Craft Gin Club Reviews

Name: Craft Gin Club
Address: 1 Stephen Street, London, City of London
Rating: 4.78

4.8 Rating 6,434 Reviews

95 %

of reviewers recommend Craft Gin Club

Company Reviews

Metrics

Info

4.8

Based on 6,434 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	4 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:

1 Stephen Street,
London
City of London
W1T 1AL

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Craft Gin Club 5 star review on 19th July 2023

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 18 hours 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 15 hours 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 1 day ago

“The gin you get is fantastic, as are the mixers the only thing that lets it down is the snacks. there is never enough to share.”

Helpful Report

Posted 1 week ago

“Not too sure, has been okay. But I’ve emailed regarding cancelling and they send out random emails and then don’t follow up or reply so I have about 6 emails and no answer..”

Helpful Report

Posted 1 week 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 2 weeks 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 1 week 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 2 weeks 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 1 week 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 3 weeks 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 1 week ago

“My first order has not been delivered. Evri have had it since the 6th but not updated the delivery details so presume it is lost. Messaged customer service but have had no reply.”

Helpful Report

Posted 1 month ago

Hi There, We're sorry to hear that you haven't received your order, we can understand how disappointing this can be. I've had a look and I'm afraid we cannot see an email from yourself. We'd really like to look into this and get this sorted as soon as, can you please drop us an email at members@craftginclub.co.uk. You'll know your email has reached us as you'll receive an auto-response. We'll keep an eye out! Kind regards, Sophie Memberships Executive

Posted 4 weeks ago

“Had their rum subscription for 2 months. 1st month fine. This month my order has not shown up. My tracking from evri said the parcel was damaged and returned to craft gin club and their customer service told me to contact them for a replacement. Cannot get hold of the customer service at craft gin club you can only email them but they do not respond i have been chasing for a replacement or refund for 2 weeks now. Called the cancellation line and they said cannot help with my misssing parcel and do not have the ability to offer me a refund for that i need to contact customer service”

Helpful Report

Posted 1 month ago

Hi Mathew, Thank you for reaching out and for your patience. I’m really sorry to hear about the issues you’ve faced with your rum subscription delivery. It sounds like your parcel was unfortunately returned to us after being damaged in transit. I appreciate how frustrating it has been trying to resolve this, and I’m sorry for the delay in response from our customer service team. Our current response time is 3 working day so please allow us some time to get back to you. Please look out for an email from us shortly to confirm whether you’d like a replacement sent or a full refund processed. If you still need assistance, please don’t hesitate to contact us at members@craftginclub.co.uk, and we’ll prioritize your case. Kind regards, Yasmine Customer Service Team Leader

Posted 4 weeks ago

“Just bought spiced rum at Winchester Xmas fair for the first time and I think it is brilliant gone off dark rum very light and refreshing”

Helpful Report

Posted 1 month ago

“Called 3 times to cancel now and I feel like I'm just being pushed to one side! Still not had an email saying its been cancelled Also had a random email saying I have 15% off my next box when I wanted to cancel!! Not another box. Had to empty my bank account so they can't steal more of my money”

Helpful Report

Posted 1 month ago

Hi Lauren, We're so sorry for any hassle. Please do let me assure you that your membership has been cancelled. We're so sorry for any miscommunication, we always want all members to have the easiest time managing their memberships so this is incredibly disappointing to hear. But thank you so much for sharing this with us as it really helps us improve the process moving forward. Kind regards, Yasmine Customer Service Team Leader

Posted 4 weeks ago

“Sorry to say that the Christmas box just received is poor. I have been a member for years and it's always a bumper haul. A bag of crisps, small peanuts and a couple of chocolates is a very poor show.”

Helpful Report

Posted 1 month ago

“Do not use! They will just take money out of your account whenever they please, regardless of what it states on their site”

Helpful Report

Posted 1 month ago

Hi There, We’re incredibly sorry. This is indeed an issue on our side. For a small number of customers, we have incorrectly charged early for a follow up subscription box. This isn’t correct and this is entirely on us. We’re processing enormous quantities of orders right now, and unfortunately it looks like a small number of promotions have been set up incorrectly. If you would be kind enough to get in touch with us via members@craftginclub.co.uk we'd be happy to double check that your refund has been issued. We really do apologise, and we fully understand that this error will have caused some frustration. Kind regards, Sophie Memberships Executive

Posted 4 weeks ago

“Tried to cancel my membership, and they added an order to my account! And they still haven't cancelled the membership. its also a pain to cancel, why can't this be done online?”

Helpful Report

Posted 1 month ago

Hi Josh, Thank you for sharing your concerns, and I’m really sorry to hear about your experience with cancelling your membership. This is certainly not the level of service we want our members to experience. We’d love to resolve this for you as quickly as possible. Please reach out to us at members@craftginclub.co.uk, and we’ll ensure your membership concerns and any unintended orders are addressed promptly. We’re here to help, and we look forward to hearing from you. Kind regards, Yasmine Customer Service Team Leader

Posted 4 weeks ago

“Worst customer service and product company I've ever dealt with. Still don't have the products I paid for, the completely screwed up my friends gift too. Have raised multiple disputes with the bank to try and get money back as I have”

Helpful Report

Posted 1 month ago

Hi Amie, Thank you for sharing this with us, we're so sorry to hear that you haven't received your order. We’d love to resolve this for you as quickly as possible. Please reach out to us at members@craftginclub.co.uk, so we can resolve this for you as soon as. Kind regards, Yasmine Customer Service Team Leader

Posted 4 weeks ago

“Ordered the gin and tonic advent calendar for our friends and didn't receive it, instead looks like we received gin of the month??Lesser value. Not what we ordered or wanted and no message to say why we didn't get what we ordered. Very disappointed, just hope they can sort this mix up for us.”

Helpful Report

Posted 1 month ago

Hi Michelle, We're so sorry to hear this. It sounds like you received the wrong item! We'll make sure to pass this on to our packing team, and send you a replacement as soon as. Please do get in touch with us at members@craftginclub.co.uk so we can arrange for the correct order to be sent out as soon as. Kind regards, Sophie Memberships Executive

Posted 4 weeks ago

“Supposed to be a Black Friday sale. Not every one wants a load of syrups and mixers and othe4 stuff. Most people just want to buy gin.”

Helpful Report

Posted 1 month ago

Hi David, Thank you for taking the time to share your feedback! We completely understand that preferences can vary, and we’re thrilled to let you know that spirits, including gin are indeed featured in our Black Friday Sale, which kicks off today and the Black Friday Sale will be on Friday. Whether you’re looking for an exceptional gin to add to your collection or other exciting offers, we hope you’ll find something special. Kind regards, Sophie Memberships Executive

Posted 1 month ago

“Membership plans are claimed to be fully flexible but they are far from it. There is no phone number for customer service and contact by email is extremely slow. It usually takes a great deal of time and effort to get satisfactory resolutions to the frequent problems.”

Helpful Report

Posted 1 month ago

Hi There, Thank you for sharing your feedback. We’re sorry to hear you’ve had challenges managing your membership. We’d like to assure you that our membership plans are designed to be flexible, and you can make changes easily through the Members Area on our website, including skipping boxes or adjusting your plan. Our standard response time is within 48 hours, though during particularly busy times (like the festive season or major promotions), it may take slightly longer. Please know that our team is working hard to respond to all queries as quickly as possible, and we’re always striving to provide the best support we can. Kind regards, Yasmine Customer Service Team Leader

Posted 1 month ago

“The gins are interesting but thats why you subscribe - Ive been a customer for many years and I think not only are the boxes worse now, but they are more expensive than before too. The customer service is non existent (just under a month to respond to an email and when I replied there has been no response) I feel there is no desire to keep their customers returning. The membership rewards are just another means to get you to part with your money - they used to do little things you could spend your points on i.e a REWARD! but now its money off and you have to part with more money to use your points - that's hardly a reward! Not impressed and have stopped recommending. Feels like a bargain basement outfit vs a funky, lively, interesting club.”

Helpful Report

Posted 1 month ago

Hi Debbie, Thank you for taking the time to share your thoughts. Our boxes now include more items than ever before, carefully curated to bring you the best experience possible. We understand that tastes vary, and we’re always striving to strike the right balance to delight our members. Regarding customer service, we aim to respond within 48 hours, though during exceptionally busy periods, it may take a bit longer. We’re truly sorry for any inconvenience caused and appreciate your patience as we work hard to assist everyone. As for the membership rewards, we introduced the ability to redeem points for products to provide an alternative to money-off rewards, catering to orders of all values. We understand this might not work for everyone and welcome your feedback as we continue refining the program to better serve our members. We’d love the chance to win back your recommendation. If you have further feedback or unresolved concerns, please don’t hesitate to reach out to us directly. Kind regards, Yasmine Customer Service Team Leader

Posted 1 month ago

“I am extremely disappointed with my experience with Craft Gin Club. I placed an order on 5/11/2024, and as of today (25/11/2024), I still have not received my parcel. I have reached out to their team multiple times—via email, which was completely ignored, and over the phone, where I was told they would "chase this up." However, nothing has been resolved. No refund, no replacement, no updates—just silence. This level of customer service is unacceptable, and I won’t be recommending Craft Gin Club to anyone. Avoid if you value your time and money!”

Helpful Report

Posted 1 month ago

Hi There, We're incredibly sorry to hear this. We've dropped you an email so please do keep an eye out! Kind regards, Sophie Memberships Executive

Posted 1 month ago

Craft Gin Club is rated 4.8 based on 6,434 reviews