Name: Craft Gin Club
Address: Devonshire House, 60 Goswell Road, London, City of London
Rating: 4.75

“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 year 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 year 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 year 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 year ago

“I signed up off the back of a promotion for a discounted box. The box didnt come, and was then charged another £45 for a subsequent box. Tried to cancel the membership, can't do it online and so had to phone. Very pushy sales tactics when trying to cancel. Customer service is poor.”

Helpful Report

Posted 1 year ago

Hi There, We’re really sorry to hear about your experience. We always aim to ensure our members are fully informed about the ongoing nature of their subscription, and we make every effort to communicate clearly about payment and delivery timelines. In cases where a box is unwanted, we certainly don’t want you to feel stuck with it. Please feel free to get in touch with us at members@craftginclub.co.uk, and we’ll be happy to guide you through our simple returns process. Kind regards, Sophie Memberships Executive

Posted 1 year ago

“THEY WILL TAKE YOUR MONEY AND WON'T CARE ABOUT YOU!!! They said they couldn't cancel my payment today even though the box hasn't left their premises, and I will lose a box and £45 because I won't be home. This situation feels more like a scam than a business that cares about its customers. DON'T FALL FOR THIS TRAP!”

Helpful Report

Posted 1 year ago

Hi T, 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 Memebrships Executive

Posted 1 year ago

“If something goes wrong with a delivery they will not speak to you. Only available phone number is for cancellations only (apparently the people on that line do not know of any other number for the business). 12 days since order so far & no delivery”

Helpful Report

Posted 1 year ago

Hi There, We’re really sorry to hear about the issues you’ve encountered with your delivery and the difficulty in reaching us. We understand how frustrating this must be, and we apologize for the inconvenience caused. To help resolve this as quickly as possible, please email us at members@craftginclub.co.uk with your order details, and one of our team members will assist you right away. We’re here to get this sorted for you! Kind regards, Sophie Memberships Executive

Posted 1 year ago

“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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	3.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Craft Gin Club Reviews

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