Cole & Mason UK Reviews 850

Received a spare part for my pepper mill. Brilliant customer service, thank you!

I ordered the Epping Oil Spray and when it arrived I could not get it to work, despite reading the instructions (One criticism, the writing was very small - not easy to read). I telephoned the company and spoke with Phoebe. She immediately sent a video link and I was able to get the Oil Spray to work. I ordered a few other things as well and I am delighted with the quality and speed with which they were dispatched.

Contacted Cole and Mason when the mechanism in our pepper mill failed. Great service as we received a whole new replacement mill within 10 days of initial contact. Very impressed.

Pair of mills look beautiful together. Impressed that each came with two tops so would work for both salt and pepper.

Whilst the mill works well for salt it has worked less well on peppercorns and sadly I tend to reach for our old mill (also a Coke and Mason) rather than it’s new replacement

I purchased a Cole & Mason Oslo Salt & Pepper set from John Lewis in November 2023. January 2026 saw the pepper mill mechanism suddenly break. John Lewis couldn’t replace it as they were out of stock and said it came under a ‘written off’ policy so provided me with a gift card for the purchase price which was some £10 less than it would now cost to buy a replacement set. After a few weeks the set was still unavailable at John Lewis on line or in local stores, so I contacted Cole & Mason direct explaining the situation. After a couple of emails with them, including photographic proof of my original John Lewis receipt and that of the subsequent refund, Cole & Mason honoured a replacement Oslo set to me which arrived within a few days (even though I was told it could take up to 10 working days!).

Shout out to Phoebe and the rest of the Cole & Mason Customer Service Team for what I feel was excellent customer service.

Exceptional company. We had to contact as failure with the grinder mechanism on our salt mill. Immediate response excellent communication throughout and although our salt mill was no longer available they immediately offered a gift voucher to choose another mill. We chose their latest design and paid extra to have the complete set we also received a matching tray to house the set. The new set is very attractive and has different grades of grind available. We are delighted with our new acquisition. Cole and Mason seem to be one of the few companies who honour their guarantee.

Fast service,well made product

I contacted Cole and Mason to enquire if my 30 year old pepper mill could be repaired as it was part of a set. To my delight they replaced it. This is fantastic customer service. Thank you

They made it easy for me to get a replacement when my peppermill stopped working. Really good and efficient service. Thank you.

Excellent service and product guys, We have purchased another pair for the house as well.
Nice to see great products are still around.

Absolutely amazing customer service from Phoebe. Reported an issue with my elderly pepper grinder, the company were quick to respond and offered a very acceptable solution. This is why I choose Cole and Mason for my grinders. Thank you.

Great customer after care service. Great communication. 10 out of 10.

I tried to get the part for my pepper mill but couldn’t find it so decided to let the company know it was broken. Really didn’t expect to have anything done as I’ve had the mill for over 2 years, but, it was very easy to deal with and the lifetime guarantee of the mechanism is true. Made it very easy for me to have a new pepper mill sent out. I’m over the moon as I love the set and didn’t want to part with them. Thank you

Pepper grinder broke after many years of good service. Managed to find proof of purchase and took photos etc.
Item was replaced for very quickly.
Brilliant service

Ordered ..delivered as planned for wedding gift no problems thank-you

We had 2 spice jar containers from Cole and Mason and unfortunately one of the lids were faulty, I emailed customer service and within days I had new lids sent to me , excellent service in a matter of days !!

Pepper grinder failed and took photos sent to Custer service . S few days later a replace my arrived . Excel service . Would recommend highly

I had been using my peppermill for 2years successfully when unfortunately the grinder fell out !
I emailed sending a photo of the product and the receipt
I received a reply within 2days and then a replacement product 8 days later!
I’m very pleased
Thankyou lots!!

Excellent choice of products, well made and ordering online was really easy

I had a pepper mill which broke at the mechanism, after a email was sent with photos,I received a email from them to send photos, which I already had,so sent them again.With a lifetime guarantee the are replacing it.