Berry Bros. & Rudd Reviews 83

I have to say what a great company. I am new to Berry Bros. & Rudd, only having placed a few orders and everything has been perfect. There was a minor problem with the delivery (my error) which was rectified almost immediately by their customer care team. Very personal email exchange which I was impressed with. Awesome service!

I switched from Laithwaites to BBR during the pandemic and every experience I have had has been superb. On the odd occasion I have had to speak to customer service, I’ve found them so helpful and knowledgeable. Have recommended to my friends and family.
Thanks BBR!

Company advertising that they can deliver to Sweden with no issues, placed order and weeks go by when I finally find out actually, they have no clue about the regulations when importing to Sweden, but not only that, were refusing to do anything to help and expected me to contact their courier to sort it out, several back and forth emails they finally do the job they’re paid to do only to come back and say that they can’t fulfil the order, but even better, won’t refund my money until they get their stock back....considering myself nor the intended have received the stock because it can’t be fulfilled I am not sure how that becomes my problem whereby the consumer has to wait for them to sort their mess up to receive a refund for an unfulfillable order. Joke of a situation and will never shop with them again, nor recommend anyone within my network use them as well. Steer clear, better suppliers on the market that know the meaning of customer service

Great wine, great service so far. I would much rather spend £10 to £20 on a bottle with Berry Bros & Rudd than the supermarket - the wines I have ordered so far have been of vastly better quality and also superior to other online retailers such as Laitwaites.
They don't seem to go in for gimmicks to lure you in - they just sell great wine.

Took several attempts and multiple follow ups to deliver a birthday gift order which was beyond late when it arrived. Lack of proactive follow up by customer service and a challenged delivery driver. Have had other delivery’s find location no problem.

I have ordered from them(BBR)before, I recently placed an order for £1400 of fine wine. Early in the New year. The wine was delivered and left near the back of the house in freezing conditions and I did not know. I do have a note to leave deliveries by the back door on the account, although it was left on some wood on my drive....not near the back door. I luckily noticed by chance and the wine was nearly frozen and it made me worry it may of been frozen during its delivery journey. The package was also not fit, offering little frost protection. Freezing would ruin the whole 1400 pounds worth. I received an email asking for feedback a day or two later, so I thought it worth mentioning to BBR.

I got this - they must think it is my fault on the place the wine was left and the cold weather......I hoped for better packaging and or a bit of common sense.

BBR - response to feedback....
“I have checked the order and there was a instruction on the order that it could be left by the back door, would you like me to remove this instruction from future deliveries? When transporting our wine the couriers do try their best to keep the vans at suitable temperature. “

I think I might just buy off them in the summer or thinking twice maybe not al all.....

Over Christmas we received a gift box from BBR from a friend. Unfortunately one of the bottles was corked (it happens)

Phoned up and despite us not placing the order spoke to a super helpful chap (George) who instantly replaced and gave us a small gift as an apology.

Companies like this deserve recognition.

Great wine as well;)

Our story with BBR started a couple of years ago after joining their incredible wine club, we were highly impressed by the selections delivered and the reliability of the club. We booked a meal at one of the Berry's fantastic supper clubs in the Napoleon Cellar which was extraordinary. The food, hosting and whole evening was so well constructed. Immediately after this supper my husband proposed in St James's Park.

We decided that we wanted to include BBR wine within our wedding day and were fortunate enough to get to work with Tom Leigh. Tom could not have provided a more personalised and professional service, helping us to select the wine for our planned 230 guests. When COVID hit and disrupted our April wedding plans, Tom was unbelievably supportive. Tom helped us with re-planning our wine selections for a revised guest list of 15, he also went above and beyond choosing wines for our UK honeymoon and helping select a bottle to gift to my husband that would keep for our 10 year anniversary. The careful and perfect selections, willingness to refund our initial order, personal service really was first class. We are so grateful to BBR for everything that they have done for us this year. Huge thank you.

Ordered a bottle of whisky along with special gift packaging on 11th Dec with 5 days delivery. The £120+ went out of my bank account and the order was confirmed to me by email. The whisky was a gift for a friend at Christmas. I checked online today as I was expecting delivery to be made, but was surprised to see it said 'processing' on the order page. I contacted BBR and was told the order had been blocked in their system, which I said was strange as they had taken my money and confirmed by email. They apologised and said unfortunately it would take time to fix and delivery would not be made in time. I would have expected them to push the boat out to have made things right and get the delivery made in time seeing as they had made an error, sadly not. If I hadn't have checked online nothing would have happened, no delivery, no refund. The lack of any attempt to correct matters was unacceptable, and I have asked for a refund and cancelation of the order. At the time of writing this the refund has not arrived.
Update 8th Jan 2021 - credit to BBR that once the complaint reached a senior enough level, they were completely focussed on putting things right. Well done to Michele for the work put into correct the matter and to apologise in a very thoughful way.

Very disappointed with my experience. I placed an order on Monday last week which is still yet to arrive after being lost in their system. After asking my account manager for help (who is fantastic and deserves 5 stars) I was informed it would arrive today by customer service. After staying in all day waiting for it I’ve received an email stating that it has now been delayed until tomorrow. It’s been a mess of communication and a disappointing service. I have a cellar plan here (0015122731) which is exceptionally well run and deserves plenty of praise; unfortunately the contrast highlights how poor the other services offered are.

An update: another member of the customer service team called to personally apologise and reassured me they’d track my order thoroughly to make sure it arrives tomorrow. A good personal touch which ups the review from 2 to 3 stars

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. 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 and wine has always been delivered on time. I stumbled across their low score and thought I should share my thoughts.

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 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.

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.

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 - 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.

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.

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!