Name: Craft Gin Club
Address: Devonshire House, 60 Goswell Road, London, City of London
Rating: 4.77

“Have been a member for years and am utterly shocked by recent customer services - it’s basically non existent . I’ve emailed several times to say my delivery arrived leaking and was rejected and they just don’t reply. It’s two weeks on - makes me wonder what’s happened to them ?”

Helpful Report

Posted 7 months ago

Hi Sarah, We're really sorry to hear about your recent experience and truly apologize for the delay in responding. We completely understand how frustrating it must be, especially after being a valued member for so long. We take this matter very seriously, and we’d love the opportunity to resolve this for you as quickly as possible. Please email us directly at members@craftginclub.co.uk with your order details, and one of our team members will get in touch right away to assist with your leaking delivery. Thank you for your patience, and we appreciate you bringing this to our attention. Kind regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“Very poor comunication ,no contact number, no response to emails”

Helpful Report

Posted 7 months ago

Hi Baz, Thank you so much for your feedback. Unfortunately, as we are still such a small team, we don't currently use a phone line - we simply wouldn't be able to keep up with the volume of calls that we would receive. Introducing a phone line is definitely something that we would like to do as we grow, but for now, we feel that we can provide better service via email. Our team is always available via email at members@craftginclub.co.uk, and we aim to respond to all queries within 48 hours. Please do get in touch with us so we can ressolve any issues. Kind regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“Poor website. Taster box was poor. Can't see when my next box is going to be delivered. Gin not that great and better ones in the supermarket at a better price. No reviews of gin, cant return if you don't like. Look at all the one star reviews.”

Helpful Report

Posted 8 months ago

Hi Jason, Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear that your recent experience didn’t meet your expectations. Regarding the delivery of your next box, you should be able to see this in your members area, following payment, you'll receive tracking details. As for the gin selection, we work hard to curate unique and craft gins, and while we believe they're of great value, we understand that tastes vary. We’re always listening and striving to improve, so thank you again for your comments. If you'd like to discuss this further or if there’s anything specific we can assist with, please feel free to contact us at members@craftginclub.co.uk. Kind regards, Sophie Memberships Executive

Posted 6 months ago

“They are thieves just took my money from my account for a subscription l don't know about”

Helpful Report

Posted 8 months ago

Hi There, We're sorry to hear that you missed the deadline for the upcoming box. We always make sure to inform new members about their membership and how to manage it. During the sign up process we always let people know that this is indeed an ongoing membership and once your all signed up we send a series of emails about your membership including the next payment and delivery. Our apologies if this was missed. 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 6 months ago

“This company are a total scam do not use. I paid for the trial box and then they took £45 without any prior warning from my bank account over a month ago. Still no box has arrived. I've tried several times to make contact to be told its coming next week with Evri. Still no sign. I am reporting them to my bank to try and stop anymore payments being taken. There is no where on the website to cancel the subscription but I have just tried to go back on to find a phone number and it's telling me to rejoin ? No 👎 total scam.”

Helpful Report

Posted 8 months ago

Hi There, We're sorry to hear that you missed the deadline for your box. We always make sure to inform new members about their membership and how to manage it. During the sign up process we always let people know that this is indeed an ongoing membership and once your all signed up we send a series of emails about your membership including the next payment and delivery. Apologies if any of our emails were missed, we always try to address any issues as soon as and I can see we shared your tracking as soon as it was available and as soon as we were made aware that you didn't receive your delivery we offered a replacement or refund. I can see that our last email confirmed your refund, so please do keep an eye out in case it was missed. If you do need any additional help, please do get back to us at members@craftginclub.co.uk. Kind Regards, Yasmine Customer Service Team Leader

Posted 8 months ago

“Took the £5 tester box and have ended up with an unwanted subscription. Gin club make it ridiculously more difficult to cancel the subscription by having to call a phone line during office hours instead of just being able to do it on the website.”

Helpful Report

Posted 8 months ago

Hi There, We're sorry to hear that you missed the deadline for the upcoming box and had any issues getting in touch with us. We're always charge members on the same day each month so members know when they are being charged and there are no surprises, we're sorry to hear about any confusion regarding your reoccurring payment. As always we'd never want you to be stuck with a box you don't want so please do drop us an email at members@craftginclub.co.uk and we'll talk you through our simple returns process. Our phonelines are open Monday to Saturday 9am - 6pm so you can get in touch with us whenever suits you but if you are having issues, please do drop us an email so we can help! Kind Regards, Yasmine Customer Service Team Leader

Posted 8 months ago

“Complete scam DO NOT USE!! Lure you in with a £5 taster box, then trap you in an overpriced monthly subscription which is impossible to cancel Every page on their website works, except the on where you can cancel, and they are unresponsive on there other forms of contact. Complete and total scam. Will be reporting them to the financial ombudsman”

Helpful Report

Posted 8 months ago

Hi There, We're sorry to hear that you missed the deadline for the upcoming box. We always make sure to inform new members about their membership and how to manage it. During the sign up process we always let people know that this is indeed an ongoing membership and once your all signed up we send a series of emails about your membership including the next payment and delivery. Our apologies if this was missed. 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 8 months ago

“Had an issue with damage to my introductory box. Tried contact as recommended via several emails (no response), website form (no response) and website feedback (guess what? no response). All over several weeks. Happy enough with the quality of the product so far, but extremely unhappy with non-existent customer service. Why is getting your customer service right so difficult???”

Helpful Report

Posted 9 months ago

“I ordered the initial trial box and paid for postage which was fine, however I never completed the registration to agree to the monthly subscription. Today I've had an email to say £45 is taken from my account! No prewarning email to advise of the intended payment otherwise I would have cancelled. I am really disappointed in this company and like others wish I'd have read the reviews first. Regards, Louise”

Helpful Report

Posted 9 months ago

“Having trouble with delivery all the time then I get told to have my parcel delivered to a different address……why would I do that???? I live here not anywhere else. So I’ll not bother again”

Helpful Report

Posted 10 months ago

Hi Val, We're sorry to hear that Evri had some issues locating your address we can completely understand how frustrating this is. We really don't want you to miss out on your box so please do drop us an email at members@craftginclub.co.uk so we can raise this with our logistics team! Kind Regards, Sophie Memberships Executive

Posted 10 months ago

“Absolutely disgraceful company. Life you in with an offer for a taster box without telling you this will result in a ongoing subscription at full price. Took my money with no warning and now refusing to co-operate to resolve this. Absolutely shameful.”

Helpful Report

Posted 10 months ago

Hi There, We're sorry to hear that you missed the deadline for the upcoming box. We always make sure to inform new members about their membership and how to manage it. During the sign up process we always let people know that this is indeed an ongoing membership and once your all signed up we send a series of emails about your membership including the next payment and delivery. Our apologies if this was missed. 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 10 months ago

“Wish I had seen all the negative reviews before signing up. Was offered as a free taster box through a Vodafone rewards service. However, this then forces you to sign up for an expensive subscription. In order to cancel the subscription you have to phone a number and wait on hold for a long time to speak to someone. This is very shady, clearly intended to make it difficult for people to cancel their subscription. Avoid!”

Helpful Report

Posted 10 months ago

Hi There, We're sorry to hear about any confusion regarding your membership. During the sign up process we do our best to make sure everything is clear for our new Gin Clubbers. Following this we send a sequence of emails so members have more information about their membership, our apologies if this was missed. As always, you can drop us an email at members@craftginclub.co.uk and we'll be happy to give you a hand! Kind Regards, Sophie Memberships Executive

Posted 10 months ago

“Litrally woke up this morning £45 taken from my acc for a suscription i did not know i had. My vodaphone acc offers u free taster box which i claimed and it has automatically put me in a suscription. Ive been calling thwm for 4 hrs and phones engadged.. so cnt even cancel this subscription!!!!”

Helpful Report

Posted 10 months ago

Hi Gerri, We're so sorry for any frustration caused! We always charge members on the same date each month to avoid any confusion. We always aim to respond to emails within 48 hours but not to worry, I can see that we've dropped you an email confirming your cancellation so keep an eye out! Kind Regards, Sophie Memberships Executive

Posted 10 months ago

“bad, overpriced, and very difficult to cancel membership”

Helpful Report

Posted 10 months ago

Hi There, We're so sorry to hear you feel this way but always welcome to feedback so thank you for sharing. We want to make everything as easy and smooth as possible here at Craft Gin Club so please 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 10 months ago

“I forgot to pause my order prior to the deadline and was charged for a gin box. I asked for a refund and to cancel the order the day after the money came out of my account, prior to the order being dispatched, as I am struggling for money this month. They refused to issue a refund. Surely this goes against consumer rights and if not it is just downright morally unsound. I have now cancelled my membership based on poor customer service”

Helpful Report

Posted 10 months ago

Hi Michael, We're sorry that you missed the deadline for the upcoming box. As always, you're never stuck with a box you don't want. So please do drop us an email at members@craftginclub.co.uk and we'll talk you through our simple returns process. Kind Regards, Yasmine Customer Service Team Leader

Posted 10 months ago

“I signed up for a sampler box, never activated my account and was hit with a 45 card charge that I never authorised. I couldn't possibly cancel the order as I never had an account activated. When asking Customer Services for help, they sent me a "reset" password email, but it came up as "activate your account" for the reasons stated above. This is a very weird business practice and I'm not 100% sure of how honest this company is. Calling a landline that nobody answers to in order to get help is also bizarre. I would like my full refund immediately.”

Helpful Report

Posted 10 months ago

Hi Vaishnavi, We're sorry to hear that the deadline for the upcoming box has been missed. As always you aren't stuck with a box, I've dropped you an email so keep an eye out. Kind Regards, Yasmine Customer Service Team Leader

Posted 10 months ago

“I have now emailed 3 times about my membership, got the generic email reply but nothing else. I am sure they missed a box that I am entitled to through by Bond. But other than email you cannot contact them so they have my money and I have no Gin! I have been a member about 3 years and up until this they have always replied within a day. I enjoy receiving the boxes, but something has gone wrong now.Roger”

Helpful Report

Posted 10 months ago

Hi Roger, We're incredibly sorry to hear this! I've reached out to our lovely Gin Bond team so you should be hearing from them shortly. Please keep an eye out for a response as soon as! Kind Regards, Yasmine Customer Service Team Leader

Posted 10 months ago

“Evri did not deliver my July package, I emailed your customer services and they said they would look into it but also I should contact Evri which I did. Two days later still no reply from yourself or Evri, we are now two weeks down the line and still waiting for a delivery which you said would be delivered on Tuesday, It's now Thursday and I have emailed you yet again to find out that my package is still not out for delivery. I wish to cancel my subscription but I have to ring you but can't get through on the phone as you keep cutting off my holding call!!! A very dissatisfied customer.”

Helpful Report

Posted 10 months ago

Hi There, We're incredibly sorry for any disappointment regarding your July delivery. I've had a look and I can see that you requested for your replacement to be sent once you returned from holiday. We always send our Gin of the months in shipments and I can see that yours was arranged to arrive from Monday, apologies if there was any miscommunication there we just didn't want it to arrive before you go home! But not to worry, as requested, I can see that your refund has been actioned. Kind Regards, Yasmine Customer Service Team Leader

Posted 10 months ago

“Way over priced for what it contains, and when this was iterated to the call handler when cancelling (theres not an option to just cancel online, or if there is its buried away somewhere) he laughed and said 'what, over priced at a fiver?' I said to him that that was a trial price and it was marketed at '£35 trial box for only £5'. The value of items in the box would have cost about £15, £20 at a push if you include their £6 magazine. Definitely need to train your call handlers in customer service, wouldn't have left a one star review if the call handler didn't act with such contempt.”

Helpful Report

Posted 10 months ago

“Same issues - can’t log in despite saving password; no email arrives when I ask to re set it; been asking to cancel for 2 months now - this feels like a scam.”

Helpful Report

Posted 10 months ago

Hi There, We're so sorry to hear that you had some issues logging in. You can always drop us an email at members@craftginclub.co.uk and we'll be happy to assist you. I've had a look and I can see that you've requested to cancel your membership and we've actioned that for you. Kind Regards, Yasmine Customer Service Team Leader

Posted 10 months ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Returns & Refunds
Refunds Process	Difficult

Craft Gin Club Reviews