Edinburgh Woollen Mill Reviews 

Terrible customer service !!
I am still waiting for a refund for an item sent back on 17/12/22 I have emailed and I got sent a generic reply they received my email and would respond within 5 days that’s was about 2 weeks ago ? but still no answers no one answering the phone and still no refund very disappointing and frustrating I should not have to chase a refund like this dreadful service !

We live in Devon and were visiting Ena Mill in Atherton during a busy, very cold pre Christmas period with family. After weeks of looking we saw the perfect sweater for our very fussy son but they didn't have the right size. Enter employee of the year KATH who explained that after she'd unsuccessfully searched stock we could order it. This would arrive after we returned home so she suggested she ring other stores. She eventually found one near to her husband's work. This was arranged for him to collect, her to bring in and us to collect the next day. This was going above and beyond and we were super impressed. We asked for Kate's name so we could acknowledge her unbelievable kindness. This will definately be the go to store for us when visiting relatives in future. Thank you Kate.
PS The sweater was a real hit! As were our other purchases.

Sadly not impressed. Used to be such a good company. I have to rely on online purchases now. No refund from an item sent back before Christmas. Website malfunctions and orders twice and no answer to phone calls.very disappointing on what was an excellent company.

Asked to try on a couple of tops in the Southport shop. Gave my feedback to manager , that the 10_12 was too small and the 14_16 too big. I said I wish they did a 12_14. Woman could not have cared less. Dismissed my comment as could not wait to get back to chatting to the other assistant !!!!! . Very unimpressed!! Be careful EWM Southport. The shop was empty except for me. If you are not careful you will be having more time to chat with your mates and no job when the shop closes like all the other ones in lord street !!! 😠

Disgraceful, belittling and patronising customer service in store. Would not refund a pair of slippers bought as a Christmas present for my 96 year old mother who is registered blind and is housebound. I have made a complaint via citizens advice ce as no one answers the phone at head office.

After wearing their country socks twice I had to throw them in the bin because of holes. Tissue paper would last longer. Do not buy as they are rubbish.

impossible job to contact them and if you finally do, appalling customer services. still waiting for a refund for an item.

Perfect service. Lovely staff at customer services do anything they can possibly can to help and get you the items you need and process your refund without having the goods back. They courier is the biggest problem they never get the returns back on time to them and still go out their way to refund you.
If ever over your 10-14 days returns period call customer services with your tracking number of your return and they get this done instantly. Clothes are beautiful made so happy

Bought what I thought was a gift card that turned out to be a evoucher. Asked to exchange the two but very unhelpful Customer services started to refer me to their terms and conditions that stated you have to spend the voucher online. No good to me as recipient has no access to Internet. Terrible attitude towards a genuine mistake and it was not as if I wanted the money back just an exchange.
£100 is a lot of money for elderly people and now Customer services are ignoring my contact.
Shame on you EWM!
No wonder you lose customers and close stores
AVOID THEM AND GO ELSWHERE

Visited Bath and was very disappointed.
The store was very cluttered no room to take my husband in in his wheel chair had to leaved him outside!!!
One person on the till with a queue of 9 people - 2 walked out then I followed - there were 2 queues - I asked where the end of the queue was a someone said it was a Zip queue??? So no organisation at all!!!!
Never seen such bad organisation before and I have been in Stores from the top of Scotland to right down south.

I returned some tops from an online order on 8/11 using Evie. Received confirmation from Evie but no refund for £110 or communication.
Unable to speak to anyone by telephone. No replies to my emails.

This used to be a good company to deal with. Staff in stores so helpful.

I would have returned goods to a store but they have all disappeared within reach.

UPDATE
Pleased to say that they have finally answered the telephone and say refund will be made shortly.

Their PJs are so warm and comfortable I didn’t want to get dressed this morning!

Have just returned from the Bakewell store and received absolutely first class service . Rebecca not only located a cardigan in a smaller size for my elderly mother. But when I mentioned it was for “Christmas jumper day” in her care home, my mum can’t wear jumpers (she can’t raise her arms) and I was really struggling to get a “Christmas cardigan “ she personally gave me a brooch of her own. I was absolutely overwhelmed with this ladies generosity and thoughtfulness. I will 100%,most certainly be shopping in this store again.

Very bad customer in-store service (concession in Notcutts Garden Pride store) from the EWM manager who talked very loudly on a personal phone call at the till in front of customers and a colleague. When I suggested he take the call away from customers he replied that the call from his son was more important. His tone was rude, abrupt and bordering on aggressive. As we walked away he made audible comments about us that carried across the shop floor. Won’t be shopping with EWM anywhere again. Would give no stars if possible.

What a treat to find beautiful clothing that fits.i moved away from South coast where I had the store to shop in. Then, I remembered, after searching for ages that I used to shop at Edinburgh Wool. Perfect. Thank you.

Returned one package on 5th October via Evri. Emailed EWM on the 21st about my refund. I still havn’t heard from them, so 3 weeks and still no refund. I will NEVER use them again. Going to try and claim from Paypal account.
UPDATE
I had my refund from EWM, they said the parcel was still with EVRI but refunded. I now can’t get any info on the parcel tracking so i presume EVRI lost it. Still won’t order from EWM again, their refund process is far to slow, even under normal circumstances.

I ordered a jumper online first time using this company unfortunately it was to small so had to send back for a refund this is where the problem is still no sign of refund two weeks on put me off ordering from this company again that’s for sure.

Visited Edinburgh woollen mill within Hilliers at Horsham yesterday afternoon and had exceptional service from the lady working there. She was extremely friendly and really put herself out to help. Just wanted to let the company know that she deserves to be very much valued.

Excellent shop in Keswick. Bought a Harris Tweed jacket and waistcoat and totally love it. Sandra was so helpful and I loved the shop so glad they reopened it.