Addison Ross Reviews

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

4.8 Rating 2,871 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

“Made a purchase for xmas, then heard nothing whilst expecting a dispatch. I rang up a week later, when it should have arrived by, and the customer services rep was puzzled as to why it hadn't been sent. Item arrived late but was correct, but no idea how this slipped through - certainly shouldn't be on the customer to chase up something as fundamental as delivering the product that's been paid for”

Helpful Report

Hi Charles, We're sorry for the delay in getting your order to you, but delighted it was received in time for Christmas! If you have any concerns please do not hesitate to reach out to us in the future.

“Very disappointed in service. Ordered product, sent out via DHL, not delivered to correct address which I immediately reported to DHL and then sent an email to Addison Ross sales. 1.5 weeks still no reply to my email & request for refund or sending out the item again. But in the meantime get multiple emails asking for a review and that they take their customer servicing seriously ! Also got an email asking me if I was enjoying my product!! Will avoid at all costs in the future.”

Helpful Report

“Second hand is so loud to the point it keeps my wife and I awake. Nice clock BUT NOT SILENT”

Helpful Report

Hi Craig, So sorry to hear you were not happy with your order. Our team will be in touch with you over email to sort this out. Kind regards, Addison Ross

“Very poor customer service. Impossible to contact them, they don’t answer their phone. Very reluctant to buy on line from them again.”

Helpful Report

Hi Carol, We are very sorry to hear that you had a bad experience with our customer service team. Unfortunately, the team has been snowed under with Black Friday orders so it has taken slightly longer to get back to enquiries, but we would love to rectify this situation for you. We will contact you directly now. Kind regards, Addison Ross Team

“Really poor quality frames The marquetry frame corners do not align Really cheap quality Not made of wood are made of plastic”

Helpful Report

“I have purchased a few frames in the past and have been very satisfied with the product and the service. But now I am interested in purchasing a tray and have a couple of questions. I have just had the world’s most frustrating experience going in circles with your idiotic chat bot; and apparently your customer service includes no humans. I must move on to a more customer friendly vendor.”

Addison Ross 1 star review on 11th July 2023

Helpful Report

Hi Madeleine, We are so sorry you have this experience and have struggles to contact us. Although we use a chat bot to help with some basic queries, we understand that everyone always wants to talk to a person at the end of the day. That is why we have two options to directly contact us with "Call Us" at +44 1668 281 014 or "Connect me Straight to the team" where any message will be emailed to us at sales@addison-ross.com. We are constantly improving the bot to help eliminate any such frustrations, and so we are thanful for your feedback. We of course would be delighted to help with any questions you may have about our fantastic trays!

“I normally have a great experience with Addison Ross; however, this time was a bummer. I ordered the CLASSIC SILVER PLATED DOUBLE PHOTO FRAME which says it holds 4x6 photo. I uploaded the photos and the dotted line showed that both photos were correct size, but when I received the framed photos, the actual size of the shown picture was 3.5 x 5.5 and our heads were cut off by the frame in both photos. I didn't see anywhere on the website under this item where it says the exposed sized (also the photo upload looked perfect/not cropped) - actual frame size is 4.5 x 6.5. Had to reprint the photos at the store as it is more expense to return from the U.S. and this was needed as a Father's Day gift.”

Helpful Report

“Frame was poor quality, metal was badly pitted and scratched, unable to give as Christmas present...so last minute running around. Customer service however was excellent and refunded.”

Helpful Report

“Dismal service. Plenty of apologetic emails,no delivery,although promised before 25th.”

Helpful Report

Dear Marsden, Thank you for your review, once again our sincerest apologies for the delay in receiving your order. Over Christmas we were significantly impacted by courier strikes and reduced services, factors beyond our control. In usual years we try to offer fulfillment up until the day before Christmas Eve - this year this was not possible and even though we brought our final order date to the 19th, our couriers still let us down. We will of course issue a full refund right away. Kind Regards, Harry

“Have not received the item. DPD have not delivered it. They have messaged 5 days running saying it has been delayed. For how much longer?”

Helpful Report

Dear James, We sincerely apologise for the delay in your order. Your shipping time has fallen outside of your delivery time window of 2-5 business days by an estimated 1 day. Your tracking number indicates that your order should be delivered tomorrow (8/12/22). Unfortunately, we received notification from our domestic courier (DPD), that they had received an uplift in volume that was compounded by the Royal Mail strikes, which resulted in e-commerce platforms switching to them at an unprecedented rate. This has caused unexpected delays in certain regions. We are working closely with our couriers to make sure all of our customers receive their orders, and we apologies that the shipping time on your order does not reflect this. Should you have any other concerns please reach out to us at sales@addison-ross.com. Kind Regards, Harry

“I am still waiting delivery of my order”

Helpful Report

Dear Janet, we are so sorry that you have experienced a delay in receiving your order. I can see that delivery was attempted on the 01/12/22, but nobody received it. Please note, Your Addison Ross order will be delivered today by Westley, your DPD driver, between 17:21 and 18:21. Your one hour timeslot can't be changed

“parcel not received yet....... delayed 3 times.......”

Helpful Report

Dear Sarah, Thank you for your review and our deepest apologies for the delay. We received notification from our domestic courier (DPD), that they had received an uplift in volume that was compounded by the Royal Mail strikes, which resulted in e-commerce platforms switching to them at an unprecedented rate. We are working closely with our couriers to make sure all of our customers receive their orders, and we apologies that the shipping time on your order does not reflect this. Should you have any other concerns please reach out to us at sales@addison-ross.com. Kind Regards, Harry

“This clock is advertised as "glow in the dark" and it certainly does not! The hour and minutes hands can barely been seen with the numbers not glowing AT ALL and are barely seen in the daylight. I'm very disappointed for sure.”

Helpful Report

Dear Janis, Thank you for your review. We are so sorry to hear you are dissapointed with your glow in the dark clock, we will email you directly to rectify this understandably unnaceptable experience. Kind Regards, The Addison Ross Team

“Product arrived damaged. No response to my emails regarding a replacement. Very disappointing.”

Helpful Report

Hi Thomas, thank you so much for your review and our sincerest apologies with this experience. Our customer service system has been going through technical difficulties, and rest assure we will email you directly to resolve this issue as quickly as possible. Kind Regards, The Addison Ross Team

“Good quality product and very prompt delivery however the whole experience was blighted by the relentless flood of unsolicited "marketing" emails that contact with this company prompted and that continued even after unsubscribing.. Sorry - I can't recommend you nor will I be buying your products again.”

Helpful Report

“Very unimpressed with the quality. The frame was advertised as having a chain like detail, but in reality it’s just printed chain and very poorly printed with lots of imperfections. Definitely not the quality I was expecting from this brand.”

Helpful Report

Hi Michelle, Sorry to hear you are not satisfied with your product. However, we are not sure which product you are referring to as we don't have a chain design in our range. Could you kindly email us at sales@addison-ross.com with an image and we'll try out best to help sort this.

“I am sorry to say that after the first day the alarm on/off button broke and now the clock has stopped. Could you send a replacement please?”

Helpful Report

Hi Katie, So sorry to hear that! Sure, we can get that sorted out for you. We will be in touch.

“Not what I expected!.....The picture on-line depicts a frame with 1 inch to 1 1/4 inch wide frame. The one I got was only 1/2 inch wide and looked like any other frame that I could have gotten at any store for about $5 to $10. I kept it, because the return postage which I was told that I would have to pay was not worth it! Bought another frame at a local store.......Very disappointed!!”

Helpful Report

“I wrote in asking a question but never got a reply back. I'm a repeat customer. Don't know why you have an inquiry box if you don't answer questions.”

Helpful Report

Dear Leon I'm very sorry you didn't get a reply, this is most unusual for us. I'm not sure when you sent the query but our office ours are 8am - 4pm Monday to Friday UK time. Please email your query to harry@addison-ross.com and in the mean time we will see where your query has gone. Regards Sarah Ross

“Poor customer service, none in fact! Have sent 2 emails regarding my order - no reply whatsoever. Mind you I spent over £100 on this order... Terrible, won't order again.”

Helpful Report

Dear Sir I'm so sorry you haven't had a reply from us, we've checked your order and we've looked at our records however I'm afraid we can see no correspondence from you regarding your order. Please do feel free to give us a call tomorrow on 01668 281212 and we will do our best to resolve your query. Yours sincerely Sarah Ross

Addison Ross is rated 4.8 based on 2,871 reviews