I had a broken 3month old 8 lt slow cooker bowl and I had been looking around to get a replacement without any luck. I contacted Andrew James by email and informed them of the situation. Very quickly... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The blade on my trusty Andrew James slicer was losing its edge after years of service so I wrote to the company to enquire if I could purchase a new blade. To my delight Tracy, Customer Service Execut... See more
Company replied
A halogen oven was recommended to me several years ago and I was very pleased with the one I bought. After considerable use the underside of the lid became encrusted and rusty. I failed to replace the... See more
Company replied
Bought halogen oven and induction hob previously and are still going strong. Great for my small kitchen and cooking turns out faultless. Induction hob particularly in constant use. After sales pr... See more
Company details
Information provided by various external sources
Our food mixers have been voted amongst the Top Ten in the UK by the Independent and our products have appeared on several TV programmes including Masterchef, Come Dine With Me and The Gadget Show. We have teams dedicated to unearthing and developing high quality inventive products, all of which are inspected and tested to the highest standards and specifications.
Contact info
Floor 3, 2 Lighthouse View, Spectrum Business Park, Seaham, SR7 7PR, Durham, United Kingdom
- 01913778358
- customerservices@andrewjamesworldwide.com
- andrewjamesworldwide.com
4.3
Excellent
12K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 90% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Andrew James Customer Service Spare Parts
I recently purchased a second hand Andrew James meat grinder for dog food preparation and found it to be missing a vital part. I contacted Andrew James Customer Service and Nicole couldn't have been more helpful and efficient in sourcing a spare and arranging delivery.All in all great service from Nicole, especially considering I was a second hand buyer. Thank you Nicole and Andrew James!
31 October 2025
Unprompted review
Reply from Andrew James
Hello Toby
Thanks for taking the time to leave your 5 star comments.
Here at Andrew James we always place our customers at the heart of everything we do and I was delighted to read Nicole achieved this will your recent enquiry.
Best wishes
Keith - Group Customer Services Manager
2 halogen ovens got misplaced by the…
2 halogen ovens got misplaced by the delivery company Evri, if it was not for Nicole who arranged for a different company, I would still be waiting, many thanks to Nicole excellent support and service
31 October 2025
Unprompted review
Reply from Andrew James
Hello Richard
Many thanks for taking the time to leave your valuable feedback.
Here at Andrew James we understand on rare occasions things may not go to plan and when this happens we always act quickly to help our customers.
I was delighted to read Nicole achieved this with your recent enquiry.
Keith - Group Customer Services Manager
Excellent customer service
We have a bread machine from Andrew James. It is about 5 years old and well used so the paddle stopped working properly. Tried to find a replacement tin on the web to no avail so emailed Andrew James customer service to see if I could buy one direct from them. Kat from Andrew James contacted me next morning for some more details. She was amazing and kept me informed at all times. She managed to not only source a replacement tin from their service department but sent it out free of charge. This level of excellent customer service is so rare these days.
10 October 2025
Unprompted review
Reply from Andrew James
Hello Richard
Many thanks for your wonderful comments about your recent experience with Andrew James.
At Andrew James we believe the service we deliver to our customers is different to that of other organisations and I was delighted to read this was the case with your enquiry handled by Kat.
Best wishes
Keith - Group Customer Services Manager
customer service
I have to say I received the best customer service from Katrina, thank you so very much .
15 October 2025
Unprompted review
Reply from Andrew James
Hello Kath
It was wonderful to read your 5 star Trustpilot review about the recent service you received from Kat within our Customer Services Team.
Kat is a real star when it comes to looking after our customers and their enquiries.
Best wishes
Keith - Group Customer Services Manager.
Our Andrew James ice maker
Our Andrew James ice maker, sourced via Amazon, lasted a few months before making a terrible grinding noise, plus malfunctioning scoop, getting ice cubes stuck. Complained to Amazon who said as fulfillment was by Andrew James, they and I could message them, but they themselves could not refund or replace. I messaged AJ twice, HAVE BEEN totally ignored, no response whatsoever. Bad product, worse service.
UPDATE 20/10 I believe you were contacted twice via the ‘message seller’ function on Amazon by myself, and by their CS also.
Out of desperation, we contacted Amazon again a few days ago, and whilst the first time I reported the fault, they said they were UNABLE to refund or replace as the order had not been fulfilled by them, this time they agreed to refund us in full.
The troubleshooting tips I have now been sent by AJ seem irrelevant and unhelpful, as the motor is grinding, and we know how to keep it topped up with water and look after it.
We will be buying a different brand to replace it.
1 August 2025
Unprompted review
Reply from Andrew James
Dear Elizabeth
Many thanks for your Trustpilot review.
Here at Andrew James we always welcome our customers comments and feedback however your review certainly came as a surprise to us for the following reasons :
1) our products are supported by a two year fixed warranty period which in the rare event a fault occurs with a product it provides our customers with peace of mind. Amazon control the first years warranty under the Consumer Rights Act of 2015 and have the ability to offer a refund.
2) every message received into our Customer Services Team has the courtesy of an immediate acknowledgement back to the customer confirming safe receipt of the message. Every message is responded to - we never ignore or fail to reply to a customers message.
3) from the additional information provided on your Trustpilot review we have no record of any contact from you under that email address.
Here at Andrew James we are proud of our excellent rated service we provide to our customers therefore one of our Leadership Team have written to you in a bid to understand your review comments further as well as establishing if we can assist in any way.
Regards
Keith - Group Customer Services Manager.
Don't buy 3L Airpot Hot water dispenser…
I bought Andrew James 3L Airpot Hot water dispenser with vacuum 2 years ago then it lost function. Cannot retain heat. It cannot be repaired or replaced as 2 years warranty just ended.
Don't buy it as it just lasts 2 years, which is not what I expected of a stainless steel vacuum flask.
5 September 2025
Unprompted review
Reply from Andrew James
Dear Chan
Many thanks for your Trustpilot review.
At Andrew James we always welcome our customers comments and feedback as they allow us to review and wherever required improve upon the products and services we offer.
Customer feedback also allows us as an organisation to provide a balanced and accurate response to the feedback left - something which Trustpilot encourage us to do.
I was sorry to learn of the rare issue with your Hot Water Dispenser.
At Andrew James we are immensely proud of our product range and the products supporting warranty scheme.
Our products are supported by a 2 year fixed warranty scheme which in the rare event that a fault does occur provides our customers with peace of mind.
Having reviewed your correspondence with our Customer Services Team your product was purchased in April 2023 meaning at the point of your contact your warranty had expired by some 5 months and not just expired as indicated.
It only leaves me to offer my sincere and personal apologies for your perception of our products.
Keith - Group Customer Services Manager
Reply from Andrew James
Hello Mark
Many thanks for taking the time to leave your 5 star Trustpilot review about the recent good service you received from Andrew James.
Best wishes
Keith - Group Customer Services Manager
Brilliant customer service
Brilliant customer service. Kat was extremely helpful and prompt in her correspondence. I was looking for dehydrator sheets that dont seem to be stocked anymore. She managed to track down two packs in the warehouse and sent these free off charge. Amazing service - thank you!
3 September 2025
Unprompted review
Reply from Andrew James
Hi Jamie
Many thanks for your Trustpilot review which is very important to us.
Here at Andrew James we believe the service we provide to our customers is different to that of other organisations and I was delighted to read this was the case with your recent enquiry.
Keith - Group Customer Services Manager
Excellent Customer Service
I contacted customer services by email, had fast and helpful responses. We had broken a jug from one of their fabulous range of coffee makers,......a replacement is on its way! Really impressed, thank you Katrina!
29 August 2025
Unprompted review
Reply from Andrew James
Hello Mary
It was wonderful to read your 5 star comments regarding the excellent customer service you recently received from Katrina within our Team.
Here at Andrew James we are very proud of our Customer Service Team and how they always look after our customers so well.
With best wishes
Keith - Group Customer Services Manager
Amazing customer service
I have been corresponding with Katrina at Andrew James and she has been a most helpful and considerate person and a great representative of the company.
My halogen oven had developed a problem with the fan and despite being out of warranty, Katrina was able to provide a replacement part, free of charge.
Such customer service is quite rare these days and without Katrina’s help I would have had to throw the oven away and find a replacement. Thank you
28 August 2025
Unprompted review
Reply from Andrew James
Hello Denis
Many thanks for your wonderful comments about Katrina from our Customer Services Team.
Katrina and her colleagues always love delivering the amazing customer service you experienced.
Kindest regards
Keith - Group Customer Services Manager
What made this experience great product and after sales service so good is…
What made this experience so good is that Katrina in the customer service department showed that the backup service is every bit as good as the product and they were able to supply a new blade as requested and I would not hesitate to recommend this company
28 August 2025
Unprompted review
Reply from Andrew James
Hello Nigel,
Many thanks for taking the time to leave your Trustpilot review.
Here at Andrew James we believe the service we provide to our customers is different to that of other organisations and I was delighted to read this was the case with your recent enquiry.
Best wishes
Keith - Group Customer Services Manager.
Katrina at Andrew James went above and…
Katrina at Andrew James went above and beyond to assist me with a replacement part for my Stone Grill Raclette. She was quick to respond and solved this in a matter of hours. Fantastic customer service and love the products we have purchased from Andrew James.
28 August 2025
Unprompted review
Reply from Andrew James
Hi Mary
Many thanks for your 5 star Trustpilot review.
At Andrew James our customers feedback is so important to us.
Katrina was delighted to read your kind words.
Best wishes
Keith - Group Customer Services Manager
Cafetière filters
I enquired about replacement filters for my cafetière which was purchased via Amazon. Within a few hours they responded and are sending me out new filters. Extremely prompt and efficient customer service, so rare these days! Katrina was very polite and helpful.
27 August 2025
Unprompted review
Reply from Andrew James
Hello Christine
Thanks for taking the time to leave your 5 star Trustpilot review.
I was delighted to read how Katrina helped with your recent enquiry.
Here at Andrew James we always place our customers at the heart of everything we do.
Keith - Group Customer Services Manager
Experts in making Landfill...
Not the Manufacturer just an expensive badge on someone else's cheap product so when it fails they are utterly useless.
There is a common problem with your ice maker. The water level sensor stops working. No water mean no function. I contacted your support. I was told you don't make the ice maker so you can't provide any spare parts. In effect an appliance that could be repaired is now land fill for want of a part that probably costs less than a £1.
18 August 2025
Unprompted review
Reply from Andrew James
Dear Ray
Many thanks for your Trustpilot review.
Your comments came as a surprise to us as from the limited information on your review we are unable to trace any previous contact from us.
Indeed our efforts to obtain additional information from you via Trustpilot to see how we could understand and help with your review remain unanswered on your part.
Here at Andrew James we are very proud of our product range and the excellent level of service we offer to our customers
We have taken the opportunity to refer your unverified review to Trustpilot.
Keith - Group Customer Services Manager
My halogen oven stopped working before…
My halogen oven stopped working before 2 months. It had a 2 year warranty. The light came on but no heat. With it you get a spare halogen bulb. Bulb is a misnomer. It makes you think it is an easy fit like a light bulb. It is more an element. I contacted Andrew James and they insisted ( 3 times) that because they send a 'bulb' with it they do not have to do anything else. I had a go myself and the whole thing is flimsy and difficult to do. I am 78 and have been without the oven for weeks. Things in the fridge are past their use by date. I have had to cook pizza in a frying pan.....cheese everywhere! I called an electrician but they would charge a call out charge of £75. The oven cost less than that .I believe the oven is dangerous as I have mended it but have to use it. Avoid this company at all costs.
17 July 2025
Unprompted review
Reply from Andrew James
Hello Roy
Many thanks for taking the time to leave your Trustpilot review.
At Andrew James we always welcome our customers comments and feedback as this allows us to review and wherever needed improve upon the products and services we offer.
Customer feedback also allows us to provide a balanced and accurate response to the original comments left.
I was sorry to learn of the rare issue with your Halogen Oven bulb.
Following our customers feedback some years ago we added a spare bulb to our Halogen Oven product.
In the event that a Halogen Oven bulb requires changing this involves the simple 5 minute process of unscrewing the screws from the housing and fixing the bulb in place.
It only leaves me to thank you once again for your Trustpilot review.
Keith - Group Customer Services Manager
Excellent Customer Service
Bought a 5.5l mixer for my daughter, she was very pleased with it, lots of cake and bread made!
Developed a problem and contacted the company, very pleased with how quickly and efficiently it’s been dealt with. How customer service should be done! Thank you Katrina.
1 August 2025
Unprompted review
Reply from Andrew James
Hello Andrew
Many thanks for taking the time to leave your 5 star Trustpilot review.
Here at Andrew James we understand on rare occasions items may break and when this does occur our Team act quickly to help our customers.
I was thrilled to read this was the case with your recent enquiry handled by Katrina from our Team.
Best wishes
Keith - Group Customer Services Manager.
I reached out to them in regards tMeat slicer bladeo my…
I reached out to them in regards to my meat slicer blade becoming blunt after just a few uses, Nicole was amazing and sent a new blade straight away.
I would rate her as 100 out of 10!
29 July 2025
Unprompted review
Great customer care team.
29 July 2025
Unprompted review
The company don't stock spare parts for…
The company don't stock spare parts for their small appliances. They couldn't supply me with a new hopper head for my meat grinder, neither could they advise me on another one that would fit. I'll have to buy a new grinder rather than replace what should be a cheap part.
28 July 2025
Unprompted review
I needed a spare part for my kettle and…
I needed a spare part for my kettle and Nicole has been a great help , communication was very quick by email and her kindness was accepted . I was hoping for some info of where to buy the spare part but, Nicole went out of her way to find me what I needed with her warehouse colleagues and now its in the post for me . Job well done . Thank you so much
24 July 2025
Unprompted review
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