Name: Virgin Wines
Rating: 1.56

“Tricks you into signing up to their £25 a month scheme without telling you then makes it hard to cancel”

Helpful Report

Posted 3 years ago

“Misleading, will most certainly avoid in future”

Helpful Report

Posted 3 years ago

“I ordered some wine from a promotion and without me knowing they signed me up to their wine club. They had an old work address that they did not take off the system when asked and 10 cases of wine arrived over a long period of time without my knowledge to my old work address & they drunk it. Their error but they won’t refund me the £1,000 which was paid though pay pal without me knowing it was virgin wines, will now take them to court.”

Helpful Report

Posted 3 years ago

“'I just ordered several bottles of NZ whisky (i order a lot of whisky from various different retailers but this is the first time from Virgin Wines). I then had my order cancelled with the following explanation; 'I'm getting it touch with regards to the order you placed with us. After conducting further checks your order has been cancelled. Unfortunately, we won't be able to fulfill your order.' I called up and spoke with Beatriz Romero a Senior Customer Accounts Specialist. She said that 'I failed security checks' and my order was cancelled 'to protect customers'. I asked which 'security checks' and she said she couldn't tell me. I asked if the problem was the number of bottles I ordered and she said no (I thought i might not have seen a bottle limit). I asked which customers she was 'protecting' and she couldn't tell me that either. She just said it was 'company policy' - although didn't disclose what the company policy was (very unprofessional). Two of my friends have also bought the bottles from Virgin Wines and didn't get cancelled. I feel like this is personal.. I should add that i'm a very respectable chap (oxbridge, decent job etc) - and have never been treated this way before by any company. I'm not sure how you can run a business this way. If anyone reading this has any idea why they are cancelling me - please enlighten me.'”

Helpful Report

Posted 3 years ago

“An awful experience - AVOID Ordered a significant amount of high quality wine on 14th Dec for father’s 75th birthday a few days later. Wine had still not been delivered by Christmas Day. Hence missing both birthday and Christmas!! This was inspite of claims all over the website of a very high record of ‘next day’ delivery. Don’t believe it... simply not true. Compounded by poor customer service - repeated chasers requesting prompt delivery given circumstances met with slow, unhelpful responses. All in all an exceedingly disappointing experience. I won’t be shopping with Virgin Wines again.”

Helpful Report

Posted 3 years ago

“Ordered the Ultimate Christmas Wine offer back in November. Promised by both customer services and my wine advisor Jay that I will receive on the 21/12/20 Still no wine been fobbed off by customer services on 4 occasions, lost connection on one occasion advisor didn’t bother calling back. One advisor actually said unfortunately Virgin Wines are reactive rather than proactive an unbelievable statement to make in this day and age and a shocking admission. I am now £200.00 out of pocket and need to visit a packed supermarket to make sure we have a glass of wine or two with our Christmas lunch. Thanks Virgin and Jay please don’t call me in the new year recommending wines you may not like my response.”

Helpful Report

Posted 3 years ago

“Ordered the Ultimate Christmas Wine offer back in November. Promised by both customer services and my wine advisor Jay that I will receive on the 21/12/20 Still no wine been fobbed off by customer services on 4 occasions, lost connection on one occasion advisor didn’t bother calling back. One advisor actually said unfortunately Virgin Wines are reactive rather than proactive an unbelievable statement to make in this day and age and a shocking admission. I am now £200.00 out of pocket and need to visit a packed supermarket to make sure we have a glass of wine or two with our Christmas lunch. Thanks Virgin and Jay please don’t call me in the new year recommending wines you may not like my response.”

Helpful Report

Posted 3 years ago

“Terrible, I was given their Christmas box of 13, not one bottle I’d drink because I drink rose & there wasn’t any. Asked them to swap & they wouldn’t they just don’t care, they’ve had the money, rude & dismissive & the order was late don’t touch them!”

Helpful Report

Posted 3 years ago

“Absolute rubbish, order never turned up, Virgin Wines customer service promised to talk to DHL and guarantee next day delivery, still waiting and now Virgin CS offline. Avoid this bunch at all costs. Totally inept and a waste of time, guess that’s Virgin Group for you.”

Helpful Report

Posted 3 years ago

“Very bad start. I ordered over £100 of wine and paid extra for a named delivery date. The wine didn't turn up and when I rang to ask why I discovered that it had not even been dispatched. I waited in for most of the day and they never attempted to tell me about the delay. All they offered was a refund on the extra I paid for the named delivery date, so I have cancelled the order and my membership. What a waste of time, think twice about signing up with them.”

Helpful Report

Posted 3 years ago

“I was charged for a package then given no delivery information, I requested a refund then was told by an adviser in an online chat to refuse the delivery when it arrived. Before this I tried emailing the company multiple times and still haven't received one reply from any. The package is now lost and I still don't have my funds back. I've been told multiple stories that the package has been received and others where it hasn't. Don't buy from this company.”

Helpful Report

Posted 3 years ago

“1st Delivery was lost. Told them it was for a birthday, and they offered to upgrade delivery to a Saturday. Never arrived Saturday. Contacted them about it. Generic email template apology and offered to collect the item, WHEN it was finally delivered. Awful awful awful service.”

Helpful Report

Posted 3 years ago

“Ordered 3 boxes of 'Virgin Wines Luxury Tasting Box' for a birthday. They sent 2 sets of 'Virgin Wines Red Wine Tasting Box', and would not sort it out in time for the birthday. Spoilt the plans.”

Helpful Report

Posted 3 years ago

“I received a voucher from virgin wines… I received a voucher from virgin wines for a discounted case of wine. When I ordered it I realised that I hadn't been given the discount so I cancelled the order. The order still arrived and I was charged for it even though I was told in a email that it was cancelled and I wouldn't be charged. I contacted virgin wines and they sent the courier back and I was refunded 5 days later. I told them not to send any further deliveries. What did they do? They sent me another box which I told them not to. That was also sent back but this time I still have not received my refund. It was 6 weeks ago where is my refund. They comfirmed that they received the item I returned and would refund me. This did not happen and they are now ignoring my emails. I have now given them 24 hours to give me my full refund or I will be contacting trading standards. I would strongly advise that you do not purchase anything from virgin wines”

Helpful Report

Posted 3 years ago

“The first 12 bottles I had were no better than I can get from my local supermarket for half the price. But as this was an introductory 12 I tried another selection - 3 of these subsequent 12 were corked, the rest bland at best. No problem I thought, they say on the website if you don’t enjoy a bottle they’ll give you “your money back”. So they credited me with £4 towards another bottle! Not exactly, “money back” more a complete con. £160 I spent and, when I went to close my account, they even held onto this “refund” of £4. Average wines and their “moneyback” policy is a con.”

Helpful Report

Posted 3 years ago

“Virgin substituted a crappy white wine for my red wine order and had the NERVE to say they took extra special time to make sure that they substituted an equal wine ... Last I checked white isn't even close to red --- especially at the prices of the wines I ordered. Never again !”

Helpful Report

Posted 3 years ago

“I had £115 taken out of my account without being prewarned. Phoned to get money back and close account but they sent wine anyway. Customer service terrible!”

Helpful Report

Posted 3 years ago

“11 instead of 12 did not tell me got a refund”

Helpful Report

Posted 3 years ago

“Its a scam do not give them your card details I received a voucher for £50 off a case of wine when purchasing a laptop. I thought I would give it a try in the run up for Christmas. The voucher was called "discovery club" I did not want to be tied into a repeat service so was very wary and cautious on the payment screens to avoid such a scheme. No where during payment did it state I was signing up to further purchases nor authorising further payments. The payments screen asked for card details for a one off purchase, which I provided as I was purchasing one case of wine. (I have screenshot evidence of this) The wine was delivered in good time however it was mediocre at best. I felt the discounted value of the wine was right, but it was definitely not worth the full price requested. I thought this was the end of the transaction. However three days ago they took from my account £115 and delivered another case. I did not request this transaction and complained online as I definitely would not pay full price for substandard wine. I was told it was my fault as I had signed up for future deliveries and should have read an email the sent me. They reluctantly agreed to collect the wine and issue a refund which could take up to two weeks. I asked for an immediate refund as I did not authorise the purchase or payment, they told me by using the initial voucher I had authorised future payments. I HAVE SCREENSHOT EVIDENCE OF THE PAYMENT PROCESS WHICH SHOWS YOU ARE MAKING A ONE OFF PURCHASE AND ARE NOT AUTHORISING ANY FUTURE PAYMENTS. Legislation for recurring card payments is: "When you set up a CPA, you enter into a contract with the retailer. The retailer must make this clear to you and you must explicitly agree to it. A retailer cannot assume you agree through the use of opt-out provisions or by a default pre-ticked box.For example, if you are offered a free trial after which payments will be taken, you should be clearly asked to agree to these future payments before money is taken. If this has not happened the contract could be considered unenforceable and you could be entitled to a refund.The retailer must make clear the following details about the CPA: The main features of the goods, services or digital content The total price (or how this will be calculated) All delivery charges or any other costs (or state that they are payable) The monthly, or billing period, costs of open-ended contracts or subscriptions Whether the contract is of a fixed duration or, if it is to be extended automatically, the conditions under which it can be terminated The minimum duration under the contract. Once you have agreed to the CPA, the retailer should send you details of the contract and the future payments that it will take from your card account.When you are setting up a CPA it is important to make sure you are provided with details of how much the payments are and when they will be taken." To top off the whole affair the wine was just collected by parcel for and the said "we have no idea where its going as it has not got a parcel force label". So I can only imagine how difficult it will be getting a refund from here I very rarely complain about anything but have reported this fraudulent activity to both the police and trading standards however in the meantime should you receive a money off voucher DO NOT USE IT, as they will take your card details and keep taking money out of you account against your knowledge and against your will. At best its accidental fraud at worst its a well conceived scam!!!”

Helpful Report

Posted 4 years ago

“Can buy better wine in your local food store and a lot cheaper forget those wine vouchers for £50 they are not giving anything away”

Helpful Report

Posted 5 years ago


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Live Chat, Telephone, Email

Virgin Wines Reviews