Name: Drinks Direct
Rating: 4.91

“It's a shame that the website doesn't indicate if an item is in stock or not. The next day service is great, but only works if the goods are in stock. I ordered several lots of gin to be sent to clients and most of it wasn't despatched for eight days. The website should indicate if the item is out of stock thus delaying the delivery.”

Helpful Report

Posted 11 years ago

Thank you for your feedback. The drinksdirect.co.uk website has availability guidance information provided for each product. This is currrently not real-time, however it is updated regularly with the latest availability information. It is also possible to check the availability of any particular product by emailing customer services on info@drinksdirect.co.uk or calling the Corporate Sales Team on 0845 519 5400. If you can email info@drinksdirect.co.uk with the order number/s for the orders you have advised you experienced an extended delay in dispatch on, they can then investigate and advise further on this. We apologise for any inconvenience.

Posted 11 years ago

“We ordered online but seemed to be a problem with the payment centre. Tried ringing up to pay but only a trade phone number. Rang it got answer phone and left message but nobody got back to me. Had to ring three times, however once paid the delivery was fast so I was happy in the end!”

Helpful Report

Posted 11 years ago

Thank you for your feedback. We are sorry to read of the issue you experienced in paying for your order. It appears the delivery of your order was relatively quicker than the payment processing. If you should experience any problems in the future with paying for your order online, please select the "phone me for card details" payment method. You would then be contacted, usually within 1-2 hours, during normal business hours. We apologise for any inconvenience and hope you enjoy your purchase.

Posted 11 years ago

“all was good, right product delivered to the right address on the right day.....but the message tag was missing so recipient didn`t know who sent it”

Helpful Report

Posted 12 years ago

Thank you for your feedback. There are stringent order processing checks in place. We can confirm from the order records that the gift message and details of the item packed in your order was included. It is possible that the gift message and packing slip document slid to the bottom of the box and were not immediately visible to the recipient. We would always be happy to assist a recipient in case there are any issues in locating details of the sender of an order. However it looks on this occasion that this was not necessary, as it appears you may have contacted the recipient before the recipient contacted us for more information. We apologise for any inconvenience, however if the recipient still has the packaging for the item received they should find the sender information inside.

Posted 12 years ago

“response to the order was swift and correct and no problems with delivery,but as i was not in at the time of delivery,my wife was meet by a grumpy delivery man, who just dumped five cases of drink in the hall and told my wife they were not very heavy,but they were,upon which my wife had to struggle to move the cases to clear the front door entrance,he then left without as much as a thankyou or goodbye.”

Helpful Report

Posted 10 years ago

Thank you for your feedback. We are sorry to read of the issue you have experienced with the delivery driver. Most our courier partners delivery drivers are helpful and are willing to go that bit further where required. We will be passing your feedback to the couriers, so the issue can be directly taken up with the delivery driver for your order. We apologise for any inconvenience.

Posted 10 years ago

“Good bottle of Bulldog gin. Also ordered a bottle of Old Tom, for it to be delivered to a different address. Unfortunately it turned up at mine????”

Helpful Report

Posted 10 years ago

Thank you for your feedback. I am sorry to read of the issue you have experienced with the delivery address for one of your orders. The order logs have been checked and they show the same delivery address was provided for both orders. There does not appear to be any other delivery address provided and as such your orders were processed for delivery to the delivery address as provided. We apologise if the service did not meet your expectations on this occasion.

Posted 10 years ago

“Website was fine, not as varied as some other companies, I didn?t get exactly what I wanted and compromised because of the cost of postage, goods arrived in decent time and packaged well”

Helpful Report

Posted 7 years ago

“The service from Drinks Direct was great, my items were dispatched straight away (even though I?d left my Christmas shopping to the last minute) and the goods I received were excellent. My folks were chuffed as they can?t find this wine they love in the shops. I must admit I was a bit concerned that they wouldn?t be packed well enough for transit but there was really no need to be concerned. It?s a shame I can?t say the same about the courier they use (City Link)! I was informed of my delivery day so I arranged to be in all day so that I didn?t miss the parcel only to check online at 3pm that apparently my goods were back at the depot due to a failed delivery attempt! Don?t think so! I?d been keeping an eye out all day and nada, not even a missed parcel card! Since I was frustrated I sent a complaint to City Link (via e-mail) and I?m still waiting for a response from them. To my surprise it turned up the next day (if I?d have had another so called missed parcel I would have blown a fuse as they try to deliver your item twice then you have to go and pick it up from the ?local? depot which just so happens to be a fifty minute journey there and another fifty back (and that?s if you have a car!) So ? overall I?m really happy with the goods but I have reservations about using Drinks Direct again purely because of the City Link incident (I know it?s not Drinks Direct fault but this isn?t the first complaint on here about the courier and I?m sure it won?t be the last!)”

Helpful Report

Posted 13 years ago

“They were quick as a service but there was a lot of hidden tax which goes higher the more you buy. Add the delivery charge it's extortionate. I only ordered one cherry brandy and 2 grenadine as at the time I couldn't find it. and it came to just under ?40 1/4 of the cost being tax. I ended up finding everything I needed elsewhere that was half the cost. It's conveniant but never again.”

Helpful Report

Posted 13 years ago

“However the charge for delivery to Scottish Islands was excessive.”

Helpful Report

Posted 12 years ago

Thank you for your feedback. The delivery charge to the Scottish Isles is higher than for Mainland UK due to the higher costs of transport to this location. Some online companies also charge higher delivery rates for the upper reaches of Scotland on the Mainland, however for all of Mainland UK, DrinksDirect.co.uk charges a fixed delivery charge. We think it would be great to see a fixed delivery charge for the whole of the UK including the Isles, however as our couriers need to cover their costs, as do we, there is a higher delivery charge to the Scottish Isles. If this is a possibility, you may like to consider shipping to a friend or relative in the upper reaches of Scotland, on the Mainland and avoid the higher shipping cost of direct delivery to the Scottish Isles. We hope you still continue to enjoy using the DrinksDirect.co.uk service in the future.

Posted 12 years ago

“Bottle are for wedding favours The black bottles were scratched resulting in a disappointment and poor affect”

Helpful Report

Posted 9 years ago

Dear Denise, Thank you for your feedback. Your purchased items have been checked with the dispatch warehouse and it appears the bottles you purchased have a tendency to scratch very easily. If you are unhappy with the bottles please contact the DrinksDirect.co.uk customer service team on the following email address: info@drinksdirect.co.uk and they will be happy to assist further. We apologise for any inconvenience.

Posted 9 years ago

“Shiraz advertised as 2009, but actual was 2010. In fairness DrinksDirect did let me know, but the website stocking levels needs updating.”

Helpful Report

Posted 13 years ago

Thanks for your feedback. The vintage on your ordered wine had changed and you were called and emailed to confirm whether your order could be processed with a newer vintage. Only after your confirmation was your order then processed. Unfortunately we do not get vintage change information from all of our suppliers. And so vintages can on occasions change without prior notice. Where we do find a vintage has changed we try to contact customers to ensure they are happy to proceed before the order is processed.

Posted 13 years ago

“I would like to start by saying I was extremely grateful to find a stockist that had the wine I have been looking for. Its been 5 years since I discovered this particular wine and since then I haven't been able to find it in a store so finding it here had me very excited. That said, I was disappointed that when ordering it said on the website that the product was in stock - having checked the delivery info I made sure I was home on the expected day. Only it didn't arrive so I contacted the support team only to be told it wasn't in stock and that I would be informed when it was. I was away for 10 days and therefore had to arrange an alternate delivery date and therefore "next day delivery" was nearly 2 weeks later. There were also some issues with the actual delivery but as these are handled by a courier service I don't hold that against DrinksDirect.co.uk. Please don't be disheartened however, the staff are very helpful and pleasant and I for one haven't been put off of using the service and I don't doubt for a second that I will use again. I only hope that the stock levels according to the site are correct.”

Helpful Report

Posted 10 years ago

Thank you for taking the time to provide your honest feedback. There was a stock issue with your ordered product and it appears the product may have been showing an availability of "in stock" when your order was placed before it changed to "out of stock - more soon". The stock availability information on the website is not currently real-time. However the stock availability information for products is updated several times each day. It appears a communication was received via email advising you will not be available to take delivery for 10 days and as such the dispatch of your order was delayed until the end of December. We appreciate that this would not have been necessary had the product ordered been in stock and we apologise that the stock availability information had not been updated at that time your order was placed. Once an order has been processed for dispatch an email is sent to the invoice email address to confirm this. Orders are dispatched on a next working day delivery service as standard. Your order shows it was successfully delivered just before the New Year on Wed 31 December 2014. We apologise again for any inconvenience.

Posted 10 years ago

“I needed a gift and thought a bottle of port delievered to their office would be perfect. The range and process was good up until the point I tried to pay. I had put my card details in and when sent to the payment verification area the screen just said error. From this point I wasn't sure what to do and by using the back key I wasn't sure I was going to pay for it twice. Having no other option I did go back and clicked the box that requested someone call me to pay. They did just that and the payment over the phone was very easy. I was assured that my previous attempt to pay had not gone through. The recipient was very happy with his bottle of port and I was very impressed by the next day delivery service.”

Helpful Report

Posted 11 years ago

“Albeit I am quite satisfied with the product, I am disappointed in the fact that it was NOT clear that my purchase could not be delivered on the date I requested. I ordered champagne for some very good friends of mine who we're celebrating their 30th anniversary and therefore I wanted it to arrive on the correct day. It arrived the following day and so 'the moment was lost'. If delivery cannot be guaranteed on requested date then this should be made clear at point of purchase”

Helpful Report

Posted 11 years ago

Thank you for your feedback. Information for your order is showing it was received on a Sunday and the earliest your order could be processed for dispatch was Monday. Orders are dispatched on a next working day delivery service as standard and the order was successfully delivered on Tuesday. It was not possible to process your order for delivery on Monday and I hope the reason provided above explains this. Further delivery information is also provided in the delivery section of the website. We apologise if the service did not meet your expectations on this occasion.

Posted 11 years ago

“This service is by and large excellent. However the prices shown on the sales pages are subject to a delivery charge to which is then added the Vat, adding ?6 to a case of six. Shame. The wine is not cheap, so perhaps the delivery charges need adjusting.”

Helpful Report

Posted 11 years ago

Thank you for your feedback. The delivery charge information for mainland UK is communicated on the homepage of the website and also in the delivery section. The delivery charge for mainland UK is fixed and is free for orders over ?500. The mainland UK delivery charge shown on the website includes VAT. At the checkout the delivery charge is divided into the non-vat and the vat element of the delivery cost. Both the delivery charge and product costs are shown in the order summary before you to proceed to enter payment information for an order. Orders are also dispatched on a next working day delivery service as standard and there is no extra/premium charge for this. We apologise if you have not been able to locate the delivery charge information on the website. The link to the delivery section can be found at the footer of each webpage.

Posted 11 years ago

“Great service - items arrived promptly and well packaged. Was disappointed though that postage cost was circa ?16 - just because I live in Belfast should not mean I pay extortionate amounts for postage - I buy from Britain all the time and do not encounter this discrepancy with other sellers.”

Helpful Report

Posted 11 years ago

“DrinksDirect sell good wines at a fair price. Their delivery is quick although the online tracking for delivery is nearly useless. So if you are flexible about roughly when your delivery will occur, I would happily recommend DrinksDirect.”

Helpful Report

Posted 10 years ago

Thank you for your feedback. Orders are dispatched on a next working day delivery service as standard. Unfortunately not all our courier partners provide an ETA service to advise of the time window for delivery. We recommend where possible a delivery address is provided where there is likely to be someone in, such as a work address if a home address is inconvenient. Orders can also be left with a neighbour, to help ensure timely delivery. Where delivery instructions with neighbour information is provided, this information is passed on to the couriers. However I can advise our courier partners that do not currently provide a delivery ETA service are working to provide this service for the future. We apologise for any inconvenience this may cause in the meantime.

Posted 10 years ago

“I made an order and immediately realised that I had made an error. I contacted customer services and asked them to amend my order (changing a bottle of red to white). I didn't receive a reply and my order was not amended.”

Helpful Report

Posted 9 years ago

“Not dispatched as requested.”

Helpful Report

Posted 8 years ago

Dear Ms Angelica Rubino, Thank you for your feedback. We are sorry to read you have not been happy with the service you have received. The information for your order shows a delivery date of yesterday was entered. However the order was received and payment completed after 5pm on Monday (BST, UK Time). Orders are required to be made before 5pm on any working day to be processed the same day. Whilst efforts are made to accommodate late orders, on days where order volumes are particularly high, it is not always possible to accommodate late orders. As the order appears to have been placed outside of the UK, you may not have been aware of the time in the UK when the order was placed and that it had gone past the order cut-off time. Your order was processed on the next available dispatch date which was yesterday and was successfully delivered earlier today, on the standard delivery service. Delivery information and details of the delivery services available is provided on the Delivery section of the website. We apologise if the service has not met with your expectations on this occasion. Kind Regard, DrinksDirect.co.uk Order Processing Team

Posted 8 years ago

“Goods ordered and received on date specified. However some concerns were raised on the day of delivery when a Text Message from your courier of choice advised that the goods had not been released by Drinks Direct (despite an e-mail to the contrary) and that delivery would most certainly not be made on that day. As the goods were for a birthday gift there consequently followed an hour of panic trying to contact Drinks Direct only to find they were only contactable by e-mail or fax. However while waiting for their reply the parcel actually arrived (albeit by a different courier than the one specified). It would have been nice to be informed of the courier switch beforehand and even nicer to be able to contact Drinks Direct by phone.”

Helpful Report

Posted 11 years ago

Thank you for your feedback. I am sorry to read of the issue you experienced with the incorrect courier information you received via text message. Looking at the details for the order, it appears the correct courier information was provided in the dispatch confirmation email sent to you. However the text message you received with incorrect delivery information is being looked into. The email records show a reply to your email requesting clarification on the delivery details was sent within 90 mins of the email being received and in the meantime, as you have advised, your order was successfully delivered to you. The DrinksDirect.co.uk Customer Services team aim to respond to email enquiries within 1 hour during normal business hours. On busy periods this can sometimes be slightly longer. However if you wish to contact by phone, you can call the Corporate Sales number and they will then be able to follow up with the Customer Services team. I apologise again for any inconvenience caused by the incorrect information you received by text.

Posted 11 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	5 out of 5

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