Cole & Mason UK Reviews 

I had a problem with an earlier purchase, Cole & Mason acted promptly and I received a replacement very efficiently. Thanks!

I had to write to Cole and Mason because I inadvertently took one of my mill grinders apart the wrong way. They responded very quickly, in about 24 hours and included step-by-step instructions to put my mill grinder back together and the instructions even had colored illustrations which was awesome! Great support!

Good looking salt and pepper mills, one broke during its guarantee period, issue resolved quickly and with no fuss.

Technical support are amazing. Shout out to Pheobe, who was really helpful and went above and beyond. Cannot recommend this company enough.

Really appreciated that Cole & Mason honoured the lifetime guarantee. After 27 years, the salt grinding mechanism failed. As after such a long period that model was no longer in production (not that surprising), they were able to replace with a similar set.
The Customer Service experience was very prompt and friendly and efficient - lovely!

Excellent salt and pepper mills ...look great ...and the lifetime guarantee is amazing ! Customer service were shockingly good - responded super quickly and sorted the problem straight away....don't waste your time with cheap imitations .....cole and mason mills are really worth it!

Bought your products before and I know they are good. They still are, thank you

They are beautiful and they work really well.

Beautifully made salt and pepper mills, will take pride of place in my kitchen. The colours are divine.

Good quality items which arrived very quickly.

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.