Edinburgh Woollen Mill Reviews 250

We had an excellent visit to the Chester Store on our Xmas break. (Such a pleasure, as we have no local stores any more near our town.)

There was a good selection of current styles available there.

Kate, the Manager and Louisa were so friendly and helpful and we both bought items.

Many thanks.

Company failed to deliver an order to store due to Evri losing the order. Despite saying they would respond to e-mails within 3 days there was no response to e-mail. Customer service was very unhelpful and there is mo credible system to follow up on failed orders. There wadn't even a semblence of an apology. Avoid this company for on line deliveries as they are incompetent.

Suggestion - have a system to track deliveries to store & have customer service at least pretend to care about customers.

The current name of the store is deceptive - and should be more accurately re-named:  

The Edinburgh Acrylic, Polyester & Polyamide Mill.

Went to the site to buy "WOOL" items, as the name would suggest, not toxic, chemical, synthetic clothing.

The online offering doesnt seem to work well - from click to order to store delivery should be 2 days.

customer service advise 3 days to respond to emails

too slow and too unresponsive for the usual e comm market

my guess is that the business is new to this space and are not used to this operation. sales and marketing are working well with offers and discount hello vouchers but logistics is failing the success

I just got the parcel today, and surprisingly them have the jumpers i ordered, i am happy i dont have to return now, but i was very unhappy with the customer service phone line, as it was never answered and the experience in past few days post order. Anyways the jumpers are good quality and they look lovely on my husband.

Take an umbrella to Chester store as the roof was leaking lol.Lots of bargains we found in store still great shop.

There was a lovely staff member Tracy when we visited very welcoming and helpful ,will go again.

Total con. Signed up to get 10% off, which I didn’t get. Used PayPal to get 20% off, which I didn’t get.

Then, as if that wasn’t bad enough, my address which was correct on the order confirmation, was completely changed from Wales to a weird word somewhere in Midlothian in Scotland! Who knows if the parcel will ever arrive.

No response from customer services.

Thank goodness I used PayPal as this won’t end well.

Went to look for ladies wool jumpers. They had a few plain merino wool and cashmere jumpers, and lambswool ones but only for men! Everything else was synthetic. Very disappointing.

Ordered online and one item is far too small, but can’t return it as haven’t got a printer to print return label! Rang customer services, but automated voice says no one is available and then they hang up! Terrible service! I don’t live anywhere near their shops, so can’t return it in store. I think they hope I will just keep it and that’s how they make their money!

Really polite helpful staff. Purchased some jumpers from colchester branch in the sale. Really warm and had lots of compliments already!

Well, I'm glad that I didnt look at the trustpilot reviews before checking out EWM store in Hilliers Three Legged Cross Wimborne as I probably wouldn't have bothered going in ...but glad that I did ! I was greeted immediately by a lovely, friendly lady, I found the store bright, clean and all items well displayed. I see the majority of complaints are with their online store and after care services, which i haven't experienced at this time to be fair. I bought 3 items, seemingly well made and a fair price. Similar to what I had just seen in Next but cheaper ! So a mix of styles, some more "on trend" than others. Hopefully, I'll carry on feeing positive about this company!

Really unhappy with the online customer service. Purchased several items which were really great quality and price. However the sizes are so far out. Purchased as gifts and they were a huge disappointment.
Contacted E.W.M. no apologies, no "I'll sort this out for you" just "Returns available by clicking a link". First and last time I'll ever order from this company.

Extremely rude, ignorant and unhelpful assistant at Ditchling store. Refused to exchange or refund faulty dresses where stitching had come apart 31 days after purchase because .... wait for it....they had been worn and washed and had been purchased more than 30 days ago! Unbelivable. Refused to let me speak to her manager on the phone and told me not tobother phoning customer service because they never answer the phone.
As it happens, I did phone customer services. They were very helpful. After seeing a picture of the dresses and my receipt, they issued a full refund. Such a shame the rude shop assistant at Ditchling couldn't have done that instead of upsetting me. I will never shop here again after such a terrible experience.

Southport shop. Spacious, airy and well laid out. No high pressure sales. The lady that served us was friendly, chatty and knew the products. Bought a jacket, and will shop there again.

Awful shop assistants in Beverley. Returned a jumper ‘with the till receipt’ but because I’d only taken one receipt (apparently I should have had two!?!) they wouldn’t refund me … although they were happy enough to offer me a credit note (enabling them to keep my money). Why on earth, when I had a receipt with the item I had bought and my card number on it, they wouldn’t refund me just smacks of absolute greed (and pointless box ticking). They clearly hoped I wouldn’t be able to find the second receipt (that I didn’t even know I had or needed). After a rummage around I have found the second receipt and I will be returning this poor quality, scratchy item. I will also NEVER shop with this greedy company again.

Wouldn’t accept a cash purchase at 3.49pm today, they had cashed up !!! What is wrong with these businesses that don’t want cash

I had an accident in the Cambridge store back in May. I emailed them and have never had anybody contact me.

Beware buying buy one get one free from EWM. I bought a polo shirt for £40 and got one free. One of them shrunk on the first wash at 30 deg c. The manager, Gary, in Whitminster, Glos. refused to refund £20 as I could not see another one I liked. It seems the one faulty does not have a returns value I.e. it is a con. Asked the manager if I could return both, not possible I was told as only one was faulty. Asked the manager what I could do and he said nothing. Asked him politely how we could resolve it and he said angrily, “Don’t speak to me like that, leave the shop.” So one surprised, demoralised and unhappy customer left the shop feeling well fleeced with this unsatisfactory non- resolution. Having spent a lot of money at Edinburgh Woollen Shop in the past, I was actually wearing one of their shirts, I will not be returning and this manager should not be dealing with the general public, he does not understand customer service.

Ordered to be delivered to St Anne’s. Evri decided to leave it on the floor outside the back of the pub even though the shop should have been open. Parcel not there.The store did there best but said they would have to speak to Head Office and I would have to complain to Evri. No apologies from either. Did contact credit card company for a chargeback but EVM have issued a refund. If they have an issue with Evri why still use them,

During a holiday in Ullapool I tried on a Harris Tweed Baesball cap, stupidly I decided not to buy it at the time. After ordering and returning 2 caps online I decided to give the store a call to see if they could help, I spoke to Donna who took the time to look into my query, she was able to tell me what stores held it in stock locally. Can't thank Donna enough for all her help.