Edinburgh Woollen Mill Avis 

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.

Can't fault items or staff in stores but omg.. customer service on phone . 31 attempts at calling one answered....who was to looking into my complaint/issue ..9 days ago .. no call back ..
Still trying to resolve ..

DO NOT USE THIS COMPANY!
I placed an order on the 5th November 2023 and payment was taken. I didn't hear anything so submitted the online form and received a receipt.
I have not had a response and have tried many times to call but an adviser is never available. Today they just say directly no one is available try again later.
I have tried to resubmit the form but that does not appear to be working.
It looks as if they are no longer trading or their customer service is appalling or both.

I ordered a cardigan for my gran for Christmas and got it sent to a local garden centre via Evri as per your delivery options. On Saturday, I got an email saying Evri couldn’t deliver it as there was no safe place to leave it, which is ridiculous considering the centre was open and that it’s an agreement you have with them. It finally got delivered there today, so I’ve been to collect it and I was met by a sour old lady working at your store who begrudgingly found my parcel, then gave me a full lecture about signing the back of my debit card, despite it being absolutely none of her business! Poor and rude service, you will not be getting my business again.

Bought a gift card in york but to my dismay, there's no envelope or card slot that accompanied the gift card. This is frustrating because I need to buy envelope for the gift card that I purchased because I'm giving this as a gift. Bad service and staffs there were not even impressed when I asked for envelop or bag to put in.

I have bought from the EWM website many times in the past, so expected to receive the same quality of service when I placed an order a couple of weeks ago. The top that I selected was going to be a present for my elderly mother, so I was very disappointed when the parcel arrived damaged (with the top poking through both the inner and outer packaging).

Like other reviewers, I tried ringing the customer service helpline. Although I tried on a number of occasions, and left a couple of messages requesting a callback, it was futile. My original attempt to contact customer services, via their website, was ignored too.

Eventually my second message was answered and the original delivery costs were refunded, along with the cost of the top (on receipt of the damaged parcel). Sadly my then positive view of EWM didn't last for long.

The replacement parcel arrived today and was an even worse state than the first one. In no way would it be suitable for gifting. I am now awaiting another reply from EWM, after filling in a 'contact us' form - the third one.

I would never have thought that the EWM and its customer service would have deteriorated so dramatically. I implore all potential customers to go elsewhere.

(Since writing the review, I had a reply from EWM. A very helpful customer service assistant arranged for a third parcel to be sent out, by express delivery. At long last an intact parcel has been received, with a top that will be lovely for a Christmas present. I believe that EWM still sells good products but you should only buy from the company if you are prepared to keep contacting customer services! Good luck!).

I've had some lovely items from EWM in the past but usually in store. The website is awful. Very slow, not easy to find what you want, filters are very poor. They need a modern up-to-date and accurate website. In particular, colours shown bear little resemblance to what is received. I bought a coat in 'Teal', then when the order confirmation arrived it said 'Blue', which was a totally different colour. I tried calling, waited quite a while for someone to answer then got a message saying 'sorry, there's no-one to take your call' and I was cut off. I sent an email, and am awaiting a response. So the coat arrived - quite a nice coat, but not Blue or Teal, it's Aqua, which is not the colour I want. So now I have to go to the trouble of packing it up and sending it back, and judging by other reviews, I could have a long wait for a refund. I notice that EWM don't respond to any reviews. There are a lot of bad reviews, but they obviously don't care.

Bought an item today as a Christmas gift. However, if not suitable or wrong fit only an exchange/gift token given as exceeds 30 days so no refund will be given. This is therefore not an extension of the refund policy as website suggests.

The staff in the Bourton on the Water branch are extremely helpful and went out of their way to find a branch near our home town, as they didn't have the size required in stock. There was an excellent selection of goods, nicely laid out but the overall condition of the store was tired and dated and is in desperate need of an update. Considering EWM are now opening new stores (after closing loads), the Bourton store could certainly do with refurbishment.

If chaos and uncertainty were good selling factors EWM would be a thriving business. Engaging with a dysfunctional website is the first challenge. Placing orders that later indicate they do not exist and trying to make sense of the convoluted process is futile. It is so frustrating because the products are good and delivery adequate but the process of ordering buying and tracking is not. The value for money is excellent.

Liked the gloves i bought in the edinburgh woollen mill store in Nottcutts near pontefract. Obliging staff. But as usual made in china! We need to get back to making our own goods in Britain then our companies wont all be going bust. Also need to sell more in stores then people will go back to them and stop wasting money buying things on line like ive just done sending things back because theyre not right. Not to this company though. Will try shop more in store better for everyone.

Bought a number of items and one needed returning. However, if you pay by PayPal you CANNOT get a refund unless you pay for the return yourself. Why the penallty for using PayPal? The reason is that Edinburgh Woollen Mill owes creditors £167m three years after collapse so they are cheating their current customers. Avoid these dishonest people!

We were in the shop yesterday but sadly they didn’t have my size. Both ladies went out of their way to find my size in other stores. Very friendly and approachable.

I recently purchased a hand-woven Harris Tweed jacket from the Edinburgh Woollen Mill, and I couldn't be happier with my choice. The craftsmanship that goes into each jacket is truly remarkable. The intricate patterns and rich colors of the Harris Tweed fabric make it a standout piece in my wardrobe. Not only is it stylish, but it's incredibly warm and comfortable. The attention to detail and quality is evident, and it's clear that this jacket will be a lasting addition to my collection. I highly recommend the Edinburgh Woollen Mill's Harris Tweed jackets for anyone seeking both style and substance in their clothing.

I recently ordered an autumn haul from Edinburgh Woollen Mill, and I couldn't be happier with my experience. From start to finish, everything about this shopping experience was exceptional.

First and foremost, the variety of autumn clothing and accessories available at Edinburgh Woollen Mill was impressive. They had a fantastic selection of cozy sweaters, stylish jackets, and beautiful scarves that were just perfect for the season.

The website's user-friendly interface made it a breeze to browse through the collection and make my selections. It's evident that they've put a lot of thought into creating a smooth and enjoyable online shopping experience.

Once I placed my order, the delivery was surprisingly quick. I received my autumn haul well ahead of my expectations, and everything was neatly packed and in perfect condition.

Now, let's talk about the quality of the products. Each item I received was not only stylish but also made with excellent craftsmanship. The materials were comfortable, and the fit was spot on. I can already tell that these pieces will be staples in my wardrobe for the entire autumn season.

What truly sets Edinburgh Woollen Mill apart is their commitment to customer satisfaction. Throughout the entire process, I felt like a valued customer. Their attention to detail, from the order confirmation to the packaging, was impressive. They genuinely care about delivering a top-notch shopping experience.

In summary, I am thrilled with my autumn haul from Edinburgh Woollen Mill. The quality, variety, and exceptional service have made me a loyal customer. I'll definitely be returning for more of their wonderful products in the future. If you're looking for high-quality autumn fashion, Edinburgh Woollen Mill is the place to go. I can't recommend them enough!

I have shopped from EWM for years, been very happy, but lately their clothes have been poor quality and fit, the last selected items, I had to return them all. I have just purchased a purple anorak (Isle), worn it three times and the zip has broke. Not what I was expecting for the price. Very disappointed.