Empire Electro Reviews 154

The following is a timeline of events in dealing with Empire Electro:

20 Feb 25 - Order placed for One x Samsung Hob. Item was shown to be in stock. I received confirmation of receipt of payment and the order.

26 Feb 25 - I called the customer services requesting update on the delivery as no further emails received. Informed that the item was over purchased by the customers and the item will arrive at their warehouse on Fri 28 Feb 25.

Mon 03 Mar 25 - I called customer services - informed my item will be delivered either Tue/Wed 4/5 Mar 25. I requested that the despatch info and courier details are emailed to myself.

Tue 04 Mar 25 - I called customer services requesting the despatch information was informed that my delivery will now be Fri 7 Mar 25. I requested despatched email with the courier tracking number.

Wed 05 Mar 25 - I received an email from the sales department stating the item will be delivered on Friday 7 Mar 25. No tracking or courier info provided. I called to request this information and informed it will be sent via email, Was also informed that the driver will call the night before or on the day of the delivery.

Fri 7 Mar 25 - No email or courier info received. Called and requested that they confirm that delivery will be today and that the courier details/tracking number is emailed. I also informed them that the kitchen fitter was booked for the next day. Informed that the item is out for delivery and the warehouse will email the courier and tracking details.

Concerned that this was a similar response as previous I decided to read the negative company reviews on Trust pilot. I had previously only read the positive ones as they did out number the negative (80 % positive 20% negative).

I noted a similar theme in the negative reviews. Customers chasing delivery dates and promised delivery dates been missed. I was also surprised by the customer service response which was very overly aggressive and not customer satisfaction focused.

I called again asking for the tracking details as they still had not been emailed. This was approximately 70 minutes after my last call. I apologised for chasing again but also mentioned that I had now read the negative reviews on trust pilot and I was concerned that my experience was very similar to other customers that had chased delivery information.

At this point the company representative tone became aggressive and insisted that we should go through all of these negative reviews. I suggested that maybe they should focus on providing the tracking information. The representative insisted on going through these negative reviews. I obliged and read out the first negative review At this point, mainly as I was not intimidated by the representative aggression, I was informed that I was not the only customer they deal with and I was in the wrong calling them to chase up my order.

When I again asked for the tracking information I was abruptly cut off and informed that they are cancelling my order and will refund my money. I thanked them as they ended the call.

I immediately received an email informing me they had cancelled my order and I would be refunded. Approximately 18 minutes later the warehouse department sent an email saying my item was out for delivery. No courier or tracking information provided.

I have tried to stick to the facts but I will finish off with a personal comment. I served 29 years in the Army, I'm very good at keeping a level head and remaining calm when faced with aggressors. I have seen a tactic used by various persons in hostile and neutral environments. They will resort to overly or passive aggression when they are questioned on their actions or are caught in the wrong. This is an intimidation tactic in order to cover their actions. It is disappointing when it appears that this company has adopted this tactic in relation to customer service.

Date of experience: March 07, 2025

Excellent service from ordering. Just one thing: the delivery said Thursday but came Friday afternoon, was notified of the delivery date though. Other than that, would order again.

Date of experience: January 03, 2025

Cooker arrived as described, when they said it would, and it is fantastic really pleased and highly recommend

Date of experience: January 07, 2025

After being let down by the last company, Sam and his team were a pleasure to deal with they couldn't do enough for us, what made it even better we managed to get our cooker at a better price too. Thank you for all your help.

Date of experience: January 28, 2025

The item I wanted was apparently in stock so I placed an order. After I'd made payment, I was told it was out of stock and would arrive in 2 weeks. After 2 weeks there was no sign of it and no confirmed delivery date. The company never answered the phone and were slow to respond to emails. In the end, I cancelled my order.

Date of experience: January 13, 2025

I would recommend Empire Electro to all my friends and colleagues without hesitation.

Date of experience: February 17, 2025

Fantastic service from Sarah. Helpful and considerate sorted my order without any fuss .

Date of experience: December 19, 2024

Fantastic all round service , from sales to delivery. Would defo recommend

Date of experience: February 17, 2025

Ordered a Neff Extractor online at the best price I could find with 7-14 day delivery quoted. Our builder then advised us he needed it within 7 days. I rang Empire Electro and the sales person I spoke to was really helpful, and rescheduled the delivery for 3 days time. The driver rang me as promised when he was en route, and was also very friendly and efficient. A very positive experience and I would happily use this company again.

Date of experience: February 06, 2025

I had a good experience dealing with Empire Electro, got a good deal on my appliance and the only criticism was a lack of communication after the order regarding delivery. Having said that when phoning calls were always answered and the operator was pleasant and efficient, with the product being delivered in good time.

Date of experience: February 10, 2025

No information regarding any deliveries until I chased up. Then no delivery on stated days. I chased up as nothing from delivery company or Empireelectro. One outstanding item promised for today -chased up again by myself- no delivery. A call promised by 4 pm regarding an update whether available - nothing. I have now asked to cancel the order online as )unable to contact by phone as office open until 3pm today apparently - I presume I will have to chase this too. Absolutely no proactive management of order or subsequent problems.

Your response below is the quickest to date.your call was actually 16:58 as logged on my mobile.itlasted 2 minutes when you put the phone down mid conversation- I still don’t know if item was ever received to your warehouse.

To sum up, ordered 13/01/25. When I checked up informed delivery would be January 27th or 28th. Nothing received and no contact. When I contacted you I was later informed driver had exceeded legal driving hours and returned to base! I was not informed. Rearranged delivery and 2/3 arrived 3/2/25 . Further contact to you remaining item due in to warehouse on 6th so delivery due 7th.
7th - rang and left voicemail at 10:17 and followed up with email at 10:21 to check delivery was going ahead. Called back by Empire electro at 13:23. Discussion that delivery to warehouse would be 2:30, unable to ring before 4pm with an update as to whether available therefore agreed this and stated if not available I needed to get the item from elsewhere and ensure a delivery date whilst kitchen fitters here. No call. I rang and out of office voicemail on. At 16:26 I emailed to cancel the order and request a refund and stated I thought this was poor customer service. I then received your call at 16:58 to dispute this.

I will leave reviewers to decide if arranging to have someone here on 4 separate occasions, with me doing the chasing for non arrivals and a lack of update or calls as promised for an outstanding item, on an order just under £1500, coupled with your terse response on this site, is good customer service.

Date of experience: February 07, 2025

Watch out , I have purchased extractor back in OCT and because they couldn’t deliver it on time i have to cancel the order . I have recieved the email confirming full refund on same day . Well i thought refund will be done etc . Now after 3 months i was going through my transactions and realised they never initiated refund

Update after reply :
Yes , but you never actually refunded the money. There is no refund shown on my bank account

Second update: surly I have checked my bank statement before leave feedback here, nothing to do with my bank as they have not received money from you.3 months and still no refund is not coincidence!!!!

Third update10-02: they just made refund and has appeared on my account today 10/02 means they didn’t refund despite refund confirmation email and just did after 3 months..

Date of experience: February 06, 2025

Ordered a Neff canopy on 7th January 2025. No communication until i emailed to enquire when my product would be received. On 31st January 2025 i eventually received an email response from Liv to say that it would be delivered today (5th Feb 2025) and i would receive a time confirmation either the night before or on the day. She stated she had made an error on my order previously. These things happen, so i was hoping to receive it today as promised. It is now 3pm, nothing received and having just logged onto my online account find that the order status still says processing. Have tried to call numerous times and all you get is an answer machine. Still awaiting a call back.
I read reviews prior to ordering, which all seem fine.
I dont know what else i can do. They seem to have taken my money with no interest in supplying the product. I cannot speak with them, they make promises they do not keep. I have just advised them that i now have no alternative other than to contact my bank for a recharge due to lack of supply of goods, and to contact trading standards to report their conduct. I am sad it has come to this. My advise - avoid placing any order with this company
UPDATE - really rude lady called me back and said `that as a customerer you arectotally over reacting by asking where your order is` - Despite my online account still saying `processing` she tried to tell me it was out for delivery today - but could not give me an update. Aparently their own driver? She thought telephone calls and emails remaining unanswered was acceptable as aparently they `cannot keep emailing customers`. She told me that she would recall the driver (considering they are in Harrogate and i am in the midlands i find that to be questionable) and that she would refund the money. I now have email confirmation of the refund but will wait to see if the refund actually arrives. Honest take from her totally unbelievable attitude is that she only did this becuase i was going to report them. Stated that when i ordered it said 3 week delivery - it is now more than 3 weeks from 7th Jan. So she changed that to 3-4 weeks.
Good luck if you order from this company!

Date of experience: February 05, 2025

Very helpful and professional, very competitive pricing on their Quooker Taps. Great communication, delivered within the 1 hour window slot I was given, would use again.

Date of experience: January 08, 2025

I would like to say a big thank you to the team at Empire Electro, especially Ben. My Rangemaster cooker was delivered bang on time. Both Price and Service was excellent.

Date of experience: January 07, 2025

Great choice of appliances at great prices. Incredibly helpful and knowledgeable sales team. Would recommend them highly.

Date of experience: January 09, 2025

Excellent service, extremely polite and precise.

Date of experience: January 14, 2025

The items we ordered were delivered to our home on time on the day we requested so that our builder was ready. The multi buy saving was an extra bonus. All good … thanks

Date of experience: July 11, 2024

I could not be happier with the service I received from Empire Electro. They offered next day delivery, but I was not in a position to take it, I booked it for 2 days later. The delivery driver was very helpful, quality product at very affordable price would highly recommend thanks again

Date of experience: June 24, 2024

Really great experience, no fuss! we bought a new Hotpoint washing machine, the guys came and removed the old one and fitted the new one for a small fee! Prices were reasonable and the machine has been working a charm! Could not recommend them more … fantastic all around!

Date of experience: January 03, 2025