AI reviews summary
Pros
Cons
Verdict
Customer experiences are sharply divided between in-store shopping and digital interactions. While physical store visits frequently receive praise for helpful staff and a wide product selection, online ordering and home delivery services attract severe criticism. A lack of direct phone support, recurring website errors, and unreliable delivery execution create frustration for a significant portion of online shoppers.
I am extremely disappointed with the customer service I received from Dan Murphy’s regarding a substantial order for a wedding. When the wedding venue advised that it could only receive the delivery before noon on Wednesday, I contacted Dan Murphy’s to see whether the delivery date could be changed or whether another practical arrangement could… Read more
be made. I fully understand that logistics can sometimes limit what is possible, but what was unacceptable was the complete lack of meaningful assistance.
I was told the order could not be changed because it was already with the depot, that they could not provide a delivery time or even an approximate delivery window, and that there was apparently no telephone number I could use to speak with someone. I was told to email customer service and ask for someone to call me.
Even more astonishingly, one suggested solution was that I place another order for next-day delivery and then contact them again to try to cancel the original order. In other words, I was being asked to temporarily spend thousands of dollars because their system apparently could not accommodate a reasonable delivery enquiry.
I subsequently found Dan Murphy’s customer service number online, but calling it did not solve the problem either. It is essentially an automated service that directs customers back to the website, with no practical way to speak to a person. So despite placing a substantial and time-sensitive order, I could not find any meaningful way to speak directly with someone who could take ownership of the issue.
To make matters worse, I later received an email advising that my order had been split into two consignments because it was being supplied from more than one location. This had not been properly explained during the lengthy chat, despite me being told the order was already “with the depot”.
The most frustrating part is not that they could not necessarily meet my requested delivery time. It is that nobody appeared able or willing to take ownership of the problem, contact the depot or courier, escalate the matter, or provide a practical alternative. I was left not knowing what time the delivery would arrive, whether both consignments would arrive together, or whether I would have to take an entire day off work and sit at the wedding venue waiting for it.
For a company of Dan Murphy’s size, and for an order of this value and importance, I expected considerably better.
I have been a customer for years, but this experience has seriously changed my view of Dan Murphy’s. Good prices mean very little when the customer service system becomes effectively useless the moment something goes wrong.
Ordered 1case of Cass Beer. Paid $84 for this on the 20th of July. Almost a month later I’m still waiting for that beer on 12/8. Absolutely no one can provide me with correct information and no no one replies to emails. Have tried the phones, chats everything. No one has an answer. The order no. Is 168649209. Never again with Dan Murphy. Never.
I just picked up a carton of ale at the to my boot section and the photo below shows how it was bought to the car. I was lucky to get it home without breakages. you cant be serious. 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.
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
I love Dan Murphys, but there is a couple of things I want to say is that I used to be able to get it delivered from the closest store and they would deliver it right away and now they don’t deliver it right away. There should be a Dan Murphy’s at Morayfield so I don’t have to drive to go to the closest store.
Follow-up · I used to be able to get alcohol from you guys via delivery and now I would have to go there and buy what I needed. If nobody has been there, I totally recommend going there, they have a great selection of alcohol and the prices are really good. Every time I leave the store, they always have a smile on their faces.
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… Read more
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!
Follow-up · The wine was a Pinot Noir. I tried contacting by phone and email on a number of occasions during the two week period I was in Qld. However, no email response at all. The follow up email came back to me as undeliverable and the phone calls consisted of A1 circular trash, and the only store I spoke to said basically not their problem we didn’t… Read more
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.
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
Exceptional in store service at our Dans,however i am disgusted with Dans for forcing people to use there data collecting apps & on line service to get real discounts.I recently saved 5cents on a box of beer compered to our local IGA for being a Dans member"yeh".If the Bean counters only realised a loyaty program would be a lot better & personised… Read more
as thats what the Australian ageing population like,they would be better off.Take a quick look at the approach YOUI insurance has taken,slightly intrusive when you call them, but very personal , it works.
I now understand why so many people rate this 1 star – I got a call from the Dan Murphy sales team and was convinced to buy 6 bottles of chardonnay with the promise "if you don't like it you can return them for a full refund". I don't like it so I logged a ticket online to order a return and refund. I received an email saying "we'll be in contact" which never happened. I then rang the help desk,… Read more
logged the request for a return and was told someone would be in contact to confirm the pick up date for the wine. That never happened. The website says the help desk is available by phone on Saturday so I rang only to get a message "our phones are not being answered today, go online". So now I'm online with "live chat" after getting nowhere with the chatbot. They said the courier tried to collect on 20 September. I was home all day and no courier rang my doorbell so that's simply an excuse. This is the worst customer service experience. I agree with the other reviewers. I will never spend another cent with Dan Murphy's.
Visited the Cannington store today and, unfortunately, left my debit card on the counter, which went unnoticed until I arrived home. Went online, but there is only an unmanned 1300 number listed and a silly bot to deal with. Finally got an online human to respond, but he said the store doesn't have a physical phone number and that he would email… Read more
store management to look for my card. Seriously!! So I got in the car and drove all the way back to the store (some kilometres away), and very fortunately, my card had been picked up and put in a drawer near the register. At this point, my heart began to beat normally, but my anxiety and frustration could have been easily assuaged had I been able to phone ahead and been advised that the card was safe. I will never shop at Dans again unless and until they at least have an in-store phone. Frankly, this business has severely gone downhill since the original owners sold out. There are fewer bargains, and really, no way to phone a major business in this day and age is piss poor service. Even small corner stores have a phone.
Recent reviews
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!
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....
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.
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U have alot of bad reviews. And still haven't made effort to fix the problem.