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.
The mob that run Dan Murphy now, (Endeavour Group) are a bunch of dipsh*ts, you login, do the 2FA code trash, order your stuff, then when you go to checkout you have to log in all over again. Also you get the ever spinning wheel after you pay and check out, and these are all IT issues they couldn't care less about. Also I notice quite a few items… Read more
are no longer available in store, only delivery (since they got into bed with Door Dash, another useless company, (their scanners can't read a digital license)!! REALLY??
On entering your Seaford store today, I was accompanied by my two daughters and one of their friends. As we entered, the security guard stopped us and asked only my daughter’s friend for ID. He then told us we were not allowed to enter because ID was required. I replied that was fine and that the friend and my eldest daughter could wait in the… Read more
car while I entered the store with my 12-year-old daughter.
The security guard then told me that my 12-year-old was also not allowed to enter. My older daughter pointed out that our 12-year-old could not legally be left alone in the car, so she would need to come inside with me.
At that point, I was told that I was no longer allowed to enter the store either, despite being a 44-year-old adult.
I questioned this, explaining that my 15-year-old son regularly enters this same store with me and has never once been asked to produce ID. In fact, he does not even have photo identification, and we were in your store together only a couple of weeks ago without any issue.
What was most concerning was that staff then questioned whether one of the girls was actually my daughter. The implication appeared to be based on the fact that she has darker skin than I do. I found this deeply offensive and discriminatory. Families come in all forms, including biological, blended, foster and adoptive families, and no assumptions should be made based on a child’s appearance.
Despite being told I was not allowed to enter, I walked into the store. Staff advised that they would not serve me, and I replied that this was fine and that they were welcome to call the police if they believed I was doing something wrong.
I spent approximately five minutes looking around the store and selected the items I intended to purchase. When I approached the counter, I was again told that I would not be served. I again responded that this was fine and that they could call the police if they wished. I then left the store without causing any disturbance or further incident with the alcohol.
I am seeking an explanation as to why I was refused service, why your policies appeared to be applied inconsistently, and why assumptions were made about my family based on appearance.
I did not pay for the products, and I intended too. The thing is, there’s really no consequences anymore for machetes, robberies, crime in general. To be refused based on my daughter’s friend being of darker colour was just disgusting.
I will re enter the store asap and intend to pay, that was not my intention.
4th time Gungahlin store in ACT sends sms sherpa on its way for delivery but then sends sms as driver could not deliver and I need to wait 5 days for a refund! I am done with their lack of service, forget me as your customer from now on!
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.
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
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
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.
Follow-up · Coles no problem getting Alcohol from there website. Dan's no getting in to order. I have even tried again to use ur online services. Same result.
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
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
Sent a complaint regarding my delivery, three bottles of wine in the order were bad weird smell and no flavour. I heard nothing back. So Dan Murphy the great Dan Murphy is treating their customers with total disregard. I have wasted money for three bottles of wine I could not take back, no store named as responsible for the delivery, wine now in bin as I leave the Sunshine Coast today. Really shabby, no customer service!
If Dan's leadership team had to place an order before every day started, this would be fixed in no time. Unusable website: takes ages to load, most filters do nothing, sorting order doesn't work, impossible to research, filter and find what you want, unless you have an hour. In which case you might as well go to the store. One of the worst online shopping "experiences" (there was no thought to the experience, otherwise this shouldn't go live).
Every time you want to look at a bottle of wine you go through this tedious process of logging in , receiving verification then when get through that there is no connection to the original search. I never use to use competition sites but guess what....
Recent reviews
It is beyond me how such a large brand can have such a terrible digital experience. A broken bot, no phone number to speak to anyone and when you finally get onto a human they will only help you if you give them your full birthday and date. Just to check an order. Unless you hand over these details the human in a robotic tone disconnects you.… Read more
Surely with an order number, email, phone number and deliver address you’d have enough information to answer a delivery enquiry.
And they give you warm beer on online order, whilst asking for the cold beer then they says I should of add cold beer in my order, however there is no option for cold beer when order online, why would I buy warm beer fact, anyways ask the manager to show me where is the option for cold beer when order online, he said yeah na na yeah na na and walked away...what a geneious Show details
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
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.
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
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U have alot of bad reviews. And still haven't made effort to fix the problem.