NEVER EVER buy anything from these guys! We had to wait over a month for our Fridge Freezer and were constantly told it'd be with us next week... er sorry.. next week ... er sorry meant to say next week. They put ALL the fault on the manufacturer. They treat the customer like an idiot (not rude, just fill you with a load of codswallop). I'm not surprised in the least by reading some of the comments on this review site .. we just experienced exactly the same thing! Yes they are cheap, but TRUST ME it's not worth the headache! Pay the little extra and go to Dixons/Comet etc and get the product within a week. I dare to think if our Fridge went faulty and we had to ring Empire to sort it out. Doesn't bare thinking about!John K
I ordered a 42" LCD on the 6th Nov. They said it would take 7-10days. On the 19th my wife had to ring them to see where the TV had got to, they said the manufacturer has problems and its not there problem. I emailed them the same day and asked them to give me a definitive delivery date but the never answered my email. On the 21st I cancelled the order and they said they would refund that day. It's now the 27th and still no refund. I eventually got the same TV at Dixons online within 2 days. Just shows who has the problem. I will never use again and I am now starting legal proceedings.
cheap in price & cheap in customer service NO RULES, NO CUSTOMER CARE - JUST MONEY BANDITS!!!!!
The saga continues on my promised but non delivery. Having written my review on this firm and still not having received my order I was telephoned back to be told I should not have been promised a next day delivery. But I was told the item a laptop may yet arrive at Dudley late on Friday if not Saturday morning for sure. Again a pack of misleading information. They dont deliver late at Dudley and there was no chance it would arrive then. As for Saturday well you guessed it it didnt arrive then either having finally checked at 3pm. Bradford the main switchboard salesman was unable to tell me where my laptop was only that it had been picked out for delivery. He added that I shouldnt have been told next day as it usually takes a few days and that I should expect it on Monday or Tuesday (not the Friday I was promised without asking). Then came the next clanger they were sending it to Nuneaton a Depot I never asked for and which is even farther from my address than Dudley. I was told if I wanted to correct it it would all have to be restarted and again I would to a similar period for delivery. What a hopeless disorganised team run the show, do the bosses know? With only a 27% satisfaction rate on one site and with the difficult trading conditions I wonder how long they will last, regardless of their past history and cheapest prices??? JC
DO NOT TOUCH these people with a barge-pole. Their so-called "customer service" is non-existent - I was told four different things by four different people. The warranty was not worth the paper it is written on when it came to a repair and I have just spent nearly £75 on a local firm to come in a do the job. Don't be fooled by the cheap prices - you'll pay for it later if the appliance breaks down ! DON'T SAY YOU HAVEN'T BEEN WARNED
I ordered a Daewoo 28inch Flat screen tv with a back on it. It was listed as being 199pounds on the website. I phoned up to order it as our internet was down.
The man on the phone was very helpful, I phoned the sales hotline for Leeds, and he got the database of what was available from my local store in Roundhay.
The tv was available, and delivery would be included in the final price which was 189pounds. Thats 10pounds cheaper than it was on the site, and I was also expecting to pay an extra 20pounds on top of that. Too good to be true I though.
It didnt come with a stand, that was one bad point, so we had the tv on tesco boxes until we could order a stand from argos.
The man said that I could choose a delivery day, and that the delivery men would phone half an hour before they were due to arrive.
On the day 3 days later, they phoned me half an hour before they were due to get there, and they did arrive within that time. They were very polite, brought my tv inside, unpacked it and lifted it where I wanted it as it was very heavy and I was a weakling girl for about 5 mins!
I was very impressed with the service from buying to delivery, and all the staff I encountered were helpful and friendly.
I would recommened phoning the hotline for your local store, not the national one, as they can look at what is actually in stock and then give you a definate delivery day.
Do not trust this retailer on delivery time. Just because they state that the item is in stock doesnt mean that it actually is. I had to eventually cancel my order, as 4 weeks delivery is just not good enough-especially when you have to make continuing trips to the launderette!It might look a cheap option, but is it really worth the wait!!!
To all those people moaning about empire direct not supplying the goods all I can say is be grateful. I purchased a 50" Samsung TV from them and 4 months later I am having image retention problems and their response? go back to Samsung it's nothing to do with us!!!!! even though I have an extended warranty with them. Legally they are responsible as my contract is with them not Samsung, but are they interested? NO. And Samsung aren't much better. Nearly £1000 for a PLASMA that is faulty after 4 months. Empire Direct should be ashamed of the way they treat customers.
We bought a Panasonic 42 inch tv on 2nd Jan, and now on the 30th Jan its still not here, despite the website saying it was in stock! Checked the website since and it keeps saying its in stock, the cheeky beggers!! And payment taken almost immediately.Have phoned them a few times only to be fobbed off. Promised they'd be getting some more in stock this Friday, but after reading all these comments about lack of after sales care, i think i'll cancel the order. We paid on credit card so nothing to lose really, if they wont refund in a timely manor, they can answer to Mastercard :o)
Poor service.Ordered a 46" samsung LCD in nov 2007. Poor customer service until I mentioned payment. Was told they could not give me a demonstration of the sets HD capabilities as there were other potential buyers in the store. Bought the set based on reviews and experience friends and family have had with similar sets. Total cost approx £1300. Paid in cash. Arrived on time to thei credit. Looked at ordering another 50" samsung plasma on boxing day, member of staff I previously bought LCD off told me not to waste his time!!!! Finally ordered from anotheer branch due to his attitude and poor customer service and was told it would arrive the following friday, Didnt arrive and didnt recieve a courtesy phone call to explain. No luck getting in touch so had to drive 30 miles to the store only to be told to wait another week. Week goes by and still nothing...no phonecalls and my attempts to speak to them still unanswered. Another wasted 30 mile trip to the store and im told it'll arrive within 2 weeks and phone calls to the store are not being answered because getting new sales is more important than dealing with existing sales and outstanding orders!!! 2 weeks later being told to wait another 2 weeks, Customer support center listed on the website don't want to know as I didnt buy off the website. Told me to go to the store, store is completely useless and clueless as to when the plasma will arrive. Plasma almost 4 weeks overdue and still dont have a clue as to when I will recieve it.
Our state of the art customer support centre allows our telecentre staff to communicate instantly with every stage of the distribution chain from the manufacturer to the courier...
They forget to mention that is if you buy online as although they share the same name and are 1 company...store buyers deal with the stores...even though you pay more!!!
And their mission is to offer an alternative to high steet stores like comet and currys...
Overall extremely dissapointed with the level of customer service, support and care. Will not be buying again from empire direct and will be advising my family and freinds not to either. A long way to go before empire direct are able to provide a service comparable to currys and comet...
DONT GO NEAR THEM !!!!!! Dont be fooled by the slick website & good prices ! This lot are a Mickey Mouse shower of sh*** ! Ordered a camcorder from them in December ," 16th of january still Nothing !" Phoned them & they promised to phone me back , " Did'nt " Currently trying to get my money refunded - Lets see how long it takes them ! The bottom line is this company sells products it says are in stock and takes the money out of your account straight away when they obviously dont have the items in stock . DONT TOUCH THEM !!!!!!!!!!! ps " Had to submit a 1 star rating to get the review submitted !
I Ordered a JVC-DRMZ10 DVD/Video?HDD on 26/04/07 and delivery was made in early May.
Regretfully during October a fault developed in the DVD and the item wasreturned on 13/11/07 for repair.
On the 9th December I telephoned your customer services to enquire when the item would be returned to us. I was advised that you were still waiting spare parts and as it was taking so long I could order another machine, unfortunately the JVC-DMRZ10 being no longer available.
I upgraded to a Panasonic DMREX95W and also paid an extra £96 for this. I was lead to believe that delivery would be very speedy as this item was in stock.
On 17/12/07 I again spoke to customer services to enquire when the order had been dispatched. I was informed that it was waiting payment clearance. When I said I had paid the extra by credit card on the 10th I was asked when I wanted delivery. When I replied I would like it tomorrow, the 18th I was told it would be so.
On 18th I phoned your customer services to enquire whether the order had actually been despatched. I was informed that they were not sure if the order had made the 3pm deadline yesterday but would check and telephone me back.
They did not phone me back so I telephoned your customer service team again. I was then informed that it must have been a mistake to say it was despatched because they did not have any in stock. I asked to speak to a supervisor but told they were busy and you would get one to call me back.
No one called me back so I telephoned your customer care yet again.
I asked again to speak to a supervisor but told they were busy and they would get one to call me back. This time the chap I spoke to also said he would check and telephone me back. This he actually did and confirmed that it not been despatched.
I asked this chap why I was being told so many untruths, why each time I telephoned I got a different story; it seems I am just being told anything so that I will go away. I asked for a third time to speak to a supervisor but was told they were busy and they would get one to call me back. When I said I would hold on until they were free I was just left holding, after 20 minutes I gave up. Well it was them calling me so it was not my phone bill this time.
Finally on 19th December I spoke with a supervisors. After lengthy discussions he agreed with my request for a full refund in view of all the problems. He took my email address and was supposed to have confirmed that this full refund had been done to my credit card.
Regretfully I received no email and to telephone yet again.
I then got the refund confirmation email and three days later the money was back in my account.
I have used Empire Direct in the past and had good service but after this time never again.
My only other comment is that if they fail keep on at them and best to ring customer service dead on 9am when they open and asked for a supervisor, you may be lucky.
You have been warned.
definite no! I bought a portable DVD player and paid extra for it to be delivered next morning. I got a confirmation email. Next morning it didn't arrive and and I found another email sent later that the item will only be delivered the following day 8.30AM-6pm.
disappointed I called them and found that not only that they haven't delivered on time - they lost the package and have none in stock.
Waste of time.
I bought a panasonic 42" tv with stand at over £900. The company delivered only the flat panel (value around £650). the item was useless and they could not deliver the stand or a further 5 days. The customer service is very poor and no one takes any ownership of the problems they have created. i.e - its the sales people say its the delivery peoples problem. the delivery people say its the warehouse peoples problem etc etc.
On 14th August this year I ordered a MIELE F1365 S freezer online from Empire Direct.
The following day I had a telephone call from a very nice young man, who explained that delivery on this item would be a minimum of 3 weeks because it had to be ordered in (delivery was 7 to 10 days on the site), did I still wish to proceed with the sale. Unfortunately, (in hindsight) I did.
Last week I was emailed by the salesman to say delivery of the freezer would be on Saturday 29th September between 8am and 5.30pm. I emailed back to thank him and confirm that delivery could be taken that day.
The day arrived and went, but there was no freezer, Empire Directs Customer Care Team arent available on a Saturday. On Monday morning at 9.00am I rang Customer Care and spoke to a representative, she said she would enquire into the non delivery and call me back. No call came. I rang 7 times over the next couple days, was told I would be called back but no one ever did.
Having still heard nothing I rang again on Wednesday morning, I spoke to yet another person, he tried to pass me to someone who could help, but couldnt find anyone. Then finally, he said I should ring sales because there was a three week delivery on the item and there was none in stock. I pointed out that I had paid for the freezer 5 weeks ago, it had been ordered and I had been emailed with a delivery date. I asked to speak to a supervisor and was told I would be rung by someone as soon as they became available.
I then rang sales I explained the situation and asked for a full refund.
A Sales Representative rang me back within 20 minutes, (Customer Dont Care Team hadnt bothered to call) he apologised profusely, then explained that the freezer had come in to the Bradford Depot and should have been delivered but had been sent to another customer by the Bradford Depot. He asked if I wished to reorder, this would take at least another 3 weeks, but I declined and asked for a full refund.
I have in effect lent Empire Direct money for 5 weeks, we had a wasted day on Saturday, I have been stressed out by Empire Directs Customer Dont Care teams inability to let me know what is going on, I also wasted time and money on phone calls.
The website and sales team seem very good (I was promised a refund immediately but I will not know for a couple days about that). The Customer Care Team and the Delivery side of the operation seem to be very poor. I am unable to recommend them. By the way Comet are delivering the same model freezer 12th October. It was slightly more expensive but there is no delivery charge, and I only ordered it today 4th October.