The Edinburgh Woollen Mill - Overall Rating based on 26 reviews
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Trousers and tops
I popped into a shop on Great George St in Plymouth and the staff there were just lovely. Val, a lady working there, was a star - she helped me pick out trousers and tops that suited me perfectly and even gave me a hand getting changed as my fibromalga was playing up. The lady at the till was equally as kind, she ordered a top for me when my size wasn't in stock. Both of them were absolute gems, they made me feel really special.
Two Christmas items
I bought two things for Christmas from this store a couple of weeks ago, but my order still hasn't been processed and it's stuck on "pending". I've tried calling customer service loads of times and filled out an online form twice asking for a call back, but no one has got back to me. The lack of communication and delay in sorting out my order has made me really unhappy with their customer service. It's annoying that I keep getting marketing emails from them even though I've tried to unsubscribe. I'm really not happy with how things have gone and won't be using this company again.
Christmas gift purchase
It's absolutely ridiculous that I can't get a refund for this item I bought as a Christmas present. The website even says there's an extension to the refund policy for the festive season. But no, all they offer is an exchange or gift token if the item isn't right. It's not helpful at all. I'm really disappointed with this policy and I'll definitely think twice before shopping here again.
Skirts
I was really disappointed with my online shopping experience at EWM. My elderly mum loves their products, but I had so many issues with my order. I ordered 6 skirts, but one came wrong. I had to go through the hassle of returning it and ordering a replacement, only for that one to be wrong as well. It's just not on to have to return items twice. I emailed them about the wrong items two weeks ago, expecting a reply within 5 working days according to the auto response, but I heard nothing. Trying to follow up on the issue was also pointless - no one answered the phone and I haven't received a refund for the two skirts costing £60, not to mention the delivery charge. The customer service is practically non-existent, which is really frustrating and disappointing.
Shrunken shirts
I bought some shirts, but after washing them just 3 times, two of them shrank so much that they won't fit me or my wife anymore. I tried to get in touch with the company by email and phone, but I didn't hear back from them. It looks like they may have gone out of business, which is a shame because I used to really like their products. It's strange because Google says they still have stores, but they've all shut down in my area.
Recent multiple purchases
I've bought loads of stuff from the shop lately, some online and some in person. The clothes I got are top-notch, really pleased with everything. The service in-store and online has been fab, the staff are great.
Two ladies cotton shirts
I recently bought two cotton shirts for women from the store's website, but it turns out I got the wrong size. I got in touch with customer service to ask if they could change it for me, but they said once it's in the system, I can't alter it. Disappointed with this rule, I decided to cancel my order. I was upset to learn that the items had already been sent out for click and collect, as the store doesn't do home delivery anymore despite saying so on their website. Now, I'm stuck having to travel 12 miles to return the items and wait around 15 days for a refund. This whole ordeal has left me really unhappy, and I wouldn't recommend buying stuff online from this store. Their lack of flexibility and unclear delivery details have put me off making any future purchases from them.
Clothing items
I popped into the store the other day and I have to say, the service I got was pretty disappointing. The two ladies working at the counter were really rude and just not very friendly at all. They were quite abrupt and it honestly felt like they couldn't wait for me to leave. There was absolutely no friendliness or politeness in how they spoke to me. I just think shop workers should maybe try a bit harder to be nice to customers if they want people to keep coming back. It's so easy to just shop online instead where the customer service is usually much better. If the store doesn't have any customers, then there won't be any more jobs for the shop workers, will there?
2 for £15.00 packs of socks
I bought some socks from this shop and they came in nice packaging. They felt soft and thick at first, but when I opened them, I was a bit let down. They were thick around the ankle but thin and see-through on the foot. Also, the ankle elastic wasn't consistent - some were fine, others were too tight. It wasn't the quality I was hoping for.
Various clothing items
As much as I had heard good things about the store, my recent visit to the branch in Notcutts Garden Pride store was a real letdown. The manager there was so unprofessional and really out of line. We were at the till, and he was shouting down his phone, having a personal chat which was not just annoying but really rude to all of us waiting. I tried to suggest he take the call away from the customers, but he was so dismissive and unpleasant, saying his son's call was more important. His tone was aggressive, and the way he acted was just awful. To make it worse, as we were leaving, he made nasty comments loud enough for us to hear, clearly trying to upset us. This kind of behaviour is just not on and has really put me off. I won't be shopping at EWM again after that experience, that's for sure.
Winter coat
I bought a winter coat from this shop not long ago, but it came damaged just before Christmas. I sent it back straight away, hoping for a refund, but it never came. I tried emailing and calling many times to ask about it, but I never got a proper answer. The customer service was terrible, nobody ever picked up the phone or replied to my emails. It was a complete nightmare, and I wouldn't want anyone else to go through the same thing.
Christmas gifts exchange
I had a really bad time at that store. The customer service was terrible, the staff didn't seem interested in helping customers find the right size items. I went in to swap two Christmas presents with gift receipts but was frustrated to see there were hardly any small sizes available in the store. One of the items I needed was only online, but they wanted me to pay upfront before ordering it. Plus, they wanted me to swap the incorrect size item for another when there weren't many options anyway. It's obvious that this store cares more about profit than making customers happy, I don't think they'll last long in the retail market.
Multiple items, one needed to be returned
I bought a few things from this shop not long ago, but one of them had to be sent back. And guess what? I was really surprised to learn that if you use PayPal to pay, you have to cover the cost of the return yourself to get a refund. Honestly, that doesn't seem right, especially with all the money problems they're facing. It looks like they're treating PayPal users unfairly, and that's just not on.
Click and Collect online order
I recently had a really frustrating experience with placing an online order for click and collect at The Edinburgh Woollen Mill. I chose our local store for pick-up but got an email saying I needed to go to a store 20 miles away. I called within half an hour to fix it, but they said it was too late to change and just cancelled the order instead. The person on the phone wouldn't budge, even though it was a simple mistake that could have been easily corrected. This was supposed to be a gift for an elderly relative who can't easily get out to shop, so it was really disappointing. It's pretty clear that the EWM staff really need to work on their customer service skills and organisation. I definitely won't be using their services again.
Gifts and food
To be honest, the service we got at this place was fantastic. The staff, particularly Amy in the restaurant and Sharon in the shop, were really brilliant. Amy made sure our meal was enjoyable with yummy scones and coffee. Sharon was also so helpful with our shopping. These two ladies really made our visit special and we are so grateful to them. The whole vibe of the place was cosy and welcoming, and we will definitely come back again.
Clothing items
I had a bit of a rubbish time at the store recently. I went in there to have a look at some clothes but ended up feeling like I had to buy something before I could leave. It was a bit awkward and made me feel a bit trapped while I was shopping. In the end, I bought something just so I could get out of there, but it wasn't what I had in mind at all.
New season fairisle pink cardigan
I just bought the new season fairisle pink cardigan from the store and I'm really pleased with it. The quality is top-notch, just like the rest of the winter collection. The pink and burgundy colours on the oatmeal background are gorgeous and perfect for winter. I love that it's not tight around the waist and hips, so I can layer up when it's cold. Overall, I couldn't be happier with my purchase.
Clothing and accessories
The people working in the shop were really helpful and went out of their way to make sure I found everything I was looking for. However, I couldn't help but notice how run-down and shabby the store itself appeared. It could definitely do with a makeover to match the high quality of the items they sell. Nevertheless, they had a fantastic selection and everything was well organized.
Online purchase of two pullovers for delivery to Athens, Greece
I recently bought two pullovers online to be delivered to Athens, Greece. Unfortunately, the first order went missing while on its way, which was a bit disappointing. However, it was a busy time around Black Friday and Christmas, so I understand. I was happy that they quickly gave me a full refund. I decided to try again and ordered a second time. This time, the delivery was fast, arriving in just 14 working days as they said on their website. The quality of the pullovers was really good and the prices were fair. If it wasn't for the first order getting lost, I would have easily given them a top rating.
2 tops
i have just returned from dobbies eaglescliffe and went into the EWM , i found a lovely top and held it while i continued browsing, a lovely sales asst came and advised me if i liked this top i would love another one , which she handed to me..... she was right it was lovely , so i got 2 tops. great service, very friendly and informative. (not too pushy at all) was a great shopping experience, will definately call again, the ladies name is Jane. you should be delighted to have her on your team :-) thankyou
Review with most votes
First class
I just popped in to the Norwich dept today for a general look around. Having come across a possible jacket for my husband, the assistant Ollie was faultless and thorough in his... Read onBy: Sharon Andrews