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.
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
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.
Ridiculous. I'm trying to buy 6 bottles of spirits online as Pisco can only be purchased online. I was blocked due to some security concern from my main browser, and then using a incognito browser I was able to log into my account and fill my cart but then it froze on check when putting in delivery and wont let me purchase. I can't access any of… Read more
the help pages because I have now been blocked from all the pages due to some automated security glitch. Just ridiculous. Can't even call anyone for help because I can't access the pages with their numbers. Just loosing business with this crap online system.
Latest follow-ups
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.
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.
Positive reviews
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.
super impressed with dans right now. generic cristal 20 aud per bottle ; free delivery over 150 aud. perfect looking forwards to soccer wcs accomodation & departure GOOD c/$ gifts.... no WORRIES
My delivery was a bit late but spoke on the online site was told he was behind schedule but it arrived as I was hearing this A nice friendly driver thanks for good service
Negative reviews
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.
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??
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!
Recent reviews
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.
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.
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.
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.
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
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U have alot of bad reviews. And still haven't made effort to fix the problem.