Naked Wines Avis 

You pay into naked wines for a whole year so you can order your drinks ready for Christmas. Only when you place your Christmas order they can’t deliver it until after Christmas because it’s an extremely busy period for them, not much point in that. I have now cancelled my subscription and will ask for a refund on the drinks that will be of little use after Christmas. This company is an absolute waste of space, you’re much better supporting a local off licence or going to the supermarket. Never again.

I haven't written a review for a while so I thought I would update my experience.

I've said it before and will continue to say that Naked Wines Customer Service is the best that I have ever experienced over the past 10+ years. Their wines are also consistently excellent and in the times we're living, they're well priced.

I'm not paid or coerced into writing the above, I just believe in calling out excellence.

This once enterprising, customer-focused and spirited community is now a cynical, low value, commodity sales-dominated business that can’t fulfil its own orders. Wouldn’t be so bad if it was down to me leaving my order too late, but they cold called me - on a Friday evening, promising delivery within a week. One week later I received an email letting me know that the delivery would take another week. Their phones are switched off while they deal with their backlog of emails, and an email solicits a response that they will get back to you in 72 hours. So they’ve got my money and I don’t have the wine in the timescales promised and now I can’t get through to cancel my order, despite them being happy to cold call me on a Friday night. I feel completely mugged-off. Sad to see what they’ve become, but that’s me finally done with them. I think they were in financial difficulty last year, it feels like they’re fighting for survival, but definitely on their last legs.

I thought I would like to get some good quality wine 🍷 in for Christmas and New year, I knew I'd left it late and was unsurprised when a delivery slot of next week was given. But a wonderful thing happened, my delivery came a week early, well done Naked Wine's for going above and beyond to make it happen. And well done to Evri for delivery on what is the busiest time of the year.

The service from this company has gone massively down hill over the past year. My advice is to avoid them. Been a subscriber for over 5 years but am cancelling my subscription now. We have had such issues with our last two orders. Ordered a case for approx £160 in the summer and one for Christmas for around £140-neither arrived in time or without significant intervention from us. We paid to select a delivery day and neither order was delivered on the day and there was zero communication on either occasion to say they’d be late. Several phone calls later in the summer and we were told ‘oh it got left off the van’-this case was then shipped but missing for a week on the van of a delivery company that we couldn’t contact (Yodel) - completely missed the occasion it was ordered for. This Christmas it is happening again. Paid for 20th December delivery - did not turn up-zero communication to say it wouldn’t. Tracking checked…it’s yet to leave the warehouse. A quick check on their Facebook page a many customers having same issue over again-yet naked wines on there advertising for more orders. Avoid-they cannot fulfil orders when they say they can and don’t really care if the items arrive too late for your occasions.

Wine ordered 2/12- and paid for
Still not arrived-
‘Lost’ by awful delivery Co (DHL)- then just 2 bottles left on doorstep for anyone to help themselves - not left in designated safe place
Didnt make the last 2 dates
Bombarded with really annoying‘we’re working on it ‘ messages from ‘the wine guy’
Now promised for 24/12 !!
A truly awful company
Avoid

I thought i was one of the lucky ones, as my delivery was only delayed 3 times and I had a message saying it would be delivered today. It arrived late this afternoon and instead of the 6 x bottles of red wine that I had ordered, I received 1 x bottle of red and 1 x bottle of white.
You shouldn't be taking customers money if you can't keep up with the Christmas order demand.
This was to be a Christmas gift.
I would like a refund ASAP please and i have already sent you several messages.

The wine is fine, but time and time again they fail to deliver on time, even when i paid for deliver on a specific date.

Order made 10th with delivery promised by 19th latest. No comms so checked on 19th and delivery may not be until 24th!! Can't speak to anyone (" too busy to answer phones"), 72 hour response to e-mails!

Response received that Naked confident that delivery will still arrive by Christmas. I needed that delivery to be here today latest! Christmas doesn't start on the 24th! Had there been any suggestion the 19/20th was doubtful, the order would not have been made.

Fantastic company, great wines, great value and friendly comms, sadly if you continue to use Yodel as a courier I will be cancelling my subscription in the new year ( and I don’t think I’m alone in that)

20/12/25
Thanks for your response Emily, but I have already taken this up with yodel a number of times with no success, or often no acknowledgment,
They have repeatedly failed in following clear delivery instructions

I have sent the requested information

Thanks

Tom

Received confirmation email at time order placed - 9th December - with delivery assured by 19th December latest. No correspondence since - phoned to check (7 minute waiting time) to be told of "delays". No good to me as wine required for team members at work Monday - so refund requested. "Compensation" was a £10 voucher to use on another order which I guarantee you I will never place. The guy on the phone was polite and helpful - but the service from the company was REALLY poor. No updates. No delivery. I appreciate it's a busy time of year - but no excuse for this.

Absolute scoundrels, have started taking payment without authorisation - am intending to close account with immediate effect - product was not good either

Order placed on 8th December. Delivery scheduled for 18th December. Tracking shows it hasn’t been dispatched. Automated response to enquiry about my order. Poor service.

I really liked the wine from them, especially when I like to try something new. But the thing is I don't like lies. I am/was a subscriber , I think it's a nice idea to put aside small amount of ££ to buy ones in a while a box of nice wine. They always advertise some free bottles for different occasions, finally I decided to use this option now. They added 3 bottles of wine in my basket and it says add 12 more to have that gift(what make sense) ...so I added a mix case of 12 bottles, and now they say we can't deliver your free bottles because that cases are prepacked and ready to be delivered, so it says I should remove these free bottles from the basket to continue. So for me it is pure lies. I mean, you already have my money, they are on your account, I can't have them back, I can use them just to buy from you, that's it money are yours already, why going that way and inventing this lies?? Well that makes me rethink about that company and cancel my subscription. Lies destroy loyalty, so I am gonna look for another place to buy the wine, shame because the wine is really good.

To echo some of the recent poor reviews. Used to be a good company to deal with but service has steadily worsened in the past year or so. Have now been waiting for an update on when to expect my delivery- 2 weeks since ordering.
Have had a couple of generic emails from Brent the wine supply guy apologising that my case yet again failed to leave the warehouse. I also emailed for a specific update and received a reply from Hannah who didn’t really say anything of any value. Still no update on why my order has failed to leave the warehouse. I understand that hey are busy with Christmas orders but the whole episode has turned into a complete farce. The friendly / joking nature of their generic emails just comes across as condescending. If there are such major delays with deliveries maybe you should have paused new orders until the backlog was cleared.
Obviously I’ve cancelled my subscription and will not be using the company again.

Update on the delivery.
Order left the warehouse with expected delivery date of 22/12/25. Order did not arrive.
Email with new expected date of 23/12/25 - now received another email stating that it has again been delayed. They no expect to deliver on 24/12/25. This is with DHL. Do I belt them? No. This is for an order placed on 4th December.

Have ordered for christmas - on the day they were supposed to deliver today - they send an email saying that they can't deliver today after all and that 'they will try their best' to get the delivery before Christmas. Appalling customer service and no more than a vague update of it might get delivered before chritmas but we don't know when - not good enough - sort it out.

I purchased a Christmas case and my delivery has been delayed several times. It still hasn't been delivered and I am still waiting. Customer service is dreadful. I have cancelled my angel subscription, as a result of non delivery, and naked wines won't refund my account balance. Avoid this company and go elsewhere for your wine.

I’m on a subscription for the fine wine club. Recently, I was charged twice for the same box which all had to be reimbursed to me. The explanation I was given was that in order to speed up shipment the box was put through twice. After sorting out my refund I thought I would actually receive my subscription. Today is supposed to be the last day for delivery and it is still in the warehouse. This has been a very disappointing experience. In short unless you’ve got the time to sort their errors out and twice the money don’t join.

Been contacted by an AI assist who has mearly asked for my details and done nothing so far to sort this. Looks good though for potential customers.

Great wines but customer service has been very poor recently.

I pre-ordered a case ahead of Christmas, and knowing I would have a balance to pay I added some payments via a gift card a day or two after ordering it.

What I hadn't realised is that Naked Wines had already taken payment for the balance. I didn't realise because at no point had they emailed me to let me know, or even to forewarn me of the transaction (their Ts and Cs say they will, and they're normally very good)

So realising this, and also deciding I wanted to stop paying regularly (health, and new year, and all that) I asked for a refund of the balance. They have found a hundred reasons not to pay anything back, and ignored my own suggestions about how they might be able to do that, or alternatives that don't cause money laundering concerns. But they're resisted all of them and instead spent an awful lot of time and energy not fixing the problem.

I have now given up hope of them returning the balance, and resigned to losing that value. But life is too short to keep trying to force them to accept they made a small mistake that caused me to pay money that they'd already taken and now they seem determined to keep my money or insist that I buy more wine with it, which I just don't need or want.

I had been an "Angel" for a few years, mostly enjoyed the wines, but this has been horribly silly and I will be very unlikely to return to them.

EDIT: it took a couple of weeks, and I lost count of how many people got involved. Naked Wines eventually accepted, after asking repeatedly, that they had not sent the advance warning of the payment they were going to take and therefore did breach their own Ts and Cs. A simple mistake they could have rectified and put right very easily but they insisted on trying to speak about the issues that caused instead of just dealing with it efficiently in the first place.

They have also confirmed that they won't be honouring their guarantee because apparently they assume I was abusing that - which admittedly I was, out of sheer desperation to get some of the value they were otherwise trying to keep, and to make the point that their assurances and promises are not to be trusted or taken on face value.

It's a real shame - I had enjoyed the wines I had received over the years. I have no idea if they represented particularly good value or not as I am not a wine buff, but the nature and tone of the customer service in this instance leaves me cold, and I'll swerve them for the rest of forever I think.

I have always found the products from Naked wine to be exceptionally good, both in flavour and value for money.
I had a problem with my order this time and, thanks to Sameer in customer service, it was resolved professionally, quickly and to my complete satisfaction. Sameer kept me informed, via email, at each stage of the process and ensured that everything went smoothly. He made me feel like an important and valued customer and I thank him for that. This is what customer service should be like.
Well done to Naked Wines for providing this and employing such dedicated staff members