Cole & Mason UK Avis 848

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.

I had an aged salt mill which had stopped grinding. When on the C&M website I noticed that they offered a lifetime guarantee so I got in touch. Even though my particular model was no longer made, Phoebe Frolich found a set and they were with me in a few days. Exemplary all round.

Love my new pepper & salt mill, real quality. Arrived really quickly, great service

Exceptional customer service received when problem arose with garlic keeper lid. Replaced immediately without question a new garlic keeper with lid that housed perfectly. Thank you

I contacted Cole & Mason for replacement salt mill under the life time guarantee. The response was immediate. The replacement was sent out the very next day and arrived the following day. Excellent service.
If only other companies behaved in such an efficient and effective way. Perfect

I bought a salt and pepper mill a few years ago which I remembered had a lifetime guarantee. Even though I didn’t still have my receipt I contacted Cole and Madonna and without hesitation offered me a new salt mill as it wasn’t grinding properly. This was about 3 years ago. I then contacted them recently as the plastic top had come off the pepper mill and it couldn’t be fixed again. I had one that you turn upside down to mill so it would keep falling off. I contacted them again and got an email back the next day from Phoebe who was very helpful and again without hesitation they have dispatched a new one.
I wish all companies took this attitude of real customer service. I wouldn’t hesitate to recommend them.

Great customer service!
Our pepper mill stopped working and I found a broken part inside. Contacted support and they very quickly sent me a replacement part. I have fitted this and it is working well again. Thanks very much!

Broken mechanism in salt grinder. Model no longer available so offered a generous gift voucher for a new replacement. Very quick and responsive customer service. Delighted!