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
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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
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The promised 1-2 day delivery didn’t happen as I received an email saying that the delivery had been delayed. I knew when I saw that the courier was DPD that this would be the case. I sent an email... Toon meer
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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... Toon meer
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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
Uitstekend
2K reviews
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Poor Communication
Placed my original order, wasn’t told that I needed to sign for the order, so when I wasn’t home, DPD returned the purchase back to M&W. I only found this out when I called M&W to chase for my undelivered purchase.
My only option was to re-order my £600 purchase and request a refund on my first purchase, which I’m still waiting for.
What makes this really infuriating, is that when my second purchase was finally delivered I wasn’t asked to sign for it!! 😡
15 februari 2026
Antwoord van Mappin & Webb
Hi Dean,
Thank you for taking the time to share your experience. We’re truly sorry for the inconvenience and frustration this situation has caused. This is far from the smooth and transparent service we aim to provide.
We understand how disappointing it must have been to learn that your order had been returned without any prior notice about the signature requirement. We also appreciate how frustrating it was to have to reorder such a high‑value item while waiting for your initial refund. Your feedback about the inconsistent delivery process is completely valid, and we will be raising this with our courier partner to prevent it from happening again.
Please be assured that we’re committed to resolving this for you as quickly as possible. If your refund is still outstanding, or if there’s anything further you need, please get in touch with us directly.
Thank you again for bringing this to our attention, your experience helps us improve.
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi Mark,
Thank you so much for the 5* review. It is great to hear that you found it easy to order online.
We look forward to welcoming you back soon.
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi Saroj,
Thank you so much for the 5* Review.
We are thrilled to hear that you received fantastic service and support. If you are open to sharing more details about your experience please feel free to contact us using the email address client.experience@thewosgroup.com
Best Wishes
Kim
beautiful earrings and super quick…
beautiful earrings and super quick delivery. Well packaged too
12 februari 2026
Antwoord van Mappin & Webb
Hi Karen,
Thank you for the 5* Review.
Its great to hear that you are pleased with your earrings, the presentation of your order and received a quick delivery.
Thank you for choosing us.
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi Mark,
Thank you so much for the 5* Review.
We are thrilled to hear that you received excellent service. If you are open to sharing more details please feel free to contact us using the email address client.experience@thewosgroup.com
Best Wishes
Kim
Product was amazing but £400 watch was…
Product was amazing but £400 watch was left on back doorstep.
8 februari 2026
Antwoord van Mappin & Webb
Hi Anon,
Thank you so much for your feedback. I’m really pleased to hear that you loved the product, but I’m truly sorry to learn that your £400 watch was left on the back doorstep that’s absolutely not the delivery experience we want for our clients.
I’ve shared your comments with our courier team so we can investigate this and prevent it from happening again. If you haven’t already, please get in touch with us directly so we can look into this further.
Thank you for bringing this to our attention, and again, I’m sorry for the inconvenience caused.
Best Wishes
Kim
Poor Communication, Everything Else Good
I am completely happy with the product, however when purchasing online I made a mistake with the payment method. I immediately tried Live Chat, there was no response, then tried telephoning.I was number 1 in the queue for half an hour, until 6 pm, when it changed to ‘no-one available”. I then tried emailing - 4 days later I have not had a response and the product has arrived. Communication was not good, but everything else, delivery etc., was very good, hence 3 stars and not 1.
5 februari 2026
Antwoord van Mappin & Webb
Hi Angela,
Thank you for taking the time to share your feedback. We’re really pleased to hear that you are happy with the product and that the delivery met your expectations.
We’re very sorry, however, for the difficulties you experienced when trying to reach our support team. This isn’t the level of communication we aim to provide, and we completely understand how frustrating it must have been, especially after trying multiple contact methods without a timely response.
We’re reviewing what happened so we can prevent this in future, and we truly appreciate you bringing it to our attention. If you still need help with your payment method or anything else, please feel free to reach out to us using the email address client.experience@thewosgroup.com and we’ll be more than happy to assist.
Best Wishes
Kim
Reassuring purchase
Quick, secure and simple. Given high value products, reassuring that delivery updates on courier were provided by them and not Courier
5 februari 2026
Antwoord van Mappin & Webb
Hi SB,
Thank you so much for your wonderful 5‑star review! 🌟
We’re delighted to hear you found our service quick, secure and simple. Your peace of mind is incredibly important to us, especially with high‑value items, so we’re really pleased the delivery updates helped reassure you throughout the process.
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi Mr Tyas,
Thank you so much for your feedback! ⭐ We’re really glad to hear everything was okay with your order. We’re sorry the delivery date wasn’t quite as expected , we know how important timely delivery is.
If there’s ever anything we can do to make your experience even better next time, we’d love to help.
Thanks again for choosing us!
Best Wishes
Kim
Called in store in Chester to discuss…
Called in store in Chester to discuss the purchase
Spoke to a Gentleman called Gary .He gave me all the information I needed in a very Professional manner asked if I needed further assistance to phone him at the shop I went home knowing everything I asked was answered and ordered the jewellery the same day Came by courier date and time spot on could not ask for anymore Person who delivered parcel was professional and a good asset to Dpd thanks
4 februari 2026
Antwoord van Mappin & Webb
Hi Mrs Bowles,
Thank you so much for taking the time to leave such a wonderful review!
We’re delighted to hear that Gary in our Chester store provided you with all the information you needed in such a professional and helpful manner. It’s great to know you felt confident to place your order the same day.
We’re also pleased that your delivery arrived exactly as expected and that the courier offered excellent service too. Your feedback means a lot to us, and we’ll be sure to pass your kind words on to the team.
Thank you again for choosing us and we hope you enjoy your new jewellery.
Best Wishes
Kim
Failed to reply to my question via…
Failed to reply to my question via email and live chat.
Despite requirement to sign for safe delivery package dropped over gate in the rain.
Yet to open package as it’s present and due date not reached
4 februari 2026
Antwoord van Mappin & Webb
Hi,
Thank you for taking the time to share your feedback. I’m really sorry to hear about your recent experience especially the delivery concerns and the difficulty reaching us via email and live chat.
That’s certainly not the level of service we aim to provide.
A package being left out in the rain, particularly when a signature is required, is unacceptable, and I completely understand your frustration.
If you could reach out to us directly using the email address client.experience@thewosgroup.com with your order number, we’ll investigate this as a priority and make sure you’re fully supported.
Thank you again for letting us know your feedback helps us improve, and we truly appreciate it.
Best Wishes
Kim
Beautifully wrapped
1 februari 2026
Antwoord van Mappin & Webb
Hi Stephen,
Thank you so much for the 5* Review.
We are delighted to hear that you are pleased with the presentation of your order and would also like to take this opportunity to thank you for your purchase.
We do hope that you will visit us again soon!
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi Mr Sanghera,
Thank you for the 5* Review.
We are pleased to hear that you are happy with our service, if there is a staff member that you would like to recognise please feel free to contact us using the email address client.expeirence@thewosgroup.com
Best Wishes
Kim
Great service
No problems at all, from ordering to dispatch to delivery, all done within 24 hours. Also kept up to date with where my parcel was.
29 januari 2026
Antwoord van Mappin & Webb
Hi Avo,
Thank you so much for your fantastic 5‑star review! 🌟
We’re thrilled to hear that everything from ordering to dispatch to delivery went smoothly and within 24 hours. It’s great to know that the tracking updates helped keep you informed along the way.
We truly appreciate you taking the time to share your experience, and we hope to see you again soon!
Best Wishes
Kim
Will never order from this company again!
I didn’t receive the parcel. I was in waiting for it expecting to sign for it. DPD didn’t deliver now it’s being returned to Mappin & Webb. I have emailed days ago no reply. I am on the website chat waiting endlessly no reply. So disappointed this is a gift and I ordered from the company expecting good service. Never again!
25 januari 2026
Antwoord van Mappin & Webb
Hi,
Thank you for taking the time to share your experience, and I’m truly sorry to hear about the frustration caused by your undelivered parcel and the difficulty reaching us. This is absolutely not the level of service we aim to provide, especially when you were expecting a special gift.
If you could contact us with your order number using the email address client.experience@thewosgroup.com we will be happy to look into this for you.
Thank you again for bringing this to our attention. We genuinely value your feedback.
Best Wishes
Kim
Repeatedly broken jewellery and endless excuses
I am writing this review to document my full experience with Mappin & Webb, as it has now been ongoing for 2 years and has been far beyond what any customer should reasonably endure, especially for fine jewellery at this price point.
My husband purchased a pair of Mappin & Webb Empress 18ct white gold diamond drop earrings as a gift for my 40th birthday.
Within days of first wear, after wearing them 3 times one of the earrings snapped and the drop fell off while I was sitting at dinner. I wasn’t doing anything remotely strenuous, I simply heard something hit the floor.
From there, the experience steadily deteriorated.
When I took the earrings to my local Mappin & Webb showroom for repair, I was initially refused help because the purchase was in my husband’s name, despite me having all the paperwork and the fact the earrings were clearly a gift. I was repeatedly told they could not help me without my husband present. As a woman being told “we can’t help you without your husband” for my own jewellery, this was deeply uncomfortable and frustrating. It took weeks to resolve purely due to administrative rigidity.
Eventually, the earrings were sent away for repair after bringing my husband with me, which he found incredibly infuriating. I explicitly asked that both earrings be checked and reinforced, as the loop holding the drop was extremely thin. When they were returned, there was little explanation of what had been done.
I then wore the earrings very sparingly, only to a few special occasions, and despite this, they broke again in exactly the same place.
At this point, Mappin & Webb acknowledged there was a fault in the metal and arranged for the earrings to be fully remade, with the diamonds reset into an entirely new setting. This was after, again, my husband needing to sign off. I was told this would effectively result in “brand new” earrings. Even this process was plagued with delays, poor communication, and wildly inaccurate timelines. What was initially described as a short repair ended up taking months, including long periods with no updates at all and expensive train journeys to the nearest store in London as my local store had shut down at this point.
Despite all of this, I tried to remain patient and reasonable.
Unfortunately, after receiving the remade earrings, they have now broken for a third time, again in the same place, during normal wear. Because of past issues I only wear these earrings sparingly so in total I have maybe worn them 10 times at this point.
At this point, it is clear these earrings are not fit for purpose. Jewellery at this price and "quality" should last decades, not fail repeatedly within a year under minimal, careful use.
What has been most disappointing is that, even now, I am being told the earrings must be sent away again for “assessment” before a refund can be discussed even though before I was offered a refund. After three failures, including one after a complete remake, this feels less like due process and more like an attempt to delay resolution.
This entire experience has completely tainted what was meant to be a meaningful milestone gift, but is a fantastic representation that you get what you pay for is completely inaccurate. In this case I got failed goods, rude staff and archaic, lengthy processes.
I strongly advise anyone considering a high-value purchase to think carefully, not just about how the jewellery looks in the showroom, but about what happens when something goes wrong. That is the measurement of care.
16-Feb Update: In response to your (I am guessing standard) response and the request to email the customer service team, this has been done and they are looped in since the beginning. I don't think emailing them again is going to yield a different result.
23 januari 2026
Review zonder uitnodiging
Antwoord van Mappin & Webb
Hi Bri W,
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
Antwoord van Mappin & Webb
Hi Michael,
Thank you for the 5* review.
We are pleased to hear that you had a fantastic experience with Christa. If you are open to sharing more details please feel free to contact us using the email address client.expeirence@thewosgroup.com
Best Wishes
Kim
Repair required
I needed a repair to the bracelet on my watch and Mappin & proved to be the perfect place for my needs. Susi was brilliant from me being introduced to picking up the watch I cannot thank Susi enough. Susi explained the whole procedure very clearly and made the whole experience very easy to understand. Please pass my thanks to all the staff involved first rate service Thank you all.
23 januari 2026
Review zonder uitnodiging
Antwoord van Mappin & Webb
Hi Dave,
Thank you so much for taking the time to share your wonderful 5‑star review.
We’re delighted to hear that Susi was able to support you so well with your bracelet repair and make the whole process clear and stress‑free.
Your kind words mean a great deal, and we will be sure to pass your thanks on to Susi and the rest of the team involved. We're thrilled to know you received first‑rate service from start to finish.
If there’s anything more we can help with in the future, please don’t hesitate to visit us again.
Thank you once more for your lovely feedback.
Best Wishes
Kim
Excellent customer service
Excellent customer service, welcoming surroundings and good choice of products
20 januari 2026
Antwoord van Mappin & Webb
Hi North East Community Centre,
Thank you so much for your wonderful 5‑star review! 🌟
We’re delighted to hear that you enjoyed our customer service, felt welcomed by the surroundings, and found a great selection of products to choose from.
Creating a warm and enjoyable experience for our clients is always our top priority, so your feedback truly means a lot.
We appreciate you taking the time to share your experience and look forward to welcoming you back again soon!
Best Wishes
Kim
delivered on time and with a smile 100…
delivered on time and with a smile 100 percent and I love the watch
17 januari 2026
Antwoord van Mappin & Webb
HI Donna,
Thank you so much for the 5* Review.
We are pleased to hear that your timepiece was delivered on time and with a smile. We hope that you enjoy your new timepiece.
Best Wishes
Kim
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