Addison Ross Reviews

Name: Addison Ross
Address: Berwick Rd Wooler Northumberland UK, ,, Berwick Rd Wooler Northumberland UK, ,, Wooler
Rating: 4.83

4.8 Rating 2,605 Reviews

96 %

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

“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

“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

Addison Ross is rated 4.8 based on 2,605 reviews