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
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Review summary
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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.
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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
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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... See more
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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
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Friendly and efficient service without…
Friendly and efficient service without being OTT. Thanks Isabelle for your help in choosing the perfect ring and for our little guided tour of the jewel house!
2 May 2026
Reply from Mappin & Webb
Dear Mr B,
Thank you for taking the time to write us a review, we are delighted Isabelle was able to assist you with purchasing the perfect ring.
Warm regards
Client Experience
They did what they said they would do!
They did what they said they would do!! That simple!!
3 May 2026
Reply from Mappin & Webb
Dear Harry Jelly,
Thank you for he 5* review!
Warm regards
Client Experience
Pleased with watch
3 May 2026
Reply from Mappin & Webb
Hi Robert,
Thank you for the 5 star review.
It is great to hear that you are pleased with your watch. We do hope that you enjoy wearing it.
Thank you for choosing us.
Best Wishes
Kim
excellent service as usual
2 May 2026
Reply from Mappin & Webb
Hi Andrew,
Thank you for your 5‑star review! We’re glad you were happy with the service , and we really appreciate your feedback.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Mr Foster,
Thank you so much for your 5‑star review!
We’re really pleased to hear that you were happy with both the service and the product. Your feedback means a lot to us, and we look forward to assisting you again in the future.
Best Wishes
Kim
Great service and product
1 May 2026
Reply from Mappin & Webb
Hi Daniel,
Thank you so much for your 5‑star review!
We’re really pleased to hear that you were happy with both the service and the product. Your feedback means a lot to us, and we look forward to assisting you again in the future.
Best Wishes
Kim
You did not respond to my email sent on…
You did not respond to my email sent on 22 April regarding a problem with one of the earrings
29 March 2026
Reply from Mappin & Webb
Hi Elizabeth,
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
Platinum solitaire ring defective after only 4 years!
So imagine you retire in 2022 after 30 years service & you go into the renowned Mappin & Webb store in York, known for being the Royal Household jewellers, regarded as the elite jewellers in the city of York. The service was excellent, making your visit and purchases feeling special, spending approx £6500 on 3 platinum rings, a diamond solitaire ring, a diamond eternity ring & a men’s wedding ring plus a gents Tissot watch at £700. Now wind the clock 4 years on an a catastrophic failure of the solitaire ring where the ring split at two points where the main ring connects to the collet holding the solitaire diamond in place, making the ring unwearable. This failure not caused by any damage or accident but merely by the manufacturing process undertaken by the makers ie Mappin & Webb production team in London. We took the ring which we expected to last for years even decades back to the store where it was inspected by the staff who said they had never seen a failure like this before and then mentioned sending it away to be repaired at OUR cost because we did not take out their insurance on purchase? We also had to pay the £25 postage fee for them to send the ring to their London repair centre for a specialist to access and repair the ring.
Beware when you buy an expensive ring or top brand watch like Rolex or Tudor you only get 12 months warranty from the “top rated” Mappin & Webb UNLESS you take out and pay for an extended warranty on luxury items which you would expect to last for decades. Will see what the team in London says about the defect and the solution the company comes up with.
30 April 2026
Unprompted review
Reply from Mappin & Webb
Hi Ian Parker,
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
Reply from Mappin & Webb
Hi Christina,
Thank you for your wonderful 5‑star review!
We’re delighted to hear that you found our service welcoming, polite, patient, helpful, efficient, and professional.
Your kind words really mean a lot to our team, and we truly appreciate you taking the time to share your experience.
We look forward to assisting you again in the future.
Best Wishes
Kim
Great company to do business with.
Order was fulfilled within the time period given and was well packaged and delivered quickly. I was kept informed of delivery tracking. I’m thrilled with my jewellery and it is exactly as described online.
29 April 2026
Reply from Mappin & Webb
Hi Mrs Berkshire,
Thank you so much for your wonderful 5‑star review!
We’re delighted to hear that your order arrived quickly, was well packaged, and that our delivery updates kept you informed every step of the way.
It’s especially lovely to know that you’re thrilled with your jewellery and that it was exactly as described. Your kind feedback truly means a lot to us, and we hope you enjoy wearing your piece for many years to come.
We can’t wait to welcome you back again soon!
Best Wishes
Kim
Reply from Mappin & Webb
Hi Mr B,
Thank you so much for your wonderful 5-star review!
We’re delighted to hear that you’re happy with both the service and delivery, and that you love the watch.
Your feedback truly means a lot to our team, and we hope you enjoy wearing it for many years to come
Best Wishes
Kim
Reply from Mappin & Webb
Hi Maryam,
Thank you so much for your 5‑star review!
We’re delighted to hear you loved the fast delivery, our packaging, and the quality of the jewellery.
Your kind feedback truly means a lot to us, and we hope to welcome you back again soon!
Best Wishes
Kim
second purchase
This is my second purchase from Mappin &Webb and the experience was just as good . Service is excellent, never used the online side before and would have no problem using it again . Thank you
25 April 2026
Reply from Mappin & Webb
Hi Mr Noble,
Thank you so much for your wonderful 5‑star review.
We’re delighted to hear that this being your second purchase with Mappin & Webb was just as positive as your first. It’s great to know you had an excellent experience and that our online service met your expectations.
Thank you for your continued trust and support, we look forward to welcoming you again soon.
Best Wishes
Kim
Wonderful service
Wonderful service. Kept fully informed re: delivery.
Packaged beautifully and the necklace is just as described.
Perfect.
23 April 2026
Reply from Mappin & Webb
Hi Mags,
Thank you so much for your kind words and for taking the time to leave a 5‑star review.
We’re delighted to hear you were kept fully informed and that the necklace arrived beautifully packaged and exactly as described.
Your feedback truly means a lot to us, and we hope you enjoy wearing it. We look forward to welcoming you back again soon.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Mr Jackson,
Thank you for taking the time to share your feedback.
We’re really sorry to hear about the delay with your order and, more importantly, that you felt you had to chase for updates. That’s not the experience we aim to provide.
We understand how frustrating a lack of communication can be when you’re waiting for an order, and we take this feedback seriously.
We genuinely appreciate your feedback as it helps us improve.
Best Wishes
Kim
Great from start to finish from the…
Great from start to finish from the website, ordering and the amazing service regarding dispatch and delivery
21 April 2026
Reply from Mappin & Webb
Hi Peter,
Thank you so much for your fantastic 5‑star review! We’re delighted to hear that you had such a great experience from browsing our website right through to delivery.
Our team works hard to make the ordering and dispatch process as smooth as possible, so it’s wonderful to know this came through.
We truly appreciate your support and hope to see you again soon!
Best Wishes
Kim
The necklace arrived with a knot in and…
The necklace arrived with a knot in and took 2 hrs to unpick .
Secondly no code sent as described.
19 April 2026
Reply from Mappin & Webb
Hi Elaine,
We’re very sorry to hear about your experience and appreciate you taking the time to share your feedback. The necklace should never arrive tangled, and we understand how frustrating it must have been to spend so long unpicking it , this is not the standard we aim to deliver.
Please accept our sincere apologies for both issues. If you contact our customer support team directly, we would welcome the opportunity to look into this for you.
Thank you again for your feedback, it helps us improve.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Helen,
Thank you so much for your kind 5‑star review!
We’re delighted to hear you loved the bracelet and received great service. Your feedback truly means a lot to us, and we hope you enjoy wearing it.
We look forward to welcoming you again soon!
Best Wishes
Kim
Reply from Mappin & Webb
Hi Mr Millen,
Thank you for the 5-star review!
We’re really pleased to hear you found our online ordering simple and that your delivery arrived quickly. Providing a smooth experience and fast turnaround is exactly what we aim for.
We appreciate your feedback and look forward to supporting you again soon.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Gail,
Thank you for taking the time to leave such a great review!
We’re delighted to hear you received excellent service and that the process was seamless.
We truly appreciate your support.
Best Wishes
Kim
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