Empress Mills Reviews 

Good experience- honestly!!

I ordered lots of material for my crafting, order was placed on 28/5. There was an information on the web that dispatch time is longer then usual (about 2 weeks at that time). On 6th June I got an email that my order had been shipped and just a few days later I had it at home. It didn’t take more than 2 weeks in total!!! Goods well wrapped.

It was my first and probably not last purchase with them. I can recommend them. I was really happy.

I've always had a great service from Empress Mills, even before online ordering! I expected a delay in my order arriving due to the lockdown and I was kept informed and I found the customer service excellent. I want to keep on supporting independent firms who have served the UK sewing community for so many years through thick and thin. These are unprecedented times for everyone.

The best advice you will read today or year, do not buy from this awful company! An order was placed and after waiting weeks and weeks, nothing arrived. Contact was made (which they do not make easy by hiding the email address and turning the phones off) and they promised to send the order very soon. Again a few weeks later and nothing, contact was made again, a rude reply was sent indicating that the company had emailed, no email was sent to me. On asking for a refund and when to expect this, no reply to two emails was received. Approximately 40 days after ordering a refund email from Worldpay was received. There are plenty of other companies providing much better customer service and shipping times than this one, save yourself the hassle and do not buy from this company.

Disgraceful and i hope they loose loads of customers.

I ordered fabric, zips and cottons nearly 3 weeks ago and paid £65.00.
I haven't received my order, I've had no apology and they have taken my money. I cannot call them as their phones are switched off. The email doesn't work.
I have no way of contacting them.

Ive ordered from several other fabric sellers and I've had a delivery within 6 days!

Utter disgrace.
How do i get my money back? I didnt use Paypal unfortunately.

I have never received such poor service as I have with this company. I ordered £65.74 worth of goods on 20th May. Having no sign of my order 3 weeks later I attempted to phone them only to find that they had switched off their phones. So I emailed them to no avail. I had missed a call from them on my mobile phone but no message had been left, I then emailed them and that fell on deaf ears. It wasn't until I threatened to withdraw my order that they bothered to phone me,again on my mobile, even though I had asked them to contact me on my land line as we have a poor signal where I live. It was to inform me that they were unable to supply two of the metres of material that I required so I asked for a refund and they said that they would dispatch my parcel that day. It was mailed to me a week later. When I opened it I was amazed to see that there was only one of the items I had ordered was correct. I had asked for thread to match each colour if material I had ordered, They sent me 3 of the same colour to match a colour which they could not supply. I had ordered a MODA fabric so they sent me a Makower fabric. They never mentioned this when they phoned me.I have now find that it can take up to six weeks before I receive a refund which is not acceptable. I paid them immediately I ordered the goods. Therefore they have had the benefit of my money for about two - three months and all I have had is hassle. I am afraid I do not accept the excuse of COVID 19 as I have ordered quit a few things online since lockdown and this is the ONLY company who have caused me any problems. Everything else I have ordered online has been delivered in under a week. STEER CLEAR OF THIS COMPANY AT ALL TIMES.

I have used Empress Mills for many years, there delivery has always been a little slow but customer services always responded and were polite.
Since they have appeared on Hochanda both customer service and delivery has nose dived. I can only assume that this is because they were not geared up to cope with such a fast and large increase in their customer base. I now rarely use them for these reasons.

I ordered two weeks ago and they took my money immediately, I ordered only a small amount and all the other haberdashery for my grandsons hoodie from multiple other companies. All said there may be delays. Within a week every single other item has arrived but my only email when I sent an enquiry was a stock reply saying how hard they were working. I wish they had been more transparent about their delivery times, reading other reviews I might as well order what I want from a company I trust. If it is 10 weeks I may have to resize anyway, very disappointed in the service. If you can’t fulfil an order, don’t take the money until you can. subsequent to asking for my goods or my money back I received an email saying my fabric was in the warehouse awaiting dispatch,
Those who write on Trustpilot are called Screamers apparently at Empress Mills!

Waited 10 weeks for order. Still waiting. No reply to several emails. Not answering phone. Do not order from them.

Given this unprecedented time, I am very pleased with the service given by Empress Mills, and the quality of goods.
Yes delivery and response times are extended, quite understandably given social distancing, the company should be commended for ensuring the safety of their people. Jennifer at Empress Mills gave exceptional customer service, thank you won’t hesitate to recommend

Six weeks, no fabric, no reply to e-mails. Very poor.

Have used this company many times and had no problems and they have great range of products. I too was frustrated on delay of my last order and lack of communication. After e-mailing on section 'orders over 14 days' I did receive a reply and my order was shipped next day. It has taken 6 weeks for quite a large order. I think to call a company 'thieves' is a bit strong and a lot of other companies have had very long delivery delays. I will certainly be making more orders from them. I think we all need to be a little patient in these difficult times, especially as demand for sewing products has been very high because of sewing for NHS

this company is a complete load of thieves they took my money I cannot get in touch with them a all
they do not keep in contact with you and I am still waiting for my order.

Please Please do not use them

Dreadful experience. It took 1 day shy of 8 weeks for my order to arrive. I appreciate it is difficult times but they were still taking new orders. Only automatic replies to email, answer machine full. No communication to let me know what was happening. I won't be using them again.

Disgraceful company took my money immediately and 3 weeks later I have had no contact and no fabric.
No way of contacting them, they don't answer their phone, you can't leave a message and they ignore all emails
Utter thieves.

Like other customers, I wish I had read these reviews before ordering. To answer one reviewers question... "what is so important?" is that I have ordered fabric and Vilene to make masks for my family and myself so that as we can stay safer when we venture outdoors.
My order was placed Sunday 3rd May (Sunday) and money taken on Monday 4th.
Prior to this, I recommended this company to a friend who ordered 2 weeks before me and she hasn't received her order either!

I only wish I had looked at the reviews before placing an order. My money was deducted very promptly and then silence, the same problems as other customers, no response to my emails or messages regarding an order placed in April. I have written a letter today in the hopes it will get some response but I don't hold out much hope.Why don't they just stop taking orders to allow them to catch up and then resume business again, I will never deal with this company again.

I’ve used Empress Mills for years. I know they are struggling to keep up right now but - hey - they are open and working while many of us have the leisure and or safety of home. What can be so urgent that we can’t wait- especially right now. At shows and online this is a great hardworking company. Let’s cut them some slack. I’m writing this because one of my orders arrived safely today and I’m grateful for it.

Don't order from this company!
Order place 28/04/20 money taken 29/04/20 and still no order received. I have tried to phone but there is a message saying this mail box can't accept messages then cuts off. I have emailed several times via their mail box and had no reply. Interestingly they don't publish their email address. I am about to starting proceeding against this awful company.
Please avoid this company at all costs otherwise you may find yourself out of pocket like me.

Ordered in April, money taken on 23 April. Still not arrived. I have telephoned and emailed but received no reply. They may well be working with reduced staff numbers but they clearly have sufficient staff to process my payment. An awful service.

Hard Working Dedicated Family Business
Always Use Them. Always Have. Always Will.
Working Through A War, Great Front Line Effort.
What A Team.