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Addison Ross Reviews

4.8 Rating 2,170 Reviews

96 %

of reviewers recommend Addison Ross

Company Reviews

Product Reviews

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, ,
Wooler
NE71 6AH

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Addison Ross 1 star review on 12th July 2023

Madeleine Brindle

Addison Ross 5 star review on 28th January 2023

Addison Ross 5 star review on 7th December 2022

Addison Ross 5 star review on 7th December 2022

Addison Ross 5 star review on 26th November 2022

Lesley Hutcheson

Addison Ross 5 star review on 13th November 2022

Addison Ross 5 star review on 27th October 2022

58

Anonymous

Anonymous // 01/01/2019

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

“Very disappointed in your customer service. I emailed 3 days ago making a complaint that the frame I purchased for my elderly grandmother hadn’t been delivered to her address, but “left with a neighbour.” She’s 84 years old and not in a position to knock on every door in her village. Still awaiting a response and explanation !”

“My experience with Addison Ross has been one of very poor customer service. Photo frame arrived damaged in three places so emailed and sent photos as advised on the website. Heard nothing so emailed again. Heard nothing so bought an alternative photo frame as it was a Christmas present. Tried telephoning several times and no answer, no facility to leave a message. Used WhatsApp messaging facility and got obviously automated return messages saying a replacement frame would be sent out. A week later and nothing. Appalling communication snd would steer clear of using them”

Hi Michelle, Thank you so much for contacting us. Our deepest apologies for the slow communication on our end, we were very much understaffed for the level of business we experienced this Christmas period. We will issue a refund right away.

“Terrible customer service. As a UK based interior design firm we wanted to support this UK-based company but the whole ordering process in November was horrific. Requiring hours of admin to correct the errors made by the sales team. The salt and pepper mills were unsatisfactory to our clients in comparison to other similarly priced salt and pepper mills on the market (we hight recommend the mechanism in the Le Creuset mills). They requested to return this part of the order. Addison Ross refused. Will not be supporting or recommending this company to our clients going forward.”

We are sorry you were unhappy with your experience. Unfortunately, we do not offer sale or return (SOR) to Interior Designers or additional 3rd party resellers unless goods purchased are damaged or faulty, this is stated in our terms and conditions. Addison Ross will always offer replacements or refunds in such circumstances, and actually offer a lifetime guarantee on all of our products! For retail customers we offer a 90 day no quibble returns policy no questions asked. We believe in small businesses supporting one another and love working with our interior design partners all over the world. We wish the team at Designed by Woulfe all the best.

“Used and damaged item sent. Waiting to hear from sales since December 18th. Had no Chritmas present to gift to a family member as I wasn’t going to gift something scratched, damaged and bad executed. First and last time dealing with Addison Ross”

Hi Joana, Thank you for reaching out to us. Unfortunately, there is no correspondence on our systems, there must be an error at our end, and can only apologise profusely! We would be more than happy to assist you with your order. We will reach out to you to fix this directly immediately.

“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”

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.”

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

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.”

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”

“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

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.”

“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.”

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

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?”

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”

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.......”

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.”

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.”

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.”

“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.”

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.

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Addison Ross is rated 4.8 based on 2,170 reviews