My experience contacting Reeds Jewellers in Newcastle has always been a pleasant experience. If I see anything on line I would rather buy via them as my parents and grandparents always visited and bo... See more
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Review summary
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Reviews shaping this summary
Dealt with Liam at Manchester branch, a truly great guy with a massive wealth of knowledge on watches. From the moment I walked in to walking out I felt at ease with Liam a great asset to the compan... See more
Company replied
Genuinely helpful staff at the York store who took my interest in buying a Rolex, seriously. I'm looking forward to the journey with them. We were so impressed, my girlfriend bought a gold ring whil... See more
Company replied
Bought Online Raymond Weil Toccata watch very elegant, Everything was fine. I thought I will get £150.00 gift card together with the watch but it says will be sent within 28 days of purchase, that... 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 94% of negative reviews
Typically replies within 1 week
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Very kind staff
5 September 2026
Welcoming
Welcoming, no rush, simple, polite, no pressure what more could you ask for. Great service, great staff &beautiful place to shop
4 September 2026
Weaving a tangled [Mappin &] Webb
I bought a £400 bangle from Mappin & Webb in Feb 2026 as a 70th birthday present. It was worn once or twice before the clasp came undone.
Their workshop says it is misshapen and that this is causing the clasp to fail — but they have rejected the claim as “accidental damage”.
Their own response says:
“We cannot speculate exactly how this may have happened”
and that it “may” have been twisted, “possibly during fastening”.
That is speculation, not evidence of misuse.
There was no accident or misuse. I have formally challenged the decision, invoked my statutory rights and refused the £135 repair.
A £400 bangle that cannot be safely worn after one or two uses is not an acceptable customer experience.
#MappinAndWebb #ConsumerRights
3 September 2026
Unprompted review
Reply from Mappin & Webb
Hi Am,
Thank you for your feedback. We're sorry to hear that you're disappointed with the outcome of your repair assessment and understand your frustration. We take all quality concerns seriously and would like the opportunity to review this matter further. Please contact us at mwenquiries@mappinandwebb.com with your details so our team can investigate your concerns and assist you directly.
Kind Regards,
Mia-Lilly
Slow disappointing service
Ordered an expensive piece of jewellery, website said delivery within 7 days, in reality it took 3 weeks which meant it did not arrive in time for the birthday it was an present for. I contacted customer service a few times but they were not particularly helpful. Very disappointing service particularly given the value of the item.
When it arrived I was very happy with the product but unfortunately due to the service I will not use this company again
26 August 2026
Reply from Mappin & Webb
Hi Phil,
Thank you for your feedback.
We're sorry to hear that your order took longer than expected to arrive and that it missed the intended birthday occasion. Should you wish to discuss this further, please contact enquiries@mappinandwebb.com.
Many Thanks,
Mia-Lilly
First class
First class service from the Team in Glasgow. Special mention to Lorna who always gives a warm friendly welcomes Great customer service also from Lorna. Have bought many pieces from her, and will surely return.
30 August 2026
Reply from Mappin & Webb
Hi Robert,
Thank you for your review.
We're delighted to hear you've received first-class service from our Glasgow team. We'll be sure to pass on your kind words to Lorna, who will be thrilled to know her warm and friendly service has made such a positive impression. We look forward to welcoming you back again soon.
Kind Regards,
Mia-Lilly
Always 5 star service from start to…
Always 5 star service from start to finish.Great!
2 September 2026
Reply from Mappin & Webb
Hi ML,
Thank you for your review,
We're delighted to receive your 5-star feedback and hear you experienced great service from start to finish. We look forward to welcoming you back soon.
Kind Regards,
Mia-Lilly
Communication was very good
Communication was very good. Delivery a day late than expected but arrived on the day i needed it. The item is perfect and packaging was an extra touch. Thank You i will be using you again and fully recommend !
26 August 2026
Reply from Mappin & Webb
Hi Lisa,
Thank you for your review.
We're delighted to hear you were pleased with our communication and loved your purchase. We appreciate your understanding regarding the slight delivery delay and look forward to welcoming you back again soon.
Best Regards,
Mia-Lilly
An incredibly disappointing experience from start to finish (not finished yet).
My wife bought me a Cartier watch from Mappin & Webb Glasgow at the end of May as a wedding present. Unfortunately, the bracelet was too small, but when purchasing the watch we were specifically reassured that this would not be an issue — we could “easily pop in for an extra link or, if not available, get a refund”.
After our wedding and honeymoon, we went into the store on 15th June to arrange the additional link. We were again told this would be no problem and that Mappin & Webb would order the link from Cartier, which would take around one week.
The following day we received a call asking us to pay the £80 for the link, which we did immediately. During that call, we were then told that it could actually take up to four weeks. Whilst this was different from what we had initially been told, we were understanding and happy to wait.
Four weeks passed. We heard absolutely nothing.
We chased Mappin & Webb and were told someone would get back to us. Nobody did. We called again and eventually spoke to a manager, who explained that the member of staff handling our case had left the business and that nothing had been progressed. We had paid £80, waited four weeks, and apparently the link had never even been ordered.
We were told to bring the watch into the store and that it would then be treated as a high-priority case. We did exactly that the following day, 24th July.
At this point, we were told that because the watch was a discontinued model, it would need to be sent back to Cartier and that this could take another four weeks. Again, we were understanding and trusted Mappin & Webb to resolve the situation.
Another four weeks passed.
Again, we heard nothing.
We emailed our contact and Mappin & Webb head office asking for an update and, more importantly, some clarity over where my watch actually was. We were unable to get a clear answer and were simply told to go into the store.
We did so on 30th August. Once again, nobody could give us a clear answer as to where the watch was or what had actually happened to it.
We were eventually told that they could see an order for the link had been placed on 19th August — almost a month after we had handed the watch over on 24th July. There was no explanation as to why it had taken almost a month to place the order, what had happened to the watch in the meantime, or where it currently was.
We were essentially ushered out of the store with another promise that someone would call us “tomorrow”. Given the history of communication so far, we have very little confidence that this will happen.
We genuinely wanted to avoid leaving a public review. We have made countless attempts to resolve this directly, both in store and via email, but unfortunately we have got nowhere.
This was supposed to be a monumental gift marking the most special day of our lives. Instead, the experience with Mappin & Webb has been incredibly stressful and disappointing from start to finish.
Three months after purchasing the watch, I still haven’t been able to wear it. I now don’t even know where my watch is.
For a company selling luxury watches and jewellery, the level of communication, ownership and customer service we have experienced has been completely unacceptable. The original problem was a very simple one — an additional bracelet link. It has somehow turned into a three-month ordeal with repeated delays, missed promises, a member of staff leaving without the case being progressed, and still no clear answer as to where my watch is.
We expected a premium experience from Mappin & Webb. Unfortunately, we have received the complete opposite.
30 August 2026
Unprompted review
Reply from Mappin & Webb
Dear Archie,
Thank you for taking the time to share your experience. We are truly sorry to read of the series of delays, communication failures, and uncertainty you have encountered regarding your Cartier watch.
We completely appreciate how disappointing this must have been, particularly given that the watch was purchased as a wedding gift to mark such an important milestone. From the conflicting information provided about the bracelet link, to the lack of progress after payment was taken, the delays in processing your request, and the difficulty obtaining clear updates on the whereabouts of your watch, we understand why this experience has left you feeling frustrated and let down.
The level of service you describe is not the standard we aim to provide, and we are especially concerned to learn that repeated promises of follow-up communication were not fulfilled, leaving you without the clarity and reassurance you should have received throughout the process.
We would like the opportunity to investigate this matter thoroughly and ensure your concerns are reviewed by the appropriate team. Please contact us at client.experience@thewosgroup.com, quoting your review details and preferred contact information, and we will arrange for this to be looked into as a priority.
Thank you again for bringing this to our attention, and we sincerely apologise for the disappointment caused.
Kind regards,
Kiera
Reply from Mappin & Webb
Hello,
Thank you for your review.
We're delighted to hear that your order arrived quickly and safely. Providing a smooth and reliable delivery experience is important to us, so it's wonderful to know we met your expectations.
We appreciate your support and hope to welcome you back to Mappin & Webb again soon.
Kind regards,
Kiera
Many Thanks to Errol Afet who went…
Many Thanks to Errol Afet who went beyond in ensuring my replacement order went smoothly.
30 August 2026
Reply from Mappin & Webb
Hello,
Thank you for your review.
We're delighted to hear that Errol Afet went above and beyond to ensure your replacement order was handled smoothly. Providing attentive, personalised service is something we pride ourselves on, and it's wonderful to know Errol made such a positive difference to your experience.
We will be sure to pass on your kind feedback to Errol. Thank you for choosing Mappin & Webb, and we look forward to welcoming you again in the future.
Kind regards,
Kiera
Excellent service
26 August 2026
Reply from Mappin & Webb
Dear Wendy,
Thank you for your review.
We're delighted to hear that you received excellent service. Providing a high standard of care and ensuring our clients have a positive experience is always our goal.
We truly appreciate your feedback and thank you for choosing Mappin & Webb. We look forward to welcoming you again soon.
Kind regards,
Kiera
Great experience at Manchester branch
Dealt with Liam at Manchester branch, a truly great guy with a massive wealth of knowledge on watches. From the moment I walked in to walking out I felt at ease with Liam a great asset to the company.
Wonderful customer experience today something I will never forget.
A big thank you to Lola & Lorraine too.
28 August 2026
Unprompted review
Reply from Mappin & Webb
Dear Dale,
Thank you for your wonderful review.
We're delighted to hear about your experience with Liam at our Manchester showroom. It's fantastic to know that his extensive watch knowledge, professionalism, and approachable manner made you feel at ease from the moment you arrived. Creating memorable experiences for our clients is exactly what we strive for, and we're thrilled that Liam helped make your visit one you won't forget.
We'll also be sure to share your kind words with Lola and Lorraine, who will be delighted to know their contribution was appreciated.
Thank you for choosing Mappin & Webb, and we look forward to welcoming you back again soon.
Kind regards,
Kiera
The watch arrived the very next morning…
The watch arrived the very next morning in subtle packaging so the courier did not know what it was when he handed it to me!
22 August 2026
Reply from Mappin & Webb
Hi Jayne Roberts,
Thank you for your feedback. We're delighted to hear your watch arrived quickly and that you appreciated the discreet packaging. We hope you enjoy your new timepiece and look forward to serving you again soon.
Best Regards,
Mia-Lilly
Super quick and efficient service
Super quick and efficient service. Good arrived nicely packaged and as ordered.
20 August 2026
Reply from Mappin & Webb
Hi Richard Fretwell,
Thank you for your feedback. We're delighted to hear you were pleased with the quick and efficient service and that your order arrived well packaged exactly as expected. We hope you enjoy your purchase and look forward to serving you again soon.
Best Regards,
Mia-Lilly
Everything was fine
Bought Online Raymond Weil Toccata watch very elegant,
Everything was fine. I thought I will get £150.00 gift card together with the watch but it says will be sent within 28 days of purchase, that was a little bit of unclear. The other thing I wish you could offer a strap adjustment service, so that the watch would be ready to wear when it arrives.
I live in an area where there aren’t many shops nearby, so unfortunately I now have to wait until I can find somewhere to have the strap adjusted.
19 August 2026
Reply from Mappin & Webb
Dear Manju,
Thank you for your 5-star review and for choosing us for your Raymond Weil Toccata purchase. We're delighted to hear that you love the watch and that your online shopping experience went smoothly.
We appreciate your feedback regarding the £150 gift card promotion and understand that the timing of its delivery could have been clearer. We also value your suggestion about offering a bracelet adjustment service prior to dispatch. We recognise how convenient this would be, especially for clients who may not have easy access to a local jeweller.
Thank you for taking the time to share your experience and feedback. We hope you enjoy your new watch and look forward to assisting you again in the future.
Kind regards,
Kiera
Product as described
Product as described.
Wonderful service from the Courier.
Beautiful gold bracelet bought in the sale.
19 August 2026
Reply from Mappin & Webb
Hello Mags,
Thank you for your 5-star review. We're delighted to hear that you were pleased with your gold bracelet and that it was exactly as described. It's also wonderful to know that you received excellent service from the courier.
We hope you enjoy wearing your beautiful new bracelet and thank you for choosing Mappin & Webb.
Kind regards,
Kiera
Ear ring purchase
My experience contacting Reeds Jewellers in Newcastle has always been a pleasant experience. If I see anything on line I would rather buy via them as my parents and grandparents always visited and bought from them in the past.
I have dropped a star, solely because the item I bought wasn’t as substantial as I expected,although very beautiful. I was going to return it but thought I’d try to see how it would work with other ear rings I wear. I carefully tried to hold it to my ear but even so the seal came adrift…….therefore it became non refundable! I decided I’d get another ear piercing which would in effect be a cartilige piercing. Unfortunately the fitting isn’t the right fitting for that solution. The problem remains!
13 August 2026
Reply from Mappin & Webb
Good morning,
Thank you for taking the time to share your feedback and for your continued loyalty. We are delighted to hear that your experiences with the team have always been positive and that your family has supported us across generations. That means a great deal to us.
We are sorry to hear that the item was not quite as substantial as you had expected, despite its beauty, and that you encountered difficulties when trying to assess how it would work with your existing earrings. We understand how disappointing it must be to find that the piece ultimately did not suit your needs as intended.
We appreciate your comments and would welcome the opportunity to discuss your concerns further. Please contact us directly with your details at client.experience@thewosgroup.com and a member of our team will be happy to review the situation and see how we can assist.
Kind regards,
Kiera
Excellent Service
The service provided by M&W, and particularly Connie, was outstanding. Everything was conducted in a calm and professional way with no pressure at all to purchase. Connie had an excellent understanding of the product and other, similar watches, and gave me plenty of time to decide to purchase. I would have given 5 stars but unfortunately I had to return the watch almost immediately due to it gaining excessive time. Here again Connie provided an instant exchange and I am satisfied that exchange was dealt with quickly and to my satisfaction. However, the manufacturer's quality control should have eliminated the chances of a defective watch (rapidly gaining time) ever reached a customer. That is an issue for M&W to deal with but it did impact on my experience.
19 August 2026
Reply from Mappin & Webb
Good morning,
Thank you for taking the time to leave such a detailed review. We are delighted to hear that you received outstanding service from M&W and, in particular, from Connie. It's wonderful to know that you felt supported throughout the process, with expert guidance, plenty of time to make your decision, and no pressure to purchase.
We are also pleased that your exchange was handled quickly and professionally, and that Connie was able to resolve the issue to your satisfaction.
At the same time, we are sorry that your original watch did not perform as expected. While manufacturing issues can occasionally occur despite quality control processes, we completely understand how this impacted your overall experience and appreciate you bringing it to our attention.
Thank you again for your feedback and for recognising Connie's excellent service. We hope you enjoy your replacement watch and look forward to welcoming you back in the future.
Kind regards,
Kiera
Reply from Mappin & Webb
Dear Bridget,
Thank you for your wonderful review!
We're delighted to hear that you're pleased with your beautiful chain and that it arrived quickly and exactly as described. We take great care in ensuring our items are securely packaged and delivered promptly, so it's fantastic to know we met your expectations.
Thank you for choosing Mappin and Webb and for taking the time to share your feedback.
We hope you enjoy your new purchase and look forward to welcoming you back again soon,
Kiera
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