Hercules Wines Avis 

Amazing customer service - during lockdown, I hoped to get a special bottle of wine to someone as an important thank-you. Despite the warehouse being closed to visitors at this time, there is still a good supply of wines to chose from on-line. I emailed Hercules to find out more about the delivery charge and the wonderful Sarah replied that, since the destination address was so close, she’d walk it round herself! Not only that - she offered to add a little thank you note from me to the gift bag too. Above and beyond! Such thoughtfulness, particularly at this challenging time, is really touching and very much appreciated. Sarah, you’re a star!

Worst online shopping experience ever. I ordered a Geoff Merrill Cilento 2011 from their website. It showed they had it in stock so I made the decision to buy 6 bottles. I then received what I hought was a courtesy email telling me the vintage was 2912 but they still had the 11 and it would be shipped out immediately. I replied thanking them. So far so good until I received the wrong wine! I called and spoke to a nice chap who told me the lady who deals with online ordering would call me back and they would sort the problem out. I was happy until Sarah rang back Rude, agressive and completely unwilling to accept they had made a mistake, blaming me for not understanding her vague and ambiguous email. Instead of accepting their mistake, advertising the wrong item on their website, and offering to pay for return carriage as they are obliged to do under distance selling regulations, Sarah basically rared up at me on the phone then accused me of shouting at her before she hung up on me!! Paypal Dispute raised and American Express notified of chargeback. This rude and ignorant Sarah could have avoided this by understanding that she made a mistake and providing, at least, some level of customer service. I will NEVE EVER BUY FROM THIS PERSON AGAIN. ONE STAR AVOID.