Gipsy Hill Brewing Co. レビュー 

Formal Complaint – Repeatedly Ignored Subscription Request

Dear Gipsy Hill Brewery,

I'm writing to express my frustration with the appalling customer service I've experienced regarding my Hepcat subscription.

I originally signed up for a "Subscribe & Save" order of 12 cans every two weeks, but soon after requested a change to every four weeks. Despite multiple emails and even a phone call, this has not been actioned, and you’re still charging me at the incorrect frequency.

To date, I have contacted you six times:

4th June – initial request to change frequency

9th June – follow-up

10th June – another reminder

17th June – phone call with Katie Gardiner, who directed me to Steve Roe

17th June – email sent to Steve Roe directly

18th June – final follow-up

To receive no reply whatsoever — despite having been given a named contact — is frankly unacceptable.

I expect the following:

Immediate confirmation that my subscription has been adjusted to every four weeks.

A refund for any orders sent and charged incorrectly since my first email on 4th June.

Assurance that this won’t happen again — your current process is broken.

If I don’t hear back within 48 hours, I’ll be escalating this to Trading Standards and leaving a public review based on my experience.

Regards,
John Callender

1 minute after this review was published I have received an email of replying offering to refund the two orders received and some FOC beer.

The email felt sincere and explained a migration of systems if they follow through on what they have offered and sort the system I will be happy with this and upgrade my review to 5 stars 🌟 it was 1 but have improved due to the email.

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23/6/25

I have received a refund, and they are sending me free beer as compensation. I appreciate their honesty and their willingness to take responsibility for improving their communication systems, as well as this generous gesture.

Placed an order on Sunday and as soon as the confirmation email arrived I realised I'd ordered the wrong product. Right at the bottom of the mail it clearly states "If you have any questions about your order, please contact Gipsy Hill Brewing Company at shop@gipsy........". Shame no one actually reads the emails though. I emailed them three times with no response