Craft Gin Club Reviews

Name: Craft Gin Club
Address: 1 Stephen Street, London, City of London
Rating: 4.79

4.8 Rating 6,413 Reviews

96 %

of reviewers recommend Craft Gin Club

Company Reviews

Metrics

Info

4.8

Based on 6,413 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	4.1 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

“I signed up for a sampler box, never activated my account and was hit with a 45 card charge that I never authorised. I couldn't possibly cancel the order as I never had an account activated. When asking Customer Services for help, they sent me a "reset" password email, but it came up as "activate your account" for the reasons stated above. This is a very weird business practice and I'm not 100% sure of how honest this company is. Calling a landline that nobody answers to in order to get help is also bizarre. I would like my full refund immediately.”

Helpful Report

Posted 4 months ago

Hi Mari, We're sorry to hear you missed the deadline. I've dropped you an email so keep an eye out. Kind Regards, Yasmine Customer Service Team Leader

Posted 4 months ago

“What a scam! Get a free box on us if you just pay for the shipping they say. Next week you know you being charged £45 the following month for a box you didn't order and of course you cannot cancel online you have to call them.SCAM!!!!”

Helpful Report

Posted 4 months ago

Hi There, We're sorry to hear that the deadline was missed. I can see that we've dropped you an email confirming your request, so please do keep an eye out! Kind Regards, Yasmine Customer Service Team Leader

Posted 4 months ago

“Very sketchy business practises: - allows you to sign up for a free trial but never creates an account - happy to continue taking your money without ever having an 'active' account. - to cancel you have to find the small link on the site, then create an account, then phone them up to cancel - if you try and reset your password or log in (this is a service charging you nearly £50 a month!) you will be met with an embarassingly poor website that crashes on the login page constantly There are plenty of subscription services that are not so skeezy. Try them.”

Helpful Report

Posted 4 months ago

“I did not want June's box and I know I'd skipped it but the money was still taken from my account - tried twice to ask for a refund and not to skip the box. Got a very patronising response saying I'd be missing out on a fantastic box. Did not think to ask why I didn't want the box - I feel sending alcohol to someone who has asked you not to is bad customer service and duty of care. June's box has come and as a previous review has said the snacks and mixers are cheap and nasty - Biscotti biscuits you get free with a coffee - really? Can't comment on the gin as it is unopened and will stay that way. I have now cancelled my account to make sure I don't get any more surprise unwelcome boxes.”

Helpful Report

Posted 5 months ago

Hi There, We're sorry to hear that you missed the deadline for your upcoming box. As always, we offer returns for all items, so you are never stuck with a box. If you need further instructions on how to do so, please do get back to us at members@craftginclub.co.uk. Kind Regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“Whilst trying to cancel and change frequency it altered it to monthly. Immediately I received an email stating an order had been placed - dodgy practices! I’ve written to the company under GDPR asking them to cancel order, subscription and remove all my data. Ignoring this request will cause them to breach GDPR as they have to accept by any form of communication. Also made complaint to credit card company and Advertising Standards Agency. Suggest others consider same. Going under GDPR etc. Update 17/06 - experience considerably improved with good comms from company so re-rated 3. Co responded. Order canx. Believe refunded. Still think 'phone call canx' policy needs to made clearer and less plastic packaging please”

Helpful Report

Posted 5 months ago

Hi There, Apologies if our email was missed but I can see we got back to you a couple hours after your original email. Please do keep an eye out for the email from us, we confirmed the cancellation and refund of your order as requested and that all your data had been removed. Kind Regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“Terrible box this month ! Very over priced for what you actually get… snack selection was cheap and nasty. I’ve cancelled my membership , they won’t be getting and more of my money …. If you are thinking about joining please don’t bother”

Helpful Report

Posted 5 months ago

Hi There, We're so sorry to hear that you weren't keen on the snacks this month. We try and mix it up month on month, depending on what new discoveries we find and what we think goes with the gin. As always, we really appreciate the feedback so thank you for sharing. Kind Regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“Awful customer service and definitely running illegal business practices Stay away you’ll never get your money back”

Helpful Report

Posted 5 months ago

“Cancelling is a NIGHTMARE! If you want to cancel, then you should be able to cancel, not be expected to say 'no thanks' half a dozen times. It should be a one-click wham-bam-thankyou-ma'am. The idea is nice, but for the cost, the gin is nice, the additional bits are hit and miss, and the magazine is stuffed through with those cr*ppy leaflets that tend to spread across the floor when you open it. The rewards system seems a bit of a scam, if you are being rewarded for your loyalty, then you shouldn't have to have an ever increasing minimum order when you redeem your voucher. It's obviously expertly worded to exaggerate the value of these 'loyalty points'. If you were a valued customer, you shouldn't be expected to have a minimum order for one, and a higher minimum order for a higher value reward voucher. It should just be treated like a normal voucher, as part payment, not a veiled incentive to get more money from you in a way that looks far better than it actually is. It's this kind of behaviour that makes it more apparent that you're not treated as a loyal member, or customer, but just as a source of income, that they will try and squeeze as much as they can from you in, I feel, dishonest ways.”

Helpful Report

Posted 5 months ago

Hi There, We're sorry to hear you found the cancellation process difficult this of course is not the intention at all. Regarding our reward system we offer two types of rewards, money off reward or a free product reward. The reason we offer two types is so they can suit members with both a high or low value orders so all terms are easily met, we're sorry to hear you didn't feel this way. As always, we welcome feedback so thank you for sharing. Kind Regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“To be fair, the product seems pretty decent - I love the concept, and I've been aware of it as a company since early last year (when they successfully raised hundreds of thousands of dollars at a $35m+ valuation). I checked the terms and conditions before registration, so I was aware of the automatic subscription when you try the tester pack, but I assumed the cancellation process would be easy. It's supposedly a legitimate company, I'd have recommended it to anybody. Nowhere in the T&C does it directly mention that you need to call to cancel, but when you head to the cancellation page, you're prompted to call them instead. I've tried emailing, but I haven't gotten anywhere. They replied promptly when I initially emailed, to inform me I had to phone them - but they've not replied for hours now that I've pushed them on an email cancellation. Funny that. It's not a scam, but they certainly use shady practices - if I don't get my subscription cancelled before the next payment, I'll be contacting trading standards with the screenshots I've gathered from the website, T&C, and my correspondence with their customer service team. I'd advise anybody else to do the same.”

Helpful Report

Posted 5 months ago

Hi Callum, We're sorry to hear that you've cancelled your membership. We always aim to respond to all emails within 48 hours and I can see that we got back to you the following day with confirmation of cancellation. We believe phone calls provide a personalized experience for our members which allows us to ensure accurate communication and address any concerns for our members. But as always, these can be addressed via email which I can see have been done in this case. As always, we're sorry to see you leave but would be happy to welcome you back in the future! Kind Regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“One of the web scammers, do not trust this company and stay away. Very easy to subscribe but almost impossible to cancel your subscription! It takes minimum half a day to reach out to their call centre, mine took 15 attempts. Then you are told they can cancel in the next 2 days, my case it was cancelled earlier. Then you need to mail another group of people for cancelling your shipment and refund for a shipment which hasn't left their warehouses yet. Then you are called that you have missed the cut off already, so we are not giving you your money yet but you can see the goods (whatever it is) is still in their warehouse! So, do not ever trust this company and never suggest to anyone! They do not refund your money even though you made clear that you don't want that bloody shipment! That's modern thievery!”

Helpful Report

Posted 5 months ago

Hi Faith, We're sorry to hear you missed the deadline for your next box. We always do our best to ensure our members are well informed when it comes to their next box. Following sign up we always send a welcome email with more information. I can see that I dropped you an email yesterday so keep an eye out. Kind Regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“We can’t get hold of any one to complain”

Helpful Report

Posted 5 months ago

Hi, We're always aiming to respond to all emails within 48 hours, I can see that you dropped us an email this afternoon and we've just got back to you so keep an eye out! Kind Regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“We have been trying to reach out to them in multiple ways. The phone number is constantly “busy”, we have messaged and emailed to request the cancellation of the subscription as we were unfairly charged even after unsubscribe was actually done. Hopefully we will get our money back as this website is so tricky and if you “follow the manage your subscription” the only thing they say to you is to contact them in order for it to happen 😅 Terrible customer service!”

Helpful Report

Posted 5 months ago

Hi, We're sorry to hear this. Please do let me assure you that our phone wait times are under a few of minutes and our agents are doing everything possible to help our wonderful members at all times. As always, you can reach us via email at members@craftginclub.co.uk and we'll be happy to assist! Kind Regards, Yasmine Customer Service Team Leader

Posted 5 months ago

“This company used to be amazing. Great monthly gin, tonic and snacks boxes. The boxes were delivered by Royal Mail and delivered well. However recently they have started to use EVRi to deliver their boxes, whom are sadly not reliable in any form, so I’ve cancelled. It’s upset me to cancel, but I can’t trust EVRi. CGC have told me this is because RM can’t do large deliveries. I’ve spoken to my own postman whom laughed his head off when I told him what I’d been told. He said that’s rubbish RM deliver large package everyday. The truth is CGC have gone to a cheaper courier, well unfortunately it’s going to cost them a lot of loyal customers, must like myself. I’ve already spoken to others on social media who also feel the same way. So sad, they were such a great company.”

Helpful Report

Posted 6 months ago

Hi Jacqueline, We're so sorry to hear that you've cancelled your membership. To ensure that we're always doing our best we tend to partner with different couriers from time to time to see how they perform. Evri have one of the most successful delivery rates in the UK and this is what caught our eye but we can completely understand that due to human nature, issues can always arise. We're always asking for feedback so we'd love for you to give them a change and share with us your experience, so moving forward so we can improve the service. If you do choose to rejoin the club, we'd be so happy to have you! Kind Regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“Unfortunatly, I never received it. Royal Mail advised it was delivered yet nothing had arrived. I checked with my neighbours and event calling royal mail, they said they wouldnt do anything about it. Cancelled my subscription as I cant risk losing money for a parcel that never arrived. The contents look amazing from the website and hoping that the taster box was going to be as great to keep the subscription going, however, I wont be unfortunatly.”

Helpful Report

Posted 6 months ago

Hi Soph, We're sorry to hear this. I've dropped you a message a few days ago but haven't heard back just yet, please do get back to me as soon as so we can get this resolved, we wouldn't want you to be without a box! You can drop us an email at members@craftginclub.co.uk and we'd be more than happy to help. Kind Regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“My daughter and I tried this before and it was great, easy to cancel too when some months it didn't suit to pay it. I got the offer coming up for the free taster box at £4.99, we got charged £8.99 which they said they would refund the correct amount... However the small print said that you were joined in to a subscription. When we tried to cancel, it wouldn't let us do so and said you have to ring a number. I emailed asking them to help me cancel and again they just told me to ring a number. I'm disappointed in the lack of customer support offered and how difficult they make it to cancel in order to prolong your subscription and make it harder for your every day person to cancel. Unfortunately this experience has truly put me off joining up in the future.”

Helpful Report

Posted 6 months ago

Hi, We're sorry to hear that it was missed that you were signing up for a membership, we do make sure to pop this in the sign up process and send a welcome email once you're apart of the club! I can see that your refund was issued straight away and we've also cancelled your membership as requested. We believe phone calls can provide a personalized and secure experience for our members which allows us to ensure accurate communication, address any concerns, and maintain a high level of security for our members' accounts. As per usual you can address any concerns via email too. Kind Regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“I received my taster box, and as it was Friday and all my jobs were done, i started a rather early party in my kitchen, of course the gin was two miniatures which were expected so i had i Brazilian breezer … Lovely ...and a G&T with the garnish which i tried to eat, Please don't eat the garnish! i do not think it is edible? The snacks were nice to have on hand too.”

Helpful Report

Posted 6 months ago

Hi Sharon, We're so glad that we could contribute to your party, so sounds like an amazing way to celebrate especially with the Brazilian Brezzer. We hope you enjoy your next box! Kind Regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“Having advertisements all over the website for a “free” taster box, then all of a sudden you have to pay for postage, when the company also has advertised everywhere on the site that they deliver for free! If you want to catch a customer’s eye, why would you false advertise and try to be misleading? The taster box is for sure more expensive than the 4.99£ but for sure does not cost 35£ (a price you put to mislead the customer again thinking they get the deal of their lives). And so, the price does not matter as much as your misleading marketing, as when I read “free”, I expect a free item. It is a horrendous strategy to try and lie and manipulate your current and potential customers!”

Helpful Report

Posted 6 months ago

Hi Justin, We're sorry to hear if any messaging was missed. Please do let me assure you that all Taster box messaging does say the cost of postage and packing as we would never want to mislead anyone! Please do let me assure you that the worth is indeed correct, please feel free to drop us an email at members@craftginclub.co.uk and we'd be happy to break it down for you. Kind Regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“I am always excited before opening my box and it did not disappoint”

Helpful Report

Posted 6 months ago

Hi Mary, We're so happy to hear this - We really hope you continue to enjoy your box! Kind Regards, Yasmine Customer Service Team Leader

Posted 6 months ago

“A great unique gift for gin lovers. A box of goodies arriving by post. The feature gin is accompanied by mixers, cocktail ingredients and snacks. What is there not to love”

Helpful Report

Posted 6 months ago

“Perfect company to purchase my monthly Gin, always delivered on time and each box is a surprise to open.”

Helpful Report

Posted 6 months ago

Hello! We're so glad to hear that you're enjoying being a member. We can't wait for you to receive your next box! Kind Regards, Yasmine Customer Service Team Leader

Posted 6 months ago

Craft Gin Club is rated 4.8 based on 6,413 reviews