Mappin & Webb Reviews 1.861

I can not thank Wendy (Glasgow Branch),enough for her outstanding service. From the moment I stepped through the door, she made me feel so welcome even after explaining I was only looking today for ideas. Wendy was very knowledgeable and nothing was a bother. Her hospitality was outstanding. I will definitely be back! Thank you.

I bought a watch from Watches of Switzerland at Gatwick airport. Within three weeks, the watch was not keeping time. I went into Mappin & Webb in Multree Walk in Edinburgh and Karen went above and beyond to make sure I had a new watch before I returned to London. Euan was also extremely attentive in sizing my new watch. I cannot recommend this branch and the staff highly enough.

Me and my partner went into the York branch to look for engagement rings and to get some style ideas, we sat down with a member of staff and tried some rings on. We told the staff member what style we liked and they took some notes, we were interested in possibly a bespoke engagement ring if one to the exact style couldn't be sourced (we told the man this). He told us he would be in touch via email to go through some designs. We never heard back, so we didn't bother chasing and we went to a local jewller who was happy to make us a 3.2ct total trilogy diamond bespoke engagement ring. It felt like they didn't reply because they maybe assumed we wasn't "serious" as when asked we had a large budget for this ring, it seems very judgmental- surely they would want to chase and be back in touch to provide a ring for us.

Arranged to have two rings re-sized and was charged £25 each for a non-refundable deposit. Estimated cost for each well under £100 but then sent an email estimating cost at just under £600.00 for each. Apparently they needed the claws to be re-tipped. However, one of the rings was re-tipped only last year. Cancelled the work but I have not received my rings back at all, received no communication from them and have also been in the shop twice where they tell me they will ring me with an update which doesn't occurThey have now had my rings for over 3 weeks with little intention to return them any time soon and I thought they were my rings!

Purchased a ring in Feb 2025 and am still trying to resolve the sizing issues three months later. My order has been escalated to a complaint and apparently I’m to expect a phone call from a manager but…….crickets.

Absolutely astonished that they don’t seem in any way motivated to resolve my issue and actually supply what I ordered. They ignore emails and don’t initiate communications. I’m now at the stage where I think cancelling my order is my only option.

Would recommend you shop elsewhere.

Just a wee note to say a big thank you to Lorna & Luke at Mappin & Webb Glasgow for their hospitality, recommendations and for obtaining my NATO strap. Thank You and I will see you soon for the next watch purchase!

David #DreamTeam

Recently complained on Trust Pilot about Mappin & Webb and my Ebel watch
I take it all back now
My watch has been repaired and look like new
Thank you Mappin & Webb

I had the pleasure of shopping at mappin and Webb in Manchester recently, and I can’t praise the experience enough! My husband bought me a beautiful watch from their store, and from the moment we walked in, the customer service was exceptional.
Andrew, who assisted me, went above and beyond to ensure I was completely happy with my purchase. His professionalism, knowledge, and attention to detail made the entire process seamless and enjoyable. He took the time to answer all my questions, provided valuable guidance, and made sure I felt comfortable every step of the way.
The entire team at Mappin & Webb truly understands what outstanding customer service is all about — they make you feel valued and cared for. It was an experience that exceeded my expectations, and I couldn’t be more thrilled with my watch.
Highly recommend this store!

Mappin & Webb - customer service remains as bad today as when my ring was bought ten years ago. Then, because the ring was under £2k the assistant told me I couldn’t have a ring box!!!
Since then, one diamond fell out. I had it replaced ( by a different jeweller) now another has fallen out - I popped into M&W - showed the ring ‘what seems to be the trouble?!’ - I would have thought the gaping hole was a bit of a give away - We can send it away for an estimate £25 non refundable - ‘but it’s one of your rings - it’s shoddy workmanship ‘ - apparently it’s fallen out because I’m actually wearing the damn ring.
I will never set foot in Mappin & Webb again - attitude was like being in a Ratners in the 70s but with better decor

A huge thank you to Hannah, client experience advisor for the wos group.

She helped me every step of the way secure my wedding ring.

Amazing customer service!

The ring arrived earlier today and I’m over the moon with it.

I have revised my earlier review as M&W have taken the time to resolve the issue in an exemplary way. Thank you, because of this I will buy from M&W again.

Just want to take a moment to thank the staff at Mappin & Webb Chester, especially David.
You all made our day extremely special. Its always a joy to visit the store, it was a fantastic day.
Thankyou!
Carl & Kate

Amazing experience from choosing a ring, having it made, through to collecting it in March 2025. Thank you to Lauren in the Newcastle store. Out of this world service. Quality, quality, quality!

Had been looking for an eternity ring and been to a few jeweller's. Went into the Glasgow Mappin and Webb where Muriel listened to what I wanted and then came back with the perfect ring. Delighted with the service we received by both Muriel and Wendy. Very happy customer

Went to the bluewater branch just over three weeks ago to sell my two Rolex watches and an omega watch, first impressions with Graeme and his service brilliant but after that diabolical customer service. had one e mail to say they had received watches, since then nothing else, no customer contact I have to ring them. Still not received payment for watches, if you’re thinking of selling a preowned watch, I would go somewhere else
Well 3 days later still waiting, now been nearly 4 weeks

Went into the Cambridge shop 3 weeks ago they said they would get me a price for a emerald and diamond ring I left 2 phone numbers and a email address have not heard a word since do they think they are the only jewellers .i rate their service as nil.do they only want to deal with people they think have got loads of money you cannot judge a book by the cover

The customer service on live chat was pretty bad. Wasn’t interested at all in helping me with my request.

I certainly wouldn’t buy from them in the future

Visited Southampton branch to enquire about having an Omega serviced. Assistant then told me the starting price and that my stainless steel watch fell into the precious metal category so would be more expensive. I said that stainless isn't a precious metal - but I was corrected! I said I would ask in Goldsmiths instead to which the reply was, 'it will be the same price, we're the same company'. In Goldsmiths the watch was obviously correctly identified. To Mappin & Webb, please train your staff. People do business with people - or not.

Dealt with Elliot Cohen and Antony Clark for the purchase of my first rolex to celebrate my wedding. Treated like royalty on my first visit by Elliot. I unfortunately broke my ankle when i received the call to pick up my watch and the guys and Mappin and Webb kindly kept me on the list until I emailed that my foot has fully recovered. When picking the watch up I was greeted by Antony Clark. What a lovely guy and a fellow watch enthusiast. Will definitely be back registering for another watch when the time comes.

I went into the City of London store at 12:30 on a Wednesday seeking advice regarding tightening my metal watch strap on a watch I bought elsewhere. 45 minutes later I had received superb assistance with getting the band to the exact tightness. They also assisted with activating my guarantee. I am so impressed. Heth was professionalism and politeness personified and refused to accept any remuneration at all. This is how to impress your customers. They are now my 'go to' for all watch matters, including any future purchases.