Edinburgh Woollen Mill Reviews 250

Made an order online specifying the click and collect point at our local store. The confirmation email was sent with a store 20 miles away as the location, despite this one being nearest to our postcode! Less than half an hour later I rang them to say the store wasn't the one I specified. The person on the phone said it was too late to change it as I had left it too long and they couldn't possibly change it now even though I put the correct details in! It was just under half an hour from the order being placed. She then tells me she has cancelled it and told Evri to return it to them... Not sure how quickly they are claiming to process/pick/deliver orders but there is a distinct aroma of the brown stuff with EWM staff. No customer service skills whatsoever. This item was a gift for an elderly relative that can't get to the shops easily so we thought this would be a good alternative. Very disappointing experience. They don't know what they are doing. My advice is don't bother.

I would just like to say how pleased we were with the great service my wife and myself got in the Jedburgh woollen mill we bought gifts and had scones with jam and cream and coffee absolutely delicious the lady Amy in the restaurant couldn’t do enough for us what an asset for the mill
Then we went to the shop and Sharon served us also a gem of a person couldn’t do enough for us
Thank you Amy and Sharon great assets for the mill and thank you to the Mill
We will definitely be back

Johnnie and Gillian.

I bought a few shirts but after washing only 3 times two of the shirts had both shrunk such that they would not fit either myself or my wife, who is a size smaller.
I emailed several times - no response. I repeatedly tried to call - everytime cut off after a minute after receiving an automated message saying no agents were available. The phone number is the same as for placing orders so I have no idea how they do business. With this lack of response I get the impression that they are no longer trading.
It is a shame as I was pleased with products I bought from their shops a few years ago. BTW Google indicates they still have lots of shops but these have all closed now, at least in my area.

I recently ordered 3 jumpers, totalling £110. So far one had an issue with the cuff, which my wife put a stitch into to stop it unravelling, as it had a cut at the seam. The 2nd one had a problem with the zip. It stuck half way up, snagged on a loose wool thread, which I had to cut to free myself. I have not yet tried the 3rd and am hoping it is free from any issue. My initial thoughts are that I would be doubtful of reordering from them due to the issues I experienced. For the price I would expect good quality and workmanship. So far this has not been achieved. I wish I had read these reviews before ordering.

I had placed an order online for two pullovers for delivery to Athens, Greece. The order was lost (it was close to Black Friday and the run-up to Christmas, so I appreciate that shops and delivery services were much busier than usual; mistakes do happen, we are human after all). I was refunded the full amount immediately, though. Then I placed another order, which arrived sharp on time (14 working days, the shortest possible time as indicated on their website). All items we ordered were good quality and prices reasonable. Had it not been for the loss of the first order, it would have been 5 stars without second thought.

Went,to EWM in Canterbury to buy a Harris Tweed jacket, the lady who served me was more than helpful.
However she stated the jacket required would be better bought on line from them as I would receive 10%off.
The shop and on line price 325.00, paid 292.50
But when the said item arrived it had a price on the cuff 299.00, not hand printed but with product codes etc.
So should purchased item be 299.00 less 10% ?
have e mailed customer services and CEO, several times, surprise surprise no reply.
With no back up I will not make any purchase's again from this company.

Notcuts Maidstone EWM A shame the store doesn't let you out of the shop unless you have brought something. It was nice to look arround and I thought of buying a coffee from the shop nexdoor but was informed I could not. So I returned to the garden center and did the shorter route back to my car. Its a shame as so many businesses are relying on passing trade. Next week when I return to collect some shoes from another shop I will use Cotton Traders as I was informed they do allow passage. One is left befuddled as to why Edinburgh Woolen Mill was struggling with their financial position when the Karen's who work there are so healpfull and have such good customer service skills that promote repeat trade! Not!

How the heck am I supposed to spend an e voucher that my daughter gave me for my birthday? There is no e voucher input space. Yes gift card, yes to promotional code…e spend (not the same) but e voucher? It can ONLY be spent online as well…I’ve tried calling only to be told “all of our agents are busy, try calling later”…this is 4 times this morning I’ve tried..all say the same thing…I mean how busy is it that you can’t take calls from 10 til 1? It’s not the Glastonbury ticket line folks!
Anyway…I am disappointed that I can’t even get through to explain…shame as the clothes are great quality…the rest..hmmm…dire springs to mind!

Tried to contact customer service. Telephoned many times, all I got was from the customer service. Your phone call is important to us , Sorry all our agents are busy, please hang up and try again later. I therefore used their website and filled in their form. They stated that they hope to get back to you within 3 to 5 days. Still no response after 10 days. Given up

Do not use it. Do not use it. It was nightmare. Bought item before Christmas was broken. Returned it but no refund. Emailed them countless time no reply phoned in but never got answered. Terrible customer service and Nightmare experience. If you don't want to get heart attack don't use them. Awful

Very poor customer service, next to no stock in the size I needed, and exchange rules aimed to extract more money from customers. I wanted to change two Christmas gifts, with gift receipts, for smaller sizes. Next to no small sizes in the shop. One of the products was available online but I was required to pay before the shop would order it. You're then promised a gift voucher when the online order arrives in exchange for the wrong size product. Why would you want another product when there's so little choice? This is a time-wasting outfit that couldn't care less about customer satisfaction. I predict it will go out of business within five years.

Despite several phone calls (never answered) and numerous emails to customer services regarding a lost return package I am completely ignored!
I’m giving up on the return/refund to cut my stress - but I will never use Edinburgh woollen mill online again.
Customer service is literally non existent.
Shame.

One of my items ordered for Christmas arrived broken. I emailed customer services. They did NOT reply, they did NOT send a replacement, they did NOT refund my payment. THAT IS THEFT. Do NOT buy from this sham company.

Absolutely love Edinburgh Woollen Mill, I've mainly used online but placed over 3 online orders and 2 store orders in last few months, i love the clothes, the quality is so good! i've had no issues at all with any purchase. Visited 2 local stores and staff are lovely.

I only ordered on the 26th December and already received my items. I ordered 2 jumpers, 1 knitted waistcoat and a cardigan. They all are so beautiful and packed very well. I normally shop from their shops when I am on holiday but this time I used the online shop. Easy to order, good price and fast delivery. A very happy customer.

I have used Edinburgh woollen mill on many occasions love the clothers in September 2023 took an item back to my eastbourne store they have never given me my money back have rung head office a few times its not a way to treat people staff were not helpful in shop at all I know by now my money isnt coming back and will never shop in their again .

I'm not quite sure how a place that seems to sell quite good quality clothes manages to have such awful customer service and equally terrible eCommerce. I ordered a bunch of clothes online and the website is packed with banners and nonsense but after ordering, standard checkout procedure.
However, the problems only just started with this utter dross and I never got a order confirmation except the PayPal email so I tried to call them and the caller on hold system gives you around 30 seconds before saying call back later. It then disconnects you. It's absolutely laughable and shows they have bare call centre staff and is designed so you don't call and don't get a resolution.
So, I am emailed them and asked for the confirmation email and an auto reply gave a time line for a reply. There was no reply.
Evri then sent a dispatch note and the clothes were well packaged. But, it gets dross again.
The returns note has product codes on it which are confusing and one pair of trousers didn't fit so we drove 10 miles to store to the great yarmouth branch, just to be told that as we paid with PayPal then they can't return it and to take it to the post office for a free return.
We went to the post office and the returns label on the order form wasn't recognised and it turns out, it would of cost £5 to return.
The guy at the post office was really helpful, and said to try Evri where finally, after having to find a store with a printer, there was a free post service to return but we hat to buy packaging for it to be sent.
I honestly can't believe how lacklustre this firm is. No dispatch emails, no customer services via phone or email and the staff at the great yarmouth branch were totally useless telling us the wrong postal service and also, how can you not accept returns because it was bought on PayPal. When I shop at Next and even equally as horrendous shops such as Sports Direct (probably the only shop worse than these lot) they can refund.
I would only shop here again if it was in store and paid for with cash or card and only if there was a store in the local area because this is hands down one of the most incompetent examples of customer service I've ever shopped at. They get two stars as the clothes are great but the staff at the great yarmouth store, the email help desk, the caller on hold and returns policy. Horrendous.

Purchased 2 for £15.00 packs of socks, felt soft and thickish in the packaging, on opening socks are thickish around ankle area but very thin almost see through on the foot part, also the ankle elastic is a good fit on some of the socks and very tight on others, not the quality I was expecting from this company.

Two women behind the counter rude and generally unpleasant. Manner was abrupt. We seemed to inconvenience them.
Not one bit of pleasantry.
Shop workers need to wake up and treat customers in a decent manner. It's easy enough to shop elsewhere online.
No visitors to the shop = no more shop worker jobs.

I ordered two items for Christmas two weeks ago. The order is showing as “pending” whatever that means. I’ve tried ringing the customer service number numerous times and have also filled in an on line query form twice asking for a callback. No reply to anything. Shocking customer service! And I keep getting marketing emails promoting their products….I’ve unsubscribed now. Would never use this company again.