Cellarrats Reviews 229

Impossible to cancel , the website doesn’t work for this and for skip months neither. When I try to call is always a kind call and nobody answers

They make it utterly impossible to cancel a subscription. It should be illegal and they should face heavy fines for the amount of money I'm sure they have made through scamming people.

If you wish to cancel, the only option is to call their phone line. I waited for 45 minutes where a curt woman wasn't pleased that I was cancelling and told me that an email would come through to confirm my cancellation. Hours later, no email and though she said she had cancelled it, my subscription is still listed as active on my account.

It's a total joke and not worth the hassle.

Love the concept as I often fancy a glass but don't want to open a full bottle that won't stay fresh and the wines were enjoyable. However, after the introductory offer the usual price seems high for 6 bottles that equate to a glass each when you can get other subscription services for similar but full bottles. The cards included with the wine information didn't match the bottles I received and one had leaked in the box. A positive is it was very easy to cancel. I got straight through and spoke a very friendly guy who cancelled my subscription with no issue.

I have never received any wine except my first trial pack , they have taken my money every month for the last 4 months and I can’t seem to get hold of them to cancel subscription
I have now received a refund for all wine not received and cancelled subscription

Like other customers had an offer for 6 small (quarter) bottles trial and only had to pay £4.99 postage. At least one but possibly two of the bottles were leaking from the wax seal when the box was delivered which is unfortunate. I had to call to cancel the subscription, took around 8mins before I spoke to someone, they were very swift with cancellation and also refunded the £4.99 for the leaking bottle. The wine it’s self I’ve not tried. Whilst annoying that you have to call to cancel, it is also refreshing that there’s no tactics to get you to keep your subscription either. I like the idea of small quart bottles of wine, it’s niche, but useful for me who only really drinks one glass max but the quality control re:seal meant I didn’t quite trust subsequent bottles would travel well.

The bottles tend to leak and your communication is none nonexistent and you make cancelling harder than walking blindfolded up Mount Everest in flip-flops!

After having a difficult experience cancelling the service (you’re best contacting them via social media), I found cellar rats to be a superb experience with a nice amount of surprise, and well thought out product design. The wines arrived with information about their origin/body (e.t.c) and arrive in genuinely good quality.
The company has done itself a disservice by over promising a little bit in their promotions. But I hope one day this company that offers a genuinely good product/service recovers from the current low review score. I’d feel more inclined to stay with cellar rats if the subscription cancellation process were less tricky.

Impossible to get in touch and will not allow you to cancel online. Hate companies that run this kind of model. Had to contact my card company to block future payments.

Title says it all - never received any wine from them, any emails were ignored, and you have to call in cancel. The poor girl on the phone just sounded resigned, no attempt to mollify or retain. A waste of time all round!

Got a free box coupon (only pay postage) through 3+ so decided to give them a try as it only came to £6 in total for 6 small bottles. The wine came within a week, which was fine and I really liked the cute bottles and the information they provide on each.

My main issue arose when trying to cancel. It is one of my biggest pet peeves when you can sign up online quickly to a company but then it is a faff to cancel and you have to call a number to cancel, rather than being able to do it through the website. I had even checked the Ts&Cs beforehand and seen the "cancel subscription" button on my profile which made it seem like it should be easy. I ended up on hold for over half an hour before dropping off, emailing them and then successfully getting through by phone on the 3rd try after a long time waiting. The guy quickly cancelled, no questions asked or attempt to keep me, which I appreciated.

Overall, I think they have a good idea and I liked the wines and presentation, but making it so difficult to cancel is a real issue for me, so I wouldn't recommend based on this.

Unable to cancel

You can't cancel online, you have to telephone. I rang on 3x separate occasions, waited an excessive amount of time on hold with no answer so was unable to cancel.

In the end I had to to my card provider and have them place a block to stop CellarRats billing me.

The wines were OK, but the customer service was abysmal. Avoid.

I joined a few months ago, no wine ever showed up. I spoke to customer service via email and they said there’s a delay due to high demand and that my order was coming. Nothing came. I emailed customer service again asking for a refund and they never replied and never refunded me. No wine has ever shown up.

Brilliant idea and well executed! Great to see start ups thriving!

Very disappointed (like many) by the cancellation process - ended up on hold for 30min trying to cancel my subscription despite the site saying "Don't worry, if you want to leave us for any reason you can cancel at any time with a couple of clicks"

Taster package took ages to arrive and then 1 bottle arrived smashed. Wine was hit and miss, 2 bottles nice 3 not so much. Far too difficult to cancel..only able to by phone and so far been on hold for 40 mins. Not worth the hassle really. Wouldn't recommend.

Impossible to unsubscribe.

I feel bad because I wished the company well. In my opinion, they are likely a small business trying to gather traction to their business as they give introductory discounts.
The initial discounts is great. But their usual price is £34.99 for 6x TINY bottles of wine. And it's not even that good!

After placing an order, shipping took over 2 weeks to receive. That’s a really long time. One of the wines arrived broken (glass bottle).

The main reason why I had to leave a review is because of how difficult they made the process to cancel the subscription. The tactics they use is scummy. It’s impossible to cancel online, they force you to call them. When you call, you’re on hold for a minimum of 10 minutes. Therefore, because cancelling isn’t very accessible, people are likely to forget or not bother staying on hold. Meaning they get charged another month.

It’s almost as if the company is so desperate to succeed that they’re failing in key areas that make up customer experience/satisfaction.

It's quite a nice idea, little bottles of wine delivered each month. Unfortunately, the execution and customer service have little to be desired. I signed up with a discount code that was never applied to the amount I was charged. I contacted the company a couple of times, but there was no response. The wines were a mixed bag, some I liked, others I wasn't a fan of. Cancelling is a nightmare. You can't cancel online, you need to call and wait on hold for ages. I started to wonder if this was a phone line that was ever answered. After a while, I was connected with a chap who very quickly cancelled my subscription. Not even an attempt to try and make me stay which was appreciated.

We have not liked any of the Cellarrats wines so far. We decided to cancel the subscription so logged in and try to cancel and it says ring them to cancel. We have not had an email explaining clearly when our introductory offer finishes. So far very disappointed.

They don't reply to emails and I don't think their phone number is connected - you are just eternally on hold. The offer for free wine to sign up friends is a scan - they never send it out.

Wine is beyond awful,

The website doesn’t allow you to cancel the subscription but instead pauses for 2 months…. And then of course… you forget and then get charged £34.99 again… poor way of operating.

Avoid at all costs