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

Write Your review

Tell us how Craft Gin Club made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Tried to cancel my membership, and they added an order to my account! And they still haven't cancelled the membership. its also a pain to cancel, why can't this be done online?”

Helpful Report

Posted 2 months ago

Hi Josh, Thank you for sharing your concerns, and I’m really sorry to hear about your experience with cancelling your membership. This is certainly not the level of service we want our members to experience. We’d love to resolve this for you as quickly as possible. Please reach out to us at members@craftginclub.co.uk, and we’ll ensure your membership concerns and any unintended orders are addressed promptly. We’re here to help, and we look forward to hearing from you. Kind regards, Yasmine Customer Service Team Leader

Posted 2 months ago

“Worst customer service and product company I've ever dealt with. Still don't have the products I paid for, the completely screwed up my friends gift too. Have raised multiple disputes with the bank to try and get money back as I have”

Helpful Report

Posted 2 months ago

Hi Amie, Thank you for sharing this with us, we're so sorry to hear that you haven't received your order. We’d love to resolve this for you as quickly as possible. Please reach out to us at members@craftginclub.co.uk, so we can resolve this for you as soon as. Kind regards, Yasmine Customer Service Team Leader

Posted 2 months ago

“Ordered the gin and tonic advent calendar for our friends and didn't receive it, instead looks like we received gin of the month??Lesser value. Not what we ordered or wanted and no message to say why we didn't get what we ordered. Very disappointed, just hope they can sort this mix up for us.”

Helpful Report

Posted 2 months ago

Hi Michelle, We're so sorry to hear this. It sounds like you received the wrong item! We'll make sure to pass this on to our packing team, and send you a replacement as soon as. Please do get in touch with us at members@craftginclub.co.uk so we can arrange for the correct order to be sent out as soon as. Kind regards, Sophie Memberships Executive

Posted 2 months ago

“Supposed to be a Black Friday sale. Not every one wants a load of syrups and mixers and othe4 stuff. Most people just want to buy gin.”

Helpful Report

Posted 2 months ago

Hi David, Thank you for taking the time to share your feedback! We completely understand that preferences can vary, and we’re thrilled to let you know that spirits, including gin are indeed featured in our Black Friday Sale, which kicks off today and the Black Friday Sale will be on Friday. Whether you’re looking for an exceptional gin to add to your collection or other exciting offers, we hope you’ll find something special. Kind regards, Sophie Memberships Executive

Posted 2 months ago

“Membership plans are claimed to be fully flexible but they are far from it. There is no phone number for customer service and contact by email is extremely slow. It usually takes a great deal of time and effort to get satisfactory resolutions to the frequent problems.”

Helpful Report

Posted 2 months ago

Hi There, Thank you for sharing your feedback. We’re sorry to hear you’ve had challenges managing your membership. We’d like to assure you that our membership plans are designed to be flexible, and you can make changes easily through the Members Area on our website, including skipping boxes or adjusting your plan. Our standard response time is within 48 hours, though during particularly busy times (like the festive season or major promotions), it may take slightly longer. Please know that our team is working hard to respond to all queries as quickly as possible, and we’re always striving to provide the best support we can. Kind regards, Yasmine Customer Service Team Leader

Posted 2 months ago

“The gins are interesting but thats why you subscribe - Ive been a customer for many years and I think not only are the boxes worse now, but they are more expensive than before too. The customer service is non existent (just under a month to respond to an email and when I replied there has been no response) I feel there is no desire to keep their customers returning. The membership rewards are just another means to get you to part with your money - they used to do little things you could spend your points on i.e a REWARD! but now its money off and you have to part with more money to use your points - that's hardly a reward! Not impressed and have stopped recommending. Feels like a bargain basement outfit vs a funky, lively, interesting club.”

Helpful Report

Posted 2 months ago

Hi Debbie, Thank you for taking the time to share your thoughts. Our boxes now include more items than ever before, carefully curated to bring you the best experience possible. We understand that tastes vary, and we’re always striving to strike the right balance to delight our members. Regarding customer service, we aim to respond within 48 hours, though during exceptionally busy periods, it may take a bit longer. We’re truly sorry for any inconvenience caused and appreciate your patience as we work hard to assist everyone. As for the membership rewards, we introduced the ability to redeem points for products to provide an alternative to money-off rewards, catering to orders of all values. We understand this might not work for everyone and welcome your feedback as we continue refining the program to better serve our members. We’d love the chance to win back your recommendation. If you have further feedback or unresolved concerns, please don’t hesitate to reach out to us directly. Kind regards, Yasmine Customer Service Team Leader

Posted 2 months ago

“I am extremely disappointed with my experience with Craft Gin Club. I placed an order on 5/11/2024, and as of today (25/11/2024), I still have not received my parcel. I have reached out to their team multiple times—via email, which was completely ignored, and over the phone, where I was told they would "chase this up." However, nothing has been resolved. No refund, no replacement, no updates—just silence. This level of customer service is unacceptable, and I won’t be recommending Craft Gin Club to anyone. Avoid if you value your time and money!”

Helpful Report

Posted 2 months ago

Hi There, We're incredibly sorry to hear this. We've dropped you an email so please do keep an eye out! Kind regards, Sophie Memberships Executive

Posted 2 months ago

“Charged me for a subscription I did not sign up to. When I asked how this happened I was told I clicked on a link in an email. I had not clicked on the link in the email. If I were to click on a link in an email how would this place an order without logging into my account and agreeing to the subscription. I click on many email links and do not automatically start subscriptions and orders by doing that alone. Poor explanation of why and how this subscription was started.”

Helpful Report

Posted 2 months ago

Hi There, We're sorry to hear about any confusion caused. From time to time we send out offers to people who used to be members with special offers, in case they are looking to rejoin. With these emails we always have a special code, button or a link for members to use. We always do our best to be super clear about any account changes and the most recent email informed members to 'To get this exclusive deal click the button below' and following this was the 'Click here to rejoin' button. Our apologies for any confusion on this, we'll pass this onto the relevant teams. Kind regards, Sophie Memberships Executive

Posted 2 months ago

“£39.95 for The Perfect Advent Pairings Bundle, buyers beware, you get normal tonic, citrus tonic, and ginger beer, then some dried berries and citrus fruit & spices. This come beautifully presented in a brown cardboard box not a display box that matches the calendar as it looks online, with a small flyer to tell you what to put in, not quantities just which gin, tonic/ginger beer, and dried fruit. Do your selves a favour get to the supermarket and spend 40p on a bottle of tonic.”

Helpful Report

Posted 3 months ago

Hi Mr D S Gruntled, Thank you for your feedback. We’re sorry to hear you were disappointed with The Perfect Advent Pairings Bundle. To clarify, this item is a separate offering that doesn't come in the same packaging as the Advent Calendars. The bundle focuses on delivering premium mixers, garnishes, and spices to complement a variety of drinks and is curated for versatility and creativity during the festive season. We appreciate your feedback and will share it with our team. Kind regards, Sophie Memberships Executive

Posted 2 months ago

“Never write a review but moved to after orders not being dispatched and multiple delivery failures. That coupled with the appalling customer service trying to resolve means I won't be back after a 3 year membership.”

Helpful Report

Posted 3 months ago

Hi There, Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about the recent delivery issues and customer service experience. We know how important a seamless experience is, especially for a valued member of three years, and we appreciate your patience as we worked to resolve this. Please keep an eye out for an email from us soon, we’d love the chance to make this right and restore your experience with Craft Gin Club. Kind regards, Sophie Memberships Executive

Posted 3 months ago

“Terrible Experience – Stay Away from Craft Gin Club! We ordered the taster box from Craft Gin Club on the 13th of October, but it arrived badly damaged. We immediately reported this with photos, expecting a replacement of the original items. Instead, we received a strange assortment of items that had nothing to do with our taster box. Meanwhile, we received several emails confirming we were still not members. Then suddenly, without prior notification or agreement, Craft Gin Club charged us £45 for a membership box, even though we hadn’t created an account and had no way to view or cancel this order. We asked them to cancel the order immediately, but they ignored our request and still sent the box days later. This £45 parcel was delivered while we were away and left outside. Craft Gin Club then told us we’d need to arrange and pay for a return in order to get a refund—even though most couriers don’t insure liquids, meaning we risked losing both the box and the shipping costs. This was an awful experience from start to finish, with poor customer service and a disregard for customers’ instructions and concerns. Save yourself the hassle and look elsewhere for your gin!”

Helpful Report

Posted 3 months ago

“My box wasn't delivered by Evri and i was told that they are returning it back. They didn't even try to deliver to me. I spoke to craft gin club and they said to email customer services but they haven't bothered to reply to me. After a year of getting boxes from them it's a shame they don't seem to want to help but quick enough to take payment. I will be contacting trading standards if my issue isn't resolved.”

Helpful Report

Posted 3 months ago

Hi There, Thank you for sharing your feedback. We’re sorry to hear about the delivery issues you've had recently. We understand how important it is to receive a seamless service, especially as a valued member, and we truly appreciate your patience as we worked to resolve this. Our team aims to respond within 48 hours, but during busier times, it may take a little longer, and we thank you for your understanding. Please keep an eye out for an email from us soon we’re committed to making this right and restoring your experience with Craft Gin Club. Kind regards, Yasmine Customer Service Team Leader

Posted 3 months ago

“Paid £4.99 fir the tester kit and then they took £45 out of my bank without my permission and I live on disability benefits because I have a rare hear and lung disease pulmonary hypertension now I can’t afford all my food this month. I can’t find a phone number to ring them please help!”

Helpful Report

Posted 3 months ago

Hi Mandy, We're sorry to hear to hear this. 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

“So frustrating to wait for your orders. I have been a member on and off now over 5 years. I haven't learned.”

Helpful Report

Posted 3 months ago

Hi There, Thank you for your feedback, and we’re really sorry to hear about your frustration with the wait for your orders. We completely understand how disappointing delays can be, especially as a loyal member for over five years. Please do drop us an email at members@craftginclub.co.uk so we can help! Kind regards, Yasmine Customer Service Team Leader

Posted 3 months ago

“I have been with Craft Gin Club for almost 4 plus years. I can honestly say I have always been able to email or pause my box without any problems, they have dealt with any issues I may of had.”

Helpful Report

Posted 3 months ago

“I signed up off the back of a promotion for a discounted box. The box didnt come, and was then charged another £45 for a subsequent box. Tried to cancel the membership, can't do it online and so had to phone. Very pushy sales tactics when trying to cancel. Customer service is poor.”

Helpful Report

Posted 3 months ago

Hi There, We’re really sorry to hear about your experience. We always aim to ensure our members are fully informed about the ongoing nature of their subscription, and we make every effort to communicate clearly about payment and delivery timelines. In cases where a box is unwanted, we certainly don’t want you to feel stuck with it. Please feel free to get in touch with us at members@craftginclub.co.uk, and we’ll be happy to guide you through our simple returns process. Kind regards, Sophie Memberships Executive

Posted 3 months ago

“THEY WILL TAKE YOUR MONEY AND WON'T CARE ABOUT YOU!!! They said they couldn't cancel my payment today even though the box hasn't left their premises, and I will lose a box and £45 because I won't be home. This situation feels more like a scam than a business that cares about its customers. DON'T FALL FOR THIS TRAP!”

Helpful Report

Posted 3 months ago

Hi T, 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 Memebrships Executive

Posted 3 months ago

“If something goes wrong with a delivery they will not speak to you. Only available phone number is for cancellations only (apparently the people on that line do not know of any other number for the business). 12 days since order so far & no delivery”

Helpful Report

Posted 3 months ago

Hi There, We’re really sorry to hear about the issues you’ve encountered with your delivery and the difficulty in reaching us. We understand how frustrating this must be, and we apologize for the inconvenience caused. To help resolve this as quickly as possible, please email us at members@craftginclub.co.uk with your order details, and one of our team members will assist you right away. We’re here to get this sorted for you! Kind regards, Sophie Memberships Executive

Posted 3 months ago

“Have been a member for years and am utterly shocked by recent customer services - it’s basically non existent . I’ve emailed several times to say my delivery arrived leaking and was rejected and they just don’t reply. It’s two weeks on - makes me wonder what’s happened to them ?”

Helpful Report

Posted 4 months ago

Hi Sarah, We're really sorry to hear about your recent experience and truly apologize for the delay in responding. We completely understand how frustrating it must be, especially after being a valued member for so long. We take this matter very seriously, and we’d love the opportunity to resolve this for you as quickly as possible. Please email us directly at members@craftginclub.co.uk with your order details, and one of our team members will get in touch right away to assist with your leaking delivery. Thank you for your patience, and we appreciate you bringing this to our attention. Kind regards, Yasmine Customer Service Team Leader

Posted 3 months ago

“Very poor comunication ,no contact number, no response to emails”

Helpful Report

Posted 4 months ago

Hi Baz, Thank you so much for your feedback. Unfortunately, as we are still such a small team, we don't currently use a phone line - we simply wouldn't be able to keep up with the volume of calls that we would receive. Introducing a phone line is definitely something that we would like to do as we grow, but for now, we feel that we can provide better service via email. Our team is always available via email at members@craftginclub.co.uk, and we aim to respond to all queries within 48 hours. Please do get in touch with us so we can ressolve any issues. Kind regards, Yasmine Customer Service Team Leader

Posted 3 months ago

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