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.
Atrocious. 1. They put you onto one universal number but even THEN don't answer - just send you back to the website. Time-wasting liars. 2. Try to change LOCAL STORE on site to an INNER MELBOURNE one, it claims closest is BALLARAT 3. Same error just repeats itself when you ask CHATBOT. You tell it the same postcode, it asks you if correct, and… Read more
still gives you five choices to pick from, all of which are REGIONAL. 4. Even the chat-HUMAN can't access the info. I really hope someone eats their lunch because this is ABUSE. Why not kill the golden goose? Reps are hard to get, EASY TO LOSE! Hope you saved a few CENTS though!
Zero customer service. ZERO FUNCTIONALITY. 1HOUR 35 MINS. Long time store customer. ORDER WINE a Joke. Ask online for wine... no keyboard to fill in boxes.. box first box. Tried many times. BOT is a moronic futile system. Complaints dept...eventually get a human agent. Who apologises fo system not working at the So called CHECKOUT HAHAHA. SHE SAYS… Read more
they have trouble with the payments system. Then final insult is to say check our credit card ( works Everywhere.....) Or paypal. They are highly questionable and best avoided. SUGGEST USE TRADITIONAL MEANS.. HUMAN ON PHONE TAKES ORDER. HUMAN ON EMAIL TAKES ORDER.... GET PAID... THIS SYSTEM FAILING.
Did a click & collect and when I got home the kask was opened. I had to drive all the way back & they replaced it. Not happy about the inconvenience and petrol cost. Make sure you check your order before you leave the bay. The members offers are a whole 95 cents off the original price now. How pathetic
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.
I tried to order. 8 bottles at $45 each it gave a total of $447 Yes its wrong. 2 hours later tried to call, chat and email. No number to call. Email not answered and chat could not even see my order. Bloody hopeless.
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
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
A great liquor store with wide range of products at affordable prices and very helpful staff Show details
Follow-up · Parking is always available sometimes I have to park a little bit further away but not too far. The staff are always polite and helpful the store always has a wide range of products at a reasonable price
Dan Murphy advertised price for Heineken zero 21% below the actual price ! – I have been googling the price of Heineken Zero for over a week and Dan Murphy's always comes up as cheapest at $41.95 for 24 bottles. When you click the link, however, it comes up at $50.99. Dan Murphy's says that it is all Google's fault and take no responsibility!
Follow-up · They have improved but....continue to sell at a higher price than offered on the web ! ALL web pages show as $46.99 but clicking any link goes to $47.95 !
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
Positive reviews
Dan Murphy, s Everybody loves Uncle Dan... Only time ill go elsewhere for my self medication purposes, if Dan's be Closed. Members receive discounts.... Cheapest Prices, plus Membership Discount.. Loyalty is Rewarded... $$$$$ Eg; Fireball, atm -$50, other liquor stores, $70+ Go say Hello to Dan's Children today, save some coin... Show details
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.
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.
Negative reviews
Very disappointed with Dan Murphy's service this week. I was assured my online order made yesterday would be delivered from their Guildford store and have waited home all day today for the expected delivery. After contacting them multiple times, found very unhelpful staff (Chelle and Gucci) who told me they'd changed their mind and would not… Read more
deliver. I would have to drive 50 mins to the store and collect, which was not what was promised when I paid. I asked for a transcript of my recent chats, and was told they would send, but, again they broke their word and failed to send as offered.
I received a delivery from Dan Murphy’s this afternoon - after an hour wait - they can’t tell me who it’s from but the service is disgraceful . You either talk to a bot or wait for an hour on the phone waiting to chat with an agent. Dan Murphy’s I’m a very good customer but while ever you persist to provide such a terrible service one of the worst… Read more
I’ve ever had. You have no respect for your customers and you don’t value anyone other than your own time. I’ll vote with my feet and not buy another bottle or can from you until there until someone other company buys the place and provides a level of service or treats people with a level of decency
The website is an abomination: 9 times out of 10 it is 'unresponsive' and an exercise in frustration. In addition, the price shown in a Google search for a specific product is frequently at odds with the website - when the latter is actually functioning - and feels like a ploy to get you to their website over their competitors. Generally leaves a very poor taste in your mouth: pun intended.
Recent reviews
I ordered 6 bottles of wine from Dan Murphy's for delivery. After following-up a late delivery, I had to wait over a month for the issue to be resolved. In that time, I had to deal with 5 or 6 different customer service agents without any one of them ever sending a follow-up email, and the customer support team kept blaming Australia Post. … Read more
After getting fed up with no resolution, I contacted Australia Post myself directly, only to find out that the shipment had never even been sent to them by Dan Murphy’s supplier.
I then had to contact Dan Murphy's supplier Azure Wine directly because no one from Dan Murphy’s customer service had even taken the initiative to do that simple logical step (still incorrectly blaming Australia Post). I then had to buy something more expensive on the day of a dinner party because Dan Murphy's failed to deliver.
It is impossible to get anyone on the phone to speak to either. It is all over chat.
After all of this, [Name Removed] from customer service offered me a $20 credit, which is less than one dollar per day for the inconvenience and all of my time doing their own job for them. They increased it to $30 after I asked for $100. A $30 credit is entirely insufficient given the time, frustration and dissatisfaction I endured.
I will never order from Dan's again after this experience.
Worst customer service ever!!! No contact just chats and no communication between there them!!!!! Shocking !! Took my money each time but when supposed to cancel here we go shocked
NOW DELIVERING BY UBER EATS!! I have been a member of Dan Murphy's for more than 10 years, both at a physical store but 90% online delivery to my door. I have never had a problem with delivery and if I am going to be out I can buzz the delivery in through the gate. Recently on a Sunday afternoon, I ordered a doz bottles of wine online and as I was… Read more
going to be out a bit the following week and had a door security issue, nominated a 2 hour delivery. Not because I was desperate for a drink (!) but because it seemed convenient. The delivery was to come from Leichhardt about 2 kms from home. I then started to get text messages from Uber Eats about delivery etc. The delivery arrived in the time frame and I took the case off the driver and put it in my doorway. He then said that he would need id from me. I asked if I looked under 18. He said no but he would need to see proof of age!! I showed him a Licensed club membership card with my photo on it but he wouldn't accept it and said that if I didn't show my licence he would not let me keep the delivery. At this stage we were standing outside in the rain and he was arguing with me and threatening to take the wine back. I showed him my driver licence and he took it off me and started to photograph it. He was having trouble doing this and all the while arguing with me while I was getting wet. He then said he needed to copy the back as well. I am very careful who I give my licence details to from a security point of view. It seems that Dan Murphy's are now getting Uber Eats to do their deliveries and if they think I am going to go through this time wasting crap in future they are mistaken. I put in an online complaint to them and got a quick response but only to basically fob me off with rubbish about responsible service of alcohol etc etc. Their policies re alcohol are clearly stated on their website and it doesn't cover this ridiculous situation where a customer who has been dealing with them for many years and obviously >18 yrs has to put up with this insulting rubbish. This was my last Dan Murphy's order but I don't really think that they give a toss.
Customer service is shocking, got kicked off the live chat and spent total 40 minutes trying resolve an issue via chat. Total waste of time. The care factor is Zero!
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.
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.
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