Mappin & Webb Reviews 

Very good customer service

No problems at all, from ordering to dispatch to delivery, all done within 24 hours. Also kept up to date with where my parcel was.

I didn’t receive the parcel. I was in waiting for it expecting to sign for it. DPD didn’t deliver now it’s being returned to Mappin & Webb. I have emailed days ago no reply. I am on the website chat waiting endlessly no reply. So disappointed this is a gift and I ordered from the company expecting good service. Never again!

I am writing this review to document my full experience with Mappin & Webb, as it has now been ongoing for 2 years and has been far beyond what any customer should reasonably endure, especially for fine jewellery at this price point.

My husband purchased a pair of Mappin & Webb Empress 18ct white gold diamond drop earrings as a gift for my 40th birthday.

Within days of first wear, after wearing them 3 times one of the earrings snapped and the drop fell off while I was sitting at dinner. I wasn’t doing anything remotely strenuous, I simply heard something hit the floor.

From there, the experience steadily deteriorated.

When I took the earrings to my local Mappin & Webb showroom for repair, I was initially refused help because the purchase was in my husband’s name, despite me having all the paperwork and the fact the earrings were clearly a gift. I was repeatedly told they could not help me without my husband present. As a woman being told “we can’t help you without your husband” for my own jewellery, this was deeply uncomfortable and frustrating. It took weeks to resolve purely due to administrative rigidity.

Eventually, the earrings were sent away for repair after bringing my husband with me, which he found incredibly infuriating. I explicitly asked that both earrings be checked and reinforced, as the loop holding the drop was extremely thin. When they were returned, there was little explanation of what had been done.

I then wore the earrings very sparingly, only to a few special occasions, and despite this, they broke again in exactly the same place.

At this point, Mappin & Webb acknowledged there was a fault in the metal and arranged for the earrings to be fully remade, with the diamonds reset into an entirely new setting. This was after, again, my husband needing to sign off. I was told this would effectively result in “brand new” earrings. Even this process was plagued with delays, poor communication, and wildly inaccurate timelines. What was initially described as a short repair ended up taking months, including long periods with no updates at all and expensive train journeys to the nearest store in London as my local store had shut down at this point.

Despite all of this, I tried to remain patient and reasonable.

Unfortunately, after receiving the remade earrings, they have now broken for a third time, again in the same place, during normal wear. Because of past issues I only wear these earrings sparingly so in total I have maybe worn them 10 times at this point.

At this point, it is clear these earrings are not fit for purpose. Jewellery at this price and "quality" should last decades, not fail repeatedly within a year under minimal, careful use.

What has been most disappointing is that, even now, I am being told the earrings must be sent away again for “assessment” before a refund can be discussed even though before I was offered a refund. After three failures, including one after a complete remake, this feels less like due process and more like an attempt to delay resolution.

This entire experience has completely tainted what was meant to be a meaningful milestone gift, but is a fantastic representation that you get what you pay for is completely inaccurate. In this case I got failed goods, rude staff and archaic, lengthy processes.

I strongly advise anyone considering a high-value purchase to think carefully, not just about how the jewellery looks in the showroom, but about what happens when something goes wrong. That is the measurement of care.

16-Feb Update: In response to your (I am guessing standard) response and the request to email the customer service team, this has been done and they are looped in since the beginning. I don't think emailing them again is going to yield a different result.

Made easy by the fantastic Christa.

I needed a repair to the bracelet on my watch and Mappin & proved to be the perfect place for my needs. Susi was brilliant from me being introduced to picking up the watch I cannot thank Susi enough. Susi explained the whole procedure very clearly and made the whole experience very easy to understand. Please pass my thanks to all the staff involved first rate service Thank you all.

Excellent customer service, welcoming surroundings and good choice of products

delivered on time and with a smile 100 percent and I love the watch

I purchased from the shop at Gleneagles Excellent service

Always wanted a Swiss made watch. So thought I'd treat myself, as it's been a rough couple of years. Absolutely love the watch ⌚️ I chose ❤️. Read the reviews on Mappin & Webb and decided to buy from them. I haven't had any problems or issues with them. Delivery was prompt even though it was the Xmas time of year. I would recommend these guys to anyone and look forward to buying from them in the near future....

on the Mappin & Webb side of things were great, your delivery agent DPD on the otherhand very disappointed. I had to move delivery days around as I was informed that the package needed a password to make sure the delivery was secure and safe. after moving the day to be available to be present. the delivery agent arrived before I was able to answer the door and just left my over £1500 purchase in an unsecured bin on the property, no signature or code supplied.
very lucky no one knew what was inside thanks to M&W's non descriptive packaging.

Very easy to order, even when finance involved flowed seamlessly.

Excellent and efficient service. Even though I was returning an item I was offered tea or coffee.

Fast delivery. Great presentation.

Goods and delivery excellent

Buying from this long standing institution is quick, easy and pleasing. Quick, no fuss delivery. Excellent

Prompt response to order and dispatch by M&W.
Courier driver dropped off without signature request.
Item well packed/good order/ very pleased.

Your colleague was so helpful and informed when we were looking for an eternity ring for my wife. She also made the process feel relaxed and special with no pressure.

I had a very poor experience with Mapping & Webb after my order was marked “delivered” by DPD but never received. The delivery was meant to be signed for, yet neither I nor my partner signed anything. DPD shows a signature under my partner’s name regardless.

DPD told me the sender must initiate the claim/investigation, but getting meaningful action and urgency from Mapping & Webb was extremely frustrating. The proof-of-delivery photo is not clear, and my building confirmed the missing parcel was not received by them, yet Mapping & Webb refuses to initiate a claim.

At this point, I’m left out of pocket and stuck between courier and retailer. For a premium brand, the support and ownership of the issue has been disappointing. I would not order again.

Bought my wife a pre-owned Omega watch for Christmas. The bracelet was too big for her wrist. Popped into Mappin and Webb in Kingston-upon-Thames to see what the cost was for removing some links. Had other quotes for between £12 and £29.99! M and W did it as a free service even though I hadn't bought the watch there. I was very impressed and the lady who adjusted it for us was fantastic taking time with numerous changes with the links to get it just right. Thank you very much for your help.