Empire Electro 

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?

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.

Item worth £1400 left on neighbours doorstep. Neighbour was not at home so driver dumped it on doorstep. However I was in waiting for the goods. As driver was pulling away i flagged him down and he returned arguing that it was for next door. Finally got him to realise it was for me. Having left my parcel on a doorstep at 5.30pm open to the elements and whatever else that might of happened to it. On contacting their customer service explaining I hadn't been the one my parcel was delivered to they replied my instructions stated if I wasn't in they were to leave with neighbours. As I explained that infact I was home but driver believed goods were for next door so he clearly didn't leave it with a neighbour anyway as that would be me and I would of therefore received my parcel anyway. The rudeness of their response to me was shocking. I had not expected that a company would leave such an item on a doorstep then argue that the instructions stated to leave with a neighbour. They delivered to the wrong address plus they did not leave with a neighbour they left unattended on a doorstep. Disappointing service and rude attitude from staff.
Competitive price but comes at a different cost.

Reading the companies response to this review is comical.
Either you are adding things to cover your backs or your driver is lying to you about the truth.
It's laughable to hear you say I told the driver I was on the toilet. This just isn't true. He had already dropped my package off at the doorway if my neighbours when he was pulling away. I did not have a knock on my door. The picture you show as proof of deliver you sent to me I have and can provide which shows it is at my neighbours doorway. There is no one in the doorway to receive the parcel because they were not in and he didn't deliver to me. This is as frustrating as the emails from you as you are clearly not understanding what actually happened and you are also lying about the facts. The way you have continued to communicate with me for your mistakes is appalling and such bad customer service. I hope anyone reading this can see what an apauling customer service you have.

I purchased a Fisher & Paykel dishwasher on 03/10 based on the information on the company’s website stating delivery would take 5–7 working days. I emailed on 07/10 for an update and called a few days later to follow up. I was told someone would contact me on 10/10 with a delivery slot for 13/10 or 14/10, but no one ever did.

On 20/10, I received a message saying someone would look into it and get back to me shortly, but again, there was no follow-up. I called again and asked for a response by midday.

My mum also called on my behalf to try to get an update, but the customer service representative ended the call abruptly. When I called afterward to express concern about the situation, explain that this back and forth felt dodgy and ask for reassurance, the same representative raised their voice, accused me of being abusive, and hung up on me.

I then received an email stating that my order was being cancelled because they would not do business with me. The only positive part of this whole experience was that the refund was processed promptly afterward.

I have never been spoken to so disrespectfully by anyone in customer service before.

This company needs to be reported to trading standards. False advertisement on delivery times and then constant lies. Purchase at your own risk.

AVOID!!! I'm not one for leaving bad reviews but for this one, I think people need to know the kind of company their dealing with. Ordered a fisher & paykel hob for £929 and it clearly stated 3/5 delivery days.
After a couple weeks gone by i emailed to ask whats going on, which i received an email back saying it's not come in this weeks delivery and they will let me know...i checked their website again and they changed it to say delivery 5/6 weeks. I emailed them asking to cancel as we needed it 2 weeks ago. As emails were long i thought id call to confirm i want to cancel and ask for a refund

Ben in emails was very polite, When i called in i got a very rude lady (if you can call her that)
I explained the situation and said i have clearly been lied to about the dates it would arrive by and she was saying i was wrong and got very rude, after going back and forth on the phone she shouted at me and called me and awkward C*nt

I get things get delayed but just be honest and tell your customers the truth, dont make out that the customer is lying and then argue and swear at them

The vacuum cleaner was delivered in a timely once I got hold of Sam!
Her customer service is exemplery and on the basis of her competence and reassurance along the way I can recommend the company.

WARNING: If you need something by a specific date, look elsewhere!
Ordered Neff integrated fridge freezer for our new kitchen fit. After 10+ weeks of missed delivery dates, they cancelled my order without permission.

What happened:
✗ Ordered with 30-day delivery expectation
✗ No contact for 5+ weeks (had to chase them)
✗ Promised 20th June - never arrived
✗ Offered 16th July (10+ weeks late!)
✗ Cancelled when I raised legitimate concerns

Adding insult to injury: Same fridge now £150 more on their website.

The staff (Jo & Sarah) were genuinely helpful and tried their best. But their delivery systems are completely unreliable. Constant date changes, poor communication, zero accountability.

Resolution: Found alternative supplier who delivered in DAYS with guaranteed date.

Bottom line: Nice people, terrible processes. Don't risk it if timing matters - you'll end up disappointed and out of pocket like me!

Ordered Quooker tap on 16 June with 2-5 day dispatch. As of today 26 June heard nothing at all. No response to phone calls (voicemail) or email.
[Update following initial response] Changed from 1 to 3 stars.
Finally received a reply saying my tap would be dispatched tomorrow (10 days post order). I accept you cannot answer all calls but would suggest if you are going to miss your own posted dispatch timelines by 100% a pro-active follow up would be the appropriate action rather than silence. Given the products you sell, I imagine (as in my case) that they are part of larger projects which rely on reasonable certainty of delivery windows.
So eventually (26 June) they decided they did not want to do business with me!
Then took until 5 July to refund my payment.
In the meantime I bought the item elsewhere and have had it delivered and fitted before receiving my refund!
My bank suggested I report them for fraud - but I did eventually get my money back so I’m good. But I definitely would be careful if you’re thinking of buying from them.

Ordered 2 ovens which said delivery within 5-10 days. Delivery time was important given my ongoing kitchen refit and timings of electrician and fitters being available. Almost £2500 paid up front, then no communication whatsoever. I chased after a week only to be told it would be at least another week due to delays from manufacturer. Finally after more chasing on my part, delivery of 1 oven was scheduled, so I waited in all day, and it did not arrive. Warehouse emailed the next morning to say delivery driver had done their maximum hours and delivery would need to be rescheduled for another day! I cancelled my order of both ovens and asked for a refund. Refund took a full week to hit my account, so in the end empire electro had almost £2500 of my money for 4 weeks with absolutely nothing to show for it. Ordered both identical ovens from another supplier, and although they cost a little more, they were delivered in less than a week. Overall a very disappointing experience with very poor communication and lots of stress on my side that wasn't necessary

Purchase was a large fridge/freezer (to replace failed unit so quick delivery was important). Delivery terms were '7-14 days'; this turned out to be 'working days'.
Long saga of multiple phone calls to Electro and promised delivery times never met; days booked off work expecting delivery etc.
The worse part, however, was the final delivery (21 working days after order). I was given a 2 day delivery window with no indication of an actual time. The delivery eventually took place at 16.00 on the second day by a single driver with instructions to deliver a huge fridge freezer 'kerbside only'. A fitting end to the worst customer service experience I've ever had. Cannot recommend this company if you need to buy anything bigger than a toaster!

Unfortunately I did not have a good experience with a cooker I ordered but at least I was refunded the money.

Would give this minus if I could. We ordered a wine cooler and it was not delivered, they failed to notify us and it was only when we called them a day or so later when it failed to arrive did they claim that it had been cancelled. We had not cancelled the item and still wanted it, their customer service was incredibly poor and they did not assist. They lied and said it wasn’t them who cancelled the order when our bank confirmed it was them who had cancelled, the price on the website went up for this product and so when we asked, they promised to provide a payment link so we could reorder this at the original price but they then didn’t honour this, they have still failed to investigate/provide an explanation on what happened or let us reorder.

Updated based on response:

Please stop lying, you have barely communicated with us and haven’t bothered to do anything about this issue which we raised weeks ago. We have had to chase you for updates after you promised to investigate and when we did chase and ring up we were told ‘why should we offer you a discount when it’s not our fault’ despite the fact that 3 weeks earlier you were apologetic this had happened and the fact our bank confirmed it was actually your fault and that it was you that had stopped the payment going through. You have completely changed your tune and done a 360. You also said you would come back to us and send us a payment link but you haven’t even bothered to do that even after we said we would use a different card so shouldn’t have the same issue and the payment will go through. Customer service is shocking and unprofessional, person on the phone was rude and unhelpful.

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.

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.

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.

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.