Mappin & Webb

Fantastic service from Kristaps the assistant manager. Was very personable and helpful. He dealt with my watch resizing quickly and efficiently, would definitely recommend.

Purchased my beautiful wedding band through Kris a couple of weeks ago, and although there was a slight hiccup with shipping my size to me, he handled everything beautifully and kept me in the loop regarding the process as well. I would also like to thank Georgie who stepped in on Kris’ day off, and provided me with excellent service as well! Great team and will certainly be back soon...

Mappin & Webb Guildford branch took my much loved Ebel 1911 Gold watch for a routine service back in February 2020. Post initial inspection they wanted to send away for a full service together with replacing some of the internal parts. After agreeing quotation they advised completion circa April 2020. Appreciate that we entered a not normal world with the arrival of Covid19 however subsequent communication has been torrid. Numerous emails driven by me led to advice being given that delays were inevitable. Not withstanding this I requested regular communication. Yet again nothing so I visited the shop and after they made internal checks they advised me that the likely completion date would be February 2021! After leaving the shop in full disgust considering my options I left it in the hand of Mappin & Webb. Yet again no communication at all about my pride and joy being expedited. At the end of November out of the blue I received a telephone call to say that my watch was ready. How was this possible with no customer communication? Anyway I decided to go and collect today Sunday 6th December and promptly arrived at 11am as the shop opened. Two members of staff were working that I could see and another customer went in before me. I politely requested that I had come to collect my watch to which I was abruptly advised that had I made an appointment? This was a simple no as in line with Government regulations shops are legally allowed to operate whilst maintaining safety for its staff and customers. I waited to see what could be done and I was refused the opportunity to collect my watch at all today. By the time the 'clip board' was checked and I was refused surely my watch could have been given to me. Again, I left disgusted with no post options. This is a shop that historically has had my money for wedding rings, watches and subsequent repairs and guess what, they will not be seeing any more of my money as their customer service both in the shop and via email is frankly unacceptable in today's market place. I am not expecting customer service reply as have had zero so far so I will no doubt have to contact the branch again as ascertain when it is mutually convenient to book and appointment. Anyone any suggestions for local jewellers and watch sellers who want customers?

Great customer service from start to finish with Kristaps at the Guildford store. He was very knowledgeable and went out of his way to make sure our needs were taken care of. Will definitely be returning in the future.

Fantastic experience provided by Kris and the rest of the team. Highly recommend Kris for providing such detail and excellent customer service. Highly recommended.