Empire Electro 

I ordered a £185 microwave oven that should have been delivered within 3 to 5 working days. 4 weeks later still no delivery. I have sent two emails asking for an update and both have been totally ignored. Avoid this bunch of clowns like the plague
After posting this review they phoned me using same contact details they say were incorrect and said thy would sort delivery but asked that I take down this review. Not a chance poor dishonest customer service staff.
Typical reply blaming customer. You need to find a new line of work

The price of the new Rangemaster Range Cooker we ordered was very good. Communication from the sales team at Empire Electro was very good too. It was delivered and installed directly by the supplier, was an easy process and will be recommending them to my family and friends.

100% this company is a scam. Item never arrived. Just consider, if site is legitimate, given the cheap prices there would be more than 68 reviews over the greater than 2 years, it has been on Trust Pilot.
Update, the company is good at telling half truths, to make them sound legitimate. They only “cancelled” the order after saying it was out with Royal Mail for delivery, and supplying a tracking number, which was obviously fake.

Placed an order for a Panasonic microwave costing £184.99 on may 11th and after
the usual confirmation email straight after...nothing.
Contacted customer services a week later and after they said they would check with their warehouse and get back to me .....nothing.

Doesn't state on the website as I said to Sarah in customer services whether in stock or out of stock ..

Today emailed again asking for a refund ... as we need a microwave and can't keep waiting , hanging on with no response , one way or another.

Let's see what the response is .

Disgraceful! 5 months of being led on, £950 out of pocket, constantly chasing and not always getting replies to emails unless I keep pushing. Item showed to be on 2-3 weeks lead time when ordered, this then became 5-6 weeks, and then over 16 weeks. In March (11 weeks after placing the order and paying for it) an email came to book the delivery slot which finally got booked for tomorrow, ie 24th May. I booked a day of work for tomorrow to accept the delivery and to my absolute shock, literally just now, upon checking the tracking information I can see that the delivery date got changed to July! Nobody bothered to inform me about this or ask if it’s acceptable. Quite frankly no this is not acceptable anymore! This company will be reported to trading standards. Stay away from them!

Edit to respond to Empire Electro’s comment:

I have not been kept informed which can be proven with a full email trail where you can clearly see it is me periodically asking for updates and either not getting any replies or, on follow ups, simply being told the item is delayed. First I wanted to find out if the item would arrive within the 2/3 week delivery window as advertised at the time of sale and when I purchased the item. Even when the item did not arrive on the last day of that window, nobody had the courtesy to email me about the delay. Basic customer service would require informing customers that the item wasn’t arriving within the delivery period and informing them of the new estimated delivery dates. Instead I had to email myself and was told it would be delayed till the end of February. What followed was a month of no further correspondence until I emailed on 26th February to check the order status just to receive a response on 27th February saying “Just looking into your order and I will get back to you shortly”. Haven’t heard back again and was forced to email on 4th March and then again on 16th March to finally get a response on 18th March saying “Samsung have confirmed that the stock will be with us w/c 20th May, totally understand this is not ideal and empathise your frustration as you have already waited a while but they definitely are coming in and you are the top of the list for the allocation.” The day later I got a text message and email through which I could choose my delivery slot with 24th May being the earliest and that’s what I picked. At that point I assumed the issue was sorted and even though not happy to wait for so long I was at least glad to have a date confirmed. What you call a “special order” item kept being sold on the website with 3/4 weeks delivery lead time as can be seen even today. Indeed nobody forced me to keep the order however when on 19th March my delivery date finally got booked for 24th May I obviously wasn’t looking to cancel as I had a date set in stone. With regards to my email on 9.45pm on 23rd May - of course I gave you the opportunity to reply - but it doesn’t mean I shouldn’t review your company based on my whole experience. Even if you had replied first thing on 24th May that would had already been too late don’t you think? You changed my delivery date from 24th May to 2nd July literally after 9pm the night before without informing me about it at all. I only found out as clicked on the tracking link to see if any timeframes got published. Surely this is where your company is massively lacking and that’s where your focus should be directed to rather than questioning my honest review of your appalling customer care. May I also emphasise that you still have not responded to my email from 23rd May…

Ordered a hob and fridge from Empire Electro 4 weeks ago. When I ordered it said the item was in stock and would deliver within 7-10 days. After receiving no communication for a week or so, I then had to chase every few days to get an answer on when the items would be delivered and nothing. They then told me the items were out of stock and that I would have to pay £90 for the newer models of the fridge and hob, which I found so insulting. After some back and forth they agreed to be ‘out of pocket’ and cover the additional fee. Again no answer on delivery date, with me having to proactively chase every day for answers, which is not the service I expect.

I then find out they can’t deliver until June 3, a whole 7 weeks after I placed my order which massively delays my kitchen plans and costs me money.

I only ordered from them as it said the item was in stock. If that hadn’t been the case I would’ve gone elsewhere. I feel their website should’ve been clearer that the item was in fact not in stock and given more honest leadtimes. I am now in an impossible situation where if I order from someone else it will take 2 weeks and I am again missing my kitchen installation date, which costs me more money. Very dissatisfied.

Been 14 days since order.
No order number, no email confirmation, my e.ail not recognised when trying g to log into website.

I'll be issuing a charge back to get my money back.

Unsure how they have so many 5 star reviews.

Very disappointing and frustrating experience. No truthful updates, fobbed off with excuses and emails ignored. Delivery times on website are 5/10 days, still no delivery communication from this company 26 days later.The delay of this order held up a renovation and still no refund, despite several requests.

13210

Response to reply from Empire Electro:

The bank holiday weekend was a few days ago. The order was placed 10th March! .. Awaiting refund, hopefully I won’t have to wait another month

After being “scammed” by a Company called Appliance People, we took a leap of faith and ordered an oven from Empire Electro. This Company restored our faith in buying on-line, they couldn’t have been more helpful. Really lovely Customer Services Staff kept us informed all the way to delivery of our our purchase. They are an excellent Company, with reasonable pricing and true to their word. I would recommend them to anyone and can’t thank them enough for their service.

Messages left were answered promptly and queries were looked at quickly and resolved. Delivery did take a little longer than advertised and I did have to chase up when delivery would be but I also got my item at a really good price so it was worth it. J would definitely recommend the company snd use again.

I’ve currently been waiting a month for a refund of £615. I’d ordered a sink which turns out wasn’t in stock so asked to cancel the order and have my money returned. Found it very hard to get through to speak to someone and no replies via email. My last call I mentioned going to my bank to retrieve the money back and was told to do that by the lady at empire electro rather than them holding their hands up and returning the money to me. The reason for 2 stars is because I had ordered 2 sinks, one arrived on time when listed however I won’t be ordering from this company again. It appears to be a regular occurrence after reading reviews that people struggle to get their money back. I’m a trade customer and would like to have been recommending this company but unfortunately not.

Great service from ordering to delivery, order on Wednesday morning, delivered Friday lunch, proper 5 Star service … well done!

Excellent price and speed of delivery. Would appreciate a little more communication about delivery.

Second time I have bought of these guys in the last 6 months, always friendly and informative

ordered at lunchtime, delivered at 7:30am next morning!

Very good sales staff excellent service very good delivery and item well packaged.one downside was pricing lower on google but higher on supplier website

Great experience from start to finish! Ordered a new fridge freezer, the price was amazing and the delivery quick! I was also kept up to date with the status of my order. Would highly recommend!

Product ordered 28 December - delay after delay for various reason. Finally got a delivery date of 18th January and guess what - hasn't turned up. Contact with worst customer service operator ever "Sarah" and cannot now delivery for another week. Terrible customer service - DO NOT RECOMMEND at all. Now got to wait a further 5 working days for a refund.

I think their response speaks volumes about customer service. We do not need to be told not to order from them again as their customer service leaves a lot to be desired, how they handle personal data is questionable and we managed to source the item elsewhere for £160 less.

Perfect from order to delivery and everything else in between thank you Sarah

Your reply is a bunch of lies we tried calling the office number which goes through most of the time to vector mobile we called about 20 times until finally got through and you never returned any message or promise to call back, and yes proper companies would to an upgrade for free when waiting for the product over a week specially as said I paid 423 for the upgraded model which is more or less same price we paid and you wanted a further £100 any way just by brushing away reviews you wouldn't get very far