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
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
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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
- #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
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See how their reviews and ratings are sourced, scored, and moderated.
Reply from Mappin & Webb
Hi Maribelle,
Thank you so much for your 5‑star review!
We’re really pleased to hear you were happy with the service and that your delivery arrived right on time.
Your feedback means a lot to our team, and we truly appreciate you taking the time to share your experience.
We look forward to serving you again soon!
Best Wishes
Kim
Reply from Mappin & Webb
Hi Mr Thomson,
Thank you ever so much for the 5 Star review.
We are pleased to hear that you found our service to be brilliant and received a quick delivery. Thank you for your feedback, its appreciated.
Best Wishes
Kim
Love the bracelet
Love the bracelet. The service was excellent from beginning to end. The item was well packaged and the delivery was quick.
12 April 2026
Reply from Mappin & Webb
Hi Susan,
Thank you so much for the 5 Star review.
It is great to hear that the service was excellent from beginning to end and arrived well packaged with a quick delivery. Its even better to hear that you love the bracelet.
Thank you again for taking the time to share your feedback, it means alot to us.
Best Wishes
Kim
Fast and attentive
11 April 2026
Reply from Mappin & Webb
Hi Mr Henderson,
Thank you so much for the 5 Star review.
We are pleased to hear that you found our service to be fast and attentive. Thank you so much for choosing us and we hope that you will shop with us again soon.
Best Wishes
Kim
Rolex Sea Dweller
Definitely use this company again. Even had a phone call of a nice chap explaining the watch and delivery ( didn't catch his name ) Watch arrived and presented in beautiful condition. Delivery was more quicker than I expected, would have been next day but there was a days delay in delivery. But can't fault the two days it took. Would recommend this company.
8 April 2026
Reply from Mappin & Webb
Hi Mrs Harper,
Thank you so much for your wonderful 5‑star review!
We're delighted to hear that your watch arrived in beautiful condition and that our team member was able to walk you through everything over the phone.
We’re also pleased the delivery was quicker than expected, even with the slight delay and we truly appreciate your understanding.
Your recommendation means a lot to us, and we’d be thrilled to welcome you back again in the future. If you need anything at all, we’re always here to help!
Best Wishes
Kim
Overall good experience
Easy process to order, item received in good quality, and within expected time
5 April 2026
Reply from Mappin & Webb
Hi Haitham,
Thank you so much for your lovely review! 🌟
We’re really pleased to hear that the ordering process was easy and that your item arrived in great condition and on time.
If there’s anything we can do to make your next experience a full 5 stars, we’d love to hear from you. We’re always here to help!
Best Wishes
Kim
Disappointed by a delay in my birthday purchase!!
I was guaranteed delivery before my birthday as obviously I wanted to wear my ring on my birthday. We purchased a necklace too on the 31st March the ring wasn’t my size so it had to be ordered I was assured it would arrive in time sadly I was really upset it came after my special birthday!! Phoned twice nobody rectified the situation blamed the courier as it was Easter we spent nearly 4k and we both expected better service. Do NOT over promise and under deliver!!
8 April 2026
Reply from Mappin & Webb
Hi Annette,
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 A Smith,
Thank you so much for your lovely review!
We’re delighted to hear that you love the jewellery and found the ordering process smooth and the delivery reliable and quick.
Your support means a lot to us, and we hope you enjoy your new pieces!
Best Wishes
Kim
Reply from Mappin & Webb
Hi Mrs Mcandrew,
Thank you so much for your wonderful 5‑star review!
We’re delighted to hear that your purchase was straightforward and that you’re enjoying the product.
Your feedback truly means a lot to us.
Best Wishes
Kim
Excellent service
Excellent service - item ordered late in the evening and still arrived the following day with complimentary next day delivery.
3 April 2026
Reply from Mappin & Webb
Hi Xandra,
Thank you so much for your wonderful review!
We’re delighted to hear that your order arrived so quickly and that you enjoyed our complimentary next‑day delivery.
Providing a smooth and efficient experience is exactly what we aim for, so your feedback really means a lot.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Bernard,
Thank you so much for your wonderful 5‑star review!
We’re delighted to hear that you found it easy to place your order and that your next‑day delivery arrived just as expected.
Providing a smooth, efficient experience is exactly what we aim for, so your feedback means a lot to us.
Thanks again for choosing us.
Best Wishes
Kim
Quality service
The gift we were searching for was available and affordable. The ordering process was straightforward with dispatch following quickly. Progress for delivery was clear and happened as expected.
3 April 2026
Reply from Mappin & Webb
Hi Mr Hodgson,
Thank you so much for your wonderful 5‑star review!
We’re delighted to hear that you found the perfect gift at a great price and that the ordering and delivery process was smooth from start to finish.
Your kind words mean a lot to us, and we’re thrilled that your experience was exactly as it should be, simple, clear, and hassle‑free.
Best Wishes
Kim
Very impressed by their service
Very impressed by their service. Bought a garmin venu 4 as a present, quite a good service, nice packaging, and delivered with a special note inside. Very impressive.
2 April 2026
Reply from Mappin & Webb
Hi Davor,
Thank you so much for your wonderful review!
We're delighted to hear that the Garmin Venu 4 made the perfect gift and that you were impressed with our service, packaging, and the special note.
It means a lot to us to know we helped make your experience memorable.
Best Wishes
Kim
Brilliant service… probably the best…
Brilliant service… probably the best experience of shopping online
1 April 2026
Reply from Mappin & Webb
Hi A Happy Shopper,
Thank you so much for your wonderful feedback! ⭐️
We’re absolutely delighted to hear that you had such a brilliant experience shopping with us, comments like yours truly make our day.
Best Wishes
Kim
Mappin & Webb Bluewater
Mappin & Webb Bluewater. Dreadful service! I have had an issue with a repair to my daughters bracelet that has gone on for two years now and is still unresolved.
During this time I have (foolishly perhaps) bought two very expensive watches and when buyig them the staff could not have been better. Despite promising to resolve the issue with the braclet both times I bought the watches they then did absolutely nothing. I have raised a formal complaint with Watches of Switzerland who eventually passed the issue back to the Bluewater store and the manager made one feeble attempt to call me and although I called back and left a message and also emailed, I have once again been ignored.
31 March 2026
Unprompted review
Reply from Mappin & Webb
Hi Chris,
Thank you for taking the time to share your experience, and please accept our sincere apologies for the ongoing issues regarding your daughter’s bracelet repair. We are extremely sorry that this matter has remained unresolved for such a long period of time and that our communication has fallen short of the standard you rightfully expect.
We will be chasing this with the Bluewater showroom and our internal teams to ensure that your concerns are addressed promptly and that a resolution is finally put in place.
Thank you again for bringing this to our attention, and we are truly sorry for the inconvenience and frustration this has caused.
Best Wishes
Kim
Reply from Mappin & Webb
Hi Pat,
Thank you so much for your wonderful 5‑star review!
We're delighted to hear that you found our delivery speedy and efficient. Providing a smooth and reliable experience is always our goal, and feedback like yours truly makes our day.
Best Wishes
Kim
Super fast service
Super fast service - watch bought on Thursday morning and delivered 24 hours later, by my preferred courier - DPD
28 March 2026
Reply from Mappin & Webb
Hi Mark,
Thank you so much for your wonderful review! 🌟
We’re thrilled to hear that your new watch arrived so quickly and that it was delivered by your preferred courier, DPD. Providing fast, reliable service is something we take great pride in.
Best Wishes
Kim
Excellent support and service Nageeb
Excellent support and service from the Manchester Store, NaGeeb was the in store contact and helped me buy some if the high quality David Yurman bracelets, NaGeeb was an excellent ambassador for the store, went the extra mile in helping me choose the right bracelet, a fantastic service, well done, I will certainly buy again from Mappin & Webb - thanks John
26 March 2026
Unprompted review
Reply from Mappin & Webb
Hi DJ,
Thank you so much for taking the time to leave this wonderful 5‑star review.
We're delighted to hear that your experience at our Manchester store was exceptional and that NaGeeb provided the attentive support you deserved.
It's fantastic to know he helped you find the perfect David Yurman bracelets and made your visit memorable. We’re very proud to have team members like NaGeeb who go the extra mile for our clients.
We truly appreciate your kind words and your continued trust in Mappin & Webb.
We look forward to welcoming you back again soon.
Best Wishes
Kim
Very Quick Delivery
Lovely experience shopping online with Mappin and Web. Living in Scotland, ‘Next Day’ deliveries usually take a few days. But with this order, it did arrive next day, as promised. Beautifully wrapped. And the item is exactly as I hoped it would be. Many thanks.
27 March 2026
Reply from Mappin & Webb
Hi Hazel F,
Thank you so much for your wonderful review!
We’re delighted to hear that your order arrived promptly in Scotland and that the next‑day delivery lived up to expectations. It’s great to know the item was beautifully wrapped and exactly what you hoped for.
We truly appreciate your kind words and are thrilled you had such a positive experience shopping with us.
Best Wishes
Kim
I love my ring
I love my ring! Great quality product. Ordered it online, it was easy and arrived within the expected time frame.
26 March 2026
Reply from Mappin & Webb
Hi Sonia,
Thank you so much for your wonderful review!
We’re delighted to hear that you love your ring and that the ordering process was smooth and easy for you. It’s great to know your item arrived on time and met your expectations.
We truly appreciate your support and hope you enjoy your beautiful ring for years to come! 💍
Best Wishes
Kim
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