Empire Electro Arvostelua 116

Very pleased with service , and a very good price, will definitely use again

Ordered a microwave on the 27th March. The delivery time was showing as 3-5 working days. Today is 12th April and the order has not been sent yet.I have tried to call them multiple times and no one is available. I have emailed then twice and after couple of days they replied that will check my order and that there is a backlog because of the bank holiday weekend. It is more than 2 weeks now……

Great company to buy electrical appliances from, there were manufacturing issues with the microwave I had pursued but was kept informed of a delivery date very helpful thanks

Great customer services

Fantastic price

Love the product and at a great price, slow delivery time but worth the wait to save over £1000

Good company, very helpful, reasonable delivery, good courier.

A great product at a competitive price with good communication.

Product arrived in good order and in good condition. However an improvement is needed between the company and its carrier as I failed to receive the notification from the carrier that the company said I would receive. Fortunately I was in when it unexpectedly arrived.

Excellent price - well done.
Good communication & prompt delivery

The Quooker tap I bought was a much better price at Empire Electro than anywhere else I could find. Contacting them was very reassuring - they told me when delivery would be. Then when we had trouble with installation first off, Empire Electro were easy to contact and very helpful and all worked fine.

The product is yet to be unboxed and it was delivered on time.
However the claim by Empire Electro for free delivery is undermined by the delivery company Hotpoint Beko charging £25 for delivery within the industry standard of a 3 hour slot. They offer a 12 hour window.

I'm actually in shock of what has happened here. I had previously looked at reviews for this company and while i was initially concerned by the low ratings, the response from the company were always something like "You were aggressive and threatening over the phone. we do not have to put up with that so we cancelled you order". I completely agree with that kind of sentiment. Customers have no right to be abusive to customer services. It also did not concern me because I knew I would not ever be in that situation. I'm not that kind of person.
So anyway...
We ordered a range cooker in Jan and were told it would be delivered end of feb. That's fine no problem. towards the end of feb we get a call from rangemaster saying the cooker is ready but there is an issue from the retailers side. We call empire and it turns out they forgot to actually add it to their delivery system. They said they will sort it out and contact us friday last week. Monday came with nothing. They will Contact us Tuesday - nothing.

Today we call up to find out what is going on and ask to speak to a manager/owner because we keep receiving bad information. At this point the customer service person flies off the handle telling us we're being abusive and threatening and she will cancel our order. At no point in this call was a threat made or a voice raised. As I mentioned earlier I would be completely on the side of customer services in any instance of abuse from the customer.
But now I realise in all these reviews with this typical response from empire that it is not the customers being abusive or threatening, but rather unstable customer service.

No doubt empire will give some misleading response to this as they have with the others. but get this, we called rangemaster today and even rangemaster said they have had a lot of issues with empire and heard this same issue many times about them, and recommend using a different retailer.

I'm guessing this customer service rep must be a family member of the owner or something as there is no way they would be protected for acting this way in any other company.

Dont ignore the bad reviews as we did, dont believe the misleading responses as we did.

EDIT:
There it is the default response as expected. Despicable tyrants we are! Hilarious. Its good that your language is so hyperbolic because it shows to others reading this just how ridiculous you are. Complaining about your lack communication does not make a customer a despicable tyrant. When you are receiving the same feedback over and over again about your horrid customer service, it may be time to look at yourself instead of keep throwing the blame at your customers. If not you will fail as a company and consumers will be better off for it. Good luck if you decide to change your ways, good riddance if not.

Absolutely shocking experience.
I ordered a Rangemaster cooker on 4th January and waited TWO MONTHS for delivery. I never received a confirmation email, and it turns out Empire Electro failed to link my order properly to their system. Rangemaster had the cooker ready, but no delivery was arranged due to their internal error.
For weeks I was told:
“We’ll sort it out.”
“We’ll call you Monday.” (They didn’t.)
“We’ll deliver this week.” (They didn’t.)
“We’ll send you a delivery date next week.”
After months of delays and broken promises, when I raised a formal complaint, the conversation became hostile. I was told I “wasn’t listening” and that they had the power to cancel my order if I didn’t stop complaining.
Shortly after, my order was cancelled.
Cancelling a customer’s order after two months — because they complained about your mistakes — is unacceptable and unprofessional.
Avoid if you expect basic communication and accountability.

Our fridge freezer arrived on time and all as promised.
When I contacted them regarding the warranty they came back to me quickly, and with all the information that I needed.
Helpful and friendly, I would have no problem using them again and would highly recommend.

While my product was delayed for sometime, the customer service was always quick to respond along with being extremely helpfu.There was good communication.I received my item with great satisfaction.

I had to return a faulty microwave, it took 2 1/2 months for them to sort it out?
Who knew faulty goods from a well-known brand Panasonic would be so difficult
after endless emails and phone calls with them contradicting themselves. It ended up the sales team telling me I was a loser and I could f off (nice) SORRY
For expecting a professional returns policy.

In response to the comments made to my review.
The microwave cost £153.00 not £100
It was well within the guarantee period when I first contacted Empire Electro but the time taken to address the problem has taken us past the time.
Customer services told me that it needed to be returned before issuing a refund. They would arrange for the microwave to be collected. I boxed it up and waited in for the courier. 3 times! The tracking number they sent was incorrect. They said they would look into the problem...I heard nothing. They claimed that I had missed the pick ups and it was my fault. When I contacted the courier directly, they hadn't attempted delivery on any day! When I eventually spoke to someone at Empire Electro, they said that it was my responsibility to get it collected and denied everything. I did get cross at this point. I was shocked at the rudeness of the lady I spoke to and especially her final words of 'youre a loser, eff off'. I have now sent the microwave and await my refund with baited breath.
Ill let you know when I get it! Surely they can't muck that up too?

Great service from beginning to end.

Such an easy website to use, very good range and very good prices too.

Sadly would not recommend this company. I had the worst experience with them. Took over a month to deliver with me having to chase 3 times as delivery was promised and failed 3 times - excuses were poor. It shouldn’t be this hard for the customer. The effort to support a small retailer was not worth the effort.

IN RESPONSE:

I want to respond, as your reply misrepresents both the facts and my conduct.

This review was about missed delivery commitments and poor communication, not lead time alone. I ordered on 8 December. The order confirmation did not state a delivery lead time, so I had to call to establish this. I was then given multiple delivery expectations, several of which passed with no delivery and no proactive notification. On more than one occasion, no driver called, texted, or advised that delivery would not take place, requiring me to chase for updates.

It ultimately took over a month, across three failed or incorrect delivery dates, for the oven to arrive. Even on the final attempt, I was told Monday and it arrived Tuesday.

I also need to correct the claim about my demeanour. At no point was I aggressive. I remained calm and patient throughout and made it clear to your advisor that my frustration was with the service and communication, not her personally. If you believe otherwise, I am comfortable with the full call recordings to be released, as they will show this clearly.

Reframing legitimate customer frustration as a behavioural issue, only after a negative review is posted, is not appropriate and was not raised during any of the calls.

I understand small businesses value Trustpilot reviews. That makes it even more important to meet expectations or manage them clearly when plans change. Selling high-end appliances reasonably comes with an expectation of proactive communication when delivery fails.

This was not “about me”. It was about being repeatedly told one thing and experiencing another, without updates or accountability.

Worst Customer Service - I would not recommend this company based on their lack of communication and unprofessional service.

Customer service representative abruptly terminated the call in middle of conversation and subsequently cancelled my order without offering any reasonable explanation or alternative resolution.

Retaining my payment for several weeks, failing to provide any delivery information and then cancelling the order following such an interaction is entirely unacceptable and demonstrates a serious lack of professionalism and customer care.

--Reply--
At no point during the call was I aggressive or “out of order.” I remained calm throughout and simply asked reasonable questions about the product and process. I also provided feedback regarding the tone used by your sales advisor, which is entirely appropriate for a customer.

If your company considers calm questioning and constructive feedback to be unacceptable behaviour, that speaks more to your customer service standards than to my conduct.

This review was left to reflect my genuine experience. Attempting to discredit it by making unsubstantiated accusations does not change what actually happened and only reinforces my concerns about how customers are treated when they do not blindly agree.

I stand by my original review. Given the volume of negative feedback about your customer service, your response comes as no surprise.