Mappin & Webb Omdömen 

Everything went very smoothly. Not overwhelmed with delivery messages just accurate and concise. Product was spot on.

The gift that I purchased online for my daughter arrived the next day as agreed just in time for her birthday.

Beautiful shop. Excellent staff. Good choice of jewellery.

I have been waiting for 5 days to be contacted by your customer experience team as promised, there have been countless calls and your not interested.

You provided a faulty 4k watch and are not concerned at all.

Last year, we purchased a David Yurman green malachite pendant from Mappin & Webb for £1,200. Unfortunately, the stone later broke, and we were offered either a full refund or a replacement.

The same green malachite pendant now retails for £1,400, and the store offered to replace it with an identical new one at no additional cost.

However, because malachite is a delicate stone and we wanted to avoid the same issue happening again, my husband decided to choose the black onyx version instead.

The black onyx pendant currently retails for £1,300, which is £100 cheaper than the green malachite pendant they had offered us as a replacement.

What disappointed me was that the sales assistant presented reducing the black onyx pendant from £1,300 to our original purchase price of £1,200 as though they were doing us a favour by giving us a discount.

Considering that the green malachite pendant cost £1,200 last year and has since increased to £1,400, it is reasonable to question whether the black onyx version was actually worth even less than £1,200 at the time of our original purchase.

Ultimately, we walked away with a pendant worth £100 less than the replacement we were originally entitled to receive, yet the transaction was presented as though we had been given a special discount.

For a luxury jewellery retailer, I would expect greater transparency and fairness when handling replacements, particularly when a customer chooses a less expensive alternative.

It is not simply about £100. It is about honesty, customer service and making customers feel that they are being treated fairly rather than being given the impression they are receiving a favour.

A disappointing experience, especially from a retailer with such a prestigious reputation.

My experience with Mappin & Webb was excellent. I ordered the product that afternoon and I received it within 24 hours of my order. Not only was it super fast delivery, I also got the product at a great price. Five star service. Well done.

I wish I could leave them a zero. Their customer service advisor Charmaine barely replied at the start and just does not reply at all now.

I bought my fiance an engagement ring direct and after popping the question less than 2 months after purchasing in February, the stone had become loose and fell out and needed looking at.

Every part of the process was stressful and delayed. She could never answer my partners questions clearly and eventually we paid extra for them to fix it and secure it and just get it back as they had it for so long. Since it's been back it's become loose again and after emailing and receiving no response what-so-ever, we have had to take it to a local independent jeweler where we will face further costs through no fault of our own.

The ring only arrived in January, it has spent only a couple of months on my fiances finger and I am really worried that this will keep happening.

You would think that getting a ring from "one of the top jewellery brands" would get you one of the best services. How wrong I was. Imagine spending 1000's of pounds on the most important jewellery I'll ever buy, spending months and months researching the perfect ring, to just be ignored.

Gorgeous jewellery.
Disgusting, disgraceful customer services.

REPLY TO RESPONSE:
This IS the email address we have emailed already, so before I send you any more emails that will just be ignored, reply to the ones we have already sent - we have sent enough of them!

I am very disappointed with the level of customer service I have received from Mappin & Webb, particularly given its positioning as a premium luxury watch retailer.

Over the past year, I have purchased two luxury watches from the company. Gift cards were included as part of the purchases, but these never arrived as they should have. Despite making several attempts to resolve the issue, I had to follow up repeatedly and even visit the store several times. For purchases of this value, I would have expected the retailer to take ownership of the problem rather than leaving the customer to continually chase it.

The situation became even more frustrating because the gift cards had an expiry date. I subsequently attempted to use the vouchers towards the purchase of two further watches. However, only one of the watches arrived at the store, and while waiting for the situation to be resolved, the second gift card expired.

Overall, the entire experience has felt unnecessarily disorganised and sloppy. These are not the standards I would associate with a luxury watch retailer, particularly when dealing with a repeat customer who has already purchased two high-value watches within a year.

Luxury retail is not simply about selling premium products; the service, communication and after-sales experience should also reflect the value of the purchase. Unfortunately, that has not been my experience with Mappin & Webb, Cambridge.

I have been left genuinely disappointed. I hope the company reviews what went wrong, honours the value of the expired gift card given the circumstances, and improves the way these issues are handled for future customers.

very unhelpful/uniterested staff at Bluewater... fullcomplaint sent to Mappin and Webb and copied to Rolex

Great range. Easy to order. Delivery took longer than next day but understand that given my location.
Had reason to contact customer service and found the woman very helpful and responsive to my query.
The watch looks superb.

I visited the shop in order to leave my Tag Heuer watch for the battery to be replaced and was told I had to make an appointment and would have to return at some future time. Meanwhile staff are sitting at desks with no other customers. Rarely have I seen so little interest in providing service to a customer.

I was unable to place an order online without having to ring customer services first. They took a long time to answer my call.
The delivery company was poor. they notified me after two days that my delivery would be delayed but did not indicate when to.
Although I was in and awaiting the delivery they delivered to a neighbour. I was surprised that I was not given a code for such expensive items.

The waiting times are long, understandable if the supplier cannot meet demand, but to be kept in the loop about waiting times would be better, all that said thanks for the service and i love the watch.

Easy to order with brilliant delivery service

I am delighted with the ring, It was received in good time. Slightly delayed with DPD which was worrying after spending several thousand pounds. As it was delayed I contacted Mappin and Web and got through after a wait of about 15 minutes. It would be more reassuring if you could contact somebody rather than joining a queue. It loose’s it personal service and you just become another sale and of no particular value to them imho.

Honestly the customer service like is amazing I am a nightmare for any ecom like a dinosaur trying to buy anything online. I enter the wrong email and managed to get through to CS and they helped me direct the order to correct email set up my account and I did get the watch slightly late due to my mistake.

It was packaged so nicely, one thing I worried about was DPD I did request the watch to be re deliver the next day due to I was in the office but they left it at reception. If you were buying a Rolex imagine that being left outside!

Overall I like mappin and Webb services so much better