Excellent customer service, which is very rare these days unfortunately. My email was dealt with quickly and efficiently by Phoebe and I couldn't be more pleased. Thank you very much.
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
I was very happy with my salt and pepper grinders. They were still working well after about 5 years. Unfortunately the pepper pot had become dusty with pepper dust within the compartment. I couldn’t... Toon meer
Bedrijf heeft geantwoord
I misassembled my Derwent salt mill after cleaning. C&M customer service was fantastic, sending me clear instructions within 24 hours. Mill back to its very best. Thank you Phoebe
Bedrijf heeft geantwoord
High quality products should come with high quality customer service and Cole and Mason delivers on both fronts. One of my salt and pepper mills which I’ve used daily for many years stopped grinding.... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Exceptional quality salt and pepper mills and kitchenware, designed in England since 1919.
Contactgegevens
DK Household Brands, Bridge House, Eelmoor Road, GU14 7UE, FARNBOROUGH, Verenigd Koninkrijk
- 01252 828000
- ecommerce.orders@dkhouseholdbrands.com
- coleandmason.com
4,6
Uitstekend
910 reviews
Vraagt klanten om een review
Dit bedrijf nodigt klanten uit om een review achter te laten. Deze mag zowel positief als negatief zijn.
Heeft 46% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
Zo gebruikt dit bedrijf Trustpilot
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I was shocked to only receive the salt
I was shocked to only receive the salt! I thought the deal and price were for pepper and salt.
Had to send for pepper.
9 januari 2026
Antwoord van Cole & Mason UK
Hi Sarah,
Thank you for your feedback. We’re sorry for any confusion caused with your order and understand how disappointing this must have been. If you are still needing to return the product please contact our customer service team on ecommerce.orders@dkhouseholdbrands.com
Kind Regards,
The Cole & Mason Team
Good product but very bad service
The product is good but was not sent out from warehouse until I chased it up. Then I was sent an email trying to give some lame excuses. Even though I paid a large shipping fee for courier delivery, they sat on it for days. I suggested that they refund the courier costs (as most reputable companies do when these delays happen), but they ignored this.
9 januari 2026
Customer service nil !!
The product is good but customer service nil due to non delivery and who do you contact!!
The product finally arrived 10 days later and bix was in a state with DPD tape across all the damaged areas
7 januari 2026
Antwoord van Cole & Mason UK
Hello Keith,
Thank you for your feedback.
Please email us at ecommerce.orders@dkhouseholdbrands.com and we will be able to look into this further.
All the best,
The Customer Service Team
QUALITY GOODS ITS ALWAYS NICE TO…
QUALITY GOODS ITS ALWAYS NICE TO RECIEVE QUALITY AT A GOOD PRICE TOO ,MANY THANKS
5 januari 2026
Antwoord van Cole & Mason UK
Hi John,
Thank you for taking the time to leave a review. We’re pleased to hear you’re happy with the quality and value of your purchase. Many thanks for taking the time to share your experience.
Kind Regards,
The Cole & Mason Team
Well made beautiful Carving Board
5 januari 2026
Antwoord van Cole & Mason UK
Hi Tony,
Thank you for taking the time to leave a review. We’re pleased to hear you’re happy with the quality and value of your purchase. Many thanks for taking the time to share your experience.
Kind Regards,
The Cole & Mason Team
I know I ordered over the Christmas…
I know I ordered over the Christmas period 29th December 2025, I had to email this company twice before I got a reply of them saying they was doing a stock take and would resume with orders after 8th January 2026, I emailed them again asking when I should expect my order I had no reply, gave it a few days and I emailed them again to which I had the same reply, I then emailed again and was told that it would take up to 10 days for my order to be received, I sent another email asking why so long and if I ordered it from them on Amazon I would get it delivered the next day with no delivery charge I never had a reply to this email, my order finally arrived 15th january 2026, will not order from this company again.
5 januari 2026
Antwoord van Cole & Mason UK
Hi there,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your disappointment with the delivery timeframe and for the frustration this caused.
Over the Christmas period, we experienced an exceptionally high volume of orders. As outlined on our Delivery & Returns page, our warehouse was closed for the festive break from 22 December to 5 January, followed by our annual stock take from 5–7 January. Unfortunately, this combination led to delays in the dispatch of some orders.
We also received a significantly increased number of customer enquiries during this time. While our customer service team worked hard to respond as quickly as possible, we apologise sincerely for the delay in getting back to you.
Orders placed via Amazon are fulfilled from a separate warehouse with different operating processes, which is why delivery times may have been quicker through that channel at this time.
Once again, we’re very sorry for the inconvenience caused and truly appreciate your patience and understanding.
Kind regards,
The Cole & Mason Team
Delivery was slow and made in China
Delivery was slow - 2 weeks from ordering with little communication and was disappointed to see 'Made in China' on box of salt and pepper mill set for 'Cole & Mason England' product.
5 januari 2026
Horrible experience I contact and send…
Horrible experience I contact and send more than five emails about delivery time and no one answered, Delivery within the UK took 19 days, even though their website states five days. I was on holiday and visiting the UK for six days. It was delivered 10 days after I left UK
5 januari 2026
Antwoord van Cole & Mason UK
Hi Adel,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your disappointment with the delivery timeframe .
Over the Christmas period, we experienced an exceptionally high volume of orders. In addition, as mentioned on our delivery and returns page our warehouse was closed for the festive break from 22 December to 5 January, followed by our annual stock take from 5–7 January. Unfortunately, this resulted in delays to some orders.
Once again we sincerely apologise for the inconvenience caused and thank you for your patience and understanding.
Kind regards,
The Cole & Mason Team
Item arrived in a ripped up boxed and…
Item arrived in a ripped up boxed and was unsurprisingly damaged.
Now having to return a broken item for a refund.
Inappropriate packaging for a fragile item.
5 januari 2026
Still waiting
Still waiting. Placed an order for 2 salt/pepper mills 8 days ago. Still awaiting shipping/dispatch confirmation. Emailed twice, no response. Waiting in excess of a week for items to be dispatched and absolutely zero response or communication. Very disappointing. I expected much better from an allegedly quality brand.
14 januari 2026
Review zonder uitnodiging
Antwoord van Cole & Mason UK
Hi there,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your disappointment with the delivery timeframe and truly appreciate you bringing this to our attention.
Over the Christmas period, we experienced an exceptionally high volume of orders. In addition, our warehouse was closed for the festive break from 22 December to 5 January, followed by our annual stock take from 5–7 January. Unfortunately, this resulted in delays to some orders.
Please be assured that all orders are now being processed and dispatched as quickly as possible. If your order has not yet arrived, please could you share your email with us so we can look into your order.
We sincerely apologise for the inconvenience caused and thank you for your patience and understanding.
Kind regards,
The Cole & Mason Team
I still have NOT received item
I still have NOT received item. Very disappointing as I ordered before Christmas.
Hilary Davies
22 december 2025
Antwoord van Cole & Mason UK
Hi Hilary,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your disappointment with the delivery timeframe and truly appreciate you bringing this to our attention.
Over the Christmas period, we experienced an exceptionally high volume of orders. In addition, our warehouse was closed for the festive break from 22 December to 5 January, followed by our annual stock take from 5–7 January. Unfortunately, this resulted in delays to some orders.
Please be assured that all orders are now being processed and dispatched as quickly as possible. If your order has not yet arrived, we would be more than happy to look into this for you—please contact our customer care team at ecommerce.orders@dkhouseholdbrands.com
We sincerely apologise for the inconvenience caused and thank you for your patience and understanding.
Kind regards,
The Cole & Mason Team
No age verification for knives
Brought a knife off their website and got asked to verify our age via the credit card portal, I don’t have a credit card and the other verification did not work. I got my partner to also try and it also didn’t work for him so we didn’t proceed with the order.
The payment was still pending from our bank and we thought this would be refunded as we didn’t do the age checks.
Both knives still arrived even though we didn’t complete the age verification, and even left on our doorstep without the courier also asking for ID.
This is absolutely appalling given recent events that anyone can purchase a knife online, skip the verification check and for it to arrive without the courier also asking for ID.
5 december 2025
Bought as a gift but I know the brand…
Bought as a gift but I know the brand for their quality
9 december 2025
Placed an order and my delivery has…
Placed an order and my delivery has been delayed. This was ages ago with no additional contact providing any update.
8 december 2025
One of the salt/pepper grinders arrived…
One of the salt/pepper grinders arrived with a dint in the top. I emailed about this, with photographs, but no response.
26 november 2025
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