Empire Supplies Ltd Reviews

Name: Empire Supplies Ltd
Address: Empire Supplies, Meyer Building, Wirral International Business Park, Riverview Road, Bromborough, Wirral, Wirral
Rating: 4.39

4.4 Rating 897 Reviews

85 %

of reviewers recommend Empire Supplies Ltd

4.4

Based on 897 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 89%
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, Meyer Building, Wirral International Business Park, Riverview Road,
Bromborough,
Wirral
Wirral
CH62 3RH

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Empire Supplies Ltd 5 star review on 19th May 2025

Anonymous

Anonymous // 01/01/2019

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

“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.

“Sorry to say the quality of Stainless Steel is not good as we have staining after just three weeks of use. Now impossible to replace as it's in the floor.”

Helpful Report

“The reveiw should show no stars. Unit delivered promptly thank you. Initially worked well but after a short time, stopped maintaining the set temperature. After checking all was in order at our end, we called our engineer in to check it over, in case our staff had done anything stupid. He diagnosed it as leaking coolant, he was unwilling to test and repair it as it is a sealed unit. I called your customer services who told me it was a parts only guarantee, I explained that it was a major fault and that I wished to reject it, she insisted that I get an engineers report. Paid for engineer to report and sent it off, after three weeks an engineer from the manufacturer attended and agreed with my engineers report. He wanted to take it apart in the middle of the kitchen during service, we told him that was not viable. Your representative then told us that we hadn't allowed the engineer to inspect it, an absolute lie. The manufacturer accepted responsibility but by then we'd bought a replacement. It looks like we'll have to go to court to get our money back. The freezer is still safely stored in a garage awaiting.......”

Helpful Report

“Ordered a replacement lock for a cooler. Great service whilst ordering. Lock received promptly. No instructions on how to remove old lock and replace. Have messaged twice and had no response. They are happy to take your money but lack customer service skills. If someone could let us know how to replace that would be great. It would be even better if they refunded us the money we paid in good faith for something that appears a layman cannot fit themselves or send someone out free of charge to change the lock - although we now need a second lock as that one disintegrate not long after receiving the new one!”

Helpful Report

“Shocking customer service. Tried relating my issue to buying a car which couldn’t fit a table in ? Glasswasher which doesn’t fit pint glasses in. ? Best to avoid, will never use or purchase via this company again.”

Helpful Report

“I paid £2,300+ upfront for a Lincat propane Salamander grill which wouldn't be delivered for five weeks. At the end of the five weeks I was contacted and told that in fact Lincat no longer manufactured the grill. I later found out it had been discontinued at least twelve months ago. So not until five weeks after I paid you money did you inform me I would not get the grill. The refund was promptly paid back a couple of days later. But to add insult to injury I have just received an email from you asking me to review my new purchase, and you hope I'm enjoying it!!! Why did it take five weeks to pick this up? It smacks of your organisation taking my money and sitting on it as long as possible before placing the order with the manufacturer!!! Got a different make of propane grill from another supplier from order to delivery in five days. Says a lot.”

Helpful Report

Hi Siobhan, thank you for taking the time to leave a review. We are sincerely apologetic that the level of service we provided on this occasion was far from satisfactory. We aim to provide excellent customer service and so it is of deep concern that these standards were not met in your customer experience. Your satisfaction as a customer is important to us, and we will ensure this does not happen again. The email regarding the feedback is an automatically generated email that is sent after a certain amount of time so we do apologise for you having received this as well.

“Bought a glasswasher was delivered faulty machine was duped and not signed for, they are refusing to replace or refund. Terrible dompany.”

Helpful Report

“DO NOT PURCHASE ANYTHING FROM THIS COMPANY!!! THEY ARE FRAUDS”

Helpful Report

“Absolutely terrible company! No customer service, as soon as they have your money they simply don’t care”

Helpful Report

“Customer service diabolical, there is none! Don not purchase form this company unless you want faulty items”

Helpful Report

“Rude customer service, item arrived faulty and refused to give a refund or come and collect them item to see for themself. Item wasn’t cheap! Would not recommend”

Helpful Report

“Terrible, company send faulty goods and will not replace”

Helpful Report

“Shocking company - sent faulty fridge and refusing to replace or refund. Fridge arrived not working!! Have had to get my bank involved”

Helpful Report

Thank you for your review, Emily. We would like the opportunity to investigate your feedback further. Please could you contact me at customerservices@empiresupplies.co.uk with your order number? We’ll work with you to resolve any issues as quickly as possible.

“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.”

Helpful Report

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

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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.

Empire Supplies Ltd is rated 4.4 based on 897 reviews