“Was in the keswick store recently and was pleased with the help I received from the staff. Very friendly and the store looked lovely. I loved their range of ladies tshirts and the quality was great. I think this shop had the best selection I've seen in a woollen mill it took me 40 minutes to see everything. Love it and will be back.”
“Was given a beautiful cashmere sweater as a Christmas gift. Now, just a year later the sweater is badly pilling despite following all laundry instructions. Wrote to the company who offered nothing in return. Very disappointed in what was once a reputable company to sell cheap products at an expensive price and then not to stand by them.”
“Went to EWM Jedburgh.
I didn't buy anything but sorely tempted by some lovely stuff .(if I hadn't just paid a car repair bill .) But will be back.
Went in cafe.
Rachel Brown who was serving was absolutely wonderfull.
Working on her own she gave me a glance ,be with you on a moment ,as she put bacon on the grill .I said you carry on but she wizzed over taking my order for a macchiatto which isn't exactly on the list.
So took order . Put Hot water to warm the cup, then popped to the toaster to put down tea cakes, while tea cakes toasting set off my drink dripping into the cup,while it was dripping put bacon on a roll ,put tea cakes on a plate ,took that to a customer and came back just as the dripping stopped
Put me some lovely foam on the espresso and I paid
Noticed her do the same with soup as next person's drink was " cooking"
A lovely friendly attitude all round but the coordination to keep people's orders moving was a joy to watch.
I used to work in cafes ,kitchens and this coordination was one of the enjoyable things for me . I'm older now and can't put two thoughts together in a day let alone within seconds of each other !
So well done Rachel ,skillfull and welcoming .The coffee was good,deep and rich.
A nice experience.”
“I am very happy and satisfied by the quality and value for money of the products .I now have to shop online , and the company is sadly let down by the courier of their choice . I recently paid extra for ‘ express delivery ‘ the initial email told me it would be despatched ‘ Hermes next day , with a tracking number , that came up invalid , which of course could be explained , Evri is now the company name ,when I tracked it on Evri it came up delivery 2-4 days which to my way of thinking is standard delivery . Why did I pay in excess of the standard delivery ? I shall refrain from future orders online until a more reliable courier is employed !”
“My friend and I had a lovely day trip to St Andrews, and when we saw that there was an Edinburgh Woolen Mill on the High Street we were elated.
Unfortunately this happiness didn't last long, as an abrupt manager who wasn't helpful at all,and had the manners of a person who couldn't care less spoilt our shopping experience.”
“Shopped for years with this company, when I found out how they closed stores,treated staff and what a money grabbing lot Phillip Day and his cronies are vowed never to shop there againever”
“Maidstone Notcuts branch. A shame the store doesn't let you out of the shop unless you have brought something. It was nice to look arround and I thought of buying a coffee from the shop nexdoor but was informed I could not. So I returned to the garden center and did the shorter route back to my car. Its a shame as so many businesses are relying on passing trade. Next week when I return to collect some shoes from another shop I will use Cotton Traders as I was informed they do allow passage. One is left befuddled as to why Edinburgh Woolen Mill was struggling with their financial position when the Karen's who work there are so healpfull and have such good customer service skills that promote repeat trade! Not!”
“DO NOT USE THIS COMPANY!
I placed an online order on the 5th November 2023 and the money was taken. I have not heard anything since so completed the online form on the 24th November and had a receipt. I have still not heard anything or received the clothes I ordered and when you call the number an adviser is never available. Today you are just told no one is available try later.
I tried to complete the form again today and it is not working. It looks as if they have gone into administration and/ or they have appalling customer service.”
“I visited Edinburgh Wool Mill store in Abergavenny today, usually a good store to visit but not today.
I picked up several tops from the sale rack with sale tickets attached, I chose a suitable one & went to the checkout & was charged full price.
I then stated it was half price & showed the assistant the sale rail & several identical items marked half price. She abruptly replied she couldn't honour the price because it was a NEW item & staff had made an error putting them there.
No apology was given.
My husband noticed that three of the staff remaind near the checkout chatting about holidays while I looked at the sale items.
Their time would be better spent putting their clothing in the correct places at the correct price.
This visit was unpleasant & a total waste of our time.”
“Visited the Keswick store and was greeted by two staff members, both pleasant and very welcoming. I spent ages in the store looking for a dress to wear and bought a couple of t shirts and my dress, so much choice and nice and cool on a hot day. Enjoyed my visit, Hayley served me and really friendly on the till.”
“Went into EWM today to buy shoes following recommendations. After a few minutes browsing Wendy M approached me asking if I needed any help. She was very approachable and went the extra mile to find shoes for my extra wide feet. I purchased one pair and she has ordered another pair for me with no obligation to buy
I was very impressed with her excellent customer service.”
“I bought 2skirts from you today, The staff were talking about a personal problem but they did not even acknowedge me until they told me what the price was,. I told them it would be nice if they paid attention to their customers and they tutted in response. I appreciate that £64 is not a huge amount but I expect better to be treated like a customer and not a casual bystander to a fairly inconsequential event.”
“Went on holiday and went into EWM on Keswick and bought some lovely items. They had ladies tops on BOGOF and t shirts on a 2 for £22 offer. The shop looked nice and the staff were friendly. I was helped by a lady called Julie who was very obliging. Love this shop.”
“Highly recommended.Extremely happy with purchase of two cashmere jumpers for my Wife, totalling £224.10.Arrived promptly in just two working days.Beautiful designs and coordinated colour schemes.Even got a 10% discount as a new Customer.
My firm advice is to buy from EWM if you know your size and exactly what you want otherwise suggest you don't bother.I note that the majority of gripes are from Customers returning goods for a full refund the complaining when not forthcoming 2/3 weeks later.”
“I went to buy a pair of gloves, the lady was very helpful, the gloves were one size but some were wider than others. She kindly found a pair wide enough then said to me if you buy two pairs you get a third pair free or a hat, I said ok I will have the extra gloves please, not the hat, we found the second pair then looked for the third pair.She found the third pair wide enough but they were two pounds dearer, she said you will have to pay the extra two pounds. I said fine.
We stopped looking and she went to the till. When I got home I realised she had charged for all three pairs, two at six and one at eight pounds. No free gloves.
I went back to EWM shop with the receipt and said I bought two pairs of gloves at six pounds and should have had a free pair. I believed I should have paid £14 not £20. 2@£6 and the £2 surplus on the 3rd pair
The lady called the manager.
What a terrible fuss she made, held up the other customers. Said many people don’t want the free offer, and spent ages trying to tell me I was in the wrong! I said well most people in their right minds would want the free offer. And I would like what was offered .
I showed her several receipts of previous purchases but she said I don’t want to see them. She had no interest in customer care whatsoever.
She did a wonderful job of putting me off ever going into that shop again.”
“Bought what I thought was a £100 gift voucher that turned out to be a evoucher. Asked immediately for it to be changed and rather rudely was informed by their Custmer Services to refer to their terms and conditions that states evouchers can only be used online.
This is no good as the recipient does not have Internet access. Its not as if I'm asking for a refund just a change from evoucher to gift card.
SHAME ON YOU EWM
You made no effort to help in any way.
Avoid this company”
“I bought the lovely-looking grey stars mule slippers less than four weeks ago but some of the stitching started coming undone almost straight away and now the soles are splitting open, such a shame because they looked beautiful.”
