merchantandmills.com Reviews 7

I visited the shop in Rye today. It's not local to me so involved an hours journey. Unfortunately the fabric I liked was at its 'end of roll'. The lady in the shop couldn't do enough for me. She rang the warehouse and managed to find somebody that would cut off a length and then bring it to the shop...all within about 15 minutes and on a Sunday! I was so grateful that they had gone the extra mile for me! It makes such a difference to the shopper's experience. I have always found the staff helpful and pleasant but this was the icing on the cake! Many thanks...from a happy customer who will be back!!

Purchased some items from Merchant & Mills and had absolutely outstanding Customer Service from Maia - whose response to my queries were prompt, efficient and friendly ! Thank you Maia - you were impressive ! Ann

I have to echo what others have said about the staff having a poor attitude.
I made a trip to Rye because I needed a particular pattern in a hurry and wasn't sure the website purchase would deliver in time. The assistant (I really hope it wasn't the manager) was dismissive, had no idea what pattern I was referring to and generally I was made to think I had made the name (the Florence) up. She told me to look at the PDF patterns and see if it was in there. Having never been in the store before I had no idea where these were kept and had to ask again. Rather grudgingly she took me to the spot, (no Florence) I had planned to search for fabric there but after the rather cool welcome decided to go elsewhere.
The 2 stars (and not one )is for the online crew who sent the pattern I needed in good time. Its weird they managed to find a paper version?
Having staff who look the part (acres of linen clothing and WW2 headscarves is not the same thing as having knowledgeable polite staff who actually want to be there. I would hate to be a beginner in sewing, (there are a lot of them these days,) and enter this place. It would put me off for life!

Visited in store to browse and purchase, staff are rude and snobby, no customer service and very arrogant. Will not be recommending to friends or family. Try Vintage Bird instead in Hastings Old Town if looking for furnishing fabrics the owner is wonderful. Go online and search for dress fabrics and google lens from merchant mills site to find the same or similar! Don't spend your money with them until staff change or improve - disgusting treatment of customers who without them they would have NO business! Such a shame because styling and marketing spot on.

I recently ordered some lovely cotton jacquard to be delivered to Canada. When it arrived, my joy turned to dismay when I saw that the wrong colour had been sent. I promptly emailed their customer service with a pic of both the order slip as well as the fabric delivered and received a swift reply (within the day) that the correct colour would be sent as soon as possible. I received the correct order yesterday.

Mistakes may happen, but it is all in how they are dealt with them. I will not hesitate to order from them again as their service was courteous and prompt! And the fabric is even lovelier than it appeared online❤️

I want to commend the customer service I experienced from Chloe. I was sent the incorrect weight of denim fabric but initially I thought it my error and started to cut out my pattern. As I got further along I was so disappointed I thought to check the weight and discovered I had indeed been sent the wrong one. Having cut the fabric I didn't know what could be done, but Chloe at Merchant and Mills sent out the correct fabric at no extra cost to myself. It was an honest mistake originally, and it was sorted with no question. The fabric was great quality and I will purchase from here again.

I wish that I had never ordered from this site. The merchandise is all very enticing but so many problems from the point of ordering (haphazard and chaotic -it’s luck if you do have a smooth experience online); their website not correctly processing money through Paypal to (not) receiving everything ordered, being unable to contact them by phone and then being spoken to in a very rude and unprofessional manner when trying to explain the problems, seemingly because she was too impatient to listen (I have a problem speaking due to i’ll health and having coronavirus at the moment.)
I would not recommend this store. I certainly will never order from them again, and neither will I use any of their products sold on other websites.

Why do sales people think that they can be so rude on the telephone, when they have made a mistake themselves.