Naked Wines レビュー 13,091

What an utter disappointment Naked Wines have become! I've been with them since the start 15 years ago and have always loved the wine and the service but in recent years the service has slowly got worse and my current order is an absolute disaster!

I've now been waiting two weeks for my order and despite contacting Naked Wines and the delivery company multiple times to chase it, there is no sign of it. It used to be very easy to contact Naked Wines using the live chat but now that facility has gone and they are unresponsive to emails. I had a voicemail from them last week to promise my wine the next day, but it didn't show up. I'm still waiting for a response to my follow-up email after 4 days. The Yodel tracking shows it has been out for delivery twice but they have failed to deliver it. Maybe they are trying to compete with Evri for the title of worst UK courier service! There is nothing worse as a customer to be promised delivery by a company and then it doesn't materialise. It feels like once they have my money, they don't care whether I get my order or not.

I've spent so much time over the last few weeks chasing this delivery and stressing and I don't have the time or the headspace for it. Naked Wines have always been trustworthy and customer-focussed, but this experience and other experiences in recent years have all but eroded that trust that's been built over 15 years. If they don't start focussing on the customers again, there will soon be nothing left to do but leave and buy my wine from elsewhere.

Rinse repeat, repeat rinse..........Paid for a delivery so Mothers day pickup and delivery madness avoided.

Managed to recover the delivery charge for a product that has not shown up, happy days

By this Friday it will have been a week since expected delivery and I have had a 80 year old mother waiting patiently for a delivery for the last four days......... as the website stipulates be delivered tomorrow promise you.

No more disappointment thank you, subscription cancelled, and my £160 package not expecting too much, as apparently the couriers shipped it back to the supplier.

I expect the same issues with the credit built up, but again I will not be checking back with the company........I will have my credit card company deal with this issue

I used a gift voucher I had received for my birthday to buy some wine from Naked Wines. The voucher did not quite cover the full amount, so I had to use my credit card to pay the small extra cost over and above the voucher value.

Only afterwards did I discover that I had apparently been signed up to an Angel Account costing £25 per month. I would never knowingly agree to an ongoing monthly subscription, particularly as I drink wine so infrequently that a case of 6 would last me about 18 months. I was therefore very unhappy to find money being taken from my account.

I have emailed customer services to complain, ask for the account to be cancelled, and request a full refund of the money taken, but no one has responded. That lack of response has made an already frustrating situation even worse.

The whole experience has felt misleading and very disappointing. I would strongly urge others to read everything extremely carefully before completing a purchase, even when simply redeeming a gift voucher.

Placed my order last week, said it would be here by today 14/03. Order hasn't been shipped and no updates either. I will not be placing anymore orders in a hurry!

The customer service from Naked Wines is second to none. I’m not saying that there is never anything that goes wrong with this company - their courier has recently given me the runaround - but I always think that it’s not the problem that causes the issue - it’s the way a company deals with the problem. And I have had excellent customer service from Liam - fast response - most polite - delivery issue resolved - and a little bit of compensation to boot. Oh - and the wines are great too!!!! Brilliant.

I joined years ago and have been an "Angel" for over a decade. The selection is great and it was very reasonable for the quality on offer. You could pay the lowest amount for a bottle but it would be better quality than a bottle more widely available in the UK at the same price. That said, its changed, the minimum £9.99 for a Red Wine is beyond supermarkets for the same quality. Especially when they run offers for even more discounts.

That price hike over the last 6-9 months for the discount offered for being an "Angel" is becoming less attractive. All this might be overlooked if the ordering process was easy. The last two orders I have placed have been frustrating to say the least. The website hangs, doesnt update or load and I have to keep closing the web browser and reopening for my basket to update.

This is no way to treat customers who you want to sen you money on a monthly basis to order wine!!

UPDATE

My most recent order was due for delivery on Saturday. On Saturday I had an email saying it was delayed. Then I had an email saying it was out for delivery. Then another saying it would be delivered on Sunday. On Sunday I had an email saying it would be Monday. On Monday an email saying it would be Tuesday and now it’s Tuesday and I’ve just had an email saying it will be delivered on Wednesday.

The very long convoluted response below makes absolutely no reference to their terrible terrible awful delivery service and complete lack of customer service and assumes only that I want to pay £5 a bottle for wine - I don’t expect to get drinkable wine in the UK for £5 a bottle but I do expect a company like this to use a reliable delivery service.

My advice to anyone thinking of taking out a subscription ? Don’t bother. Pop along to Tesco and buy whatever is on offer from their Taste the Difference range. With a discount it will be under £10 a bottle and you’ll actually get to drink it - unlike the wines ordered from Naked, which may or may not turn up at some point in the future.

Or, grab an inexpensive flight to Portugal and drink delicious local wine from the supermarket for €3- €4.

I’m cancelling my subscription. The wines have become more and more expensive and because they use Yodel for delivery the delivery dates are completely unreliable even when you choose the express extra cost service.
Not worth the hassle.

I have used Naked Wines for over 10 years and never had an issue. I contacted them today as my order was late due to damaged parcel. I had no luck with chat bot yesterday, but spoke to Sam today and he was amazing. It definitely helps to be human. Thank you.

Customer service is the very best. They always make me feel as if they are trying to get the best deal for me, and this was certainly the case when I was ordering yesterday

Felt i had to highlight how pleasant a leaving experience this was despite not wanting to. My partner and I are due to have our first child and so we are cutting back on all unnecessary expenses (despite my argument that wine is definitely a necessity!) and I have had a number of protracted arguments with service teams about 'why' i want to cancel. Naked Wines were absolute 'Angels', no fuss just an easy leave and an immediate refund of account funds. An experience that means I will absolutely be coming back once we've got a bit more spare cash in the future. I cannot recommend highly enough.

To quality wines at great prices. Always nice to get a freebie now and then. Delivery always very prompt
Thanks
D

My very close friend lost her husband rather suddenly 1 month after his initial diagnosis. He was a Naked Wines customer. This company has turned my friend’s loss into a living nightmare. They want more evidence from her of her relationship to him and the fact that he has died than any of the other organisations with which she’s having to deal at the moment. HMRC and the various insurance companies have wanted less evidence and offered more empathy than Naked Wines. All that she has asked for is for his subscription to be cancelled and a refund to be processed. That’s it! Simple, one would think? But no, this company’s bureaucracy has been so very distressing, their contact has offered no empathy and to my mind, if you can’t be respectful when one passes way, then you don’t deserve the business when one is alive. Poor show Naked Wines, very poor show. You will NEVER be a recipient of my custom and I will be spreading the word far and wide, you can be sure on that.

My husband passed away in December. I have been trying to get a refund from this outfit for the 3 x months subscription that he had paid. There have been more emails to this company than I have had to write to any Insurance Company, Pension or any other service provider. It is absolutely shameful that they insist on holding in to my husbands money. I have had numerous phone calls and correspondence and it has got me nowhere. A proper shower. It is times like this when you see the true colours of a Company. My husband was very respected in the hospitality industry. I shall definitely make this known.

Lovely wines!

There was a bit of an issue with the delivery (I was sent the wrong box) but they really went above and beyond to fix the issue promptly and couldn't have been more helpful. The wines have been lovely!

My relative died and NakedWines would only refund his account credit to the bank account that was on his account which has been closed because he has died and has no need for a bank account anymore.
Naked Wines were provided with proof of death and proof of next of kin and point blank refused to do anything but return the funds to a dead man’s account, absolutely appalling, piling cruel dogmatic bureaucracy on top of bereavement, when other companies have gone above and beyond to be supportive and close his affairs, something that is apparently beyond Naked Wines.

I have been a customer of Naked Wines since February 2021. I can honestly say that it has completely changed the way in which I buy wine. I used to regularly by my wine from supermarkets, and thought the products were fairly decent.

How wrong was I, I now exclusively buy all of my wine from Naked Wines. They offer a very large choice of wines, suited to your particular wine profile. However, I now have my firm favourites that I buy regularly and am very pleased with. I recently had a small issue which was swiftly and professionally resolved by Stanley, thank you! I am just about to place another order today.

Scam. They've charged me almost £100 for a subscription that I didn't sign up for. They call it an "angel" subscription and it's a total scam. Don't accept any free gifts as this is how they sign you up. When when you think you've canceled, you haven't.

Avoid at all costs!
Guaranteed delivery before Christmas didn’t arrive!
Had an email late on Christmas Eve saying that the wine wouldn’t be delivered until after Christmas.
Too late to purchase wine elsewhere.
Told I would have a full refund but when asked for the money in my account to be credited back to my bank and my monthly subscription cancelled, I was informed that they couldn’t refund the credit as it was credited as a goodwill gesture!
Absolute joke of a company!
3 weeks later and you still have my money!

I sent five cases of wine to friends and family. I ticked the box to say they were gifts and wrote notes along the lines of "Happy New Year, love Linda". The case to my father had his name on the outside of the box, but inside was a card to Sian.
My brother received a box without any card or info about the sender. He guessed it was me. Not sure about the other three.
Last year was the same: no-one had any idea the wine was a gift from me, except that I had sent them wine the previous year. I imagine it will be the same for the other three deliveries.

After a delivery snafu, Naked Wines went above and beyond to make it right. The courier seemed to lose my case entirely, and Naked Wines were absolutely on it when it came to proactive updates, chasing them, and compensation. Communication was generous and genuine, and they sent out a second case which was thankfully delivered in a few days.

All the wine I've had has been delicious and has widened my taste horizons. It's also lovely to see the wineries the angel programme supports. Great selection and customer service!