Millbry Hill Reviews

Name: Millbry Hill
Address: Mount Pleasant Way, Stokesley Business Park, North Yorkshire, Mount Pleasant Way, Stokesley Business Park, North Yorkshire, North Yorkshire
Rating: 4.72

4.7 Rating 4,468 Reviews

93 %

of reviewers recommend Millbry Hill

4.7

Based on 4,468 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

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Millbry Hill 5 star review on 25th March 2024

407

Anonymous

Anonymous // 01/01/2019

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

“The wrong item arrived and they wouldn’t do anything about it so I’ve had to keep it. Terrible service. What happened to them customer is always right’? Will never use this company again as can’t risk another expensive incorrect order. Got the correct product easily elsewhere.”

Helpful Report

Hi Kerri, Thanks for taking the time to leave a review. I can confirm we have thoroughly looked into this and have looked at the chain of emails that you have sent. From the investigation we have found that what we have informed you is indeed correct. You have received what you have paid for and there was no technical error on the website and we have advised you this. Kind Regards, Millbry Hill.

“Not happy with how my Holland cooper coat arrived stuffed into a plastic bag - no inside wrap - bag arrived ripped too. Having bought from Holland cooped before I know this should have been nicely presented in a box and I was expecting the same luxury service from this stockist - disappointing 👎”

Helpful Report

Hello Miss Fisher, Thanks you for taking the time to leave a review. Im sorry to hear that your disappointed. I can confirm that we have looked into this and we can see that you have spoken with management and have discussed this matter. As per your conversation with management, we had sadly ran out of the boxes we use to send out the more expensive clothing items. Kind Regards, Millbry Hill

“I have used millbry hill for years and I have never had any problems. My order was not dispatched for weeks, it did state that delivery could be a few weeks but that was after I paid for my goods. What frustrated me more was when I called to find out where my order was a few days after the expected arrival date I was given the lady told me " oh yes your order was dispatched this morning" that was a complete lie as I got my dispatch email 5 DAYS later. It would have been better if I had been told the truth about my order then maybe I would have understood that they had been busy. Not great customer service!”

Helpful Report

“My parcel was meant to be delivered on the 14th September. It is now the 21st and it still hasn't arrived.”

Helpful Report

Hi Gabriella, Thanks for taking the time to leave a review. I believe you have been in contact with our customer services and i can confirm that the reason your parcel is delayed isnt actually a fault caused by ourselves. The courier is unable to deliver this parcel as the incorrect delivery address was inputted at the checkout. We have since obtained your correct address and have supplied this to our courier company and as advised, they will get this delivered for you ASAP. Kind Regards, Millbry Hill

“Still waiting for some chicken feed I ordered on 6th September and no sign of imminent delivery as tracking just says Label Created. Have been told I can’t cancel order as has been despatched!”

Helpful Report

Hi Amanda, Thank you for taking the time to leave a review. I can confirm that this issue has been resolved with you this morning via our customer services team and they have happily offered either a refund or a replacement and you chose to have the refund. We are sorry for any issues, sadly at the moment the couriers are delayed and this order looks asthough it has become lost or damaged in the Fed-Ex system. Sincere Apologies, Millbry Hill

Helpful Report

“I ordered a pair of breeches for my boyfriends birthday and he wore them for two days riding out and they ripped”

Helpful Report

Hi Abbie, Im sorry to hear your boyfriends breeches ripped. If you want to take a picture of the fault and email it to sales@millbryhill.co.uk we are more than happy to help. Kind Regards, Laura @ Millbry Hill

“Very poor service - I was posted the wrong rug, then I was inconvenienced to have to return this rug before the correct rug could be sent ...only to be refunded rather than the correct rug posted! Hardly a hassle free purchase! No compensation for any of the hassle and my time in emails, on the phone or packaging the wrong rug and queuing in the post office! Not to mention the delay waiting of the rug I ordered to arrive! Very poorly handled.”

Helpful Report

“I ordered a pair of slippers size 7. On arrival I could see before taking them out that they were very small. They were a size 4, despite the box being labelled as a size 7. Clearly the products aren’t checked when being packed, for damage, marks or against the order details or this would have been noticed. I called and was told to return them; they hoped the remaining pair of size 7 in stock would be correct - no apology or effort to call me to confirm whether I’d be getting a replacement pair in the correct size, or a refund. I’m still waiting to hear or receive a replacement. Not the level of customer contact I expect - this is an opportunity to demonstrate great customer service, to show they care and to convert me to an ambassador who recommends to friends by putting things right and maintaining contact and updates on what’s happening.”

Helpful Report

Hi Jemma Thanks for taking the time to leave a review. Im sorry to hear that the slippers were in the wrong box. I can confirm that your return was only received on Friday afternoon up to the returns department. We are in the process now of trying to locate the correct size for you and obviously getting these disaptched for you. As advised, we will contact you when this has been rectified. We should have an answer today but our returns department does not work weekends. Hence no response as of yet. Kind Regards, Millbry Hill.

“They sent my parcel to the wrong sorting office it was redirected twice this was my first purchase with this company. and will definately my last!”

Helpful Report

Hello Karen, Thanks for taking the time to leave this review. However, i would just like to advise you that the parcel ending up in the incorrect depot isnt actually our mistake. I can appreciate your frustration with this situation, but as advised this was a mistake via the courier. All we do is send all of the parcels to our local depot (sorting office) and they will then direct them to your local depot. Kind Regards, Millbry Hill.

“I placed my order on 9th August. Still have not received it (27th August) despite much chasing. Not impressed.”

Helpful Report

“My order was not delivered on time. yet I had paid next day delivery fee.”

Helpful Report

Hi Fandwell, Thanks for taking the time to leave a review. However, we are a little confused as to why you have left this review as your order was delivered on the date we had advised at the checkout. We also clarified this with you over the phone when you called to query. As previously advised, you ordered this on the express delivery service which is 1/2 working days. We do state this on our delivery page and it isnt guaranteed next day delivery like you believed it to be. I can confirm that you received your parcels within this 1/2 working days. Sincere Apologies, Laura

“It is not that Millbry Hill give poor service but they use a weekday service from Fed Ex who charge the earth and our latest order, for a week keep saying they will deliver but when you check the delivery status each day at 11.11am they cancel the delivery “due to exception delivery“ After 8 days no delivery we are still awaiting a refund”

Helpful Report

“Hi I ordered barly from you n you send me whole wheat.really disappointed”

Helpful Report

“The mark of good customer service is how a company reacts when things go wrong. I bought goods from Milbry Hill on four occasions. Their price was good and the service was also very good - the first three times. On the fourth occasion, they switched the billing and sender address - I was buying on behalf of a family member as I had done the first twice and it worked fine on those occasions. I placed the order on a Saturday. When I checked the status, I noted the error and emailed Milbry Hill very early on the Monday morning. I did not receive a reply, an acknowledgement or a read receipt as requested. I emailed again on the Tuesday morning and got a response reasonably promptly. There was no apology for ignoring my first email. Even though I had explained the error very clearly, Milbry Hill merely listed the addresses as they had been used. They asked if this was correct. I replied by return, once again setting out that they used the billing address as the dispatch address and vice versa. I did not receive a reply, an acknowledgement or a read receipt as requested. I emailed them again on the Thursday to ask what they proposed to do about the error. I received a reply late on Thursday in which they said "Unfortunately there isn't anything we can do". I felt that this was an appalling opting out of their customer services responsibilities and escalated the matter to three of their directors on Friday. None of them saw fit to contact me or even to acknowledge receipt of my email. I did receive an email from a manager saying that the fault was mine; "the delivery details were inputted by yourself, and therefore this is where we delivered the stock to." The manager chose to ignore that I had placed exactly the same order twice before and they had managed to get it right then. Needless to say, I will not be using Milbry Hill again.”

Helpful Report

“Still not received my order from 5th August when I purchased it”

Helpful Report

Hi Ian, I believe we have spoken with you in relation to your order this morning. There has been an attempted delivery from the courier on the 8th of August and they are just waiting for you to go and pick it up from the depot or to re-schedule a delivery date. Thanks, Millbry Hill.

“Waited 9 days for delivery which is unacceptable when you spend nearly £400. The postal service is running fine so no excuses especially when coming via DPD. Will not be shopping here again. I was told stock was coming from another store but instead of sending it to me from the other store it was sent to the other shop first which is poor logistics. I emailed and said it was my wife's 30th birthday and nothing extra was done to try and accommodate the situation.”

Helpful Report

“an item was missing from my order and they have no idea what happened to it and no more in stock! Another item was sent dirty and when complaining it was suggested it may have been dropped on the warehouse floor yet it was still packaged and sent to me! Very disappointed”

Helpful Report

“Every thing was going okay till the delivery date when i received around 20 call at 11 am because you dindnt put house number on the address . i have to call back around 2 pm the driver when i wake up as im working night shift and missed his previous call to tell him what house number i am and the man come the next day but why in the first place the parcel was send without house number??”

Helpful Report

We are sorry you received calls regarding the delivery of your order. We supplied address details to the courier exactly as provided by yourself when placing the order online. Unfortunately as no house number was provided on the original order, we needed to get in touch with you as soon as this was flagged to ensure there was no delay to you recieving your parcel. We advise customers to check there order confirmation emails to make sure information provided is correct before dispatch, however both ourselves and our delivery partners will contact customers if we have issues with delivery wherever possible to ensure items are delivered as swiftly as possible.

“Only giving one star as can't give zero. I bought jodhpurs and was initially happy with them, however, each time I wear them they cause a red rash on both lower legs. which I have never had before. I have gone back to my old pair and have no problem. I contacted Millbry Hill about this and they said there is nothing they can do. I had hoped to be able to get my money back. I have wasted £44 on jodhpurs which I am now unable to wear.”

Helpful Report

Hello Jane, Thanks for taking the time to leave a review. I would just like to clarify that we had advised on the last email we had with you that we are more than happy to speak with the manufacturer and see if there is something they can advise as this isnt an issue we have faced before. If there is no clear manufacturing defect and its not the seams on the breeches, you havent changed your soap powder then is it not a possibility that you may be allergic to one of the materials they have used? Kind Regards, Millbry Hill

Millbry Hill is rated 4.7 based on 4,468 reviews