Lay & Wheeler Reviews 97

Complete shambles. I requested all my wines to be moved to an agent for sale to be told ( by the agent I may add, not L&W) that two cases are missing. Bearing in mind that these Bordeaux cases are expensive, they are not taking this very seriously. Very shoddy customer service. Avoid.

Going to have to move away, as soon as they can find all my missing wine, which has been missing for the whole year. On top of the disastrous warehouse move, transferring wine in has become more expensive.

Customer Care Desk fallen off a cliff again

I requested my wines to be released to my agent 2 weeks ago but as of today the status of my wines are unknown.

My agent and I tried to communicate with the Customer Care Desk but
regrettably, our efforts have been met with silence—a complete lack of response or acknowledgement.

L&W are currently transferring customer reserves from LCB Vinotheque (Burton on Trent) to their new bonded warehouse in Suffolk. Regardless of the logistics customer service has fallen off a cliff. I can understand that under 7.1.3 under their T&C's which states the wines will be delivered within 7 working days, this maybe a stretch with booking in and additional paperwork.
I paid duty & tax on 15th March, put in a call to customer service on 24th March asking when the wines will be delivered no response back. A further call on 4th April again no response back with an update.
Either the customer service team have no clue what's going on either or they just can't be bothered to provide an update assuming they have one, absolute shambles.

I have just received my first consignment since L&W transferred their storage facility in-house. I must say I am delighted with the care and attention spent packing the order so carefully using high class packaging to ensure the bottles arrived in first class condition. Full marks must go to Hannah for taking the time in meticulously handling my order. Even the tape on the boxes was applied with precision. It makes a nice change to receive service of this level when so many other notable companies are falling behind. The carrier, DHL kept me informed of the delivery status together with an estimated time slot. Well done L&W.

The customer service team at Lay & Wheeler are excellent, they always solve any problem, answer any question, sort out any order. I had an order that was still showing as ‘Pending’ two days after I’d placed it. I rang customer services. They swiftly found that their computer had allocated the same bottle of a wine to send to me and also to store in my reserves. Slight logic problem there! 20 minutes later, all solved and the wine is coming to me and a different bottle is being stored. Brilliant customer service experience.

Clear, consistent communication and proactive engagement through their Fine Wine Discovery Club. I cannot speak highly enough of the way Tarka has kept me engaged with their service, delivering a personal element that goes above all expectations considering all of the shopping is through a computer.
When Tarka saw that I would benefit by joining the Cellar Circle plan (as I was meeting the criteria without some cost-saving benefits) she reached out to me and made me aware. Actions like this mean a lot, and it is clear that L&W not only understand their customers, but also look after them.

I have never felt any pressure or expectation to spend more money, purely an opportunity to enjoy and explore wine within the limits of my own means. An exemplary company. Thank you.

I've been a customer for over 40 years and can highly recommend Lay & Wheeler for their excellent service in providing advice on wines for drinking and for longer term investment.

In recent years, L&W has transformed itself. So it still delivers access to the greatest wines of the world, but reaches out far and wide to new pastures such as South Africa and the Loire or deeper into classic areas like Bordeaux , Rhone and Burgundy unearthing less heralded but neverthless great wine makers with the greatest of futures. Tip top service. Very responsive.

Lay and Wheeler provides a remarkably informative, comprehensive service for wine lovers at all levels. I love receiving their assessments of wines that I know well, and I find it exciting to be informed of the relatively unknown fine wines that they search out constantly. My personal advisor is someone that I feel I know well, and trust, although I have still to meet him.

Lay and Wheeler lost a case of Chateau Lafite we'd bought for our son's birth in 1999. After poor communication and no initial offer of compensation, just an offer to pay 'market value", they resolved this. Disappointing experience that should have been resolved sooner but fair play to Issy, the Customer Services Manager, for stepping in.

Ive been a big fan now of L&W for several years now and I’m a member of their Cellar Circle.
The selection of wine available is great including some older vintages (often customer stock is for sale). Service is very personal and delivery is generally within a few days.
I’ve recommended them to friends who have also been really happy.

Placed an order but didn't realise that the wine would not be available until the spring. Lay and Wheeler contacted me to explain this and to see if we still wanted to go ahead. We are not wine experts and asked for assistance on alternative wines. We were contacted by the sales team who gave us options, nothing was too much trouble and this all happened on a bank holiday. We will definitely be ordering from them again, highly recommended.

Tried many times to get in contact with my dedicated account manager and have errors on my account going back to mid year caused by an it error that affected duty charges on in bond withdraws. Nobody picking up the phone. just email addresses.

Something has gone wrong at L&W. I have been a customer for a number of years.

Good stuff. I'm pretty happy with L&W. I have recently gotten in to buying with them and having them store the wine for me. It's a simple system, which I like. I can build up the reserves for a rainy day, and then just pay the tax when I decide to have them shipped. Reasonable cellarage charges.

Placed an order on Friday evening and Monday morning they’re calling me to confirm and arrange delivery.
Given the situation going on with lockdown, very impressed with their customer service and Sam for being so helpful.
Got a feeling I’ll be using L&W a bit more and BBR or Corney & Barrow a little less.

Great company, sourcing great wines.

Been with them now for close on 20 years and in my opinion are the best wine merchant in the UK.

Keep up the good work.

Foreigners beware. I made a purchase from them using my credit card only to be told a day later that I needed to make a bank transfer as they don't take foreign credit cards on first purchase. Although refund was promised(pending still), I lost on FX transaction twice(one on purchase, other on refund). Nothing in FAQ warned about this and why did my credit card charge go through in the first place if it was not allowed?

Problem now resolved.

Good wines and excellent service with your own personal account manager. With the fine wine discovery club Tarka contacts me every 2 months and I give some guidance on what I'd like in my case, Cotes du Rhone on Month, Italian another. Had very very few disappointing wines, although for an average £20 per bottle you should expect that.