Addison Ross Reviews

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

4.8 Rating 2,870 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

“The lacquered top of the pepper mill that I ordered was bubbly and coming apart upon receipt. Unfortunately, the customer service team will not respond to my emails. I want to like this product (the plaid pepper mill is so cute!), but after losing $80 on it with no response from the team, I unfortunately cannot recommend the company or products.”

Helpful Report

Hello, we are so sorry that there is an issue with your product. I have passed your details onto our warehouse, who will be in touch regarding a replacement mill.

“I ordered this for an event - I haven't recieved it yet - almost a week late, so already invaluable to me. And yet I'm recieving an email from the company to review my order. Almost a €100 frame with the extra I paid for express shipping - to not even have it yet. Scam.”

Helpful Report

Hello, we are so sorry there has been an issue with the delivery of your order. I will have a look into this for you and see if we have a delivery update.

“My order hasn't arrived.”

Helpful Report

“I am so disappointed with my mills. I was given them as a gift in January. Since then, I have had at least two replacements sent to me by Addison Ross and every time there has been something wrong. I’ve had various issues: - the metal middle pole was too short for the ball to fit on top - salt leaked out of the bottom - didn’t grind smoothly at all - the lacquer has chipped off the bottom - the metal bit inside the lid has come out of its holes so I have had to glue them in for the mechanism to work. As I say, the first two were replaced by two new ones. I then had one mill replaced again for one of the above issues. They are both now chipped and have the metal lid part glued in after falling out. The first replacement was quite smooth and I received good customer service. The second replacement was a nightmare, and I had to repeatedly chase and was asked to restate the issue every time. I have now resigned myself to having poor quality, chipped mills as I can’t face going through the process again (to probably receive products with similar issues). So disappointed as they had been a wishlist item for a long time and the price point is so high so would expect excellent quality and a long-lasting product.”

Helpful Report

Hi Amie, I am so sorry that there were issues with your Salt & Pepper Mills and for the inconvenience that this may have caused. I will let our warehouse know that your current mills are faulty, and they will be in touch to discuss the next steps. We sincerely apologise again for any issues caused.

“I have not received my order or any communication about it other than to review”

Helpful Report

Hi, thank you for getting in touch. I will send your order number to our warehouse, who will be in touch about your order.

“The tray arrived but it had scratches on the metal handle.”

Helpful Report

Hello, we are so sorry that there was an issue with your tray. I have passed on your order number and details to our warehouse team, who will get in contact for a replacement.

“It’s been more than three weeks and I didn’t get my order.”

Helpful Report

Hello, thanks so much for getting in touch. We are so sorry to hear that you have not received your order yet. I will pass on your details and your order number to our warehouse, who will look into this and get back to you.

“The grinder broke in less than one month of owning. I emailed customer service and got no response. While pretty, it needs to be functional too.”

Helpful Report

Hi Alex, we are so sorry to hear there has been an issue with your Salt & Pepper Mill. As we offer lifetime guarantee, I will pass on your order number to our warehouse and ask them to get in contact for a replacement. Thank you for getting in touch.

“Picture frame showed size of frame not size of picture which can go into frame”

Helpful Report

Hello, thank you for getting in touch. We are so sorry to hear that there was an issue with the size of your product. I have passed your order number and name onto our warehouse who will be in touch, and we will take a closer look into this. Thanks again.

“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.

Addison Ross is rated 4.8 based on 2,870 reviews