Craft Gin Club Reviews

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

4.8 Rating 6,460 Reviews

95 %

of reviewers recommend Craft Gin Club

Company Reviews

Metrics

Info

4.8

Based on 6,460 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

“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 weeks 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 weeks ago

“Really annoyed that I cannot cancel my membership without making a phone call.”

Helpful Report

Posted 1 month ago

“Awful experience”

Helpful Report

Posted 1 month 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 1 month ago

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

Helpful Report

Posted 1 month 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 1 month 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 2 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 2 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 months ago

“Problems with orders. One went missing and second order had a missing bottle. I have been a customer since 2019. Have built up lots of points. Used some points to purchase £20 voucher. When order didn’t arrive they refunded me but never adjusted my points until I chased them. On the other order with missing bottle they refunded me not the full amount because I had used a voucher. Complained about the service and pointed out that when it affects them they don’t forget if you have used a voucher. Told them I wasn’t happy and to cancel my membership. No apology given and just sent me an email to say they had cancelled it and would I complete survey as to why I was leaving! Felt very undervalued as a customer.”

Helpful Report

Posted 4 months ago

Hi Deborah, Thank you for bringing this to our attention. We’re very sorry to hear about the difficulties with your recent orders, as this is certainly not the level of service we aim to provide. Please check your inbox, as our Customer Service Team Leader, Yasmine, has sent you an email to address your concerns and ensure everything is resolved to your satisfaction. We truly value your feedback and your loyalty since 2019, and we’re committed to making this right. Thank you for your patience as we sort this out! Kind regards, Sophie Memberships Executive

Posted 4 months ago

“Asked to cancel then up pops a message to phone you…why I just want to cancel with no hassle.there’s a button to press to cancel so why then is there then a phone number to call you. Is it not plain that all I want to do is cancel. E Gleeson.”

Helpful Report

Posted 4 months ago

Hi Eileen, Thank you for your feedback! Yes, we currently require members to call us to cancel their membership. This approach allows us to provide a personalised experience, ensuring we understand your reasons for leaving and can address any concerns directly. We aim to make this process as quick and seamless as possible. If there’s anything else we can help with or discuss further, please don’t hesitate to reach out to us at members@craftginclub.co.uk. We’re always here to help! Kind regards, Sophie Memberships Executive

Posted 4 months ago

“Their just scammers they take your money but don’t send order taken three lots of money their took from my account three lots of payment in one month? but not delivered any till 7th January one box after lots of emails”

Helpful Report

Posted 4 months ago

Hi Christina, Apologies for any hassle here! I've had a look into your account and I can only see one payment. A second one was taken for the most recent box but you requested to cancel and refund which we issued for you. I'm afraid we can only see one email from yourself, we did get back to this but haven't heard back from you. Please do keep an eye out in your junk or spam filter for the most recent email from us as we'd love to help with any issues! Kind regards, Yasmine Customer Service Team Leader

Posted 4 months ago

“I accepted an introductory offer of a gin taster pack but then had to request this several times before it was finally resent to me. I then paid my monthly fee in December for my January pack.. was assured this would be delivered between 4th to 7th January but have still received nothing. I have now cancelled my subscription as this is an appalling service.... despite regular reassurance from the customer service team”

Helpful Report

Posted 4 months ago

Hi Stuart, We truly regret any disappointment that led to you cancelling your membership with us. We understand how important it is to receive your boxes on time and appreciate your patience throughout this process. We appreciate your feedback regarding the introductory offer and your January box delivery. We aim to communicate all our processes clearly during sign-up, including the delivery schedule and how our subscription works. I’m sorry if there was any confusion or inconvenience regarding your order. If you would like to discuss this further or if there’s any additional information you’d like to share, please email us at members@craftginclub.co.uk so we can review your account details and address your concerns directly. Kind regards, Yasmine Customer Service Team Leader

Posted 4 months ago

“I also rang to cancel my membership in December and had email confirmation of this. However payment for January box was taken out of my account. When I queried this I was told I had a duplicate account and it was too late to cancel. I'm still not sure if it is cancelled despite emailing and telephoning them”

Helpful Report

Posted 5 months ago

Hi Karen, Thank you for your feedback, and we’re sorry to hear about your recent experience. We can confirm that your second account was still active, which is why the membership remained open. This has now been cancelled, as confirmed in our email to you. If you haven’t seen this email yet, please check your inbox and spam folder for our confirmation. We sincerely apologise if there was any confusion or if you missed any of our previous communications. If you have further questions or need assistance, please don’t hesitate to reach out to us again at members@craftginclub.co.uk. We’re here to help and want to ensure everything is fully resolved for you. Kind regards, Sophie Memberships Executive

Posted 5 months ago

“Purchased sample box on 8th December 2024. As I used an incorrect address, I asked them to change it to my current address. Unknowingly I have also signed up for their subscription. I received email confirmation that my sample box order is placed. I did not receive any emails relating to the subscription - price, date, content etc. No information has been supplied. I also did not receive an email from PayPal that a subscription was set up which I usually do. On 23rd December I received an email that my 'subscription' order has shipped and a payment from PayPal was taken. I reached out to the vendor to cancel it on 23rd December. They told me that it’s too late and the final date to cancel was 22nd December - again I never received any communication that the item was being prepared, that if I want to cancel I should do it now etc. I was then informed that the disclaimers are located in the checkout process. After investigating, they are indeed there but they are added in predatory ways. A box at the bottom of the delivery section that states a subscription will be set up - they know that customers do not read past the 'go to payment' button. They are clearly taking advantage of consumers!”

Helpful Report

Posted 5 months ago

Hi Adam, Thank you for sharing your feedback. We’re sorry to hear about your experience and any confusion caused. During the signup process for our sample box, we always make sure to inform new members that this is part of an ongoing membership. This information is included in the checkout process, and we also send follow-up emails about how to manage your membership, including details of the next payment and delivery. Our apologies if these communications were missed. We completely understand your concerns and want to make this right. If you’ve received a box you no longer want, please email us at members@craftginclub.co.uk, and we’ll walk you through our simple returns process. Kind regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“When did it all change? I have been a customer of Craft Gin Club for a number of years and the service has always been really friendly and super helpful in the past. But my god it has changed massively for the worst. I ordered some Spiced Rum, which turned out not to be Spiced - despite what it said on the website. All I want to do is return and replace - but it's so difficult to get things sorted. Firstly there is no longer a customer phone number - which would be ok if they read and replied to emails. I have had to go back and forth several times to get to a point where they have finally offered to take the rum back. But lo and behold now the courier hasn't turned up. I realise the courier is another company, but it's who Craft Gin Club have chosen to use and frankly the service of both is very poor. It's such a shame to write this - what happened to this once customer focussed and friendly small business. A victim of their own success? - maybe, but success can disappear as quickly as it arrives if customers aren't happy. Interesting to read recent reviews on here which are pretty bad, despite an overall high score - which probably reflects the point about things changing.”

Helpful Report

Posted 5 months ago

Hi Tim, Thank you for your feedback, and we’re truly sorry to hear about your experience. We sincerely apologise for any inconvenience caused by receiving the incorrect item. We’ve already arranged for a free return of the rum, and your courier should arrive on the day you selected. Please keep an eye out for them. We understand your frustration regarding the courier’s service, and we’ll make sure to raise your feedback with them directly to improve this process. At Craft Gin Club, we value our members deeply and are continuously working to provide the best service possible. If there’s anything else we can do to help, please don’t hesitate to email us at members@craftginclub.co.uk, and we’ll be happy to assist, we aim to respond to all emails within 3 working days. Kind regards, Yasmine Customer Service Team Leader

Posted 5 months ago

Craft Gin Club is rated 4.8 based on 6,460 reviews