Addison Ross Reviews

Name: Addison Ross
Address: Berwick Rd Wooler Northumberland UK, ,, Berwick Rd Wooler Northumberland UK, ,, Wooler
Rating: 4.82

4.8 Rating 2,875 Reviews

95 %

of reviewers recommend Addison Ross

About Addison Ross:

Addison Ross Limited is a UK-based, family-owned company specializing in luxury photo frames, clocks, lacquered trays and boxes.

Visit Website

Phone:

(0)1668 281014

Email:

sales@addisonross.com

Location:

Berwick Rd Wooler Northumberland UK, ,,
Berwick Rd Wooler Northumberland UK, ,
Wooler
NE71 6AH

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Addison Ross 1 star review on 12th July 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am still waiting for my delivery I ordered on 22 jan with express delivery and still not here”

Helpful Report

Hi Zoe, please could you email us with your order number and we'll see what has gone wrong as this is highly unusual for us. Yours sincerely Addison Ross

“Placed 1 order, for 1 item, 1 week ago. Ticked relevant boxes to not receive any follow up / marketing spam emails at the time. Have also subsequently “unsubscribed” as I had already received 8 emails in the last week. I’ve now had 9 emails from Addison Ross?!?!? I’m probably now destined to be spammed by them for life. Won’t be using them again.”

Helpful Report

We have checked our records and I can confirm that you are indeed not on our mailing list, I think it appears the emails you are referring to are our order confirmation, and delivery updates. We do apologise if we gave you too much information. Sarah Ross

“Not received due to terrible courier”

Helpful Report

We're very sorry to hear about this, we will be in touch tomorrow to see if we can track down the courier for you, failing that we will resend your order. Kind regards Sarah Ross

“I appreciate that this time of year is busy, however, you would expect that given people are going to be buying gifts, for the team to be increased to help support with issues that come up. My framed photos arrived and were damaged, I am still waiting to hear from someone about this and how I can fix it. With only one week until Christmas, the countdown is on.”

Helpful Report

I'm so sorry you haven't had a reply we have just looked at our records and we don't appear to have anything from you. We'll reach out via the email you provided with your last order to sort this out. We were actually hit by Storm Arwen and had no power for 5 days however we have managed to catch up and are back to speedy deliveries. Yours sincerely Sarah Ross

“I've been waiting 2 days to hear back from Addison Ross. Ordered a frame that came with a picture printed. Has arrived damaged and the picture is missing. Please get in touch asap, this is a Christmas gift and Christmas is approaching soon..”

Helpful Report

Dear Andrew We do apologize, we have been hit by Storm Arwen which resulted in our computers and emails going down for 5 days, we are up now with a new generator and catching up, should be back to normal by this weekend but we are currently quoting 3-5 days delivery rather than next day. Somebody will be in touch with you shortly however. Yours sincerely Sarah Ross

“Seeing as I haven’t received the product I ordered it is hard to leave a review!!!”

Helpful Report

Dear Ali We are very sorry for the delay with your order. We can see it appears to have shipped on the 4th December so we are going to look into this immediately. We have been struck by Storm Arden so we had no power for 5 days last week which resulted in a few shipping delays, we are now back up and running and catching up on queries quickly so please bare with us and we will be in touch shortly. Yours sincerely Sarah Ross

“Issues with DPD delivery, still not received when delivery was supposed to.be Thursday 2ndDecember”

Helpful Report

As we mentioned on your Facebook query we are keen to help and replace your order, if you could phone or send us with your order number. Yours sincerely Addison Ross

“My delivery has still not arrived despite 2 alleged attempts. No card was put through our letterbox as evidence of these attempts - and my husband was Working in the house at the alleged times when delivery was allegedly attempted l am mystified why it was not achieved!”

Helpful Report

I'm so sorry to hear this, if you could possibly email or phone us with your name and order number we will resolve the situation with DPD and of course resend your order. Sarah Ross

“I paid for express delivery and the photo frame arrived 5 days later, too late for a presentation I was going to make. Addison Ross blamed the delivery company and were unwilling to refund the money I had paid for express delivery, I do not recommend this company, customer service sadly lacking.”

Helpful Report

“The quality of this frame was appalling. It is a cheap wood lacquered heavily on the front, painted black on the sides and has felt glued to the back - all to help disguise that the quality is no better than a Poundland frame. Don't waste your money buying this frame. It looks cheap and nasty. The returns policy makes you pay for postage so you lose cash on an unsatisfactory purchase. The customer service is unhelpful to - when I complained about the quality, they were dismissive and offered no support with the draconian returns policy.”

Helpful Report

We are very sorry you were unhappy with your purchase, we have looked into this matter further and noticed we responded to your email on the 23rd April offering to help and requested an image, unfortunately we never received a response back from you otherwise we would of course have refunded or replaced. With regards to your comments about our returns policy, as we receive so few returns we have made every effort to focus our efforts offering free worldwide delivery, free gift boxing and of course our unique free photo printing service, unfortunately this means we unable to offer free returns in addition. Yours sincerely Sarah Ross

“Not impressed. MY delivery did not arrive yesterday as informed by you. Tomorrow, hopefully it will arrive”

Helpful Report

Dear Gillian I'm very sorry about this, we will look into your delivery at our end, we use DPD and DHL as our couriers so I'm afraid once it's in their hands it's out of ours but we will see if we can intervene, they are usually very efficient so it sounds like something has gone wrong on this occasion. Regards Sarah Ross

“Lovely frame - when it eventually arrived, after nearly 2 months. You took my money and it was up to me to keep chasing you for an update.”

Helpful Report

“Good customer services but very bad quality control. I ordered a silver frame for Mother's Day. It arrived promptly but had several marks on the silver surface. After a email to customer services I received a quick response and was told a replacement would be sent out. Unfortunately the replacement has lots of tiny scratches over one side. I can't be bothered to complain about this one as I suspect another replacement will be of poor quality. These frames aren't cheap so I am really disappointed with this. I will just have to give the best of one as a gift and hope she doesn't notice the marks. I will not be ordering from Addison Ross again.”

Helpful Report

“The frames are very nice but one of the rear glass panels was cracked in the corner and a small plastic corner put over it to hold it in place. I only noticed it as I chose to change the picture. I think this is pretty shabby to treat returning customers this way.”

Helpful Report

Dear James We're so sorry to hear about the breakage, we have investigated further and it does appear that this occurred during transit with DPD as the plastic corners are placed on these frames to prevent damage, we would never send out a broken or repaired frame intentionally and as we had framed your photo this had given us a chance to further check the item. We are more than happy to send you out a new one and will be in touch directly to arrange. Please accept our sincere apologies. Kind regards Sarah

Addison Ross is rated 4.8 based on 2,875 reviews