Edinburgh Woollen Mill Avis 

Awful customer service. Emailed them as no phone contact and waited two weeks for a reply only to be told they haven't received the returned items. They asked for proof of return via Hermes who are just as bad to contact. It seems that EWM have the same answer for everyone who queries a return. This is the second time this has happened. Even though I eventually got my first refund I should have learnt from experience. Definitely won't buy anything else from them again.

I have had a similar experience to others. Having returned an item via Hermes, I have emailed them several times about a refund but have not even received a reply to these emails let alone a refund. This used to be a reputable company but I feel they are no longer and should not be allowed to rip people off in this way. We are all struggling at present.

Recieved refund after 4 weeks and persistemt emailing, only 3 emails had been replied to and all 3 asked for proof of my return via Hermes. These emails also told me they hadn’t received my return.
In the end I am so thankful that I got my refund which was over £100.
I hope anyone else with issues gets them resolved soon.

Shame! The worst vendor and customer service. MY order# 100711971 placed on Sep. 3. Ewm took the money £456.89 from my credit card on Sep. 6, 2021. But I don’t receive any parcel from them until now. I ask for the tracking number with email always reply by robot automated replies. The COVID-19 outbreak is their big excuse. I have also emailed several times and left a massage in their Face Book(but the massage disappear the next day) but receive no response from them. Or just because I live in Taiwan the way very far from England. Does Ewm ignores consumers buying on its website because they have already paid for the goods?

the worst customer service of all times (online shopping). They just don't reply to emails or phone (they say nobody is in the office because of covid).
even the courier they use (Hermes) has 0 customer service, just annoying bots both on chat and landline.

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.