Giraffe Cocktails Avis 

Unfortunately, the owner’s response to AB's review contains further factual inaccuracies that reinforce my concerns about how this complaint has been handled.

The claim that the delivery arrived “a few hours later than planned” is simply incorrect. We paid for an express delivery service advertised as taking 1–2 business days. The order arrived one hour short of five business days after ordering. Describing this as “a few hours later than planned” significantly understates the extent of the delay.

The response also states that we were offered a full refund upon return of the products. What it fails to mention is that this offer was subsequently rescinded after I challenged factual inaccuracies in the company's correspondence. In my view, withdrawing an offered refund because a customer points out inaccuracies in the company's account of events was a petulant act and entirely inconsistent with good customer service.

Mistakes happen, and couriers sometimes let businesses down. My dissatisfaction is no longer simply about a late delivery. It is about the way the complaint was handled afterwards and the apparent attempt to minimise what actually happened in a public response.

If the owner put as much effort into serving his customers and resolving legitimate complaints as he appears to put into whitewashing bad reviews, I suspect both he and his customers would be better off.

I ordered three kegs for a party and paid for express delivery, which was advertised as 1–2 business days. When it became clear the order was unlikely to arrive on time, I contacted customer service. Responses were prompt, but I was only referred to the DHL tracking information I already had.
After being advised to refuse the delivery if it arrived after 2pm on the Friday, I made alternative arrangements when it failed to arrive. The kegs were then delivered at 11pm on the Friday which was the very end of the fourth working day, by a courier who did not make us aware of the delivery. We
discovered the drop off the following morning . By then the kegs were too late to be of any practical use.
I requested a refund as the order had not arrived within the advertised delivery timeframe. While the delivery charge was refunded, I was told I would have to pay the return costs before receiving a refund for the order. After I pointed out a number of factual inaccuracies in the correspondence, I was then informed that a refund would no longer be offered.
Overall, I found both the delivery and the way this complaint was handled very disappointing. The customer service felt defensive rather than solution-focused, which is not what I would expect from a professional company. If you're ordering for a time-critical event, I'd think carefully before relying on this company.

I used Giraffe Cocktails products for my wedding and was really impressed. The cocktails were delicious, easy to serve, and a big hit with our guests. They added a special touch to the day and made things much simpler for us. I would definitely recommend them for weddings and other celebrations.

Lovely cocktails,excellent customer service.Thankyou to Ollie for checking for me today to put my mind at rest on my delivery.Would not use anyone else when I want a cocktail .Thankyou from Damon.

Bought as a gift so not tried yet but ordered yesterday morning in Black Friday deals and they've been delivered lunchtime today, great updates on where order was at. Hope they taste good.

I called this company in error and went mad about a refused refund for faulty items HOWEVER it wasn’t them it was another company these guys called me back regardless and offered me a free set. This was so lovely and kind I refused the offer bless them wasn’t anything to do with them. They also text me the right company 5 star service and next time we will be using you! Thanks ☺️

Giraffe Cocktails never let us down. The drinks are perfect everytime. My friend and I order the small mixed pouch boxes to take camping with us or for bbqs. Another purchase will be going in soon for Christmas. Highly recommend ordering from these guys 😊

We had these at our Nephews engagement party, what can I say! Fantastic, such brilliant cocktails. I was so impressed I bought some for my birthday and I’m hooked!

Definitely recommended

Lovely cocktails. Taste and look like fresh without the hassle. They wow the guests with little effort. So easy to store, keep and use

I love this product and can’t wait to buy more

We bought these for a wedding in March and all of our guests we so impressed.

They were extremely helpful in ensuring the cocktails were delivered on time!

Excellent! Bought as a gift and they loved them. Can’t wait to buy again

Way too sweet poor quality and doesnt taste like what it should. Very disappointed

DID NOT RECEIVE GOODS
Goods never arrived, blamed DHL who only showed google images of my property, then when they gave me a refund they charged me the pleasure of DHL returning it to them £3.95 !!!
TERRIBLE Experience TERRIBLE Company
Lots of other companies out there so I would try them.
Avoid this company at all costs or you will loose money.
YOU HAVE BEEN WARNED PEOPLE ⚠️

Still yet to receive my order over a week later. DHL keep saying out for delivery and then decide they can't be bothered and don't turn up. I get given a new delivery date that is days away and then they suddenly decide to change it last minute and let me know the same day they "intend" to deliver it. Won't order from here again regardless of the standard of the product as long as they use DHL to deliver orders. Has this company looked at DHL Trustpilot review page or did they just go with the cheapest delivery option?

09/12 EDIT - In response to the below, my order was with you and I'm therefore your customer, not DHL's, and this review is based on my overall experience with ordering from you. The parcel has now been delivered - left in the outside mixed waste bin (consumable item left in a rubbish bin...). I've updated the star rating as the poor delivery is only part of the ordering experience but unfortunately I won't be ordering again.

Ordered cocktails for our annual Christmas party, these were excellent.

We followed the serving suggestions and these Tasted just like from a bar

2nd order only ordered because of discount ordered 2 x pina colada one gin garden 1 x strawberry daiquri all supposed 1.5l the pina colada only contained 3 glasses of 1/4 litre approx which is half stated volume not wanting refund only saying they don't deliver quoted volume.

Excellent customer service and top quality products would not go anywhere else now for my partys

I've ordered from Giraffe Cocktails quite a few times over the past 3 years and every experience has been really positive. Delivery has been timely, customer service has been great and responsive, and the cocktails are delicious!

Excellent cocktails

We had these for a party last weekend, the cocktails were a hit and everyone said how much they enjoyed them

Super quick delivery, great service and super tasty cocktails. More than happy.