Edinburgh Woollen Mill Avis 

Absolutely brilliant shop, so friendly

Purchased 4 sleeveless T-shirts and 4 sleeveless polo shirts
All we’re lovely when they arrived. They did come up Smaller than expected but I had ordered a size up anyway so they were a good fit.
Until they were all washed on 30degrees and line line dried… everyone shrunk at least 2 inches in length… so disappointing

I've placed two orders with EWM recently and I've had no problems whatsoever. I love their clothes, they seem to be a perfect cut for me; I have a large tum but otherwise I'm fairly slim.
The clothes are lovely and soft and in nice colours, very comfortable to wear.
My orders came through quite quickly and I have no complaints.

Products are good and delivery was fast.
Be aware regarding custom declaration fees.
For a 30 gbp (47€) order, I had to pay 15€ custom fee.
Not EWM responsability but better be aware before ordering on an UK Web site.

This was first time using company.Boughta very cute pair of comfy sandles.Oh my gosh I was in love with these when they arrived(which incidently was a few days after ordering).The quality of them is even better than photo. would have paid twice as much for them.Will definately order from this company again.

Orders 9 items for my wife, she kept 7 returned 2 the same day via their parcel drop off, 17 days ago. . Tried contacting EWM several times re the refund in the 2 pieces, no response whatsoever from them. Thankfully I deliberately used PayPal so I have opened a dispute with them today. It’s such a shame it has to come to this. I would say that the clothes were really good quality.

Ordered a striped t shirt for the platinum jubilee, it arrived to late for a party I was going to.
Without even trying the t shirt on I returned it via Evri parcelshop on the 6th June along with an items from Debenhams and Wallis. I have a tracking card which tells me that EWM have the t shirt but as of yet haven't received my £20 refund. Debenhams and Wallis both refunded me within a couple of days of receiving my returned parcels but 20 days later i still haven't had my refund from EWM. I sent a contact form on the 17th June asking for my refund, no reply. Phoned customer services 21st June told by rude woman to fill in contact form, told her had already but had no reply from them she took my name and order number said she'd pass it on and someone would get back to me. Surprise surprise no one has.
I have bought a few things from ewm in the past, won't be again.
Thieves, guess i'll have to keep mithering them. I will be sending a letter to their head office and ceo if i don't receive my refund within the next week.

Bought a xmas jumper which looked really nice. The quality was an awful, synthetic material which was unwearable because it was itchy and sweaty. Ended up in the bin after 3 days. Total waste of money, be advised it may look OK in a picture but the quality of material they use is cheap and awful.

Website will not accept house name or village name. Gave up on my order. This is basic stuff.

Website is clunky and dated. Tried using voucher code as a new customer. But it was a year out of date despite still being on website.
Advertise free returns but I ended up having to pay postage.
Won’t use again.

AVOID.. rip off site

I ordered a jumper before Christmas which never arrived. Hermes have told me that they cannot find the parcel and I need to contact EWM for a refund. I have emailed several times requesting this but to date have received no reply other than a ticket number. There seems to be no other way to contact them other than the standard email address so don't know how this is going to be resolved. Terrible customer service. Hermes must have a lot of their parcels somewhere as I see others have mentioned this same issue! Will never be ordering from EWM again.

Order number: 100746064

Placed order. Order was shipped. Order mis delivered because they use Hermes. The worst courier I have ever had the misfortune to have parcels delivered by.

Emails EWM twice. No response and still no parcel.

Awful customer experience. Don’t waste your money unless you are happy to never see the product you ordered or your money ever again.

absolutely torture to use their online ordering. Gave up in the end

I have always enjoyed the quality of items at our local store, sadly it has closed now. So I went online and decided to purchase some Gentleman's items for a Birthday. One of the items said a pattern would be chosen at random, I thought the recipient wont like one of them but will chance my arm. I ordered multiple items and sent customer services an email, explaining my recent purchase and is there any way, they could ask the warehouse team, about selecting the other patterns and returns procedure if the pattern was not well received. (I assumed sods law says you get the pattern you do not want, out of the options) I saw the auto reply email with the standard response times and was happy with that, as its a busier time of year.

I received a reply from Michelle in customer services the same day! Which was a lovely surprise at such a busy time of year. She had sent my request to the warehouse and explained the returns option was possible. I understand its out of their hands due to stock availability etc and appreciated them asking, the email was very polite and answered my query as fully as possible.

After that my order was dispatched promptly and I kept my fingers crossed, all my items arrived in great condition and the right size as ordered. With the pattern design I wanted, yay! I personally feel my customer journey has been positive.

I wanted to put my five pence in, we're often fast to complain as consumers but slow to say thanks for the great work, especially at what is a stressful time of year, without the extra pressures of the pandemic.

So thank you Edinburgh Woollen Mill Customer service and Warehouse Teams, for assisting me, it is greatly appreciated 10/10 from this customer.

Appalling customer service!
Ordered two skirts that as soon as they arrived I parcelled up and returned as the quality was poor and the sizing was wrong. Over 2 weeks later I am still waiting for the £88 refund. I have emailed this company 3 times and have only received an automated response and they cannot be contacted by phone due to COVID!! Complete rip-off

Hope the product is better than the customer service, ordered item, said it was dispatched, then went missing for 6 days, tried calling, no answer, tried emailing, no answer either, poor supplier, wont use again.

Kathy the store manger in the Wokingham branch has gone above expectation in ensuring the item required which was not available in this store to obtaining the item at another store on my behalf. You and the staff were welcome to the small Christmas gift have a lovely Christmas and i hope you have a good pay review at our next review meeting

Appalling service , I rang to see if they had ladies black trousers and the reply was, yes we have load. When I got there 1 hour later , there were a few scattered around and that was it. I ask we’re all the trousers were and the reply was we’ve only got a few.The service was disgusting, the place was grubby and it was like walking into a jumble sale. What a waste of a trip ,I will never go there again.

This is the fist time I am giving a company 1 star on trustpilot. EWM has not telephone customer support and the courier Hermes only offers a useless digital assistant. I ordered goods on Monday 25th October. Hermes tracking says parcel was received 26th but no tracking info since 28th when it had reached a depot. EWM head office are not answering the phone either and I cannot find a complaints procedure online. Will never order from EWM again