Mappin & Webb Reviews 1.861

Purchased a pre owned watch online, they took payment and I got a confirmation email. Called 2 days later as no correspondence, told it would be there next day. Still no watch another 2 days later only to be told they had sold it to someone else and basically tuff! Then took a whole week to refund the money. Don’t waste your time dealing with these clowns

Luke Ralston at the Buchanan Street Glasgow branch is a fantastic sales associate. Luke made my purchase of a gorgeous Messika necklace feel very special. The team in the store were very kind and attentive. We will definitely buy from Luke at Mappin and Webb again. Thank you 😊

Highly recommended for anyone looking for quality and exceptional customer service when purchasing a watch or jewellery
I will definitely be returning.
Keith and his team provide an outstanding level of personal service. It's rare to find a store where you feel genuinely cared for, and Mappin & Webb Kingston delivers this in spades.

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 watch-case from Switzerland, which repeatedly turned out to be the wrong one. Becky Slough of the Kinston branch did an excellent job of chasing them and keeping me in the picture. She also negotiated a reduction in the repair fee. I was glad to have such a person as Becky on my side and it made me glad I had not taken it to another retailer.

I placed an order for a product that was in stock with next day delivery. It did not turn up.
I tried online chat and was #1 in the queue for ages, so I phoned and was advised to try the chat (which was not working). I remained #1 in phone queue for 10 minutes until it hung up on me. I emailed customer services, and got an automated response and they would respond to me within 5 days. Eventually I got through to someone on WhatsApp who explained they had delayed the order due to quality issues without informing me. I ordered this as a gift, it will not be here in time for the occasion so I have cancelled. AWFUL CUSTOMER SERVICE. Note, 1 star reviews for this company now at 10%. I expected better, AVOID.

Excellent Service from the Chester Store
Faultless

visited the regent street store and Ayah made us feel so relaxed, was very helpful and love my new watch.

Happy 250th Birthday Mappin & Webb! Also congratulations on a beautiful Manchester store in Saint Annes Square.
I’m most impressed by your great selection of staff.
Shout out to Jayson Burns, masterclass in courteous informed and tailored service. Always makes the experience so much better.
Definitely a store you must see and experience.

The worst experience I have ever had, invited in for a consultation to essentially be told to jog on…

Hands down the best jewellery shopping experience I’ve ever had. From the moment we called to enquire, Nafizur Rahman went above and beyond to source the ring in my size and kept us updated every step of the way. When we arrived, my family and I (there were quite a few of us!) were welcomed so warmly and made to feel incredibly special. We were offered a drinks menu to choose from and even had our rings professionally cleaned by a lovely colleague (apologies I didn’t catch her name), which added such a thoughtful touch to the visit.

I am absolutely in love with the wedding ring I purchased and cannot wait to wear it every single day.

I got my first Rolex (Root Beer GMT) from Mappin & Webb just last month while staying at Gleneagles. I am very happy with my purchase. I recommend them to everyone unreservedly. Great location, great shop, great watches, great people, and a great experience. Special thank you to the staff for making it happen.

Visited the Glasgow store, I got the VIP treatments, Christa and Wendy were amazing made my day so special, I went in for a watch and came out with a watch and ring, can't thank the girl's enough, I felt like a queen for the day, i highly recommend a visit, they really do look after you, also thanks to Fiona for arranging my appointment and getting the watches in for me

Bought my second watch from mappin and web in glasgow.after 3months the watch is faulty they sent it to Tudor for repair it came back worse .it was 5 mins out Wen I sent it now it's 8mins out I have video proof off this but yet they say nothing is rong with the watch.they will not replace it now I'm stuck with a £4000 faulty watch.seems after they take your cash they take your enjoyment away from such an expensive purchase to enjoy it.will never be back in the store off Glasgow mappin and web again.its in the hands off my solicitor I'm taking this all the way to court.after only 3 month off purchases this has left me scunnered.there not who they make out to be .they would rather go down the repair rout 3 times that would probably take up the best part off a year and ignore your enjoyment of such an expensive purchase and not do right by there customers and take that enjoyment away after they take your cash.i went back and bought a second watch thinking I was buying with confidence and peace off mind if anything goes rong .and after only 3 months I'm left feeling let down and scunnered by this store.im still within my consumers rights and Wen I mentioned this to a manger Lorna I barely got the words out off my mouth to finish wat I was sayn and she couldn't say it fast enough that she has 3 times to repair not taking the customers enjoyment into consideration and going straight for that option.it's evident that soon as they have your cash there not interested in your enjoyment off a nice time peice .gray market tactics from a store like this and leaves me scunnered.the watch will be going on utube soon to show wat is rong with it and let others know wat there up against.i have been advised not to do this for the time being .yes I was treated the same offered champagne a beer the lot VIP treatment to the highest level.but wait to you go back with a genuine problem I can a sure you youl have a different experience if you dare ask for a replacement or refund after only 3 months.i can under stand if it was over a year but 3months is not exceptibile.

My last review 3 days ago - APPALLING CUSTOMER SERVICE - still holds! I emailed the address suggested in the reply, and still absolutely nothing! It has been nearly 4 weeks since ordering a silver frame and I have absolutely no idea when I will actually receive it !!!
UPDATE - 17.7.25 - still no emails - I’ve already contacted you on the suggested address - the order number is GBM1021658
UPDATE - 18.7.25 - still no frame and no email replies ….what do I have to do?!!
UPDATE - 19.6.25 - still nothing ….

Took my watch (Jaeger le Coultre) for repair, required a replacement spindle and crown. Watch worked well apart from that. Estimate came back at £3410 with complete refurbishment, which wasn't required or wanted, and it'd take a year. They wouldn't do the simple repair without the full refurbishment at that huge cost. Therefore took the watch to a local watchmaker instead, full service and repair £85. Not impressed, and feel this verges on blackmail. This whole saga took 6 months before I got my watch back.

I purchased a £2000 watch, 2 days before pearl anniversary with next day delivery. DPH failed to deliver although I and 2 others were in house, I called mappin and webb within 4 mins of missed delivery hoping to turn round driver. I was number one in queue on phone for over half and hour...... their web chat did not work on my computer, I finnally connected to it by phone, again i was 1 in queue for 15 mins plus. I fully believe they had no-one on custom service at all at that time. Or they were ignoring me. The anniversary was really tarnished by this crappy company.

Visited the Bluewater store on Saturday to buy a birthday present for my wife. We were looked after by Bonny who I could not fault. Listened to what we are after, went away and selected some items for us to look at and try. Overall she was just thoroughly professional and helpful.

I write as in all my years of buying jewellery never have I had such a great experience, not hurried, no pressure and constantly listening to what we were saying.

I would just add, do not bother looking in other jewellers, Mappin & Webb have everything you could want and add a touch of class to your shopping.

Thank you Bonny

Popped into Mappin and Webb Chester yesterday on the off chance of availability on a watch I wanted and had the pleasure of meeting a thoroughly lovely gentleman called Gary. His knowledge and enthusiasm is infectious and I would recommend that anyone in this area looking for a luxury timepiece make his acquaintance.
Great service is never an accident. Hope to see you again soon Gary.

This review relates to customer service at M&W Cambridge in relation to two watch services/repairs on two different timepieces which extended over at least a two-year period.

On their return the watches were as good as new; this is credit to the excellent work of Omega Switzerland. It's a shame therefore that this outcome was so protracted and repeatedly confounded by poor customer service, the like of which I have not experienced in any other commercial setting before or since, still less a retailer of luxury products like this. I've had much better experiences at H Samuel and Timpsons, for example.

In the first instance, my details were recorded inaccurately and the service not initiated without repeated reminders; if it hadn't been for the intervention of a backroom manager I may still be waiting on this service which in the end took well over a year to be complete. When the watch eventually returned, I was more relieved it was all finally over than anything else. I communicated my gratitude to the helpful manager and formally to M&W HO though received no response or acknowledgement from the latter.

In the second instance, the service was much quicker but the outcome even more fraught once it arrived back on the shop floor in Cambridge. This time the 'sales consultant' flatly refused to issue a refund on a strap I ordered and initially paid for but subsequently decided against though it had not been removed from/returned to the shop floor. I was forced to spell out basic terms of a customer's 'right to withdraw' before this was finally accepted. It then took over an hour (!!) to process this refund when I came in to collect the watch. There appeared to be no precedent or protocol for refunding a customer which is hard to believe in a sales context of any kind. This was clearly exacerbated by convoluted in-house invoicing procedures that the consultant seemed more concerned about preserving and maintaining.

I initially had the watch valued prior to servicing; this was clearly incomplete and misguided: it was only informed by the external and cosmetic condition of the watch and did not account for the specific caliber and condition of the mechanism within. At no point prior to submitting the watch was it suggested to me that anything other than a fully informed valuation would be carried out in exchange for the £100+ fee. Despite repeatedly questioning, the sales consultant could not clarify valuation procedure or assume corporate accountability for the obvious shortcomings of this service. When a further valuation of the watch was conducted following the full service of the watch (which had involved extensive refitting and replacements to the watch’s mechanism) it was deemed to be of the same value as it had been prior to the service! The sales consultant could not account for this and made no attempt to do so but simply shrugged his shoulders.

I would hesitate to return to this particular branch since it's clearly a lottery as to which sales consultant will receive you, how they will respond, and therefore the experience you will have.

This doesn't reflect well on management: it suggests that sales consultants in this particular M&W branch are struggling to handle in-house bureaucracy which impinges on their ability to respond appropriately to customer rights and requests; basic procedure over refunds, for example, are not understood fully or applied effectively; valuations are really not worth the paper they are written on and there is a conspicuous lack of accountability for this poor service; amongst some sales consultants there is a basic lack of communication skills required to record data accurately and address customers concerns appropriately. I suspect that the advice some of them are getting in order to resolve issues arising with customers is not helpful and/or consistent. At other times these ‘backseat drivers’ appear to save the day but only because it is a mess of their own making.

This is a shame because I can see that many of the staff here are genuinely good and well-intentioned people, some of whom have notable enthusiasm for the merchandise they handle and exceptional knowledge of it; they just need more of the right support in order to do their jobs properly.

An absolutely appalling service from Dorota and Rosevelt today at your Mappin & Webb Kingston (Bentall's Shopping Centre). I went to the shop to collect a ring I bought online. Dorota and Rosevelt took the order number (S041914643) and my ID. Then Dorota came with the ring, had shown me and said: "Is this your ring?". I said that she should know if it was my ring or not. She said she didn't, and demanded me to tell her to confirm it was my ring. While I was explaining to both of them that I purchased a ring with diamonds in the colour F and the clarity clarity VS, and wouldn't accept a ring that looks like the one I bought but with a lower colour and clarity, and this is the reason she supposed to know that this was my ring, and not ask me, Rosevelt doubled over in laughter, while Dorota was holding herself not to laugh too.
I could not believe in my eyes! I started to audio record the conversation, and I said that what they were doing was extremely unprofessional. Rosevelt said to me, in a very rude voice, that he was having "stomach issues", but without even looking at my face. We spent a long time at the shop, and he didn't seem to have any "stomach issues" after that.
I told Dorota that, if SHE didn't have any idea if that was my ring, I would need a proof that the colour was F and the clarity was VS, otherwise I wouldn't accept that ring then, because I would pay for high end diamonds and get much cheaper ones. She was not having anything, and I really doubt she has any rough idea that diamonts have different colours and clarities, and that the differences in price are immense. She said she wouldn't give me anything, and complained that I was collecting a ring I bought at Goldsmith's website at their shop. I said that the Goldsmith's website asked for my postcode, and THE SYSTEM ITSELF chose THEIR SHOP as the nearest shop for collection. She started to scream in a very rude manner: "Goldsmith's is THERE!!!!!", and poiting at the entrance of the shopping centre. I told her that I simply didn't believe she was working in a shop like that, and asked to be served by another member if staff. Daniel came, I told her my concern regarding the quality of my ring when Dorota said she had no idea if that was my ring or not, while Dorota was beside him, smirking. I had to ask her to please move away and stop provoking me.
Daniel was completely different. He listened to me, apologised on their behalf, said that this was the ring for that order, offered me a document stating the colour and clarity of my purchase and has been an absolute delight, and this is the only reason I'm giving you 2 stars, because with Dorota and Rosevelt I was almost requesting a refund. The young lady that came when my husband and I were leaving was also extremely nice, she has a pretty face and a straight dark hair (I forgot to ask her name). They said the Goldsmith's just outside the shopping centre is not on the list yet because it hasn't been long that they were open.
I still can't believe that Dorota and Rosevelt manage to keep a job in a mid rage jewelery shop. People working at fried chicken shop don't have that level of disrespect and unprofessionalism.
I have most of the insults on audio recording.