Virgin Wines - www.virginwines.co.uk Reviews
Latest Reviews
“If I've ever been unhappy with the wine I get a refund”
Written on: 08/05/2013 by KWM75
Virgin wines do a good job. I've spent thousands with them over the years and, despite a horrible blip when they used yodel to deliver, I've found them brilliant to deal with. They get some very good wines as excellent prices and they know their stuff. They'll get a consignment of wine at a good price, offer it out by the case and the rule is if you don't like it they'll take the bottles you've not drunk and refund you. Can't say better than that. (read more)
“Being suspicious of a "bargain", I double checked my...”
Written on: 17/04/2013
Being suspicious of a "bargain", I double checked my voucher that it did not commit me to anything, where it expressively stated that I could order wine as and when I chose to. But alas 3 months later, and nearly £100 lighter, I find that during the registration process I was signed up to their Discovery Club after all. (read more)
“I was misled”
Written on: 13/04/2013 by PAMGC (1 review written)
I ordered and paid for a case of wine from Virgin Wines in January using a £40 discount coupon. I was shocked to receive an email from Paypal in April informing me that £97.98 was due to be deducted from my account for a payment to Virgin Wines (this would have left my bank account overdrawn). After emailing/phoning Paypal, my bank and Virgin Wines it transpired that this company send an order every 3 months and the customer must opt out if they don't want it. The small print must have... (read more)
“Dishonest sale practices”
Written on: 25/03/2013 by Suyamartins (2 reviews written)
Hi, I ordered wine to virgin wines for Christmas 2012. It was an one off payment online. They then set me up automatically on their membership club. Three months they sent me another box of wines and debited my account for £97.98. They even didn't bother to collect my signature or ask for me so a box of wine bottles was left at my house while i was traveling for work and out of the country for 20 days. The result is that they managed to debit my account easily without me given them any... (read more)
“Dishonest sale practices”
Written on: 25/03/2013 by Suyamartins (2 reviews written)
Hi, I ordered wine to virgin wines for Christmas 2012. It was an one off payment online. They then set me up automatically on their membership club. Three months they sent me another box of wines and debited my account for £97.98. They even didn't bother to collect my signature or ask for me so a box of wine bottles was left at my house while i was traveling for work and out of the country for 20 days. The result is that they managed to debit my account easily without me given them any... (read more)
“Unwanted case but no hassle.”
Written on: 21/03/2013 by gkhillboro
To be fair, before I'd even said anything, the advisor at Virgin Wines had said that the case was unwanted, they offered to come out and pick the case back up the next day! They offered me £20 off if I'd like to keep it? I told him that I'm not at the property where the case has been delivered so didn't know what wine was inside. He was able to tell me the wines in the case but "couldn't match the £49 I'd paid for the first case." Fine, refund please, the wines aren't worth £8.30 a... (read more)
“I called Virgin Wines three times after I placed one...”
Written on: 18/03/2013
I called Virgin Wines three times after I placed one order. 1st: I asked to cancel all the orders right after I placed it. The customer service told me all my orders had been cancelled and promised me I will receive the cancellation e-mail in 48 hours. 2nd: After two days, I called Virgin Wines again since I had not received the cancellation e-mail. The customer service told me this order has been processed so it cannot be cancelled. They only cancelled the future orders at last time I... (read more)
Virginwines's Comment
Written on: 25/03/2013
Hello,
Please accept my apologies for all the inconvenience that has been caused by this issue.
! It looks like you are after our US customer service team but it seems you have come through to the UK review site. As much as we would love to help you, unfortunately we do not share the same data or system with the guys over in the USA.
Don’t worry though, all you need to do is pop an email over to the helpful guys in the US, their email address is service@virginwines.com and the website is www.virginwines.com or you can always give them a call on 866-426-0336.
If you do go through the UK site you just need to select the correct country at the top of the home page so you get directed to the right place.
I really am sorry to hear that you are experiencing problems with your order and with the service that you are receiving. If you email them on the email address provided and ask to be contacted by a Supervisor or Manager I am confident that they will do this for you as quickly as possible.
Kind regards,
VW Customer Service Team (United Kingdom)
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“Xmas mixed box ”
Written on: 01/03/2013
Thought I'd order the Xmas box. Used other companies in previous years. Unfortunately wish I'd used others again. Red wine was ok (ish) although have few bottles to neighbours. White wine was shocking. Every time we opened a bottle, at least one person was ill. Headache, upset stomach and sickness. This was only after one glass - not one bottle! Sorry to say wont be ordering again. (read more)
Virginwines's Comment
Written on: 08/03/2013
Hello,
Thank you for your recent post.
I am sincerely sorry to hear of your experience with your Christmas Selection.
All of our wines go through rigourous quality control measures to ensure the standards are consistently high as these wines are boutique quality and as such need to be closely monitored.
If you did not enjoy the wines, you are covered by our customer promise that states;
Customer Promise
a. Quality - If you buy any of our wines and you don't like a bottle, we will credit your account for the full amount for that bottle. If you have bought a whole case of one particular wine, then we will refund the whole case, including delivery, as soon as we have collected the rest of the wine from you, provided of course that you have only drunk one bottle from the case.
So if you can let us know which bottles were not to your liking we can arrange to have them credited to you.
I would very much like to speak to you, personally, about your experience and resolve this matter to your satisfaction. If I could ask you to drop us an email at reviews@virginwines.co.uk – I will get in touch.
Kind regards,
Virgin Wines Customer Service
Kind regards,
Virgin Wines Customer Service
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“Wow! We were going to order but based on these...”
Written on: 28/02/2013
I found the ad for Virgin Wines in my mail and thought it was a great deal. There were 8 of us at my work who love wine. So we decided to place 8 orders but, out of curiosity, I decided to check online for any reviews and I found this and other sites with terrible reviews for this company. We thought Virgin Airline was a big, reputable company and the Logo in the ad was the same as the airline co. But I think they either purchased the right or borrowed the Logo from Virgin Airline. Anyway,... (read more)
Virginwines's Comment
Written on: 08/03/2013
Hello,
Thank you for your recent post.
I am sorry to hear that you have been put off from purchasing from us due to the reviews you have read.
All of our offers do have terms and conditions stated on the offers and if there are any ongoing memberships attached to the offers, we are careful to ensure that we do have these clearly printed and please bare in mind that all of these memberships are non obligatory. As a second measure we also indicate any terms and conditions on our site also.
Also we offer a customer promise that states that you are free to return anything purchased from us, in full or in part, free of charge and for a full refund.
I would like to think that with this in mind you may reconsider and if you have further concerns I would invite you to contact us prior to placing your order so that you can be 100% satisfied with your purchase.
If I could ask you to drop us an email at reviews@virginwines.co.uk – I will get in touch.
Kind regards,
Virgin Wines Customer Service
Kind regards,
Virgin Wines Customer Service
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“Unwanted case of mixed wines delivered whilst on holiday ”
Written on: 28/02/2013
I have also had a case of wine delivered whilst I was away on holiday. I received a mixed case - which I didn't request and also didn't receive an e mail! To my disgust the case was left in my drive between our two cars and I don't know when it was delivered? If it hadn't been for a neighbours goodwill the case could have been sat there for up to 3 weeks in all the elements and/ stolen and I wouldn't have been aware! I have sent an e mail but have had no reply as yet? When I first ordered... (read more)
Virginwines's Comment
Written on: 08/03/2013
Hello,
Thank you for your recent post.
I am sorry to hear of the experience you have detailed here.
we do strive to offer our customers the best possible service and customer feedback is absolute key for us to do so.
We offer a customer promise that states you have the right to return any wines you have purchased from us or any consequent cases that you receive as a member of our Discovery Club, free of charge and for a full refund.
We also do our best to keep you, the customer, fully informed on all aspects of the services we provide. If at any point you feel your experience is less than we have advertised, we are happy to resolve these issues, quickly, confidently and with your best interests at heart.
If this has not been resolved as of yet, I would very much like to speak to you, personally, about your experience and resolve this matter to your satisfaction. If I could ask you to drop us an email at reviews@virginwines.co.uk – I will get in touch.
Kind regards,
Virgin Wines Customer Service
Kind regards,
Virgin Wines Customer Service
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Showing 1 - 10 of 107 Reviews
“Sharp Practices - High Resistance to Returning the Wine”
Written on: 18/02/2013 by FlyingDutchman2 (1 review written)
Ordered a promotional case of wine for Christmas. All fine, good selection no issues. So far so good. I was led to believe that I would receive future offers on wine (Understood & acceptable!). Today I noticed £97.98 had been taken from my card. I had not ordered anything. On contacting virgin wine they told me Id been sent an email (Not received). The wine has been delivered this afternoon. The selection is not to my taste and Im still drinking the last lot. I phoned them up and could... (read more)
Nigelgiles's Response to FlyingDutchman2's Review
Written on: 23/02/2013
I had exactly the same thing happen to me. A case (12) arrived on my doorstep and my credit card charged £97.98. I did not authorise Virgin Wines to charge my credit card with this amount. I did purchase a case (12) from Virgin just before Christmas for £47.98. I certainly do not require a case of wines at almost £100.
I agree that it is extremely sharp practice by Virgin Wines and to give the excuse that they had sent an e-mail explaining; What?
Charging my credit card without authorisation I would think is illegal.
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Virginwines's reply to Nigelgiles's Comment
Written on: 08/03/2013
Hello,
Thank you for your response to this recent post.
As explained below, we do strive to offer our customers the best possible service and customer feedback is absolute key for us to do so.
We offer a customer promise that states you have the right to return any wines you have purchased from us or any consequent cases that you receive as a member of our Discovery Club, free of charge and for a full refund.
We also do our best to keep you, the customer, fully informed on all aspects of the services we provide. If at any point you feel your experience is less than we have advertised, we are happy to resolve these issues, quickly, confidently and with your best interests at heart.
If this has not been resolved as of yet, I would very much like to speak to you, personally, about your experience and resolve this matter to your satisfaction. If I could ask you to drop us an email at reviews@virginwines.co.uk – I will get in touch.
Kind regards,
Virgin Wines Customer Service
Kind regards,
Virgin Wines Customer Service
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Nigelgiles's reply to Virginwines's Comment
Written on: 08/03/2013
This has now been resolved, but I still think that it is sharp practice and will not be using your company again.
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Virginwines's Response to FlyingDutchman2's Review
Written on: 25/02/2013
Hello,
Thank you for your post.
I am very sorry to hear of your recent experience. The Discovery Club is one of the UK’s largest and most successful wine services and as such we are continually striving to improve it. We do send of all our renewal information via email and we do also instruct you to ensure this email has been saved to your address book so as to ensure these emails are not filtered by your provider. As a fail safe to this we also run the Discovery Club as non obligatory service with no cancellation fees or hidden charges.
The service you have explained above sounds as if the agent you spoke to was explaining your options in regards to your membership and I sincerely hope that we were able to come to resolve satisfactory to yourself.
If however, this is not the case then I would very much like to speak to you, personally, about your experience and resolve this matter to your satisfaction. If I could ask you to drop us an email at reviews@virginwines.co.uk – I will get in touch.
Kind regards,
Virgin Wines Customer Service
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Flyingdutchman2's reply to Virginwines's Comment
Written on: 08/03/2013
It may sound to you like I was having my options explained. To me it felt like a very hard sell with Virgin refusing to take the wine back and insisting I exchange it for an alternative. Virgin took money from my credit card without my authorisation. I had a 10 minute discussion on the postage alone.I was eventually grudgingly promised a full refund. Guess what, I've not received one. Ive been charged £20 postage for the wines I didnt order or want.
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Suyamartins's Response to FlyingDutchman2's Review
Written on: 25/03/2013
Hi, the exact same just happened to me!
But unfortunately I was traveling to DRC when they delivered the wine to my house. My husband did inquire about the box specifying that we didn't order wine. He was told that was a free delivery! I only realized two days ago that £97.98 had been deducted from my account. I am totally puzzled by such dishonest practices. I asked the company to at least charge me the price they gave me in November 2012 when I first order but they don't seem to be willing to do any commercial gesture. I will never use again the company but will also make sure that I bring my case to the right ombudsman as I can't believe that such practices in the UK are allowed. It is the most DISHONEST company I have ever dealt with.
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“Very disappointed”
Written on: 14/02/2013 by JennyDono
Having received the promotional voucher to get a 40% discount we decided to order a case of wine for Christmas. We were really pleased with the order and we did enjoy the product. However. A few days ago I received an emailing from PayPal saying £97.98 was being sent to virgin wines for my order. To my knowledge I had not ordered anything and started to realise the voucher offer was possibly a trick. On contacting virgin wine I was advised that the wine was due to be delivered that day... (read more)
Virginwines's Response to JennyDono's Review
Written on: 25/02/2013
Hello,
Thank you for your post.
I am very sorry to hear of your recent experience. We continually develop and evolve our offers based on previous feedback from customers. I sincerely apologise that you did not feel fully informed of the service that you joined and I would like to assure that the last thing we would ever want is to leave any of our customers feeling 'tricked' as you say.
I would very much like to speak to you, personally, about your experience and resolve this matter to your satisfaction. If I could ask you to drop us an email at reviews@virginwines.co.uk – I will get in touch.
Kind regards,
Virgin Wines Customer Service
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“AWFUL AND OVERPRICED !!”
Written on: 05/02/2013 by brianbear17 (1 review written)
We tried an order with the money off voucher and not impressed at all . With a mixed case we found none of the wines were that impressive not one and think virgin wines could learn a thing or two from the wine society who always deliver ( free I might add ! ) excellent quality wines at an affordable price . It does make you wonder why virgin are happy to give out £40 off vouchers doesn't it ? (read more)
Virginwines's Response to brianbear17's Review
Written on: 11/02/2013
Hello,
Thank you for your post.
I sincerely apologise for the experience that you detail above. As with any company, customer feedback is absolute key to us being able to continue to provide an exceptional service to our customers. We give all of our customers the ability to rate and review the wines that are purchased from us on our website and these comments are integral to making the decision to continue to stock them or not.
Along with this, to ensure you are never left feeling disappointed, we offer you and all of our customers a full money back guarantee for wines you do not enjoy, for whatever reason.
I would like to speak to you about this and the voucher that you used as some of these vouchers do include memberships to our wine services.
So that we can assure that your account is dealt with accordingly, may I please ask you to contact us via the email address stated here? Our email address is reviews@virginwines.co.uk
I look forward to resolving this matter for you fully.
Kind regards,
Virgin Wines Customer Service
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“Extremely Unhappy!”
Written on: 30/01/2013 by RickyCo (1 review written)
I am deeply unhappy with Virgin Wines. Like many others (from reading the reviews below) I also fell victim to using a promotional voucher in order to test their products and was then unknowingly registered to their "Discovery Club", whereby they automatically debit your bank card each quarter for products that you have not knowingly requested. I do not dispute that I agreed to the terms and conditions when using the promotional voucher which evidently contained information about... (read more)
Virginwines's Response to RickyCo's Review
Written on: 31/01/2013
Hello,
Thank you for your post.
I sincerely apologise for the experience that you detail above. Our Discovery Club is one of the UK's largest wine service and is designed with customer satisfaction as the backbone to its success. As a non obligatory service we offer you, the customer the chance to opt out of the service and to ensure you are never left feeling disappointed, we offer you and all of our customers a full money back guarantee.
So that we can assure that your account is dealt with accordingly, may I please ask you to contact us via the email address stated here? Our email address is reviews@virginwines.co.uk
I look forward to resolving this matter for you fully.
Kind regards,
Virgin Wines Customer Service
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“Customer services non existant”
Written on: 13/01/2013 by otterks (1 review written)
I have now written 2 e-mails to virgin wines cancelling my subscription and have received no confirmation or even a have received your e-mail notification. The customer services is exactly the same for virgin media, shambolic! I am expecting the cancelled wines to turn up and then having to argue for a refund etc. Will never use Virgin again for anything!!! (read more)
Virginwines's Response to otterks's Review
Written on: 21/01/2013
Hello,
Thank you for your post.
I sincerely apologise for the experience that you detail above. All of our services are designed to allow you the freedom to control when you would like a case of wine even if you receive a case, we offer you and all of our customers a full money back guarantee.
So that we can assure that your account is dealt with accordingly, may I please ask you to contact us via the email address stated here? Our email address is reviews@virginwines.co.uk
I look forward to resolving this matter for you fully.
Kind regards,
Virgin Wines Customer Service
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“Brilliant Virgin Wines”
Written on: 03/01/2013
I have been with Virgin Wines for 2 years and with Laithwaites for a year. No comparison.Virgin wines win by a mile and have better service, nd better quality and better selection nd are more flexible wiyh the offers. (read more)
Virginwines's Comment
Written on: 08/01/2013
Hello!
Thanks for your kind words, its always great to hear that we have done well and are continuing to go above and beyond with our service.
I will be sure to pass your comments over to whole team.
Many thanks
Virgin Wines - Customer Service
reviews@virginwines.co.uk
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“Use Naked WInes instead!”
Written on: 28/12/2012 by LouiseHart
Took 10 days and constant chasing to deliver, despite the website priding itself on the majority of cases being delivered within 2 days! Call centre were so unhelpful and fobbed me off 4 days in a row saying 'your wine has been loaded on the van for delivery today'. I will never use Virgin wines again, they completely missed the delivery needed for my xmas party. Outrageous. (read more)
Virginwines's Response to LouiseHart's Review
Written on: 08/01/2013
Hello,
Thank you, very much, for taking the time to post and detail your experience.
I apologise unreservedly for the what has happened and I would love to get in touch with you personally to put this right. If I could ask you to drop us an email at reviews@virginwines.co.uk with your contact information, I will get in touch.
Kind regards,
Virgin Wines Customer Service
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“most unfair business”
Written on: 17/12/2012 by banna
I have very similar experience with Virgin Wines as so many other victims I read in the bad reviews. I unfortunately registered with them after receiving a voucher and ordered a box of wine. Then one day I was delivered a box of wine which I haven't ordered, first I thought it must have been a promotional wine to taste. I still didn't understand why I got the delivery and checked my bank account where I noticed they charged me nearly 90 pounds for an order, which I have never placed!!! Then... (read more)
Virginwines's Response to banna's Review
Written on: 21/12/2012
Hello,
Thank you for your post.
I sincerely apologise for the experience that you detail above. It would appear that you have been introduced to one, or more, of our extremely popular wine clubs. If you drop us an email, so that we can get in contact, I will walk you through the signup process that you followed and let you know where everything is explained. Our email address is reviews@virginwines.co.uk
I look forward to resolving this matter for you fully.
Kind regards,
Virgin Wines Customer Service
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“Don't expect them to be able to deliver!”
Written on: 14/12/2012
I joined Virgin wines after being offered a £40 voucher towards a case of wine. Having thought this was a great idea and thinking 'this would be a great addition to take to a family holiday pre-Christmas. How very wrong was I!! After trying to order using the online process and failing because their website didn't like my name and address, I then attempted to order via the telephone. A gentleman saw what was wrong, rectified it and placed my order. Wonderful, you would think!? Nope, he... (read more)
Virginwines's Comment
Written on: 15/12/2012
Hello,
Thank you, very much, for taking the time to post and detail your experience.
I apologise unreservedly for the what has happened and I would love to get in touch with you personally to put this right. If I could ask you to drop us an email at reviews@virginwines.co.uk with your contact information, I will get in touch.
Kind regards,
Virgin Wines Customer Service
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“Not reputable behaviour - give virgin wines a miss”
Written on: 13/12/2012 by Alisonand (1 review written)
Don't bother. I always read the small print and looked for anything to opt out of and though I'm sure the fact that they were signing me up to a club and going to take another £96 off me and arrive with a case of wine I didn't want when all I wanted was to buy one case to try must have been stated, I didn't see it. i got most of my money back easily after refusing delivery of the unasked for and unwanted second case but they kept a £8 or so delivery fee - which effectively ups the cost of... (read more)
Virginwines's Response to Alisonand's Review
Written on: 15/12/2012
Hello,
Thank you for your post.
I am very sorry to hear of your recent experience. We continually develop and evolve our offers based on previous feedback from customers. I sincerely apologise that you did not feel fully informed of the service that you joined.
I would very much like to speak to you, personally, about your experience and resolve this matter to your satisfaction. If I could ask you to drop us an email at reviews@virginwines.co.uk – I will get in touch.
Kind regards,
Virgin Wines Customer Service
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See next 10 reviews
Showing 11 - 20 of 107 Reviews
“TAKE CARE - it's nothing short of a con. ”
Written on: 07/12/2012 by mrssue
After you have made your first order, they then use your debit card EVERY MONTH to debit money directly from your bank account - in my case £25 a month. Check your bank account very carefully because you may miss it. When I called to complain I was told it was an opt out option - in other words unless you SPECIFICALLY OPT OUT, they automatically opt you in. It is a disgraceful way of doing business and I will never trust Virgin anything ever again. If I could write to Richard Branson to... (read more)
Virginwines's Response to mrssue's Review
Written on: 10/12/2012
Hi mrssue,
I sincerely apologise that you were unaware of the WineBank service you joined. If you take us up on an introductory offer to join our WineBank service, you then start to save with us on a monthly basis. We generously give you 20% Interest, on every payment, which you can use to spend on wine! As with all of our services, there is no obligation, and if you want to end the service you can have all your unspent funds, that you have paid in, refunded – there really is no lose!
Drop me an email at reviews@virginwines.co.uk, and I will walk you through the signup process you followed and discuss how WineBank is a great service to be a part of!
Kind regards,
Virgin Wines Customer Service
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“Virgin WInes Con”
Written on: 04/12/2012
GOT a offer of a case of wine from virgin after spending thousands on a virgin holiday, which i purchased. Un beknowing to me having not read the smaller than small print they have billed me for another case costing £100 pounds as a regualar debit/purchase. not only have they sent me a case without my knowledge thay have also managed to find out what my new debit card number is as it has changed since my original purchase. Outrageous!!!!! How do they get away with it (read more)
Virginwines's Comment
Written on: 10/12/2012
Hi,
I am very sorry to hear of your recent experience.
If you could drop me an email, to get in contact, I can walk you through the signup process that you followed and the service that you joined. My email address is reviews@virginwines.co.uk, I look forward to hearing from you.
Kind regards,
Virgin Wines Customer Service
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“Ignoring requests to cancel "membership".”
Written on: 07/11/2012
I received a voucher from Virgin Wines with a half price offer to try a case of wine. Going on-line and looking at the conditions, I found that this was not such a good deal as there was a minimum price for the case that had to be fulfilled before the 'discount' could be applied, which made the discount practically worthless as the average price of a bottle was over £7, and far more if you wanted decent bottles. However I gave it a try. Wasn't impressed and decided not to order... (read more)
Virginwines's Comment
Written on: 08/11/2012
Hello,
I am very sorry to hear the experience that you have had recently.
Drop me an email at reviews@virginwines.co.uk and I can walk you through the signup process that you followed, and action any request that you have.
Kind regards,
Virgin Wines Customer Service
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“Lovely wine”
Written on: 06/11/2012 by ikerslake
I've just tried my first bottle after a groupon voucher purchase (on the understanding that I have now joined the winebank) and thought it was lovely. I've just used another voucher and bought a further case (now discovery wines/3 months) so we're stocked up for christmas- we're really looking forward to trying them. I easily buy a bottle of wine per week from the supermarket, which is the equivalent to a case every 3 months and I'd much rather this which is undoubtedly better quality for a... (read more)
Virginwines's Response to ikerslake's Review
Written on: 08/11/2012
Hello,
Thank you for your post.
It’s great to hear that your enjoying our wines. Our wine buyers ‘live and die’ by the customer ratings on our website, so why not let us know how you found a bottle or two. Plus every time you rate a wine we give you free delivery on the next order that you place on the website – good huh??
Most importantly enjoy the wines and our service!
Kind regards,
Virgin Wines Customer Service
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“Stole Money From Me!”
Written on: 18/10/2012 by LuisaB (1 review written)
I signed up to the wine club as a gift to my father. I live in the states now and we rarely see each other. I skipped my most recent delivery upon receipt of notice that it was about to go out. I was shocked to notice a couple days later that a $160 charge was going out of my account! I immediately sent an email alerting them to the mistake and requesting the charge to be cancelled. It was two more days before I got a response, which was pretty much, "yeah, we did get your skip notice, don't... (read more)
Virginwines's Response to LuisaB's Review
Written on: 08/11/2012
Hello,
I am saddened to hear of your recent experience. I can reassure you that this is certainly not indicative of our normal level of service – as this is extremely high.
Drop me an email at reviews@virginwines.co.uk and I promise to resolve this matter to your complete satisfaction.
Kind regards,
Virgin Wines Customer Service
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“Terrible....”
Written on: 16/10/2012 by janakudlackova (1 review written)
I signed up to get a box of wine. I didn't realize I was automatically signed up with a membership and they sent me another box without asking me. I moved a house and forgot to change my address at virginwines.co.uk. They sent a box of wine, without even letting me know and I found later on that almost 100pounds was taken from my account for wine which I didnt even get it. Phoned them and asked what to do. The answer : find the box, we will collect it and refund your money back. EXCUSE ME?... (read more)
Virginwines's Response to janakudlackova's Review
Written on: 17/10/2012
Hello,
I am very sorry to hear of your recent experience. I can assure you that this is certainly not indicative of our service, as this is usually of an extremely high standard.
We do, of course, inform you of any subsequent cases that are being despatched, so I am sorry if you didn’t see this. I would like a chance to resolve this matter to your satisfaction and if I could ask you to email me on reviews@virginwines.co.uk, I will be in contact with you.
Kind regards,
Virgin Wines Customer Service
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“Absolutely Ridiculous”
Written on: 15/10/2012
I emailed help@virginwines.com telling them to unsubscribe my email address and I don't want to order any more wine. - I did this 3 weeks ago as I knew many people were being sent wine without realising and being charged for it. I have now been sent a case of wine and charged for it - this is completely unreasonable. This is ridiculous as I DID NOT AUTHORISE THIS CARD TRANSACTION and actually emailed to cancel my account 3 weeks prior. Am very confused and don't understand how they can... (read more)
Virginwines's Comment
Written on: 17/10/2012
Hello,
Thank you for bringing this to our attention.
I am saddened to hear that we have not actioned your cancellation request. Would you be kind enough to email me at reviews@virginwines.co.uk - I can then investigate this matter, fully, and confirm your account has been cancelled.
Kindest regards,
Virgin Wines Customer Service
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“They count on you to be stupid...”
Written on: 03/10/2012 by JCM70
I joined this club and was quite pleased at first. The initial case I ordered was pretty good. There was only one bottle that I thought was poor quality. The second case came and was very disappointing. So much so, that I decided to take them up on the return/refund/credit policy. I called to ask for credits for several bottles of wine and when the credit amounts showed up on my American Express statement, they were far from the amounts listed as the purchase price of the wine. ... (read more)
Virginwines's Response to JCM70's Review
Written on: 10/10/2012
I apologise, unreservedly, for the experience that you have had and I can assure you that this is certainly not, in any way, indicative of our normal level of service.
You appear to be a Virgin Wines US customer. I have contacted them and they would love a chance to put this right - if I could ask you to contact them on service@virginwines.com it would be most appreciated.
Regards,
Virgin Wines UK
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“VERY GOOD SERVICE AND GOOD WINE”
Written on: 17/08/2012 by clivemaria (1 review written)
Let's get straight about this. You are paying for a service and the provision of wine on your doorstep every three months. We have been members for at least six years now and over the last 18 months have been using the service properly. The wines are generally very very good. If you don't like any of them just contact your personal wine advisor - mine is Jason - and work out how to proceed. He has been brilliant with instance responses and actions taken. We've now worked up a pretty good... (read more)
Virginwines's Response to clivemaria's Review
Written on: 31/08/2012
Hello,
Thank you very much for telling us how your finding the service!
I will pass your thanks onto Jason personally, and let everyone know he's doing a great job and keeping you happy! :-)
Kindest regards,
Virgin Wines Customer Service
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“Truly misleading trading practice”
Written on: 04/08/2012 by ALARMINSTALLER (2 reviews written)
We were offered a special wine purchase deal thro Virgin money which looked good, we were aware that we would be offered with a choice future wines. The wines were delivered and were good. We then expected to be offered a choice of wines after a period of time. We went on holiday leaving our grandson to look after the house, there was a knock at the door and a van driver tried to deliver a crate of wine which we had not either selected or ordered, fortunately my grandson refused... (read more)
Virginwines's Response to ALARMINSTALLER's Review
Written on: 08/08/2012
Hello,
Thank you for you comments.
I am saddened to hear of your experience with our Wine Club. I, also, thank you for contacting us to bring this to our attention and allowing us to resolve it for you.
If, however, you feel that during your contact every part of your signup process was not explained in detail, or the method of attempted delivery was not fully investigated, please contact me on reviews@virginwines.co.uk. I will then investigate and resolve this matter to your satisfaction.
Kindest regards,
Virgin Wines Customer Service
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Alarminstaller's Response to ALARMINSTALLER's Review
Written on: 09/08/2012
Thanks for your reply, I repeat the wines were good that we had delivered what was extremely bad was the fact that you sent a crate of wine selected by you, and then automatically took payment from my credit card.
Allegedly you sent an email which we never saw because of one of two facts, one my computer classed it as junk OR the most likely was we were on holiday for 4 weeks and never take a computer on holiday.
Virgin did repay IMMEADIATLY the money to my card however certain facts MUST be considered.
1. It is wrong for you to select wines then send without agreement of selection.
2. It is wrong to automatically take payment.
3. It is wrong to deliver without permission to a home where an under 18 might take delivery or a workmen, domestic cleaner etc might take delivery.
You need to confirm a selection and delivery date BEFORE you deliver.
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Showing 21 - 30 of 107 Reviews
“Virgin wine voucher - read the fine print”
Written on: 30/06/2012
Shame on Virgin Wines using the old scam of when you buy some wine sending more in a months time and re-charging your card! Then when you go online to cancel, surprise, surprise, you can't cancel online. Oh, they make it easy to take your money online, but oh no, you have to call during their business hours. And when you do cancel they still keep your account open. You go online to cancel your account, and again, you can't, you have to call and then they tell you they can't remove your... (read more)
Virginwines's Comment
Written on: 04/07/2012
Hi,
Thank you very much for your feedback.
I sincerely apologise for the experience that you have had. There are a couple of ways to both end a service with us and close your account completely: give us a call or email us. We don't want to make anything difficult, it simply gives us the chance to get feedback from you which further improve our products and services.
I cannot reassure you enough that the service you mention, which provides you with a regular delivery of wine, is not a scam. If you would like to email me on reviews@virginwines.co.uk - I will walk you through the process through which you joined, and where the service was explained.
Kind regards,
Virgin Wines
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Jeanieh's Comment
Written on: 30/08/2012
Thanks for posting this - I bought a case from Virgin Wine via the Travel Zoo website and hadn't fully realised that they start sending you wine from then on. So, I've emailed tham asking them to close my account and we'll see what happens. Fingers crossed.......
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“Is anyone going to review the quality of the wine?!”
Written on: 29/05/2012 by thdrake (1 review written)
Fantastic Wine :) It annoys me that all the reviews on here are basically by people who were expecting wine for free! Well, the world doesn't work like that, especially the world revolving around groupon. With any offer, everyone knows that you're probably signed up to go on to some kind of membership. Amazon Prime, etc, etc. I join Virgin wines because I had a £40 voucher, and yes, I was signed up to a rolling contract, which I immediately cancelled. I was then contacted by email by... (read more)
Virginwines's Response to thdrake's Review
Written on: 08/06/2012
Thank you very much for taking the time to write a review. Great to hear that you are enjoying the wine and have found a service that is perfect for you!
We look forward to your next order!
Many thanks,
Virgin Wines
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Alarminstaller's Response to thdrake's Review
Written on: 04/08/2012
I have and accepted having every 3 months re orders HOWEVER I did not expect a crate to turn up unsolicited, without any choice of wines OR to just turn up when we was on holiday !!
That is wrong and could have been illegal as my grandson was only 15 UNDER 18 !! and was looking after our home with our son whilst we was on holiday, thankfully he refused to accept the crate.
No choice and a hefty bill with wines selected which Virgin Wines believed I might want.
THAT IS WRONG END OF!!!
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“Are the other reviwers mentally challenged?”
Written on: 25/05/2012
Ok so I've joined Virgin wine CLUB, I thought I would read the reviews of the wine selections that are sent, value for money, ease of return, utilising the satisfaction guarantee ect & to my horror & shock I read review after review of numptys bleating on about having illegal, unsolicited goods delivered every 3 months!! Ummmm now having taken the time all 60 seconds to read that I'm ordering a discounted sample box, a taster if you like & that I will every 3 months receive another crate &... (read more)
Virginwines's Comment
Written on: 08/06/2012
Thank you for your review.
Our introductory offers are continually evolved following feedback from our customers to ensure that they are as informative and transparent as possible. Therefore, I am pleased to hear that you have understood your offer with ease.
I trust that you will enjoy your first case in the service and remember all our wine is covered by our 100% satisfaction guarantee.
Many thanks,
Virgin Wines
Reply to this comment
“Planes, Trains and Morons”
Written on: 08/05/2012
Had a membership - first shipment was actually good. Had to cancel because of a recent health diagnosis so I called to do so, the agent cancelled the acct but failed to cancel the upcoming shipment which precipitated my call in the first place. Called back 2 days later when I see the charge coming across my bank account. Called again, got the usual customer service speak included with all the reasons why they couldn't stop the shipment. However after the fact the shipment was not even... (read more)
Virginwines's Comment
Written on: 08/06/2012
I apologise, unreservedly, for the experience that you have had and I can assure you that this is certainly not, in any way, indicative of our normal level of service.
You mentioned Fedex so I assume that you are a Virgin Wines US customer. I have contacted them and they would love a chance to put this right - if I could ask you to contact them on service@virginwines.com it would be most appreciated.
Regards,
Virgin Wines UK
Reply to this comment
“You will be telemarketed to!”
Written on: 17/04/2012
Bought some wine and wine club through a Groupon. Everything was fine until a few months later, when they started calling us several times a day. They would shout my name on the voicemail, then hang up. It was pretty easy to Google the phone numbers and link these harrassing calls to Virgin Wines. When I called Virgin Wines, they said that they are telemarketing their own customers! From now on, I'm buying my wine at the grocery store -- it's cheaper, I get to pick it out, and I am not... (read more)
“didn't know I joined a membership”
Written on: 06/04/2012
I signed up to get a box of wine via american express. I didn't realize I automatically get signed up with a membership and they sent me another box without asking me. Now I have to go thru the hassle of decling it and figuring out a way of sending it back. (read more)
Virginwines's Comment
Written on: 08/06/2012
I am saddened to hear that you hadn't realised you were a member of our club.
We’d love a chance to go over the sign up process that you followed with you, if you are a US customer please contact service@virginwines.com and if you are a UK customer contact reviews@virginwines.co.uk.
Regards,
Virgin Wines UK
Reply to this comment
Emmabell1981's Comment
Written on: 11/06/2012
yes- you need to watch that part of it. Its not made clear its a monthly wine plan.
They took £50 from me before I noticed. To be fair they refunded it without any problem but its still a con!
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“Did anyone do any research?”
Written on: 05/04/2012
I received a voucher this morning.... and here I am! Thanks for all the info, but if you would have paid attention you would have known and had 3 months to cancel! Also, if you don't like wine... and don't want it to arrive every 3 months... maybe you should just buy it from the grocery store? I have yet to order, but THANKS to my research before placing my order--I will be SURE to cancel any club if I do not want 12 bottles every 3 months. This took me 5 minutes of reading/researching and... (read more)
Virginwines's Comment
Written on: 23/05/2012
Hi,
Thank you very much for taking the time to read into one of our offers. Our signup offers give you a chance to try our wines and at a great introductory price. Once you have enjoyed the first case you can then make the decision if you would like future selections. I can assure you that there is no obligation and you can cancel at any time. For more information please contact service@virginwines.com.
Regards,
Virgin Wines
Reply to this comment
“Seem to be some very unhappy campers on here?”
Written on: 29/03/2012 by anthonyprime (2 reviews written)
OK, to start, no one gets anything for nothing in life. Virgin Wines (whoever owns them) are a business not a wine charity. All those who are bleating about being hoodwinked into joining "a club" should really consider why they assumed anyone would sell them half price wine? If the can't accept that then I have a lovely piece of marshland in southern Spain that I'm looking to sell to build a golf course on. Before I placed my first order I read the small print and decide it didn't look to... (read more)
Virginwines's Response to anthonyprime's Review
Written on: 23/05/2012
Thanks for your comments. Don’t forget we have a 100% satisfaction guarantee, so if you ever come across any wine you’re not completely happy with – let us know!
Thanks,
Virgin Wines
Reply to this comment
“What a nightmare!”
Written on: 14/03/2012 by Disgruntled58 (1 review written)
Like many others on here I joined through a Groupon offer. What a mistake that was! The initial case came with the wrong selection (Reds) and it was supposed to be mixed. I had to deal with customer service to return it and get what I originally ordered. What actually happened is an additional account was created & now started receiving cases of both and of course being charged for both. The "mythical" emails prior to delivery never reached me (thoroughly checked my spam folder to no avail).... (read more)
Virginwines's Response to Disgruntled58's Review
Written on: 23/05/2012
Hi,
I am very sorry to hear that your experience of our service has not been a positive one. We’d love a chance to put this right, if you are a US customer please contact service@virginwines.com and if you are a UK customer contact reviews@virginwines.co.uk.
Regards,
Virgin Wines UK
Reply to this comment
“Absolutely disgusting!”
Written on: 09/03/2012 by kat1991
I first ordered from Virgin wines in December 2011, granted I should have read the small print and realised they would be taking a payment for a new case of wine 3 months later. However, I didn't and when I had £96 taken out of my account I was definitely surprised! The most surprising thing is that somehow Virgin Wines managed to get my new bank card details, which had only been issued a week before the second payment was taken! When I spoke to Virgin Wines, they said they would happily... (read more)
Virginwines's Response to kat1991's Review
Written on: 23/05/2012
Hi,
I am so sorry to hear that your wine delivery came as a surprise to you. Our signup process is meticulously developed with the customer in mind, however I apologise if you haven’t found this clear. We would only update your card details through our Card Updater Service with Visa and MasterCard, but again I apologise if this wasn’t explained to you succinctly. Please contact us at reviews@virginwines.co.uk so that we can resolve this matter to your satisfaction.
Many thanks,
Virgin Wines
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Showing 31 - 40 of 107 Reviews
“Oh dear everybody...”
Written on: 08/03/2012 by louisera
Does 'read the T&Cs' never occur to any of you lot?! The Amazon voucher very clearly stated that you would be joining the wine CLUB. Not only was it emphasised beforehand that this means a regular delivery every 3 months ish, but they send you an email well in advance of every delivery that clearly states that you should just give them a ring if you don't want it this time round. Virgin Wines' customer service is fantastic. When I call to cancel a delivery there are no questions asked, we... (read more)
Virginwines's Response to louisera's Review
Written on: 23/05/2012
Thank you for your feedback. Very simply, our signup offers give you a chance to try our wines and at a great introductory price. Once you have enjoyed the first case you can then make the decision if you would like future selections. I can assure you that there is no obligation and you can cancel at any time.
Many thanks,
Virgin Wines
Reply to this comment
“tVirgin Wines Dcam”
Written on: 06/03/2012 by playbus
I have eventually got a reply from Virgin Customers Services after they had sent me q case of wine and taken £96 from my account without any communication whatsoever. I bought a groupon deal from then and seemingly this meant that I joined their wine club which resulted in the unauthorised bank withdrawal and the unwanted wine arriving at my back door! The latest communication is that they will pick up the wine and refund me but this should not have happened in the first place. Bad... (read more)
Virginwines's Response to playbus's Review
Written on: 23/05/2012
I am very sorry to hear that this delivery took you by surprise. We constantly evolve our signup process to ensure that we are completely transparent about our introductory offers. However, I am sorry that you have not found this offer clear. Drop us an email at reviews@virginwines.co.uk so that we can resolve this matter to your satisfaction.
Thanks,
Virgin Wines
Reply to this comment
“Virgin wine scam”
Written on: 04/03/2012 by Fudge5 (1 review written)
Exact same thing happened to me, unauthorised money being taken from my account and wine I did order. I was on hold to virgin for 20 minutes when I had to give up for fear of bankruptcy and I have had no reply to my two email messages to as the virgin website suggests. Does anyone know how to get to the bottom of this and the governing body to complain to? I am livid, want my money back (best part of £100) and for this not to happen to anyone else (read more)
“Virgin Wine Scam!”
Written on: 04/03/2012
Similar to many of the previous reviews, I too was fooled into thinking I was getting a good deal from Virgin when I used a voucher from Amazon for £40 off 12 bottles of wine in November. Little did I know that some 3 months later, a payment of almost £100 would be taken from my credit card and a further 12 bottles delivered to my door. The first I knew about it was yesterday, over a week after payment had been taken, when I received a telehone call from YODEL advising me that this was... (read more)
Virginwines's Comment
Written on: 23/05/2012
I am sorry to hear that your experience of our wine club has not been a positive one. We work very hard to ensure that the signup process of our offers is completely transparent and I apologise that you haven’t found this the case. Drop us an email at reviews@virginwines.co.uk so that we can resolve this matter to your satisfaction.
Thanks,
Virgin Wines
Reply to this comment
“Its a SCAM”
Written on: 01/03/2012
I can't believe a company as big as Virgin could be this bad . I purchased 12 half price bottles before Christmas and somehow I joined the Virgin wine club .. They delivered another 12 bottles this week 23/2/2012 costing a whooping £96.98 and I didn't even order anything . Very very shabby.. Do not order anything from these crooks . (read more)
Virginwines's Comment
Written on: 01/03/2012
Hi,
We would really like to get your concerns with the Discovery club case sorted straight away. Could you send us your account number and contact details to reviews@virginwines.co.uk and I will take this up with our customer services team right away.
Thanks,
Virgin Wines
Reply to this comment
“THE BIG SCAM”
Written on: 29/02/2012 by TonyScott2 (1 review written)
My wife has just experienced the same problem as most of the recent reviewers. She emailed Virgin Wines on 9 February cancelling her Membership and instructing them not to send any more of their wines. Lo and behold a case turns up on 27 February and £96.50 taken from her account without any authorisation. Virgin Wines have not responded to two emails about this and so a telephone call was made today to their, so called, Customer Services who were , to say the least rude. They were not... (read more)
Virginwines's Response to TonyScott2's Review
Written on: 23/05/2012
I am very sorry to hear that this delivery took you by surprise. We constantly evolve our signup process to ensure that we are completely transparent about our introductory offers. However, I am sorry that you have not found this offer clear. Drop us an email at reviews@virginwines.co.uk if this matter has not been resolved to your satisfaction already.
Thanks,
Virgin Wines
Reply to this comment
“Virgin Wines Scam ”
Written on: 29/02/2012
I Have just had the same experience as many other reviewers on here . I ordered a box of wine for Christmas , checking that I didn't have to join any club to receive it,but yesterday I noticed a debit of £96 from my bank account . Then a box of wine turns up at my door . No email to let me know, or give me the chance to cancel . They added me to their discovery club , which automatically sends you out 4 x 12 bottle cases of wine a year at inflated prices for the quality of the wine!! This... (read more)
Virginwines's Comment
Written on: 01/03/2012
Hi,
We would really like to get this issue sorted for you. Could you send us your account number and contact details to reviews@virginwines.co.uk and I will take this up with our customer services team right away.
Thanks,
Virgin Wines
Reply to this comment
“Scam!”
Written on: 29/02/2012 by aandp
Ordered a great box of wine for a Christmas gift but 2 months later another turns up on my door. I can't get hold of anyone on the phone. Have been waiting and waiting. Have sent them an email. I am now contacting my credit card company. Now having read other people's entries I see that this is a reoccuring strategy to extract money for previous customers. Its a bad rap! Don't do it unless you want to be tied in. (read more)
Virginwines's Response to aandp's Review
Written on: 29/02/2012
Hi,
We would really like to get this issue sorted for you. Could you forward on the email you have sent to us to reviews@virginwines.co.uk and I will take this up with our customer services team right away.
Thanks,
Michael
Virgin Wines
Reply to this comment
“Unsolicited wine, no email notification”
Written on: 29/02/2012 by NeilM2012 (1 review written)
Had the same experience as other reviewers - took up the Groupon offer, received wine I was very happy with, but this week a case of wine arrived with no notice by email that it was coming. I manage my junk email carefully, and nothing from Virginwines. I called the call centre and they insisted the email had been sent, and re-sent it. That re-send did not arrive, so I sense a systematic failure to send the email that allows the customer to review the wine, and cancel if necessary. They'll... (read more)
“Virgin sales tactics and deceptive practice”
Written on: 28/02/2012
i ordered in november while abroad via groupon voucher. i could not redeem due to location, so my wife did. delivered great value. Now in february thay have taken some 89.00 from her account without notice. There is no complaint procedure - only circular references bringing you back to home page. This is deceptive practice by Virgin sales staff and dishonest. This is 2nd incident of money theft with a virgin company (leisure formerly esport) in 3 months. absolutely disgusted that complaints... (read more)
Guest's Comment
Written on: 14/03/2012
So why the 4 stars?? I have received nothing but horrible service from this club. If it were possible I would rate it a negative 4 stars!!
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Showing 41 - 50 of 107 Reviews
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Virginwines's Response to Suyamartins's Review
Written on: 04/04/2013
Hi,
Please accept my apologies for all the confusion and inconvenience that has been caused by this issue. With our membership we place all the information regarding the club membership on the voucher, website and then email you immediately to ensure you are aware you have joined. We also send you an email before any case is despatched to ensure you have a chance to cancel the case if you are going to be away. I really do apologise if you either were not aware of this or did not receive this communication. I do hope that you have spoken to our customer service team and the issue has been resolved. However if it has not been, we would be more than happy to look into this for you. If you could pop an email to reviews@virginwines.co.uk with your details we will look into this immediately.
Kindest Regards,
Virgin Wines