Edinburgh Woollen Mill Reviews 

I bought a Lochmere cashmere sweater - "machine washable". Washed according to instructions. From Large it has shrinked to the same size as my 3 year old grandchild. I hope he will love it as much as I did.

Fantastic customer service, i accidentally ordered the wrong item online on a Sunday, I contacted customer service the same day via online form and had a very fast order cancellation email and refund on the Monday. I then ordered the correct items and they were delivered very promptly and as described, great quality items and brilliant service.

Purchased some polo shirts on line (Canterbury store collection) that I was waiting to come back in to stock and they were on special offer. Initially they were fine but once washed, they looked and felt like the cheapest garments you'd buy from a market stool. They shrunk, even on a 30 degree wash, totally lost their shape and two suddenly had holes appeared shortly afterwards. Unfortunately I can't recommend.

Huge disappointment. Went in for breakfast. No tomatoes, no mushrooms, no toast, small eggs, cold baked beans So little choice! Been before and had everything. Today, little choice . Only thing hot was the egg they cook in the back. Won't be back for breakfast again.

If you had no stars That’s what I would use. Bought a dress £37.00. I could not understand why it was impossible to shorten this dress. So I had a good look at the insides. it would help if the waist seam was straight. That was the primary reason the hem would not be straight. By the time I had finished looking at their dress I had pictures of at least 8 yes I do mean 8 faults. But having cut the fabric trying to do the hem I thought I would have trouble trying to take it back. Oh boy have I had trouble. E-mail to customer service no reply. No acknowledgement. After 2 weeks went by I thought head office. This time I sent the dress back. I think you can guess the outcome. You’re right no reply.
This dress was signed for at their head office. So I know they have it.
I have sent an e-mail saying I have pictures of the 8 faults and I am not going to let this go.
If this dress got through by accident fine it can happen to anybody but do not ignore a customer who has a genuine problem with an article that was sold in your outlets.
I must say I was surprised by the number of 1 stars.
I have a feeling it is down to senior management trying to keep a sinking ship afloat.
If EWM sends the dress back I could use it as a lot of dishcloths. It keep me going for years

Misleading website photo, wrong length of skirt described.
Appalling customer service; despite two email contacts made () I am still waiting for a reply.
I will never use this firm again.

So…….. ended up extremely satisfied with the outcome, but it was a circuitous route to get there.
Basically, if you have any issues with an order, try to visit an actual EWM shop (usually within garden centres these days) as the staff at several I’ve visited are exceptionally helpful and do their best (special mention to the lady at Hilliers, in Horsham) - they will also give you direct line numbers for Customer Services.
I ordered a cashmere jumper. When it came, I was thrilled - it was in the sale, but the quality and feel was gorgeous, and the design unusual. Unfortunately, it still had the security tag attached, so I trotted off to the nearest EWM shop to have it removed….. except none of the shops I tried, inc EWM, had the required equipment to remove it. I even tried supermarkets! (Turns out, in the end, if this happens to you, that branches of Peacocks DO have the equipment). I was advised to return it to them (EWM online warehouse) with a clear explanatory note about it - and they sent me a returns label (RM tracked) to have the tag removed, then they would send it back. After three weeks, it became apparent that, although it had arrived back at their premises, it was “lost” in their warehouse. Although this line was now discontinued, Customer Services agreed to replace it with an almost identical type and sent it out in days. I think it was Michelle in CS who was so helpful and did everything she could to resolve the situation. Finally, albeit a month later, I finally received the replacement jumper! It is absolutely beautiful - soft and light. I hope the EWM get their online ordering issues sorted out and their warehousing, because that is the way they can get some growth - affordable cashmere is really desired by a lot of potential customers due to its warmth and wearability (not being too thick) and they have some lovely examples on their website.

The repeated emails about mega sale, "Up To 50% Off Mid-Season Reductions","upto 20 % reductions" etc are rubbish.
What they are selling is END OF LINE SCRAPS/ Wrehouse clearance lines at these prices, everything I've looked for in my (and several other) sizes DON'T EXIST at all never mind at the sale price

Wrong items sent. Tried contacted but customer service so slow I ended up returned and re ordering. Nearly a month later I’m still waiting for a refund . I’ve emailed, I’ve Facebook messaged. Communication is so unbelievably slow

I have just returned a jumper that I got for my birthday as I already had the exact same one. I only wanted to swap it for a different colour. I had to pay an extra £3.
And because of that I shall never set foot in their stores ever again.
Shame that they treat their customers like that. Hence the abysmal review ratings.

Appalling customer service. I have been told to wait up to 19 working days for a refund for 3 extremely poor quality garments purchased online. Received 2 emails addressing me as Mrs when I stated I was Miss after the first email. Can't read and can't refund it seems.

Very sloooooooooooow website. Gave up and went somewhere else.

I was given a Christmas gift by my daughter of a James Pringle sweater purchased from their Northallerton Branch. Unfortunately , and as is usual, she did not keep the receipt. On its first wash some two or three weeks later (washed according to instructions and at the correct temperature it shrunk beyond use. I returned it to the Branch on two occasions (the first the manager was not available and only they could deal with it apparently.) On the second the manager abruptly said no receipt no refund without even examining the item. No discretion no goodwill that's it! ( I am 80 yrs old and not in the habit of trying to cheat a shop of a few pounds worth of goods.)
Ok if that's the policy bear it in mind when giving any gift purchased from this shop.

Placed an order several weeks ago, bank a/c was debited immediately, finally received a dispatch notification a couple of weeks later but without a tracking no. Item has not yet arrived and it is impossible to contact anyone in customer support and there are no replies to email. Would advise only buying instore as the online experience is awful - money taken and no goods supplier

Good company, they make nice socks

Highly recommended. Extremely happy with purchase of two cashmere jumpers,"on line", for my Wife, totalling £224.10.Arrived promptly in just two working days. Beautiful designs and coordinated colour schemes. Even got a 10% discount as a new Customer.

My firm advice is to buy from EWM if you know your size and exactly what you want otherwise suggest you don't bother. I note that the vast majority of gripes here are from Customers returning goods for a full refund then complaining when they are not forthcoming 2/3 weeks later.

Terrible customer service, impossible to contact them by phone and very slow to process returns/refunds.

I returned two fleeces via Evri on 8 December 2022 and am still waiting for a refund, despite following up with emails. Even with the Christmas and New Year breaks this is very poor customer service and I won’t be ordering from them again, despite the barrage of automated emails promoting sales.

Edited 11/01/23 to say that my refund has now been issued.

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.