Empire Supplies Ltd Reviews

Name: Empire Supplies Ltd
Address: Empire Supplies, Unit 1, River View Business Park Shore Wood Road, Bromborough, Wirral
Rating: 4.38

4.4 Rating 861 Reviews

85 %

of reviewers recommend Empire Supplies Ltd

4.4

Based on 861 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	Greater than 85%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Empire Supplies Ltd:

Empire Supplies was established in 2010 with our mission to supply high quality catering products at great, affordable prices. Our products range from refrigeration, cooking appliances, stainless steel fabrication, such as sinks and tables, dishwashers, food preparation equipment, trolleys, shelving, beverage machines and much more. We are also the biggest supplies in the UK of our ECO - friendly grease traps which are required in every new commercial kitchen or cafe. We are constantly growing and put our success down to; • Low Prices - We are committed to supplying catering equipment to all our customers at a low price. If you find a lower published price on the same terms, we will try our best to beat it. • Customer Service - We take hundreds of orders every day, and our specialist teams have been trained to give every call and order the attention our customers deserve. • Next Working Day Delivery - We pride ourselves on next working day delivery on 95% of our items.

Visit Website

Phone:

01516016220

Email:

feedback@empiresupplies.co.uk

Location:

Empire Supplies, Unit 1, River View Business Park Shore Wood Road
Bromborough, Wirral
CH62 3RQ

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Because my freezer me find broken and I talk some body she told me send photos and we sent photos but still 10 days nobody contact with us”

Helpful Report

“Ordered 2 items from this company for next day delivery I explained that with regards to delivery it wasn’t possible to have someone available for the 10 hour slot given to me (8am-6pm) and I was asked to call at 9am on the morning of delivery for an estimated time as they would contact the delivery drivers I was very impressed at the ease of ordering and quality of service and specifically chose this company as they are fairly local to my business and wanted to use a local company during the coronavirus pandemic. I duly called the following morning only to be told that they don’t give out time slots and they can’t call the delivery company and offered no help at all, the lady then went on to blame her staff member for telling me to call on delivery day by saying she shouldn’t of told me this. I asked if maybe I put a note on the door to ask the driver to call me when they arrive as I only live 5 mins away but I was told they would not do this either. Now I completely understand that due to covid19 staffing levels are down and staff are having to work from home etc making it very challenging for businesses but I have learned during this crisis that it helps if you go above and beyond to help people with customer service and courtesy, none of which were afforded me when I called Empire. I would like to note though that I called APC delivery and they were extremely helpful, despite not having a consignment number and gave me an approximate delivery time for my items so thank you to them for going above and beyond to help us. Dreadful customer service from Empire and if we need catering equipment in the future we will go elsewhere”

Helpful Report

“Purchased a hot cupboard from here and it only heats up from the middle shelf upwards. From the middle shelf downwards stays cold. Messaged the company straight away the weekend I received the item about the item being faulty but had no response. Called them twice and spoke to 2 different people who said I will receive a call back but still no response. Emailed them and still no response. Have gone through PayPal and emailed them and still no response so have disputed this through PAYPAL. Terrible customer service. Do not deal with this company. Disgraceful!”

Helpful Report

“Because they leave it outside on a Crete and if u can’t get it in your stuck also if u want then to take it back they charge you it’s a complete joke and I will take this further”

Helpful Report

“It wasn't delivered on the day it was supposed to. You then cancelled the order without our consent. You deducted 25% from the refund and you have not refunded the cost of the couplings.”

Helpful Report

“Delay in the delivery Not being kept update Having to call almost daily to inquire about my order Order cancelled 10 days later Staff on the phone require more customer care training”

Helpful Report

“Low quality product and service. Avoid”

Helpful Report

Hi Tanes, I'm sorry to read your review. I have spoke to our Customer Service team and, apparently the item you purchased didn't come with the valve that should have been included. Apologies for this. You requested a return which we have agreed to but we would have been more than happy to send you the valve that was missing next day. Kind regards, Debbie

“1. The item that I was sent was not as advertised. 2. I had to pay £10 to return it. 3. I have had no response, since returning it, and am left in the dark as to when I will get my money back”

Helpful Report

“I ordered a fridge seal. I was told it was on back order so I waited. I received it after 35 days. It didn't fit. I asked for a refund or a replacement but they stated that as I didn't get back to them within 28 days I couldn't have one. It would have been impossible for me to get back to them within 28 days as I didn't receive it until 35 days after the order. I am trying to get a refund via my bank. I'm going to stick with Nisbets in future.”

Helpful Report

“Returned a display fridge, as it was the wrong one. A shelf had been cracked whilst unpacking it and we were advised that we would have to cover the cost of this and the cost of delivery to return it. We were informed that we would be refunded the difference. We were happy for this to happen. However, we have been waiting since May (after the fridge was returned) for the refund. We have emailed and rang several times, but have had no response. Really poor customer service. Considering we are a school and every penny matters, it's shocking!”

Helpful Report

“We were extremely dissatisfied with our recent purchase from Empire Supplies. We ordered a commercial fridge to the value of over £700. The item was delivered by a pallet company (a day later than scheduled) who refused to stay until the item had been unpacked, and demanded that the item be signed for so they could leave. We asked for clarification at this point that we were ONLY signing for delivery and NOT signing that the item was in a satisfactory condition i.e. not damaged etc. The delivery driver confirmed that this was correct. Upon unpacking the item, after the courier had left, it transpired that it was very heavily damaged. We have attempted on many occasions to speak to someone at Empire Supplies regarding this. On the phone we were told that as we had signed for the item they would not consider any damage claim. Upon explanation of the delivery drivers confirmation that we were not signing for condition, only delivery, we were met with 'that's not our problem'. We then sent an email to Empire Supplies containing multiple pictures of the damage caused to the item. We were sent a very short reply to say they have forwarded the pictures to the courier for comment. That was almost two weeks ago and we are yet to hear any further. The customer service received by Empire Supplies was frankly disgusting and we will never use them for future purchases. If asked by anyone else whether to use Empire Supplies we would emphatically say definitely not!”

Helpful Report

“Ordered a dehydrator on Monday. Phoned on Tuesday to check when it would be delivered and was told Wednesday. Had a despatch email Tuesday saying it had been despatched. It didn't arrive Wednesday so rang today (Thursday) to be told it isn't even in stock. The lady on the phone was very polite but I still consider it poor organisation when told the above on the phone and via email.. Now I have to wait for our money back 'as it can take the bank 3-5 working days to process the refund' So I'm without a dehydrator and without my money. NOT IMPRESSED”

Helpful Report

“Bought a commercial toaster that made a noise from day one. After 6 months the noise got so loud our guests were complaining. We contacted Debbie in sales and she refused to exchange the toaster and refused to give a refund and refused to give us the contact details of her MD. Reply from Debbie to our complaint was as follows: On 21 Aug 2019, at 12:44, Debbie Sevile wrote: Hi Andrea Tucker, this is purchased under a parts warranty and as such you would need to get out some to assess the problem please Debbie”

Helpful Report

“Bought an ice machine from this company. It arrived faulty. They've refused to resolve it demanding we pay for an engineer to issue them a report so they can charge us to fix it. Customer service told us 'the consumer rights act doesn't apply to us' been hung up on & when asked to speak to management was refused. Worst experience of a company I've ever had. Pursuing action with ombudsman. Avoid at all costs. No customer care. If your product arrives faulty they will rob you of your money.”

Helpful Report

Hi Laura. I am writing in response to the review that you have left. I initially spoke with you first and explained that your machine had a parts only warranty, which is the policy of many commercial suppliers. You stated that it has never worked but it was ordered back in May. With a parts only warranty, you have to call out your own engineer and then once the diagnosis has been made, we can then send out to you what part is required. Our Manager is on holiday at the moment, hence why we could not put you through to anyone, also we were trying to help you move forward but you swore at a colleague and this was not acceptable. I am sorry if you feel that we do not have customer care, that is one area which we pride ourselves on.

“no instructions on assembly or cleaning has started to rust”

Helpful Report

“Goods still not delivered, every day this week they have been phoning me to delay delivery to the next day. when i mention thats what you said yesterday its then always promised for next day without fail!”

Helpful Report

“Very poor service.. paid for goods as agreed plus extra delivery charge to ensure delivery on specific date. In be known to me the customer they use a 3rd party to supply the item.. I wasn’t made aware of this.. they are just the broker. The order wasn’t placed on the system of the supplier they use until 4 days later. I was left with no chiller in a sandwich bar.. and have had to close my business for them next 2 days due to this. I am still waiting for the new chiller. Empire were not interested in solving the situation on to receive my monies 4 days prior. Their customer service was disgraceful. I would not use or recommend this company to any one within the food industry.”

Helpful Report

Hi Claire, thank you for your comments, however, I would like to dispute them. When you originally placed your order with one of our staff, you in fact specified a date and that was in fact forwarded to our suppliers straight away. I think the confusion lies with the fact that the couriers tried to book in with you the day before your delivery - this was not when the order was done - and they got no answer. They will not deliver to an address without booking in first. This is why your delivery was a day late. I did in fact try to explain this to you yesterday but you hung up on me without letting me explain.

“I won't be using Empire again. Order no 17458, you did not have a hot cabinet in stock, so you refunded the amount, but did not refund the VAT on that amount. Another order, an dosing pump was not delivered, this was notified, but there was no refund, no delivery, no explanation, no follow up at all.”

Helpful Report

Hi Jennie, thank you for your comment regarding the refund, I have checked our sagepay and you were in fact refunded the VAT, I shall email you a copy of the transaction so you can see. Also regarding your other query, I was not aware of the issue regarding dosing pump. Can you email me on louise@empiresupplies.co.uk with that order number and I shall look into it for you.

“The reason I ordered for the next day delivery is been 2 days so far I don't know where is my delivery very rubbish service”

Helpful Report

“After 4 months item has damaged, I know that it is under warranty so I sent info on 16/04 to customer services but no one reply till now, then I called up to customer services and she said she is going to request a manual and send to me, this is ridiculous. Very poor customer services!”

Helpful Report

Empire Supplies Ltd is rated 4.4 based on 861 reviews