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
I purchased a sonnet silver 4.10mm Bead pendant necklace as a gift for a buddy who enjoys writing poetry as well.
The necklace is of the highest quality.
It is exquisitely crafted, with intricacy on each of the small bead necklaces lending it an attractive appeal.
Despite the fact that I had selected standard delivery, it was ordered about 4 p.m. one day and delivered before 12 p.m. the next day.
I am completely delighted with this necklace and would strongly recommend not just it but also the company's service.
It was my first order from them, but it will most surely not be my last.
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.