“I ordered wine for someone else as I do not drink wine. In order to get the specific wine I had to join and create a membership. I wanted to cancel the membership and you are supposed to be able to do so online. When I tried to cancel online, it popped up with a bubble that said I had to call and contact them. So, I contacted them this morning and said I’d like to cancel. They asked me why. I said because I do not drink wine. The customer service representative then proceeded to ask me “why don’t you drink wine anymore?”
I cannot even fathom why someone would feel it was OK to ask that question. But I simply responded. That is none of your business. Do not ask people that question.
He of course, was been very short and canceled my membership.
Laithwaites - Mind your own business, stop asking customers inappropriate and intrusive questions. And maybe get your website to actually work.”
“Tried to order 6 bottles for Christmas present. They had saved previous delivery address but I wanted them delivered to my business address. I couldn't use my home address as no one there to take delivery. Their delivery times are listed as 7am to 9pm which is obviously no good for a business. They couldn't give me a more accurate delivery time so I decided to to collect from local store, The website would only give me a choice of 2 stores which were near the original saved address and 4 hrs away from me. The site would not let me select a store near me so I telephoned them to arrange collection from their Alderley Edge shop. The operator input the order and all seemed ok until I clicked on the shops website only to discover the shop had closed down in August this year. Something that their HQ didn't seem to be aware of. In frustration I cancelled the order and will never use Laithwaites again.”
“Ordered a surprise fir my daughter on 7/5 by 17/5 it still had not been sent. They promised to sent it stright away and will be there by 21/5, as if today 19th still wsiting for it to be sent. One nice surprise ruined. Customber service is lacking”
“Complete time wasters. I ordered from them a few months ago. The courier claimed they tried to deliver when they hadn’t. They promised delivery the following day. It didn’t turn up again so I cancelled the order.
Stupidly I gave them a second chance this week and exactly the same happened. Failed to deliver 2 days running despite phoning me this morning and promising it was on its way. Never again.”
“I have been ordering wine from Laithwaites for about eight years. Joel has been my contact at Laithwaites for a number of these years. He is extremely professional and helpful and his recommendations are always welcome and rarely disappointing. As all our friends and neighbours love their wine it’s important we keep stocked up. Joel also recommended wines for our GoldenWedding celebrations last October. The secret to a long and happy marriage is of course a good wine cellar. Thank you Laithwaites.”
“Tried to redeem rewards points with them. The offers on the website are not honoured; Laithwaite blames the website not being updated and no-one cares about honouring an offer (that is still live as of today...).”
“Very nice and friendly service and always helpful.
The wine is first class and very good quality.
Excellent customer service and the website is fantastic.
George Harley.”
“I have been a long term customer. My wine adviser, James, is very knowledgeable about the many wines they sell. He invariably guides me towards wines I will enjoy and has helped me to broaden my appreciation of different wines from from around the globe. The wines are delivered quickly, often next day even though ordered late in the afternoon. The delivery service has also improved over time and they now use a courier, UK Mail, that provides a one hour time slot for delivery and lets me know by text in the morning when I can expect the delivery to arrive; that has been very helpful.”
