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

“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 8 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 8 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 8 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 8 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

“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 9 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 9 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 9 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 9 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 9 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 9 months ago

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

Helpful Report

Posted 9 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 9 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 9 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 9 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 9 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 9 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 10 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 10 months ago

“Recently complained about damaged delivery and no one contacted me, that was 3 weeks ago, cancelled my membership”

Helpful Report

Posted 10 months ago

“This is a SCAM, do not sign up, if you cancel the keep taking monies from your account and won’t stop. They remove your membership di you can’t log in to stop the charges. DO NOT USE THEY ARE THIEVES.”

Helpful Report

Posted 11 months ago

Hi William, We're sorry to hear that you didn't cancel your membership. I dropped you an email so please keep an eye out letting you know that your membership has been successfully cancelled and that you have no upcoming orders on the way to you. Kind Regards, Yasmine Customer Service Team Leader

Posted 11 months ago

“I've had boxes on and off from this company for a whole and thought they were a decent company. Sadly, I'm finding them very disappointing. They sent a message saying they'd taken payment for a box I emailed the same day I got the email to ask to cancel but was told the cut off to cancel was the 22nd I emailed on the 23rd the date they sent the email to say funds had been taken. They won't stop the box or refund me even though they won't be posted out for days yet. Money is more important to them than customer service. It was the email that reminded me I needed to cancel so maybe they need to consider when they send out the email. It needs to be a couple of days before cut of to cancel to enable people that wish to cancel the time to do so. Also quality not as.good. The treat are now very wacky flavours so often don't get used or binned. Such a shame as.i would have gone back after a.few months but not now. Look at other companies out there before joining this one.”

Helpful Report

Posted 11 months ago

Hi Jacqui, We're sorry to hear you missed the deadline for the upcoming box. We charge all members on the same day each month to avoid any confusion. As always, you're never stuck with a box so if you'd like to drop us an email at members@craftginclub.co.uk we'd be more than happy to talk you through our simple returns process. Kind Regards, Yasmine Customer Service Team Leader

Posted 11 months ago

“They make it very difficult to cancel your subscription. The only way to do so is to call; I was left on hold for 20 minutes only for the line to go dead. When I did get through to an agent I was interrogated as to why I wanted to cancel, pressured to listen to all the 'great offers' I'd be missing out on and told it takes 48 hours to process the cancellation!? When I asked for some sort of assurance of cancellation I was informed they're unable to offer anything other than verbal confirmation. Here's hoping I receive a cancellation email soon as I'd hate to go though the whole process again. Having read other reviews on here, I'm not sure it'll be so easy.”

Helpful Report

Posted 11 months ago

Hi, We're sorry to hear about your experience with us. I can see that you dropped us an email this morning, I've dropped you an email so keep an eye out! Kind Regards, Yasmine Customer Service Team Leader

Posted 11 months ago

“I bought my first box as a present for Mother's Day, I just wanted this as a one-off box and used a discount. I paid for my box and didn't create/activate any account assuming if I didn't activate the account it wouldn't start a subscription as I never signed up for a subscription. The following month I received an email saying thank you for your payment, they automatically took payment. Once I realised, I sent an email asking for a refund as I didn't even know I was signed up for a full-on subscription. Assuming that as I replied within a day that it should be fine, I was then told that the date to cancel had already passed, I didn't know I was even getting a box so how was I meant to cancel. I appreciate I may have overlooked some parts but not allowing a refund on the 23rd of the month prior when it isn't even sent out until at least a week after the next month is atrocious.”

Helpful Report

Posted 11 months ago

Hi Jordan, We're sorry for any confusion regarding our memberships, apologies if this wasn't as clear as we'd hoped. Your feedback is much appreciated. 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 11 months ago

“They make it impossible for you to cancel your subscription. You need to call them in order ton cancel, but no one picks up.”

Helpful Report

Posted 11 months ago

Hi, We're sorry to hear that your having issues. Please do drop us an email at members@craftginclub.co.uk and we'll be more than happy to help! Kind Regards, Yasmine Customer Service Team Leader

Posted 11 months ago

“I was originally happy with Craft Gin Club. When I was given a voucher for free boxes I was sent 2 of the same boxes but they luckily stopped one. In June 2023 I was charged despite trying to cancel the subscription they sent and charged for the box anyway. In September 2023 the same thing happened and I told them to cancel the order, refund and the cancel the subscription. They said they could not cancel the order despite having done so in the past. Completed the cancellation survey and assumed that was it. Today I have been charged £45 yet again despite serval requests to cancel the subscriptions which were acknowledged. Do not sign up!!”

Helpful Report

Posted 11 months ago

Hi, I'm so sorry to lean about your experience with us. We've dropped you an email so please do keep an eye out. Kind Regards, Yasmine Customer Service Team Leader

Posted 11 months ago

“Received 2 boxes so far, both had gins I disliked. Other items in the box were mixed. I could buy a premium gin cheaper. No option for return/refund if you dislike gin. Now have 3 bottles of gin in the cupboard which won't get drunk. Will be cancelling”

Helpful Report

Posted 1 year ago

“Disappointed”

Helpful Report

Posted 1 year ago

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