"Customer of 10 years looking forward to at least another 10..."

I've been a customer of BB&R for around 10 years now and in that time, the only issue of note was that I had one corked bottle as part of a delivery - it was immediately noted and credited.

Through the guidance of my account manager, (having also moved countries throughout the decade I've been assigned a local account manager and had the same exceptional service from all) I've been able to build a cellar for future drinking value (c. £30 a bottle) and investment with advice on when/what I should be buying/selling/bidding. The range on the secondary market platform BBX is also exceptional, as is the ability to bid on wine like a true marketplace.

"Amazing customer service"

Amazing customer service. I wanted a gift delivered at short notice and nothing was too much trouble when I called. I needed advice and it was great to be able to speak to someone. The gift arrived and the receipient was delighted. A great experience and I would highly recommend Berry Bros. & Rudd.

"Never had any issues"

Never had any issues and wine has always been delivered on time. I stumbled across their low score and thought I should share my thoughts.

"Misleading impression of Berrys"

I have been using BBR for around 15 years now and I am having difficulty reconciling my experience of them with some of the negative reviews in this site. I don't think that they would claim to offer cheap wine, but, on the other hand, it's rare to buy something that doesn't offer good value. The complaints about BBX are frankly, embarrassing for the complainant and show a complete lack of understanding about how it works - not failings on Berry's part... yes, you DO have to pay VAT and tax on wines bought in bond and no, the prices AREN'T set by Berrys : read the FAQs! And as for them being hard to contact: try picking up the phone - it rings twice and they answer it.

"If they set out to be as bad as they…"

If they set out to be as bad as they can be, they still would not be as bad as they are. Terrible client experience. The order mechanism is rubbish. I go to Waitrose, they add no value.

"Poor Customer service"

I must say, I am quite shocked by the sheer amount of negative comments on here for one of my favourite companies.
However, I am also sad to have to add to them. I have used BBR for several years for general drinking wine but also hold a cellar plan with them.
I can't complain about the cellar plan and find my plan manager helpful and informed. An extra star for them.
Generally though, the service I receive for everyday wine has declined to a point where I am considering buying all of my wine from another merchant who are yet to provide anything but excellent service.
On a recent order I received completely different cases to the ones I had ordered. There was no paper work with any of the cases. Eventually, I got in touch with customer service and I got my correct delivery about a week later. In this time I had received a couple of cases from my other merchant within 36 hours.
The problem was not with this issue (mistakes happen) but with the way it was handled. I used the 'contact us' email form on my account page and never received a reply to any of my recent 5 submissions. I made 2-3 calls and got service but not much help. I eventually asked my cellar manager to help contact someone and I got a call back. Lots of apologies and a promise of a small compensation added to my account. Needless to say, I never got that either.
So, sadly, I have to agree. The customer service I have received recently is well below standard in this business and makes it likely that I will take my business elsewhere.

"Overpriced and dreadful customer service"

I’ve used them on and off for many years. In their favour they don’t charge for delivery but against them is that they horribly mark up wines to pay for it. Their BBX is a joke with wines never at reasonable levels. If you have more money than sense, a posh boy will sell you overpriced wine.

Customer service is some of the worst I have experienced whether account managers or generic. You generally need 3 chasers to get a response and even then it’s wishy washy and Unapologetic when they have inevitably messed up again.

Their recent-ish move to increase their storage charges to comfortably the most expensive on the market (despite being stored in Basingstoke) was the final straw and all wines moved away.

Website used to be the benchmark. Now slow and confused.

"Excellent"

Excellent - v happy customer for 10 years. In all that time one issue with delivery - courier dropped a case - instantly replaced.

Traditional service, knowledge and totally reliable.

Delivery and order this week, no different - on time and dispatched quickly.

"In defence of a truly remarkable company"

I have been reading several review from customers who are complaining about poor service from Berry Bros & Rudd. I have been dealing with BBR since 1994 and have always received the highest standards of service and advice from them on both investment as well as drinking wines.
The comments I read may have a competitive element in them and are not truely a reflection of a company who operates at the highest level in all they do. They are currently trying to satisfy demand from members of the public who maybe struggling to find wine from sources known to them. This has placed unimaginably pressure on their system which is coming through now.
Please do not attempt to trash a wonderful company with a legacy which is truly unique.

"Hidden costs"

I purchased wine from their BBX wines, although their site clearly says there are no buyers fees, my £220 purchase had a follow up bill of £77 for vat and bond fees, then 10 days later another bill of £41 for storage. I never used a storage facility.
I will not be using again!