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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
Company replied
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
Company replied
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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 February 2026
Reply from 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 February 2026
Unprompted review
Reply from 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 February 2026
Reply from 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 February 2026
Reply from 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
Reply from 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 February 2026
Reply from 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 February 2026
Unprompted review
Reply from 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 February 2026
Reply from 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
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 February 2026
Reply from 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
Reply from 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
Reply from 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 February 2026
Reply from 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
Reply from 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 February 2026
Reply from 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 February 2026
Reply from 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 February 2026
Reply from 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
Reply from 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 February 2026
Reply from 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 February 2026
Reply from 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 February 2026
Reply from 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.