I visited Mappin & Webb in Tunbridge Wells High St on Saturday 19th November 2022 to try on a Rolex Datejust that I had been put on a waiting list for. I had only seen this watch from the in store Rolex brochure and obviously wanted to try it on to see if it was for me before I decided on purchasing or not. The shop was quite busy so we had to stand and wait a while which was fine as there was a very friendly male member of staff that was offering everyone a glass of champagne which was a nice touch. This cheery member of staff said that the Rolex table would be ready soon to look at the watch and get the appropriate Rolex experience. However, when the table became free another customer sat there to view his new omega watch. We were eventually sat down by Paul an older member of staff on the opposite table, which for this possible Rolex purchase was very underwhelming and to make the whole experience worse Paul was the most unwelcoming salesman that I have ever come into contact with. From start to finish whilst trying on the watch he made me feel uncomfortable to the point that I felt hurried and not worth his time. I chose not to purchase this watch as it just didn’t feel right for me and that I really needed to be sure if I was to spend £8000 + of my hard earned money. This whole experience troubled me for a few hours after as I have purchased a Rolex GMT Master 2 from this same store back in 2007 which was a whole different experience with nice memories of purchasing my first ever Rolex watch. At present I am on your waiting list for a Rolex Submariner no date, but feel from Paul’s attitude towards me that he wouldn’t have me on that list anymore. If there had of been a display Datejust that I could have tried on before then I wouldn’t have shown an interest in that watch and subsequently not have wasted Paul’s time! In contrast I visited Colin’s & Sons jewellers to look at a Cartier Santos the weekend before and received the expected experience from a luxury watch brand authorised dealer.

Poor experience with one of the sales reps (older gentleman) whilst trying on a Datejust. Asked if there were any particular models he was interested, in which he responded with a blunt and resolute 'No'. Unfriendly and not conversational at all. I even noticed that he was wearing a TagHeuer Monaco, which he then deciced to cover with his sleeve.

Popped in the store today to look at a Rolex date just in white I saw in the window, The very unhappy unfriendly short lady member of staff, seemed very putout that I wanted to look at a Rolex, and even more unhappy I asked if she had anything in stock! Not what I expected from a Rolex dealer, Anyway, keep up the good work girls, 😉

We wanted to make a special occasion for our sons 18th birthday so we visited Mappin and Webb Tunbridge Wells on Bank Holiday Monday to try a Longines and Omega watch they had on their website. When we arrived there were hardly any watches in the shop. Steve was very helpful on the day and suggested trying another shop in Tunbrudge Wells to try one on for size, unfortunately they didn't have the one we wanted either. I rang Mappin and Webb a few days later to speak to Steve, it was his day off, the lady asked for my details and said he would phone back. I didn't hear anything from him for two days so I phoned again to be told he was in a meeting, the lady told me he would ring when the meeting was over. Yet again no phone call! I rang again the next day to be told he was with a customer and he would ring back. It has now been 3 weeks and still no phone call! We have taken our business elsewhere so they have lost out on the sale of two Omega watches one for my son and one for my husband! Be nice to know why Steve hasn't phoned back?!

Bad experience. Travelled to an appointment at this store to find zero stock of either of the two watch brands I was interested in. The salesperson told me there was no means to get them in to view and I would need to purchase one before being able to view it. A complete waste of time and horrendous customer service. Needless to say will take my business elsewhere.

Me and my son visited Mappin and webb to buy a watch. The service was exceptional, the staff made us feel very welcome and feel important. If I'm thinking of purchasing another watch or any jewellery in the future I will definitely be going back. It's nice to know that there are still companies out there with great customer care, and have got time to help you with making the right decision on what you buy. Many thanks Henry

My step-father and I went into Mappin & Webb Tunbridge Wells this weekend and it was brilliant. From entry to exit, all the staff were wonderfully friendly, there was a great selection of items and the 1 on 1 service was exceptional. Stephen, the Manager, has a fantastic personality and makes the experience special, showing fantastic knowledge of the items and the industry - as well as being friendly and enthusiastic he came up with some great ideas and solutions. All in all, a very positive experience and we look forward to returning again soon.

I was hugely impressed by the service I received from Sophie and Steve; they went out of their way to make the whole experience a really positive and enjoyable one. I was kept regularly informed of developments with my order, and Sophie was always prompt and helpful in replying to my messages. They managed to source the watch that I was looking for very quickly. Steve did a superb job in guiding me through the various elements of the watch, and I am absolutely delighted with it. His attention to detail and the care he took in every aspect of the transaction was superb, and I greatly appreciated it. Many thanks to them both.

Picked up my new watch from Steve in Tunbridge wells store and could not be happier. The service was faultless and it was made to be a very special occasion. Would recommend Steve and the store to anyone. Will definitely be taking my future business to Mappin & Webb!

Met with Bibi and she is an absolute star, she looked after my wife and I and we both walked away extremely happy. Would highly recommend.

I have known Steve for a few years now, and once again impeccable service from him and the team whilst I was purchasing my latest watch. I have used them to buy a number of different brands, not just Rolex as I want to use people that are local, offer a great experience and are folks that you want to chat with and trust. Once again I learnt some extra history around the timepiece I purchased (from Steve) which just makes it that little bit more special every time you look at it and remember the extra details. Thanks again, I will continue to use them for watches, servicing and next time we need some jewellery.

Beautiful store with very professional staff. Thoroughly recommend the Tunbridge Wells Mappin and Webb branch.

This branch is fantastic. I’m always made welcome and greeted by name a subtle but fantastic touch. These guys treat me like a royalty regardless of the item purchased. I’ve bought a dog collar charm, right up to A Rolex and the experience is identical. Offered a chair. Asked how I am, and all the treatment I might expect at reception a 5* event or first class lounge. It’s a brilliant relaxed shopping experience. Fantastic gems to set in earring and rings. Just love this little boutique

Had an all round excellent experience in the Tunbridge Wells store. Shane Morrow is a thorough professional and genuine watch lover. As someone who loves all thing watches it is very easy to connect with him as a returning customer. Fantastic level of service and all round excellent experience.

I have been a customer for years and always have a great experience shopping in Mappin & Webb of Tunbridge Wells. All the staff make you feel welcome and are a pleasure to deal with. Look forward to my next purchase .

Mappin and Webb Tunbridge Wells made me a beautiful eternity ring. Something to treasure for generations.The workmanship is exquisite and the sales team could not have be bettered.

Thank you to the staff Bibi, Steve and Shane who are extremely helpful and knowledgeable. Always a friendly and relaxed atmosphere whenever we go in there. Made to feel so welcome with no pressure selling