Abbey England LTD - Knutsford

James L.

Unfortunately my most recent experience with attempting to order items from Abbey England has soured me somewhat towards them.

Despite showing the product I ordered as in stock on their website and taking the funds immediately for my order, I was contacted by "Ged" to inform me that the item I ordered wasn't actually in stock.

Rather than do what many other companies would do having made a mistake on their part like this, and offer me a suitable alternative at no extra cost as a goodwill gesture, I was informed I could either pay extra (about twice the cost) or have a refund.

When I requested a refund (in order to source the required items from another supplier) I was informed "Margaret" that the refund would take a couple of days. In the era of instantaneous bank transfers this delay in refunding seems incredibly dated, almost quaint.

I'm not a huge manufacturer of items, merely a hobbyist, so I doubt Abbey England will care about the poor service they've provided, but they do sell themselves as a "family business", which is often used to imply a better service. Not so in this case.

Simon B.

I recently had a question about the best leather care products for my Tumi briefcase, and I was blown away by the service I received from Abbey.

Richard, the CEO personally responded to my email within less than 24 hours, providing clear and detailed advice that was extremely helpful.

It's rare to see this level of customer care and commitment.

Highly recommend their services and products for anyone looking for quality and expertise.

Sharon M.

I loved the whole experience buying from Abbey from ordering through to delivery it only took 2 days, the website told me if the goods were in stock too. Their brass fittings are exceptional quality and they offer a huge range. Thank you Abbey I'll definitely be buying more from you in the future.

Deborah C.

Thanks for everything you guys are doing to widen the appeal of leatherwork and share information. Our Carreducker intro to saddle stitch classes are for complete beginners, so it's great to be able to point them in your direction for materials and info. as they get more immersed in the craft.

Ruff D.

I found Abbey England's website clear and easy to navigate. The combination of simple pictures and detailed text description meant I found everything I was looking for very quickly. Overall, the process was very smooth. I will continue to use Abbey England and highly recommend this company.

Marwalsh J.

The most awful customer service ever. IF they do not have the amount of a specific item ,you have to wait for your entire order until they can fill it fully. I had to phone them to hear this. I explained that I missed a deadline on account of this and wanted to cancel the order. A very rude man promptly hung up the phone on me in mid sentence. I had to ring a week later to request a refund. To her credit the lady I spoke to was very nice ,and I had the refund within 24 Hrs. I have done a bit of research and there are plenty of companies out there with excellent products who I am happy to redirect my business too.

Alessio

Disappointing experience

I've placed an order with them. Immediately after I've received the invoice, I've notice they had delivered to me a lower quantity of a product, after having already paid for it. They didn't even reminded it to me  but it was my luck to have noticed it and have asked for further information. They've only replied me, I quote :" We sent you all the [product] we had on our shelf and are unable to say when the balance would be available as the supplier is not working at the moment".
They've refund me the lack of product but, when I've received the order I've noticed they've not included one item, so I asked again for additional details and I've sent them a constructive review with my disappointment for the total order.
They've even not replied me so after one week I've sent them another email filling the form 'contact us' on their website. At that moment they told me they would have refund me. Since that moment I've not received any refund yet. The mistakes in the order that caused me as a customer didn't represent a big problem, since it's human to make mistakes. It was above all the ways in which they didn't know how to manage their mistakes that disappointed me, with little interest in the customer and indifference.I've always been polite with them, nevertheless I've received a quite poor customer service in general (except from a few of them ) , little professionalism and especially rudeness.

Sam J.

Amazing selection of products. Their selection of brass hardware in particular is of exceptional quality.

Customer service is first rate, their staff are knowledgeable and have been incredibly helpful with any questions.