“Terrible experience for a valued, returning customer. I ordered 2 x Perrier Jouet Blanc De Blanc NV & 2 glasses sets as Christmas gifts which were delivered to the wrong building on the 6th of December 2024. I have been chasing a refund or a replacement of goods (which amounted to $300) from both 'Kent Street Cellars' and their courier 'Aramex' since then and it is now the 15th of December and I have received neither. Terrible customer service and no rectification.”
“I have placed two orders with Kent St Cellars. The first was delivered satisfactorily. The second was placed 14 days ago. I was advised that it was dispatched after 3 days. I still don’t have it. I have emailed Kent St Cellars twice and the courier twice. Both have acknowledged my correspondence, but neither have attempted to resolve the matter. The whereabouts of my purchase remain a mystery to me. I live in metropolitan Sydney.”
“I always order from Kent Street but I have damaged items in my order and have left messages and emails and no response. Now I have damaged client gifts for Christmas”
“Really disappointed with the way this has been handled ordered champagne on the 30 November have sent two messages to Aramex and left two messages with your store finally today to say it has been delivered to a depot as no one was home and my husband has been home all day so all round it has been a pretty ordinary experience”
“My goods were ordered over two weeks ago and they haven’t arrived. So my only review at this stage can be Zero.
I’ve chased it up twice via email but still haven’t arrived. Can someone please contact me?”
“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.”
English