“I made an order on 26 Nov, which was meant to arrive in 1-4 business days. It is now the 11th of Dec and I still have not received my order. The order tracking just says "delayed". I've tried to call both Kent St cellars and the courier multiple times and could not get through. These were Christmas presents, which I've had to rebuy at a local liquor store.”
“Very disappointing. They said shipping 2-5 days. It appears they have lost my order, charged my credit card in full, have provided minimal feedback. I'm $298 out of pocket waiting for the arrival of my order from 16 days ago.”
“I had asked for delayed delivery as I was out of town for a week. This was ignored. On receiving notice that the wine was on its way I contacted Adam who told me there was nothing he could do. When I drew his attention to the request in my order for delayed delivery he had 2 responses. The warehouse was too busy and why did I place an order when I was going away. So in his eyes I was somehow at fault for not knowing your system deficiencies and also placing a special request. When I explained that someone should have called me to note my request wasn’t able to be accommodated, again he emphasised the warehouse was just too busy. After repeated discussion Adam was able to delay the order but it was still delivered 2 days before I returned home. I had a neighbor collect the wine for me. My message to Adam is that if you want customers you just have to provide customer service.”
“So the box was squashed and damaged. As I am a collector of good spirits I was not happy but did now raise an issue nor submit refund request. But I feel very saddened by the condition of the box and I wonder if I could just get the box.”
“I ordered a six-pack of wine on 28/10/24 I am still waiting and can't get an ETA out of Kent Street Cellars and Couriers Please are are totally uncommunicative. This is the worst online purchase experience that I have ever had.”
“We had an order placed 9 days ago and it is apparently sitting damaged in the Melbourne depot. Cost $450.. we have followed the tracking and had phone contact 3 x without any return calls. We now have a whisky drought and had to go elsewhere. Not happy.
We are in Canberra.”
“I ordered my champagne on 1 Sept and still haven’t got it. (Was meant to get it on 3rd Sept on the tracker) And it’s 16th Sep today.
Lucky I did a test run with one bottle. Was about order a case.”
“My purchase was broken when it arrived. I have called and left a message and emailed and no one has responded to me. I would be grateful if someone contacted me.”
“I recently ordered several bottles of liquor from Kent Street Cellars, including two bottles of The Glendronach Cask Strength Batch 10 Single Malt Scotch Whisky (700ml). Unfortunately, these two bottles were missing from my delivery.
I immediately contacted customer service to resolve this issue, but their response has been incredibly slow. It has now been over a week, and I have yet to receive any reply to my multiple inquiries. This lack of communication and customer support is unacceptable, especially considering the high value of the missing items.
I am highly disappointed with the service I received from Kent Street Cellars and cannot recommend this retailer based on my experience. I hope they improve their customer service and communication in the future to avoid such issues for other customers.”
“We thought we were purchasing normal Shaw and Smith sauvignon blanc. Realised it was half bottles size at rediculous price. I have never purchased half bottles of quality wine in my life. Good deception.”
Tony, some customers do enjoy the half size 375ml bottles.
Our listing has 375ml in title of product, a sticker on bottle image, bottle image is distinct from 750ml and in the product description 375ml bottle size is listed.
Not sure there's much more we can do as a seller.
Regards
Kent Street Cellars
https://kentstreetcellars.com.au/products/shaw-smith-sauvignon-blanc-2022-375ml
https://kentstreetcellars.com.au/collections/shop?q=shaw%20and%20smith%20sav%20blanc
“Extremely disappointed with my order, the pricing seems intentionally misleading on the website. The price for a half size bottle of champagne was only a fraction from the price of a full sized bottle, so I accidentially ordered the smaller bottles instead. How can the price for half the amount be only 5% less than the full price bottle? I feel this is intentionally misleading. Very disappointed.”
Hi Caroline
These prices are set close together by the supplier (wholesaler) of the product.
This is evident as all retailers are at approx the same level for these 375ml Moet Champagnes.
Kent Street Cellars $54.99
First Choice $56
Vintage Cellars $56
The Bottle O $55
Porters Liquor $54.99
Nicks $59.99
Camperdown Cellars $52.99
Dans - OOS
A business 1 star review in this instance is a little unfair we feel.
Regards
KSC
“As I wrote to you yesterday, the wine I ordered for Eileen Boyle in Fremantle got delivered to the wrong address. I don't know to where, the notice from the post office simply states WA 6011, which is Cottesloe. I would be very glad if you could follow up on this and get back to me.”
English