Laithwaites

I ordered 2 cases on a preorder - when the wine came in I opened a bottle and did not like it - called to return it and was told it could not be returned since it was a preorder.
We will never order from them again
They never even sent me an invoice or receipt for the wine - it just showed up on my credit card

I have never had any problems buying wine at the Theale shop. All the staff are knowledgeable and pleasant and on the very rare occasion I have had a wine that was not up to standard, it was replaced immediately. I have been going there for many years and genuinely can't fault it.
And... unlike some other shops, they make allowances for me being deaf and are very patient and accommodating

Laithwaites refused to cancel order a year later I see a deduction for a case of wine i didn't order deducted from my card I tried to ring day 1 hour they hung up day 2 hour and half finally got through told the little $#*! my problem. He finally said he would cancel case and send me a re fund an email would follow. No email went on line to chat to busy server was down last week. Today the case arrived I talked to the driver he said that was 2 today that hadn't ordered the case it was a common complaint from this mob. I am a pensioner doing it tough this mob really don't give a $#*! about us beware

The positive thing about Laithwaites is their range of top quality wines. However, their customer service is awful. I have had a number of issues and as a result closed my account and I will not use them again. When there is an issue (one example is taking a payment out of my account and saying they don't have a record of it, and then no one responding to my e-mails or calling me back in trying to resolve it).

I've been dealing with this crowd for a couple of years, and they were ok at the beginning, but I have finally had enough. I made a one-off order of a case of wine from them before Christmas for office party giving them my cc details etc and all went well product delivered and so on. On 11 January I noticed a strange transaction on my cc account Laithwaites debited 200plus dollars for wine I never ordered nor didn't want. They had done this previously also and I complained to them then but they don't care. So be warned!

It is always a good day when a case of wine is delivered. Exciting to try wines that I would otherwise never get to try. They are almost always better that what I can buy locally and a better value. It is super easy to order extra cases or skip a delivery on my online account with them. They have other sales also such as on Italian wines or rarer wines. Good value and fun!

Went to buy 12 bottles. A deal in their July brochure. 2 additional bottles of wine on offer free of charge. The deal was for The Insiders collection which quite clearly specified this offer. Went locally to collect and they informed me the deal was for 24 bottles. I told them to stick it. I will cancel my account with them and find a more honest supplier.

The wines are fine. What is irritating about this company is that once they charge your credit card for your order, it can take two to three weeks before you receive it. Most online companies charge your credit card once they ship the product. They create a shipping label and say it is shipped although the shipping label is probably sitting in a bin somewhere with the other hundreds of labels they have created for other customers. They have many excuses why it takes so long before you receive your shipment. Why not charge my credit card when you actually ship it? I will be cancelling this club as soon as I see my shipment and on to the next to see if they are any better.

Complete time wasters. I ordered from them a few months ago. The courier claimed they tried to deliver when they hadn't. They promised delivery the following day. It didn't turn up again so I cancelled the order.

Stupidly I gave them a second chance this week and exactly the same happened. Failed to deliver 2 days running despite phoning me this morning and promising it was on its way. Never again.

I tried Laithwaites through one of their promos sent in the mail and liked the wine a lot. However, I didn't realize I was subscribing into a regular service - especially one where future shipments would be 5x the cost of the first. There's also no option to cancel on their site. Doesn't seem very ethical.

Absolutely shocking service. After experiencing a previous problem with my order I decided to try Laithwaites again. I order a case of 12 whites and also 12 reds. Delivery arrived today as planned after paying more for the chosen day. Only the case of reds arrived and no white wine. I have just called Laithwaites to be told that the order will be delivered in December as four if the 12 white wines are out of stock. What angers me is that Laithwaites take your order and money but don't even bother telling you the status of the order. It takes the customer to call to find out what is going on. I order lots of wine through the Wine Society and have never had one single problem. I will never use Laithwaites ever again.

Sadly I didn't read all these reviews before joining the Laithwaite club. The first club shipment came very quickly! But the next club shipment was inexplicably delayed (even though the credit card was charged) and an order placed outside the club was not delivered on the day they told me to expect it and then I found out they had created a shipping label but never actually turned the package over to FedEx. Simply unreliable.

Saw the offer in my National Geographic, Great deal, good wine. What you don't realize is that 3 months later they will send you less desirable wine at twice the cost without you even knowing. I canceled the club membership that never knew I had but still had to pay $183.14 for wine I didn't order and didn't want.

Customer service is trash. Should have read all the reviews. I cancelled my membership & deleted my card after I did the initial introductory offer. I didn't received any email notifications just $198.00 taken out of my account 3 months later. Their only response was that I signed the terms & conditions for the membership I signed up for it- Even though I had cancelled & deleted my information immediately after I paid for it.

Now I just have to "wait" for Fedex to deliver it so I can return it, but just received the run around & they "promise" my card information isn't stored. Such BS.

Joined the wine club from an introductory offer. Wish I hadn't. I selected the mixed case and received all whites (including a champagne) which I didn't want. Their website is messed up and will now only display options for all white wines, whether I select the mixed option, all reds, or whites. I sent screen shots of this to customer service who told me they can not help on email and I have to call. I called and the lady said it's an error on my end... how is your website being messed up an error on my end? They told me to send it back and they will resend a mixed case but that is a waste of my time and energy for a mistake that was not mine. I'd rather give my money to a company that is willing to fix their mistakes. Terrible service.

This is a very ugly organization to deal with. They have a complexity of layers and obfuscation to hide and divert reasonable accountability. They have No credibility.
And I really could not suffer the wine; some of which was at the 7-11 gas station wine quality level.

I ordered a promotional case of wine from an advertisement that I had in a National Geographic magazine. Unbeknownst to me, I was agreeing to a subscription plan for a case of wine and some sort of time interval. Once the second case showed up, I gave them a call to resolve the issue. I was told multiple times by multiple workers over the span of the year (I would call as I received "past due" notices) that I could keep the case as my payment had already transferred. Furthermore that I would be removed from the subscription plan. This was back in February 2017. Here in August 2019 I am still receiving notices stating that I am being sent to collections for fraudulent payment. I was just forced to pay 180$ pr else be sent to collections. The manager, Todd, could not have cared any less. Stay away from this scam and keep your money. As a learning sommelier, the wine was not worth the money to begin with.

This company sucks you in and then will not let you go - you can not easily cancel your wine plans - to cancel involves actually making phone contact with them. That process requires you to hold on the phone for 30 minutes or more (but it is worth holding). Then! Even if you cancel your wine plans, you haven't actually canceled your "unlimited" membership! You have to phone them all over again. Otherwise, they will continue to suck money out of your credit card until it expires.

I signed up for the welcome package. I paid for the welcome package. Never heard anything for about 2 weeks but had a delivery date. Called them. They said I had ordered before so the order was cancelled but I had not. Asked why they never notified me and was told it's an automated system. Asked if it was my name that ordered before and I was told they could not see that. Asked for a supervisor. Supervisor apologized and said he over road the block and ordered my wine right then. I was told an e-mail confirmation was on the way. Never got the e-mail or the order. I don't like being lied to. Just really sad. Very dishonest company. I would not care except I never ordered from them before and they straight out said the order was placed after I talked to management. Southwest Airlines needs to drop them as marketing partners.

I belonged to a Laithwaites Wine Club and wanted to check to see what the next shipment would cost me. When I went to my account the advertisement said, " Member's Only Price $149.98, Ships free. I assumed the member only referred to my membership in the wine club, so I went ahead with the order. When the wine arrived I was charged for shipping. When I complained to Laithwaites they said that was for a different membership. I was so angry, I cancelled my membership in the club and asked that I no longer receive their advertisements. The wine I received was all brands and only 1 recognizable vineyard. Be very careful of this club $189 for 12 non brand wines. You can do much better with Wine Insiders.

I tired of experimenting with supermarket wine at £5-£8 a bottle and took a trial with Laithwaites. The case came quickly and It was very good. I signed up for the wine plan which works out about £8 a bottle for a 12 bottle case. If you can push it to 15 bottles the postage is free. At £8 a bottle the quality is terrific. A couple of times I have been disappointed with a particular bottle, phoned up their customer service and it is replaced quickly with 2 bottles of my choice. I have nothing but praise for Laithwaites and have no intention of leaving them. Their No Quibble guarantee has worked for me and I cannot understand the bad reviews.

I have received 3 cases from the club - the wine is ok but nothing special. My biggest complaint is that you have no idea when it is shipping. Each of my shipments, i got a text from FedEx and email from the club on Friday night saying it would be delivered the next day. So each time i had to change my plans and wait around all day to sign for it. When i called to see if i could get more notice about shipping, the women was rude and acted like i was the only one with this issue. And there is no way to work around it. Again- the wine is ok and the prices aren't bad - just fix the people part!

Charged my credit card. A month later and wines are no where.
They generated a label for shipping but it's just a label -- no
Picking up of shipment, no proof that the shipment actually moving from A to B.
They made no effort of checking where the shipment. What is going on to it.

What kind of customer service are they running?