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Empire Supplies Ltd Reviews

4.4 Rating 752 Reviews

84 %

of reviewers recommend Empire Supplies Ltd

Company Reviews

Product Reviews

4.4

Based on 752 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	Greater than 85%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.1 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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Empire Supplies Ltd 5 star review on 16th May 2024

Empire Supplies Ltd 5 star review on 1st May 2024

Empire Supplies Ltd 5 star review on 27th March 2024

Empire Supplies Ltd 5 star review on 12th March 2024

Michael Lunness

Empire Supplies Ltd 5 star review on 12th March 2024

Michael Lunness

Empire Supplies Ltd 5 star review on 12th February 2024

Empire Supplies Ltd 5 star review on 17th January 2024

Abdullah Kologlu

1

Anonymous

Anonymous // 01/01/2019

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

“Dishwasher - Combisteel is utter junk. Doesn't drain, doesn't even have the ability to drain so washes everything in dirty water. Empire know nothing about the machine. Won't take it back as it's been used. All I can say is the reviews on their website must be totally fake as the one we left got removed immediately. Combisteel are just as guilty and don't give a toss basically.”

“Shocking company, received faulty fridge refused refund as it’s been 6 DAYS since delivery”

Thank you for taking the time to leave a review, Teresa. We are so sorry that your experience didn’t quite match your expectations. We do contact all customers with delivery information upon completion of their order advising you it is critical that goods are checked for damage at the point of delivery. If a driver refuses to wait while goods are checked then call us immediately on 0151 601 6220. The delivery paperwork should be endorsed accordingly and Empire Supplies should be notified immediately. Claims for damaged goods will not be accepted if damages are not reported in this way. Furthermore, our Terms and Conditions of Sale state: 4.4 All Goods shall be thoroughly inspected by the Customer upon delivery and any damages to the Goods shall be reported to Us by phone on 0151 601 6220 or by email to customerservices@empiresupplies.co.uk within 24 hours after delivery. We shall not accept any liability for any damage to the Goods or be required to provide any replacement Goods to any Customer who fails to notify us of any damage within the 24 hour timeframe stipulated above.

“customer service very unprofessional”

We sincerely apologise that our service was not satisfactory. We aim to provide the most excellent customer service and carry our business with high standards. It is of deep concern that our standards were not met in your customer experience. Your satisfaction is important to us, and we will ensure this does not happen again.

“I’m recommend any one or company to use Empire Supplies Ltd. All their products are refurbished and most of them are from the third party. The customers services are very unprofessional. This company act as a middle man , please do not use them you will regret your money in case your appliance break down under manufacture warranty.”

Dear Justin, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. I have looked into this and can see you have raised a warranty call which is being dealt with by customer services. As per the warranty conditions the unit was purchased with, customer service have organised an engineer site visit who are due to attend to diagnose the fault reported and resolve the issue for you. We do not sell refurbished units - all items are sold brand new. We do also distribute products on behalf of our suppliers, these units are sent direct from the supplier to our customers and is a very common practice. Please don't hesitate to get back in touch should you require any further assistance.

“Unfortunately our experience of buying equipment was very disappointing! with the quality of the product !. Very poorly manufactured fixing’s badly welded ( falling off) & cosmetic damage to surfaces!. Tried to contact after/sales via email & had know response ! feel once payed for no interest on their behalf to responded to any problems with the equipment. This problem may not happen to every one but we did experience this with this company after we were recommended to buy from them for quality & price?”

“Ordered a bottle fridge which was left in the box while my shop was being kitted out. Shopfitter unpacked the box and the battery units that were placed inside caused the inside glass to smash. Rang up and was told as I didnt inspect the item when it arrived it was my fault and was told either I buy a new fridge or a new door. Distance selling laws obviously dont apply which I will take further. Not even offered to replace the door free of charge. Do not purchase from here!”

Thank you for taking the time to leave a review, Scott; I am sorry to see your order has arrived in this condition. I have looked into this for you and I can see a team member has already been in contact with you regarding the door being replaced free of charge. We will pass your feedback on to our factory regarding the battery pack to avoid this happening again.

“I had brought a chip scuttle from yourselves last Nov 2021, the on/off switch blew I rang and was told that I never had part and labour in warranty. Got empire to order my part which they told me was going to come from China, I had to wait 8 weeks for my part to arrive whi h they rang me and told me that my part would be dispatched that evening, 4 weeks later no part received I call office spoke to Samantha told her haven't received my part she said she will check and get back to me she never calls back, received a letter/card from my local royal mail depot saying they have a parcel for me but I need to pay for the delivery which I already had paid to empire but had to pay another 1.50 £. Too be honest service and customer service is totally s--t will not use again and would recommend everyone to be vary.”

“DO NOT TRADE WITH EMPIRE… Purchased a pizza prep fridge lasted 14months. The seal condenser unit is leaking gas. Cost of new condenser, gas and 2 engineer call-out charges are as much as the cost of the unit. Plus all the food wastage. Customer services washed there hands of the situation. Absolutely disgusted….”

Thank you for your feedback, Aman. We are genuinely sorry to hear you were not satisfied with the service you received. I have looked into this for you, I believe you have been in touch with our customer service team and the unit you are referring to came with a 1 Year Parts Only Warranty; as your order was placed on 03 Dec 2020 this has now expired. I can see we have been more than happy to continue to assist you under the terms of the warranty that you purchased this item with – namely the aforementioned “Parts Only Warranty”, although as mentioned by email due to the warranty expiring the parts would be chargeable.

“Convection oven delivered with a fault which made it non-functioning. I alerted the team within a few hours and filled out their form as requested. Was told repeatedly someone from the manufacturer would contact me to help me resolve the issue myself which did not happen. Customer services did not respond to my emails - I had to chase constantly. I was promised an email at the end of today giving me an update on my situation and to let me know if a replacement oven had been dispatched - no such email received. Desperately disappointed with both the product and the customer service. Would never recommend nor would I buy from them again.”

Hi Katie, Thank you for taking the time to leave us a review. We aim to provide the most excellent customer service and carry our business with high standards so it is of deep concern that these standards were not met in your customer experience. I believe we have since arranged for an engineer to attend the site and the unit has been left in full working order. Arranging for an engineer to resolve the issue was the more efficient option over having a replacement dispatched to you as this would have taken a few working days. We hope that we have been able to rectify the issue to your satisfaction and that you give us another chance in future.

“AWFUL COMPANY DO NOT USE! They dont deliver next, sell faulty products ( mine has never worked right from day 1 less than a month old) want me to pay for engineers report to say faulty when sent videos and pcitures clearly stating this. Customer service department and manager a joke, do not return any calls. The company is just a rip off fraud! i am over £700 down with a fridge that doesnt work correctly... Read there terms and conditions!”

“Please read t&c properly. They accept you return and refund only 5day.”

“***AVOID AT ALL COSTS*** would leave 0 stars if it was an option! Customer services is the worst I have come across! purchased stainless steel unit, general check over on delivery (corner damage dents etc) but when I went to install there was a big dent on the underside probably caused by a forklift and empire are refusing to replace. £300 down the drain!!”

“Highly Disappointed! Appalling Customer Service! Ordered a bottle cooler and glass washer for a new store that is currently getting built. After receiving the cooler realised that we had infact ordered the wrong item - our fault we totally understand. Contacted empire, spoke to Abbey, who spoke fair and said there may be a solution if I was to follow up with some photos of the fridge and explanation of the item I wished to order. As discussed I forwarded on photos, explained I was happy to order another item if we could arrange something for the collection of the cooler I accidentally ordered. After emailing abbey I received an email from Samantha at customer service with a list of returns policies. No answer to my query that I raised with Abbey, which left me a little sour. Called this morning to discuss this with the team. Spoke to a member of the team who did not give their name. After explaining the situation I received an answer of NO. No explanation just a very abrupt NO. I then tried to explain again to be cut short with again NO. There was no consideration/customer service from this woman just an attitude that wanted to tell me I had no option but to return. Unfortunately I do not have a name for this member of staff. She was very abrupt, rude, aggressive and had no consideration for my individual needs/requirements and couldn’t wait to get me off the phone. Highly disappointed that a simple human error cannot be worked around and no help offered. It is unfortunate but we are now left no other option but to take our growing businesses elsewhere. It seems to be this company is very helpful to begin with, once they have received payment for your items they are happy and no longer want to deal with you. Avoid at all costs! Will not be using them again! Maybe they should treat the staff to some customer service training!”

“They say items in stock which means in stock with their supplier in the Netherlands. 18 days later and still no item now having to open a case with my credit card company for a refund. Cowboy 🤠🤠 outfit.”

“Ordered a fridge last November, was working fine until a couple of months ago. Stopped cooling made contact and got little to no response, found out i only have a parts warranty?? paid for an engineer who informed us that it was uneconomical to repair. Empire stores still wont replace the fridge and have ordered the parts that are due in 12 week??? Please read the reviews and order from a company that has a after service this is the worst customer service i have received.”

“Fridge delivered quickly but still not reached temperature after over a week. Despite texts, emails and live chat no response to how to fix or repair it. Still chasing but still no answer”

“would rather leave zero stars but no option! the fridge received damaged they have refused to do anything about it leaving blame with us! even have video proof of damage! would not recommend this company at all avoid! wish i had read others reviews before purchasing as now stuck with a damaged item!”

“so bad fridge, don’t buy that from this company!!! Just 5 days cool down not working! And I don’t know how to do now!”

“Horrible customer service”

“Excellent initial contact/delivery. Item on delivery was damaged and almost 2 months later it has still not been resolved and Empire are blaming the company they get the goods from rather than taking responsibility for the fact that our contract is with them.”

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Empire Supplies Ltd is rated 4.4 based on 752 reviews