BrewDog Reviews 2,571

Very disappointed with both the state of my order and the complete lack of customer service.

I paid for next-day delivery for a time-sensitive birthday gift (order #694385). The order arrived with the box partially open, the internal packaging destroyed, and multiple cans heavily dented. One can had leaked entirely, soaking the remaining items.

I reported this on the day of delivery via the only method provided (the online form) and included photos of the damage. It's been 7 days without a single response and now my friend missed his present.

Their automated system tells customers that following up will "reset their place in the queue," which is an unacceptable way to treat people when goods have arrived in an unusable state.

UPDATE 20/01/26: Six days ago, "Kate" replied here promising a resolution. Since then, I've received zero communication. It's now been nearly two weeks since I received my damaged order. The public response seems to be for show only. Still waiting for my refund.

I order from the Brewdog website once or twice a month. Apart from wishing that they would use less cardboard for their packaging I have no complaints. Price & quality can’t be faulted

My query was dealt with really fast and I received excellent service from an advisor called Kate from the customer service crew. I really didn’t expect a reply as with some companies you wait so long you give up, but Kate contacted me direct through my email and helped me straight away. Thank you for your help.

Order has still not arrived and issues with DHL delivery
No replies from BrewDog customer service to two emails requesting information
No replies to messages on social media
Very frustrating and would not buy online again

I had best gluen free punk ipa and cold beer it best gluen free beer i had since becoming Coeliac on 13-11-25 price was fair and female staff member who served me outstanding I be back in liverpool pub on 21st January more great gf beers

We had our third family get together at the Waterloo BrewDog, it’s a great venue serving all my favourite beers including Hazy Jane. Big shout out to Edel, Bavindu and Kleivert who were awesome and looked after us all afternoon and into the evening. Food was great too, nice additions to the menu were well received as some are a bit too spicy for some of the family.

My black Friday order didn't arrive. Having raised a customer service ticket over a month ago, I still haven't heard from them. So disappointing. I don't have X so I can't message them on there. I am an EFP and this is disgraceful service. Order 677727. Edit: heard from Amber 12/1 and replied but haven't had a follow up email.

Made an online purchase on the 28/11/25 . I went to collect from DHL depot on the 8/12/25 and it was damaged DHL said they would return it . Emailed both Brewdog customer service and online department. I have now emailed them 4 times and have not received any reply . This absolutely shocking customer service. I have no parcel no replacement or refund. The only way of contacting them is by email which they ignore

The order and shipment went perfectly. As it was a business purchase, we contacted the customer service afterwards in order to request an invoice. Amber took care of my inquiry and solved it really quickly. Thanks again!

I made an order on the 19th Dec and it still hasn’t been dispatched. I have sent a message on the 24th and haven’t received a reply. I realise it’s a busy time but if you can’t keep up with demand make it clear on the website before ordering. I would like a refund and won’t be a returning customer. This is not the first time I’ve had delivery issues. I don’t like leaving negative reviews but I feel I must.

Great experienced all round firstly ordering is so easy online , secondly shipping was quick and DHL were the courier and I have their app so was able to see where the driver was and how many drops he had done and had to do before he got to me, thirdly the products were great it filled my fridge was lager, pale ale, IPA and stout. 62 cans of various products meant my family and guests were delighted to be offered a great choice of beers over Christmas. Here's to Brewdog for a prosperous New year in 2026.

Might have given 4 stars as we initially had an issue with some cans missing from our order but Amber was amazing and couldn’t have been more helpful in resolving the problem. Really great customer service.

To begin with i was dealt with a professional (amber)who immediately took the time to write back.she courteously dealt with the issue with all the right decisions to make me feel valued,not if i was i was getting hoodwinked like the majority of people who i deal with.AN ABSOLUTE PLEASURE!!!!! every company could take a leaf out of their book thank you again Amber

Fantastic beer. Love hazy ipa and brewdogs is the best.

Nicely packaged advent callander , easy to get tins and good surprises along the way

I got an email with a festive offer with delivery promised pre Christmas. Standard delivery is 3-5 business days from the order date, so I thought it would be ok as I ordered on 13th December. The order shipped on 17th December however it is now 24th and the delivery company has no record of my shipment. I’ve had to go out and stand in long pre Christmas supermarket queues to buy beer for our Christmas Day gathering. Obviously I am very unhappy

After my first order went missing in transit (DHL again as with previous reviewers!!) and I eventually found a way to get a reply from someone via Facebook after no replies to emails, Amber was great, very friendly and helpful and sorted out my order which arrived late last night just in time for Christmas, thanks Amber and Merry Christmas!

Based on most recent order #691059 really disappointed with lack of contact options especially when urgent! Placed order 18th December, my error part of the order was a 4-sample pack I ordered wingman AF by mistake as it’s really hard to see on an iPhone I wanted alcoholic instead, I tried to amend order but couldn’t so contacted Customer Service immediately after placing order (only contact available is to complete a form & wait & wait as with previous order Order #686315 received a response after delivery)! Re-contacted again on 22nd to ask to exchange to alcoholic Wingman still no response but received order today with non alcoholic which I’m now trying to find out how to return/exchange honestly I’m fuming this is supposed to be for Christmas presents & your lack of assistance is letting a good product down! So answers on a postcard please how the hell do I exchange at no expense to myself I’ve spent a fortune with BrewDog of late! Kim your response on trust pilot and email is unacceptable and obviously you have not even had the manners to read my review thoroughly, as stated above I tried to amend the order straight away but was unable to so more a glitch on your website than human error and had there been a helpline/customer service facility to speak to immediately like most normal companies this could have been corrected instead of submitting a form and waiting 7 days for a response!! Also this wasn’t a free gift, I’d placed a previous order #686315 which had a voucher code for a sample pack if you spent a further £15 not including P&P to then choose a sample pack! I’d like this escalating given the amount of money I’ve just spent with you & given you inadequate customer service facility! I’ve also changed my scoring based on your very poor response

Amber was great and quickly addressed a support issue that went above and beyond my expectations. Quality experience.