Whiskys.co.uk The Specialist Whisky Shop Avaliações 

Resposta da Whiskys.co.uk The Specialist Whisky Shop

17 de set. de 2026

Hi Robert,

Thank you for taking the time to leave your feedback, and we're truly sorry that your order arrived with damaged bottles and packaging — that's really not good enough and we completely understand your frustration.

We do want to sincerely apologise regarding the communication too. We have checked and have not received any emails from you, which concerns us greatly. Our inbox is monitored and we would never intentionally ignore a customer — please do try reaching us directly at josh@whiskys.co.uk and we will make sure you receive a prompt response.

We'd very much like the opportunity to make this right for you, Robert. Please do get in touch and we'll resolve this as quickly as possible.

Resposta da Whiskys.co.uk The Specialist Whisky Shop

17 de set. de 2026

We're so sorry to hear your order arrived in this condition — damaged packaging and a broken bottle seal is absolutely not acceptable, especially for a collector, and we completely understand your disappointment.

We do want to be transparent and say that we have not received any emails regarding this, which concerns us greatly as we would never intentionally ignore a customer with a genuine issue. We're sorry if your messages didn't reach us — please do get in touch directly at josh@whiskys.co.uk so we can get this sorted for you.

We're more than happy to send out a replacement bottle once the original is returned to us. We'll make the process as straightforward as possible for you.

Again, our sincere apologies — this isn't the experience we want for any of our customers.

Resposta da Whiskys.co.uk The Specialist Whisky Shop

17 de set. de 2026

Thank you for leaving your feedback, and we are genuinely sorry for the experience you've had — we fully understand how frustrating this must have been, and we sincerely apologise that we fell short of the standard you deserved.

We take every report of a missing item seriously, and in this case we did dispatch two replacement bottles in an attempt to resolve the situation. DPD marked the first as successfully delivered; however, as you advised us you hadn't received it, we sent a second replacement without hesitation. We do have photographic proof confirming delivery of that second bottle, and we're sorry we haven't been able to bring this to a satisfactory conclusion for you sooner.

We also want to apologise unreservedly for the communication failures you experienced. Not having calls answered, emails responded to promptly, or website messages dealt with properly is not acceptable, and it's not who we are as a business. We're a small, family-run team and we care deeply about every customer — reading this review is a reminder that we need to do better, and we will.

If you'd like to discuss this further and reach a resolution, please contact us directly at josh@whiskys.co.uk — we would very much welcome the opportunity to make this right.

Resposta da Whiskys.co.uk The Specialist Whisky Shop

14 de jun. de 2026

Thanks for taking the time to leave a review — I’m genuinely sorry for the frustration and delay this has caused, especially given the importance of your required date (18 May).

To clarify what happened on our side: as previously agreed, we asked you to send us the payment link for the Spanish customs charges so we could settle them. Unfortunately, we never received that link. As a result, the shipment was not able to clear customs and was returned to us in the UK.

As soon as the parcel arrived back with us, we reshipped it straight away.

We also want to be transparent that our Terms & Conditions state we are not responsible for delays or issues arising with customs clearance and local import processes. That said, we absolutely understand how disappointing this experience has been, and we did respond promptly to your emails throughout.

We have been in constant contact with DHL UK to try to move this along, however because the delivery is to Spain, we do not have direct access to DHL Spain or Spanish customs systems, which limits what we can action from the UK side.

If you can reply to us directly with the latest tracking update (or any customs reference you may have received), we’ll continue pushing this with DHL UK and do everything we can to help bring this to a resolution as quickly as possible.

Resposta da Whiskys.co.uk The Specialist Whisky Shop

14 de jun. de 2026

Thanks for your review — and I’m really sorry to hear this, especially if it’s been an ongoing issue with the same driver.

While delivery is handled by DPD, that’s not the experience we want associated with Whiskys.co.uk. If you’re happy to share your order number (and any delivery reference/details of what happened), we’ve raised this directly with DPD and request it’s investigated so it doesn’t keep happening.

In the meantime, if you have any preferred delivery instructions (safe place, neighbour option, specific times), let us know and we’ll make sure they’re clearly added to your delivery notes for future orders.