“Order confirmed on 1st December , currently the 18th and still no delivery. Function was on the 15th. No one answering the phone. Emails went days without a response. My escalating frustration was not responded to.”
“I received a delivery 06/12 including 3 Veuve bottles that I thought were 750ml for $69.90 but in fact were 375ml. I emailed and asked if I could change for the 750ml that were only $2 more each and pay the difference. I stated that I'm a regular purchaser of champagne and it was an honest mistake (being only $2 different in price). I received a reply from Adam on 09/12 saying I could but the Kent St shop is no longer open, could be done via delivery but would have to pay for courier (no details given). I immediately replied same day and asked how much and how to go about this. I received a reply 12/12 advising price of $20 plus difference - again I immediately agreed and up to now 7.20pm 17/12 am yet to have a reply. Very poor service from a loyal customer.”
“I ordered and paid on Dec 1 and still not received the 6 bottles of wine on invoice 127621. Adam responded that a case # was raised with courier. I have followed up twice now each with courier and Kent but no response. This is not acceptable as I need it for a party this Thursday. Can someone please help as your phone messages are also not returned”
“I would love to say the service is great, but have been waiting days and days and still no delivery for a recent purchase, maybe a problem with couriers.....”
“Terrible experience for a valued, returning customer. I ordered 2 x Perrier Jouet Blanc De Blanc NV & 2 glasses sets as Christmas gifts which were delivered to the wrong building on the 6th of December 2024. I have been chasing a refund or a replacement of goods (which amounted to $300) from both 'Kent Street Cellars' and their courier 'Aramex' since then and it is now the 15th of December and I have received neither. Terrible customer service and no rectification.”
“I have placed two orders with Kent St Cellars. The first was delivered satisfactorily. The second was placed 14 days ago. I was advised that it was dispatched after 3 days. I still don’t have it. I have emailed Kent St Cellars twice and the courier twice. Both have acknowledged my correspondence, but neither have attempted to resolve the matter. The whereabouts of my purchase remain a mystery to me. I live in metropolitan Sydney.”
“I always order from Kent Street but I have damaged items in my order and have left messages and emails and no response. Now I have damaged client gifts for Christmas”
“Really disappointed with the way this has been handled ordered champagne on the 30 November have sent two messages to Aramex and left two messages with your store finally today to say it has been delivered to a depot as no one was home and my husband has been home all day so all round it has been a pretty ordinary experience”
“My goods were ordered over two weeks ago and they haven’t arrived. So my only review at this stage can be Zero.
I’ve chased it up twice via email but still haven’t arrived. Can someone please contact me?”
“I made an order on 26 Nov, which was meant to arrive in 1-4 business days. It is now the 11th of Dec and I still have not received my order. The order tracking just says "delayed". I've tried to call both Kent St cellars and the courier multiple times and could not get through. These were Christmas presents, which I've had to rebuy at a local liquor store.”
“Very disappointing. They said shipping 2-5 days. It appears they have lost my order, charged my credit card in full, have provided minimal feedback. I'm $298 out of pocket waiting for the arrival of my order from 16 days ago.”
“I had asked for delayed delivery as I was out of town for a week. This was ignored. On receiving notice that the wine was on its way I contacted Adam who told me there was nothing he could do. When I drew his attention to the request in my order for delayed delivery he had 2 responses. The warehouse was too busy and why did I place an order when I was going away. So in his eyes I was somehow at fault for not knowing your system deficiencies and also placing a special request. When I explained that someone should have called me to note my request wasn’t able to be accommodated, again he emphasised the warehouse was just too busy. After repeated discussion Adam was able to delay the order but it was still delivered 2 days before I returned home. I had a neighbor collect the wine for me. My message to Adam is that if you want customers you just have to provide customer service.”
