Customers often highlight floor staff for polished, personal service and quick checkout. Several reviews also praise tidy presentation and speedy delivery. A separate run of complaints focuses on no updates after ordering, missed or insecure deliveries, and repair problems. Reviews draw a clear line between strong in-store experiences and weak delivery and repair outcomes.
Examples from available reviews (Nov 2021 – Feb 2026).
First class service with a great website and next-day delivery.
“First class service, great website and swift delivery next day - Thanks”
Ordered a Rolex over 14 months ago with no communication since.
“had zero communication from them since”
Bought an expensive watch that became faulty and repairs worsened it.
“now I'm stuck with a £4000 faulty watch.”
Praise centres on in-store staff who offered knowledgeable, attentive help and handled purchases quickly. Many reviewers name employees, describe one-to-one consultations, and note timing issues resolved fast. A smaller number report dismissive or rude behaviour during consultations.
Value comes up less often than service. When it does, reviewers mention unexpected repair charges, being pushed toward full refurbishment instead of a simple fix, and ending up with costly faulty items. One report describes negotiating a reduction in a repair fee.
Reviewers mention smooth online ordering and smart in-store presentation, including easy ordering and careful gift wrapping. Several note fast fulfilment and next-day delivery as part of a positive purchase. Some say delivery-date errors or missed parcels spoiled otherwise good buys.
Quality complaints appear less often than service praise but have major consequences for reviewers. Reports include earrings that broke repeatedly, a watch that became faulty after repair, and an expensive watch described as unusable. Positive notes mention a high-quality necklace and attractive, well-packaged earrings.
Communication problems show up repeatedly, especially missing post-order updates, emails or live chat that go unanswered, and delivery notifications that never arrive. Several reviews describe parcels left insecurely or delivery requirements not explained upfront. A smaller set highlights clear delivery updates and secure handling.
Overall feedback splits between standout shop-floor service and frustrating back-end processes. Many customers describe memorable, personal shopping with fast fulfilment. Multiple low-rated reviews trace back to delivery failures and repair or quality disputes, which heavily shape the final impression.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
First class service with a great website and next-day delivery.
“First class service, great website and swift delivery next day - Thanks”
Lack of delivery signing communication caused returns and refund delays.
“I wasn’t told that I needed to sign for the order”
Ordered a Rolex over 14 months ago with no communication since.
“had zero communication from them since”
Maya provided amazing and polite service.
“Maya was amazing and so polite”
Ordering was really easy; they will use again.
“Really easy to order”
Customer service and support were consistently fantastic.
“Fantastic customer service and support.”
Earrings were beautiful with very quick, well-packaged delivery.
“beautiful earrings and super quick delivery.”
Reviewer reports excellent service from the company.
“Excellent service”
Great product but courier left a £400 watch on back doorstep.
“£400 watch was left on back doorstep.”
Product was fine but customer service communication was poor.
“Communication was not good”
Quick, secure purchase with reassuring delivery updates from the company.
“Quick, secure and simple.”
Order was fine except the delivery date issue.
“Ok apart from delivery date.”
Gary provided professional assistance and courier delivery was punctual.
“He gave me all the information I needed in a very Professional manner”
Company failed to reply and package was left insecurely in rain.
“Failed to reply to my question via email and live chat.”
The item was beautifully wrapped on arrival.
“Beautifully wrapped”
The customer service was reported as very good.
“Very good customer service”
Order to delivery completed within 24 hours with updates.
“all done within 24 hours”
Parcel not delivered and customer service did not reply.
“I didn’t receive the parcel.”
Diamond earrings repeatedly broke despite repairs and remain unfit for purpose.
“they have now broken for a third time”
Christa made the process easy and was fantastic.
“Made easy by the fantastic Christa.”
Repair took over eight months but staff chased and reduced the fee.
“She also negotiated a reduction in the repair fee.”
Order delayed without notification and customer service was unresponsive.
“AWFUL CUSTOMER SERVICE.”
Chester store provided excellent, faultless service.
“Excellent Service from the Chester Store Faultless”
Ayah was helpful and made the shopping experience relaxed.
“Ayah made us feel so relaxed”
Staff, especially Jayson Burns, provided courteous, tailored and impressive service.
“Jayson Burns, masterclass in courteous informed and tailored service.”
Consultation was dismissive and left the reviewer very dissatisfied.
“to essentially be told to jog on...”
Staff provided exceptional personalised service and a warm, memorable experience.
“Hands down the best jewellery shopping experience I’ve ever had.”
Very happy with purchase and staff provided a great experience.
“I am very happy with my purchase.”
Staff gave VIP treatment, resulting in a very special shopping experience.
“I felt like a queen for the day”
Bought an expensive watch that became faulty and repairs worsened it.
“now I'm stuck with a £4000 faulty watch.”
Order delayed nearly four weeks with no communication or updates.
“I have absolutely no idea when I will actually receive it !!!”
Store insisted on expensive full refurbishment instead of simple repair.
“They wouldn't do the simple repair without the full refurbishment”
Missed delivery and poor customer service ruined anniversary.
“The anniversary was really tarnished by this crappy company.”
Bonny provided professional, attentive service leading to an excellent experience.
“she was just thoroughly professional and helpful.”
Gary's knowledge and enthusiasm delivered excellent service and recommendation.
“His knowledge and enthusiasm is infectious”
Watches were ultimately repaired but customer service and communication were poor.
“poor customer service”
Two staff were rude and unprofessional but another staff member apologised.
“An absolutely appalling service from Dorota and Rosevelt”
Wendy provided outstanding, knowledgeable and welcoming service.
“she made me feel so welcome”
Staff Karen and Euan went above and beyond to resolve a timing issue promptly.
“Karen went above and beyond”
Staff failed to follow up on bespoke ring enquiry despite interest.
“We never heard back”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Mappin & Webb is a UK jeweller and watch retailer with boutiques and an online shop. It sells fine jewellery, luxury watches, and offers in-person consultations for purchases and bespoke enquiries. Stores also handle watch and jewellery repairs, refurbishment, and aftercare. Customers can order online or in store, choose delivery options, and access post-purchase support.