“Disappointment with Service and Delivery Delays
I have been using Kent Street Cellars every year for corporate Christmas gifts, but this year I am disappointed with the service. I specifically requested that the champagnes be delivered in the first week of December. However, the delivery has been delayed by three weeks, and most of my recipients are now on leave and unable to receive the champagne.
I have followed up with your team, especially Adam W, numerous times to ask for ETAs and tracking links, but I have not received timely responses. As of now, I still have not received the tracking links for some of the recipients. This situation forced me to purchase champagnes elsewhere to gift to my clients because the original order did not arrive on time.
After this frustrating experience, I will need to reconsider using Kent Street Cellars for my future orders, as the service has not met my expectations.”
“I purchased my item on the 2nd December, today is the 18th December and i still do not have my item. I've called Kent Street Cellars many many times and left voicemails none have been returned. I've also emailed through their website with one reply saying 'will look into it' however nothing back. This is very very upsetting as i wanted this item by friday this week as its for a birthday present. I will never order from you again. Very very upset and disappointed. I will have to but a dispute in with the bank over the payment coming out of my account.”
“I would write a great review if I actually received our order . We are waiting nearly three weeks for a delivery in sydney metro - that still hasn’t arrived and no response as yet to our follow up on where this is at
Very frustrating”
“I still have Have not got my wine Aramex have it but cant get anyone there to respond at least your team has communicated with me but to no use. Was for christmas but I doubt it will come. I have ordered many times before and it comes very quickly.”
“Order confirmed on 1st December , currently the 18th and still no delivery. Function was on the 15th. No one answering the phone. Emails went days without a response. My escalating frustration was not responded to.”
“I received a delivery 06/12 including 3 Veuve bottles that I thought were 750ml for $69.90 but in fact were 375ml. I emailed and asked if I could change for the 750ml that were only $2 more each and pay the difference. I stated that I'm a regular purchaser of champagne and it was an honest mistake (being only $2 different in price). I received a reply from Adam on 09/12 saying I could but the Kent St shop is no longer open, could be done via delivery but would have to pay for courier (no details given). I immediately replied same day and asked how much and how to go about this. I received a reply 12/12 advising price of $20 plus difference - again I immediately agreed and up to now 7.20pm 17/12 am yet to have a reply. Very poor service from a loyal customer.”
“I ordered and paid on Dec 1 and still not received the 6 bottles of wine on invoice 127621. Adam responded that a case # was raised with courier. I have followed up twice now each with courier and Kent but no response. This is not acceptable as I need it for a party this Thursday. Can someone please help as your phone messages are also not returned”
“I would love to say the service is great, but have been waiting days and days and still no delivery for a recent purchase, maybe a problem with couriers.....”
“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?”
