Addison Ross Reviews

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

4.8 Rating 2,540 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

Write Your review

Tell us how Addison Ross made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Electronic candlesticks purchased for Christmas Day were non-operational upon opening. Couldn't use them on my dining table on the day, as planned. Called the company once they were reopened after the holidays, no answer, left a message. Emailed. Was eventually told to return the item at my own personal expense for a refund. Duly repacked, stood in a post-holiday Post Office queue and paid myself for the return. Was refunded but not the postage. I am not accustomed to paying to both receive and return defective merchandise and wrote the company to say so. Nothing. No reply. In mid-January they emailed to say they were sending me the item free to offset the inconvenience. Nice thought but they sent an item I had not purchased and will not use. Will never purchase from AR again.”

Helpful Report

Hello, We are so sorry for the inconvenience this has caused, and for the frustrating experience with the return process. We will pass your name and order number along to our warehouse team, and they will be reaching out to you directly to assist further. We would like to apologise again.

“Large grey chiffon tray bought as a Christmas present for my wife when unwrapped was found to have a nasty brown mark under the lacquer. I am now having to take it to the Post Office and (according to their website) pay myself to return defective goods. This returns policy adds insult to injury and it is hard to see how it accords with the Consumer Rights Act 2015 !”

Helpful Report

Dear Jon, we would firstly like to apolgoise that your Chiffon Tray was marked. If possible, please could you send a photo of the damaged item to sales@addisonross.com, and they will be in contact regarding the replacement. We have also sent our warehouse your order number and name for them to get in contact. We would like to apolgise again for the inconvenience.

“I am not sure where package is, reached out but have not yet heard back”

Helpful Report

Hi there. We are so sorry this has happened. I will pass on your order number to our warehouse, who will be able to find our where your parcel has been delivered to, and should be in contact shortly.

“I'm frankly shocked by how poor quality these products are. I have a much larger mill that has a metal collar for the grinder. I also have a slightly larger wooden mill that has an integrated wooden collar. However, the Addison Ross mill ––despite being the most expensive by a country mile–– has a cheap plastic collar that frayed in the first 48 hours leading to the mill no longer working properly.”

Helpful Report

Dear Projjol, Thank you for your recent review. We take product feedback extremely seriously and will be investigating this issue. We are deeply sorry for the inconvenience that this faulty product has caused you, and will reach out directly to rectify this. We have a lifetime guarantee on all of our products, so we will arrange to get this either repaired or replaced immediately!

“I did not place an order with Addison Ross and did not receive a delivery. I am in the U.S.A and think that you have an incorrect E-mail address.”

Helpful Report

We are so sorry this has happened. We ask our customers to insert their email addresses during checkout, therefore unfortunately this must have been a typing mistake. We are so sorry for any inconvenience this may have caused.

“I ordered 2 picture frames with 5-7 business day delivery. They were supposed to be here by now and they are gifts for birthdays tomorrow. I keep asking and all I’m told is they will put in a request to the warehouse. Terrible customer service and I am not even sure I’ll ever get my order. A lot of money and nothing to show for it. Very unsatisfactory!!”

Helpful Report

“VERY poor service over the telephone. The person put the telephone down on me. Had no idea how to complete an order.”

Helpful Report

Dear Michael, Thank you for your review, and we are so sorry about this experience. I have escalated this to management in our team and are conducting an internal review. You will be contacted by our senior sales representative later today, to see how we can resolve this for you.

“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 !”

Helpful Report

“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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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”

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

Addison Ross is rated 4.8 based on 2,540 reviews