Mappin & Webb

Reviews

• JA

  Julie Arthurs

  4 days ago
  1.0
  I would give this place zero stars if I could. My friend and I purchased gold, diamond-drop earrings while we were at Gleneagles in February. It was fun and the sales people were fabulous. Since then I decided to buy another pair for my friend of 40 years. However, in the meantime, I noticed one of the earrings I have does not seem to be as secure and it falls out on occasion. As these are £2k earrings, it is no small issue. I visited this location on Regent street. As I walked in the security at the door told me to remove the AirPods from my ears. This was not a kind, polite request, but more of an order. I removed them without issue, but I don’t quite understand why this was necessary. I met with a sales person and I explained to her that the one earring seems to fall out on occasion. She asked me if I wanted a repair and I said, yes please. She was not relaxed or welcoming in her demeanour and I felt as if I were an imposition by being there. I was told to go and sit in the Cartier section next to where we were. It wasn’t an issue, but there was no one at the Cartier section, nor the counter we were standing at, and I wasn’t sure why it was necessary. I felt that perhaps if I were not making a purchase I needed to move. Shortly afterward another woman appeared at the counter I was just sent away from. She wanted to know what the issue was and I said I would like a repair please because one of the earrings was prone to falling out. She disregarded the earring I presented to her and flat out asked if I had an appointment and I said no. She said, well, that I just can’t walk in there and expect to be seen without an appointment. I felt her demeanour was abrupt and rude. I asked how long the wait was. She replied that I could have an appointment in the next week or so. I said actually I have to fly out this week, I don’t really need to see anyone, and could I just leave the earring for repair. In the way a headmistress might address a difficult schoolgirl, I was told again I must make an appointment. I promptly took my earrings and left. From when I entered through that door I was not met by anyone with adequate social graces - nor was I treated at all in any sort of acceptably friendly way. There is no way I will be purchasing another pair of those earrings, having had a taste of the after sales experience. To avoid further unpleasantries I will be paying an independent jeweller to repair the £2k earring I purchased only 6 months ago at M&W. I have been a client of Van Cleef, Bulgari, Rolex, Monica Vivander, Tiffany, Boodles, etc and not one of those establishments would dream of treating any of their clients in such a way.
• AS

  Andy Singh

  Aug 28, 2026
  5.0
  Garin and I Just wanted to thank you and your team for arranging a very special experience with Mark Appleby. What an amazing person and Jeweller. We could have stayed much longer listening to his stories of making jewellery for the Royal family. We are grateful for the opportunity and hope he can make something special for us too. Once again thank you kindly for the opportunity Max from 155 was really helpful and accommodating too. Andy & Garin
• MM

  Mo

  Aug 15, 2026
  5.0
  The best watch experience in the world - Kevin is awesome, goes out of his way to be helpful and always makes you feel very welcome!
• RR

  R. R.

  Aug 8, 2026
  1.0
  Walked in today and asked for help to look at rings. Staff informed me there’s absolutely no availability today and I needed to book an appointment for this. The entire store was empty but for the staff members, without any other clients. If you’re going to lie to customers, at least do it better. You cannot say you’re fully booked without ANY clients present in your store. I will take my money elsewhere.
• CC

  chris

  Aug 3, 2026
  1.0
  Called on the Saturday and explained I would like a jubilee bracelet for my Rolex, gave the model number and was advised to come down to the store as they would be able to part exchange it. Came to the store a few days later and was told it’s not possible and that I was given the wrong information. Complete waste of time.

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