Cole & Mason UK Reviews 850

Ordered Burford salt grinder, on opening found that the clear plastic section was split which meant the grinder was unusable. Tried calling company several times only to get automated service which either rejected call or didn't answer it. Just gave up trying.
I have purchased several Cole and Mason products over the years - Not any more!

Twice my order came damaged as your team cannot protect parcels which is bizarre
Will never order from here

The grinding mechanism failed on my electronic salt mill. I emailed Cole & Mason twice initially with no response but on the third attempt I had an immediate response from Phoebe who apologised for the troubles I had experienced and asked for various details which I provided. She very promptly replied advising that as my mill was now discontinued I could choose a replacement which I duly did. Phoebe responded to each of my emails very efficiently. My replacement was delivered a few days later which I am delighted with so, whilst initially disappointed with the lack of response which I give the benefit of the doubt to for it being near Christmas and probably just very busy, Phoebe came through with flying colours for Cole and Mason!

Lifetime warranty on mechanism
I have now had a cole and mason salt and pepper grinders for 17 years. I bought as it had a life time warranty. My first one the mechanism stopped working after 7 years after alot of use. Cole and mason provided a replacement as the mechanism is under warranty. I have now a further 10 years later had an issue with the mechanism. The Customer team tried to understand the issue with the product, and have kindly provided a replacement under the lifetime warranty. We all in our household love the product. It is aesthetically pleasing and great products.

All good. My pepper grinder was better than expected, very well made and looks attractive.

Bought salt/pepper grinders a few years back, and had the pepper grinder unexpectedly snap at a join point.

Expecting an argument, I reported the issue to customer service who were exceptional. No queries. No "ahh, but the warranty says...". Just a really simple, quick and efficient process with the replacement in my hands within 72 hours. It’s nice when you engage a business where the published company values align so effortlessly to the experience.

After contacting Cole& Mason with a broken stirrup plate they very quickly replaced it under the lifetime Guarantee… very impressed with their after sales service… quick and efficient 👌👍

Well as nothing has been delivered yet it is

It was delivered to the right address

Beautiful set. Amazing quality, super fast delivery. Thank you

*Edited to add: Poor initial service as below, but excellent service recovery*

I ordered a salt & pepper set, plus a matching table stand for it.
However without any comms, I was refunded for the set & was sent a cancellation email.
But I was still charged for its stand, plus full P&P.
However, nearly 4 weeks later, I've neither heard nor seen anything, & I'm still out of pocket....

Their customer service is non- existent and non-responsive. emailed 3 times over a 7 day period without any reply. Purchase un-fulfilled and no phone number to call.

Poor delivery. Delayed several times.

Great product, strips peppercorns perfectly, love the different number of coarseness settings!

Lovely set would make a nice gift to someone. The item came in a lovely high end quality box. These were for my own use however but wouldn’t hesitate to purchase for someone as a gift. The ceramic grinding mechanism is excellent but to be expected for the price. Hopefully these will last for quite a few years and I see no reason why they won’t. Overall I’m very pleased with them.

Good and easy web site. Ordered granite worktop saver. Excellent quality. Delivered within 5 days by courier. Well protected package.

These are a nice slim size, contemporary salt and pepper mills.
Whilst the product seems good, delivery seemed slower than other retailers.

After some years, the grinder mechanism on a salt mill failed. Their website said the product carried a lifetime guarantee and, sure enough, they sent not just a replacement mechanism insert (with which I would've been perfectly happy) but an entirely new salt mill.

Haven’t received item I ordered Dec 26th ( now Jan 22nd) and no way of getting in touch. Email addresses available just get rejected…. So how do I let you know and ask for a refund?!