Berry Bros. & Rudd Avis 82

Order made on the 7th April, arrived on the 9th April before Easter weekend (which I didn't expect). Big thanks to BBR for the efficiency!

Terrible service. Avoid at all cost.

Whilst they make great play on their royal warrants and status as Britain's oldest wine merchant. I can only assume the length of their exitance in based up still trying to deliver the order's taken in 1698. I've been waiting over 3 weeks for a delivery I paid extra for next day delivery on, still no wine. No apology from customer service and they can't even tell me how long it will take to refund me. Despite knowing the delivery has never been made, they are insistent they won't refund me for goods I've never had until their courier service returns the parcel to the warehouse.

There are so many genuinely good wine merchant's in this country, it's high time Berry's is consigned to history.

Agree with all the previous comments. My account manager is not very helpful. I have to chase refunds and deliveries. When they say something is done - it normally is not done as requested. (delivery, refund etc) I have a cellar plan and I am going to look at moving all my investments.

I took an investment wine plan with BBR a number of years ago. I was promised expert advice to maximise the investment gains through the careful selection of wines. I was offered zero assistance, all my "account manager" did was to try and sell me anything they had going at the time. In addition to this, the commissions which they charge when wines are sold (10%) are obscene, meaning you pay a retail price for wine purchased from them and then 10% of the total price again, (not investment gains, total cost again). So the chances of making a profit are slim. These trading costs are significantly higher then the rates of others I have seen in the market.

I stopped investing with them as a result of their poor service and high charges, and I would never sell anything through them again, as there are both better services and more cost-effective marketplaces for selling your wines on.

I was unpacking my order & 2 bottles fell out of the 2 bottle box because they had been insecurely packed. I reported this to BBR. I was told the matter would have to be reported to a manager & I would be phoned back. BBR didn't bother to phone back so I phoned again. I was told they only refund breakages in transit. When I reminded them that the breakage was due to poor packing they said it was not something they could address. I have used BBR for many years but will not use them again.

The main issue is their accounts department. They simply don't know what they are doing.
Either that or my ‘account manager’ doesn’t do what they say they will do.

I have had the same issue repeated many times, despite phone calls emails, they still can't get it right.

I've given up.

There are many other options out there that as I have now realised the others actually want your business, and do more than just shove you on a mailing list. They actually invite you to events- some paid, some free. The only thing I have ever had from BBR is a almighty cock up, and a mail out.

Look elsewhere.

Ordered a number of bottles of wine, some were out of stock, so weren’t delivered. It was only when I checked my credit card statement a month later that I noticed they had still charged me for them. When I told them they said sorry, system error, we’ll be upgrading soon... wonder how many other people have been unknowingly charged by BBR for wine they haven’t received - I’m appalled and won’t be buying from them again.

shocking experience with this company i brought some wine from their warehouse in Basingstoke two years ago payed in the shop (nearly 200 pounds) and since then i receive a statement every month to tell me that i owe them that amount. i called them a few times to explain the situation they say hey will fix it however after 2 years i still receive demand to pay. never again i will buy from them

Bought a special red wine for my son in law for Christmas online and was not disappointed. Although the wine was a good vintage( from the year they got married) and not cheap, as it was a special gift, I chose to have named day delivery before Christmas.
Bottle arrived via dpd couriers who are normally pretty good, but outer box was slightly damaged. Luckily the contents were in a gift box,which I had paid for and suitably packed, so no damage.
Otherwise great service and so far, lives up to its name.

The wine choice offered by Berry Bros & Rudd is impressive but customer service does not exist. My recent experiences have made me decide that I will not use BBR again but will use other merchants who are capable of meeting their commitments. I would strongly advise others to do the same.
Earlier in the year, I was advised that I was being charged for storage of six bottles of wine. I had not requested that the wine be stored and, indeed, had been expecting it to be delivered to me. I contacted customer services at BBR to inform them of the error. They failed to respond. I chased them and agreement was reached that they were in error. Yesterday, I received a demand that I pay the outstanding invoice. Yet, again, therefore, I am having to spend my precious time attempting to resolve BBR's failings.

Order No.515926. Total cost of 340GBP. Placed an order for 6 bottles of wine 2018 August 26.

Never received the wine, sent in about 3 emails of inquiry on the status of the order but never received a response. Gave up and asked for money back on my 4th email, no response.

It is now 2019 August 23. I receive an invoice of additional 41.40 GBP for the 6 bottles of wine that they have been keeping in storage, as "annual rent invoice".

WOW.

STAY AWAY.

Expensive commission rates and VERY slow to pay. Customer service is non responsive and aloof. If you are trading or investing in wine there may be better alternatives.

Placed an order online 9th July.
Received email telling me to expect delivery within 3 days.
Two weeks later and nothing.
Contacted support multiple times via email - no response.
Called multiple times - promised call back. Nothing.

This company has no delivery tracking capability. No helpdesk/support solution (they have no record of prior contact history).

For a mature company of this size to operate in this manner, tells me that management are incompetent, complacent and have under invested in their business. Not what I was expecting.

** UPDATE - 30th July**

Following my initial poor experience - I was contacted Berry Bros Head Of Customer Services, who apologised for the issues, took responsibility and promptly ensured a resolution. She gets 5 stars - the company gets 3 stars due to the initial problems.

They don't keep proper track of your reserves. Can't be trusted. Don't use.

Excellent support and customer service. The personal advisors are always helpful and quickly respond to queries and requests. All costs and fees made very clear in advance and good support for selling wine you own. The range of wines offered are excellent and make it easy to access certain wines it is not possible to get hold of otherwise.

Great wine and great service, will use again

Very surprised by the poor reviews here. I've had relentlessly excellent service from Berry Brothers, including a replacement bottle of previously corked Burgundy delivered this afternoon in time for dinner. The team have bent over backwards to provide exceptional service in support of the always tasty wines.

Alongside the usual benchmarks of John Lewis, Amazon and for wine Laithwaites it's hard to imagine a more conscientious customer service team. You really get the feeling that your business matters to them.

They don't respond to complaints and seem to think you should feel honoured to spend your money there. Come across as thick, privately educated and not that honest. You'll get a lot of 2nd tier wine offers in your inbox usually dressed up as wines 'to die for'. I've found it easier to get the in-demand wines from other suppliers. Do they take proper care of your reserves? Hmmm.

DON'T USE. Your cellared wine can completely disappear after app update leaving with no trace for claims. Cost of your purchase is understated leading to illusion of gain in your wine portfolio.