Craft Gin Club Reviews

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

4.8 Rating 6,444 Reviews

95 %

of reviewers recommend Craft Gin Club

Company Reviews

Metrics

Info

4.8

Based on 6,444 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

“Have been using the craft gin club for 2 years and always had excellent service and of course gin. Sadly the delivery service by EVRI today was poor and unprofessional, the courier left the parcel by my front door making no attempt to ring the doorbell bell, we were in at the time. This was captured on our ring doorbell”

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Posted 2 weeks 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 2 weeks 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 2 weeks 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 3 weeks 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 3 weeks 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 3 weeks 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 3 weeks 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 3 weeks 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 2 weeks 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 weeks 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 weeks 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 1 month 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 3 weeks 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 1 month 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 1 month 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 month 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 2 weeks 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.”

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Posted 1 month 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..”

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Posted 1 month 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 1 month 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 month 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 1 month 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 month 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 1 month 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 month 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 2 months 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 2 months 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 2 months 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 2 months 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”

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Posted 2 months 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”

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Posted 2 months 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 2 months 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.”

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Posted 2 months ago

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

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Posted 2 months 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 2 months ago

Craft Gin Club is rated 4.8 based on 6,444 reviews