected to receive a brand-new watch. This is certainly not the experience we want for our clients.
We're also sorry to hear that you have not yet received a response to your email. If you could please contact our Client Experience team at client.experience@thewosgroup.com, including your order details, we will ensure your concerns are reviewed thoroughly and investigated as quickly as possible.
Thank you again for bringing this to our attention. We regret the frustration caused and appreciate the opportunity to look into this further for you.
Best wishes,
Kiera
Exceptional
From spotting it online, buying it, delivery and reassuring help from the team, could not be faulted
7. August 2026
Antwort von Mappin & Webb
Hello Claire,
Thank you for your wonderful review!
We're delighted to hear that your experience was faultless from start to finish. From finding the perfect piece online, through to the purchasing process, delivery, and support from our team, it's fantastic to know that everything met your expectations.
Providing a seamless and reassuring experience at every stage of the journey is what we strive for, so your kind feedback means a great deal to us.
Thank you for choosing us, and we look forward to helping you again in the future.
Best wishes,
Kiera
Fantastic!
So happy with my order of the 1ct Hermione engagement ring and wedding band. As a first time customer I wouldnt go anywhere else. Thank you
7. August 2026
Antwort von Mappin & Webb
Hello Kate,
Thank you for your wonderful review!
We're absolutely delighted to hear that you're so happy with your 1ct Hermione engagement ring and wedding band. Knowing that you've trusted us with such an important purchase means a great deal to us.
It's especially rewarding to hear that, as a first-time client, you've had such a positive experience that you wouldn't go anywhere else. Thank you for your kind words and for choosing us to be part of this special chapter in your lives.
We wish you both every happiness for the future and look forward to welcoming you again soon.
Best wishes,
Kiera
Rubbish
Order left inside trash bin even though everyone was home, didn't even ring. When opened, watch had a very short bracelet and no spare links, much shorter than the ones in the shop. Returning it.
6. August 2026
Antwort von Mappin & Webb
Hello,
Thank you for taking the time to share your feedback.
We're very sorry to hear about the issues you experienced with your order. It's disappointing to learn that the delivery was left in a bin without an attempt being made to contact you, despite someone being at home to receive it.
We're also sorry to hear that the watch was not as expected due to the bracelet size and the absence of spare links. We appreciate how frustrating this must have been, particularly when comparing it to the model you viewed in-store.
We would like the opportunity to look into this further for you. Please contact our Client Experience team at client.experience@thewosgroup.com with your order details so that we can review both the delivery experience and the product concerns raised.
Thank you again for bringing this to our attention, and we apologise for the disappointment caused.
Best wishes,
Kiera
It is very easy to navigate the…
It is very easy to navigate the website. The information post purchase was clear, the item was delivered on time. The gift wrapping was excellent and the item was packed to protect the product.
Happy to place another order in the future.
7. August 2026
Antwort von Mappin & Webb
Hello Erika,
Thank you for your wonderful review!
We're delighted to hear that you found our website easy to navigate and that the communication throughout your purchase journey was clear and helpful. It's fantastic to know that your item arrived on time, was carefully packaged, and that the gift wrapping met your expectations.
We take great pride in delivering a seamless online shopping experience from start to finish, so your feedback is greatly appreciated.
Thank you for your support, and we're thrilled to hear you'd be happy to shop with us again. We look forward to welcoming you back in the future.
Best wishes,
Kiera
Antwort von Mappin & Webb
Hello Sarah,
Thank you for your wonderful review!
We're delighted to hear that your order arrived quickly and that the presentation made such a positive impression. We take great pride in ensuring every purchase feels special from the moment it arrives, so it's fantastic to know you were pleased with both the delivery and packaging.
Thank you for choosing us, and we hope to welcome you again soon.
Best wishes,
Kiera
Great service
Great experience from start to finish. The team were easy to deal with, kept me informed at every stage, and delivery arrived much faster than expected. No fuss, no chasing them up for updates they just got on with it and did what they said they would.
I’d happily use this company again and would recommend them to anyone looking for a reliable, no-nonsense service.
3. August 2026
Antwort von Mappin & Webb
Hi GB,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that you had a great experience from start to finish and that our team kept you informed throughout the process. Providing clear communication and a smooth, hassle-free service is something we work hard to achieve, so it's fantastic to know that this came across in your experience.
We look forward to welcoming you back again soon.
Best Regards,
Mia-Lilly
Fabulous product & service
Really great service.
Fabulous product. Absolutely stunning .
Just awaiting my giftcard .
Everything perfect. Highly recommend
3. August 2026
Antwort von Mappin & Webb
Hi Jane Campbell,
Thank you for your wonderful review.
We're thrilled to hear that you were so pleased with both the product and the service. It's fantastic to know that you found your item absolutely stunning and that everything met your expectations.
Kind Regards,
Mia-Lilly
Antwort von Mappin & Webb
Hi,
Thank you for your 5* review.
I am pleased to hear that you are happy with your purchase and prompt postage.
Kind Regards,
Mia-Lilly
Terrible service/customer
Terrible service. Tried to call customer service numerous times; no response. I have emailed still no response. My order was delayed, but never informed. I have talked one or twice with the chat, but absolutely useless. They never mentioned when it will be delivered and close the chat. Such a big shop, but the customer service absolutely terrible
1. August 2026
Antwort von Mappin & Webb
Hi S.
Thank you for your feedback.
We are very sorry to hear about your experience and understand how frustrating it must have been to receive no response to your calls and emails, as well as a delay to your order without any communication.
If your concerns have not yet been resolved, please contact us at mwenquiries@mappinandwebb.com with your order details, and a member of our team will be happy to assist further.
Kind Regards,
Mia-Lilly
The ring was easy to purchase and was…
The ring was easy to purchase and was delivered within the time stated however the ring was sent by DPD. There was no requirement for it to be signed for and was left behind my house. Considering the item was almost £1000 I am disappointed and probably would not use the delivery service again.
30. Juli 2026
Antwort von Mappin & Webb
Hello Claire,
Thank you for taking the time to share your feedback.
We're pleased to hear that your ring was easy to purchase and was delivered within the expected timeframe. However, we're very sorry to learn of your disappointment with the delivery experience.
We completely understand your concerns, particularly given the value of your purchase. The security of our clients' orders is extremely important to us, and we appreciate how unsettling it must have been to discover the parcel had been left unattended behind your property rather than being handed over directly.
Your comments regarding the delivery process have been noted and we please ask you to contact our client experience team at client.experienc@thewosgroup.com for further review . We are always looking for ways to improve both our products and the services that support them.
Thank you again for bringing this to our attention. We hope to have the opportunity to serve you again in the future and provide the level of experience you expect from Mappin & Webb.
Kind regards,
Kiera
Antwort von Mappin & Webb
Hi Jorge Zuleta Diaz,
Thank you for your 5* review.
I am happy to hear that you found your purchase in good quality and the service was quick.
Kind Regards,
Mia-Lilly
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