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
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
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
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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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Heeft 93% van zijn negatieve reviews beantwoord
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Antwoord van Mappin & Webb
Hi Kath,
Thank you so much for taking the time to write a 5* Review.
We are pleased to hear that you received excellent service from Gleneagles, I am sure that the team will be thrilled with your feedback.
Best Wishes
Kim
Always wanted a Swiss made watch
Always wanted a Swiss made watch. So thought I'd treat myself, as it's been a rough couple of years. Absolutely love the watch ⌚️ I chose ❤️. Read the reviews on Mappin & Webb and decided to buy from them. I haven't had any problems or issues with them. Delivery was prompt even though it was the Xmas time of year. I would recommend these guys to anyone and look forward to buying from them in the near future....
16 januari 2026
Antwoord van Mappin & Webb
Hi Norman,
Thank you so much for taking the time to share your experience! We’re delighted to hear that you treated yourself to a Swiss‑made watch and that you absolutely love the one you chose — you deserve it, especially after a tough couple of years.
It’s wonderful to know that our reviews helped you feel confident in your purchase and that your delivery arrived promptly even during the busy Christmas period.
We truly appreciate your recommendation and your kind words.
We’re grateful you chose us for such a special purchase, and we look forward to welcoming you back again in the near future. Enjoy your beautiful new watch! ⌚️✨
Best Wishes
Kim
on the Mappin & Webb side of things…
on the Mappin & Webb side of things were great, your delivery agent DPD on the otherhand very disappointed. I had to move delivery days around as I was informed that the package needed a password to make sure the delivery was secure and safe. after moving the day to be available to be present. the delivery agent arrived before I was able to answer the door and just left my over £1500 purchase in an unsecured bin on the property, no signature or code supplied.
very lucky no one knew what was inside thanks to M&W's non descriptive packaging.
17 januari 2026
Antwoord van Mappin & Webb
Hi Stephen,
Thank you for taking the time to share your feedback. While we’re delighted to hear that your experience with Mappin & Webb met your expectations, we are truly sorry for the disappointment caused by the delivery handling from our courier partner.
Please rest assured that we are raising this incident directly with DPD to ensure appropriate action is taken and that this does not happen again. Your safety, trust, and peace of mind are extremely important to us.
We are very grateful that the discreet packaging helped protect your item, but we completely understand the concern this situation caused.
Thank you again for bringing this to our attention, and for choosing Mappin & Webb.
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi Phil,
Thank you so much for the 5* Review.
We are pleased to hear that you found the ordering process including finance to be seamless and easy to order.
Thank you for your purchase!
Best Wishes
Kim
Excellent and efficient service
Excellent and efficient service. Even though I was returning an item I was offered tea or coffee.
16 januari 2026
Antwoord van Mappin & Webb
Hi Robert,
Thank you for the 5* Review.
It is great to hear that you found the service to be excellent and efficient and were happy with the hospitality offered by the Showroom.
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi There,
Thank you so much for the 5* Review.
It is great to hear that you are happy with the speed of delivery and presentation of your order.
We look forward to welcoming you back soon!
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi Steve,
Thank you for the 5* Review.
We are thrilled to hear that you are pleased with your order and found the service to be excellent.
We look forward to serving you again soon.
Best Wishes
Kim
Buying from this long standing…
Buying from this long standing institution is quick, easy and pleasing. Quick, no fuss delivery. Excellent
16 januari 2026
Antwoord van Mappin & Webb
Hi Mr S Weeds,
Thank you for the 5* Review.
I am pleased to hear that you are happy with the speed of the delivery and would like to take this opportunity to thank you for your purchase.
Best Wishes
Kim
Tissot Watch Order
Prompt response to order and dispatch by M&W.
Courier driver dropped off without signature request.
Item well packed/good order/ very pleased.
16 januari 2026
Antwoord van Mappin & Webb
Hi David,
Thank you for taking the time to provide your feedback which we truly appreciate. It is great to hear that you received a prompt response and you are pleased with the presentation of your order.
We are sorry to hear that the courier dropped off your item without a signature this is certainly not what we would expect. We will investigate this internally.
Best Wishes
Kim
Excellent customer experience
Your colleague was so helpful and informed when we were looking for an eternity ring for my wife. She also made the process feel relaxed and special with no pressure.
15 januari 2026
Antwoord van Mappin & Webb
Hi james,
Thank you for leaving us a 5* review.
I am so pleased to hear that you had a great experience with our colleague when you were looking for an eternity ring for your wife, also making the process feel relaxed, special and with no pressure.
Best Wishes
Kim
Marked delivered but never received
I had a very poor experience with Mapping & Webb after my order was marked “delivered” by DPD but never received. The delivery was meant to be signed for, yet neither I nor my partner signed anything. DPD shows a signature under my partner’s name regardless.
DPD told me the sender must initiate the claim/investigation, but getting meaningful action and urgency from Mapping & Webb was extremely frustrating. The proof-of-delivery photo is not clear, and my building confirmed the missing parcel was not received by them, yet Mapping & Webb refuses to initiate a claim.
At this point, I’m left out of pocket and stuck between courier and retailer. For a premium brand, the support and ownership of the issue has been disappointing. I would not order again.
5 december 2025
Review zonder uitnodiging
Antwoord van Mappin & Webb
Hi Floris,
Thank you for your review.
Please accept my sincere apologies for the experience you have had, 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
Bought my wife a pre-owned Omega watch…
Bought my wife a pre-owned Omega watch for Christmas. The bracelet was too big for her wrist. Popped into Mappin and Webb in Kingston-upon-Thames to see what the cost was for removing some links. Had other quotes for between £12 and £29.99! M and W did it as a free service even though I hadn't bought the watch there. I was very impressed and the lady who adjusted it for us was fantastic taking time with numerous changes with the links to get it just right. Thank you very much for your help.
30 december 2025
Review zonder uitnodiging
Antwoord van Mappin & Webb
Hi dD,
Thank you so much for sharing your experience! We’re delighted to hear that our team at Mappin & Webb in Kingston-upon-Thames was able to assist you and make the bracelet adjustment just right for your wife. Providing exceptional service, even for items not purchased with us, is something we take great pride in.
Your kind words about our colleague’s care and attention mean a lot, and we’ll be sure to pass them along.
We hope your wife enjoys her Omega watch, and we look forward to welcoming you again in the future!
Best Wishes
Kim
Antwoord van Mappin & Webb
Hi,
Thank you so much for your feedback!
We’re delighted to hear that your order arrived quickly and was well packaged.
Best Wishes
Kim
Clear presentation of item and a…
Clear presentation of item and a competitive price. Very quick delivery at a busy time of year.
15 december 2025
Antwoord van Mappin & Webb
Hi David,
Thank you so much for your kind feedback! We’re delighted to hear that you found our presentation clear, our pricing competitive, and that your order arrived quickly during such a busy time of year.
Providing a smooth and efficient experience is always our goal, and 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
Poor communication
Poor communication. Ordered a ring which I did not receive. Tried phoning and online chat but no response. Very delayed customer service.
2 december 2025
Antwoord van Mappin & Webb
Hi Ann,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience and the inconvenience caused by the delay and lack of communication. This is not the level of service we aim to provide.
Please could you kindly email us at enquiries@mappinandwebb.com or call us on 0800 111 4524. Lines are open Monday – Sunday 9am to 6pm, with your order details so we can investigate this matter further?
Thank you for bringing this to our attention.
Best Wishes
Kim
Very helpfull and knowledgeable staff
Very helpfull and knowledgeable staff, who took the time to makesure I was happy with my purchase.
11 december 2025
Antwoord van Mappin & Webb
Hi Nick,
Thank you so much for your kind words! We’re delighted to hear that our team was helpful and knowledgeable, and that they took the time to ensure you were happy with your purchase.
Providing excellent service and a great experience is always our top priority. We truly appreciate your feedback and look forward to welcoming you again soon!
Best Wishes
Kim
Super service
Easy to use site with excellent service.
Very speedy and efficient delivery.
1 december 2025
Antwoord van Mappin & Webb
Hi Lynda,
Thank you so much for your kind words! We’re thrilled to hear that you found our site easy to use and that our service met your expectations. Speedy and efficient delivery is something we strive for, so it’s great to know we delivered on that promise.
We truly appreciate your feedback and look forward to serving you again soon!
Best Wishes
Kim
Customer Services extremely poor…
I would suggest not using this company for online orders. Their after sales service is atrocious . Takes hours to get through and then their customer services staff don’t seem to be empowered to track and deal with the logistics of the orders. They say they will contact the back office and send email updates but this never happened . They aren’t able to contact their back office departments sometimes to get updates .Caused me a lot of stress. I ended up cancelling . Lesson learnt
18 december 2025
Review zonder uitnodiging
Antwoord van Mappin & Webb
Hi Rus Pola,
Thank you for sharing your feedback. We’re sorry for the inconvenience you experienced and appreciate you bringing this to our attention.
We’re committed to improving our service and hope to provide you with a much better experience in the future.
Best Wishes
Kim
I have been trying to get in contact…
I have been trying to get in contact with mapping and Webb for the past week or so I, bought a watch online and was told I would get an E gift card which I have not received. I was sent an email over a month ago saying I would receive it within 28 days since then there has been no contact every time I try and email or join the online chat. There is no response. It seems to me like once you buy something from them, they don’t want to know anything else about any issues or respond to any emails.
I am very surprised that the reviews are not worse on here.
Very disappointed with their service
3 november 2025
Review zonder uitnodiging
Antwoord van Mappin & Webb
Hi Tim,
Thank you for sharing your feedback. We’re truly sorry to hear about the experience you’ve had and the inconvenience caused by not receiving your e-gift card as promised. This is certainly not the level of service we aim to provide.
Please know that your concerns are important to us, and we’d like to resolve this for you as quickly as possible. Could you kindly reach out to us at client.expeirence@thewosgroup.com with your order details so we can investigate.
Thank you for bringing this to our attention.
Best Wishes
Kim
I had a lovely time at Mappin and Webb…
I had a lovely time at Mappin and Webb Cambridge this week. The staff were super friendly and Kieran is so cute! I will be coming back to see him, a lot.
20 november 2025
Review zonder uitnodiging
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