The Whisky Shop Reviews 57

I contacted both the store and customer service before placing my order, as I was travelling to London between April 13th and 16th. I specifically asked and was assured that my order would arrive before I got there, and I even paid extra for faster shipping. I also confirmed that the store would hold the item for longer than the standard 14 days. The order was placed on March 26th, and I received an email saying the items would most likely arrive in the store on March 31st.

When I visited the Piccadilly store on April 14th, I immediately felt unwelcome. The staff were unfriendly, uninterested, and showed absolutely no concern for customer service. When I asked about my order, I was told it hadn’t arrived — and that it wasn’t the store’s problem. The employee then simply walked away from me after saying that.

I emailed back and forth with customer service the same day, only to be told that it was impossible to get the items to the store within the two working days I was still in London — even though I had paid for Next Day Delivery. This is by far the worst customer service I’ve experienced in years.

London has many excellent whisky shops that actually care about their customers. The Whisky Shop — both the Piccadilly store and the online shop — is not one of them. Avoid this place at all costs.

Exceptional customer service is defined by how an organisation behaves when something goes wrong.
I contacted The Whisky Shop yesterday when their logistics partner failed to deliver a parcel, leaving it instead at a collection point convenient for themselves. A cheerful text (Really, something like:- "Yay. Good News. Here's how to collect your property at your own expense.") followed with details of how I could finish their job for them.
The Whisky Shop's Support Team continued to press them until they agreed to complete their job. The Whisky Shop clearly recognise that a customer is an individual, not just part of a multitude, and are willing to go that little bit further to satisfy reasonable needs.
Well Done.

Flawless delivery today in bomb proof packaging and quickly delivered by dpd thank you

Hello! I bought a personalised bottle of whisky from "The Whisky Shop", sadly DHL managed to break this bottle. TWS were awesome, without any hesitation they remade the bottle, dispatched it as quickly as they could and threw in a little treat for my troubles.

What great customer service! Its rare to not simply hear "its not our fault, take it up with the courier" or get pushback on such a claim, this was immediate.

This gives me confidence to buy from these guys as they stand by their orders and ultimately deliver no matter the hurdles presented.

Great shop, nice people and great prices! Thanks for helping make this gift so special.

Bought an expensive, limited edition bottle of whiskey from them and delivered it the next day. They also have an auction service that notifies you when you have been outbid. Customer response team reply the same day or if after hours, the following day. Highly recommended.

There were problems with the order owing to German customs. We have to resend it. But despite the frustrations the Whisky Shop staff never stopped making every effort to support me and try their best to resolve the problems. I would especially like to mention Asha who was a credit to the company, and Justine who was very helpful. These people have reinfored my faith in the Whisky Shop. Thank you so much.

Was given a beatiful gift of two Glencairn Whisky Glasses. After using one of them just a few times, I rinsed one out with cold water, began gently drying it and it just snapped from the base.
Took it back and the shop ang they said you can only return within 28 days.
We have to go back to the manufacturers.
Absolute cop out. Either they are cheaply made glasses and charged over the price or this was a genuine defect in which they should have exchanged in the shop or refund the money.
Don't waste your money with these guys - nice up front but very poor when something goes wrong.

The customer service received from Asha has been nothing but outstanding. She has gone absolutely above and beyond to resolve a missing birthday gift I ordered. I can’t thank her enough!

Bought a couple of bottles of special whisky using a discount code which for some reason didn't come off the price before I paid. I contacted them and they immediately refunded the overpayment. I was really impressed with the fuss free way they resolved the issue - Their customer service is really excellent. The whisky arrived promptly and really well protected (it would have survived a nuclear explosion !!!) I will definitely be buying more in the future

I find it really frustrating when we place an order and the company takes your money and then after a few days of hearing nothing I enquire about our order and then get told oh they have sold out. Why take our money and tell us the order is placed when actually it wasn't!! Now I have to wait while you transfer my details to your finance department who then has to refund us. Not good enough I'm afraid

I Ordered a bottle of Blue label as a gift and paid for it to be engraved. This was all quite last minute before I leave the UK to take with me. The whisky shop service was absolutely amazing, Engraving was done on the same day and posted. Customers service executive Caitlin was truly amazing and responded in less than 24 hours and confirmed order was completed. Highly recommend these guys.

Ashar has been super helpful with my enquiry for a special bottle of Bourbon. Really prompt, efficient and accommodating via email and helped make my decision much easier.
Would highly recommend using the Whisky Shop. Very knowledgable and helpful.

Amazing service, great prices and prompt replies and resolution to a wrong order I made, will recommend.

Fantastic, quick service. Ordered a whisky gift set for my grandads birthday. Big thank you to Asha who engraved the glasses with a personalised message - a really special touch!

Although my order was initially lost by DPD, the customer service I received was outstanding. The issue was promptly resolved — my postage was refunded, and the order was resent with a thoughtful extra included. Thank you for the excellent support.

I've bought from the Inverness store a few times, for presents, and I've always been impressed by the product knowledge and friendliness of the staff.

Recently I had a problem with an online order, which was completely my fault. The managers of the Inverness and Fort Williams stores and also customer services could not have been more helpful and I am very grateful; they went the extra mile to help me.

The online ordering system is excellent (when you do it correctly!). Last year I was able to order online for a bottle of local whisky, for my Australian friends to collect when they came to Inverness (I was away). Very handy.

I ordered the Laphroaig Lore and Benrinnes 15 for my dad's birthday. Which he absolutely loved. In fact he was over the moon. The guys at The Whisky Shop were great from start to finish and were very helpful, providing great customer service throughout. I can't fault them. James. Bristol. UK.

Great customer service. I bought a gift box of miniature whiskys for my partner. One of the miniatures wasn't closed properly in the box and had leaked. I emailed to express my disappointment and there was no problem in the company (Asha, customer relations Manager) replacing and posting out
another miniature whisky so that my partner could taste that one also. Plus they sent a free whisky glass to apologise.

The Whisky Shop was always helpful to me, a complete novice when it comes to whisky. I don't like the taste of alcohol but they guided me on finding types of whisky that have a subtle taste and flavor that covers the (for me) dislike of the alcohol taste. They never tried to upsell me nor push brands that were more expensive. I highly recommend them as a source even if you have no 'taste' in whisky.

Arrived in a good amount of time, packaged really well, Engraving was great