Mappin & Webb

IF I COULD GIVE A ZERO STAR RATING THEN I CERTAINLY WOULD. WE WENT INTO THE REGENT STREET STORE AND WE PURCHASED A NUMBER OF ITEMS, AROUND 25K WORTH OF GOODS SO A LOT OF MONEY. WE ORDERED SOME LALIQE ITEMS WHICH TURNRD OUT M&W COULD NOT SUPPLY, NO PROBLEM JUST REFUND ME THE MONEY AND THAT WILL BE THAT 18 MONTHS LATER AND SEVERAL E MAILS, PHONE CALLS AND EVEN A STORE VISIT NO REFUND HAS BEEN GIVEN. THIS COMPANY WERE FANTASTIC AT TAKING THE MONEY OFF US AND GIVING US CHAMPAGNE, BUT CUSTOMER SERVICE THIS IS PROBABLY THE WORST COMPANY THAT I HAVE EVER DEALT WITH. ABSOLUTELY DISGUSTING AND BARNEY IN THE REGENT STREET STORE QUITE SIMPLY IS A LIAR. AVOID AT ALL COSTS AND GO SOMEWHERE THAT WILL BE HONEST AND GIVE GOOD CUSTOMER SERVICE. IN MY OPINION M&W ARE SIMPLY TRYING TO BE SOMETHING THAT THEY CAN NOT LIVE UP TO AND THAT IS A GOOD OLD FASHIONED TOP QUALITY OF SERVICE SUPPLIER. TERRIBLE !!!!!

Just under 4 years ago my wife and I purchased a platinum and a platinum encrusted with 5 diamonds, rings from Mappin & Webb and enjoyed great sales service at Heathrow T5

My wife also wears a 1 carat solitaire engagement ring, this Mappin &Webb her most recent ring in the middle and then her also diamond encrusted wedding ring. The other two are 14 and 15 years old and have never had any issue.

The Mappin & Webb ring is not even 4 years old yet and yesterday a diamond fell out. She took it to the Old Bond St store today and was served by a patronising little man who got his eye glass out and said she’d knocked it hence it fell out and not only that one of the other diamonds was cracked. She assured him she had not knocked it and she simply noticed after her journey to work it was missing. The ring is always worn in the middle of the other two rings so is protected, especially by the much larger solitaire ring. It is impossible to knock it as she pointed out and if she had knocked something that hard her hand would have felt it and the Solitaire would have been damaged first. Neither of those things happened. He was not prepared to firstly listen and accept the logic and secondly must assume my wife is a liar.

My wife was fuming and understandably and visibly upset.

He said he would get an estimate to fix it if she wanted.

Why has a ring less than 1/3 of the age of the other two she wears suffered this damage whilst the other two are in perfect condition?

Had they taken liability and treated us as well as the customers who had spent a few thousand pounds in the original sale we would be happy to return again.

Based on this experience I feel duty bound to warn everyone of this terrible aftersales service and what can only be described as substandard workmanship.

She also has two diamond encrusted watches and you know what? - no diamonds have ever fallen off those either!!

VERY DISAPPOINTING

I spent c£6000 on an Omega watch at T5 in Feb 2016. The watch began to lose time around 6 months after I bought it but I couldn't find the receipt. On purchase, I had been asked for every personal detail - name, address, phone, e mail all of which was duly stored on their IT system - no doubt so I could be inundated with marketing. However, when I called the store 12 months later they didn't have enough detail to be able to send me confirmation of purchase so I could get the watch serviced ( without it, Omega would charge £300+ to assess and repair the watch)

The manager ( very reluctant to give her name) asked for my date of travel, airline and flight number which I gave her. Unfortunately the credit card I had purchased the watch with had been used fraudulently later that year and replaced and I was unable to provide the number. Even though I had provided every other detail (only just falling short of my inside leg measurement) suddenly confirming my purchase was going to be 'very difficult' and could I call back tomorrow. The enthusiasm for helping was significantly less than that I had experienced when was spending my hard earned cash and I certainly had no confidence anything would be done. Fortunately I managed to locate the guarantee with out their help.

Poor show Mappin and Webb! Your managers clearly have a significant training need. I spend a lot on jewellery and both my husband and I collect high end watches but I'll never shop with you again.

I received excellent service when needing a replacement watch strap at the Cambridge branch, including the identification of an issue I was previously aware of but did not know what the cause was. Service was also very friendly, fast and efficient.

I left a gold chain at the Fenchuch Street branch to have a new clasp fitted. More than two weeks later I was still waiting for the estimate for this simple job. I call and am told they will chase it up. I receive no response so the following day call in to be told that they couldn't get through to their repair department in Hatton Garden. No attempt was made to contact me to let me know what was happening. M&W have no interest in their customers or any idea of customer service.

I will never use them again and advise others not do so either.

I am absolutely disgusted in the service I have just received in your Glasgow branch. I have always believed this to be a well respected and professional establishment however todays events have completely changed my opinion.

I had discovered a fault in my watch and had taken it in to the store for an evaluation and repair. I was advised that the item would have to be sent off for repair and that an administration fee would be charged in order to do this? My watch is still well within the warranty therefore I had asked if the fee could possibly be wavered in this instance. If this would not be an option then fair play however I was left both astounded an embarrassed with the reply that I received.

Another assistant seemed to take immediate offence and abruptly stated "we are not a post office!" seeing fit to interrupt his own customer to reply to the question I had asked my server. This is a fact I am well aware of seen as I had entered the premises with the intent to have a watch that was under warranty repaired. I was so disgusted in the way I had been treated I had asked to speak with a manager as I am sure this is not how you would expect your customers to be treated. I waited some time for the manager to appear, after some time of waiting I went to the other side of the store to enquire how long the manager would be, the sales assistant that had caused the complaint was too busy telling the other assistant of what happened whilst giggling and laughing about it did not see me standing there.

I then spoke with the manager regarding the incident, I naively expected an apology, however, the manager took the side of the assistant and stated "I'm sure they didn't say post office." Well I can assure you they did or I would not waste my time and my lunch hour waiting to make a complaint! I would never expect this sort of treatment anywhere never mind in what is supposed to be a reputable establishment. I will certainly think twice before ever returning to this store for purchases or repairs.

I am bitterly disappointed with two products I c six years ago - the total value of goods in excess of £7k.

Both rings have issues with the Diamonds.

The staff at the Manchester store have suggested that I have inflicted damage to the rings - how I have no idea!

I have also made a complaint centrally and have yet to receive a response.

Over the years I have made several purchases from this Store including my Husbands two watches and wedding ring and a Ruby and Diamond ring for myself. I therefore class myself as a repeat Customer and would like to be treated as such

visited the shop at Saturday 12 June 2010.

Very very poor service - staff were absolutely rude, unfriendly and unhelpful.

Getting a wedding ring supposes to be one of the most beautiful moments in life - the service that you had counts.

I was greeted at Mappin & Webb in Regents Street by a lovely young man who opened the door for me and my boyfriend. We immediately went to the diamond ring counter and was again greeted by a lovely lady who was very helpful and really nice. I know that these people are there to sell but I genuinely think this lady was very helpful because she 'wanted to be' not because we were looking at expensive rings. I could try on any of the rings I requested and was treated with the upmost courtesy and respect. I will definately be shopping here in the near future and thoroughly recommend the store for serious buyers of seriously lovely jewellery.

Hey if you want to be pampered then I suggest you go to this store as the staff are really down to earth and are REAL people. Well done mappin and webb Regents Street.