AI reviews summary
Overall sentiment is overwhelmingly negative, primarily driven by a dysfunctional online ordering ecosystem and unreliable delivery services. While physical store experiences occasionally receive high praise for helpful staff, these are overshadowed by systemic failures in digital infrastructure and a lack of accessible human customer support. Recurring themes include failed deliveries without notification, a frustratingly complex website/app, and a perceived decline in the value of the membership program.
Pros
- Exceptional In-Store Assistance: Multiple users reported high-quality, "above and beyond" service from floor staff at specific locations, including assistance with heavy items and vehicle jump-starts.
- Good Product Selection: When shopping in person, the variety of wines and spirits is frequently cited as a strength compared to competitors.
- Efficient Click and Collect: Some users found the in-store pickup process to be fast and well-managed at specific branches.
- Competitive Member Specials: Despite some pricing complaints, the member-only discounts and occasional large-value vouchers (e.g., $15–$50 off) are appreciated when they work correctly.
Cons
- Unreliable Delivery and Tracking: Significant issues with "failed delivery" attempts where drivers purportedly did not arrive, orders being cancelled without notice, and tracking information that is rarely updated or accurate.
- Hostile Digital Experience: The website and app are frequently described as "broken," with recurring complaints about looping login screens, failed payment gateways, and lost carts during verification.
- Lack of Human Support: A major point of frustration is the inability to speak to a person over the phone; users are forced to use an "incompetent" chatbot or wait in long queues for live chat agents who often disconnect prematurely.
- Misleading Pricing and Vintages: Numerous reports of "bait and switch" pricing between Google ads and the checkout, as well as stores substituting older wine vintages for cheaper, current ones without customer consent.
Verdict
Dan Murphy’s remains a strong choice for in-person shopping due to its range and helpful floor staff, but the online delivery service is currently unreliable. Consumers are advised to use Click and Collect or shop in-store to avoid significant issues with delivery failures and uncontactable customer support.
I'll add my 1 star review to the accumulation of such reviews; No DM contact available, its just on line bod rubbish. I agree the website is outdated and incredibly difficult to use, and a chief bug bare is you don't know what vintage you are going to get, ,but I battled through that and placed an order for delivery. Turns up then the fun… Read more
starts, wants licence OK here it is you can look, check if you want (this is in accordance with their delivery policy) ;wants to take a photo NO Way you are taking a photo ,then he's physically intimidating ,swears grabs order still insulting me. I've now got to chase a refund. So thats my experience buying $150 of wine. DM is no way the cheapest now, and there are so many good retailers who value your business. Never again.
Online price guarantee is misleading, you need to check prices yourself. What Dan Murphys don’t tell you is they charge different amounts, in store, for products based on region and postcode. So they don’t even match their own prices….. I don’t accept this is because of freight, my local is in metropolitan area and I’m buying instore. This is just pure predatory pricing. Show details
The store was very busy on Friday ,5th June. But the service was excellent and prompt. They even had time to assist me with a choice and to add to my order.i bought wine for my son inlaw, but thought I'd try the pineapple rum. With a unique name like drop bear ,who could resist. It's not as pineapple flavoured as I'd hoped. But will mix well with malibu for my cocktails. Show details
Reviews with attachments
Personal property damaged by Dan Murphy’s Delivery Driver - Complaint ignored by Management – Delivery driver recklessly drove down the wrong side of the road in our street, drove over our newly laid lawn, damaged our property and didnt knock on door to deliver our order. Received a text of a “missed delivery” when I was home and then had to pick up order from multiple locations for 50th birthday party that week. Submitted a formal complaint re: property damage that continues to be ignored by Management.
Very helpful customer service. Very attentive. Delivery was good too
Benowa store -When asking about the the Dans longtime we will beat any price tc apply .,This is bogus.The company should be taken to task as i found out when i asked that there was a store in sydney that easily beats there product .I was told sorry we only beat prices within 10k of each store.We then went to there site to actually see the terms… Read more
and conditions .There was noting in there terms that said this .The manager then said we will maqtch it but i will add the delivery chages to the order as that what it would cost you to get up to here.I wrote to them and complained all i got was we hear what you have said and we have talked to the relevant store.Please look at our terms and conditions.I wrote again after 2 weeks they said that they woulds refund the purchase to me if i returned the bottle.To late i had already opened it.This bogus ad should be bought to task by the appropriate agencies as this is a complete lie.
Lack of respect from senior at Gilles Plains shop, SA. Hostile to disabled person. Said his name was [Name Removed], 30s balding glasses. Didn't want to assist and said he busy serving another person. Not true. He was serving me. Dans can and often does do better
Bait and switch tactic. Before you log in, it shows prices for "Bulleen". When you log in, it then says the stock is not available or if you select your home store, the price goes up 50%. Eg Ampley's Cider 10 pack: Before logging in : $15 for 10 cans After logging in : $28.99 Clearly bait and switch.
**Update** as at 03/01/2026 All negotiations have ceased. There have been no more responses to my queries or requests to review their offer. Classed as an “offer of goodwill” which is a 10% voucher for the cost price to be spent online with Dan Murphys. I took issue with the clear snubbing and hopeful thinking with a voucher to be spent back with… Read more
them meaning they have missed the entire point of my original complaint. I informed I was not happy with a $140 voucher to be re invested back into Dan Murphys and asked if I had of purchased something exponentially cheaper, would that still justify a 10% voucher? All I was met with was rude, disingenuous, robotic responses from someone in head office and an attitude of take it or leave it. It seems the culture within Dan Murphys is just as poor right through to the upper ranks. I will attach some of the responses I had received on this post with redacted names.
I was chasing up an item I paid for outright, was given an expected date of delivery, as that date approached, the tracking number has failed and no one knows where the item is, some believe it to be en route still, others say delivered, all have been unhelpful. It’s a perfect example of customers being pushed to the back to try and make as much turnover as possible. I have lodged a complaint with the ACCC also. Understandably, they are don’t reprimand companiesthey do however lodge these callings about the * Update* shipping is showing as return to sender have again contacted Dan Murphys to hurry the refund and once again have heard no response to my requests. Have filed a formal complaint with Fair Trading. I understand they may hope that this can be handled later in the day but I feel I’ve been without the $1400+ and the product I paid for for long enough. Should add that, despite the fact they list a 1300 723 388 number, it’s just recording directing you to speak to their chatbot online.
For a sentimental occasion and for the first time in my life, I splashed out on a bottle of Penfolds Grange. I ordered online via Dan Murphys and paid in full, the amount of approx $1,450.00 I paid for this on the 22/09/2025. I still have not received the bottle, and the tracking has gone dead. I have contacted Dan Murphys over 6 times to find out where it is. Eventually I requested the full amount be refunded. I was refunded the delivery fee of $16.00 I was then told by their instant messenger staff (phone unavailable wait times) that if I don’t see any sign of the refund in 7 days to please make contact again. Stating they will process the refund when they have the bottle in their grubby mitts again. This absolute failure on their part to successfully deliver from vic to nsw in a 3 week time frame with zero contact or help unless chased, seems like it is a problem entirely due to their incompetence. Why on earth am I to pay the price of their incompetence whilst they hold $1,400 to ransom and then fart arse around organising a refund at a later date. I have submitted a complaint to Dan Murphys formally and to fair trading because of this absolute mess of a debacle. It may seem like I’m making mountains out of molehills with these complaints placed so close together.. I’m not sure why but customer service is absolutely shocking now.
Latest follow-ups
Infuriating – It’s my birthday and I had a message from this company stating that they’d delivered something to my house. When I got home there was nothing here. There is no customer service and I wasted time and energy speaking to bots. They insist that they can’t find the order without an order number. Infuriating.
Follow-up · Stopped using this company as a result. Also asked my friends not to use it due to inconvenience and lack of human customer service.
In keeping with Dan's avoidance of contact, I am left with no option other than to review No. 71 McLarenvale Shiraz. I have bought and enjoyed this wine for as long as it has been bottled in this manner. Priced right and enjoyable as an everyday… Read more
wine, but this week I bought 2 bottles of it, and on opening the first was dismayed at the taste. Thinking it might be me, I waited a couple of days before opening the other one. It wasn't me. I realize that vintages change, but all I can do is warn other people about buying this wine for a while, until it improves, which i am sure it will.
Follow-up · As they say... Once bitten, twice shy. I have not tried this wine since, and that is because in the $8 barrel I found "Bleeding Heart" Shiraz and Cab Sav. Their existence in the $8 barrel is a sad comment on the state of the wine industry in Australia, and if their arrangement with Dan's expires, I'll have to buy it direct at a much higher price.… Read more
Ordered a bottle of Billiecart Vintage as a gift- Recipient received a bottle of Billiecart non-vintage however as this was a gift did not know they had received the incorrect item. When I was sent a photo with a thank you, I saw it was the… Read more
incorrect item. Apparently they had sold out of the Billiecart Vintage and the store thought it was fine to substitute. How about a refund Dan?
Follow-up · To make it clear the substitution was never communicated. Dan Murphy’s have not made contact with me in regard to compensation. They are obviously big enough they do not care about their customers and offer no customer service.
Positive reviews
Today I visited the Kawana Store, i am generally a very strong person however having just completed Chemo and I was struggling a bit and feeling a bit weaker than normal, a very kind Staff Member stopped and offered his help in the Car Park normally I would decline however was so grateful today and he was just divine and respectful and loaded the… Read more
5 Boxes into my car. Sadly I did not get his name however Jordon served me ate the Check out and he was also equally as kind and respectful, thank you so much as you turned my not so good day into a happy one.
I place at least one online order a week with the Smithfield Cairns store and the ease of doing business and the customer service for the complete process from ordering to collection is second to none. The store staff are friendly, helpful and super-efficient. Show reply
Follow-up · There has been no change since my last review.
I was at Watergardens Dan Murphy on the weekend. I had this lovely lady by the name of Toni which was so helpful , Patience and understanding. She helped me with the $15 off discount but i wasnt able to use it untill she asked her manager and reason i couldnt use it i wasnt logged into my account so she helped me log in and i did end up.getting $15 off. Show details
Negative reviews
Website never works. This is the worst experience in online ordering I've come across. I've tried many times to place orders. But u don't want the customers so I just go to LIQUORLAND. So much better can order with online shopping thru Coles. Dan u make to much money for such a inane website for online. PPL DONT EVEN TRY.
Dan Murphy’s Wolli creek - what a disgusting lack of customer service. I’m heavily pregnant and purchased via click and collect for a friends birthday gift for a birthday dinner tonight, and arrived at the store at 7.55pm, noting they advertise they close at 8pm, only to be told by some imb#cile of a juvenile who refused to even respond to my… Read more
query as he does not speak to customers past 7.56, despite the fact that I was there at 7.55! Not even for a click and collect. He was absolutely abhorrently rude to me and I will never ever purchase from Dan Murphy’s again, and will be cancelling my membership. Disgusting staff.
sent me the wrong wine, the wrong vintage - an inferior wine from same winery. Had a similar label, but completely different wine. also sent me 11 instead of 12 bottles. cannot talk to a human as apparently they don't do phones in 2026! What The? What a complete fail. Still waiting for response.
Recent reviews
Told night before that I would need to be home for 1-5pm for delivery. Came home from work and waited. Nonsense message that they missed me. No door bell, no call, just sms from DM useless online system that I have to now reschedule. Another half day from work waiting. Very expensive delivery (last). Back to Liquorland.
I simply get amazed how bad their web order process is. Its the worst i have ever used. Sometimes it works but more often not. But they obviously dont read these reviews as it never gets fixed
NEVER use their delivery service!! Had 3 deliveries delayed, if you go to Live Chat they cant do anything slow and hopeless. If you email them, mostly bounce back. I have had 1 response to 3 emails. If you ph contact no it always says out of hours no matter what time of day. If you go to complaints you get a company which want you to pay to chase it up!! Still no refund...and no wine! Outrageously bad in All respects. Never again ever.
Your 5 cents off a bottle of kaluha some joke it cost more to drive that extra to get that and no flybys. The service is not good you buy six bottles of wine and You have to pack it into the box that you have requested. That is while you wait for card to be scanned for no benifits. What a joke!! Your service has failed in the years. I have… Read more
started to purchase from liquorland may be 5 cents dearer but customer service is far superior. Get your Act /service together. Very disappointed. I have been a client for over 40 years does that mean anything??? Sad
Attempted to purchase 2 cartons of beer & 1 carton of cider at Mt. Barker Dan Murphy today at approx. 1300 hrs. 3 adults. Youngest being 24 yo. Checkout young man asked for my sons ID (fair enough), he had is California driving licence. (which hes been using as ID when visiting Australia since he was 18). The Dan Murphys employee refused all 3 of… Read more
us service because of my sons ID!. So none of us could purchase any alcohole!. Never seen this before. The DM guy was also quite arrogant. So we left our cartons on the checkout and drove to another bottle shop where we were served without issue after showing my sons ID. Hmmmmmm.... Thank you Dan Murphy, for not poor service, but No Service!!.
Ordered online delivery driver said he attempted to deliver but didn’t even come near my house. Told they would turn up the next day but again didn’t . No one to talk to only an online bot which is incompetent, will never order again
Is I could give negative stars I would! Placed a $400 online order. Two days in a row it didn’t get delivered. Lied to by numerous agents and managers. Have withheld money and not delivered product. Now can’t get it delivered before going away for Easter! Worst company ever!
Two attempted deliveries to my home this week. Excuse was undeliverable. I was here with my front door open. Don't order gift deliveries. They won't deliver. Atrocious service. Same number to call everywhere and it's a robot or live person chat. No person on the phone. Noticed a new CEO. Probably his idea. Won't do this again. I stick to my local liquor store
Ordered just under $700 for a function at my work. Scheduled delivery. Had to nominate ONE person at my work to receive. Nominated the receptionist, along with a note that I work UNDER 500m from her desk but that I will be working with a group of students at this time, however, if receptionist is not there, CALL ME. Guess what, receptionist was… Read more
sick the day of delivery. NO contact made with me. NO notification that delivery had not been done, so when I went to sort the drinks the next day, no drinks! Waited for over 1/4 of an hour to get a person on the chat who was almost apologetic. I have to pick up the order now as the same thing could happen again if I schedlue delivery. No compensation for lost time . Extremely POOR CUSTOMER SERVICE. SO disappointed that you can't ever TALK to a person. Disgraceful.
Complete stuff up with scheduled delivery. Only option I was given was cancel refund & reorder which I did. Then the supposedly cancelled order was shipped. Really zero stars
Purchased a case of beer for Sales team as I just collected my new car. Delivery between 2pm-4pm. Also I ordered this 2 days before thinking plenty of timCastle Hill Dan Murphy's to sort it. We'll guess what the delivery failed? I asked customer service "WHY" his response "Uber drivers don't give a reason" What poor service!!! Also ABSOLUTELY no… Read more
contact with me telling me "not delivered" Look I spend bucket loads at Dan's and this has definitely changed my focus, there are so many reputable bottle shops out there now!! Dan Murphy's shame on you, and you lack of communication
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