My recent seasons case was meant to include a bonus bottle worth £10 as an incentive. It did not, I telephoned Laithwaites who apologised and said it would be sent out to me.
A few days later I received a letter asking me to contact them to update my card details, which I did. I also queried where my missing bottle was, Megan the agent had no record of my previous call, but said they would send this with my next case. I told her this was not good enough and was offered a £10.00 deduction from the payment I was due to make.
I accepted this. but surprise surprise no reduction was given.
Had a similar incident several years ago with Laithwaites, will never use them again . I do not like being lied to...
I have enjoyed my case of wine over the last 6 years, however, the type of wines included no longer excite me, and have become much of a muchness!! and got too expensive. So I asked to cancel, that was all agreed, and surprise, surprise, they have taken the money out of my bank again this month, why cant they just do what you ask!!
Keith Blizard found this review useful
On March 15 I signed up for the wine club. I was not given a chance to finalize purchase with shipping and was mildly surprised to see a 20.00 shipping charge added to purchase price. I selected one of three option : the mixed case and happily set out to wait my wine. I cannot drink red wine but my fiance does so I know I selected that case.
The following Monday (18th) I saw that no charge had been made to my card yet so I went to review my order; wanting to make sure it had been placed correctly. I noticed that it was all set, but that it was just reds not red and white. I immediately called and asked them to fix it. At that time I was told that it had "already been sent to the warehouse and couldn't be changed." I then asked about cancelling the order. Again I was told that "it was already sent to the warehouse so they could not cancel." I then asked to speak to a manager. They said they would issue an interruption to try to keep the order from shipping. I called the next day and I was told the warehouse had received the information and would cancel as soon as a tracking number was issued. On March 21 I got an email saying that it was set to ship out and that a tracking number had issued. I called to make sure the interruption would go through and I was assured that everything was set to do so. The following day I noticed it had actually shipped. I called again and was told there was no guarantee that they could have stopped the shipment and that my only option was to refuse the shipment so that it would ship back to them and then they would be able to issue a refund. I find it hard to believe that it took a week to ship and NO ONE could stop it or cancel it. I find it frustrating that all I wanted was the mixed case and there was no way just to sub that in. I find it ridiculous that my money is held hostage while I repeatedly tell them there is a problem and no one can fix it. It seems like an odd business practice to pay for shipping two ways when a customer calls way before it ships to let them know there is a problem. This is awful customer service. EVEN if it was originally my fault and I clicked the wrong button.... Oh yes I was also told I could order a new case of the correct wine while I waited on this to get resolved to make sure I got the wine in time for an event. Umm no. I will never order from this company again and I fully expect to continue to have problems getting my money back or the correct wine. I am very concerned about refusing the shipment and having it shipped back and having to wait until they get it so that I get a refund. I am expected to have the wine April 2 so I am expecting
We've been buying from Laithwaites for 15+ years, but I've given up now. We've had some very good experiences. The wines are typically all good and when we've had occasion to fall back on their guarantee they've stood by it (even on a £50 bottle of whisky). Particularly enjoyed visiting their Windsor shop.
In recent years it's to be more of a struggle. They became much more aggressive about the wine club part of their business and were continually trying to get us to subscribe. I understand the business sense, but it marked a distinct change from a customer focus ethos to a recurring revenue focus.
We've also had more than one occasion when we visited the Virginia Water shop with a brochure which had been sent to us to be told that the offers weren't available. We eventually managed to convince them that we (and the brochure) were correct, but its not a great experience. In fairness, my last visit was better in this regard. Although they couldn't supply one of the cases, they offered to send to my home at no charge and did have the other case I wanted.
As others have commented their value has recently deteriorated badly. Until this happened, I'd happily buy any of their mixed cases and know that I'd be happy whether they were everyday drinking wines or something slightly more special. Better value and more reliable than buying elsehwere. Now, the value just doesn't seem to be there.
On top of this, some of the marketing tactics are a getting sharp. We recently received 2x£20 vouchers to get us to "come back" but when we checked out the prices, we found that the prices on the available wines had in some cases been "adjusted" so that the vouchers did not give the face value discount expected. That sort of thing is enough to put me off for good.
I started ordering from Laithwaites over 2 years ago and have always been very impressed with their level of customer service and quick delivery times. Add to that some really excellent wines at prices which won't break the bank and you have a winning combinaton.
I used to be a member of the 4 seasons wine club at Laithwaites, but I cancelled it a while back now. Don't think I ever had a bad bottle from them in all the yrs I was with them. I used to get the all red case every 3 months. The main reason I stopped was that slowly but surely the price of the case crept up and up a little bit every now and them. Saying that though I would use them again and have no problem at all in doing so.
We have a regular order - supposed to be 4 times per year, but we find we don't need that much. Laithwaites have happily amended to twice a year. They have unbeatable customer service - it seems they'll happily do anything you want!!! and the people on the end of the phone are pleasant extremely helpful if you ring to make any changes.
The sampler cases have some really good wines that will definitely have you coming back for more! Just be careful because even if you didn't plan on coming back for more, you will 'subscribed' to get more. This isn't entirely obvious when you first order.
Have been a member of Laithwaites for about twenty years, and bought wine from their Solihull shop just the other day. Great store and really friendly staff. The only thing that has stopped me giving a five star rating is that I think their wines have become a touch expensive of late
We've tried a few companies in this lark, but Laithwaites seem to be the best. They did have a dodgy website (insecure) but they seem to have got past that now. Deliveries will leave the stuff in your back garden if you are not in (you decide if that's a plus point).
Most importantly, the Big Reds and Australian Reds are wonderful. Only ever had one bad bottle and they credited us straight away.
Some highs and lows over the past year ish. Thats not the wine which is always generally good, but the service which seems to depend on who you speak to when you call. Have had occasions where requested changes have not been recorded which is anoying. More recently recommended substitutes which where superb. Prehaps losing that small focused supplier felling?
I joined with two accounts many years ago when they were just developing and the wines were great and the service had the right level of sales contact and support, more recently I have found them a bit pushy and frankly snobby when contacting me. one sales guy suggesting that unless I spend more / up my budget I would not experience the full enjoyment of the slightly more expensive wine he was trying to flog.
I cancelled one of my accounts immediately and now have the same deal with a local independent wine merchant, Alfred the Grape, I get great quality and do not have to pay for delivery so a win win situation.
I shall be closing my last account now that Xmas is over and I recommend finding a local indie if you can.
The two stars I've awarded relates to the wines I've had in the past. Yesterday I received a very tasty offer, complete with £50 discount and together with the £10 gift card I received from Laithwaites some 12 months ago (for a couple of bad wines in a box) I rang them this morning to order the 12 "Big Reds". My offer letter had my name and address printed on it and the call centre were able to find my details on the database. PROBLEM.
The chap then apologised but said he couldn't offer me this deal as I'd had several cases (of different wines) from them in the past. I explained how Laithwaites had written to me personally, quoting my name and address on the order form yet making no comment as to my ineligibility.
This is the classic switch-off for marketing. Step 1, get the potential customer exceited with an offer made explicity to him. Step 2, when said customer rings to accept the offer tell him sorry, cannot honour our offer after all.
What more can I say? Perhaps only to tell as many people as possible how Laithwaites acts with such low honour.
Andrew Baines found this review useful
On a recent order of 12 mixed bottles I was asked if I wanted to fill the three empty slots in the case.
I agreed the price and also agreed the type of wine.
The following week a box arrived with 3 bottles in and a few days later my 12 bottles arrived in a 12 box.
I am surprised at this smart practise from the Sunday Times especially as I have been a customer for quite a few years.
You have lost my confidence.
As a late idea i ordered half a dozen bottles of champagne as surprise christmas gifts for female family members and requested saturday delivery before christmas. Just on time the bad weather threatened to prevent the delivery, Laithwaites sent an email with a contact number advising of issues due to the weather. I called them and they tracked the order and managed to ensure it got to me on time.
According to the girls the product was as good as the service, I just need to get my order in a little earlier this year.
Since buying a case of wine, we have been plagued with calls - as many as 3 a week - from these people. We have requested to be removed from their calling list but still they continue to hassle us.
Awful customer service, buy your wine elsewhere.
Good wine delivered. Definitely better than supermarket wine for the price. The marketing is pretty relentless. They have a lot of deals for your first delivery but then the price goes up. When I get something at £50 one month I'm not likely to pay £70 or £80 for it on and ongoing basis. If you can remember to cancel you can do alright with keeping on getting the specials. They'll send you a discount voucher or call you with a discount if you don't buy wine for a few months.
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