Craft Gin Club Reviews

Name: Craft Gin Club
Address: Devonshire House, 60 Goswell Road, London, City of London
Rating: 4.76

4.8 Rating 6,514 Reviews

95 %

of reviewers recommend Craft Gin Club

Company Reviews

Metrics

Info

4.8

Based on 6,514 reviews

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

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:

Devonshire House,
60 Goswell Road,
London
City of London
EC1M 7AD

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Craft Gin Club 5 star review on 19th July 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Only one bottle of gin, advert said two”

Helpful Report

Posted 3 weeks ago

Hi There, Oh no, it sounds like there’s been a packing mistake, and we’re really sorry about that! That’s definitely not what we intended, especially if the offer said two bottles. We’d love to get this sorted for you right away. Could you please get in touch with us at members@craftginclub.co.uk so we can check your order details and arrange for the missing bottle to be sent? Thanks for letting us know, and we’ll make sure you get the gin you were promised! Kind Regards, Sophie Memberships Executive

Posted 3 weeks ago

“I did not receive the snacks or syrup. Very disappointed.”

Helpful Report

Posted 3 weeks ago

Hi Sarah, We’re so sorry to hear that part of your box was missing, that’s definitely not the experience we want for our members. Every box should arrive complete, and we completely understand how disappointing it must be to open yours and find something missing. Please do get in touch with us at members@craftginclub.co.uk and our team will be more than happy to help make this right for you as quickly as possible. Kind regards, Yasmine Head of Customer Service

Posted 3 weeks ago

“Signed up for special offer of May box free with June’s. Received one box but not the other. Particularly wanted to try the Secret Garden Scottish gin. Informed that it’s now out of stock, but I could have August box free instead. When I asked what the August gin was, I was told that it couldn’t be divulged🥴🤦‍♀️🙄! Still waiting for July box. Complete shambles imo🤷‍♀️!”

Helpful Report

Posted 4 weeks ago

Hi Sue, Thank you for your feedback, and I’m really sorry to hear about your experience. I completely understand how disappointing it must have been, especially as you were looking forward to trying the Secret Garden Scottish gin. I can confirm that the free box as part of your offer was sent and, according to the tracking, was successfully delivered. As soon as we heard from you that it hadn’t been received, we were keen to get a replacement arranged as quickly as possible. We always do our best to keep extra stock of past boxes for situations like this, but in this case, you’re absolutely right, the April box had unfortunately sold out, which is why we offered the July box instead. Your replacement order was placed on Tuesday, and while I’m sorry if this wasn’t made clear in our email, delivery is within 3–5 working days. You should have received your tracking details by now, but if not, please don’t hesitate to get back in touch and we’ll be happy to check on this for you. Thanks again for your patience, we really do appreciate it, and we hope you enjoy your July box once it arrives. Kind Regards, Yasmine Head of Customer Service

Posted 3 weeks ago

“My box has been missing in action since the 4th of July unfortunately and replacement not arrived yet”

Helpful Report

Posted 1 month ago

Hi Lesley, Thank you for your feedback and we're really sorry to hear about the delay with your July box. We completely understand how frustrating that can be. As soon as you got in touch with us yesterday, we arranged for a replacement to be sent out the same day. The tracking has now updated, and you should receive an email with the tracking details shortly. If you haven’t received it or have any trouble locating it, please feel free to contact us directly at members@craftginclub.co.uk we’ll be happy to send the tracking info over to you. Thanks again for your patience, and we hope your box reaches you very soon! Kind Regards, Yasmine Head of Customer Service

Posted 1 month ago

“Customer service is wack”

Helpful Report

Posted 1 month ago

Hi Christabel, Thank you for your feedback. We're sorry to hear that you were disappointed with your recent experience. We always aim to provide the highest level of service, and we’d like to clarify a few points to reassure you. We received your first message earlier today and immediately sent our auto-response confirming we'd get back to you within 48 hours. Since then, we received two follow-up emails, and we're pleased to say our team responded well within our promised timeframe, we responded this afternoon. Your cancellation request was actioned straight away upon receipt. If you haven't received this, please do check your junk and spam! We’re always working to improve and really value all feedback. If there’s anything specific about your experience you’d like to share so we can better understand how we can do better, please don’t hesitate to get in touch. Kind Regards, Yasmine Head of Customer Service

Posted 1 month ago

“I was expecting a bottle of gin not a miniature. I should have read the offer properly, but flI feel it was misleading.”

Helpful Report

Posted 1 month ago

Hi There, Thank you for your feedback, we’re sorry to hear the taster box didn’t meet your expectations. Just to clarify, the taster box you signed up for is a special introductory offer featuring 2 x 5cl miniature gins, with just £8.99 to cover postage and packaging. We include clear descriptions and imagery of exactly what’s included on the taster box landing page, as transparency is really important to us. Our full subscription boxes, which are £47, are a completely different experience and include a full-size bottle, mixers, snacks, and more. The taster box is simply a way to try out a little taste of what we offer and get you excited for your next box. That said, we really appreciate your honesty, and we’ll continue doing our best to make all messaging as clear as possible. If there’s anything else we can help with, just let us know. Kind Regards, Yasmine Head of Customer Service

Posted 1 month ago

“You sign people up before there trail box has arrived and it feels very rushed and pushy.You send this survey and I cannot answer the questions because I only ordered it a couple of hours ago”

Helpful Report

Posted 1 month ago

Hi Bill, Thanks for your feedback, and welcome to the club! We’re sorry to hear things felt a bit rushed. Just to clarify, Craft Gin Club is a subscription service, so to receive a box from us, members do need to join the club. We don’t offer one-off purchases, but rest assured, you’re always in control. You can skip a box or cancel your membership at any time, with no hassle. For transparency, we charge all members on the 23rd of each month for their upcoming box, so if you ever want to make changes, just make sure to do so before then. We really appreciate you taking the time to share your thoughts, even early on, and we hope you enjoy your first box once it arrives! If you need any help, our wonderful Memberships Team is always here to support you. Kind Regards, Yasmine Head of Customer Service

Posted 1 month ago

“This review request said: "When you get a free moment, we would love it if you could let us know how we are doing! Simply click below to leave us a brief review of your recent Rum Box". I never received a Rum Box. There is obviously something wrong with your review requests! I did receive a Gin Box and have already received a request to write a review on Trust Pilot. However, that Gin Box arrived without the info/recipe sheet about the gin and cocktail of the month. Altogether, not very clever this month!”

Helpful Report

Posted 1 month ago

Hi Yvonne, Thanks so much for your feedback, and we're really sorry for the mix-up! It looks like the subject line of our review email mentioned a Rum Box in error, definitely not what we intended, and we completely understand the confusion. Thanks for flagging it! We also want to make sure you get the full Craft Gin Club experience, so we’d love to help with the missing info/recipe card from your Gin Box. Just pop us a message at members@craftginclub.co.uk and our Memberships Team will get that sorted for you right away. Thanks again for your support and for giving us the chance to put things right. Kind Regards, Sophie Memberships Executive

Posted 1 month ago

“Awful. Was silly enough to sign up for an offer and am now 'a member' and having payments taken from my credit card. Had no notification of the amount, no contact or no opportunity to cancel. Haven't even signed up for an account with them. Please be aware.”

Helpful Report

Posted 2 months ago

Hi Jo, When you sign up for one of our offers, it does begin an ongoing membership this is clearly stated during the sign-up process, and we follow up with a series of emails outlining what to expect, including your membership details and upcoming payment dates. We understand it can be frustrating if these emails were missed or ended up in your spam folder, and we’re sorry for any confusion this may have caused. You can cancel your membership at any time from your Members Area, but if you didn’t complete account setup or are having trouble accessing your account, please don’t worry just email us at members@craftginclub.co.uk and we’ll help you sort everything out quickly, including cancellation or returns if needed. Kind Regards, Sophie Memberships Executive

Posted 2 months ago

“Awful experience”

Helpful Report

Posted 3 months ago

Hi There, Hi there, we're really sorry to hear you didn't have a great experience. That’s certainly not what we aim for! If you’d like to chat more about it, our team’s always here to help, feel free to drop us a message. Kind Regards, Yasmine Head of Customer Service

Posted 3 months ago

“Difficult to cancel subscription - need to call up rather than cancel online.”

Helpful Report

Posted 4 months ago

Hi There, Apologies for any frustration regarding our cancellation process. Our aim is to make everything as smooth as possible with everything we do and offer at Craft Gin Club and we’re sorry to hear that you feel this isn’t the case. Thanks for your feedback. Kind Regards, Sophie Memberships Executive

Posted 3 months ago

“It appeared I was making a purchase, but the email confirmation said it was a subscription. This wasn't clear when I bought the item. The company put multiple barriers in the way of cancelling the subscription, from failing webpages, to repeated emails and finally forcing me to call, where they tried to convince me I wanted a subscription I never signed up for. Never shopping via Bright HR again!”

Helpful Report

Posted 5 months ago

Hi Cat, We're so sorry to hear that you've had any issues canceling. Please do let me assure you that this isn't the intention we always want to make things easy for members so they are in control of their membership. We aim to respond to all emails within 48 hours so please do drop us an email at members@craftginclub.co.uk and we'll get back to you as soon as! Kind Regards, Sophie Memberships Executive

Posted 4 months ago

“I purchased a taster box with a coupon code and two days later got billed for a regular monthly subscription with no confirmation email stating I joined the club. It is very dishonest and extremely difficult to cancel any membership. Customer services has a preference for automated responses.”

Helpful Report

Posted 5 months ago

Hi Megan, We’re sorry to hear about your experience and would love the opportunity to put things right. Our Memberships Team is dedicated to providing great customer service, and we always strive to ensure our processes are clear and straightforward. We can assure you that all our responses come from real people who are happy to help. Please do reach out to us directly at members@craftginclub.co.uk, and we’ll be more than happy to look into this for you. Kind regards, Sophie Memberships Executive

Posted 5 months ago

“I never received taster pack…sent numerous emails and not yet been refunded for this. Tricked into signing up and money taken for a box a do t even want. Terrible service, terrible customer service and certainly do not recommend!!”

Helpful Report

Posted 5 months ago

“Clicked a voucher for this product through another retailer. Didn’t realise I was signing up for regular deliveries. They advised me on the cut off date that they were sending a box. Could sign into member area to cancel. Emailed company and someone from company did get back to me to advise me it was too late to cancel. Feeling ripped off.”

Helpful Report

Posted 5 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 5 months ago

“Very poor service, cancelled membership in January got email to confirm all cancel, Only to find they are still taking £45 from my account Would not recommend or use again They do not take calls on Sundays only take money Will call them again on monday”

Helpful Report

Posted 5 months ago

Hi Harry, We're so sorry to hear this and would love to look into this. Can you please drop us an email at members@craftginclub.co.uk. Kind regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“Just received the February gin box, and so disappointed in the snack selection. Really took the shine off the gin. This was supposed to be the valentine box, sadly not a heart in sight. I used to look forward to the boxes every month, but I am now sadly thinking of leaving the gin club.”

Helpful Report

Posted 6 months ago

Hi Deana, Thank you for reaching out and for sharing your feedback. I'm really sorry to hear that your February box didn’t meet your expectations, especially as it was meant to embody Valentine's. We truly value your opinion and are always looking to improve. While we can't reveal all the snacks just yet, I can tell you that we curated a selection to pair perfectly with the gin offering, including a classic strawberries and cream treat, as well as a snack with unexpected aphrodisiac qualities, perfect for the Valentine's! As always, we appreciate you sharing your thoughts with us. Kind regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“Do not sign up to this company as they make it impossible to cancel afterwards. I emailed them to cancel and was told I needed to phone up. When I phoned up the line was constantly engaged. When I tried to access my account online it was blocked. I have since been charged for another month only 10 days after my first order. Once I finally got through to customer service they were not willing to refund me and have taken money out of my account even though the next batch hasn't even been shipped yet”

Helpful Report

Posted 6 months ago

Hi Joe, We’re sorry to hear about your frustration with the cancellation process. We always aim to make membership management as straightforward as possible and provide clear information during sign-up about the ongoing nature of the subscription. Additionally, we send a series of emails to keep members updated about their payments and deliveries. Wait times are currently under two minutes on average, if you are having any issues, please do drop us an email so we can help. Kind regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“There is no way to cancel your subscription, the company is doing everything to make it impossible. You will pay them FOREVER, even if you buy just one box and don't like it”

Helpful Report

Posted 6 months ago

Hi There, We’re sorry to hear you’ve had trouble managing your subscription. You can cancel your membership anytime by heading to your Members Area on our website, where you’ll find the simple cancellation process. Alternatively, if you’d prefer some assistance, please feel free to drop us an email at members@craftginclub.co.uk, and our team will be happy to guide you through it. We always aim to make membership management as transparent and straightforward as possible, and we’d love the chance to resolve this for you. Kind Regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“Eventually got through on the phone number today to cancel my account after calling 10+ times and the number constantly being busy. Explained that I thought the cancellation process was ridiculous and having been a loyal customer of 6 years, and someone just taking a short break, now I simply wont be back. No apology from the chap on the phone. No explanation. So hence the review. An explanation, an apology, and some actual acknowledgement that they are working on the cancellation process would have meant I wouldn't have left a 1 star review, and may have been back. So easy to sort as well. Massive shame. And kinda of stupid. (By the way, MOST of the 1 star reviews are about their cancellation process. They are literally, and rather stupidly, shooting themselves in the foot).”

Helpful Report

Posted 6 months ago

Hi David, We’re sorry to hear about your frustration with the cancellation process. We always aim to make membership management as straightforward as possible and provide clear information during sign-up about the ongoing nature of the subscription. Additionally, we send a series of emails to keep members updated about their payments and deliveries. We’re sorry to hear that you had any issues getting through to us, our wait times are currently under two minutes on average, and we’re always striving to provide prompt service. Your concerns have been noted, and we take feedback like yours seriously. We’d love the opportunity to address any lingering concerns, feel free to drop us an email at members@craftginclub.co.uk, and we’ll be happy to assist you further. Thank you for being a loyal member for six years. We hope to welcome you back in the future. Kind Regards, Yasmine Customer Service Team Leader

Posted 6 months ago

Craft Gin Club is rated 4.8 based on 6,514 reviews