Mappin & Webb Opiniones 

I’m extremely disappointed with the service I received from Mappin & Webb York. I was on their waiting list for a Rolex Sea-Dweller for almost two years. I fully understand that Rolex waiting lists can be long, but what frustrated me was the complete lack of clarity and accuracy throughout the process. Rolex Leeds told me I’d likely receive the watch within a year if I joined their list, so to still be waiting after nearly two years with York was disheartening enough.

What made it worse was discovering, when I called to remove myself from the list after deciding to buy elsewhere, that they didn’t even have me down for the correct watch. After all the times I visited the store to “keep up appearances,” the conversations I had, and even bringing them a Christmas gift for the staff room, I wasn’t even contacted to ask why I’d taken myself off the list. Instead, I was repeatedly told that “when the watch comes in, you’ll be next” and that it “shouldn’t be long.” In hindsight, it felt like I was being told whatever was necessary just to stop me calling or popping in.

I also had issues when I took in my Tudor Chronograph to sell. We agreed on a price I was happy with, only for them to come back weeks later claiming the watch wasn’t working properly. I’ve owned that watch for over three years and it has never missed a beat. I asked them to send it off to be checked, which thankfully was covered under warranty. But when the watch was returned to me, they didn’t even send the boxes and papers back with it.

After so many mistakes, mixed messages, and a general lack of care, I’m honestly relieved not to be dealing with them anymore. For a retailer representing brands like Rolex and Tudor, I expected far better communication, accuracy, and professionalism.

First class service, great website and swift delivery next day - Thanks

Placed my original order, wasn’t told that I needed to sign for the order, so when I wasn’t home, DPD returned the purchase back to M&W. I only found this out when I called M&W to chase for my undelivered purchase.

My only option was to re-order my £600 purchase and request a refund on my first purchase, which I’m still waiting for.

What makes this really infuriating, is that when my second purchase was finally delivered I wasn’t asked to sign for it!! 😡

Really easy to order, will use again.

Fantastic customer service and support.

beautiful earrings and super quick delivery. Well packaged too

Excellent service

Product was amazing but £400 watch was left on back doorstep.

I am completely happy with the product, however when purchasing online I made a mistake with the payment method. I immediately tried Live Chat, there was no response, then tried telephoning.I was number 1 in the queue for half an hour, until 6 pm, when it changed to ‘no-one available”. I then tried emailing - 4 days later I have not had a response and the product has arrived. Communication was not good, but everything else, delivery etc., was very good, hence 3 stars and not 1.

Quick, secure and simple. Given high value products, reassuring that delivery updates on courier were provided by them and not Courier

Ok apart from delivery date.
Everything ok otherwise

Called in store in Chester to discuss the purchase
Spoke to a Gentleman called Gary .He gave me all the information I needed in a very Professional manner asked if I needed further assistance to phone him at the shop I went home knowing everything I asked was answered and ordered the jewellery the same day Came by courier date and time spot on could not ask for anymore Person who delivered parcel was professional and a good asset to Dpd thanks

Failed to reply to my question via email and live chat.
Despite requirement to sign for safe delivery package dropped over gate in the rain.
Yet to open package as it’s present and due date not reached

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.