Wow! After attempting my own efforts with online frames etc for other relatives, I was blown away by the care and respect for my Grandfather’s WWI medal ribbons. Yes there’s a long processing time bu... See more
Company replied
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Review summary
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Empire medals have provided myself an excellent service, they managed to turn around my order extremely quickly due to a surprise 90th birthday for my dad. Becki from their customer services was fa... See more
Company replied
Really pleased with the workmanship and overall look of medal ribbons. Got one for myself and 3 others for my comrades who served with me. A surprise gift for them.Im sure they will wear with pride on... See more
Company replied
Sent my medals away to be Engraved, Cleaned, Stay-Bright coated and Court Mounted. Had them back today, neatly and securley packaged and i am over the moon with them. Contacted them for advi... See more
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Company details
- #14 of 15 best companies in Trophy Shop
- #27 of 30 best companies in Art supply shop
Written by the company
The Empire Medals brand pays homage to our great military heroes past and present to whom we salute and remain ever proud to serve. The replica medal collections are manufactured in Birmingham’s famous Jewellery Quarter using methods and skills dating back to the very first medals ever to be struck in the United Kingdom. In addition to this we also retail engraving gifts, embroidered clothing plus much more.
Contact info
B10 Leasows Court, Queensway, TF1 7AF, Telford, United Kingdom
- 01952 327571
- info@empiremedals.com
- www.empiremedals.com
4.4
Excellent
1k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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Horrendous service - Credit Card dispute ongoing
I ordered several non-personalised medals for a Christmas present on the 1st of December. The total of this order came to over £160. Empire Medal's website mentioned they usually ship between 7-14 days.
On the 17th of December I raised a ticket on their website asking for an update. No reply.
On the 18th, I reached out to their facebook page. No reply.
Christmas came and went, no sign of any dispatch or reply to my tickets. I noticed reading other reviews here that they can very slow to dispatch, however this is usually on personalised ordered, which mine was not.
On the 29th of December I found several other companies who would be able to fulfil my order and were keen for my business. At that point I sent an email to Empire medals asking to cancel my order. As the items hadn't dispatched I was well within my consumer rights to do so.
4 days after this email I had an automated reply from Empire Medals stating my order had been shipped. I waited. 3 days later the courier still stated they had not recieved the items. I followed this up with a final email to Empire Medals requesting a full refund. No reply.
I have now had to start a dispute with my credit card provider to reclaim my funds. I've been online shopping for well over 10 years and I never come across such poor customer service.
At the time of this review I ordered my medals 36 days ago I still have not received a single reply from Empire Medals aside from automated responses stating they'll get back to me.
If you do decide to go with this company, i highly recommend you secure your purchase with a credit card (over £100 value)
I for one, will not be attempting to use their services again.
1 December 2025
Unprompted review
Reply from Empire Medals Ltd
We’re very sorry to hear about your experience and the frustration this caused.
This is not the level of service we aim to provide, particularly in relation to communication and order handling. We fully understand how disappointing this must have been, especially given the timing around Christmas and the lack of response to your attempts to contact us.
We’re pleased this has now been resolved, but we recognise that the overall experience fell well short. We are reviewing what happened to improve both our processes and communication going forward.
Thank you for your feedback—it’s taken seriously and helps us improve.
Good clear instructions to order…
Good clear instructions to order medals. The only criticism is the long length time from ordering and receiving.
20 December 2025
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
These were comemerative medals I once…
These were comemerative medals I once had but lost over the years from my time as a driver Trooper in C Sqdn royal yeomanry,found brochure very informative service very good
18 December 2025
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
Luck of customer service, zero response, no item received yet.
I have ordered one baseball hat 21 Nov and still not received it. I have submitted 3 times a ticket according their website but I have not received any response either my item.
21 November 2025
Unprompted review
Reply from Empire Medals Ltd
We’re very sorry to hear about your experience and the frustration caused.
This is not the level of service we aim to provide, particularly when it comes to communication and order fulfilment. We understand how disappointing it must have been to wait so long and not receive a response to your enquiries.
We’re pleased to hear that your item has now been received, but we recognise that the overall experience fell short. We are reviewing what happened to improve both our response times and service going forward.
Thank you for your feedback—it’s taken seriously and helps us improve.
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
You kept me politely informed
You kept me politely informed, despite my impatience. The quality of your product is truly exceptional.
18 November 2025
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
Despite a couple of issues which were…
Despite a couple of issues which were resolved in a very short time the products and service are excellent.
18 November 2025
Reply from Empire Medals Ltd
Thank you for your feedback—we’re really pleased to hear you’re happy with both the products and service.
We appreciate your understanding regarding the initial issues and are glad they were resolved quickly for you.
Thanks again for your support, it’s greatly appreciated.
Expectations are disappointments waiting to happen
I am on your e mail list, end of September I had an automatic mail which said send your medals now if you want them by Remembrance Day I acted quickly sent my money and the medals same day, however the deadline was missed.
Medals on arrival looked good !
29 September 2025
Reply from Empire Medals Ltd
Thank you for your feedback.
We’re sorry to hear that we didn’t meet your expectations on this occasion, particularly in relation to the Remembrance Day deadline. We understand how important that timing is and appreciate how disappointing it must have been to miss it despite acting promptly.
We’re pleased to hear that you were happy with the finished medals, but we recognise that the overall experience should have matched that standard.
Your feedback is appreciated and will be used to review our processes, particularly around managing and communicating lead times during busy periods.
All I want is a simple reply
All I want is a simple reply to my emails about an ETA for my order placed on the 19th November 94485,two emails sent without a reply to date .is there anyone is customer service reading requests .
2 December 2025
Unprompted review
Reply from Empire Medals Ltd
We’re very sorry for the lack of response to your emails—that’s not the level of service we aim to provide.
We understand your frustration in not receiving an update on your order and apologise for the delay in getting back to you.
We are reviewing this to ensure enquiries are responded to more promptly going forward.
Thrilled with the end result of my…
Thrilled with the end result of my frame and the care with which my medals and pictures were treated overall.
Communication to design and create my bespoke medal frame was great.
18 November 2025
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
Beautifully made frame with exact cut…
Beautifully made frame with exact cut outs for medals, scroll and death penny coin
18 November 2025
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
Not impressed with customer service
The time taken to receive the item. It was ordered 1/11/2025 hoping to receive it in time for Remembrance Sunday. It was only a medal bar and stated in stock with no mention of delivery time. I did wonder if I’d cut timing a bit short but assumed I would at least get confirmation of order. I E mailed 2 weeks after on 15/11/2025 to say I hadn’t received it and Dad had been very disappointed it hadn’t arrived. I had no reply or apology. On the 15/11 I got a confirmation if receipt of order (2 weeks after I ordered it) and notification of despatch on 17/11/2025. We were at the Cenotaph on 9.11.25. Dad is a veteran and to be honest I assume a lot of Empire Medals customers are. If this is how Empire Medals treat ex military and current serving men they are in the wrong business. I am not very impressed, maybe and hopefully a one off. Dad had his old bar but as he had a new blazer a bar would have been nice. If they despatched in 2 days after ordered on the 15th why could it not be done on the 1st. I really appreciate the proximity to Remembrance Sunday but no confirmation on the 1st or notification it would not be possible to deliver for nearly 3 weeks. I know it was only a small inexpensive item but am a little surprised at poor customer service.
17 November 2025
Reply from Empire Medals Ltd
Thank you for your feedback, and please accept our sincere apologies for your experience.
We fully understand how important it was for your dad to have his medal bar in time for Remembrance Sunday, and we’re very sorry that we let you down on this occasion. The lack of communication and delay in acknowledging your order is not the level of service we aim to provide.
We particularly appreciate your comments regarding veterans and serving personnel—this is something we take very seriously, and we regret that your experience did not reflect that.
While this was a particularly busy period for us, we recognise that clearer communication and earlier confirmation would have made a significant difference, and this is something we are reviewing to improve going forward.
Thank you again for your feedback, and we do hope this was a one-off experience.
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
ordered a NI GSM
ordered a NI GSM, on the 26th Sept it took nearly 10 weeks for it to come, i should have known when I ordered ribbons the first time that took 4 weeks.
left a couple of emails asking when the items were posted, that took over a week as well.
went on Google maps with the post code to see if it was a small factory unit or what.
it put me in a field.
will not be using them again,
17 November 2025
Unprompted review
Reply from Empire Medals Ltd
Thank you for your feedback, and we’re very sorry to hear about your experience.
We understand how frustrating the delays must have been, particularly given your previous order and the time taken to receive a response to your emails. This is not the level of service we aim to provide.
We also appreciate your comments regarding our address listing and understand how this may have caused concern.
Your feedback has been taken seriously, and we are reviewing both our turnaround times and communication to ensure we improve going forward.
Purchased a medal bar 16 days ago, no goods no replies!
Purchased a medal bar 16 days ago, recieved initial order confirmation, have contacted twice now to enquire about dispatch of the goods and recieved no response. Telephone number listed does get answered and I’m starting to think it’s a scam! I’m sure they are busy this time of year because of rememberance but maybe don’t take so many orders if you can’t deliver on a decent turn around time or advise customers of when they are likely to receive their item! Will be contacting my bank tomorrow to see if the money can be recalled!! Very disappointed
5 November 2025
Unprompted review
Reply from Empire Medals Ltd
We’re very sorry to hear about your experience and the frustration this has caused.
We want to reassure you that we are a legitimate business, and we sincerely apologise for the lack of response to your enquiries—this is not the level of service we aim to provide. We understand how concerning this must be, particularly when you have not received updates on your order.
This is an exceptionally busy period for us due to Remembrance, but we fully recognise that we should have communicated this more clearly and responded to your messages.
We’re reviewing our processes to ensure better communication and more realistic turnaround times during peak periods.
Thank you for your feedback, and we’re sorry for the disappointment caused.
Manufacture and delivery painfully slow.
Medal bar was as expected, but the wait for manufacture and delivery was far too long, 6 weeks in total before item received. I only received an update on my order when I made contact, where I was asked when I needed it by. I have withheld 2 stars because of the time delay. I'm afraid I wouldn't use Empire Medals again.
20 October 2025
Reply from Empire Medals Ltd
Thank you for your feedback—we’re pleased to hear the medal bar met your expectations.
We’re very sorry for the delay in manufacturing and delivery, and for the lack of proactive communication regarding your order. We understand how frustrating it is to only receive updates after chasing, and this is not the standard we aim to provide.
We’re reviewing our processes to improve both turnaround times and communication, particularly during busy periods.
We’re sorry to hear you wouldn’t choose to use us again, but we do appreciate your feedback and the opportunity to improve.
Fast Service
Excellent service. I needed my medals mounted within weeks and Empire Medals facilitated this. Thanks!!!
20 October 2025
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
Poor Communication
I have order about 6 items, all within a few days of each other. I have received one with no communication as to where the other orders are, what the expected delivery date is or even if I am going to receive the items.
20 October 2025
Reply from Empire Medals Ltd
We’re very sorry to hear about your experience and the lack of communication regarding your orders.
We understand how frustrating it must be to receive only part of your order without any update on the remaining items or expected delivery times. This is not the level of service we aim to provide.
We are reviewing our processes to ensure customers are kept better informed, particularly when multiple orders are placed close together.
Thank you for your feedback—it’s taken seriously and helps us improve.
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
Reply from Empire Medals Ltd
Hello. Thank you for taking the time to leave us a review. We are glad that you’re happy with the service provided! We hope to see you again soon!
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