Cole & Mason UK Opiniones 

I contacted the company to see about a spare part for my pepper grinder that I must’ve had for about 15 years. Unfortunately, they no longer made that model but sent me a £30 gift voucher so I now have brand-new salt and pepper grinders. Thank you so much.

On 10th May I placed an order with the Cole & Mason shop on Amazon for the Derwent Salt and Pepper Mill set. Delivery was to be next day. The delivery didn't happen next day, or for the next few days, after which the delivery status was updated to "delivery date currently unavailable". Of course you can't speak with anyone at Amazon, so I called the Cole & Mason customer services line to be told "the Amazon shop has nothing to do with us" eh ? I was also told I could cancel the (discounted) Amazon order and place a new one with them on their "official" website, at a price increase of over 50% (£55 vs £85). Of course the discounted deal on their Amazon shop is no longer available, surprise, surprise.. What an absolute shabbles. I will be cancelling the Amazon order and giving my business to a more ethical, accountable and customer focused company.

It would have been a 5 but my original order arrived with a couple of little issues… however these were resolved very quickly. Very Nice products, if on the pricier side

After twelve years daily use, my Cole and Mason 505 acrylic pepper mill needed attention. The mechanism had finally begun to slip. I wrote to the company with a couple of photos, enquiring after a solution. Almost immediately, the UK Customer Service team advised that a replacement would soon reach me. It did. Their lifetime guarantee means exactly what it says!

Considering the price of the mills, I would of expected nicer packaging, not just a scrappy piece of tissue paper. These were gifts and in addition the package was broken into, albeit nothing taken.

I had a fantastic experience with Cole & Mason’s customer service. I bought a pourer a while ago, that now had a damaged spout; the product had been discontinued but the team were great. They were quick to respond, incredibly helpful, and genuinely cared about resolving my issue. It’s rare to find a company that treats customers with this level of respect and efficiency. Absolutely impressed.

Purchased for a gift, excellent quality and attractive. Delivery was quick with good communication.

The wooden pepper grinder I ordered is so beautiful and so well made. The most important thing for me is that the mechanism is metal. I can tell that it is a high quality product that will last for years. Very happy.

It was fantastic to be told that my 20 year old salt and pepper cellars were covered by the lifetime guarantee.
A voucher was given to me for a new set.
It was amazing customer service that was very straightforward.
I have since recommended your products, and warranty to multiple people.

I purchased a set of "premium" London Chocolate Wood Salt & Pepper Mills (Order #20884CM), expecting the quality Cole & Mason is known for. Instead, I received items that were chipped in multiple places.

It’s clear these were either sent out damaged or packaged so poorly they didn't survive the journey.

When I contacted support, the experience went from disappointing to absurd.

Despite providing clear photographic evidence of the defects, "support" (Phoebe) insisted I should be the one to bear the burden of their mistake. I was told I must repackage their damaged goods and travel to a drop-off point to return them before a refund could even be considered.

I proposed a simple, common-sense solution: a partial refund to avoid the "hassle" and the environmental cost of shipping heavy wood blocks back and forth. They refused, ironically citing "sustainability" as a reason to force an unnecessary 1,000-mile round trip for broken items.

It has now been over 10 days since my last email and I have been met with total silence.

If you’re looking for a luxury experience, look elsewhere.

At this price point, you expect quality control and basic respect for a customer’s time - Cole & Mason provided neither.

Avoid until they learn how to value their customers.

I ordered a salt mill from Amazon but when it arrived it had a Pepper topper and there was a small amount of damage on the mill. I contacted the support, they were really helpful and was sent replacement parts with in the week. It's a little refreshing to see a company sending parts out rather than just wanting to replace the item.

Cole and Mason offer a lifetime guarantee on the mills so we thought thats is great and purchased. The mills (sometimes one sometimes both) stop working. We contact the company and they send a new one of the same model. Now this is fine if it was just once, this is going to be the forth set and we did ask that there seems to be an issue so not to send the same one. What do they do? Send the same one! These things dont last or if its the model we have then at least replace it with one that works!

I had asked about replacement parts and got a response strait away and they sent the replacement out very promptly thanks

Contacted customer services when an inherited (hence no receipt/proof of purchase) pepper mill stopped grinding. After sending the details requested I was informed that the product was no longer made and hence a replacement mechanism was no longer available. I was sent a voucher to purchase a new one. Refreshing to have such excellent customer service.

I enquired about purchasing a replacement part for a salt mill which I had accidentally broken. Unfortunately the part was no longer available as the salt and pepper mill set had been purchased a long time ago. However, much to my surprise and delight, I was sent a very generous gift card which all but paid for a new set. The whole correspondence was via email and the gift card code was received the day after my initial enquiry. I would definitely say that this was excellent service.

Brilliant Excellent item work & looks speak itself 😁,

Great product exactly as described. Ordering was easy and delivery quick.

Recently had an issue with pepper mill. With the help of Phoebe the mill is being replaced under guarantee. Excellent service. Thank you.

The customer service team was excellent, quick to respond, genuinely helpful, and easy to deal with. They handled everything smoothly and made the whole experience hassle-free. Thank you.

Great quality product, looks lovely and well worth the money.