Empress Mills Reviews 

Ordered a sample over the phone from someone who seemed professional. A week later still not delivered, rang twice and was told it had been despatched and date was given. Ten days later I had notification from bank of payment taken for sample, rang and enquired and was again told it was sent a week previously. A further four days later the sample arrived with a bank receipt dated the date of bank notification, proof that it wasn’t despatched when I was told on the occasions I rang. I don’t appreciate being lied to or taken for an idiot.
The sample was as I’d hoped, so ordered the material required. I paid for second class postage and it arrived when expected.
The material is generally nice quality however it does have a flaw in the middle (fortunately I’ve managed to work around but not the point).
Wish it had been a better and more professional experience.

I was initially disappointed with the lack of communication and slow delivery however having emailed to chase my order I received a reply within ten minutes.

My order was then express posted and I received it the next day as promised. It appears to be excellent quality and value for money.

If at initial order it was communicated that they were awaiting stock then I would've given 5 stars.

I tried to order from this company via their website.
There was an issue on their side and my order didn’t go through.
The following day I received an email stating the aforementioned and if I would like to order to contact them.
Which I duly did that morning (Thurs), on ordering I specifically asked if the order was going out that day.
I was informed it was in stock and if it didn’t go out that day it would definitely go out the following day (Fri).
If they had said it would be longer I would have gone elsewhere.
I paid 2nd class postage, Royal Mail states 2nd class is 3 working days. So, from the telephone conversation, I expected my order to be with me by Monday or Tuesday at the very latest if posted on the Friday.
7 days passed, so I rang to enquire where my order was to be told that it wasn’t sent out until the Tuesday!
What the girl on the phone didn’t / couldn’t seem to grasp was that my order had sat with them for 5 DAYS before being sent out, despite being told it would go out the following day at the latest. The girl on the phone kept blaming 2nd class postage but couldn’t grasp that they had held my order for 5 days and had assured me that my order would be dispatched within 24 hrs.

Very poor and disappointing service, especially after chasing me via email for me to order from them.

My advice is don’t order from them.

Disappointed! Website says they try to dispatch orders between 1-4 days. 7 days later and no communication to say my small order has been dispatched.

I have placed an order 5 days ago and until now no communication or email telling me when it’s going to be dispatched!
Just avoid them!

Absolutely brilliant, having used Empress Mills several times now, I cannot fault them whatsoever. When things are delayed I am notified as such and packing / delivery could not be better. I have bought fabrics, threads, scissors and other items and Jennifer, Jordan and Christine and the rest of the team have been lovely...I especially love the cards left on the package telling me who put the order together as that gives it a nice personal touch that you do not get anywhere else. Yes things get delayed sometimes but that is inevitable when they are dependent on suppliers themselves. Nothing to fault at all, lovely people to deal with and a great team. I shall be ordering again later this month, very happy to do so.

I ordered products, shown as available on the website. It took a week before Empress said they didn’t have the product. I was asked if I was happy to wait (I wasn’t as it was needed by a specific date, and no prospective delivery date was given). However I asked whether other colours were available, gave my order of preference and asked them to send whichever of those was available. I emphasised it was getting increasingly urgent and I needed it within the next week.

2 of my next 5 choices were also out of stock (need a better website!). Then told they couldn’t post until Monday. It was Friday afternoon, a small package, and quite honestly given I’d waited 7 days before even being told my purchase wasn’t available I’d have thought someone could have put it in the post on Saturday. However I really needed it, so accepted that.

I wait another week and the package never arrives. I tried to contact them again by both email and messenger (they never did reply on messenger). Eventually I gave up, ordered at greater price from another supplier, and emailed again asking for my money back.

The refund was processed but at no stage did they apologise for not actually sending the replacement package at all!

Lesson learned - Google reviews shows this as a good company, but clearly those suffering poor service leave feedback on this site! I’m doing both.

Shocking customer service. This is the 2nd order where I have had to chase its whereabouts. One email, one message and 15 days later still no sign of my order.

How do we get hold of these people for a refund!!!!!

Do not use if you need prompt delivery.

If it could be 0 stars I would! Placed order almost a week ago, no delivery confirmation, when I chased i was told it was awaiting processing, what the hell does that mean. I only ordered 2m of fabric, how long does it take to process that.
I've ordered from several companies, including companies outside of the uk, never waited this long, going to order from elsewhere, which I advise anyone to do, and see were this goes.
Update: well it finally arrived, I can only say "it wasn’t worth the wait"
For something they claim, exact words from their website "Complete Light Blocking Protection" up against the window it is partial light blocking at best! Oh well you learn from your mistakes.

Today, I received my fabric sample from Empress Mills and was both surprised and disappointed by its size—it was merely 1 inch wide and 12 inches long. I had anticipated a piece large enough to display the entire pattern repeat, enabling me to properly judge the design and quality before deciding on a purchase.

The tiny sample failed to reveal how the pattern would look when repeated, making it impossible to accurately assess the fabric’s appearance or suitability. With a larger sample, I could have evaluated both the repeated design and the overall quality far more effectively. This experience left me feeling that my money was wasted.

Although I understand there are costs involved in providing samples, I would have preferred to pay more for one that served its intended purpose. Based on this experience, I won’t be ordering from them.

I ordered some wool batting for a quilt which did not arrive so contacted Empress Mills who informed me that Royal Mail had marked it as Delivered.They were very understanding and promptly sent me a second dispatch.A long story short,Royal Mail had lied about delivering the parcel.
All the way through this Jennifer handled this matter in an exemplary manner and so I give them 5 stars

What a shame there isn’t the option for 0 stars!
After waiting 17 days from ordering to arrival - the ironing board fabric arrived like it had been folded by a child - completely crushed up - a right mess. I will now have to try and smooth it out before I can use it and clean it because it is grubby on all the edges.
This is the worst service I have ever had from an online order.
I wonder what excuses they will dream up!

Scammers, advertise 5 metre boxes of velcro tape, order 50, they send 10 and say they sell by the metre. scam artist's, AVOID!!

Phoned last Friday to check when my in stock products should be shipped if I placed the order then, they missed the dispatch day quoted so I emailed them Weds am to ask if I could pay to upgrade the shipping to express (order was still "processing"). They upgraded it free for me. Everything has arrived as it should, really well packaged. Very pleased.

Communication was excellent after querying the delay in despatching. Everything I received was great. Just goes to show not every bad review is worth trusting.

Wish I'd read the reviews before ordering. Placed an order, after 2 weeks not heard a thing, chased them and informed that 1 item (the main one I wanted) wasn't in stock. I cancelled the order a week ago, chasing my refund, keep on being given bullxxxt from them.
Joke of a company.
Avoid

Agree with latest 2 reviews. Order placed 6 days ago and heard nothing since. Requested 2nd class delivery but not had a notification that the order has even been processed, No reply to my email and no reply requesting a call back. Not happy. Wanted to support a British company but had to resort to Amazon.

Order placed a week ago, no dispatch email, no response to my emails or messages on various platforms, tried ringing and no one answered the phone. I’ve now emailed and told them to cancel my order as I needed it soon, but I suspect I will not have a response to that either and will be approaching my bank to get the money back.

Awful experience, there are plenty of other small businesses selling the same products so I strongly recommend people find alternatives to order from so they might actually receive what they ordered.

I will update if I ever receive a response or my order!

Placed my order, six days later - NOTHING! Needed these items but no despatch advice, no response to my email and no-one to answer my telephone call. Appalling service, totally not acceptable! Avoid if at all possible.

They are Scammer
Ovoid buying
Ordered 3 months not received and not refund