Not only do they stock a huge range of high quality wines, deliver them carefully and quickly, their customer service is simply outstanding! Helpful, knowledgeable, professional and above all fri... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We always order from HoT. Our regular wines are always available & fairly priced. Always deliver on time. If we want or need something different the website has enough detail for us to make an i... See more
Company replied
I have used this company on several occasions and each time the process from ordering to delivery has been faultless! Communication is exceptional to the point that the boss personally replied to... See more
Company replied
My first experience buying wine through the House of Townend and it was superb. From ordering to delivery was only three days and the wine was left exactly where I had specified. Fantastic service and... See more
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Company details
Information provided by various external sources
House of Townend is a Yorkshire based family owned wine merchants founded in 1906. Browse our quality wine selection and buy online today.
Contact info
Melton West Business Park,, HU14 3BQ, Hull, United Kingdom
- 01482638888
- sales@houseoftownend.co.uk
- houseoftownend.com
4.8
Excellent
640 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Great Wine Merchants.
Great choice of wines at reasonable prices. Easy to order online. Delivery was speedy with good communication as to delivery time. All good.
June 28, 2025
Reply from House of Townend
Thank you, Geraint. We hope to see you again!
Reply from House of Townend
Thank you, Nigel. We hope to see you again soon.
Fantastic service
Fantastic service, keeps me updated with offers and updates me on my delivery, brilliant customer care
June 24, 2025
Reply from House of Townend
Thank you, Diane. We hope to see you soon.
Great website and very easy process to…
Great website and very easy process to order items
Very quick and reliable delivery
Overall an amazing company with great service!
Bonus point: Townend can be reachable by phone and you get superb advise!
May 30, 2025
Reply from House of Townend
Thank you for your kind feedback, we hope to see you again!
Reply from House of Townend
Thank you, Martin. We hope to see you again!
Prompt and personable delivery!
May 26, 2025
Reply from House of Townend
Thank you, Andy. We hope to see you again soon!
Making the order was easy and the wine…
Making the order was easy and the wine was delivered on time
May 26, 2025
Reply from House of Townend
Thank you, Adrian. We hope to see you again.
The team were so helpful
I appreciated the help I got from Holly and the team organising the wines I needed and getting them to me promptly.
Great service, thank you.
May 1, 2025
Reply from House of Townend
Thank you, Lesley. We will pass your kind message on to Holly!
great price and fast delivery
April 30, 2025
Reply from House of Townend
Thank you, Caroline! We hope to see you again soon.
Completely no-fuss ordering & 5* service!
Completely no-fuss ordering, great pricing & offers. Brilliant customer service, and really quick response times. Delivery is astonishingly fast... House of Townend are now my go-to for all my bubbly and wine needs! Thank you.
April 29, 2025
Reply from House of Townend
Thank you, Hannah! We hope to see you again soon.
Reply from House of Townend
Thank you. We hope to see you again soon!
Continued poor customer service
I recently reviewed the House of Townend rather negatively after a series of issues relating to an enprimeur purchase. Following this I received both an apology from very senior level in the company, a waiving of the inappropriate storage charges levied, and an agreement to deliver my wine on a day of my choice. Today was the day I chose and to quote their Head of Customer Service, 'this is doable'. I have now waited in for the wine all day. It has not arrived.
On 'phoning the company I am told (without the person I spoke to even needing to look up the order) that the wine has been damaged and replacements have been sent today. This would be fine if it wasn't for the fact that no-one bothered to contact me to tell me what was happening or to check that I will be here tomorrow, when the wine will now be delivered. My schedule for tomorrow will have to be changed.
I am told by the person I spoke to that it was seen as more important to get the wine off to me today than to check I was available to receive it or to let me know what was happening. She offered to stop the delivery - but I would then have to trust the company to honour an alternative delivery date. I'm afraid I have no confidence in them any more.
I have to conclude that in their dealings with me House of Townend have acted both discourteously and unprofessionally and I have to contrast their way of working with the courtesy and efficiency I usually receive from other wine merchants in the UK, even those with whom I do very little business.
April 9, 2025
Unprompted review
Reply from House of Townend
Dear Jonathan,
Thank you for sharing your feedback, and please accept our apologies for the frustration and inconvenience caused.
When en primeur stock arrives at our bonded warehouse, clients are notified by email with details of the stock that has arrived and available. We’ve updated our system to make these notifications clearer and more informative moving forward. In your case, we fully appreciate that you hadn’t received this notification, and as a result, we waived the storage fee and also removed the delivery charge. We recognise your long-standing experience with en primeur purchases, and we’re grateful that you’ve chosen to buy from us over the last four years. Until now, there have been no previous issues regarding communication or concerns about the stock’s whereabouts and we have delivered your en primeur stock without any problems.
With regards to the delivery, we were made aware that your case was unfortunately damaged by our carrier during transit. As we had been actively tracking the consignment to ensure a safe delivery, we were immediately informed of the breakage. Upon learning this, we acted swiftly to resolve the issue by selecting a replacement case of each wine from the company’s own private reserves, held in our temperature-controlled cellars, and arranging for immediate dispatch.
That said, we fully acknowledge that we should have contacted you directly to explain the situation and confirm your availability for the revised delivery. In our effort to respond promptly and professionally, we fell short in communication, and for that, we are sorry.
We were disappointed to hear that you felt our service was discourteous, as our team made every effort to remain respectful, understanding, and focused on resolving the issue as quickly as possible, even under difficult circumstances.
After buying from us for the past four year without any trouble, we’re very sorry that this experience has left you feeling let down. Communication should indeed have been clearer, and we accept that this caused you unnecessary inconvenience. We hope there may be an opportunity to restore your trust in us going forward.
Chevalier Delaude
Took the Chevalier Delaude recommendation from House of Townend and it did not disappoint. Cherry and spice/pepper. A beautiful wine and well worth the price
March 25, 2025
Reply from House of Townend
Thank you, Stuart. Delighted to hear that you enjoyed the Chevalier Delaude - it really is a cracking wine! We hope to see you again soon.
Good firm to deal with
Good firm to deal with, the communication is first class, we had a shipping issue where the good were damaged and House of Townsend delt with it very well and got the replacement to me earlier, and what's more is the wine is fabulous.
March 31, 2025
Reply from House of Townend
Thank you, Martin! We hope to see you again soon.
Excellent wine, excellent service
March 28, 2025
Reply from House of Townend
Thank you for your kind feedback. We hope to see you again soon!
Reply from House of Townend
Thank you, Sally. We hope to see you again soon!
Great service
Fast delivery, great prices and well packaged. Always a pleasure to deal with. Simply great.
February 24, 2025
Reply from House of Townend
Thank you, Andrew. We hope to see you again.
Wine
Wine that I wanted can't just get this anywhere so great that you guys can get it.
February 27, 2025
Reply from House of Townend
Thank you, Claire! We hope to see you again.
Reply from House of Townend
Many thanks, we hope to see you again!
Well done House of Townend
Well done House of Townend . I have had over 40 deliveries of glass juice and there has been no problems, only 2 days to deliver to Edinburgh and its always well packed and no breakages , i now have an account which gives me loyalty points too, a great company to deal with, well done
February 22, 2025
Reply from House of Townend
Many thanks for your kind words, Keith. We look forward to seeing you for order 41!
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