Name: EMP UK
Rating: 2.43

“Charged me £120 for two items. Only delivered one. No way of getting in touch. No refund, no contact. Just straight up theft.”

Helpful Report

Posted 2 years ago

“Never had a problem until today. I had ordered 2 items and applied a discount code that was being advertised on their site at the time. The invoice shows the discount "£12 off" was applied to the whole order. Sadly I had to return one item (the cheaper one) but was refunded only a partial amount. I queried this using their "chat" service. The response was delayed and then short, unhelpful and rude. They said the main part of the order wasn't valid for the voucher but did not explain why, or the terms and conditions of said discount code. When I asked for further clarification as to why a sale item was valid and not a full price one (as their other offers normally say the opposite), they provided a screenshot with the phrase "we have proof". This merely showed the total transaction amount at their end, not evidence that the discount code only applied to refunded item. I pointed this out and they said "you were refunded the correct amount". I gave up after that as it was clearly a waste of time. Even if I have misunderstood the t&cs, the interaction didn't need to be so rude or unhelpful.”

Helpful Report

Posted 2 years ago

“Pathetic. I made an order 4 days ago. Only this morning at 8:30 i got a message that some of my items are unavailable. I tried cancelling the whole order just to be told it's too late. Double standards,huh? It's not too late for you to change it but it is for me? Now I need to wait for the delivery send it back and hope I can have a refund MINUS the delivery charge. Their customer service is non existent. Utterly unprofessional and unhelpful.”

Helpful Report

Posted 2 years ago

“Recieved correct items but found sizes were so inconsistent that I had to return 4 out of 6 to be exchanged 2 for S and 2 for L. I recieved replacements that were nothing like what I ordered. Spent 3 weeks trying to get correct items sent then finaly asked for a refund. They ignored emails so opened a claim through PayPal they have had nearly a week and still not responded to PayPal or myself. Poor excuse for a company. Treat customers like rubbish don't get the support you would expect, not a single helpful or professional person to be found within this company. Starting to think I will never get my money back. Shame on you EMP!”

Helpful Report

Posted 2 years ago

“Although products ok, customer service is beyond a joke!!! Normally a 2xl but decided to order a 3xl. One item was a medium at best. Needed item for a gig as I’m a musician so stated on docs it was needed by a certain date (4 days later). I did originally order in plenty of time. Replacement didn’t arrive til 10 days after the event. Tried calling - don’t take calls due to COVID… Come on now you’ve had 18 months to solve that one and this call was made when all restrictions had been lifted. Told to email so did. No response. Tried on chat and spoke with Sam who was useless at best. Wanted to register a complaint so told to email. Emailed again, no response. Emailed again asking for them to reply and guess what? Yep you guessed it - no response!!! Avoid this lot like the plague - they don’t care one jot about their customers. Other reviews say this too…”

Helpful Report

Posted 2 years ago

“Ordered some stuff for sisters birthday, All arrived great and good quality, Unfortunately didn't fit. Returned items and got told refund was gunna be in my bank within 3 days. So ordered again .. 4 weeks later still no refund. Spoken to 3 different customer service people who all keep telling me different things. Don't expect a refund off this site they just scam you.”

Helpful Report

Posted 2 years ago

“SCAM - Refusing to refund my money I placed my order last month and it has never arrived. I contacted them multiple times regarding the delayed delivery and they kept advising it will be with me soon. Over a month now and it's still not here. They now claim the items have been lost and asked if i would prefer a refund or a replacement. I request the refund and have now had to request this a further 3 times. They are refusing to refund me for the items. I have also had to dispute this via PayPal. Having read all the reviews regarding them refusing to refund other people I have little hope of getting my money back. I doubt they even posted the item in the first place, the tracking only ever said that EMP advised they've sent it to Royal Mail, never anything further.”

Helpful Report

Posted 2 years ago

“They dont reply to emails, phones or chat. A maintenance page popping up during the order process meant the same 3 items were ordered 3 times and they wont cancel the orders leaving me out of pocket and having to resend them back to get a refund. I just wanted to cancel the orders. What a nightmare”

Helpful Report

Posted 2 years ago

“Absolute nightmare-is there a -10 stars by chance? Clothes to big, sent back for exchange, exchange not actioned, asked for refund instead and they said it had already been shipped, which was untrue. Got a email a few days later automated saying it was now shipped- they could have refunded but clearly chose not to. That ate 2+ weeks of time waiting. They dont have a active chat & dont answer the phones. Waited another week for the exchange to send it back and did so (another 10 + days has passed) They received and acknowledged receiving the products and still having to contact everyday for a refund. This has been the worst clothing retailer I have ever had the misfortune of ordering from. They will also blame everything on Covid19 (Like my shipment originally being delayed by a week- claiming its covid, then the post office gets in touch and says the driver took it up north on accident--Seriously) Having to file complaints with trading standards and considering small claims court, asking bank to dispute the charges.”

Helpful Report

Posted 2 years ago

“Don't just don't. Ordered March, payment taken April, now May and nothing. No replies from emails and no longer have an option to use live chat from their site. When live chat was available the excuses were that it was a hold up at customs, then a production issue and the last time 'don't know, what do you want me to do about it'. This either a scam or the worst run online store I have ever dealt with.”

Helpful Report

Posted 2 years ago

“Zero stars! Do not use! 7th Dec 20 ordered a jacket 16th Dec 20 it arrived but, it was massive not as sized on their site. So sent it straight back for an exchange - Using their poor online returns policy as advised. 17th Jan 21 hadn’t had any comms from them, so I sent an email. Asking where the exchange was. 18th they replied “stating item was out of stock” even though it was still on the EMP website & their eBay store!! They said they will offer full refund snd it may take 5 working days!! 7th Feb 20 Still no refund received!!! Stay away from this poor excuse of a website!! PS where is my refund?? where is my refund?? where is my refund...........??”

Helpful Report

Posted 3 years ago

“Paid 100 dkk for their fault. They send me the product at a place 4 Km distant by bus from my address in Copenhagen. This takes time and extra money to get there so I asked if I could not go. They reponded that the product will return to them automatically without specifying other thing. Instead they took me 100 dkk althougth it was not my fault and there are many other postal addresses near my place where to let the pack. Non more EMP from today. Not a serious store.”

Helpful Report

Posted 3 years ago

“Sent me the wrong sizes. •Sizes I bought were then unavailable. •They lost a shirt I returned (didn't feature on the return invoice). •Don't reply to emails •Customer service phone doesn't answer. •12 days I'm still waiting for refund on 2 items. •Don't waste money on backstage club. •Generally over priced”

Helpful Report

Posted 3 years ago

“Sent me the wrong sizes. •Sizes I bought were then unavailable. •They lost a shirt I returned (didn't feature on the return invoice). •Don't reply to emails •Customer service phone doesn't answer. •12 days I'm still waiting for refund on 2 items. •Don't waste money on backstage club. •Generally over priced”

Helpful Report

Posted 3 years ago

“STILL WAITING for order I placed on 30th March £300 worth.............. nobody wants to give me a refund you are all taking the pea now !!!! You even had the cheek to email and ask me to review the items iHAVE NOT RECEIVED.............absolute dumb staff. WHERE IS MY REFUND!!”

Helpful Report

Posted 4 years ago

“Mis leading items are from Germany not uk Customer service awful Ignores emails Sends out Royal Mail tracking which doesn’t change Still waiting items expected issues with chasing refund already Do not use them seems to be same story from many”

Helpful Report

Posted 4 years ago

“Terrible company with zero customer service skills”

Helpful Report

Posted 4 years ago

“Very nice products indeed. BUT... when they sent me an AC/DC beer glass, the red logo was smudged and damaged, so I returned it. A week later they sent me exactly the same glass back again, rather irritatingly, which had obviously gone back into stock. Clearly no one had checked it before sending it out, even though it was a replacement and you'd like to think there would be some thought towards care and not inconveniencing me further. They wanted me to return it again, so I suggested they might like to offer me something for my inconvenience, as this was now my third attempt to get a decent glass. They said no. There was no flexibility at all. It's really disappointing. I've been a repeat loyal customer. I gave up at this point and am stuck with a useless damaged glass. EMP's treatment of customers when things go wrong is NON-EXISTENT. I told them so, told it's really poor and that I had spent close to £100. Still they didn't care. I wrote to the MD and he ignored me too. I simply wanted some basic courtesy and to receive the glass I paid for. I received neither.”

Helpful Report

Posted 4 years ago

“Very nice products indeed. BUT... when they sent me an AC/DC beer glass, the red logo was smudged and damaged, so I returned it. A week later they sent me exactly the same glass back again, rather irritatingly, which had obviously gone back into stock. Clearly no one had checked it before sending it out, even though it was a replacement and you'd like to think there would be some thought towards care and not inconveniencing me further. They wanted me to return it again, so I suggested they might like to offer me something for my inconvenience, as this was now my third attempt to get a decent glass. They said no. There was no flexibility at all. It's really disappointing. I've been a repeat loyal customer. I gave up at this point and am stuck with a useless damaged glass. EMP's treatment of customers when things go wrong is NON-EXISTENT. I told them so, told it's really poor and that I had spent close to £100. Still they didn't care. I wrote to the MD and he ignored me too. I simply wanted some basic courtesy and to receive the glass I paid for. I received neither.”

Helpful Report

Posted 4 years ago

“Do NOT buy anything off these, first parcel didn't arrive they told me they had sold my item to the next person, 5 weeks to get my money back so I gave them a chance as things do go wrong. Made another purchase off them they took the money straight away then guess what three weeks later no items, they have said lost in post so god knows when I'm going to get my money back! Please Please do NOT use this company.”

Helpful Report

Posted 4 years ago


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 16%
Accurate And Undamaged Orders	Greater than 93%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

EMP UK Reviews