Addison Ross Reviews

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

4.8 Rating 2,941 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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered a 8.5” Chambray Blue round scallop tray. When it arrived, it was not the same blue as the wastepaper basket (bin) I’d bought a year earlier. I emailed immediately and said it was the wrong color and the customer service lady - Lynne Temple - responded with “I am sorry about this but this is how the new stock came into us.” So why wouldn’t this be on the website so prospective buyers know it is a darker blue now? And yes, I can return it for credit, but I have to pay the return postage costs for Addison Ross’ mistake. And then I learn it has to be sent to England, even though the website is in dollars and measurements are in inches, so you wouldn’t guess there was no warehouse in America. I boxed it up exactly as it had been sent and went to the Post Office. The postage cost is $59! This tray was on sale so I payed $99.45, but it would cost me more than half that to return it . I even went to United Parcel Service but they would charge $233.48 to ship it! This is crazy. I realize it's not Addison Ross' fault that shipping is so high, but if there was a warning on their website that the color was now different, I wouldn't have purchased it. However, the company has now responded and solved the issue, so I am grateful for their very good customer service.”

Helpful Report

Dear Deidre, Thank you for your recent review. Our sincerest apologies for this experience. We are a small british brand and don't yet have warehousing in the US. We offer free next day delivery to US, but are still trying to get a robust returns policy in place. Our products are made to the highest quality, and we are constantly trying to evolve our colour range. We will reach out to you directly to resolve this immediately. Please do not worry.

“Great package, arrived promptly. Colour perfect....unfortunately the paint finish around top of mill wasn't perfect, looked like it had run and set when being sprayed.”

Helpful Report

Please email us and we will replace as this shouldn't have happened. sales@addisonross.com Sarah Ross

“Excellent quality lots of different frames to choose from and being able to download a photo was the icing on the cake. Packaged beautifully and even with postal strikes arrived on time. All in all excellent and would thoroughly recommend.”

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“Tray very well packed and good quality but expensive for what it is.”

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“Very pleased with the quality and design of the frame but disappointed to see that the photograph was not adjusted to fit within the inner frame.”

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“Good despatch then DPD got involved. Need I say more !”

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“Lovely product but far too much unnecessary packaging. Really sad to see so much used as really not needed.”

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“The product was very good quality. I ordered a frame as a gift for my son and his fiance, I paid extra for 2 day delivery, unfortunately it didn't arrive until 3 days later. Disappointed”

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“Disappointed...........the image on the website needs to be changed - it misrepresents the product - please see images attached. Sorry - not happy”

Addison Ross 3 star review on 17th February 2022

Helpful Report

Hi David, We are sorry you are dissapointed with your order. To resolve the issue please email sales@addisonross.com

“Nice looking item but wasn’t over impressed with it considering how much it was”

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“Love the clock but can anyone tell me how to screw the stand in so it stays up? The brass stand does not fit the hole in the back.”

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There is a screw hole on the back right hand corner which the leg screws into, please email us directly if you would like any help. Yours sincerely Addison Ross

“The frame was lovely but sadly the photo I uploaded wasn’t included so took the shine of the gift.”

Helpful Report

We’re so sorry you missed your photo, we’ve checked your order and it appears you uploaded it after you’d confirmed the frame to your cart so it didn’t come through. If you would like to email a copy with your order number we’re more than happy to print and send it to uou. Kind regards Sarah Ross

“Sending far too many emails for one small order. I’ve found this irritating enough to write this!”

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“Basically nice but the lead picture surround lengths are not equal top and bottom! Disappointing, as it's noticeable. A good job I didn't pay any more.”

Helpful Report

Dear Colin I'm so sorry to hear you were disappointed, if you wouldn't mind emailing Marie at marie@addisonross.com we'll see if we can solve the issue for you. Yours sincerely Sarah Ross

“I already have ten of the older version of this frame, but you have removed the part that enables me to hang it the wall - bad move. I am left trying to figure out how to hang it as flush to the wall as possible. Otherwise I would give you 5 stars.”

Helpful Report

Dear John, Thank you for your review and I'm so sorry you were unhappy with the lack of wall hanging fixture, we actually do supply these free of charge when requested so we'll send a couple out to you on Monday Yours sincerely Sarah Ross

“The first part of my order came quickly then I waited months for the next part and when it arrived it had the wrong photo in it which was sad I didn’t get the one I uploaded.”

Helpful Report

Dear Melanni Thank you for taking the time to send a review. I'm so sorry about your experience, we will send out the correct image today for you. Unfortunately some of our new products were delayed due to shipping issues but we've increased our stock levels to try to avoid running out of stock in future. Regards Sarah Ross

“Nice frame, fast delivery, however, a very wasteful amount of unnecessary packaging.”

Helpful Report

Thank you very much for taking the time to review, customer care is of the utmost importance to us, we do try to keep our packaging as lean as possible whilst giving our clients the most enjoyable experience, as you can imagine however as we are sending glass through the sometime rough delivery services it is always very difficult to ensure that the frames do not arrive smashed which is why we have had to make safety of delivery our top priority. Yours sincerely Addison Ross

“Nicely made marquetry photo frame but the 8x10 measurement for the photo size is incorrect. An 8x10 picture mount bought specially to fit had to be reduced by an 1/16” on each side and the photo trimmed similarly. So this 8x10 frame fits pictures/mounts measuring 7 7/8” by 9 7/8“”

Helpful Report

Thank you very much for taking the time to review, customer care is of the utmost importance to us, we will be in touch shortly to try to answer your concerns. Yours sincerely Addison Ross

“The overall experience was just okay. The box was delivered with dents and scratches in the cardboard and the frames needed to be cleaned before they could be displayed. The free picture that could be chosen in photo frames would have been a nice touch but the quality is bad and only one could be chosen to be printed in all of the frames.”

Helpful Report

Thank you very much for taking the time to review, customer care is of the utmost importance to us, we will be in touch shortly to try to answer your concerns. Yours sincerely Addison Ross

“Service was great, next day delivery including free photo print. The quality of the frame was not so good. The wooden frame marquetry design was achieved using a film laminate so not wood at all as described on the website. The film laminate at top of frame had stretched and the bent effect of the marquetry looked unconvincing. The frame was a birthday present for my son's wife so I didn't have time to return it for a better quality finished frame.”

Helpful Report

Dear David, I'm so sorry you were not happy with your frame, we are more than happy to refund or replace your frame with a new one of your choosing. I should counter that our frames are indeed made from genuine wood and not a film laminate as you presumed, the veneer itself is a poplar veneer which we have sourced ourselves in person from our supplier of wood in San Gimignano in Italy. I can only imagine you have received a faulty piece for which I am sincerely sorry. Please email us with your preference. Kind regards Sarah Ross

Addison Ross is rated 4.8 based on 2,941 reviews