Very annoyed that the Whisky Exchange let me down with an order intended for a birthday gift. Due to poor communications, they left the order on hold until a further reply from an initial order query - without making me aware of this. After the birthday had passed, I had to track the order to find out that it was still in the warehouse 'being processed'. I phoned customer service, fully expecting what had happened but hoping that they could help to rectify the situation by shipping this out immediately. Despite it being early Friday afternoon, the earliest they would send it is Monday! Not really meeting my expectations and so I had to cancel the whole unsatisfactory order. Very annoyed and have now purchased a gift with someone else to make sure it gets there sooner. Not only that, but just got made even angrier when the customer service representative at Whisky Exchange tried arguing to tell me that this was my fault for not replying! Communication skills at this company need to improve. Not sure what is happening at this office - I phoned the complaints helpline to be told by the first person I spoke to that this is not their department and they are just covering the phones because noone IN this department was available. I will not use this company again and because I am so angry at how my call was handled, I will advise my friends and family to use a rival company instead. This could easily have been turned around to a positive result.

I attempted to order a rum not available here in the United States. The problem occurred when the order was handed off to their contracted "carrier agents" once the order reached New York. After ten days of a "pending" status with FedEx, I discovered through FedEx that only shipping label had been created and no actual package was sent for shipping. I then request an inquiry with the Whiskey Exchange on the actual whereabouts of my order. I was then promptly told that the company was informed by the "carrier agents" that my order was damaged and destroyed in transit. I really do think my product was either re-sold or consumed by the carrier agents. My main concern is that I wasn't informed that my package was damaged, and the company wouldn't make any attempt to expedite a second order. My order was fully refunded, but the service provided was very disappointing.

Super service. I had 2 bottles sent to France for a friend's birthday. They took no time at all and very reasonable price. I made an error on Saturday when ordering online and ordered twice. When contacting by telephone on Monday they immediately rectified my mistake. What a superb Company

Couldn't tell users here whether their products are as described as they haven't arrived. Management of their supply chain is also poor, the quote from the person I spoke to at The Whisky Exchange, "we can only use that parcel company". - They're helping you lose customers! We've been messed around and lied to by the parcel delivery company and when I asked for a refund as I'd had enough of being mucked about, was told no. Because, they'd made an attempt to deliver. Well, as they'd requested a delivery preference, got my reply, agreed to do so then blatantly ignored it and subsequently lied with goods still not received and to cap it all leave a card to tell me to collect the parcel from their 'local' depot - 15 miles away! After-all I had paid for a home delivery. A refund is the least they could do As it stands I would not recommend them at all - AVOID! There are better companies that do the same products, with a far better focus on their customers

I ordered a bottle of Single Malt Irish Whiskey for Father's day 2016 and paid specifically to be delivered on Fathering Sunday - the delivery fee for this was quite high. The whiskey did not arrive on Fathering Sunday, but instead a few days later. The company did not contact me to inform me of this delay ... instead they waited for me to contact them ... of which, there was no real apology just an explanation that they will look into what has happened. Again, after no response (and a few days after the product had arrived) ... I chased them for an explanation ... only to get a very measly email explaining it was the delivery companies fault. Unfortunately I did not get to pick the delivery company and therefore it is still the Whiskey Exchanges fault and name that is tarnished as a result. They offered to simple pay the difference in delivery charges - which at this point is hardly worth it ... I feel some compensation should have been given. I received terrible service and not much better customer service ... I will not be using this company again... plus I will not recommend to my friends ... further more i will actively discourage anyone who thinks about buying from the Whiskey Exchange as they are a huge let down!!

I was massively disappointed with my experience, and 10 days after ordering a product on EXPRESS delivery - it still hasn't arrived. The staff on the phone were quite abrupt and rude and to be honest I'm questioning if I'll ever get my order. I'm absolutely livid. If you're a paying customer of quality goods and don't expect to be treated like a fool!

I order 4-6 bottles of whisky from TWE now and then. They offer an opportunity to get hold of whisky that is unavailable here in Norway. I would use TWE more if the prices also could compete with the local Norwegian prices at "Vinmonpolet". Unfortunately they can't after tax, toll and transport costs have been paid. So mainly I will buy whisky that can't be found in Norway or special offers for more expensive whisky, like Highland Park 30 yo. For a delivery of six bottles, one bottle of Port Askaig 19 yo was broken. TWE sent me a new bottles straight away at no additional cost and also offered to replace the other bottles due to miscolouration, if I was a collector. I'm not. I then had to pay new toll and taxes for the replacement bottle, since Norwegian rules are very strict for alcohol. TWE also quickly paid this additional cost without any questions. So even if the bottle was broken I still buy form TWE when the price is right and I highly recommend them. They also have a friendly Facebook page where you can get advice on whisky.

I've made purchases on this site for years and had been recommending the site to my friends. I enjoyed finding rare bottles for gifts. But this last gift was such a huge disappointment I can no longer purchase or recommend this company. The bottle came in beat up packaging, leaking, with a destroyed cork. After contacting the company and sending pictures. They apologized and offered a small discount towards a new bottle. Unfortunately this discount won't even cover my shipping costs (as I am overseas). Whiskey is a very high end, expensive, specialty item. That is what I ordered. I did not receive my order. I did not receive proper compensation (the bottle I asked for and paid for). I will be replacing my friends gift with a local find.

Packaging was very nice! I love the special detail and attention with the packaging.

I have ordered from them many times and have never been dissapointed. Everytime I am in London I make it a must to go and visit them in their shop. Its not like walking into a normal shop, its like walking into someones (very large) front room. The staff are always willing to help you and its clear that they not only enjoy their job but they are passionate about it too. It is the only shop I have ever been in where I get the feeling that the staff would still work there even if they did not need to. Shipping is bubble wrapped and boxed in a sturdy box. The bubble wrap is the standard bubble wrap you can buy in most stationary stores so could be better, but I have never had any problems with any bottles I have ordered.

My first transaction on thewhiskyexchange.com was a nightmare....with a final hammer on the coffin being that my order was cancelled since there was zero coordination among the various departments...I ordered a hanyu ace of clubs on the 3rd of June and got an email on 5th of June to prove my identity which I did send details on 6th of June......subsequently no intimation and finally an email on the 17th of June that my order was cancelled since stocks were sold out.....the relation manager sent me a sorry email for the confusion and since stocks were sold my order was cancelled....I expected much better but this was truly a painful experience

Used to spend at least £50 a month on this site, have been using it for a couple of years and never had any problems. All of a sudden last month I was charged an extra £5.00 delivery charge to my address in Northern Ireland. No idea when this was introduced and no idea why when its Parcel Force who deliver and they do not charge any extra to send post from Northern Ireland to England so why the extra charge from Whisky Exchange. Anyway I wrote to them and did not get any reply or explanation, they have lost a very good customer and I can get a great range of whisky from another site who does not charge a rediculous amount for postage.