The Curious Drinker Arvostelua 4 703

Vastaus yritykseltä The Curious Drinker

2 päivää sitten

Hi There, We're sorry to hear that your experience did not meet your expectations. While we're pleased that you found Bianca's service excellent, we'd like to clarify our cancellation process.

Membership cancellations are handled over the phone so that we can securely verify account details, answer any final questions, and gather valuable feedback that helps us improve our service. The process itself is straightforward, with calls averaging around just two minutes. There is no requirement to remain a member, and any offers discussed are simply presented as options.

Our team genuinely enjoys speaking with members, whether they are staying with us or choosing to leave, and we aim to make the process as efficient and helpful as possible.

Thank you for having been a member, and we wish you all the best.

Kind regards,

Sophie
Memberships Executive

Vastaus yritykseltä The Curious Drinker

4 päivää sitten

Hi Deborah,

Thank you for updating your review.

I'm sorry to hear that you're still feeling disappointed with your experience.

In terms of value, we're always happy to provide a full breakdown of the contents of any box. Our monthly boxes cost £47, and the combined retail value of the products included is consistently over £60. Alongside the featured spirit, members receive premium mixers, snacks, tasting notes, cocktails and exclusive products that are often unavailable elsewhere. We're proud of the value we provide and, over the years, have continued to increase both the quantity and quality of what's included in our boxes.

Regarding payments and deliveries, we charge members on the 23rd of each month so that we can consistently deliver boxes within our advertised delivery window of the 1st–7th of the following month. This isn't because we're unable to manage demand; it's a deliberate process that allows us to maintain a reliable and consistent service for all members. The benefit of this approach is that members always know exactly when they'll be charged and when they can expect their box to arrive.

As a premium subscription club, we dispatch and deliver thousands of boxes within a very specific timeframe each month. Our systems and processes are designed to ensure deliveries remain consistent throughout the year, including during weekends, bank holidays and peak periods.

With regards to your June box, we are still within the advertised delivery window. While we appreciate you're eager to receive it, the 1st of the month is not the promised delivery date; our commitment is delivery between the 1st and 7th of each month.

I've also checked your account and can see that you contacted us yesterday. Our Membership Team aims to respond to all emails within 48 hours, and someone will be in touch with you as soon as possible.

We genuinely value your long-standing membership and appreciate your feedback, even where we may disagree. We hope we'll have the opportunity to address your concerns directly and restore your confidence in the club.

Kind regards,

Yasmine
Head of Customer Service

Vastaus yritykseltä The Curious Drinker

4 päivää sitten

Hi Samuel, Thank you for sharing your feedback.

We'd like to clarify that memberships are never added without consent. Customers must actively select and agree to the membership during the sign-up process before any subscription is created.

Regarding cancellation, we ask members to call our team so we can process the request immediately, answer any questions, and gather valuable feedback on their experience. The process is straightforward, with calls averaging around two minutes, including any wait time.

We're sorry if this wasn't your experience, and if there has been any misunderstanding regarding your membership, we'd welcome the opportunity to look into it and help resolve any concerns.

Kind regards,

Sophie
Memberships Executive

Vastaus yritykseltä The Curious Drinker

4 päivää sitten

Hi There, Thank you for your feedback. We're sorry to hear that cancelling your membership felt frustrating.

To clarify, the only requirement for cancelling a membership is a quick phone call to our team. Our average call time, including any wait time, is around two minutes. We use this process because we genuinely value the opportunity to speak directly with our members, gather feedback, answer any final questions, and ensure everything is handled correctly and immediately.

While we may ask a few questions to understand your experience and see if there's anything we can help with, there is absolutely no obligation to continue your membership. If a cancellation wasn't processed as expected, we'd be happy to investigate that further.

We appreciate all feedback, as it helps us continue improving the experience for our members.

Kind Regards,

Sophie
Memberships Executive

Vastaus yritykseltä The Curious Drinker

5 päivää sitten

Hi Mrs Julies, Thank you for your review.

Our subscription operates on a fixed monthly schedule: payments are taken on the 23rd of the month prior to delivery, and boxes are dispatched during the first week of the delivery month. Your June box is currently due for delivery this week, so please keep an eye on your tracking updates.

As with many subscription services, payments are collected on the same date each month to provide a clear and consistent billing schedule. These payment dates, delivery windows, and cancellation terms are outlined during sign-up and within our Terms & Conditions.

Once a box has been fulfilled and payment has been processed, we are unable to cancel that month's order. However, customers are never obliged to keep a box they no longer want. In line with our returns policy, unopened boxes can be returned to us.

We appreciate all feedback, but we feel it's important to clarify that your June box is currently in transit and has not been missed.

Kind Regards,

Sophie
Memberships Executive

Vastaus yritykseltä The Curious Drinker

5 päivää sitten

Hi Aidan, Thank you for your review.

We've looked into your account and can see that you have contacted us once, yesterday, regarding cancellation, at which point we promptly replied with our cancellation process and instructions.

Our cancellation procedure is clearly communicated, and we have no record of three separate cancellation requests being received from you.

We understand that not everyone will agree with our cancellation method, but we do not send customers in circles or deliberately keep memberships active against their wishes. If a membership remains active, it is because the cancellation process has not yet been completed.

If you believe there has been a misunderstanding or you have additional correspondence that we have not received, please contact us directly and we will be happy to review it with you.

Kind Regards,

James,
Memberships Executive

Vastaus yritykseltä The Curious Drinker

6 päivää sitten

Hi Lilyana, Thank you for your review.

We're sorry to hear you're disappointed with your experience. However, we'd like to clarify a few points for anyone reading.

The Curious Drinker is a subscription club designed to help members discover exceptional craft gins, rums and other spirits they may never have come across otherwise. Membership details, pricing and billing frequency are clearly displayed during sign-up, and we remind customers multiple times throughout the registration process that they are joining a recurring subscription.

Following sign-up, we also send a series of welcome emails explaining how membership works, what to expect from future deliveries, and how to manage or cancel a subscription before the next shipment is processed.

As with most subscription services, once an order has been processed and reserved for fulfilment, it is not always possible to issue a refund simply because a member no longer wishes to continue. That said, you are never stuck with a box you don't want, you can simply return it.

We're proud to support independent distilleries and introduce our members to exciting spirits from producers they might otherwise never discover. While we're sorry the service wasn't the right fit for you, we appreciate you giving us a try and wish you all the best.

Kind Regards,

Sophie
Memberships Executive