Edinburgh Woollen Mill Avis 

Items ordered and received within a few days, Evri delivery by pleasant and polite man.

We was on a coach holiday and we called into the Edinburgh woollen mill shop in invanery Scotland.
We went in the coffee shop and the lady who served us was amazing she was just so helpful and friendly,she made us some sandwiches up and she told us some history of invanery,she was so knowledgeable of the area,also another lady having her lunch break was also lovely and friendly,so we was just so pleased to have such lovely helpful staff.i was sorry I didn't get there names.but I am sure they will know who they was.

I wish I had read the reviews first dont buy from this company they are a con. You buy a product that says textured knit with wool turns out it is only 15% wool the rest acrylic which I never buy. You expect a company with woollen mills in their name to produce woollen jumpers or am I just naive?

Needed to do a return at the shop in Burton on the water in the Cotswolds.Such helpful staff who helped us even though it took a while she was very patient and understanding.Really wonderful shop with plenty of lovely clothing.My mum had been looking a long time for a cashmere jersey with a v neck which we found at the shop

Ordered a shirt end of November delivery was 5-7days still waiting courier is EVRI lol . customer service useless didn't want to know said EVRI had lost parcel in warehouse..no apology no explanation felt like didn't want to be bothered chasing it up asked to speak to a supervisor...left phone number..still waiting from this morning... warning don't go near this store you have been warned

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.