Dan Murphy's
Reviews and Complaints

On 1st november I was made aware celebrations were selling cases of corona for $35 so I rang the 1300 number to confirm you would price match. I was told yes and went to the balga store and went to the counter and showed the offer... I was refused the price match and staff were rude and nasty whilst dealing with me. I was spoken to very rudely.
The female at the store was aggressive in her tone and kept telling me the bottles were not the same size but I showed her they were and was basically called a liar. The supervisor was more professional but refused me the price match even after I again showed him the offer. The manager refused the price offer also and was rude saying that I was a joke and no way coronas would be sold for that amount and I should get out of the store. This was done in front of other customers which embarassed me and held me up for nearly 10 minutes. I then left the store and went and bought the coronas for $35 a case. I have been a loyal customer for years and im now likely never to return again because of this incident... Staff were rude... Staff on phone made promises that were not kept and your price promise to customers is a lie!

Hi
I ordered 1x glenfiddich 18 year old and 1x wild turkey rear breed on special for members only through online. Pick up from water garden branch (vic). So I turned up the next day to collect my order only to be told all the stock of the glenfiddich 18 year old was stolen from the branch. Fair enough theses things happen how about someone ringing me up and letting me know. Then the person behind the counter gives me the laziest excause that he has just started his shift. No apologies given no alternative offered. He simply didn't care what makes it worse he was no young bloke he was an elderly gentleman who I would have thought had some form of experience on how to handle a complaint. So I went over to first Choice Liquor who were not only more then happy for my business but also matched your prices. Keep up the good work. One less customer.

I felt compelled to write this complaint with reference to the insane logic applied to myself and my daughters at your Bunbury store today. We had travelled to Bunbury from collie (45 mins) and rather than sit in the car, my 15 year old accompanied myself (50 yrs) and my 18 year old into the store. I quickly purchased my wine and baileys without question and was immediately followed in the checkout by my two daughters. My 18 provided her ID and my 15 was standing along side her with her arms folded. The young female on the register asked for ID from both of them and my 18 immediately provided this and when my 15 was asked and did not have hers, my 18 year old was declined service as it was suspected she was supplying a minor. I assured her that this was not the case and the girls were my daughters but she refused service. I was completely stunned and asked to see the manager. When I explained the situation to him he said that he would probably not have made the same decision as his employee but was going to stand by her decision. Please explain to me why this makes any sense at all. My 15 entered the store, did not touch a single thing and her sister was refused service. She was buying six cans of premixed vodka. Please explain how any parent can enter your store with an under age child and purchase anything. We are not legally allowed to leave our children in our vehicle but need to provide their proof of age before purchasing alcohol for ourselves. I am extremely disappointed and would be very reluctant to return to your store

Sorry sick of being treated like a criminal when going to Dan Murphy's because they keep the gentleman's jack Daniels behind a locked door forcing me to ask at the counter for a bottle then being forced to wait as they get staff to get it. I think this is a joke especially when it's a $50 item and you have scotches worth over $100 outside the case maybe at least keep them under the counter to save time or I'll be shopping somewhere else.

I work for Sunshine Coast Community Services and went to the Dan Murphy Kawana store to collect an online order for a client. My client is 80 years of age and under going Medical treatment. My client went to the trouble of writing a letter of authorisation for me to collect the goods on his behalf.

When I arrived I was told that this was not good enough and my client would need to be contacted, and a verbal conversation needed to take place. I explained that my client was having treatment on his legs and was currently with a nurse and may not be contactable. The duty manager did not care about this at all. After some discussion I said you can try and get hold of him and see how you go. They did in fact get in touch whilst he was being treated and after a good grilling decided to proceed.

I thought after all of this I could get on with my day but no theres more. I was told I needed to produce a license which was in my car. After more discussion about why all of my details were required I went back out to my car and produced my licence.

My experience at Dan Murphy today was unfortunate to say the least. I do understand the need for procedures but life is not a procedure and at times your managers should have the common sense to be able to make a decision and when required be able to step outside of these procedures. I work with very sick and disabled people all day long and I would never recommend your online pick service.

Hi I'm writing with 2 issues in regards the above item. Firstly I note that even though the product was advertised in the footy finals specials neither the Woden or Tuggeranong stores had stock. Secondly, I was advised that the line was being discontinued. Fair go Dan how about giving loyal member customers a fair go. And why stop supplying a great tasting cider

Please find copied below my correspondence with your staff - most recent first.

Today
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jacquelyn.[protected]@danmurphys.com.au, carlos.[protected]@danmurphys.com.au

date: 13 September 2017 at 14:02
subject: Review of order #[protected] and notice of referral to Fair Trading if not resolved by COB Friday 15 September

Hi Jacquelyn,

I sent a detailed email to you last night about the order referenced above.

Today I have had contact from Dan Murphy's, none of it about resolving the matter with me or acknowledging my email.

There were two phone calls - about half an hour apart this morning before 10:30.

Call #1 asked me about the delivery address for the merchandise, the communication was unclear, but it seems they were looking for an address where the merchandise was dropped off.

Call #2 I was informed this was recorded, please feel free to listen, again was unclear in its purpose - said the driver could not the delivery address. I gave the Summer Hill address assuming Dan Murphy's had reviewed the matter and had without letting me know fulfilled the order.

At approximately 11am a somewhat bewlidered deliver driver appeared at the door of 170 Old Canterbury Road to pick up a parcel.

I told him there was some confusion and I had nothing for him to pick up.

I look forward to hearing from you by soon. I would like this problem to be resolved between us. If we are unable to resolve the matter I will refer it to NSW Fair Trading for intervention.

Please contact me by return email at your earliest convenience.

Regards,

Christine Harris-Smyth

Yesterday
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date: 12 September 2017 at 22:17
subject: Customer service and order #[protected]

Hi Jacquelyn,

I don't think Carlos is aware of the difference between meeting customer needs and resolving issues with an order.

Here's my beef:

1. I made an inadvertent mistake in selecting order address - mea culpa.

2. I'm having a small event in Summer Hill on Friday afternoon and having had some trouble with deliveries here before (see my customer history) ordered early.

3. While the address was wrong and that was entirely my mistake (and I know that) the instructions on the order in no way matched the address the delivery went to. Here they are:

4. I guess that your online service proposition is convenience (what I want at a good price when I order it) - that proposition is not met when a driver does not make a phone call to question delivery instructions that do not match the destination. The Darlinghurst address is an apartment with entrance on Bourke Street less than 200 metres from Taylor Square. It is not a house with a sheltered porch.

5. My real problem however is that unlike Alexander, Carlos did not recognise that my need was for an order to be delivered by COB Thursday. He could have addressed that need and told me he didn't have authority (even if that wasn't true) to make a decision but that my reasonable point about the instructions not matching the address would be resolved by someone senior. He could have informed me that I would be credited for that order if there was agreement the service was not fit for purpose.

6. In the meantime I could repeat the order (clearly paying again) and he could have assured me of delivery by close of business Thursday ( a small act of goodwill).

As you know Woolworth turns over circa $60 billion per annum - some consideration for customer needs wouldn't go astray.

I have copied Carlos on this email.

Regards,

Christine Harris-Smyth

FYI here's the brilliant proof of delivery

---------- Forwarded message ---------
From: Carlos Guerra
Date: Tue, 12 Sep 2017 at 8:08 pm
Subject: Order #[protected]
To:

Hi Christine,

As requested, please find the email for my supervisor below:

Jacquelyn Hamad - jacquelyn.[protected]@danmurphys.com.au

As mentioned, I have followed up with the couriers to shed more light on where the items may have been left.

Kind Regards,

Carlos

I am writing to make a complaint on the way I was treated entering the Dan Murphys Cannington store. As a young adult and an employee that handles and serves tobacco products I understand the conduct and procedure when a customer isnt of legal age to purchase certain items, but no where does it say that staff are allowed to belittle and condecend customers who are trying to do the right thing. While purchasing alcohol in this store I knew I would be asked for id so obviously I was prepared but what i did not appreciate was the rude comments after looking at my id and my age. Not only this but the general service of my cashier was embarrasing and disrespectful, as I greeted her with a smile and manners all I got in return was snaps about my id, my age and was then served over the top of after my purchase was finished. The way the staff handled the situation was poor and a disgrace and I do not believe its their place to make such remarks to young customers who are merely trying to do the right thing. I do not wish to return to this store nor provide them my business when they cannot provide a decent service.

Dear Sir/Madam,

On Saturday the 5/8/17 at approx 1.30 pm, I entered your East Brunswick store with my two young daughters. I needed to pick up some craft beers for a dinner party and was at the beer section, as my children played in and out of the fridge's electronic door. I was unaware that this was not permitted, I didn't see a sign and nobody approached me about this. If they had, of course, I would have removed them. Moreover, keeping the girls away from breakables seemed a more palatable option.

When I went to the counter to pay for my products, a large security guard approached me from the left and a short blonde lady with a nose ring came up to the counter. As I attempted to pay for my goods the blonde lady ( I assume she was the manager) began to admonish me for not controlling my children. She said if I entered the store then I needed to supervise them appropriately. I immediately stated, "Fair enough". She then continued by stating "No, you don't understand" and in a deeply patronising tone, continued to repeat what she had previously said. I again, conceded and agreed with her and stated "yes, as you've said".

At this point, she went on to say allowing children in the freezer is illegal while speaking louder and even more condescendingly in front of my stunned children . At this point, I asked her why she was still persisting to make the same point over and over when I had already conceded twice to what she had said. (The security guard was standing right next to me the entire time). She then accused me of being "quarrelsome", denied me service and told me to leave the store immediately. To which I said "fine, lets go, girls".

I acknowledge that I was unaware of the regulations pertaining to the above and as I said, when I was told, I conceded twice to that fact. To have a customer publicly and repeatedly berated in the presence of a security guard, was intimidating and humiliating. It is beyond me why this was the intention of these staff members as I had not disagreed at any point with their contention. I have never been asked to leave a store before but it seems to have happened and I am at a complete loss as to why.

This process was not handled well which is why I have taken the time to write this. I am happy to provide clarification on any of the above if need be.

Regards,

Chris.

Hello,

My two daughters (20) and (16) and my older daughters partner (25) went into the Mount Barker Dan Murphys store yesterday at 12:30 to purchase some drinks for my birthday. My 20year old put the items she was buying on the counter while my 16 year old daughter moved away from them and waited by the store windows, near the exit. The lady who served them (Kristy) scanned through the items, when she finished scanning the items she asked my 16 year old daughter who was well away from them, if she could see her ID. Being polite she showed the lady her learners permit, even though my daughter was not purchasing anything. The lady serving them then told my 16 year old daughter to leave the store. She went out and waited in the car. The lady then asked to see my 20 year old daughter for ID, she showed her the ID. The Lady then said "I cant let you purchase these items, you are going to have to leave the store" She even refused to serve my older daughters partner who is 25 years old and wasnt even purchasing something in the same transaction. My daughters feel humiliated and disgusted in being spoken to this way. My 16 year old daughter is an Ambassador for Cancer Council, So there is no way she would ever touch alcohol so being implied that she had intentions on consuming alcohol left her very upset. I today made a phone call to the mount barker store manager, He was very rude and argumentative, it seemed what I was saying wasnt important or something that he wasnt interested in looking into, along with stating that you have to be over 25 years old to purchase alcohol. My Family is very appalled with this service from both the Mount Barker Store and the Manager. We hope this is something Head office can help sort out and maybe fix.

Regards
Rebecca

Dear Sir/Madam,

RE: Mervyn Shear [protected] (Card Number)

Whilst visiting your Mermaid Waters store at about 14:50 on the 30th July 2017, I incurred an injury to my left shin on one of your trolleys.

Whilst paying for my purchase at the checkout point I turned around to remove my wallet and brushed my shin against the trolley behind me. A deep gash was caused by a razor sharp bolt protruding from the trolley. My brother who accompanied me checked the trolley that caused the wound and several others all that the sharp offending bolts.

The wound bleed profusely and your staff allowed me access to your first aid box and I was able to apply a temporary dressing.

Once I got home my partner sought advice from the local pharmacy who advised her how to treat the wound and she purchased the relevant surgical dressings as advised by the pharmacist.

I wish to place on record that I be compensated for any medical costs I may incur. I have also taken photographs of the trolley and the inflicted wound.

Yours sincerely

Mervyn Shear

Tel: [protected]

31 May. Order # [protected], consignment #[protected]
Received text message advising wines have been shipped, waited the standard 4 days and had friends checking for wine delivery whilst I was at work. Nothing from Dan Murphys to advise of delays - so assume it is on its way, then worried it had been stolen.
5 June. I called the Contact Centre and was advised in will be 16 June (or thereabouts) as the items are coming from Victoria to Brisbane. I asked why does it take so long as Operator told me the goods are ready. I asked that a Manager call me about this ASAP. Call Centre Operator said she would arrange and apoligised and offered some form of compensation via another Team (too many people involved, no one doing anything).
7 June. No surprise - no one has called me, still no idea where my wine is.
This is the second time this has happened and each time the customer service, if you can call it that, is buck passing.

Receipt No 007021 Date 07 May 17 time 16:17, Charlestown
On submission of a voucher for Budweiser Beer from Woolsworth of AUD 42 this was bettered by you and I was charged AUD 37.50
I visited your store again as i was given one more voucher for the same beer but was charged AUD 41.00 I drew the attention of the staff and showed the previous receipt but he refused to assist. Receipt No 008339 Date 30th May 17 time 11:15. I was advised that the original price had gone up. Both my receipts are showing the original price 49.99
I advised the gentleman that I was not happy and would be sending a complaint
Name Brian Rego
[protected]

The site manager asked Scott to help me with a trolley to carry about 18 bottles.
Scott started lecturing and panotrizing me about he helping, I suppose to be more prepared next time. I advised him I am going to report his behavior to the management. After reporting he started threatening me, saying I am not allowed to come to Dan Murphy Tuggeranong shop anymore.
I felt very bad about this encounter and I feel Scott needs to improve his communications skills.
Now, I am wondering if I can go to the shop anymore, I am feeling threatened of a physical assault as he looked very aggressive.

I went into the store with my 23 y/o friend (I am 28) and tried to by 2 bottles of champagne. The customer service assistant (Ketan) refused to sell me the champagne because my friend did not bring his wallet. Absolutely ridiculous. I showed him my ID and he said he couldn't sell it to me because if my friend was underage and drank it then it would be a problem. Aside from the fact that my friend is 23, what difference does it make?! I could bring my child into the store with me, would they then refuse me service because they thought I would give it to my child? Also it was 2 bottles of champagne to take to a friends place.. not a carton or anything. Very disappointed. I will be sharing on social media and encouraging friends to shop elsewhere. Dan Murphys has certainly lost my custom.

18/3/2016, Further to my complaint and utter exasperation with the 1st and most likely one and only experience with using Dan Murphy's online product ordering, the saga continues. Goodness me what an ineffectual and inefficient business it is, the Dan's online. Australia Post have just turned up at my front door to collect the 6 bottles of Oyster Bay Savignon Blanc which were delivered to me incorrectly instead of the 6 bottles of Georg Jensen Hallmark Cuvee which I had ordered and paid. Will from Customer Service, if you could call it that, assured me on the 16/3/16 he would send a stop to Australia Post for the pick up, the order having been sent to them 2 hours earlier at 1pm. Either he didn't follow through or someone else has made another neglectful error. What a nuisance this whole thing has caused for all concerned, me, Australia Post and my local Dan Murphy's store who were brilliant. The poor courier has had and unnecessary call out. I have received an email from D M's customer service Ally, with the obligatory apology about the errors but I get the feeling it is a cut and paste type response and move on. One thing that should be addressed post haste is to ensure all the customer service staff are well trained and always give the customer a full and complete explanation of the process they will be involved with. this would negate most of the angst and frustration. What i went through was very poor and I received 3 different stories each time I called, eventually teasing out the complete information which should have been provided with my initial contact. I am now left wondering if, in view of the order to collect to Australia Post not being cancelled, that Dan Murphy's Online will have in their system that I (incorrectly) am still holding the 6 Oyster Bay Sav Blanc. I do not have any confidence in their competency. I am glad I have evidence that i have returned same to the Echuca Store. Goodness me, what a lot of unnecessary time wasting has been created over one error. In this day and age one would think that a simple process such as a bar code to the order matching the bar code of the product would prevent these kind of errors. It seems it is all reliant on a person putting the right product into an order without an adequate fail safe check that all is correct, 0/10 Dan's!

I ordered 6 bottles of Georg Jensen Hallmark Cuvee online as it is not an item usually available at my local Dan Murphy's store. It was ordered on 7/3/16 order number [protected] and arrived midday 15/3/16. To my great disappointment I found the delivery was 6 bottles of Oyster Bay Sav Blanc. I called the customer service line 12, 30 pm and spoke to Ali, who told me someone would call me back soon to arrange pick up of the incorrect delivery and re supply of my order. I waited until 4pm without contact and as I was about to go to work I called back. Jefferson then told me that the case is referred to another review department who can take up to 24 hours to review and then contact. Ali should have explained the process and time frame when I first called. Today 16/3/16 at 3pm I again called customer service and spoke with Will who told me at 1pm an order had been sent to Aust., Post for pick up and someone would call sometime to arrange a time and re supply of my order. I was extreme disappointed & frustrated with the whole experience by this time. I had been down to my local Echuca store at 2pm and found they had unexpectedly received 6 bottles of the Georg Jensen. I bought these so I asked will to cancel my order and I wanted a refund in full as I had completely lost faith in the online service's ability to deliver. Will said he would organise same, but I said according to the Dan Murphy's online refund policy, the quickest way ti return and refund was to do so at your local store. He seemed not to be familiar with the policy and then had to ring the Echuca store manager to see if he could do so. The Echuca store were happy to help me and I would like to commend the manager Murray and staff member Chris for the absolutely brilliant and cheerful assistance, 10/10. As for Dan Murphy's online service, who I believe sprouted a couple of months ago that they would be the best in the business, rate absolutely below par in all areas, 0/10 for quality check ie right product right order and 0/10 for customer service in response to the error both with poor explanations and tardiness. The experience was so poor that I am unlikely to use the online service again and will tell everyone I know how inefficient it is.

Dan Murphys website had advertised cartons of jack Daniels and cola cans for $5.99. I ordered and paid for 3 cartons coming to $17.97 and they told me to go into my nearest store to pick up. I have the invoice and emails confirming order and payment and also screen shots of the prices on website. The store manager told me it was a mistake and they would not honor my order even tho it was paid and i had reciepts I believe they have to honor this as it was an advertised price