Ordered online, communication excellent. Delivery arrived on the day. The only downside was that DPD gave me a delivery window from 7am to 10pm. It would have been nicer to have a smaller window, o... Toon meer
Bedrijf heeft geantwoord
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Mappin & Webb Chester All staff are commendable but one stands out in my opinion. If you are looking for a Timepiece , you must see Jamie. They completely redefine luxury customer service. Instead... Toon meer
Bedrijf heeft geantwoord
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... Toon meer
Bedrijf heeft geantwoord
I bought 3 watches in 5 weeks for myself and two family members After around 7 weeks of buying mine I found the watch to be quiet heavy for daily wear so thought I’d part exchange it for a diffe... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Over Mappin & Webb
Geschreven door het bedrijf
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
Contactgegevens
Verenigd Koninkrijk
- 0800-111-4524
- mwenquiries@mappinandwebb.com
- mappinandwebb.com
4,3
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2K reviews
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Antwoord van 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.
20 maart 2026
Antwoord van 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.
20 maart 2026
Antwoord van 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.
17 maart 2026
Antwoord van 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.
17 maart 2026
Antwoord van 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.
13 maart 2026
Antwoord van 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.
12 maart 2026
Antwoord van 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.
8 maart 2026
Antwoord van 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
6 maart 2026
Antwoord van 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.
6 maart 2026
Antwoord van 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
6 maart 2026
Antwoord van 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
Antwoord van 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
Poor qualty
Wore the bracelet for less than 10 days and bracelet fell apart, lost a lot of beads the string was like a really flimsy cotton. Very disappointed
15 februari 2026
Antwoord van Mappin & Webb
Hi Tony,
Thank you for taking the time to share your feedback. We’re truly sorry to hear that your bracelet did not meet expectations and that it became damaged so quickly this is certainly not the standard of quality we aim to provide.
We would really appreciate the opportunity to look into this for you . Please get in touch with our Client Experience Team at enquiries@mappinandwebb.com, and we will be happy to assist you further.
Thank you again for bringing this to our attention.
Best Wishes
Kim
Very disappointed - poor customer service
My husband ordered an 18ct gold bangle for me for my birthday and the expected delivery time was within 7 days. It has been 10 days now and still no sign of the bangle. I contacted customer services yesterday who said they would email my husband with an ETA but we heard nothing back so I did an online chat this morning. Their response was that they would email when they had an ETA and then finished the chat without giving me a chance to respond. This is a £1500 bracelet and the customer service was just rude today. Finally, this evening my husband received an email saying that the bangle promised is not the bangle in the photos but is a rectangular bangle rather than a round bangle. It is completely different to the one ordered as I was expecting a round bangle. I will get on the phone tomorrow to try and sort this out but I feel very let down as it is my 60th birthday present. I am not looking forward to phoning again as the other day when I phoned despite being first in the queue, it took them 20 minutes to answer. Feeling really let down and disappointed by the whole experience with Mappin and Webb.
An update - I contacted the email address that they asked me to contact and got a reply saying it could be 7 days before they get back to me. I have heard nothing since so the priority I was promised if I contacted them clearly hasn't happened. The rectangular bangle has arrived and is not suitable but after another online chat, I have been told that I will have to pay any difference for another bangle and they don't seem to have a round bangle within my price range. The bangle I originally ordered and paid for is not available to me. This is wrong and misleading and probably unlawful.
16 februari 2026
Review zonder uitnodiging
Antwoord van Mappin & Webb
Hi Jane H,
Thank you for taking the time to share your experience, and we are truly sorry to hear about the issues you’ve encountered with your order and the service you received. This is far from the level of care and communication we aim to provide, especially for such a meaningful purchase and occasion.
We completely understand how disappointing this must be, particularly as the bangle was a special gift for your 60th birthday. The delays, lack of clear updates, and confusion around the product description are unacceptable, and we would really like the opportunity to investigate this properly for you.
So we can look into this as a priority, please contact us directly at client.experience@thewosgroup.com with your order details
Best wishes
Kim
Unbelievable experience!
Unbelievable experience!
Would defo use again - they delivered the item so quickly !
23 februari 2026
Antwoord van Mappin & Webb
Hi John W,
Thank you so much for the amazing 5‑star review! ⭐️
We’re thrilled to hear you had such a great experience and that your item arrived so quickly.
It means a lot that you’d choose to use us again.
Best Wishes
Kim
Delivered when ordered
Delivered when ordered. Went to goldsmiths in Chichester where Maddie adjusted my watch. Excellent service.
22 februari 2026
Antwoord van Mappin & Webb
Hi Gary,
Thank you so much for taking the time to share your feedback! We’re delighted to hear that your order arrived promptly and that Maddie at our Chichester Goldsmiths store was able to adjust your watch for you.
We’re thrilled you received excellent service, we’ll be sure to pass your kind words along to the team.
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi Anna,
Thank you so much for your lovely review! We're delighted to hear you found our service professional and helpful.
It was a pleasure assisting you, and we appreciate you taking the time to share your experience.
If you ever need anything in the future, we’re always here to help! 💛
Best Wishes
Kim
Great service …
Great communication when parcel had been picked up and when it would be delivered
17 februari 2026
Antwoord van Mappin & Webb
Hi Rose,
Thank you so much for your lovely feedback!
We’re really glad to hear that you were happy with the communication throughout your parcel’s journey.
Keeping you updated every step of the way is something we care about, so it’s great to know it made a positive difference.
Best Wishes
Kim
Lies apon lies AVOID
I’m extremely disappointed with the service I received from Mappin & Webb York. I was on their waiting list for a Rolex Sea-Dweller for almost two years. I fully understand that Rolex waiting lists can be long, but what frustrated me was the complete lack of clarity and accuracy throughout the process. Rolex Leeds told me I’d likely receive the watch within a year if I joined their list, so to still be waiting after nearly two years with York was disheartening enough.
What made it worse was discovering, when I called to remove myself from the list after deciding to buy elsewhere, that they didn’t even have me down for the correct watch. After all the times I visited the store to “keep up appearances,” the conversations I had, and even bringing them a Christmas gift for the staff room, I wasn’t even contacted to ask why I’d taken myself off the list. Instead, I was repeatedly told that “when the watch comes in, you’ll be next” and that it “shouldn’t be long.” In hindsight, it felt like I was being told whatever was necessary just to stop me calling or popping in.
I also had issues when I took in my Tudor Chronograph to sell. We agreed on a price I was happy with, only for them to come back weeks later claiming the watch wasn’t working properly. I’ve owned that watch for over three years and it has never missed a beat. I asked them to send it off to be checked, which thankfully was covered under warranty. But when the watch was returned to me, they didn’t even send the boxes and papers back with it.
After so many mistakes, mixed messages, and a general lack of care, I’m honestly relieved not to be dealing with them anymore. For a retailer representing brands like Rolex and Tudor, I expected far better communication, accuracy, and professionalism.
16 februari 2026
Review zonder uitnodiging
Antwoord van Mappin & Webb
Hi Callum,
Thank you for your review.
Please accept my sincere apologies for the experience you have received while shopping with us, providing excellent customer service is something we strive to achieve, and we are unhappy to learn it has not been met on this occasion.
Please can you email us at client.experience@thewosgroup.com for us to investigate this further for you.
Best Wishes
Kim
First class service
First class service, great website and swift delivery next day - Thanks
15 februari 2026
Antwoord van Mappin & Webb
Hi Tony,
Thank you ever so much for the 5* review.
We are pleased to hear that you received first class service with next day delivery and found the website easy to use.
We look forward to welcoming you back soon.
Best Wishes
Kim
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