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Empire Supplies Ltd Reviews

4.4 Rating 734 Reviews
84 %
of reviewers recommend Empire Supplies Ltd
Company Reviews Product Reviews
232
 Metrics Info
4.4
Based on 734 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Next Day
On-time Delivery
Greater than 91%
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
Read Empire Supplies Ltd Reviews

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 27th March 2024
Susan Hastings
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
Damion Spencer
Empire Supplies Ltd 5 star review on 17th January 2024
Abdullah Kologlu
Empire Supplies Ltd 5 star review on 25th December 2023
David Petherick
Anonymous
Anonymous  // 01/01/2019
Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Stephen
Verified Reviewer
“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.
Djalale Mouerri
Unverified Reviewer
“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.
Anonymous
Unverified Reviewer
“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
Anonymous
Unverified Reviewer
“DAYLIGHT ROBBERY! Beware this company and the extortionate 25% restocking charge applied to any returns”
Helpful Report
Abdul
Verified Reviewer
“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?
Anonymous
Verified Reviewer
“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.
Anonymous
Verified Reviewer
“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.
Anonymous
Verified Reviewer
“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.
Rawdon Hayne
Unverified Reviewer
“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
Nicholas Roffe
Verified Reviewer
“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
Anonymous
Verified Reviewer
“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
Anonymous
Verified Reviewer
“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
Siobhan Hunter, Quatt Farm Shop
Unverified Reviewer
“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.
Gwyndaf Jones
Unverified Reviewer
“Bought a glasswasher was delivered faulty machine was duped and not signed for, they are refusing to replace or refund. Terrible dompany.”
Helpful Report
Anonymous
Verified Reviewer
“DO NOT PURCHASE ANYTHING FROM THIS COMPANY!!! THEY ARE FRAUDS”
Helpful Report
Anonymous
Unverified Reviewer
“Absolutely terrible company! No customer service, as soon as they have your money they simply don’t care”
Helpful Report
Anonymous
Verified Reviewer
“Customer service diabolical, there is none! Don not purchase form this company unless you want faulty items”
Helpful Report
Anonymous
Unverified Reviewer
“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
Anonymous
Verified Reviewer
“Terrible, company send faulty goods and will not replace”
Helpful Report
Emily Taylor
Verified Reviewer
“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.
Empire Supplies Ltd is rated 4.4 based on 734 reviews
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