Reviews Analysed
21
We Collect & Analyse Reviews
Mappin & Webb
Experiences & Reviews
Mappin & Webb is a British luxury jeweller and silversmith with retail boutiques and authorised watch services across the UK. The business offers jewellery and timepiece sales, servicing and bespoke work through its store network.
Overview & Key Metrics
Positive Sentiment
57%
Latest Review
13d
Overall Rating
3.3
Our Analysis
🎯
Service quality
Many reviews praise attentive in‑store staff and VIP treatment, but several describe prolonged repairs, missed deliveries and dismissive handling.
Share
Mixed
28%
💰
Value for money
Limited mentions: some customers note negotiated reductions or good value, while a few report high repair estimates and poor outcomes on costly purchases.
Share
Weak
5%
⚡
User experience
In‑store experiences are frequently positive; digital and phone channels receive complaints about non‑working chat, long queues and slow responses.
Share
Mixed
9%
🔧
Product quality
Many customers report high quality craftsmanship and satisfied purchases, but several report early faults and inadequate repair resolutions on expensive items.
Share
Mixed
11%
📞
Communication
Multiple reviews describe poor email/chat/phone responsiveness and lack of proactive updates; a subset praise individual staff who kept customers informed.
Share
Weak
18%
⭐
Overall experience
Overall impressions are split: numerous glowing in‑store accounts coexist with a significant number of complaints about repairs, delivery and service follow‑up.
Share
Mixed
28%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 – September 2025).
AWFUL
"I placed an order for a product that was in stock with next day delivery. It did not turn up. I tried online chat and was #1 in the queue for ages, so..."
David Earle
Trustpilot
Sep 30, 2025
Featured for: Delayed order, multi-channel failures
Faulty watch
"Bought my second watch from mappin and web in glasgow.after 3months the watch is faulty they sent it to Tudor for repair it came back worse .it was 5..."
Jack Feguson
Trustpilot
Sep 30, 2025
Featured for: Faulty product, repair refusal, legal action
The Best Jewellery Buying Experience Ever
"Hands down the best jewellery shopping experience I’ve ever had. From the moment we called to enquire, Nafizur Rahman went above and beyond to source..."
Maddi
Trustpilot
Sep 30, 2025
Featured for: Comprehensive positive retail experience
M&W look after your watch repair
"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 repa..."
Haig Bodossian
Trustpilot
Sep 30, 2025
Featured for: Staff advocacy during prolonged repair
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
Filter by Rating
Filter by Source
Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
H
Haig Bodossian
trustpilot.com
Sep 30, 2025
M&W look after your watch repair
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 repa...
D
David Earle
trustpilot.com
Sep 30, 2025
AWFUL
I placed an order for a product that was in stock with next day delivery. It did not turn up. I tried online chat and was #1 in the queue for ages, so...
N
Neil Pownall
trustpilot.com
Sep 30, 2025
Excellent Service from the Chester…
Excellent Service from th...
D
Dawn Muir
trustpilot.com
Sep 30, 2025
visited the regent street store and…
visited the regent street store and Ayah made us fee...
A
A R
trustpilot.com
Sep 30, 2025
Happy 250th Birthday Mappin & Webb
Happy 250th Birthday Mappin & Webb! Also congratulations on a beautiful Manchester store in Saint Annes Square. I’m most impressed by your great selec...
j
jack kelly
trustpilot.com
Sep 30, 2025
The worst experience I have ever had
The worst experience I have ever had, invited in f...
M
Maddi
trustpilot.com
Sep 30, 2025
The Best Jewellery Buying Experience Ever
Hands down the best jewellery shopping experience I’ve ever had. From the moment we called to enquire, Nafizur Rahman went above and beyond to source...
H
Harinder Dhaliwal
trustpilot.com
Sep 30, 2025
I got my first Rolex (Root Beer GMT)…
I got my first Rolex (Root Beer GMT) from Mappin & Webb just last month while staying at Gleneagles. I am very happy with my purchase. I recommend the...
P
Patricia
trustpilot.com
Sep 30, 2025
Visited the Glasgow store
Visited the Glasgow store, I got the VIP treatments, Christa and Wendy were amazing made my day so special, I went in for a watch and came out with a...
J
Jack Feguson
trustpilot.com
Sep 30, 2025
Faulty watch
Bought my second watch from mappin and web in glasgow.after 3months the watch is faulty they sent it to Tudor for repair it came back worse .it was 5...
C
Customer
trustpilot.com
Sep 30, 2025
UPDATE - still nothing - My last review 3 days ago
My last review 3 days ago - APPALLING CUSTOMER SERVICE - still holds! I emailed the address suggested in the reply, and still absolutely nothing! It h...
A
Alan Macmillan
trustpilot.com
Sep 30, 2025
Watch repair
Took my watch (Jaeger le Coultre) for repair, required a replacement spindle and crown. Watch worked well apart from that. Estimate came back at £3410...
T
Thomas Pender
trustpilot.com
Sep 30, 2025
Anniversary tarnished by crappy company
I purchased a £2000 watch, 2 days before pearl anniversary with next day delivery. DPH failed to deliver although I and 2 others were in house, I call...
M
Mark Westbrook
trustpilot.com
Sep 30, 2025
Exceptional experience
Visited the Bluewater store on Saturday to buy a birthday present for my wife. We were looked after by Bonny who I could not fault. Listened to what w...
J
John S
trustpilot.com
Sep 30, 2025
Popped into Mappin and Webb Chester…
Popped into Mappin and Webb Chester yesterday on the off chance of availability on a watch I wanted and had the pleasure of meeting a thoroughly lovel...
c
customer
trustpilot.com
Sep 30, 2025
M&W Cambridge: Not top of the class!
This review relates to customer service at M&W Cambridge in relation to two watch services/repairs on two different timepieces which extended over at...
T
T Sinclair
trustpilot.com
Sep 30, 2025
Appalling
An absolutely appalling service from Dorota and Rosevelt today at your Mappin & Webb Kingston (Bentall's Shopping Centre). I went to the shop to colle...
L
L. Bissett
trustpilot.com
Sep 30, 2025
KUDOS to Wendy at Glasgow Branch
I can not thank Wendy (Glasgow Branch),enough for her outstanding service. From the moment I stepped through the door, she made me feel so welcome eve...
E
EH
trustpilot.com
Sep 30, 2025
Mappin and Webb Multree Walk Edinburgh Staff Go Above and Beyond
I bought a watch from Watches of Switzerland at Gatwick airport. Within three weeks, the watch was not keeping time. I went into Mappin & Webb in Mult...
D
Demi
trustpilot.com
Sep 30, 2025
Awful customer service- engagement ring
Me and my partner went into the York branch to look for engagement rings and to get some style ideas, we sat down with a member of staff and tried som...
Conclusion
Reviews show two recurring patterns. Many customers describe highly personalised, knowledgeable in‑store service and memorable retail visits led by individual staff members. Conversely, a notable portion of reviews report long repair turnarounds, failures in online/phone communication and unresolved faults on expensive purchases. Consumers should ask for written estimates, documented diamond specifications, repair timelines and delivery tracking before purchase or service to reduce risk and set clear expectations.