Cellarrats Reviews 229

Got first trial box, paid for a second and cancelled subscription. Never received the box of wine I paid for and no one answers emails or when I ring the only means of contact.
Absolutely avoid!!!

First order placed. Money taken. Order not received. Emailed twice, no response in almost two weeks.
Phoned & cancelled subscription. Agent said they’d had an issue with supplies. This should not impact customer service & communication.
Avoid!

I placed an order on 25th July, and despite the estimated 48 hours delivery time I have yet to receive my trial. No answer to emails, or response on their contact telephone number. Have no other option to believe this is a scam.

Absolutely terrible company, avoid at all costs as its a complete scam.

Quick to take your money but doesn't give you a product or refund you. I summitted a form on the help page, no response. Called multiple times and sat on hold with no answer.

I finally got through to the customer service number after a month of trying and they were full of excuses about high demand and poor suppliers. That is fine but let the customer know, don't let them sit in the dark feeling scammed like I did. I didn't even receive a conformation email for my trial order, where is your professionalism?

They did eventually refund my money but I will be screaming to to world to avoid this company at all costs!

I received a promo offer from Vodafone, paying £4.99 delivery for a free case of wine (the small bottles). I used the code and they ended up charging me £5.99 instead of £4.99, which I was willing to let go of, but I got no receipt of order, there's nothing on my cellar rats account saying I ordered it, just a charge to my bank and absolutely no communication from them.

I left it a week with no communication from them (even after sending an email), and went to cancel the subscription as I obviously don't trust them given the way this has gone so far.

Despite their own T&C; "You can cancel your Subscription and terminate these Terms at any time by notifying us in writing and/or updating your account on the Site.", they refuse to allow you to do so, and demand a call to cancel. I struggle with hearing so this is really not an option for me. So this, along with the fact that they apparently don't check/ignore their emails, there's seemingly no way for me to get in touch with them. The only way I can see forwards is blocking them from charging my card, but I'd have preferred to deal with it through them directly.

I'm giving them a one star review because *everything* has been shady, and it's ended up feeling like a scam.

Surprised Vodafone endorsed them!

Canclled my subscription two weeks ago. Have now taken £36 out of my bank and overdrawn me. Fraudlant awful company continue to take money **DO NOT USE**

Signed up for the trial package and had money taken 5 weeks ago, had an email soon after to say I should receive it in 3 working days and that it had started my subscription.

After a couple of weeks I had still not received the order and had to chase customer service, got told they were facing delays and so I asked to cancel my subscription going forwards until the trial box had arrived.

I have still not received my initial order, reading the reviews on here it looks like lots of people are facing similar issues which makes me wonder if this is a scam.

Signed up for a free trial after buying through Look Fastastic, was excited to trial and hopefully retain subscription, after a few weeks nothing, callee up to enquire and was immediately asked if I wanted to cancel which I did, enquired as to whether the trial wines would be arriving otherwise I'd like £7 delivery fee refunded, was told "something will probably arrive other you'll get refunded", nearly a month on and still nothing, difficult company to get in touch with seems everything needs to be done over the phone.

Shame as was looking forward to this, seems they capitalise on offering "free trials" to customers of other companies, take delivery fees and then nothing.

My subscription had been on pause for two months, which I had completely forgotten about and actually thought I had cancelled it. I only noticed from my bank statement that you had taken £29.99 without any notification that this was going to happen. Nearly a week later and I still haven’t received any communication from you, despite emailing and have not received any wine!

Payment taken for subscription on 21/7/24. It is now 31/7/24 and still no delivery. It says it was sent on 29/7/24 (which is still 8 days after the order) but not received and no tracking info communicated. This is off the back of an order issue I had in May where some of the wine had gone spoiled and fizzy, I had to send a few emails over a week before a refund for that bottle was sent and even then I didn’t get an email back, just an unannounced £10 refund. It’s a good wine seller that sells good wine etc but the customer service is pretty shady and wine showing up/being drinkable is somewhat hit and miss.

No response to emails, took my money then serial emails saying order delayed. No idea if product any good but customer service very poor. 3 plus weeks after taking payment no prospect of delivery

Absolute joke, I only received one email with confirmation, paid the money for delivery, no wine or anything sent out to me, can’t even cancel subscription because they never even answer the phone. I wish I had read all the reviews here before ordering, they are all true!!
This business should be shut down, I mean how can you not be able to cancel subscription on the website in your profile, instead you have to call and they won’t pick up the phone ????
Whoever stays behind this should be in jail this should be illegal I want my subscription cancelled and my money back !!!!

Would rate lower if I could. Signed up as part of a Vodafone offer, still not received my trial pack and yet they have tried taking further payments from my account. Scammy

**update**
After sending a message via Instagram, my issue was sorted within 20 minutes. It seems this platform is managed more than emails so recommend avoiding email and contacting via social media instead. It seems like they're a genuine company who have perhaps bitten off a bit more than they can Chew with the vodafone/extra trial offers. Hopefully they're able to sort this and build their reputation back up

Ordered for a £9.99 trial -

Money taken.
Email confirmation received saying wine will arrive in 3 working day, but no order reference number.
Emailed company for an update - no response.
Emailed again to ask them to refund me, cancel the subscription and not to charge me or send any wine...

Awaiting response. Not expecting one. Will likely have to go via my bank to stop any further transactions as I'm sure they will continue to charge for the subscription.

I signed up with a starter offer and was very excited to try the wines. The email you receive once you've placed your order states that your package should be dispatched either same day or next day and is tracked 48hrs delivery. It came to a week since my order was made and I had heard absolutely nothing from the company and I had not received my order. I contacted them and received an email stating there was a delay with my order and that sometimes they run out of wine, being a small company, which is completely understandable. But nearly a month since my initial order and still no contact from Cellar Rats about my order and no delivery, yet they took the money from my account on the day I placed my order. Eventually decided to cancel my subscription (which is not easy, you have to call them and wait for someone to answer). The adviser I spoke to did not try to get me to stay and proceeded straight away to cancel my subscription and give me a refund for the delivery I never received which made me believe this is a common occurrence and now after seeing these reviews it obviously is. I was hoping to stick with this subscription if the wine was good because I like the idea of smaller bottles but the lack of communication and inability for the company to fulfil orders should put anyone off from ordering from them. They shouldn't offer introductory offers or even allow new customers to sign up if they can not keep up with demand.

Impossible to cancel subscription! Avoid at all costs

Nothing ever arrived. Ordered 15 days ago and no update - dont bother

Sooo I ended up cancelling my order/subscription due to a few reasons, one of the ones being because of these reviews and I honestly have no clue why this business is rated so low when I’ve had zero problems with them…?! I can’t comment on the wines/quality as I have not tried them however, the customer service was absolutely impeccable - I can’t fault them! I ordered a box of wines from their website and it was super easy to navigate and order from. I wanted to “try before I buy” sort of thing so wanted to order one box (it won’t let you just order a box adhoc unfortunately, you have to sign up to the subscription) and then I had always intended on cancelling as I wanted to be sure before signing into a subscription fully. Yes, it’s a tad annoying that you have to ring/email them to cancel your subscription but I do sort of get why. When trying to find an email for them (it is on their website, I just wasn’t looking hard enough), I stumbled across this TrustPilot page, panicked and then definitely wanted to cancel as I was a little worried but it genuinely doesn’t seem to be the case. I wrote an email to CellarRats requesting for my subscription to be cancelled and also messaged them on Instagram. I can’t really use my phone at work so calling wasn’t really an option, so messaged them on social as it was the easiest thing for me and they got back to be pretty much instantly! They explained why a few customers were having issues with their delivery/time, being totally transparent and open with me, and cancelled my subscription and issued me a full refund. It was so incredibly easy to do and like I say, the service was impeccable so I’m unsure why a few people have expressed having issues. By the looks of it, they’re not a massive enterprise so yes, there may be a slight delay answering the phone or responding to an email but I’ve not experienced this whatsoever. Again, I can’t comment on the quality of or delivery of the wines as I am yet to try, but I would genuinely say my experience has been positive. I would definitely advise people not to be deterred from the few who have wrote negative reviews, like I was swayed by, as this really doesn’t appear to be the case. And surely if your delivery arrived smashed or damaged, that’s not down to Cellar Rats but the courier? Either way, I’m definitely keen to try Cellar Rats again in the nearby future!

Nothing arrived and they cancelled. Headache to cancel as premium number. Avoid.

Trial through Vodafone. Received a confirmation order but never received any wine despite paying for postage. No contact from the company despite attempts to get in touch.