Lay & Wheeler Reviews 97

Acceptable overall, lack of proper communication.
Ordered a case of wine from them, but for some reason they don't feel comfortable with emails... I received an unnecessary phone call, just to ask me if that was my first order (they should already have known that) and other small details. I specifically asked to send me an email when the case was ready to collect.
No email was received. They only answered when chased, and didn't receive any apology for the miscommunication.
Wine selection is overall good, but it would be nice to receive both a better customer service and an appropriate communication.

L& W Customer Services - excellent in resolving logistic issues etc. can't be faulted.

Where you rank below your peers is on the broking side for your standard 12% commission (one of the highest in the UK) when compared to BI, Farr's, F&W, etc. You generally fail to list any critic reviews, tasting notes (not L&W's own which have very little standing in a global market place) take 1998 Clos d'Ambonnay, Krug at £1,285 a bottle and in this case your own stock there is zero information.

Consider, this a Rolls Royce of Champagne, if I were a Rolls Royce dealership, I would probably loose my contract if I failed to explain anything about the car to potential customers.

There are plenty of other tweeks and improvements I could list which would help to engage the customer with the primary goal of getting them to log on to the site more frequently.

If I win the case of wine then you can have them.

Your rolling ticker showing new wines listed which is in fact is generally untrue given your just regurgitating previously listed stock for sale on rotational basis you can have with my best wishes.

These are choppy waters, just look at the position Berry's finds itself in whilst the family are secure, the business plan is hemorrhaging money.

The revenue generated at Farr's has dropped at an alarming rate.

Don't be a casualty there are many great things about L&W that could be enhanced benefitting the bottom line and re-engaging the inactive customers.

All Good in the Wine Hood

After finding the wine of my choice through Wine Searcher, I couldn't quite believe how easy the process was. Lay & Wheeler came up with the best price, I contacted them through Wine Searcher, I got a response quickly, the quote was the same as listed (not always the case), and the transaction was complete in an hour or two. The best bit is that I could collect the wine from a local Majestic for a much lower delivery cost than I'm used to from other Fine Wine Agents. What's not to like?! This is how it should work.

I have a specific contact in Lay and Wheeler, who contacts me regularly with recommendations tailored to my wine preferences. The handover between contacts when this has become necessary has been without problems.

There needs to be better integration with Majestic on deliveries and discounts. I have had an account with L&W for years but do not want a cellar plan so I do not get discount with Majestic - why????

I use Lay & Wheeler fairly often and find their website easy to use and full of helpful advice. Ordering is simple, storage fees are reasonable and their specific tastings are always fun. Just an enjoyable experience dealing with the company.

The service from Lay and Wheeler has been faultless to date. Although I have only been ordering for a year, the breadth of choice is superb and the recommendations are great.
I particularly enjoy receiving the periodic brochures of wines by region, and have found this the most tempting in choosing wines for my small (but growing) collection.

A few years ago I bought some vintage port en primeur via Majestic -
they were hopeless! Sometime later I complained to a branch manager who explained they now had Lay and Wheeler for "that stuff"!
Their prices are fair, the cellaring seems to excellent with reasonable fees and the website is informative if a bit traditional. They fill me with confidence and most importantly they are pretty strong on fine Italian reds. Customer service is unobtrusive but competent - definitely in my top three of wine merchants!

Good pricing and good storage facility. No hesitation to have business with them and would recommend them to any wine lovers wanting to build up a good cellar.

I use Lay & Wheeler to store wine. Adding to my reserves is easy, withdrawal fairly priced and efficient and the online account informative and easy to use. Good telephone customer services as well.

Focused and always encouraging, friendly and knowledgeable, Lay And Wheeler remain the place to go for any wine conneseuir. Rx

I have been buying wine from this company for many years,and am glad to say the takeover seems to have resulted in a seemless manor.the service and ethos seem to have very much continued which is very reassuring.
strong in en-primeur and opening offers.excellent liason.
efficient use of vinotheque bond and easy cellar management.
never had any problems

L&W is extremely responsive and the online system (particularly the cellar storage) is excellent.

Very well organised online fine wine company with excellent en premier & storage services.

It's lovely going to tastings & private dining events, meeting producers and experiencing wines, knowing it will be handled and stored by a dedicated, enthusiastic team.

Member since 2013.

Two thumbs up from me…

I love Lay & Wheelers Cellar Circle. They have good wines, they have knowledgeable advisors and they make win collecting fun.Will, our account manager, brings the personal touch as he knows the wines I am knowledgeable about, ones that are new to me, what I like to drink & collect.

Been with L&W for a few years now and I have received excellent service from them. They contact me the right amount of time with offers that I would consider and if I don't want them there is no pressure. Nothing is too difficult and everything is very easy. I would highly recommend them to anyone.

One great reason to join Cellar Circle is the 10% discount in Majestic. I hadn't used them for a while, and had forgotten how knowledgeable, interesting amd interested the staff are. i've bought some excellent, reasonably priced wines with complete confidence.

I've been a customer for almost 20 years. Service has always been excellent with the personal touch.

I have been a member of Cellar Circle for a year and have been extremely impressed by the quality and diversity of wine offered by Lay & Wheeler as well as the expert knowledge and efficiency of our Account Manager, Paula. She is always will to offer excellent advice and we have not failed to be impressed by the quality of all the wine we have tasted. We look forward to tasting more of the wine we have purchased when it matures.