Craft Gin Club Reviews

Name: Craft Gin Club
Address: 1 Stephen Street, London, City of London
Rating: 4.79

4.8 Rating 6,423 Reviews

96 %

of reviewers recommend Craft Gin Club

Company Reviews

Metrics

Info

4.8

Based on 6,423 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	4 out of 5
Returns & Refunds
Refunds Process	Difficult

About Craft Gin Club:

We're the UK's #1 club for gin lovers.
Every month, we select one of the world's finest small-batch gins, including rare and exclusive bottlings not available elsewhere, and send it to our members along with a range of complementary gourmet treats and a copy of our club magazine.

Visit Website

Email:

members@craftginclub.co.uk

Location:

1 Stephen Street,
London
City of London
W1T 1AL

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Craft Gin Club 5 star review on 19th July 2023

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My first order has not been delivered. Evri have had it since the 6th but not updated the delivery details so presume it is lost. Messaged customer service but have had no reply.”

Helpful Report

Posted 3 days ago

“Had their rum subscription for 2 months. 1st month fine. This month my order has not shown up. My tracking from evri said the parcel was damaged and returned to craft gin club and their customer service told me to contact them for a replacement. Cannot get hold of the customer service at craft gin club you can only email them but they do not respond i have been chasing for a replacement or refund for 2 weeks now. Called the cancellation line and they said cannot help with my misssing parcel and do not have the ability to offer me a refund for that i need to contact customer service”

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Posted 3 days ago

“Just bought spiced rum at Winchester Xmas fair for the first time and I think it is brilliant gone off dark rum very light and refreshing”

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Posted 6 days ago

“Called 3 times to cancel now and I feel like I'm just being pushed to one side! Still not had an email saying its been cancelled Also had a random email saying I have 15% off my next box when I wanted to cancel!! Not another box. Had to empty my bank account so they can't steal more of my money”

Helpful Report

Posted 1 week ago

“Sorry to say that the Christmas box just received is poor. I have been a member for years and it's always a bumper haul. A bag of crisps, small peanuts and a couple of chocolates is a very poor show.”

Helpful Report

Posted 1 week ago

“Do not use! They will just take money out of your account whenever they please, regardless of what it states on their site”

Helpful Report

Posted 1 week ago

“Tried to cancel my membership, and they added an order to my account! And they still haven't cancelled the membership. its also a pain to cancel, why can't this be done online?”

Helpful Report

Posted 1 week ago

“Worst customer service and product company I've ever dealt with. Still don't have the products I paid for, the completely screwed up my friends gift too. Have raised multiple disputes with the bank to try and get money back as I have”

Helpful Report

Posted 1 week ago

“Ordered the gin and tonic advent calendar for our friends and didn't receive it, instead looks like we received gin of the month??Lesser value. Not what we ordered or wanted and no message to say why we didn't get what we ordered. Very disappointed, just hope they can sort this mix up for us.”

Helpful Report

Posted 2 weeks ago

“Supposed to be a Black Friday sale. Not every one wants a load of syrups and mixers and othe4 stuff. Most people just want to buy gin.”

Helpful Report

Posted 2 weeks ago

Hi David, Thank you for taking the time to share your feedback! We completely understand that preferences can vary, and we’re thrilled to let you know that spirits, including gin are indeed featured in our Black Friday Sale, which kicks off today and the Black Friday Sale will be on Friday. Whether you’re looking for an exceptional gin to add to your collection or other exciting offers, we hope you’ll find something special. Kind regards, Sophie Memberships Executive

Posted 2 weeks ago

“Membership plans are claimed to be fully flexible but they are far from it. There is no phone number for customer service and contact by email is extremely slow. It usually takes a great deal of time and effort to get satisfactory resolutions to the frequent problems.”

Helpful Report

Posted 2 weeks ago

Hi There, Thank you for sharing your feedback. We’re sorry to hear you’ve had challenges managing your membership. We’d like to assure you that our membership plans are designed to be flexible, and you can make changes easily through the Members Area on our website, including skipping boxes or adjusting your plan. Our standard response time is within 48 hours, though during particularly busy times (like the festive season or major promotions), it may take slightly longer. Please know that our team is working hard to respond to all queries as quickly as possible, and we’re always striving to provide the best support we can. Kind regards, Yasmine Customer Service Team Leader

Posted 2 weeks ago

“The gins are interesting but thats why you subscribe - Ive been a customer for many years and I think not only are the boxes worse now, but they are more expensive than before too. The customer service is non existent (just under a month to respond to an email and when I replied there has been no response) I feel there is no desire to keep their customers returning. The membership rewards are just another means to get you to part with your money - they used to do little things you could spend your points on i.e a REWARD! but now its money off and you have to part with more money to use your points - that's hardly a reward! Not impressed and have stopped recommending. Feels like a bargain basement outfit vs a funky, lively, interesting club.”

Helpful Report

Posted 2 weeks ago

Hi Debbie, Thank you for taking the time to share your thoughts. Our boxes now include more items than ever before, carefully curated to bring you the best experience possible. We understand that tastes vary, and we’re always striving to strike the right balance to delight our members. Regarding customer service, we aim to respond within 48 hours, though during exceptionally busy periods, it may take a bit longer. We’re truly sorry for any inconvenience caused and appreciate your patience as we work hard to assist everyone. As for the membership rewards, we introduced the ability to redeem points for products to provide an alternative to money-off rewards, catering to orders of all values. We understand this might not work for everyone and welcome your feedback as we continue refining the program to better serve our members. We’d love the chance to win back your recommendation. If you have further feedback or unresolved concerns, please don’t hesitate to reach out to us directly. Kind regards, Yasmine Customer Service Team Leader

Posted 2 weeks ago

“I am extremely disappointed with my experience with Craft Gin Club. I placed an order on 5/11/2024, and as of today (25/11/2024), I still have not received my parcel. I have reached out to their team multiple times—via email, which was completely ignored, and over the phone, where I was told they would "chase this up." However, nothing has been resolved. No refund, no replacement, no updates—just silence. This level of customer service is unacceptable, and I won’t be recommending Craft Gin Club to anyone. Avoid if you value your time and money!”

Helpful Report

Posted 2 weeks ago

Hi There, We're incredibly sorry to hear this. We've dropped you an email so please do keep an eye out! Kind regards, Sophie Memberships Executive

Posted 2 weeks ago

“Charged me for a subscription I did not sign up to. When I asked how this happened I was told I clicked on a link in an email. I had not clicked on the link in the email. If I were to click on a link in an email how would this place an order without logging into my account and agreeing to the subscription. I click on many email links and do not automatically start subscriptions and orders by doing that alone. Poor explanation of why and how this subscription was started.”

Helpful Report

Posted 3 weeks ago

Hi There, We're sorry to hear about any confusion caused. From time to time we send out offers to people who used to be members with special offers, in case they are looking to rejoin. With these emails we always have a special code, button or a link for members to use. We always do our best to be super clear about any account changes and the most recent email informed members to 'To get this exclusive deal click the button below' and following this was the 'Click here to rejoin' button. Our apologies for any confusion on this, we'll pass this onto the relevant teams. Kind regards, Sophie Memberships Executive

Posted 2 weeks ago

“£39.95 for The Perfect Advent Pairings Bundle, buyers beware, you get normal tonic, citrus tonic, and ginger beer, then some dried berries and citrus fruit & spices. This come beautifully presented in a brown cardboard box not a display box that matches the calendar as it looks online, with a small flyer to tell you what to put in, not quantities just which gin, tonic/ginger beer, and dried fruit. Do your selves a favour get to the supermarket and spend 40p on a bottle of tonic.”

Helpful Report

Posted 3 weeks ago

Hi Mr D S Gruntled, Thank you for your feedback. We’re sorry to hear you were disappointed with The Perfect Advent Pairings Bundle. To clarify, this item is a separate offering that doesn't come in the same packaging as the Advent Calendars. The bundle focuses on delivering premium mixers, garnishes, and spices to complement a variety of drinks and is curated for versatility and creativity during the festive season. We appreciate your feedback and will share it with our team. Kind regards, Sophie Memberships Executive

Posted 2 weeks ago

“Never write a review but moved to after orders not being dispatched and multiple delivery failures. That coupled with the appalling customer service trying to resolve means I won't be back after a 3 year membership.”

Helpful Report

Posted 1 month ago

Hi There, Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about the recent delivery issues and customer service experience. We know how important a seamless experience is, especially for a valued member of three years, and we appreciate your patience as we worked to resolve this. Please keep an eye out for an email from us soon, we’d love the chance to make this right and restore your experience with Craft Gin Club. Kind regards, Sophie Memberships Executive

Posted 1 month ago

“Terrible Experience – Stay Away from Craft Gin Club! We ordered the taster box from Craft Gin Club on the 13th of October, but it arrived badly damaged. We immediately reported this with photos, expecting a replacement of the original items. Instead, we received a strange assortment of items that had nothing to do with our taster box. Meanwhile, we received several emails confirming we were still not members. Then suddenly, without prior notification or agreement, Craft Gin Club charged us £45 for a membership box, even though we hadn’t created an account and had no way to view or cancel this order. We asked them to cancel the order immediately, but they ignored our request and still sent the box days later. This £45 parcel was delivered while we were away and left outside. Craft Gin Club then told us we’d need to arrange and pay for a return in order to get a refund—even though most couriers don’t insure liquids, meaning we risked losing both the box and the shipping costs. This was an awful experience from start to finish, with poor customer service and a disregard for customers’ instructions and concerns. Save yourself the hassle and look elsewhere for your gin!”

Helpful Report

Posted 1 month ago

“My box wasn't delivered by Evri and i was told that they are returning it back. They didn't even try to deliver to me. I spoke to craft gin club and they said to email customer services but they haven't bothered to reply to me. After a year of getting boxes from them it's a shame they don't seem to want to help but quick enough to take payment. I will be contacting trading standards if my issue isn't resolved.”

Helpful Report

Posted 1 month ago

Hi There, Thank you for sharing your feedback. We’re sorry to hear about the delivery issues you've had recently. We understand how important it is to receive a seamless service, especially as a valued member, and we truly appreciate your patience as we worked to resolve this. Our team aims to respond within 48 hours, but during busier times, it may take a little longer, and we thank you for your understanding. Please keep an eye out for an email from us soon we’re committed to making this right and restoring your experience with Craft Gin Club. Kind regards, Yasmine Customer Service Team Leader

Posted 1 month ago

“Paid £4.99 fir the tester kit and then they took £45 out of my bank without my permission and I live on disability benefits because I have a rare hear and lung disease pulmonary hypertension now I can’t afford all my food this month. I can’t find a phone number to ring them please help!”

Helpful Report

Posted 1 month ago

Hi Mandy, We're sorry to hear to hear this. We'd never want you to be stuck with a box you don't want so feel free to drop us an email at members@craftginclub.co.uk and we'll talk you through our simple returns process. Kind Regards, Sophie Memberships Executive

Posted 1 month ago

“So frustrating to wait for your orders. I have been a member on and off now over 5 years. I haven't learned.”

Helpful Report

Posted 1 month ago

Hi There, Thank you for your feedback, and we’re really sorry to hear about your frustration with the wait for your orders. We completely understand how disappointing delays can be, especially as a loyal member for over five years. Please do drop us an email at members@craftginclub.co.uk so we can help! Kind regards, Yasmine Customer Service Team Leader

Posted 1 month ago

Craft Gin Club is rated 4.8 based on 6,423 reviews