I ordered a Father’s Day gift a week in advance and paid for special delivery on the Saturday before Father’s Day Sunday. The gift never arrived and I had to follow on multiple occasions only to be told it would be delivered a week later the next again Saturday. It wasn’t delivered again so I asked for a refund. They could not get the refund done correctly either as I am still waiting for the return of the delivery fee which they missed. I must have had to send around 6 emails and this is weeks later. Complete waste of time and awful service.

Like others I ordered a case of wine not knowing that I had committed to a subscription of £25.00. a month, only just found out and cancelled immediately. When I cancelled I did speak to a very helpful male operator who did explain the whole system to me and at my request cancelled my dealings with Virgin Wines, and sept me an email of cancellation.

Ordered a case via Donald Russel (online meat suppliers). Discovered that I had also signed up without my knowledge to paying £25 per month into wine bank account. DO NOT JOIN OR BUY ANY DISCOUNTED WINES FROM VIRGIN WINES. I realised and cancelled order and subscription I hope. Felt like a deliberated attempt to mislead customers.

I had an identical experience as the previous poster. Virgin Wines created an 'automatic' ordering system so that apparently I am ordering cases until I die. No emails, no communication. No indication that they had done this until I received an email from Yodel. In fact, the only email they sent me was a 'please update your card details on our site.' It's really simple. If I order a shop from Waitrose, I do not want the identical shop to appear on a random, future date. It's not a difficult concept for companies to grasp unless the only thing they care about is emptying your bank account. And strangely, I was looking to order a couple of cases of wine for Xmas but now I will never buy from them again.

Very disappointed and dissatisfied with my recent experience with Virgin Wines. Very poor customer service, lots of promises but no action! Also, one of their agents was quite unnecesserly rude. Have been waiting a week for my order, which was sent to the wrong address. Extremely frustrating customer experience. Would not recommend.

I had a £50 voucher used it to order a case.Wine was ok but now I find they have taken £25.00 out of my account for no reason and no explanation Disgusted with these people obviously trying to get money from people BEWARE of ordering from this firm. Will never use them again

It's a marking trap , than anything else of good quality wine. I was excited for £50 voucher and spent £70 more to get 12 red wine bottles. The excitement vanished when I tasted the wine. It's even worse than any £5 bottle wine from super store. Forget about the quality of £12 wine bottle. I will advise to STAY AWAY from this marketing trap.

A quite awful experience!! Ordered a significant amount of high quality wine on 14th Dec for father’s 75th birthday a few days later. Wine had still not been delivered by Christmas Day. Hence missing both birthday and Christmas!! This was inspite of claims all over the website of a very high record of ‘next day’ delivery. Don’t believe it... simply not true. Compounded by poor customer service - repeated chasers requesting prompt delivery given circumstances met with slow, unhelpful responses. All in all an exceedingly disappointing experience. I won’t be shopping with Virgin Wines again.

He was rude in his manner & refused to lift heavy parcel over the doorstep even though I told him I had back problems. Not using this service again

I had received a box of 12 worth £120 delivered and three were corked another one just not nice. The others were ok but no better than you can get in your local supermarket for a fraction of the cost. No problem I thought, their “or your money back” guarantee will see me ok. All they gave me was £4 towards another bottle (their bottles start at £8 a bottle and the popular varieties £12-15 plus. There was no “money back” whatsoever. Even when I cancelled my account they still retained this £4 “refund”. What a confidence trick, totallly misleading their customers.

I received a voucher for £50 off a case of wine when purchasing a laptop. I thought I would give it a try in the run up for Christmas. The voucher was called "discovery club" I did not want to be tied into a repeat service so was very wary and cautious on the payment screens to avoid such a scheme. No where during payment did it state I was signing up to further purchases nor authorising further payments. The payments screen asked for card details for a one off purchase, which I provided as I was purchasing one case of wine. (I have screenshot evidence of this) The wine was delivered in good time however it was mediocre at best. I felt the discounted value of the wine was right, but it was definitely not worth the full price requested. I thought this was the end of the transaction. However three days ago they took from my account £115 and delivered another case. I did not request this transaction and complained online as I definitely would not pay full price for substandard wine. I was told it was my fault as I had signed up for future deliveries and should have read an email the sent me. They reluctantly agreed to collect the wine and issue a refund which could take up to two weeks. I asked for an immediate refund as I did not authorise the purchase or payment, they told me by using the initial voucher I had authorised future payments. I HAVE SCREENSHOT EVIDENCE OF THE PAYMENT PROCESS WHICH SHOWS YOU ARE MAKING A ONE OFF PURCHASE AND ARE NOT AUTHORISING ANY FUTURE PAYMENTS. Legislation for recurring card payments is: "When you set up a CPA, you enter into a contract with the retailer. The retailer must make this clear to you and you must explicitly agree to it. A retailer cannot assume you agree through the use of opt-out provisions or by a default pre-ticked box.For example, if you are offered a free trial after which payments will be taken, you should be clearly asked to agree to these future payments before money is taken. If this has not happened the contract could be considered unenforceable and you could be entitled to a refund.The retailer must make clear the following details about the CPA: The main features of the goods, services or digital content The total price (or how this will be calculated) All delivery charges or any other costs (or state that they are payable) The monthly, or billing period, costs of open-ended contracts or subscriptions Whether the contract is of a fixed duration or, if it is to be extended automatically, the conditions under which it can be terminated The minimum duration under the contract. Once you have agreed to the CPA, the retailer should send you details of the contract and the future payments that it will take from your card account.When you are setting up a CPA it is important to make sure you are provided with details of how much the payments are and when they will be taken." To top off the whole affair the wine was just collected by parcel for and the said "we have no idea where its going as it has not got a parcel force label". So I can only imagine how difficult it will be getting a refund from here I very rarely complain about anything but have reported this activity to both the police and trading standards however in the meantime should you receive a money off voucher DO NOT USE IT, as they will take your card details and keep taking money out of you account against your knowledge and against your will.

Don’t bother - nightmare customer service. I called to cancel the subscription but 2 weeks later they took money out my account £85 and delivered a case. Would only refund the money if the case was returned and for me to get the refund it would take up to 5 working days. I am still waiting. I had been a customer for the last year and had ordered regular but disgrace at lack of customer service. I will not be joining virgin wine club again and would state there are better wine clubs out there who value their customers

I would really love to review this wine, however it was missing from my order (marked on the packing slip but no note or explanation or alternative) and as it was only a single bottle they refused to send it on to me as they only had packaging for 3 bottles! The alternative options were to refund (£4.99) or include in my next order. Really? would you trust them to do this, after a lengthy chat getting no where with a customer service person I just gave up.

I have been with Virgin wine for years and in addition to my monthly interest I, like other wine club members, received 20% interest on whatever wine I purchased along with free delivery - it was a really good arrangement and I enjoyed the wine. However, Virgin have changed the deal and no longer offer the additional 20% on the monthly purchase and they made with change without advising me, in fact I don't think they advised anyone. I talked with my wine adviser who got a little ratty with me and told me that the new arrangement had been in place for 18 months but I know that it only changed this month. I have decided to discontinue my arrangement with Virgin - I have lost trust in the company. Shame.

I received a £50 off voucher so decided to give this company a try, i received an email yesterday saying my order had been sent to the wrong depot but it would be with me today. I emailed them this afternoon to ask which courier they use as the order hadn't arrived - today's excuse was the case had been damaged at 4pm today! This was my first order, terrible service so I haven't given them the chance to give me a third excuse tomorrow- I have cancelled my membership and the order and won't ever use this company again! I'll stick to Laithwaites- they deliver every time!

I've been a member for a while - use their Winebank service and personal wine expert service. I've had very few bottles i didnt like, much more frequently have discovered some hidden gems that i reorder time and again. Their pricing is competitive and customer service excellent.

Not impressed with the wines supplied and customer service is a disgrace.

I'm discusted in virgin wines, i ordered once with a wowcher voucher to buy a case of wine for a birthday as i live abroad. I was never informed that they would take £25 a month out of my account without my knowing. The reason you get a voucher is because things are tight for alot of people. Then they go and take what little money you have and leave you with very little. I'm really angry right now, i would not recommend this company to anyone. They need to sort it out.