The Whisky Exchange - Head Office
Corporate office The Whisky Exchange - Head Office, Elixir House, Whitby Ave, London NW10 7SF, United Kingdom:
103 reviews
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Address: Elixir House, Whitby Ave, London NW10 7SF, United Kingdom
Website: thewhiskyexchange.com
Phone number: +44 20 8838 9388
GPS coordinates
Latitude: 51.5319707Longitude: -0.2772675
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reviews
Zhem Behr
First and last time I’ll use them. Not impressed with them or their customer service. Use master of malt instead I recommend them highly just unfortunately sold out of what I wanted.
Edit: This wasn’t made clear on the payment page as the order before was sent to England. Nothing came up in Red it wasn’t only made clear after I used PayPal.
Order to England arrived today after a week messing with the worst couriers to arrive damaged.
3 months ago
Overcome
I ordered an item 11 days ago. After eight days, I contacted the company to ascertain the status of my order. I was told it would be dispatched on that day or the following day (16/12 or 17/12). Again, nothing has happened, that website tracking still maintains that I will be notified when the order is dispatched.
This is the first time shopping with this company and I believe it will be my last - lives are already stressful and I can’t shop with those, where there is no guarantee that the item will actually arrive. In 2020, this poor level of service is quite unacceptable.
4 months ago
Stacey L
Ordered on the 20th, and everything came on Xmas Eve. They were very friendly and accommodating when I tried to change the order, and then change it back again due to some Xmas panicking (thanks, Bartosz). They gave 24hr notice before delivering and sent updates via email and text to let me know exactly when it would be arriving. Very impressed, and will be ordering again.
5 months ago
Payten Curry
Recently bought a Hakushu 10 from TWE. I’m not reviewing on the liquid, but rather on the condition of the bottle and the customer service of TWE.
Firstly the bottle came without a box, this may be “standard” for seasoned buyers of TWE but definitely not something that everyone is aware of. Perhaps including a line (instead of as displayed in photo) within the description will help newer customers be more aware of their purchase.
Secondly, there are two back labels on the bottle - an English version that was pasted over what I presume is a Japanese version. The label was peeling at the edge, with multiple air pockets in the middle.
Thirdly the customer service of TWE can really be improved. After I was being transferred to another service crew (Adrian Sturgess) to handle my refund, his response has been very tardy. In fact he only previously responded when I sent a reminder, and it has been now 11 days of nil response since our last conversation. I first raised the issue on 14 Aug and at this point, I was finally given a label to arrange on my own for a return. No mention about the refund amount (inclusive of tax and duties) by the staff. VERY VERY PASSIVE SERVICE.
The customer service is appalling and, IMO, really pales in comparison to the other major provider in the UK.
All feedback via the website goes to the same team handling my orders AND any opinions on bottles will all be reviewed before published.
9 months ago
LaToya Currie
Use this company before and had no problems. Used them again for a gift for an employee to say thanks for their hard work. Item didn't turn up, so I left it a while knowing things are hard right now. After three weeks I chased and spoke to someone who said they'd phone me back. Didn't get a phone call. So called again the next day. This person did phone back but said the courier had lost the item and it'd take 3 days for them to search their warehouse and then I'd get an update. Not good enough! How is their delivery issues my problem as a paying customer? Still hoping to actually get my gift delivered but after that I'm sticking to other far more reliable and customer service orientated online companies.
11 months ago
David Dawson
Bought 2 bottles of whisky and tried to return them. Since their head office is closed to public due to the COVID situation. The only way to return the bottles is via a courrier.
The person who handled my case was Adrian Sturgess, a Customer Service Administrator. He was extremely unhelpful, who struggle to understand my questions and gave me any direct answer.
i asked for recommendation of courier that can ship alcohol for restail customers, he kept repeating that '‘We have customers returning products every day by Royal Mail, Parcelforce, Hermes etc.’ . When I told him that alcohol is on their restricted item list, he then said 'I don’t know how they did it, the bottles were delivered and I have proof of this. I have told you which couriers to use................’
We had been exchanging email back and forth for a whole month and the issue was still not resolved.
Update:
On the same day after I posted this review here, the manager of the customer service team called me and resolved the problem within one day, which i really appreciate. This really has changed my exeriepence and i wish the matter could have been resolved this way in the beginning.
7 months ago
Sadiq Lias
Definitely a bad experience with the online shop.
You pay for an express delivery so that the bottles arrive on a specific day, at a specific time. Delivery was late by 2 days, which means you pay this extra cost for nothing.
I reached out to the client service, end they just tried to explain me this is normal and even if the delivery was guaranteed for Saturday, I should have understood that they don't deliver the WE so it is automatically postpone to the nest Monday.
13 hours ago
Dawn Roth
I have heard a lot about your company and have recommended to a couple of my friends who will place orders soon. Keep up the good work.
3 months ago
Susan Owen
I can honestly say the customer service from this company was outstanding even in these extreme times the lady I spoke to on the phone regarding my daughters birthday present was helpful sincere and just truly amazing I would honestly recommend this company every time and it will be my first choice to purchase.
1 month ago
Nicole Simoes
Hassle Free service. Makes ordering for clients and customers a lot easier knowing that its delivered safely. We will be using WE every year moving forward. Thanks
4 months ago
Kari Schumacher
Specialist drinks that you just can get elsewhere. The best packaged items I have ever seen .. cant imagine them getting damaged. I can highly recommend the whole service.
3 months ago
Kyo Maco
The website has a large collection of spirits for purchase with a large delivery radius. My recent purchase had run into some shipping issues where the item was recalled without allowing enough time for pickup. Customer service was responsive and Adrian keep me updated as much as he could. They did right by me and re-sent the package at no extra charge for pickup. This has been the only time I've had an issue ordering from TWE and I would recommend as a retailer. Great selection of products and solid customer service.
3 months ago
Magdi Dahab
To place an order online was straight forward. I would never thought that I will come across with such an issue. Poorly organised delivery service. I do understand that it is a busy time of the year, but everything has it's limits.. Paid for delivery and for a week almost can't get delivered my parcel to right destination. Try to contact delivery company, impossible to speak to anyone . Automated service keep giving a wrong information about delivery..No one to speak to clarify the issue. No one to ask a question ..
1 month ago
Darren Hargreaves
Ordered two weeks ago and still haven't received my order. They use Fedex and they seem to have never attempted to delivery the package. I'm absolutely shocked.
1 month ago
James Stearnes
Excellent company to do business with. I have used them several times with no problems whatsoever. Wide choice of drinks that can't be sourced locally. I expecially like the fact that I can opt for delivery date and time. A 5***** company that I will be making future purchases with. Thank you Whisky Exchange . Highly recommended
2 weeks ago
Jesus Tamez
Have being using The Whisky Exchange for the last few months. It's the only place I can get high quality rum imported to Ireland. It has arrived every time without a problem. Their customer service is fantastic. Highly recommend if you're looking for decent liquor. Will be a continuing customer.
2 months ago
Doug K
Just superb service, even in these trying times. Order arrived in just a few days carefully packaged as always.
2 weeks ago
William Prout
Shocking. They accidentally processed the order twice due to errors with their website. I contacted and was told I would receive a refund for one of the orders. Weeks later after several emails, still have not got my money back. Would not recommend. Would give 0/5 stars if i could
2 weeks ago
JaNeiece Andrews
But the whisky I bought ( ARDBEG Uigeadail) it is very good. Packaging was good. Just a delivery was an issue..
2 months ago
Brie Rizzo
International Delivery Never Received. Had to inquire on package on my own after 10 days with a "Pending" FedEx tracking number. FedEx informed me only shipping label was created and no product was actually sent. Finally, company told me that the contracted "courier agents" informed them that package had become damaged and destroyed upon arrival in US with no explanation on why 10 days passed without any notification. Order was fully refunded, but request to expedite another order (to receive order by 7-day deadline) was refused.
1 month ago
zach urling
First time using TWE and the only place I could find a particular spirit, they sent it out via FedEx who delivered it to the next street over, contacted TWE straight away who got on to them, courier picked it back up after the scoundrels who took delivery of it had at first denied receiving it. So pleased they rectified this in such a short space of time, excellent service.
2 months ago
Lindsay Garison
I always get excellent service from The Whisky Exchange. A wide and superb range of spirits. Delivery is prompt and efficient. I had a recent problem with delivery but Corina quickly and professionally sorted it .
2 months ago
Kathryn Donahue
If you want Whisky, come here. Always packaged well, protected, delivered on time and easy to track. Never a problem and a great and informative site. Don’t even get me started on the Whisky show.....
6 months ago
Olivia Keen
Do not do business with this company if you are shipping to a different country. My order arrived leaking with broken seals. Which isn't safe for consumption. I've been given the run around in regards to having the package picked up for a refund. Just hours before my flight and still no one has resolved this. When I stated I want to contact my bank to dispute the charge, I was threatened. The alcohol has since leaked all over my floor while waiting to be collected. I can never do business with this company again. Buyers beware. This has me in a really bad mood just before my wedding. ????
4 months ago
Lawrence Siden
Huge selection, decent prices and everything always comes well packaged. I use them regularly.
3 months ago
Alex Helling
Just had 5 bottles ( should have been 6) of Bruadar loose in a FED EX box
no explanation of Why the shortage no text, nothing ,sending them back for a refund
4 months ago
saleh Ahmed
Buying fine spirits from The Whiskey Exchange couldn't be easier! Some of the finest single malt Scotch and German brandy I like cannot be bought in the USA. Ordering from The Whisky Exchange is quick, safe, secure, and easy. Order on Monday and it's in my hands by Friday. Packages are always well cushioned, as well as the individual bottles are safely cushioned and packaged. I've made four orders in the past four months, and each as arrived in perfect condition. If you want to purchase and have shipped spirits you cannot find on your home turf, The Whisky Exchange is the place to use!
4 months ago
Nancy Freschet
I ordered a bottle of precious (gem stone) vodka as a gift for a friend, the item arrived in time and really well packaged.
The strange part...The vodka comes in a nice display case, but upon removing all the bubble wrap I noticed a hole in the top of the display case as if something had pierced it - upon opening the box I noticed a thick layer of bubble wrap over the spike on the diamond design bottle - I immediately assumed the bottle top had pierced through the bubble wrap but it was fully intact, so based on how well the item was packaged I seem to have just been sent an item with a box which must have been damaged before it was even dispatched..but sadly just ignored.
Too much effort to return the item but pretty bad considering its a gift with a display box.
7 months ago
Andrew Roberts
Order gin for a birthday. I ordered ten days before to be sure off getting it in time. The parcel went 'missing.' So we had to give the driver chance to find it. A week passes and i am still chasing it. Yesterday, no problem sir we will deliver one of your items tomorrow the other is out of stock!!!!!!!!! Today comes, check the tracking and its not left the depot in London. What a complete and utter farce TWE have become. Masters of Malt all the way from here.
4 months ago
Maria Annatone
I am a big whisky fan and would only buy from this company at a last resort. When things goes wrong this company is the worst to deal with, terrible customer service and refuse to compensate customer. Recently bought from the whisky show some token from their shop and they refuse to give me a refund- unbelieveable.
3 months ago
Randy Whitehirst
Very nice staff, a lot of spirits there definitely not the place where i would go in a rush ???????????? staff even packed my bottles very gently as my friends had to fly that night
2 months ago
V S
Ordered three weeks ago. I received a email that my order would be delivered two days ago. Someone finally responded and told me they can't find out where the product is but the carrier would call me. Of course nobody has called. I had Christmas gifts and now I am stuck. Buyer beware they may have once been a good company but the customer service is now horrible.
3 months ago
Kathryn Bean
Got here way faster than I thought it would and it was very well packaged. The engraving looks great. Very happy!
3 months ago
frankie jones
Needed to get a Father's Day present... I myself know nothing about Whiskey. The people at this lovely, easy to find (ideal opening hours) establishment were friendly, helpful, engaging, thoughtful and managed to teach me a thing or two about this fascinating liquid without making me feel inept or stupid. Walked out with something I am thoroughly confident will do its job.
10/10 would recommend.
6 months ago
Galvin Vicente
Great range and good prices. Deliveries are always well packed and never wait more than a couple of days to arrive. Customer service is also very good.
6 months ago
Susan Orenduff
Great service overall.
Easy to use website with a good range of items.
Placed my order on Saturday and it was delivered Tuesday morning.
Packaging was really good with plenty of protection.
Will definitely order from them again .
Top marks
5 months ago
Elena Evsikova
AWFUL SERVICE!!
I placed an order and paid £7!! to choose the delivery day as I'm only at home 1 day a week..
They then sent the order out with the wrong delivery day on it so had to chase FedEx to change this, FedEx then damaged & destroyed my order but NO ONE informed me.. when I got in contact they did VERY little to try and resolve the problem and I sent 3 emails WITHOUT a response before they finally replied and said they would re-send new items!
When I received the replacement items email, I saw that they have sent it via basic post which only costs £3 so it could turn up any day.. ARE THEY KIDDING?!?!? I paid £7 because I wont be home to sign for it & I should get the delivery service I PAID FOR!!!!
(I have no issue with paying £7 for delivery if I am actually going to get my items on time)
Asked multiple times for my delivery charge to be refunded as paying £7 to wait over a week for my items is RIDICULOUS but this was just point blank ignored!
AWFUL COMPANY TO DEAL WITH.. DO NOT BUY!!
3 months ago
Alton Lewis
Ordered early delivery on Friday 2 Nov, order received early Monday 5 Nov.
Many thanks for efficiency and courteous delivery driver....I knew the product was good, delighted with delivery system also.
Regards
Alf Giliker
PP. Mrs M A Bibby
3 months ago
Alex Alexandrov
Good selection at the store, although the sales rep ignored us for a while until he greeted his friend who came in after we did, who pointed out to him that he had customers waiting. The rep seemed quite reluctant to let us try many whiskies when he did get round to us and only showed us the lowest priced whiskies (which I found slightly insulting as our budget was higher than his estimate). However we did try a few and picked up two bottles we enjoyed as a result. 5/5 for selection; on the customer service side, I'd recommend being a bit more willing to chat about the whisky without pushing customers to play the flavour guessing game, and relax! Let people try a range of whiskies without assuming how much they will spend. Drinking whisky is supposed to be fun!
2 weeks ago
mister manboob
Probably the fastest service I have ever had from an online retailer. I have ordered Lagavulin 12 years old the the 8 years old. Will order from this company many times in the future. Thank you.
4 months ago
Edward Roach
simply exquisite in every aspect . I'm a loyal customer of six years .
1 month ago
ITSMONEYMILLS
I purchased 3 personalised bottles of Ciroc for my friends 21st birthdays, 2 of which had to be sent down to Wales. I can't complain about the speed and service I received, it was second to none. However, the morning I received the three bottles I opened the box, took the appropriate one out and sealed the box again, making use of all the heavy duty bubble wrap to send the other 2 down the country. I taped the box up and took it to my local Post Office where they refused to send it because the bottles were not wrapped in a plastic bag to save any spilled liquid if the bottles should break. I went to send the bottles exactly how I'd received them, to hear that such a well known company who charge £5 delivery can't abide by postage rules is very irritating for someone who's queued for ages and gone through a list of questions regarding the parcel. These gifts may just be late now due to having to go all the way home, open the box, wrap these lovely bottles in supermarket bags, seal it up again and travel to the post office once more.
8 months ago
Chris Carlton
Ordered a 30y/o Talisker. Great service, very fast and efficient delivery and I love the engraving on the bottle! Would definitely recommend. Very very happy customer! Will be shopping here again. Thank you!
6 months ago
Belliza F
PROBLEMS WITH DELIVERY, BUT RESOLVED TO MY SATISFACTION.
I ordered an Oban 14yr and Macallan 12yr on 20 Apr, and when we missed the delivery from Parcelforce (our fault), they delivered it to a post office 2 miles away without asking us. I requested a re-delivery to our home address, and was promised this on Apr 25 within 3-5 business days, but it took several emails to get the delivery service to redeliver to our address. It should not have been so difficult, so in apology Whiskey Exchange will be sending us a whisky sample set, which I appreciate.
Unfortunately this mixup just highlights what happens when you outsource delivery to a third-party courier like Parcelforce. I did receive the text from the driver, but as we expected to take delivery as scheduled I did not reply. At the last minute, we were unable to be home at the scheduled time, which was our fault. The problem lies with the driver deciding to deliver to a far-away post office.
If they had simply tried to contact us by text after the missed delivery, we would have requested a redelivery to our address. You have a good website with lots of great products and information, but communications with your delivery courier need some improvement.
3 months ago
Kara Barrow
Good selection of drinks, I grabbed a bottle of Yamazaki 12 year old for myself and a couple of other whisky's gifts for friends and family. Postage was quick and the bottles were very well packaged.
3 months ago
lenry austin
I have been a customer for ten years, and have never had an issue, on time well packaged no damage the easiest site to navigate ? why go any where else ?
4 months ago
Karen Milihram
The company had placed the same shipping number on my order and another order. I spent two hours driving to the fed ex store multiple times to sort this out. At the end of the day the whiskey exchange felt my time was wroth only half of the shipping cost. Not to mention, I returned the second package with more than $500 in product that I had received from the company on accident. That could have been $500 they had to eat, and they couldn't even refund my full shipping. I even asked if we could do half of my shipping and 10% off of my next order. They couldn't even do that. I'll probably just use masters of malt from now on.
2 weeks ago
Akon Ater
I used the Click & Collect service, which seemed like a great initiative from their website. This is more a review of that and the experience on-site, than of the website ordering experience itself. On arrival, the carpark was completely full, however, and there is no Click & Collect parking, meaning I had to double park with hazard lights on. The reception area is a little barren, although I couldn't fault the speed with which my order was located and brought to me. I think they are missing a trick, though, because you can't buy anything else on site - just collect what you have pre-ordered!
6 months ago
Jun Hee
Perfect to find what you need and staff are friendly
2 months ago
Mike Patin
Whisky drinker's paradise. If they don't have it, nobody else will
2 weeks ago
