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

“Today I have cancelled my Craft Gin Club membership after 4 years. As we put all the mixers in a cupboard next to the mixers from the previous boxes that remain unused because they're all super high sugar so I can't even drink them (why no diabetic friendly option?) the lunacy of why I stayed so long sank in. The only way to cancel is to call a UK phone number to an overseas Helpdesk is disappointing to find but fortunately that's going to become illegal here in the UK to force customers to make cancellation requests by phone soon. The 'if we can't cancel the subscription your whole account is cancelled and you will loose your loyalty points' is a vicious and predatory retention tactic My Gold Membership, my 8000+ loyalty points all gone along with the sickening experience will ensure I chose not to use CGC again”

Helpful Report

Posted 3 months ago

“I enjoyed my membership until I received a duplicate monthly box. When I complained I was told I would have to return it at my cost and they would refund. The parcels are heavy. Their mistake, why should I have to pay to return? At £45 you expect better management of boxes sent out”

Helpful Report

Posted 3 months ago

“Having trouble with delivery all the time then I get told to have my parcel delivered to a different address……why would I do that???? I live here not anywhere else. So I’ll not bother again”

Helpful Report

Posted 3 months ago

Hi Val, We're sorry to hear that Evri had some issues locating your address we can completely understand how frustrating this is. We really don't want you to miss out on your box so please do drop us an email at members@craftginclub.co.uk so we can raise this with our logistics team! Kind Regards, Sophie Memberships Executive

Posted 3 months ago

“Absolutely disgraceful company. Life you in with an offer for a taster box without telling you this will result in a ongoing subscription at full price. Took my money with no warning and now refusing to co-operate to resolve this. Absolutely shameful.”

Helpful Report

Posted 3 months ago

Hi There, We're sorry to hear that you missed the deadline for the upcoming box. We always make sure to inform new members about their membership and how to manage it. During the sign up process we always let people know that this is indeed an ongoing membership and once your all signed up we send a series of emails about your membership including the next payment and delivery. Our apologies if this was missed. We'd never want you to be stuck with a box you don't want so feel free to drop us an email at members@craftginclub.co.uk and we'll talk you through our simple returns process. Kind Regards, Sophie Memberships Executive

Posted 3 months ago

“Most of the boxes are of reasonable quality, but I've received some bashed and some with open/burst packets inside. The final straw was seeing the business model as I tried to reduce and then cancel my subscription. The only way to cancel was to call and wait on hold and this is not something I want to be signed up to. Shame - as if they had offered more flexibility online I probably would have stayed with less frequent deliveries.”

Helpful Report

Posted 3 months ago

Hi There, We're sorry to hear about any bashed, open or burst snacks. We always do our best to pack our boxes in the safest way possible to keep all your treats in tact but sometimes in transit snacks may pop. If you drop us a email at members@craftginclub.co.uk we'll be more than happy to replace those damaged items. We're always doing our best to offer flexibility, in your members area you have the ability to skip a box or change your frequency so it suits you, you can also drop us an email and we can assist too! Our wait times for cancellation are always under four minutes and today you'll be able to speak to an agent within 2 minutes. Kind Regards, Yasmine Customer Service Team Leader

Posted 3 months ago

“Wish I had seen all the negative reviews before signing up. Was offered as a free taster box through a Vodafone rewards service. However, this then forces you to sign up for an expensive subscription. In order to cancel the subscription you have to phone a number and wait on hold for a long time to speak to someone. This is very shady, clearly intended to make it difficult for people to cancel their subscription. Avoid!”

Helpful Report

Posted 3 months ago

Hi There, We're sorry to hear about any confusion regarding your membership. During the sign up process we do our best to make sure everything is clear for our new Gin Clubbers. Following this we send a sequence of emails so members have more information about their membership, our apologies if this was missed. As always, you can drop us an email at members@craftginclub.co.uk and we'll be happy to give you a hand! Kind Regards, Sophie Memberships Executive

Posted 3 months ago

“Litrally woke up this morning £45 taken from my acc for a suscription i did not know i had. My vodaphone acc offers u free taster box which i claimed and it has automatically put me in a suscription. Ive been calling thwm for 4 hrs and phones engadged.. so cnt even cancel this subscription!!!!”

Helpful Report

Posted 3 months ago

Hi Gerri, We're so sorry for any frustration caused! We always charge members on the same date each month to avoid any confusion. We always aim to respond to emails within 48 hours but not to worry, I can see that we've dropped you an email confirming your cancellation so keep an eye out! Kind Regards, Sophie Memberships Executive

Posted 3 months ago

“bad, overpriced, and very difficult to cancel membership”

Helpful Report

Posted 3 months ago

Hi There, We're so sorry to hear you feel this way but always welcome to feedback so thank you for sharing. We want to make everything as easy and smooth as possible here at Craft Gin Club so please feel free to drop us an email at members@craftginclub.co.uk and we'll talk you through our simple returns process. Kind Regards, Sophie Memberships Executive

Posted 3 months ago

“I forgot to pause my order prior to the deadline and was charged for a gin box. I asked for a refund and to cancel the order the day after the money came out of my account, prior to the order being dispatched, as I am struggling for money this month. They refused to issue a refund. Surely this goes against consumer rights and if not it is just downright morally unsound. I have now cancelled my membership based on poor customer service”

Helpful Report

Posted 3 months ago

Hi Michael, We're sorry that you missed the deadline for the upcoming box. As always, you're never stuck with a box you don't want. So please do drop us an email at members@craftginclub.co.uk and we'll talk you through our simple returns process. Kind Regards, Yasmine Customer Service Team Leader

Posted 3 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.”

Helpful Report

Posted 3 months ago

Hi Vaishnavi, We're sorry to hear that the deadline for the upcoming box has been missed. As always you aren't stuck with a box, I've dropped you an email so keep an eye out. Kind Regards, Yasmine Customer Service Team Leader

Posted 3 months ago

“I have now emailed 3 times about my membership, got the generic email reply but nothing else. I am sure they missed a box that I am entitled to through by Bond. But other than email you cannot contact them so they have my money and I have no Gin! I have been a member about 3 years and up until this they have always replied within a day. I enjoy receiving the boxes, but something has gone wrong now.Roger”

Helpful Report

Posted 4 months ago

Hi Roger, We're incredibly sorry to hear this! I've reached out to our lovely Gin Bond team so you should be hearing from them shortly. Please keep an eye out for a response as soon as! Kind Regards, Yasmine Customer Service Team Leader

Posted 4 months ago

“Evri did not deliver my July package, I emailed your customer services and they said they would look into it but also I should contact Evri which I did. Two days later still no reply from yourself or Evri, we are now two weeks down the line and still waiting for a delivery which you said would be delivered on Tuesday, It's now Thursday and I have emailed you yet again to find out that my package is still not out for delivery. I wish to cancel my subscription but I have to ring you but can't get through on the phone as you keep cutting off my holding call!!! A very dissatisfied customer.”

Helpful Report

Posted 4 months ago

Hi There, We're incredibly sorry for any disappointment regarding your July delivery. I've had a look and I can see that you requested for your replacement to be sent once you returned from holiday. We always send our Gin of the months in shipments and I can see that yours was arranged to arrive from Monday, apologies if there was any miscommunication there we just didn't want it to arrive before you go home! But not to worry, as requested, I can see that your refund has been actioned. Kind Regards, Yasmine Customer Service Team Leader

Posted 4 months ago

“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.”

Helpful Report

Posted 4 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 4 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 4 months ago

“I’m happy to great gin club.”

Helpful Report

Posted 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 months ago

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