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

“Way over priced for what it contains, and when this was iterated to the call handler when cancelling (theres not an option to just cancel online, or if there is its buried away somewhere) he laughed and said 'what, over priced at a fiver?' I said to him that that was a trial price and it was marketed at '£35 trial box for only £5'. The value of items in the box would have cost about £15, £20 at a push if you include their £6 magazine. Definitely need to train your call handlers in customer service, wouldn't have left a one star review if the call handler didn't act with such contempt.”

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Posted 7 months ago

“Same issues - can’t log in despite saving password; no email arrives when I ask to re set it; been asking to cancel for 2 months now - this feels like a scam.”

Helpful Report

Posted 7 months ago

Hi There, We're so sorry to hear that you had some issues logging in. You can always drop us an email at members@craftginclub.co.uk and we'll be happy to assist you. I've had a look and I can see that you've requested to cancel your membership and we've actioned that for you. Kind Regards, Yasmine Customer Service Team Leader

Posted 7 months ago

“I’m happy to great gin club.”

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Posted 7 months ago

“Been tricked into a subscription and when I ask for cancellation, they say they cant cancel the first box nor will they pay for a refund label, specially after the person I spoke to on the phone accepted that this happened with other customers!! EXTREMELY DISAAPOINTED at the process of tricking people into subscriptions after taster boxes! Dont use it! Better off getting far better service and quality from various other providers - gimmicks and cheats! Agree with David below - CRAFTY GIN CLUB!”

Helpful Report

Posted 7 months ago

Hi There, We're sorry to hear that you missed the deadline for the July box. As always, you aren't stuck with your box, I've just dropped you an email so please do keep an eye out. Please do let me assure you that we'd never want to trick anyone into a membership we do our very best on the sign up journey to make it super clear you're signing up for a membership. Following this you'll receive a sequence of emails with additional information on your membership. But not to worry, I can confirm as requested, your membership with us has been cancelled. Kind Regards, Yasmine Customer Service Team Leader

Posted 7 months ago

“I was a so called, GOLD level member. They use the worst (sure the cheapest) courier in EVRI. Gin club not interested to resolve issues with them who leave parcels in full view outside your front door, ripe for being stolen and good advert that you are not in! When I try to raise this (3 times) they simply don’t care and happy to take my cancellation, thank you and goodbye! No level of service or look to investigate the complaints. Happy to cream off the membership fees but drop you like a stone if you ask for help or question their practices. Happy to lose customers rather than alter their ways. Even offered to pay for proper delivery firm but not taken up. Don’t use if you have no way of being in to take delivery. Safe place options will be ignored.”

Helpful Report

Posted 7 months ago

Hi Rob, We're sorry to hear about any upset caused by Evri. We are constantly reviewing which parcel carriers we use and our aim is to ensure that every delivery from Craft Gin Club is a success. Evri is the UK’s biggest dedicated parcel delivery company delivering over 700 million parcels per year, trusted by 80% of the UK’s biggest retailer brands including John Lewis, Marks and Spencers and Amazon. As ever, your feedback is hugely valuable to us and helps us provide an even better experience for all Club members, so please do let me assure you that we always share feedback both internally to the relevant teams and externally with intentions to improve our service. If there's anything we can help with please feel free to drop us an email at members@craftginclub.co.uk. Kind Regards, Yasmine Customer Service Team Leader

Posted 7 months ago

“Should be called crafty gin club! As you keep taking payments and I've asked for the account to be cancelled and then when trying to change my account information it won't send me the email to change password! Finally managed to access the account and then find I can't cancel it myself without calling the company! Absolutely pathetic and if it's not cancelled soon I will be taking legal actions against the company!”

Helpful Report

Posted 7 months ago

Hi David, We're sorry to hear about any disappointment regarding the cancellation process. I've had a look and I can see that we issued a refund and cancelled your membership on your behalf via email. It seems like our email may have been missed so please do keep an eye out! Kind Regards, Yasmine

Posted 7 months ago

“0 if could. Same as below reviews, unverified member being charged without signing up for a direct debit, contacted try it asking if they know Craft Gin are swindling people. Also family lawyer it looking into the legal circumstances of this. Emailed & no number for direct contact, incredibly sketchy.”

Helpful Report

Posted 7 months ago

Hi Linzi, We're sorry to hear you missed the deadline for the upcoming payment. As always, you are never stuck with a box so if you'd like to hear about our simple returns process you can drop us an email at members@craftginclub.co.uk and we'll be happy to help! Kind Regards, Yasmine Customer Service Leader

Posted 7 months ago

“No good at all. Cancelled my membership weeks before it would take my money but it showed no membership when I emailed to cancel it. Then they take the money and try to ship the product to me and are getting around the immediate refund anyway they can.”

Helpful Report

Posted 7 months ago

Hi There, We're sorry to hear that you missed the deadline for the upcoming box. As always, you aren't stuck with a box so feel free to drop us an email at members@craftginclub.co.uk for our simple returns process. Kind Regards, Yasmine Customer Service Team Leader

Posted 7 months ago

“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.”

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Posted 7 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 7 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 7 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 7 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.”

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Posted 7 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 8 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 8 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 8 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 8 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 8 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 8 months ago

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

Helpful Report

Posted 8 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 8 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 8 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 8 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 8 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!”

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Posted 8 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 8 months ago

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

Helpful Report

Posted 8 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 8 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 8 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 8 months ago

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