Laithwaites Reviews 17

Visited their branch in West Bridgford on Sunday seeking advice and received excellent service from Dawn! We will definitely be buying wine from here again!

They signed me up to receive a case of wine every 12 weeks - at a very expensive price - and I did not agree to this. It is impossible to remove my credit card details from my "membership." I will never order from them again.

Trudy Prynne is my personal wine advisor and she is expert in what she does. The personal touch is priceless, her humour, modesty and sense of fun combine so well with her knowledge of wine, she opens my wallet with commensurate ease! I have no objection. She knows and remembers what I and my wife like to drink and so often recommends wines I have never bought before, yet, with very few exceptions, she is spot on in predicting what we would like. I have no worries because Laithwaites will refund the cost of any wine we don’t like. This arrangement with Trudy’s professionalism mean I can get wine worry free. All I have to do is drink it and enjoy!

Just had some fabulous Champagne with
Shannon's help she does her job very well. I would highly recommend Laithwaite for good wine & excellent service

Tried to place an order online using Google pay, the website said there was an error and tells me to try again but Google pay tells me that the payment was successful. I check my bank account and have a pending payment to Laithwaites. I contact Laithwaites to ask what's happening and they tell me that can't accept digital wallet payments and they'll refund me in 5 working days.

Why is the website allowing people to pay with a digital wallet still if they can't accept it? Why aren't they contacting customers to tell them what's happening with the order or refund?

This company used to be really good on service but I ordered a case of red wines mixed recently and sadly they only sent me 3 wines (4 bottles of each)
Poor show I thought

We have used Laithwaites for quite a few years, but this was the first time that we bought their bin ends wines. It's a real mixed bunch..it included Rex Mundi Shiraz Grenache 2023 which was a 4, but on the 'sweet side', Queer Britain Madam F 2022, fine with a chicken burger, which we gave a generous 3 and Chateau de Francs Cotes de Bordeaux which was an easy 5/5. None were bad enough to ask Laithwaites for a refund, which they are happy to give, but I wouldn't buy a bin ends case again! I am unable to write a review for each wine on Laithwaites, as they are sold out! (Bought mid September time).

We cancelled our subscription and they continued to charge us three months after, forcing us to cancel our card. Customer service abysmal.

Abrasive Customer Services.

Sent wines without any prior notification.

This was a super firm, something has changed, which is extremely disappointing.

Horrible and dreadful customer service.
I've been tempted by their advert of "first order 40%off".
I usually source my wine elsewhere, but I thought it's worth a try, and as I was believing at that point - more convenient. I didn't know then how wrong I was.
I clicked on the link and follow all instructions to set up the account and picked the subscription. I made my initial order for 8 bottles of wine, and the money was instantly taken off my bank account. After few days of non-communication from laithwaites, I decided to contact them with questions about my order.
They eventually responded that my order wasn't processed because they "weren't able to confirm my age" (I'm 44) and they asked me to provide the copy of my passport.
As I was busy working and had no previous indication that they may need my passport, (no request been made at the point of purchase, also noone bothered to call or drop the email with proof of age request - they just took my money and waited) it took me another couple of days to send it to them, so they can dispatch my order. In the email I sent with my ID, I shared my feedback on their conducting of the purchase, as it was substandard to say the least.
Yet I was still willing to make final decision based on wine, its quality and delivery... However, several hours after I've sent my ID, I received the refund for my order...(???!)
No email, no explanation... Nothing. Just refund.
I was gobsmacked seeing such a shameful example of terribly bad customer service.

But if laithwaites' promotes such attitude of the 4 years old girl who's throwing the tantrum after pointed wrong, instead of matured customer service, it only proves my findings right, and in the end I would not want to deal with such childish behaviour when getting my wines.
There's so many and so much better companies offering much better service and quality, that l don't need to watch laithwaites' drama... as they simply lacking correct approach to customers.
Avoid them - not worth the hassle.

OMG, don't touch them with a barge pole!!! Ordered a case of wine for a friend of mine who turned 70. Over a week later the wine has STILL not been delievered. Their customer service showed a NO-CAN-DO attitude. they put you through from pillar to post and when I asked to speak to a manager I was told the manager had no time! No time for a customer???? In the meantime my friend still hasn't received his gift. Even wrote to their CEO in Australia and told her that their UK operation requires her own personal URGENT attention. Won't be using that outfit again, for sure!!!

Terrible service! I ordered wine for my friend as she was going through a hard time. I paid £10 to get it there the next day. Laithwaites confirmed it would be delivered. Nothing. No emails nothing. I had to chase over the course of 2 days to track down where it was. After I finally got through I then received an order accepted. My wine was going to be delivered 4 days late and there was no offer of a refund. The person on the phone said ‘oh I can see you paid extra I will find out what is happening’ then told me I would get a phone call. No call. No refund. I chased again and had to say refund my money. Terrible company terrible customer service. It’s still not delivered and I’m not convinced we will get it any time soon. Save your money use a different company.

Although I was happy with the wine and spending more than £2,000 this year they still insist on charging me for delivery. They have now lost my purchases to a rival company who keeping asking me to renew my membership.

Very good service good value wines good quality KATIE WAS VERY HELPFUL

Diane’s Waite It’s quite amazing sometimes I just have to leave a message to tell her what I need and it happens I trust her completely with her choice of wine very experienced and has taught me most of what I know thank you Diane

*Update: the delivery was just dropped back off at my house instead of the intending location, again!
The order was shipped to the wrong address on 12/28/20. It was picked up by FedEx on 01/02/21 for delivery to the correct address. As of 01/19/2021, multiple phone calls and emails, the shipment has not arrived to the correct destination. I have repeatedly asked for a manager but one is ever available. Every time I call, it is "in route" but no one can tell me where. One day it is in Fort Mill, the next day Rock Hill SC, the next day it is in California? I have been extremely patient with long hold times every call. This was a Christmas gift

If I could give this a zero I would. I have been waiting for almost a month for my delivery (2 1/2 weeks past the guaranteed delivery date. I called their customer service to see what was going on with the order and they told me to call the wine cellar, they were the ones holding it up. I called the wine cellar and they haven't even received the order yet! I called Laithwaite's Wine back and they cannot explain to me why the order wasn't processed or never sent to the local wine cellar, they just said "they are busy". I am leaving town for the holidays next week and will not be around to get the delivery so i need it before Sunday. I do not want to cancel because I was counting on the wine (plus I get bonus points with my airline). I will say the CS rep I spoke to was very kind, but she couldn't do anything. I asked to speak to a supervisor but they were "too busy" to speak to me. Beyond frustrated with this company. Beware when you buy.