Edinburgh Woollen Mill Reviews 250

I'd give my online experience with EWM zero stars if I could. I'd always thought they were a reputable company but there customer service is non existent. I returned an item from my order via their Hermes courier over a month ago. I have emailed several times and tried to phone but to receive no response from them and no refund. I even tried contacting through social media as I'm so frustrated and that's been ignored too. I'm sadly disapointed in them...and Covid is no excuse for lack of service, so many other companies have provided brilliant customer service at this time.

Edinburgh Woollen Mill
143/153 Lord Street
Southport
PR8 1PU
This is my experience of shopping at the above store, email sent 13/8/21:
I wanted to send this email to say thank you very much to the two ladies who served me at your Lord Street store in Southport on the 7/8/21. I am a wheelchair user and the girls were most helpful in assisting me to try on the body warmer I purchased. They were delighted to tell me that it had been reduced to half price when they put it through the till and that I had got a bargain. They guided me out of the shop and mentioned that the shop closed at 5pm. I was unaware what time it was and I have only just noticed that the sale was processed at 17:06. The girls are a real credit to you!
Reply from Melanie, Customer Service:
Good Afternoon Lynda, Thank you for your lovely email. I will make sure I pass on the feedback to the area manager.
My further reply:
Thank you Melanie, I always give credit where credit is due, too often it is more complaining that I must do because I certainly do not accept bad service either. I will now be giving you a five-star review on TRUSTPILOT.

Ordered goods 20th August 2021, paid on the spot and money accepted. Almost 4 weeks later, I've received no goods and only 1 email answered to say goods were on the way. Appalling online service. Will apply today to try and get my money back.

Like others, I have no reply from Customer Service about my returned ( via Hermes) item and my refund. Like another customer, I’ll have to get Barclays to action chargeback. I have all the documentation to prove my purchase and return…..

Bought 8 casual shirts from them. Despite them being the same brand (James Pringle) they differ in both quality and cut. Three are really tight on my arms, one is tight across the shoulders and two have bobbled so much after just 4 washes that I will have to dump them.
I complained, but just got the answer that they would refer my problem to their buying team.
I have been buying my casual shirts from Edinburgh Woollen Mill for years. Never again.

I placed an order with EWM 3 weeks ago. This order still hasn't been dispatched. I've contacted EWM via email and telephone. But, to no avail. After 6 emails I'm still waiting for a response. They have taken payment for the order. But, have not dispatched anything or given me a refund and now I can't contact them. They've basically just stolen my money. Whatever you do, don't order anything from them. Because, your likely not receive anything and then won't be able to get your money back.

I have had huge problems since I ordered from here five weeks ago. Thanks to a website glitch they took my order twice. I was unable to cancel because they don't currently have an operating phone line and it takes their customer service team several days to respond. I posted the order back via Hermes on July 17 and they have still not confirmed they have received it. I have been waiting several days for them to respond to my emails and in the meantime they have my money. Incredibly frustrating and disappointing.

Update: I finally received my refund more than a month after returning the goods, emailing repeatedly and eventually reminding them of my rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. What a faff.

After 6 weeks I have still not had a refund for over £120 for goods returned by my 99 year old mother in a care home. It has been difficult to contact anyone - "offices closed due to Covid" - WHY??? I did get one email, which was no help at all and have had no response since. This use to be my 'go to' store for my Mum. Never again ...

Like others have send regarding refunds being exceptionally slow ( I'm still waiting for mine nearly 4 wks later) No customer services to actually speak to someone. Email wise you get a ticket number & automated reply but then nothing!!

The item I ordered was a shirt for my son which was delivered quickly & indeed was very nice quality but sadly didn't fit ( to short in the body) so needed to return.

I expect refunds to take a couple of weeks but not 3 or more. This as put me off buying from them again on line, I will stick to buying from one of there stores instead.

Great products, very well made. I am very happy with the quality and service.

As with a previous recent reviewer no response from customer services regards receiving a refund. I received a standard template holding email in response to my querying o/s refund, saying that it could take a few days to respond; that ‘few days’ has now elapsed. No reply to phone calls either. So if I don’t hear back within the next few days from EWM &/or receive my refund, guess I can resort to Chargeback via my card provider. But I’d like to think it won’t & shouldn’t be necessary to take this route.

I am only 5’4’ tall. I have previously bought their 31” length jeans. However in their wisdom they have stopped making this length, what a ridiculous decision. The 29” length are too short. I emailed their customer services who just confirmed they no longer make a 31” length. I am not tall so can no longer buy from this Company. Great service EWM!!!! 😡

Why does it take several emails and a month to refund items sent back . Most stores take about a week!

I have just visited EWM shop in Stuarts Garden Centre, Christchurch. I stood in the doorway using my own antibacterial gel before entering and the shop assitant who was also stood in the doorway, told us to use the hand gel provided. When I told her I had just used my own, she insisted we use theirs. My auntie asked what was wrong and I told her we were being treated like children. Obviously eavesdropping, the assitant shouted across that some of her customers needed to be treated like children and we should see the state of some of the customers and the state they left the restroom in. Highly unprofessional of her and if this is what she thinks of her customers, I will no longer be shopping with them.
The lack of response on here to all the bad feedback, should show you their total lack of appreciation for their customers.

Disappointed
First time I have ordered online and probably the last sadly. With it being a long established company felt confident in ordering from them. Should have read the reviews first. Ordered a skirt for my mum, received a totally different skirt than the one I ordered, not even same colour/style. Returned on the 19 June only just got a response to e mail asking for a tracking number. Ordered the skirt again after I sent the last one back and again got another totally different skirt. This time the label said £28 on the front but on the back of the label a sticker had been put on with the stock number of the item I had ordered and the price £30. Very disappointed. No idea if or when I will receive a refund. Not good customer service when you cannot speak to someone on the phone and have to wait for an e mail response.
04/07/2021 I can confirm I received a refund but still would not order again.

I have made two orders to Edinburgh Wollen Mills and both have been delivered to the wrong address. The photos are of porch floors both times and I can't find where the parcels are. A photo of the house number would have been more usefu. I have thrown away about £200.

If I could give no stars I would. I have been waiting for a refund of £52 since April. I constantly send emails. They promise a refund but it never happens. Please do not order from EWM unless you are certain it will fit as getting a refund is impossible. They admit they have received my returns but still refuse to send my refund. Avoid at all costs

Same thing has happened to me. I ordered May 28th. Got a confirmation of order. Money taken out my account 1st June. I have heard nothing. I have sent 2 emails and had no reply. Cant phone as their phones are switched off. I would not order from them and I am also out of pocket. Dreadful

I didn't want to give 1 star but I wasn't able to write a comment without one. I ordered two men's shirts on May 27th and was sent a confirmation email. A few days later I received a further email to say the goods had been dispatched. It's now the 9th June and the shirts have not arrived. I've sent two emails and posted a comment on their Instagram account. I've heard nothing in reply. They say they are not taking phone calls, so I'm left £38 out of pocket. I note they have taken the money out of my account.

Update of the above. After writing this comment I received an email and a full refund. Much appreciated, thank you.

Worked for this company for 2 years and it has to be the worst 2 years of my life. Staff who just want to come to work ro chat, to an area manager who was a complete bully. Who found a weakness in my character and chose to abuse it. Handed my notice in giving 2 weeks. Area manager rang me to explain I should of given 3 months yes three months. I have now lost all my holiday pay which was 9 weeks due to lockdown . I'm now entitled to 1 pound. Please stay clear of this company . Area manager had no empathy i would go as far to say she enjoyed it. Stay clear of this company .