Beer Merchants Reviews

Name: Beer Merchants
Address: Unit B10 Larkfield Trading EstateNew Hythe Lane, ,, Larkfield
Rating: 4.65

4.7 Rating 3,681 Reviews

95 %

of reviewers recommend Beer Merchants

4.7

Based on 3,681 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

About Beer Merchants:

Great beer to your door.

Visit Website

Phone:

01622712960

Email:

support@beermerchants.com

Location:

Unit B10 Larkfield Trading EstateNew Hythe Lane, ,
Larkfield
ME20 6SW

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Beer Merchants 5 star review on 29th January 2024

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Mostly over carbonated.”

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Posted 3 months ago

“I have received my delivery and nobody at Beer Merchants is responding to my calls. Very poor service… Mr Harjit Theyara”

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Posted 3 months ago

“Absolutely dreadful - not only will I not buy from you again, I will make sure I share my experience with others so they don’t either.”

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Posted 4 months ago

“Items recieved damaged. Have contacted customer service twice and had no response”

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Posted 5 months ago

“I got 2 cases of out-of-date beer. I knew they would be out of date but not by 9 months. Cans of the same beer were completely different. Like really different. One tasted ok the other two were obviously turned. Disgusting. Probably 50 % so far drinkable. Maybe less. Won't be doing it again. You did ask.”

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Posted 6 months ago

“Had to wait 4 /5 days for delivery, not good enough once but twice??”

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Posted 7 months ago

Hi Paul, Firstly we would like to apologise for any inconvenience this may have caused. We have looked into this for you and can see your order was delivered using the Free 3+ Working Days Shipping method as selected. Ordered Tuesday Afternoon and delivered Sunday Afternoon. We hope you enjoyed your beers and we hope any further orders will be satisfactory for you.

Posted 7 months ago

“Items were missing from my order, no refunds given, despite a check sheet included in my box of ordered beer, saying 'Refunded' against the missing items! Their phone number is absolutely useless and nobody ever answers it. Their customer support email address, is the only means of communication, and so far despite waiting a few days, still no reply. I wont be buying from them again. Someone needs to contact Trading standards, because from what I have seen, this company is operating without any honour, duty of care, or professional etiquette whatsoever, they seem to constantly and consistently take customers money when ordering, yet then fail to send out either any or all the ordered items, and then refunding seems a hit or miss affair chasing after them exercise. The items that they claimed had been refunded and not available was the only reason for my order, despite ordering more beers at the time, but even after claiming they were not in stock, were still on their website for sale! So no idea how many more poor souls are going to pay for items they wont receive! What upsets me more than anything, is the lack of communication, no apologies, no explanations, nothing, just a check sheet with 'Refunded' on it when there was no refund. So very bad customer care or service. I even contacted their sister company 'Cave Direct', which my paypal statement from my Beer merchants order had on, it seems they are also lacking in care or concern, just fobbing me off and I need to contact the one and only none answering number on Beermerchants.com website. My advice is do NOT use Beermerchants.com if you want an honest reliable service! It was ok in the past it seems, but not now!”

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Posted 7 months ago

Hi Dave, We apologise for any issue with your order. Please contact us at support@beermerchants.com and we will look to rectify any issue promptly

Posted 7 months ago

“Placed an expensive order (north of £50) with them on 22nd August. It is now 8th September and still not delivered. Repeated attempts (over ten times over different days, during their listed opening hours) calling the number listed on their website this week - nobody picks up the phone. Emailed them at the start of week, no response. But I'm still getting their marketing emails. I have now resorted to DMing their parent company (Cave Direct, who also do not answer their phone) on Instagram and tweeting them in the hope of getting a response. Next step will be writing a letter directly to the Managing Director (his details are on the Cave Direct website). This is an awful level of service. I shouldn't have to do this. All I want is the beer I paid for to be delivered.”

Helpful Report

Posted 8 months ago

Hi Steve, We apologise for any issue with your order. Please contact us at support@beermerchants.com and we will look to rectify any issue promptly

Posted 7 months ago

“I was given gift vouchers for this company as a birthday present. Made my first order and only half the items have arrived.”

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Posted 11 months ago

Thank you for taking the time to share your feedback regarding your recent experience with us. We appreciate your patronage and apologise for the inconvenience you have encountered. We understand how important it is to receive all the items you ordered, especially when using gift vouchers. We sincerely apologise for the error, whether that be it was damaged in transit or not, which led to only half of your items being delivered. This falls short of the high standards we strive to maintain, and we are committed to resolving this matter for you as quickly as possible. To assist you further, we kindly request that you provide us with more details about your order, such as the order number and the items that are missing. This information will greatly aid us in investigating the issue and expediting the resolution. You can reach out to our customer support team via email at support@beermerchants.com. Once again, we deeply apologise for the inconvenience caused. We value your satisfaction as a customer, and we appreciate your patience and understanding as we work to make this right. Should you have any further questions or concerns, please don't hesitate to contact us.

Posted 11 months ago

“I placed an order on 17 Nov which did noy arrive. I made a complaint to you and a new order/delivery was arranged. In spite of promise of delivery by DHL on 25, 28, 29, and 30 Nov and then 1 Dec, no delivery was ever made.”

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Posted 1 year ago

“This never turned up.....I sent 2 emails no reply then when i phoned they sent it again. I wasnt very happy to be honest having to keep trying to get in touch. They do not work weekends apparently. I emailed on a friday and saturday no reply then had to call on the Monday.”

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Posted 1 year ago

“Ordered 20x bottles of Weiss and a 12 pack of cans of Weiss. DHL turned up with box 2of2 , no box 1. This is three days ago now. DHL unhelpful, beer merchants don't answer the phone but did answer one email that basically says hopefully it'll turn up and nothing else. Looks as though my only option will be to pursue this through PayPal. My first order aswell, not sure I'll be making anymore, even with today's 15% off. Quite simply not worth the hassle...”

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Posted 1 year ago

“There was a packing error with my order, 1 can was mispacked, by another can from the same brewery. The original can I ordered was more expensive than the one I was given (but still paid for the more expensive one). When asked to receive the can I paid for, I was told I had to wait for them to arrange a pick up for the can I was sent, until they could ship out my original order. Frankly this has cost Beer Merchants more in delivery costs than it would have if they had sent the replacement. Although my delivery was on time, waiting for the correct can to come will mean overall my delivery will be late by over a week. I requested a refund on my delivery charge but I was flat out denied this. Very unhappy with the level of customer service, and will certainly not be using Beer Merchant’s in future.”

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Posted 1 year ago

“Beer merchant usually have great service , speed and accuracy of order is spot on , but this time , there was four items missing from the order , and looking at the receipt noticed that they were not marked off on the order , but there was no notice of this from beer merchants and when e mailing , I was told they would be dispatched, but there has been no notifications since this , normally fivebstars but sadly this time 0 stars”

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Posted 1 year ago

“I was told delivery would be between 17.29 and 18.29. I had a legal appointment at 15.00. At 14.44 I received an email informing delivery was made at 14.23. I returned home at 17.45 but couldn't find the beer. Still haven't found it. DHL apparently take a photo of delivery. I would like to see that photo. My house was empty between 14.15 and 17.45.”

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Posted 1 year ago

“The pack had 20 out of code beers one out of code October 2021 very disappointed I wouldn't had given 1 star but there are no minus stars”

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Posted 2 years ago

“delivery has not happened, I called but nobady answers, I sent e-mails and no reply. My only option is to call my bank and stop payment. Terrible service, no customer support at all.”

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Posted 2 years ago

Hi, sorry you feel that way, Unfortunately, when you called we are not open on weekends. We do usually have to wait for DHL to confirm details on the delivery as we do not work directly with them and we refunded you for said order as soon as the issue was flagged.

Posted 2 years ago

“Placed order 19th Dec still had not arrived by 29th no explanation or apology received by far and away the worst service I’ve ever received certainly advise not to use this company if your wanting a quick order.”

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Posted 2 years ago

Hi David, we are very sorry about this, Obviously, due to Christmas time off, and festive trading hours, we could only chase up orders when we were back in the office, we do our best to rectify issues raised, especially with DHL delivery issues as soon as possible.

Posted 2 years ago

“Ordered a second lot of my favourite beer. Unfortunately Beer Merchants only use DHL. DHL are a shambles, complete and utter, incompetent, disinterested, shambles. Even as writing this dire review, their website tells me my beer is out for delivery... I accept things go wrong but it's how Beer Merchants have responded that has made the non delivery 100 times worse. I have emails explaining that this happens EVERY SINGLE DAY with DHL and yet they refuse, yes refuse to try to make it better for customers. They know DHL automatically cut off phone calls, they know DHL never answer customer emails and yet all their advice is is to contact them. Frankly Beer Merchants are worse than DHL due to refusing to ship via a competent courier or look for an alternative. If you like beers that Beer merchants purport to sell then take a picture of the bottle and stick that in your fridge as, in my experience, that's as close as you'll ever come to it with Beer Merchants.”

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Posted 2 years ago

Hi, sorry you had a bad experience shopping with us, as you have acknowledged DHL doesn't always get the order out and these issues do happen considering the amount they deal with on a day to day basis, again as soon as we learn of these issues we try in a timely and helpful manner to rectify as soon as we can, albeit it via a refund or re-order!

Posted 2 years ago

“Placed order for 6 Paulaner Oktoberfest sets and only 5 arrived. No answer to email or PayPal escalation and phone disconnects when you attempt to ring.”

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Posted 2 years ago

Hi Raf, so sorry to hear this, we do try to sort these issues asap We will try better!

Posted 2 years ago

Beer Merchants is rated 4.7 based on 3,681 reviews