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
- #98 of 112 best companies in Jeweller
- #116 of 131 best companies in Watch shop
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.
Had to return a bracelet that broke
Had to return a bracelet that broke. Only about a month old. The process to return was long and not easy. You pay for the postage yourself ( it is refunded, however you are out of pocket for a number of weeks). The item was deemed not faulty so no refund or replacement. Sorry mappin and Webb but you have lost a customer and I will not be recommending you to any of my friends
22 May 2026
Unprompted review
Reply from Mappin & Webb
Dear Paula,
Thanks for sharing your feedback, we are sorry to learn about your bracelet breaking and apologise that our service did not satisfy your expectations. We would welcome the opportunity to put this right for you, please contact us on client.experience@thewosgroup.com.
Kind Regards
Mia.
Extremely efficient service- thank you.
1 June 2026
Reply from Mappin & Webb
Dear Cherry,
Thank you for leaving us a 5* review.
We are pleased you had an excellent service and support, and we would like to thank you for your purchase.
Best wishes,
Natasha
Great store!
Bought cufflinks for my husband, arrived super quickly and gorgeously packed, he loved them, very good quality as well.
22 December 2025
Reply from Mappin & Webb
Hi Catalina,
Thank you so much for your kind words!
We’re absolutely delighted to hear that you were pleased with the cufflinks and that they arrived quickly and beautifully packaged.
It’s wonderful to know your husband loved them too, that really means a lot to us.
We truly appreciate you highlighting the quality, and we hope to welcome you back again soon!
Best Wishes
Kim
Reply from Mappin & Webb
Hi Carl,
Thank you so much for your wonderful review!
We’re absolutely delighted to hear that everything met your expectations and that you had such a positive experience with us.
Your kind words truly mean a lot to our team, and it’s fantastic to know we were able to deliver exactly what you were looking for.
We look forward to welcoming you back again soon!
Best Wishes
Kim
Excellent service from ordering to…
Excellent service from ordering to delivery and I was able to track my package and received regular updates. Plus the parcel was handled with care by the courier. Thank you
27 May 2026
Reply from Mappin & Webb
Hi Debbie,
Thank you so much for your wonderful 5-star review!
We’re delighted to hear that you had such a positive experience from ordering all the way through to delivery.
It’s great to know that the tracking updates kept you informed and that your parcel arrived safely and handled with care.
Your kind feedback means a lot to us, and we truly appreciate you taking the time to share it. We look forward to serving you again soon!
Best Wishes
Kim
Reply from Mappin & Webb
Hi Ben,
Thank you so much for your kind words!
We’re delighted to hear that you’ve had such a positive experience with us every time.
Providing accommodating and consistent service is something we truly pride ourselves on, so it means a lot to know it’s being recognised.
We really appreciate your support and look forward to welcoming you again soon! 😊
Best Wishes
Kim
Clear website
Clear website. Very fast delivery with good packaging and a beautiful product. Thank you!
27 May 2026
Reply from Mappin & Webb
Hi Mrs Stocker,
Thank you so much for your wonderful feedback!
We’re thrilled to hear that you found the website easy to use and were happy with the fast delivery, careful packaging, and the product itself.
Your kind words mean a lot to us, and we truly appreciate you taking the time to share your experience.
We hope to see you again soon!
Best Wishes
Kim
Very helpful customer service
Very helpful customer service, excellent service! Thank you very much! Highly recommend.
24 May 2026
Reply from Mappin & Webb
Hi Irena,
Thank you so much for your kind words! 😊
We’re delighted to hear that you found our customer service very helpful and that you had an excellent experience with us. Your recommendation truly means a lot, and it motivates the whole team to continue delivering the best possible service.
We really appreciate your support and look forward to welcoming you again soon!
Best Wishes
Kim
Michael was great as always.
24 May 2026
Reply from Mappin & Webb
Hi Siamak,
Thank you so much for your kind words! 😊
We’re delighted to hear that Michael consistently delivers such a great experience. Your feedback means a lot, and we’ll be sure to pass this on to him,it’ll really make his day!
We truly appreciate your continued support and look forward to helping you again soon.
Best Wishes
Kim
My wife loved the necklace and met all…
My wife loved the necklace and met all expectations
20 May 2026
Reply from Mappin & Webb
Hi Mr Munday,
Thank you so much for your kind words!
We’re absolutely delighted to hear that your wife loved the necklace and that it met all your expectations.
Knowing it made such a positive impression truly means a lot to us. We hope it continues to be a special piece for her, and we look forward to helping you find something just as perfect again in the future!
Best Wishes
Kim
Easy to order delivered next day
18 May 2026
Reply from Mappin & Webb
Hi Shaun,
Thank you for the 5 star review.
We are pleased to hear that you found it easy to order online and received next day delivery.
Thank you for choosing us!
Best Wishes
Kim
Beautiful ring just what I wanted
Beautiful ring just what I wanted. Delivery was amazingly fast.
16 May 2026
Reply from Mappin & Webb
Hi Sharon,
Thank you so much for your lovely feedback!
We're delighted to hear that you love your ring and that it was exactly what you wanted. It’s also great to know our delivery exceeded your expectations ,we always aim to get your orders to you as quickly as possible.
We really appreciate your support and hope to serve you again soon!
Best Wishes
Kim
Website easy to order from
Website easy to order from. Beautiful necklace which was wrapped securely for transit. Quick delivery.
9 May 2026
Reply from Mappin & Webb
Hi JaneMc,
Thank you so much for your lovely feedback!
We’re delighted to hear that you found the website easy to use and that your necklace arrived quickly and beautifully packaged. It means a lot to us that everything met your expectations, from ordering through to delivery.
We truly appreciate you taking the time to share your experience and hope to see you again soon!
Best Wishes
Kim
First time purchase from Mappin & Webb
First time purchase from Mappin & Webb, after a friends recommendation.
I found my experience to be flawless. Very knowledgeable and helpful during my process.
A professional service and I will definitely be a returning customer.
12 May 2026
Reply from Mappin & Webb
Hi George,
Thank you so much for your kind words!
We’re absolutely delighted to hear that your first purchase with Mappin & Webb was such a positive experience, especially following a recommendation from your friend.
It’s wonderful to know that you found the service knowledgeable, helpful, and professional throughout your journey.
Providing a seamless and memorable experience is always our aim, so your feedback truly means a lot to us.
We’re thrilled to hear you’ll be returning, and we look forward to welcoming you back again soon.
Best Wishes
Kim
Straightforward
Straightforward, easy transaction. Item received on time via next day delivery. All good! Would order from this company again. Thank you 😊
10 May 2026
Reply from Mappin & Webb
Hi Samuel,
Thank you so much for your kind words! 😊 We’re really pleased to hear that your order arrived on time and that the whole process was straightforward and hassle-free.
It’s great to know you’d choose to shop with us again, that means a lot to us!
Thanks again for your support, and we look forward to serving you in the future.
Best Wishes
Kim
Excellent presentation quality item…
Excellent presentation quality item delivered in time and very quickly would recommend as I got the same treatment when I bought my wife’s Cartier watch from the Glasgow shop would recommend mappin&webb
10 May 2026
Reply from Mappin & Webb
Hi Mr Jenkins,
Thank you so much for your wonderful feedback!
We’re delighted to hear that you were pleased with both the quality of your item and the speed of delivery. It’s especially rewarding to know that you’ve had consistently positive experiences with us, both online and during your visit to our Glasgow boutique.
Your recommendation truly means a lot, and we hope to have the pleasure of assisting you again soon.
Best Wishes
Kim
Reply from Mappin & Webb
Hi D Matthews,
Thank you so much for your kind feedback!
We’re delighted to hear that you’re enjoying both the range and quality of our products, as well as our easy ordering process and fast delivery.
It truly means a lot to us that we’re meeting your expectations.
We really appreciate you taking the time to share your experience and look forward to serving you again soon!
Best Wishes
Kim
prompt efficient service and delivery…
prompt efficient service and delivery at a competitive price
6 May 2026
Reply from Mappin & Webb
Hi Nicholas C,
Thank you so much for your 5-star review! 🌟
We’re delighted to hear that you appreciated our prompt, efficient service and competitive pricing, that’s exactly what we strive to deliver every day.
Your kind feedback means a lot to the team and motivates us to keep providing the best experience possible.
We look forward to serving you again soon!
Best Wishes
Kim
Reply from Mappin & Webb
Hi Daniel,
Thank you so much for your kind feedback! 😊
We're delighted to hear you had a positive experience. We really appreciate you taking the time to share this and look forward to welcoming you again soon.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Mr Scott,
Thank you so much for your kind words! 😊
We’re delighted to hear that you found the assistant very pleasant providing a friendly and positive experience is something we truly strive for.
It means a lot that you took the time to share your feedback, and we hope to assist you 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.