Craft Gin Club Reviews

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

4.8 Rating 6,453 Reviews

95 %

of reviewers recommend Craft Gin Club

Company Reviews

Metrics

Info

4.8

Based on 6,453 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	3.9 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Awful company the gin was mediocre the snacks where rubbish and stale and they charged me despite cancelling my box! Avoid!”

Helpful Report

Posted 1 year ago

I'm so sorry to hear you missed the deadline for cancelling the July box! Not to worry - you have 30 days to return the box if you'd prefer to skip it this month. Kind regards Trine Head of Customer Service

Posted 1 year ago

“I took up the introductory welcome offer of receiving my first Craft Gin Pack at a reduced cost. I received an email on 29th December 2022 telling me that my order and payment were received, and a further email telling me it was being packed on the 2nd January. The email also informed me that I would get an email once shipped. The shipping advice email was never received and the box never received so I questioned its status via email on 27th Jan 2023. 25 days after confirmation of packing. I was told it must have been shipped and lost in transit, however if that was the case, I should have received an email with confirmation of shipping and tracking details. I was therefore offered a refund which I accepted and as this was a welcome pack, my assumption was that my membership was cancelled. I was then informed by email on 23rd March that a shipment for £42 has now been prepared for me. I immediately replied, within 4 hours of receipt, and told them I did not want the box and please refund my money. On the 24th March, I was told it was too late to cancel as this had to be done by the 22nd March. I did not believe I was still in the club. I further immediately advised that they did not understand, I do not want the package. Today, 28th March, I was told I could return the box as long as it is in a re-sellable condition. I do not have any intention of opening the consignment, however under the terms and conditions I have to pay for the return in order to get my refund. At this time, I had not received an email to tell me this had been shipped and therefore the consignment could have been stopped. I have this evening received an email telling me it is awaiting collection so there was further opportunity to stop the shipment, but this has not been done. Not very eco friendly. I am unable to find any customer service phone number to further discuss. A very poor service offered by email only.”

Helpful Report

Posted 1 year ago

“Still awaiting a full refund, for a gin package that I didn't want. YOU WERE TOLD !!! Before it even left your warehouse I didn't want it. You still took my money. I want a FULL REFUND !!!!! YOUR PACKAGE WAS RETURNED 2 WEEKS AGO. AND STILL NO REFUND Avoid this company at all costs”

Helpful Report

Posted 2 years ago

Hi Alistair. I'm so sorry to hear this! Once the box has been refused/returned, we ask that you confirm so we can refund you straight away. When we don't get the confirmation from you, it can take a little longer to process, as we're waiting for our warehouse to confirm. Apologies if this was missed. I've emailed you directly to confirm the refund. Kind regards Trine Head of Customer Service

Posted 2 years ago

“Terrible service. Part of my order was not delivered and despite 3 chasers they have not had the good grace to reply. Membership duly cancelled. I would not recommend them. To add insult to injury Royal Mail then delivered the next box to the wrong address and I am having trouble disputing it. A”

Helpful Report

Posted 2 years ago

“December gin was truly horrible with an overriding taste of aniseed.Friends i have spoken to had the same opinion.I emailed feedback but rather disappointed not to receive a reply.I do really enjoy the monthly gin but not considering if i want to continue to subscribe”

Helpful Report

Posted 2 years ago

“Not received my first order yet. I fully understand that this is due to issues with the postal strike etc. Let's just hope that it makes it here before Xmas”

Helpful Report

Posted 2 years ago

“Still no Gin. Craft Gin Club took my payment on 23rd November with Delivery to be between 3-6 December. Despite lots of emails still no box 15th December and no idea when I will get one. I have asked for either a refund or for them to send another box and they have now gone silent. Beware of this company when things go wrong. Check out there latest reviews everywhere, doesn't make good reading for them. Letting loyal customers down big time.”

Helpful Report

Posted 2 years ago

“No phone number to contact you - no monthly box for Christmas delivered but money taken - e mails ignored”

Helpful Report

Posted 2 years ago

Apologies for the delay this month! I can see that my colleague has sorted out a replacement for you now, but do let us know if you need anything else.

Posted 2 years ago

“Ordered an advent calendar, money taken, not delivered and won't answer emails. AVOID THIS COMPANY!!!”

Helpful Report

Posted 2 years ago

I'm sorry to see that the Royal Mail strikes have caused a delay on the Advent Calendar! I'm glad to see it has now arrived and I've dropped you a direct message as well in regards to compensation.

Posted 2 years ago

“The monthly box is great but I would suggest sticking to just that. Rewards are extremely hard to spend to the point of being almost impossible so don't get too excited about clocking up your points. The Advent Calendar is an expensive and very poorly conceived product. It is physically poorly made with hard to open doors (this thing costs £95) and there are no serving suggestions for the gins. For them you need to spend another £40 (and no, you can't use any of your rewards towards this) for the tonic tasting pack. This wasn't offered when I purchased the calendar, I only found out about it from a friend. By then it was out of stock and I'm still waiting for it. Same friend tells me that he was sent the wrong instructions with his tonics and got emailed some replacements ones. As I said, stick to the standard monthly boxes for a better experience than the shop in my opinion.”

Helpful Report

Posted 2 years ago

I'm sorry to hear this Simon! I can see that we've spoken via email and we've taken all your feedback on board. We'll definitely review and do what we can to make things clearer.

Posted 2 years ago

“Club member, I exchanged my points last week for a rewards voucher, just tried to do an online shop for two bottles of gin & snacks then tried to apply the voucher at the checkout but it will not allow me to use it for the items I want. If the rewards can only be used on certain particular items, it needs to be clearly stated on the website!! Can someone advise what am I supposed to spend the voucher on??”

Helpful Report

Posted 2 years ago

Hi James. The easiest way to reach us is via email - I'm glad to see you've received a response there already! Sorry for any confusion caused.

Posted 2 years ago

“I have no problem at all with the products - gin boxes are great. BUT. This is the first time I have purchased direct from the website and I’m finding it really difficult to navigate. Having selected some Black Friday time limited deals and spending loyalty points, I now find that there is no way to check out my basket. When I click on it, it shows me the contents, but there is no check out option. In the absence of a phone number I have no choice but to email and wait for a response - in the meantime all the deals I have selected will probably time out. Not a happy customer.”

Helpful Report

Posted 2 years ago

I'm sorry to hear this Pamela! If you're having issues while we have a sale, we would always honour the price. I'm glad to see that we've managed to work it out via email! Let us know if you need anything else.

Posted 2 years ago

“What a carry on can’t check out no matter what I do….tell you it is easier to cancel being a member they need to sort this out.my next step cancel everything.”

Helpful Report

Posted 2 years ago

Hi Eileen! I'm so sorry to hear you're having issues checking out. I've emailed you now so we can get that solved for you! Kind regards Trine Head of Customer Service

Posted 2 years ago

“They don't remind you that the payment is coming up, so just let you know once they've taken it. I emailed as soon as they processed my October payment and was advised they would be able to refund me if I refused the box from Royal Mail. I did this on 6th October and they still haven't refunded me. Worse still they are refusing to answer emails.”

Helpful Report

Posted 2 years ago

Hi Dominique! I'm so sorry to lean about your experience with us, that isn't at all the service we aim to provide. I've made sure to reply to your email and sorted out the refund - do let me know if you need anything else. Kind regards Trine Head of Customer Service

Posted 2 years ago

“Ordered 3 advent calendars payment was taken for 3 but only one turned up have contacted craft gin club by email and have not received a response yet there appears to be no phone number to contact them on and have placed my phone number on the emails hope this will be resolved by Monday evening and I get a response from them”

Helpful Report

Posted 2 years ago

“I am inundated with email adverts from gin club. Every time I open my emails it's there. I repeatedly delete them and up the pop again. I don't drink Gin and even if I did I could not afford it. Just want them stop filling up my in box.”

Helpful Report

Posted 2 years ago

“Contacted customer support after rdd ex viewing a gin I wasn’t impressed with and they were happy for me to cancel my subscription rather than do anything to help. Subsequently I’m no longer a member think customer services should have a big think about how they treat their long standing customers”

Helpful Report

Posted 2 years ago

Hi Vicky. I'm sorry to hear you weren't keen on the gin. As with any consumables, you're not able to return or exchange once opened. This would also apply if you had purchased the bottle at the supermarket. As much as we hope all our members will love every single gin we include, unfortunately, due to the surprise nature of the club, there's a chance of receiving something that isn't to your liking. Thank you for your feedback, it's much appreciated. Kind regards Trine Head of Customer Service

Posted 2 years ago

“My experience was fantastic, and has been for many years, up until the point I tried to cancel. I’ve been trying to cancel for the last 3 of my quarterly boxes and they still keep taking the money out and sending me the box which I then have to post back at my own huge cost and inconvenience. And then they STILL don’t cancel it so it happens again. It’s just literally happened again this month so unfortunately I’ve had to report it as fraud with my bank so that any future payments are blocked. Such a shame as I was only temporarily leaving but now I won’t be back because I can’t trust this unscrupulous company”

Helpful Report

Posted 2 years ago

“I have been a Craft Gin member since December 2020 and I do need to preface my review by saying that the boxes I have received have been enjoyable - especially the Christmas ones. However, the customer service experience and TOTAL lack of communication with customers have left a very sour taste. I saw on my bank statement yesterday that I had been charged for a box, that I had not been reminded was arriving at all. I have since moved house as well, meaning that the box will be delivered to an address I no longer live at - simply because there are no reminder emails in place. For every other subscription I have, there is a reminder email that the payment is coming up, except for this one. I contacted customer service who simply said that the box will be refused at my old address (there is no way they know this) and returned to the sender and then they can resend it out. This simply is not good enough. I have been charged £40 for a box I may not even ever receive, and was not given any reminders via email or text that the subscription cutoff date was coming. I have canceled my subscription and will not be returning as a member - incredibly disappointed in the customer service and experience.”

Helpful Report

Posted 2 years ago

Hi there I'm so disappointed to learn about your experience with us, that is not at all how we wish for our members to be treated! I've dropped you an email that hopefully solves the problem, but do let me know if you need anything else, I'm keen for you to have the best outcome of this sad situation. Hope to speak to you soon, have a lovely day in the meantime. Kind regards Trine Head of Customer Service

Posted 2 years ago

“Disliked this gin”

Helpful Report

Posted 3 years ago

Hi Natalie! We're so sorry to hear that you weren't keen on the Song Cai gin from Vietnam - It's otherwise been so well received by our members. I'll make sure to pass on your feedback and we're always happy to take on some more comments via members@craftginclub.co.uk. Thanks for taking the time to review us, it's much appreciated. Kind regards Trine Head of Customer Service

Posted 3 years ago

Craft Gin Club is rated 4.8 based on 6,453 reviews