I joined Virgin wines after being offered a £40 voucher towards a case of wine. Having thought this was a great idea and thinking 'this would be a great addition to take to a family holiday pre-Christmas. How very wrong was I!! After trying to order using the online process and failing because their website didn't like my name and address, I then attempted to order via the telephone. A gentleman saw what was wrong, rectified it and placed my order. Wonderful, you would think!? Nope, he didn't put the correct address into the delivery address and missed out the key part of any address, the house/building number! Doh! Not realising this until the wine hadn't turned up some 4 days later, I contacted the customer service department for Virgin wines only to be told that two attempts had been made to deliver the wine and the delivery company saying 'the address is incomplete or does not exist' Now call me silly, but if that was the case, wouldn't you expect 'customer services' to contact you to check the details and out of courtesy, at least call you to say there had been a failed delivery? Not Virgin wines, its down to the customer (and a new one at that) to raise concern. Happy enough to take your money but not happy enough to provide decent customer service. So, it's now less than 24 hours until I have to travel, without the case of wine I was looking forward to taking. I speak with a lovely young lady in their customer service department who tells me that the parcel is in a 'local' depot and it would't be possible to deliver it to me before I had to leave on my travels. So I ask for the 'local' depot details so I can go and collect it..........this turns out to be 70 miles away (nice and local as you can see) The lovely young lady tells me that the parcel is at the depot, I can go and collect it and they'll be expecting me. So off I trot, 70 miles later and just over an hour and ten mins have passed, I arrive at the depot. Sorry Sir, your parcel is on a van and it's about two miles from your address, WHAT?!?!?!?!?!??! And cue telephone call to Virgin wines customer services........helpful?! Not in the slightest. So I frantically drive back to where I had originally been (another 70 miles) to be met by the delivery driver who then hands over the parcel. 140 mile round trip, £60 in fuel and three hours of my evening later and its all over.
What do Virgin wines offer as a sorry???? -----> £16!!!!!!!!!!!!
I'm sorry, but this company is an absolute shambles and if you can get your wine elsewhere I'd strongly advise you to do that. I work for one of the UK's largest organisations and I will definitely be spreading the word about this one.
Virgin wines, you're an absolute disappointment.
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