Andrew James Arvostelua 

Could be better but they use Evri who seem to lose larger parcels in their delivery depots. Still waiting for delivery. Great next day service

Tracy was very friendly and helpful. She communicated well and sorted out my problem by kindly sending me a replacement part. I am very grateful for this. Thank you

I had a broken 3month old 8 lt slow cooker bowl and I had been looking around to get a replacement without any luck. I contacted Andrew James by email and informed them of the situation. Very quickly the problem was resolved and a new bowl was sent out to me. I can’t thank Tracy enough for sorting this out and the slow cooker is back in use. It is worth contacting Customer Services for help with parts, as I learnt it’s not worth just looking on the internet as long as you have the dates of purchase: where from: and the model number.

Ordered a Cafetiere and unfortunately when it arrived it was marked around the top, The box and plastic bags were not sealed so it may have been a previous return.

Contacted customer services and they offered a 10% refund to keep the Cafetiere. So I asked to return and for them to send a replacement, told it could take upto 10 business days for the replacement. I find 10 days a very long time, given they sent a damaged item in the first place, all in all not great service.

Update - After Customer Services manager intervened, they arranged to send a replacement next working day, which has now arrived all safe and well.

I emailed this company a couple of days ago to enquire about getting a faulty control unit replaced for a barbecue. Tracy and the customer service team replied immediately, sent a free replacement that arrived this morning and the barbecue is now working again! Really first class service!

The blade on my trusty Andrew James slicer was losing its edge after years of service so I wrote to the company to enquire if I could purchase a new blade. To my delight Tracy, Customer Service Executive offered to send me a new blade as a goodwill gesture. It duly arrived a few days later. Excellent Service. Well done Andrew James.

It would be difficult to criticise the amazing service I received when looking for spares for my (fairly well used) kettle. Tracy was an absolute dream to deal with; quick to respond to the original request and super-speedy with resolving my issue.
Honestly, other companies could do a lot worse than using this as a model for good customer service

meat slicer fantastic for slicing bread. I make my own sourdough and has helped slicing. Only negative is I have arthritis in my thumbs and its very hard to turn the dial for thickness, and have to ask others to change dial.

A halogen oven was recommended to me several years ago and I was very pleased with the one I bought. After considerable use the underside of the lid became encrusted and rusty. I failed to replace the heating tube so bought another complete oven as it was not excessively expensive. This story repeated itself two more times. So I had accumulated three of everything: bowls, rings, racks etc. This time I went directly to the company office and asked if I could have a lid only this time. After some exchanges with Tracy about exact dimensions, serial numbers etc I received a new lid in the post and was not only pleased and relieved to get it but also to learn that Andrew James was not charging me for this item. What excellent service!

We recently attempted to purchase a product from Andrew James after receiving a welcome discount code for signing up to their mailing list. The issue we experienced was that the discount code provided did not work, even when applied to full-priced items. We tested the code on full-priced products, but it remained invalid.

We contacted customer service to resolve this and clarify whether the code was functioning correctly. Despite clearly explaining the issue, our enquiry was not addressed directly. Instead, we received repeated template responses referring to sale exclusions, which did not relate to the actual problem we had raised.

Over the course of this correspondence, we sent a total of five emails seeking clarification and resolution. At no point was the issue acknowledged, investigated, or resolved, and no attempt was made to correct the code or provide a working replacement, despite these solutions being requested politely.

After further research into the brand, we found that Andrew James products are not uniquely manufactured in-house, but instead appear to be rebranded versions of widely available OEM products. We were able to locate what appears to be the same underlying model being sold under different brands on Amazon. ChatGPT was also helpful in identifying a matching product to ensure we were comparing like-for-like items.

Given the lack of meaningful engagement from customer support regarding a simple pre-purchase query, it raised concerns about the level of support that would be available if an issue arose after purchase.

Ultimately, the overall experience led us to conclude that we would prefer to take our business elsewhere, and we purchased an equivalent underlying model from a different brand not affiliated with Andrew James.

We anticipate that Andrew James may respond to this review. However, our experience is based on multiple direct attempts to resolve the issue via customer service, none of which resulted in acknowledgment or resolution. This review reflects the outcome of that process. Should Andrew James request the removal of this review, I am happy to provide Trustpilot with a copy of the full email correspondence to verify the basis of the experience described.
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UPDATE -
Andrew James' response attempts to focus on the SALE EXCLUSIONS, WHICH WAS NOT THE CENTRAL ISSUE RAISED IN MY REVIEW.

Once I understood that the welcome discount code could not be used on sale items, I contacted customer service and specifically requested assistance with obtaining a working code for use on eligible full-priced products. Despite multiple emails, this request was never addressed directly. Instead, I continued to receive responses explaining that the code could not be used on sale items, which was information I had already acknowledged and understood.

As a result, the issue was never whether the promotion had exclusions. The issue was that a straightforward customer service enquiry was not answered, even after I clarified the assistance I was seeking.

I appreciate Andrew James providing additional context regarding their promotional terms. However, their response does not address the central concern raised in my review: that repeated requests for assistance with using the welcome offer on eligible products did not receive a meaningful response.

My review therefore remains an accurate reflection of my experience with their customer service and the reasons I ultimately chose to purchase elsewhere.

Subscribed to this company as offered ten per cent of first order, did this received code would not work. Emailed company whom said not valid if product is on sale. Ordered Monday evening Tuesday received a voucher which worked when applied to basket so emailed to cancel order and reorder but no reply from company until confirmation email to say order despatched, then told to late to cancel. Very sad way to get new customers disappointing sales tactics.
Update to answer
If I was to return it would be as much as discount offered to pay return postage.

When I first reported the slightly damaged birthday present decanter, with Tracy. She was simply superb. Understanding, attentive and quickly ordered me a replacement, which I have just received, The decanter is perfect, as was the service I received from Tracy. Exemplary customer service.

I contacted Andrew James about a spare part for our ice cream maker. The company responded promptly and sourced the part in days.

I fully expected to pay for the part and the postage.
In the event a part was dispatched within a day. There was no charge and no postage to pay.

Service was excellent.

Impossible to contact this company.
They have no phone number!!
Their email address is useless. Any email comes back as undeliverable.
Avoid!

Hello, I’m pleased with the digital hand blender, having worked out for myself how to use it! The QR code didn’t work, the alternative link to instructions didn’t lead to instructions and my email to customer service bounced back. Please confirm whether there are instructions and where I can locate them, if the company is still trading. Thank you! Model AJ001692.

My food dehydrator makes the best beef jerky. The trays are dishwasher sage and the e-book recipe was actually useful

I ordered 4 defrost trays off amazon for Christmas presents. When they arrived I had a Q code to the original site. Found them cheaper so returned and ordered from AJ. Have used regularly but Today I pulled 500gm of chicken out of the freezer at 12.00 and by 5.00 pm ready to cook. Throughly recommend this product.

Very good service for our problem with sourcing a new kettle filter

Kat in customer services was excellent to deal with. Having lost a part for my Andrew James slicer - the locking nut in fact - so useless without it! Kat sourced one for us in the warehouse - and bearing in mind this was purchased in 2017 there was no requirement for her or the Company to be so helpful. Its great that there are still people and Companies offering good old fashioned customer service. I have not even been billed for it - and its cominng in 3 to 5 days. Happy slicing again! Thanks Kat and Andrew James.

My sister was given us a gift a deli slicer for her kitchen. I borrowed it over Christmas and loved it. It was so good for cutting meat especially at Christmas time. My husband had kindly offered to buy me one for my birthday and that’s when things have gone oh so terribly wrong! It’s my birthday today. I’ve got no present he’s gutted and I am dreadfully disappointed! Customer service for this company is more than appalling! I ordered this item as a third-party seller through Amazon so we thought it was arrive within 24 hours. That actually was stated on their advertisement on Amazon. Six days later and I’m still waiting. Amazon have done everything they can try to get shipment made immediately. I have had no less than five emails from ANDREW JAMES saying that the shipment is on its way and I will receive it today - that has been over the last three days and my order has still not arrived but I will add totally paid for in full! Customer services are deaf, non-caring and just copy and paste emails - that’s how it feels. It isn’t Amazon‘s fault. I want that absolutely stated it is the fault entirely of this company‘s customer care service and it’s delivery team! i have rrad through previous reviews from tjise who have been trested the same way. The rrsponse is slways the same - they have no records of me anywhere so they are unable to respond! Mrssagee me on Amazon and show me you care - I dare you! Im taking this all the way So thank you Andrew James for delivering me nothing for my birthday and making me feel really fed up!! I would highly recommend that you go and purchase this item from the shop rather than through Andrew James it’s self - in fact if you could look for another make I’d do that too!