"Special Christmas present..delivered in time!"

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.

"Very Poor Customer Service"

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"

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.

"Not timely and aloof staff"

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.

"A Bad Experience...but they turned it around"

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 over-sell and under-deliver"

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

"Excellent personalised service"

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 amazing service"

Great Wine amazing service

"Great wine and great service"

Great wine and great service, will use again

"Exceptional service at every turn – wines pretty tasty too"

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.