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 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?
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
I paid for 2 x cartons of beer and 1 x wine but only 2 cartons were delivered. Australia post reported the missing carton (beer) was damaged and could not be delivered. Fancy that, a carton, clearly marked beer, was damaged in the week leading up… Read more
to Christmas. However, it took numerous enquires with Australia Post and Dan Murphys in the form of phone calls and a visit to the Hurstville store and then an email to get a result which took a week to have the refund processed.
I paid $59.99 for the carton of beer that was not delivered. I received a refund of only $44.96. So, I am out of pocket by $15.03 for the experience and no explanation as to why I did not receive a full refund.
Why not have a simple to access online enquiry system to report undelivered orders. No more home deliveries from Dan Murphys for me. The competitors are looking really well now.
Follow-up · By way of correction I now understand that the amount I was refunded was correct. The $44.96 was the net amount I initially paid after deducting discounts on the retail price as shown in the Dan Murphy invoice. I would still recommend against home delivery if 'click and collect' is possible for you.
DO NOT ORDER ONLINE!!!! Placed an order on line at the beginning of December which had to be completed over the phone as their system crashed. What was supposed to be a same day delivery, was put through by them as a 10 day delivery, and when… Read more
contacted was told too bad. I informed them to contact the courier as I would not be home on a certain day and they promised to advise delivery. NOPE. Turned up on the one day I was not home, redirected to delivery depot. Contact with Dan Murphy on email was answered on all occasions up to 5 days after sending email, by phone "customer Service staff" did not care and though said they made requests doubt they did. Order finally showed up, weeks late and will NEVER SHOP WITH THEM AGAIN!!!!!!
Follow-up · Questions asked post review Was your order expensive? - No it wa not What did you order?- Champagnes, spirits, supplies for staff Christmas party Did you try click and collect?- yes I tried everything to get my order on time. Dan Murphy’s when contacted by phone told me out of their hands, by email took upto a week to reply Awful service, no customer care, once they have your money they do not care about the customer.
I placed online order #158081899 with Dan Murphys online. All items were in stock, and I was above the $149 required for free express (2 hour) delivery, which was the option I chose. Four hours later the goods had not arrived. I checked online,… Read more
and discovered that somehow my order had been changed from express delivery to standard delivery (2-4 days). As I was in a BnB for that night only I was not going to be there in 2-4 days. I opened up a bot-chat, only to be told that I needed a human, and all the humans had gone home for the day.
The next day I spent more time with the awful bot and eventually got a human. The human got hold of the Dan Murphys that had my order (which was a good 20 kms away), and they successfully intercepted my package. I was told I would get a full refund.
I am currently on hold waiting for a human in my third excruciating experience online, as it is a week later, and no refund has hit my account.
This whole experience has wasted several hours of my life at this point, just so I can get back to a point where it never happened.
All they would need to change is to make the payment an authorisation payment that only finalises on delivery. But no. They grab the money as soon as you press buy. They then don't return the money in a timely fashion when the delivery is cancelled.
Awful experience. I will never use Dan Murphys online ever again.
Follow-up · I did eventually get my refund. However, I spent a lot of my human angst and time versus lots of Dan Murphy's bots and about 3 minutes with a human. This is our future with AI and bots. I hate it.
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.
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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
Dan Murphy’s is the most professional company in Australia. Pricing, ordering, understanding and caring staff are impeccable. Unlike other big companies they look after their customers. Thanks.
Negative reviews
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
Recent reviews
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
Have ordered before and haven’t had much luck thought I would try again but wish I hadn’t. Order never comes when they say it would within 60 minutes it’s over 3 hours later and nothing arrived. Try to contact and they won’t talk with you and then send message saying busy and will be by another time and still doesn’t turn up. Never keep you updated. Will be deleting my account and just using BWS in future.
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I tried today to order online- what a total waste of time! forty minutes late, despite someone on the chat trying to help, it was still not possible. You can't speak to a human being - like many companies they prevent any direct contact and customers are left at their mercy. It's beyond frustrating! The idiotic website kept defaulting to a store located near me in Sydney, despite me choosing a specific store in Cairns!! Hopeless, just hopeless.
Awful place, rude workers, don’t shop here. Can’t believe how I was treated by the staff, go to somewhere that’s worth your money instead. Would give 0 stars, 1 is too generous
If I could leave a '0' score I would. I spent 30mins to 45mins trying to ring, using the chat bot, using the chat bot with an agent and emailing without any success. I received the wrong item in an online delivery. Such bad bad service. A quick 5 min conversation on the phone would have solved the issue. Definitely NOT about the consumer
Always used BWS for deliveries however, the last 2 times were very disappointing, so much that I won't use them again. I ordered because I was busy at home and the estimated time of delivery was about 30 mins. This then changed to another 30 mins.. which is ok, these things happen. It changed again to another hour and then another 30 mins. It was… Read more
getting too late by this time so I had to cancel and go and pick some up myself, they said the driver had cancelled for some reason. Ok, benefit of the doubt, ordered again.. an hour goes past delivery time.. this time the store hadn't even seen my order, refunded again. I know it's two different reasons but it was enough to frustrate me and decide not to use them again, having said that, the refund process and assistance I received was very good.
PATHETIC. RUDE. NON RESPONSIVE. No number to call when their driver REFUSES to deliver and dumps our order downstairs and DID NOT check our licence as legally required. THis complaint will now be raised with the Police .
Low prices are constantly advertised on Google, available only at one shop, although it shows 'delivery available' it is not. Happens all the time. Example: Leitz 1-2-Zero Riesling in Guildford for 17.99, you put it into your cart for delivery, and suddenly it's gone. Next online price you get is 24.99. They obviously do this on purpose and worse… Read more
that Google doesn't do anything about it. I will not be waisting my time with Dan's offers anymore or buy anything from them.
Would give 0 stars if i could. Submitted an online order Tuesday, said will be delivered Thursday, then Friday and then said sorry didnt get dispatched. Ordered it for a party, had to cancel the order.
Gradually becoming dissatisfied with poor service and ignorant staff.They have changed over the years from employing knowledgeable People and decent range of items to the modern corporate approach. This is a big shame.
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