Happy to recommend
I have been a customer of Wine Growers Direct for several years. I have only ever had a problem once, where the wrong wine was delivered, they were very prompt in correcting the issue and immediately sending the correct order. The order process is easy and delivery timely, and I have found the prices competitive. I have enjoyed all the selections I've ordered, none of which I've tasted previously - I just select from the region I know I like. I would have no hesitation in recommending them.
SLOW DELIVERY AND NO COMMUNICATION
After paying for my wine over a month ago, it was only when I asked questions that the wine was finally sent. No apologies just a remark that it was an IT problem.
After sending so many newsletters and a very pleasant sales person taking my order, you would think they would want to keep customers rather than let them down with delivery and service.
I have sent many emails letting them know the problem without reply. Have asked to be removed from their newsletter for Naked Wines and others do a better customer service.
Wine was OK when ir did arrive
Delivery and communication very poor
i have from wine growers direct been really happy with the wines
I have purchased more than 6 dozen shiraz at prices I felt were good and been happy to share them with friends who like nice wine suggest people do not buy no names rather by a good rated wine at a good price do some homework before buying its then hard to get it wrong so long as you do your homework if cannot get reviews do not buy wait for the next offering
good wine at good prices
I was conned
Wine Growers Direct advertised an unlabelled 2009 Coonawarra Cab Sav, with a RRP of $29.00 per bottle, for $7.42 per bottle – which sounded like a good deal and which, like an idiot, I purchased.
We opened one bottle – and it was so disgustingly bad and undrinkable, we tipped it down the sink
I emailed Wine Growers Direct advising them of my dissatisfaction – and surprise, surprise, did not receive the courtesy of a reply
I ended up calling them and when I asked for my money back, they refused.
After a lot of discussion they eventually agreed to take it back (at my cost) and give me a credit for the wine.
Took my money via my credit card and lots of talk but no action to return it,time after time. They blame their debiting company but the fact is I made no order and received no goods and they have still charged my credit card . Do not give them your credit card number under any circumstances.
Don't even think about buying from Wine Growers Direct - they are hopeless
They rang me and persuaded me to buy a case of wine which was not my usual brand, telling me it was a good buy. I tried one bottle and it was awful. I opened another in case it was a bad bottle and it was just as bad.
I rang and they asked me to open another and if it was no good send a bottle in for testing-at my expense, no guarantees. Foolishly I did. One month later no contact so I rang again and was told that the previous customer service girl was gone and that they would refund in full and send me a return label. Neither happened.
Do not give WGD your number
I get incessant calls from this company.
My mistake? I gave them my number during one purchase.
I have told them (verbally) to cease. No effect.
I now get two calls 30 minutes apart, 3 days apart.
It's promotional bull.
(My phone provider does not have a number-blocking service)
Their cold-calling is counterproductive. I would never buy from them no matter how good the deal.
Terrible service - 4 months for a refund
After waiting weeks to receive a case of wine I contacted them to be told that it was send back because no one was home. I actually sent the wine to work and asked them to resend it. I contacted them again after another month went by and asked for a refund...no response to my email. I phoned and spoke to someone who said oh yeah we received your email ok we'll give you a refund. Another 3 weeks until the money finally landed in my bank. Atrocious service!
Good selection, prices, promotion
customer service, delivery
Very disappointing Customer Service from wine growers direct
I buy wine online regulary and chose to purchase an offer from wine growers direct. As it was the first time I had used them and I was buying for a special occasion, I enquired about the delivery date and was told the following week and as this was acceptable I proceeded. Turned out the transaction was a pre-sale and the wine arrived 3 weeks later - not before I had contacted them the following week and they confirmed it had been shipped out! - as the following week (after the special occasion I received an email from Aust Post advisind they h...ad just received the consignment notice to collect the goods. I contacted wine growers direct to seek information about their business miodel and how they would deal with a new customer that had been disppointmed with their sericce (not to mention having missed the special ocasion). I was told someone would get back to me - no one did and I had to contact them again What a joke! they tried to buy me off with an offer of 2 bottles of cheap wine that they would not name - then an offer of a $25 discount coupn if I spent more money with them. Finally I asked this be escalated as i was more intereted in understanding the business model oand how management would deal with a circumstance such as this rather then being "bought off". I was told I would be contacted by the Gen Mgr [name removed] - at a specific time and when that did not occur I contacted wine growers direct on 3 other occassions only to be told again specific rnages of tiem that I would be contacted.
Oh dear oh dear
Ordered some wine at the end of December. !8 January sent an email advising wine had not arrived - no response. 23 January rang. Was given compliance number and told I would hear from warehouse within 48 hours. Did not happen. 29 January spoke to WGD. Still no wine. Sent letter 2 February. No response. Rang 13 February and was told there was no record of my letter. Gave credit card details over phone and was told my account had been credited but upon checking my account no refund. Rang 20 February. Was promised that I would get a call next day....Guess what - no phone call. I also had to chase up my previous order to this one. I have been a customer of this company since it was launched and up until the past few months have never had a problem. I am desperate for my refund and the only course of action for me now is ACCC. empty promises to fix the problem, when phoning can be put on hold for more than 30 minutes
Bought a case of wine before Christmas! Still waiting for delivery! Came with carton of free beer. Received that today! Where is the wine??? Trying hard to communicate with [name removed] but he doesn't return phone calls and only responded to 1 of my 4 emails. Disappointed as had hoped for a good experience.
Ordered goods not received. Requested money back & cancellation, not acknowledged.
Stay away with them!
Placed order on their website in the mid January, after 3 weeks tried calling for the first time, the girl said warehouse was yet to process the order. Waited for another week, called again, waited roughly 20 mins and the same girl answered the phone, told me she has no record of warehouse order paper and has to wait them to get back to her... All I want is a courier tracking number to show they did shipped my order after 4 weeks but the tracking girl said she had no idea whether the warehouse shipped or not because "she is not the courier"?! W...hat a fantastic customer service! What a fabulous order processing system! Finally told them if they can't prove that they had provided goods after charging my credit card, I had to report to Amex as they are scum or fraud online retailer which Amex would be very aggresively taking money from them, the girl said if warehouse is still processing they would issue me a refund, which I am still waiting. Very efficient charging system, making sure they get your money immediately after placing order
I got a call from Wine Growers 18/12/12 about ordering extra wine for Christmas. I bought only one carton. I am still waiting for my delivery. I have sent 6 emails asking where my order is and have received nothing except the computer generated one. Phoned and waited until I could wait no more. I phoned this morning 9.20am and the message says phone back during office hours we open at 8.30!
Ordered wine on 26/12/12, has not arrived even though was supposedly dispatched,tried ringing got through on 3rd attempt after being on hold for 30 minutes, was told that they would send it priority, that was 10 days ago, still waiting! I don't know whether to ask for a refund complain to dept of fair trading, daily telegraph public defender(they get things done) or my credit card provider for a refund.
I placed an order of 5 cartons of wine on 20th dec 2012 and recieved 2 on the 28th. On 7th jan 2013 phoned about the other 3 cartons and was told they were damaged by aus post, this was a lie as the 2 I recieved were 1 of 2 and 2 of 2, when I mentioned this they admitted that the 3 were not sent and would be ASAP as a priority.
Received a carton on the 23rd jan of wine I did not order and was never advised that was being substituted for my original order, then told that the 2 out standing cartons were out of stock and they would arrange a c...redit. Both calls took 20 min +, if you phone to place an order you get through in seconds but a call to follow up an order will take for ever, I have also sent an enquiry to them and recieved a return mail stating that at the moment they were experiencing a high number of enquiries and it may take a few days to get a response, I will let all know if I here from them but I doubt it. Very poor service and communication
Still waiting, waiting they just don't want to know . . . .
I ordered from Wine Growers Direct ( Ha Direct ) thats a laugh. Anyways ordered on 18th Dec 12 for two cartons of wine only to receive one and the other still hasn't turned up. This was no coupon it was a direct payment through my credit card which they had no problem in taking my money out on the 20th Dec.
They refuse to acknowledge you when you email them - then when you phone you're put on hold meantime the $$$$ are mounting up on the cell.
Its well over a month since my order and must of contacted them about 6 times. I received an email f...
Delivery, promises,promises promises and no apology!
Ordered a doz. bottles direct over the phone with this crowd on 17 December, warehouse is about 20 kilometres from my address so quietly hopeful of a delivery before xmas. However, no such delivery, but to be expected this time of year. However, I rang them in early January and was told that there had been some delay at the warehouse which they could not explain, but they would get back to me and let me know the reason for the delay and when I could expect delivery. Guess what, no phone call and no delivery. Rang again last week, person I spoke...to told me there had been a problem with the particular order and I was being 'upgraded' to a higher quality wine instead. It would be delivered by Thursday last week. Guess what....yes, no delivery. It is now Monday, and I have just spent 15 minutes on the phone again to obtain a refund! I would hate to calculate my hourly rate on the phone to get this discounted wine. Poor customer service.
If it sounds too good to be true, it usually is!!
I am still to receive the wine I ordered on 11 Dec 12. It was not a coupon, it was direct to WGD but it was one of their advertised deals which included the free Moet. I was a bit ambitious expecting the order to come before Xmas but rang on 20 Dec 12 and was told the order had gone to the warehouse and was out of WGD's hands. Rang again on 2 Jan 13 and was told the stock had been sent out incorrectly by the warehouse and they were waiting for a new shipment to come from New Zealand but it was due in and would be despatched on 7 Jan 13. Ran...g again on 16 Jan 13 and was told I was on "back order". I have now been given an expectation that the order will leave the warehouse on 13 Feb 13 and should be delivered to me by 22 Feb 13 - over 3 months since I placed the order and they took my money!! I was given the option of taking another wine variety, a refund or wait. At no time has WGD ever contacted me to inform me of the delays in the order when they have all my contact details. If I dont have it by 22 Feb 13 I will be contacting a higher authority. I have spoken to polite people when I have contacted WGD, even though I got a different answer each time. Really, really bad customer service. Should keep customers informed of delays.
Unbeatable quality and value.
Having purchased a case of Millers Dixon Creek Estate 2005 Pinot Noir as recommended by Ezra at wine growers direct I was more than willing to trust further recommendations. Veuve Ambal French Sparkling at the price of some Yellowglen and Malborough Sav Blanc plus Saveesea Waipara Pinot virtually given away and I am one very happy customer. Yes! I had to wait longer for the second half of my order than I would have with other wine clubs, but, the savings and quality of the wine made it worth the wait.
Quality, advise and extraordinary value
you need to be patient with delivery time
I have had good, fast service, but I bought wine not some cheapskate voucher
I've been ordering from Wine Growers Direct for over a year and a half and I've always received the wine I've ordered and within a reasonable time. I saw many of the complaints on here were from people who have bought vouchers, I don't like to shop that way so I guess it's worked out for me?
Occasionally I've had to call up to chase questions, but not always.
Questions & Answers
Having gone through a traumatic experience of having to chase up an undelivered order with WGD, it is sad to say that I am experiencing the very same thing again. I placed an order for 3 dozen wines and only one got delivered. Now I am counting weeks again and still no delivery. I have made 2 follow ups so far, but to date have not had any success.
I only received delivery of my order following intervention by David. So David, here we go again with the same frustrating experience repeating itself.
And it would be appreciated if staff will return calls when they promise to do so.
I am so shocked at the australian consumer and their behaviours. Jumping on line and rubbishing companies who are giving it ago rather than spending their energies trying to get an issue solved. Why rubbish and boycott an established Australian business who are giving it ago. All complaints are about those bloody discount purchases where people want things for nothing. Seriously, how about supporting these guys and giving them a fair go.
Get off your high horse Mila. You are obviously involved with the company somehow. Why would the company offer "those bloody discount purchases" if they can't fulfill the order? It looks like a lot of people have given them a 'fair go" and they have been burnt because of it. You are pretty much the only person that gives good feedback to the company. Get over yourself. I ordered wine from Dan Murphys and had it 2 days later and I am classed as regional Australia. I know who is going to get my business
Thank you Mila. You have convinced me to record a formal complaint and do what I can to prevent anyone else from being conned by this bunch. I shall refer this 'endorsement' to the ACCC so they can investigate whether it is genuine.
Is Winegrowers direct a genuine company?
Winegrowers DirectWine Growers Direct
Winegrowersdirect offices and distribution warehaouse are located in Tullamarine, Victoria. We currently employ 40 staff full time and sell and distribute wine sourced for our Australian farmers, along with some imported product. Our focus is on providing sales avenues for Autralian Farmers directly to the Australian wine consumer, at a fair price for all. Sometimes, as in many businesses, we get it wrong, and it is only through our customers and forums such as this that we can find out what went wrong and are then able to implement processes and procedures to attemp to eliminate the issues. We do apologise if things go wrong and attempt to remedy the issue as soon as we are notified of it. Our main business activities occur through our website and our sales and customer service team here in Tullamarine. Please feel free to contact me directly if you would like any assistance or would like to discuss this or any other issues. Thank you, David Penny, Customer Experience Manager, Winegrowers Direct.
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