Empire Electro Reviews 148

I would like to thank Empire Electro for its swift service to supply the Neff oven. I was given a delivery date and sure enough through PJH the delivery service it was met.

Fabulous service, as always. They had in stock what I wanted, a Quooker Tap, I got the DPD tracking the next day and the delivery arrived as expected. Very smooth process.

This company needs to be reported to trading standards. False advertisement on delivery times and then constant lies. Purchase at your own risk.

AVOID!!! I'm not one for leaving bad reviews but for this one, I think people need to know the kind of company their dealing with. Ordered a fisher & paykel hob for £929 and it clearly stated 3/5 delivery days.
After a couple weeks gone by i emailed to ask whats going on, which i received an email back saying it's not come in this weeks delivery and they will let me know...i checked their website again and they changed it to say delivery 5/6 weeks. I emailed them asking to cancel as we needed it 2 weeks ago. As emails were long i thought id call to confirm i want to cancel and ask for a refund

Ben in emails was very polite, When i called in i got a very rude lady (if you can call her that)
I explained the situation and said i have clearly been lied to about the dates it would arrive by and she was saying i was wrong and got very rude, after going back and forth on the phone she shouted at me and called me and awkward C*nt

I get things get delayed but just be honest and tell your customers the truth, dont make out that the customer is lying and then argue and swear at them

The vacuum cleaner was delivered in a timely once I got hold of Sam!
Her customer service is exemplery and on the basis of her competence and reassurance along the way I can recommend the company.

WARNING: If you need something by a specific date, look elsewhere!
Ordered Neff integrated fridge freezer for our new kitchen fit. After 10+ weeks of missed delivery dates, they cancelled my order without permission.

What happened:
✗ Ordered with 30-day delivery expectation
✗ No contact for 5+ weeks (had to chase them)
✗ Promised 20th June - never arrived
✗ Offered 16th July (10+ weeks late!)
✗ Cancelled when I raised legitimate concerns

Adding insult to injury: Same fridge now £150 more on their website.

The staff (Jo & Sarah) were genuinely helpful and tried their best. But their delivery systems are completely unreliable. Constant date changes, poor communication, zero accountability.

Resolution: Found alternative supplier who delivered in DAYS with guaranteed date.

Bottom line: Nice people, terrible processes. Don't risk it if timing matters - you'll end up disappointed and out of pocket like me!

Ordered Quooker tap on 16 June with 2-5 day dispatch. As of today 26 June heard nothing at all. No response to phone calls (voicemail) or email.
[Update following initial response] Changed from 1 to 3 stars.
Finally received a reply saying my tap would be dispatched tomorrow (10 days post order). I accept you cannot answer all calls but would suggest if you are going to miss your own posted dispatch timelines by 100% a pro-active follow up would be the appropriate action rather than silence. Given the products you sell, I imagine (as in my case) that they are part of larger projects which rely on reasonable certainty of delivery windows.
So eventually (26 June) they decided they did not want to do business with me!
Then took until 5 July to refund my payment.
In the meantime I bought the item elsewhere and have had it delivered and fitted before receiving my refund!
My bank suggested I report them for fraud - but I did eventually get my money back so I’m good. But I definitely would be careful if you’re thinking of buying from them.

Ordered 2 ovens which said delivery within 5-10 days. Delivery time was important given my ongoing kitchen refit and timings of electrician and fitters being available. Almost £2500 paid up front, then no communication whatsoever. I chased after a week only to be told it would be at least another week due to delays from manufacturer. Finally after more chasing on my part, delivery of 1 oven was scheduled, so I waited in all day, and it did not arrive. Warehouse emailed the next morning to say delivery driver had done their maximum hours and delivery would need to be rescheduled for another day! I cancelled my order of both ovens and asked for a refund. Refund took a full week to hit my account, so in the end empire electro had almost £2500 of my money for 4 weeks with absolutely nothing to show for it. Ordered both identical ovens from another supplier, and although they cost a little more, they were delivered in less than a week. Overall a very disappointing experience with very poor communication and lots of stress on my side that wasn't necessary

Purchase was a large fridge/freezer (to replace failed unit so quick delivery was important). Delivery terms were '7-14 days'; this turned out to be 'working days'.
Long saga of multiple phone calls to Electro and promised delivery times never met; days booked off work expecting delivery etc.
The worse part, however, was the final delivery (21 working days after order). I was given a 2 day delivery window with no indication of an actual time. The delivery eventually took place at 16.00 on the second day by a single driver with instructions to deliver a huge fridge freezer 'kerbside only'. A fitting end to the worst customer service experience I've ever had. Cannot recommend this company if you need to buy anything bigger than a toaster!

Unfortunately I did not have a good experience with a cooker I ordered but at least I was refunded the money.

Would give this minus if I could. We ordered a wine cooler and it was not delivered, they failed to notify us and it was only when we called them a day or so later when it failed to arrive did they claim that it had been cancelled. We had not cancelled the item and still wanted it, their customer service was incredibly poor and they did not assist. They lied and said it wasn’t them who cancelled the order when our bank confirmed it was them who had cancelled, the price on the website went up for this product and so when we asked, they promised to provide a payment link so we could reorder this at the original price but they then didn’t honour this, they have still failed to investigate/provide an explanation on what happened or let us reorder.

Updated based on response:

Please stop lying, you have barely communicated with us and haven’t bothered to do anything about this issue which we raised weeks ago. We have had to chase you for updates after you promised to investigate and when we did chase and ring up we were told ‘why should we offer you a discount when it’s not our fault’ despite the fact that 3 weeks earlier you were apologetic this had happened and the fact our bank confirmed it was actually your fault and that it was you that had stopped the payment going through. You have completely changed your tune and done a 360. You also said you would come back to us and send us a payment link but you haven’t even bothered to do that even after we said we would use a different card so shouldn’t have the same issue and the payment will go through. Customer service is shocking and unprofessional, person on the phone was rude and unhelpful.

Needed a new dishwasher because my old one packed in. Ordered online from Empire Electro after searching around, got a very good deal

Excellent response advising that item was special order and will take some time to be delivered and explaining why - clear and transparent communications from Ben

The following is a timeline of events in dealing with Empire Electro:

20 Feb 25 - Order placed for One x Samsung Hob. Item was shown to be in stock. I received confirmation of receipt of payment and the order.

26 Feb 25 - I called the customer services requesting update on the delivery as no further emails received. Informed that the item was over purchased by the customers and the item will arrive at their warehouse on Fri 28 Feb 25.

Mon 03 Mar 25 - I called customer services - informed my item will be delivered either Tue/Wed 4/5 Mar 25. I requested that the despatch info and courier details are emailed to myself.

Tue 04 Mar 25 - I called customer services requesting the despatch information was informed that my delivery will now be Fri 7 Mar 25. I requested despatched email with the courier tracking number.

Wed 05 Mar 25 - I received an email from the sales department stating the item will be delivered on Friday 7 Mar 25. No tracking or courier info provided. I called to request this information and informed it will be sent via email, Was also informed that the driver will call the night before or on the day of the delivery.

Fri 7 Mar 25 - No email or courier info received. Called and requested that they confirm that delivery will be today and that the courier details/tracking number is emailed. I also informed them that the kitchen fitter was booked for the next day. Informed that the item is out for delivery and the warehouse will email the courier and tracking details.

Concerned that this was a similar response as previous I decided to read the negative company reviews on Trust pilot. I had previously only read the positive ones as they did out number the negative (80 % positive 20% negative).

I noted a similar theme in the negative reviews. Customers chasing delivery dates and promised delivery dates been missed. I was also surprised by the customer service response which was very overly aggressive and not customer satisfaction focused.

I called again asking for the tracking details as they still had not been emailed. This was approximately 70 minutes after my last call. I apologised for chasing again but also mentioned that I had now read the negative reviews on trust pilot and I was concerned that my experience was very similar to other customers that had chased delivery information.

At this point the company representative tone became aggressive and insisted that we should go through all of these negative reviews. I suggested that maybe they should focus on providing the tracking information. The representative insisted on going through these negative reviews. I obliged and read out the first negative review At this point, mainly as I was not intimidated by the representative aggression, I was informed that I was not the only customer they deal with and I was in the wrong calling them to chase up my order.

When I again asked for the tracking information I was abruptly cut off and informed that they are cancelling my order and will refund my money. I thanked them as they ended the call.

I immediately received an email informing me they had cancelled my order and I would be refunded. Approximately 18 minutes later the warehouse department sent an email saying my item was out for delivery. No courier or tracking information provided.

I have tried to stick to the facts but I will finish off with a personal comment. I served 29 years in the Army, I'm very good at keeping a level head and remaining calm when faced with aggressors. I have seen a tactic used by various persons in hostile and neutral environments. They will resort to overly or passive aggression when they are questioned on their actions or are caught in the wrong. This is an intimidation tactic in order to cover their actions. It is disappointing when it appears that this company has adopted this tactic in relation to customer service.

The item I wanted was apparently in stock so I placed an order. After I'd made payment, I was told it was out of stock and would arrive in 2 weeks. After 2 weeks there was no sign of it and no confirmed delivery date. The company never answered the phone and were slow to respond to emails. In the end, I cancelled my order.

Ordered a Neff Extractor online at the best price I could find with 7-14 day delivery quoted. Our builder then advised us he needed it within 7 days. I rang Empire Electro and the sales person I spoke to was really helpful, and rescheduled the delivery for 3 days time. The driver rang me as promised when he was en route, and was also very friendly and efficient. A very positive experience and I would happily use this company again.

I had a good experience dealing with Empire Electro, got a good deal on my appliance and the only criticism was a lack of communication after the order regarding delivery. Having said that when phoning calls were always answered and the operator was pleasant and efficient, with the product being delivered in good time.

No information regarding any deliveries until I chased up. Then no delivery on stated days. I chased up as nothing from delivery company or Empireelectro. One outstanding item promised for today -chased up again by myself- no delivery. A call promised by 4 pm regarding an update whether available - nothing. I have now asked to cancel the order online as )unable to contact by phone as office open until 3pm today apparently - I presume I will have to chase this too. Absolutely no proactive management of order or subsequent problems.

Your response below is the quickest to date.your call was actually 16:58 as logged on my mobile.itlasted 2 minutes when you put the phone down mid conversation- I still don’t know if item was ever received to your warehouse.

To sum up, ordered 13/01/25. When I checked up informed delivery would be January 27th or 28th. Nothing received and no contact. When I contacted you I was later informed driver had exceeded legal driving hours and returned to base! I was not informed. Rearranged delivery and 2/3 arrived 3/2/25 . Further contact to you remaining item due in to warehouse on 6th so delivery due 7th.
7th - rang and left voicemail at 10:17 and followed up with email at 10:21 to check delivery was going ahead. Called back by Empire electro at 13:23. Discussion that delivery to warehouse would be 2:30, unable to ring before 4pm with an update as to whether available therefore agreed this and stated if not available I needed to get the item from elsewhere and ensure a delivery date whilst kitchen fitters here. No call. I rang and out of office voicemail on. At 16:26 I emailed to cancel the order and request a refund and stated I thought this was poor customer service. I then received your call at 16:58 to dispute this.

I will leave reviewers to decide if arranging to have someone here on 4 separate occasions, with me doing the chasing for non arrivals and a lack of update or calls as promised for an outstanding item, on an order just under £1500, coupled with your terse response on this site, is good customer service.

Watch out , I have purchased extractor back in OCT and because they couldn’t deliver it on time i have to cancel the order . I have recieved the email confirming full refund on same day . Well i thought refund will be done etc . Now after 3 months i was going through my transactions and realised they never initiated refund

Update after reply :
Yes , but you never actually refunded the money. There is no refund shown on my bank account

Second update: surly I have checked my bank statement before leave feedback here, nothing to do with my bank as they have not received money from you.3 months and still no refund is not coincidence!!!!

Third update10-02: they just made refund and has appeared on my account today 10/02 means they didn’t refund despite refund confirmation email and just did after 3 months..