Laithwaites Complaints

This complaint with Laithwaites started as just a mild niggle, and one that I thought had been cleared up quickly and effectively by the Laithwaites customer services department… alas I was wrong.

I ordered a case of Spanish red wines before Christmas, and it arrived (via HDNL would you believe) in good time. I was impressed, and a little shocked. When I tried to open the fourth bottle, removing the foil cover, I found that the cork was damaged. There was only half a cork, it was on its side and the win in the bottle had been exposed to the elements since it had been bottled – it smelled very bad.

I phoned Laithwaites customer services team and was mildly surprised to find that they were willing to deal with it very quickly, offering to send me a £10 gift voucher for the bottle of wine. The chap on the phone said it would be with me by the end of the week.

A couple of weeks past, and several decent looking email offers from Laithwaites came and went while I was still waiting for my £10 voucher (which I would have used on one of the offers), to the point where I phoned them on January 5th to ask where my £10 voucher had gone.

Here is the phone call in full, together with the relevant section from the previous call in December where I WAS told that my voucher would be posted.

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Laithwaites Customer Service

In this call I am told once again that my compensation voucher would be posted to me, and yet, 10 days later, still no voucher.

To be honest, with Laithwaites customer services being so lackadaisical I’m not that keen on ordering from them again, even if this £10 voucher that I was promised before Christmas does eventually show up.

I paid for 13 bottles in December and have only been able to drink 12 – I still have the damaged bottle as evidence, or for emergencies should the alcohol levels in the house become dangerously low ;).

Has anyone else had any problems with Laithwaites, or had to make Laithwaites complaints?

Darren Jamieson, aka MrDaz, is the Technical Director and co-founder of Engage Web and has been working online in a career spanning two decades. His first website was built in 1998 and is still live today.

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9 thoughts on “Laithwaites Complaints”

  1. YOU SAD CUNT! GET A LIFE RATHER THAN MAKING A INTERNET VIDEO FILMING YOURSELF ON SOME AWFUL QUALITY CAMERA, WHINGING ABOUT BLOODY VOUCHER!

    LEAVE THE CUSTOMER SERVICES ALONE – FINE YOU HAVE A COMPLAINT, BUT DON’T BE AN ABSOLUTE COCK ABOUT IT AND MAKE A MASSIVE DEAL OVER SOMETHING SO SMALL.

    IT’S PEOPLE LIKE YOU THAT RUIN DDECENT EVERYDAY LIVING – I.E. MOANING WHINGING BASTARDS WHO HAVE NOTHING BETTER TO DO, AND SERIOUSLY NEED TO GET LAID OR SPEND SOME TIME WITH SOME PEOPLE THAT ACTUALLY LIKE YOU.

    SERIOUSLY, WHEN YOU WATCH THESE BACK, WHAT GOOD DO YOU THINK THEY ARE DOING FOR YOU? I EXPECT 90% WATCH THESE AND JUST THINK YOU SAD FUCKING BASTARD

  2. Losing an opportunity to order a bit of discount plonk hardly merits that sort of histrionic forehead-rubbing.

  3. Good god!

    I cant beleive Laithwaite delivered you a chipped bottle of wine, how terrible!!
    Even worse, they credit you £10 to your account, instead of posting you a voucher, how terrible!

    My god, you are a petty, misserable excuse of a little man.

    Its a bottle of wine, get over it you idiot!

    You must be a real joy to live with, if of course, anybody actually does live with you!

    Pathetic!

    Im sure Laithwaites will be so upet losing an absolute cock of a customer like you!

  4. I was actually quite impressed by the chap on the phone. Apologetic and when most people would have been flummoxed he actually asked if you wanted to place a new order! Brilliant salesmanship.

    I think this error comes down to communication – yet again. Companies don’t seem to want to keep customers informed, whether its about an order, a delivery, or the progress of a complaint. They should have emailed (or snail mailed) you with the outcome of your original complaint. That way you know they have taken it seriously, acted upon it, and you would have known instantly that what you had been promised wasn’t what had been done. I am a little amazed that a £10 credit deposited in your account did not at least trigger an automated email to you.

  5. Normal occurence for Laithwaites, customer service frequently miss the boat and usually don’t speak to each other. They are really pushed to promote the offers, not to assist the customer.
    The ads and offers put out only state that they are a quarterly delivery, not a one off in very small print!

  6. I would also suspect that the negative commenters are Laithwaite staff, as any complaints about the company are actively countered. Negative comments on Laithwaite own site are removed fairly rapidly so that they are not seen.

  7. I am appalled over the criminal and offensive language directed at Mr.Daz. I think that this person/persons should be reported to the Police for verbal abuse.

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