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

“Severn Trent will not accept the 12l automatic grease trap. we run a small commercial kitchen with a single sink which the product is made for but is not suitably compliant. After phone call to empire all they did was say sorry and would i like to buy the larger unit. Please check with water authority before buying!”

Helpful Report

“Do not buy a freezer from this company after sales service is non-existent, I could not find a technician to repair a P2 fault, Empire could not tell me what a P2 fault was, guarantee is parts only, after only a few months I have had to scrap it, the temp shown by appliance was always colder than the actual internal temperature tested by probe which never reached -18c”

Helpful Report

“Our 3 Yr old freezer which has been only used in a domestic setting stopped working our engineers contacted empire to acquire parts and was given an email address in China who took 7 days to reply and are unable to provide the information to aquire the parts. After sale service is terrible. If you need a freezer for a commercial premises my advice is DO NOT BUY FROM THIS COMPANY.”

Helpful Report

“hello guys really dont belive i bought this company 3 grill cookers few more , when you buy custumer service very friendly but when some have isue or foulty after few months custumer service wasnt friendly sadly they tell you story i had still am waiting last few monts part. i never ever buy againg from empire and i really dont recoment anyone”

Helpful Report

“They took to long to answer the call and then the item still not arrived after 2 working days. Not recommended”

Helpful Report

“Bought and paid for a fridge that couldn’t be shipped to my area. All forms of communication requesting a refund are being ignored”

Helpful Report

Dear Ciaran, Thank you for your message. As per your review, I have looked into your case and can confirm that my colleague replied to your emails on August 22, 2023, and August 23, 2024. As explained in those emails, due to Brexit regulations, our couriers require an EORI or GBI number for exports to your area. This number is necessary for customs clearance, and without it, we are unable to proceed with the shipment of your goods. We are still able to deliver to your area, and obtaining the required number is straightforward. You can complete a short form that takes approximately 60 seconds to fill out, which will provide you with the correct EORI/GBI number needed for customs. Once you have the number, please forward it to us, and we will ensure that your order is processed and delivered promptly. Thank you for your cooperation, and please let me know if you need any further assistance. Best regards,

“Omg really guys dont waste money for this company last 6 weeks i am waiting someone help what i bought equipment from empire suplier please dont waste any money the workers talk very nicely but they dont help never again”

Helpful Report

“I spent nearly 4 k last 1 years this empire company.i have problem with grill now but3 weeks noone help , they are ignoring you . Last 3 weeks they waste time waiting them sort out problem but they dont helps . i do not recoment empire catering anyone i wish i didnt both anything from them”

Helpful Report

“Avoid Avoid Avoid buying anything from this company. I have bought a fryer and they send it very early morning without any slot time or just let me know after raing them to redelivery . They said you have to pay for delivery or you have to pay 25% of the order to cancel the order and the stuff was very rude and they put the phone down they don't have any experience Or Respect for the customer.”

Helpful Report

Thank you for your review. I am sorry to hear that you're unhappy with the service provided. I've looked into this for you and I can see that you missed the delivery and as per our T&Cs any failed deliveries will incur a redelivery fee and canceled orders will incur a 25% restocking fee - this was explained to you during your call to our office - the fee is charged by the supplier, not Empire and this is to cover the return fee to them as the couriers will charge them for that.

“So sorry but you have bad service after saling about your products and take long time for contact”

Helpful Report

Thank you for your review. I'm really sorry to hear this, please could you contact customerservices@empiresupplies.co.uk so that I can look into this further?

“Received a bar fridge which had a big dint which looked like it was from a fork lift. Just got blanked, not happy”

Helpful Report

“Never had an issue until I purchased a Prodis glass washer, which on first day of use a button fell off, and then totally stopped working within 2 months or purchase. Only the parts are covered under warranty.”

Helpful Report

“Delivery driver ( Andrew ) must not have had any customer service training, very rude person, left an old pallet at roadside outside of property, he stood and watched while I lifted a 65kg item and refused to help, even when he didn't have to go indoors. I even put the old pallet on the van for him and he took it back off, its still lying at roadside where he left it, I had to forward the CCTV on to get someone to get it moved. God help this company if they are all like him. Even the person I spoke to on the phone knew exactly who I was on about when leaving feedback, so he must be a regular when it comes to complaints.”

Helpful Report

Good Afternoon Stephen, I am sorry to hear you had a bad experience with the courier service delivering your order. We use a third-party courier and would like to look into this further, please can you email customerservices@empiresupplies.co.uk and the details & we will look into this further.

“I bought my fried gas machine 10 month ago, and is not working anymore when I called they said get an ingénieure to check what the problem.”

Helpful Report

Hi, I am sorry you are disappointed and have rated 1 star. If the unit you have purchased was bought with a parts-only warranty, unfortunately, it doesn't cover labour, so the cost to get an engineer to attend the site and look at the unit. The labour cost would have to be covered by the customer.

“Hi Just want to give anyone who wants to buy a product from this company a heads up so they know what kind of company they dealing with. I bought a grill from Empire and the grill didn't work ( one burner didn't work) from day one , I got in touch ,to customer service and explained it and ask to replace it with a new one as it wasn't work from beginning, the lady I was talking to was very aggressive and was shutting for a reason that I don't know the reason, then passed me to another department , which was event worth than the first one and refused to replace or repair the grill. so they gave me a faulty grill that didn't work from day one so obviously the grill hadn't been tested, checked before send it to the customer and refused to do anything for their failure literally they just sell product and don't care if it's work or not and don't get any responsibility”

Helpful Report

“DAYLIGHT ROBBERY! Beware this company and the extortionate 25% restocking charge applied to any returns”

Helpful Report

“The customer service is very poor. Sold me a fryer that is less than year old ans plug was burnt and nearly caught in fire and the safety cut off didn't work . Very rude lady on the phone.”

Helpful Report

Hi Abdul, we are very sorry to hear you had this issue with your unit. Please can you contact customerservices@empiresupplies.co.uk with your order number so we can look into this further for you?

“They don’t care their customers. You have to pay minimum 25% of your purchase , if do you want to return any product which you bought from Empire Supplies. You don’t have right to get all money back even if you return it a perfect original packaging without opening. Please read their terms and conditions before order any product from Empire Supplier Ltd. I did this mistake I am very regretful. They put me in a hard situation in my company. They are selling the items online but their rules are just protecting themselves they don’t care their customers.”

Helpful Report

Hi, we are sorry to hear you are unhappy. The 25% restocking charge is as per business to business T&C's, unfortunately, once the unit has left the warehouse and if it is no longer required there is a restocking charge payable.

“Pie cabinet arrived. It never got near the temperature that it was meant to . Food was cold. Empire Supplies then went out of their way to make it impossible to either get a refund or get it fixed. They demanded a report from an independent electrician. We got one at our own expense who stated by email that the thermostat was faulty. Empire Supplies then said that they would not accept an email but needed the report on headed paper. the electrician produce one and then Empire Supplies demanded that the electrician state why he thought that this was happening. He had clearly already stated that the thermostat was faulty. Empire Supplies will keep this going until we give up because they are a rotten organisation”

Helpful Report

Hi, we are sorry to hear you have had an issue with one of our pie cabinets. - When you purchased the unit, it came with a parts only warranty - meaning if a part fails we will send out the part to you - but to determine what part has failed you will need to get an engineer to site. If you have sent over the report to customer services, we can certainly look to send out a new thermostat for your pie cabinet. - If you still require the part, please email customerservices@empiresupplies.co.uk and we can get this sent out for you. Thankyou.

“Product did not work properly. It never got to the required temperature to keep the food hot. Customer Services were not interested in putting it right. They demanded that it was checked by a qualified electrician at my expense. I did this and got an email from him saying that the thermostat was faulty. Customer Services refused to accept this unless it was on headed paper. They have done and are still doing everything that they can not to live up to their responsibilities.”

Helpful Report

We are very sorry to hear you haven't been able to get a resolution to your issue with your order. Please can you email customerservices@empiresupplies.co.uk for urgent attention, along with your order number and we can look into this for you & resolve this issue ASAP.

Empire Supplies Ltd is rated 4.4 based on 861 reviews