Laithwaites Reviews

Don't go near this company! I ordered a case of wine for a friend turning 70. More than a week later and the wine still hasn't arrived. Their customer service team has a completely negative approach. They bounce you around from person to person and when I asked to speak with someone in charge, they said the boss doesn't have time! No time for customers?? My friend still doesn't have his birthday gift. I even emailed their chief in Australia telling her the UK side of the business needs her urgent personal attention. I'm done with them for good!

Really bad service! I got wine for a friend who was having a tough time. I paid extra 10 pounds to make sure it got there overnight. Laithwaite said it would arrive. Nothing happened. No emails, no updates. I had to spend 2 days trying to figure out where it was. Finally when I got someone on the phone, I got an order confirmation. My wine was going to show up 4 days late and they didn't offer any money back. The person said oh I see you paid extra and they'd look into it and call me. No phone call came. No refund. I called back and had to demand my money back. The company's a mess and the service is terrible. It still hasn't arrived and I doubt it ever will. Go somewhere else and save yourself the headache.

The wine itself was good and I've spent way more than 2,000 this year, but they still make me pay for shipping. They lost me as a customer because a competitor keeps reaching out asking me to come back with them.

This person's knowledge is amazing. Sometimes I just leave a quick message about what I'm looking for and it gets taken care of. I have complete confidence in her wine selections. She really knows her stuff and has taught me so much about wine. Really appreciate the help.

Update again: They just dropped it back at my house instead of the actual address I needed. My shipment went to a wrong address on 12/28/20. FedEx grabbed it on 01/02/21 to get it to the correct place. Still as of 01/19/2021, and I've made multiple phone calls and sent several emails, the package hasn't shown up where it should. I've asked repeatedly to get a manager on the line but nobody's ever free to talk. Each call they tell me it's in transit but nobody knows the actual location. One day they say Fort Mill, next day Rock Hill SC, another day California? I've been super patient through all the long hold times. This was a gift for Christmas.

Update: The package got dropped off at my place again instead of going where it was supposed to. My order went to the wrong address on 12/28/20. FedEx picked it up on 01/02/21 to take it to the right location. By 01/19/2021, after countless calls and emails, it still hasn't made it to the correct destination. I've asked multiple times to talk to a supervisor and nobody's available. Each time I ring, they say it's on its way but can't tell me where. Yesterday it was in Fort Mill, then Rock Hill SC, now California? I've been really patient through all the long wait times on every call. This was supposed to be a Christmas present for someone.

Wish I could give this lower than one star. My order has been sitting for almost a month, which is 2 and a half weeks beyond when they promised delivery. I contacted customer service to find out what's happening and they told me to reach out to the local wine cellar because they're the ones causing the delay. When I called the wine cellar, turns out they never got the order! Called back and Laithwaite's couldn't explain why the order never got processed or sent to the local cellar. They just said everyone's busy. I'm leaving for the holidays next week and need it before Sunday. I don't want to cancel because I was counting on that wine and the bonus airline points. The customer service rep was nice enough, but couldn't help me. I tried asking for a supervisor but they're too busy. This is really frustrating and I'd warn anyone thinking about ordering from them.