Dan Murphy's
Reviews and Complaints

Re: Order #[protected]

Delivery of my online order is overdue.

I rang Dan Murphys on 26.11.18 to find out why my order had not been delivered. I was told by your representative that she would make a request for someone to chase up my order and that someone would ring me back. To date I have still not received a callback.

I rang Dan Murphy's again today and was told by your representative "Tee" that she did not know what was happening with my order and that it was a matter between me and the supplier! She also stated that it was Xmas and that there was nothing she could do about chasing up my order. I asked to speak to her supervisor and was told "I'm not allowed to do that".

I asked her to "ring" the supplier and ask what is happening with my order and to ring me back today with an answer. Tee stated that she would definitely ring the supplier and call me back today with an update. I'm still waiting for her callback!

I explained that I have paid for my online order in good faith, following a marketing email sent to me by Dan Murphy's. I am asking nothing more that to be advised of 'when' my order will be delivered and why there is such a delay when the stated timeframe for delivery on your site is 4-10 days?

Regards
Stephen Davidson

Hi we went into your Morley Store
As per your add you match prices n take 10% off. One of your workers questioned us regarding another store called De vine cellars who were selling Weihenstephaner (4 for $22.00)
He was very rude regarding it. We were asked if we had proof! A photo of the special!
So today we went to De Vine Cellars n brought it (4 for $22.00)
We have photo proof of the purchase
As for your price match n 10% off I think it's just a scam thanks to one of your rude staff who made us look like criminals. I'm sure your all about keeping customers happy?
Well I'm sure we won't be back again not with that attitude. N I'm pretty sure media would love this attention seeing as though I have proof of price from another store n your $5.00 more for exactly the same product.
Your staff made us out to be liars infront of other customers we felt belittled

I just came out of Dan Murphy Hornsby and I have never seen such a bad and rude staff. Her name is Robyn position number 002. There was no hello. It just started with " do you got ID?" And when I asked her to scan my Dan Murphy's reward card, she completely ignored me and gave me my change back. Then I asked for a paper bag she just threw it at me and said it won't fit when it fitted fine. I really like the staffs at Hornsby Dan Murphy but this lady was the worst I have ever encountered. If I'm there again and I see her at the checkout I may just leave the store and go to some other liquor just for the sake of ruining my whole night. Thanks

Placed order yesterday afternoon for delivery today.
6.10am email received to say dispatched.
10.30am message saying it is on its way.
4.50PM still waiting.
We are on holidays in a secured gated complex, no where to leave outside the gate. We needed to be here for delivery.
I total day of a paid holiday wasted.
Will not recommend this service or use again.
Very disappointed!
Is it too difficult to communicate a morning or afternoon delivery window?

Entered mandurah WA, Dan Murphies at 6.24 pm today 08/10/2018 was served by a middle aged lady named Richelle. She stated she is not serving me because I was in 2 hours earlier and bought a 10 pack of jack Daniels and stated I will not process this sale as you only just bought a 10 pack 2 hours earlier. I had only consumed 2 of those drinks earlier as there is a few people drinking them. She wanted to proceed with her authority. But I didn't think was fair. Highly rude and intimidating.

On Friday the 28th of September 2018 at 5:15pm I went into Dan Murphy's Mulgrave with my fiance. I had my ID and he did not. Daniel my fiance did not touch any product in the store but was approached by a 'security guard' and asked for ID. He did not have this on him but I did and presented my ID. As a result he said that neither of us can buy alcohol. I proceeded to the checkout with my purchase and was hastily approached by the manager (Cat) and was refused service.

Common sense is sometimes much more valuable than following rules blindly. I look young but I am 26 years old and produced a valid ID. Daniel looks far older than me with a bushy beard and is 6 foot 3 inches tall, he does not in any way look under age. We both felt humiliated with how we were approached and felt personally set upon by the staff in the store. They said 'they can get into trouble and face a big fine' but it is very clear by looking at Daniel that he is not underage.

A customer before us had their toddler in their trolley and was served with no problem. I would not expect this customer to be refused service as this would be unreasonable however, if that was common sense then there should have been no reason for them to refuse me service.

I understand that there are laws and protocols in place to prevent alcohol being in the wrong hands and to keep children safe.in this case however, there was no clear reasoning to refuse me service with this end goal in mind.

As a result of my humiliation I had to go to another store (wheelers hill, liquorland) and had to pay more for my product.

I would expect some kind of compensation in the form of a voucher in order to purchase the products I intended to buy that day at the price I am entitled to buy it for.

I ordered 2 cartons of wine online. Received an e-mail: "Good news! Your order is now ready for Collection!". The person behind the counter told me that they ran out of that wine. What a waste of time. I would like to know how this mistake could possibly happen as it is completely unacceptable. I think is only fail I am compensated for the waste of time.

Order paid for online last Thursday morning 20/9/2018 and still not received as of today 27/9/2018. After a call today, I was told that my postcode is in the metro area and should have been delivered by now. It got transferred to another company for delivery. This brought back memories of my last order which I ended up cancelling because of the delay and incompetence of some. I hope you change delivery company as I won't be ordering with you again until I get confirmation that improvements have been made.I am angry and you should be concerned as it is a link to your business and your reputation. Below is a copy of the details of my order.
Hi Jenny,
Some items in your order need to be shipped from different location. Rather than make you wait we've shipped the first part of your order today. Outstanding item(s) as detailed below will be shipped as soon as possible.

We will update you again when these item(s) are on their way.

Delivery details

Delivery address:
Jenny Hutchinson
[protected] 7 Quality Court,
HASTINGS, VIC, 3915

Delivery order details - #[protected] Track Order ›
Delivery consignment number: [protected]
322455-1.png image 1 x Peroni Leggera 330mL (Case) Shipped
73559-1.png image 2 x Berri Estates Crisp Dry White Cask 5L (Case) Shipped
Items yet to be shipped:
322455-1.png image -24 x Peroni Leggera 330mL (Bottle) Processing
73559-1.png image -4 x Berri Estates Crisp Dry White Cask 5L (Bottle) Processing
Thank you, rder

On 26th Aug 2018 at approx 2pm I was checking out at the register with 1 carton of Asahi, 3 bottles of wine and a case of 6 of i think Penfolds wine.

I misunderstood that the Penfolds wine was $79 a case, instead of a bottle in a case of 6. So, when the total came up to approx $500, i found that out.

The cashier at the time, Lionel (nametag) was very sarcastic and issued what I would deem as discriminatory remarks.

He said that it was clearly $79 per bottle not a box. He asked if I was sure I did not want to purchase it. The tone of his voice sounded condescending.

He also said we could not find a case of wine of 6 for $79, and that "if we paid $79, it would only be for a drop of the said wine".

I have been a frequent customer of Dan Murphy for a long time, and have a Dan Murphy card. I am not a wine connoiseur and do not know the prices of all wines. In this case, I mistakenly thought it was worth $79, and so it was a good buy, not realising the said wine is more expensive than that.

I found this experience completely distasteful and makes me not want to go back to that store again.

I would appreciate that that this does not recur.

Thanks

Every time I have gone into Dan Murphy's Noosaville Kelly is very rude and discriminates. I went into Dan Murphy's tonight with my father as we proceeded to the counter she processed our drinks through the register and at the end said to us "I hope you're the one drinking that and not her" I felt very upset as I am well above the minimum drinking age. The time before I went in there she wouldn't serve me because I had my little sister with me. I then had to go to BWS- you lost a sale there. I do not like her attitude. I work in customer service so I know the standard that should be maintained

I have never experienced such an appalling cascade of f%^*ups from any company in my 55years. Danmurphy's don't do interstore transfers, so the last 6 bottles of a delicious wine i'd tasted at a wedding were in edgewater & I was told by the pleasant manager (mon 15 jan2018) I originally spoke to that for $9 I could have the wine couriered to my home rather than spend 2hours driving the return trip from fremantle. As I wasn't sure when i'd be home to receive the delivery I asked if I could pay for the wine to be couriered to my nearest southfremantle dm's:
No, not possible.
Beware: you have to 'register' with danmurphys' wthl all id including birthdate & telephone number - this is the worst kind of security risk & do not trust this woolworths group company with your details.
Reluctantly I did this to pay for the wine with call centre employee sam?/jordan?; when I then immediately rang edgewater dm's to organise courier delivery the manager had just gone to lunch & nathan? Was extremely rude & spoke to me as if I was a criminal, told me "there was no record i'd made a purchase".
I then rang back dm call centre spoke stewart next call demren (remember him being polite) next call carl next call bayton (spelling?) also pratik - as you can see it took many calls that day to buy that wine. During one of these calls I discovered I needed an 'order number' to track my wine - which I had not been told about or given when I paid (over the phone with credit card).
I checked with my bank & the dm debit had gone through fine.
Was it 3rd young man stewart who sounded unable to cope with my increasing frustration & put me on a 10-a-day spam list starting two days later & continuing every day for the subsequent 8 months, still daily continuing?
I remember the substance of that conversation was that dm's contact entry database defaults to nsw as state: fremantle is not in nsw & i'm guessing that's why nathan @edgewater dm's could not access my purchase on his dm database ie I was a customer who had paid for the wine.
On fri 2 feb I have diary entry "contact dm re wine" but I remember not having time/capacity to do this on that day.
Forgive me for not keeping more thorough records, but several weeks later I rang the edgewater store to find out where the wine was - yup sitting in the store at edgewater. By this time apologetic, dm's paid the $9 courier fee and delivered it to dm sthfreo store where I finally picked it up some 2 months after purchase.
The spam emails fill my inbox every day, offensively promising everything from hot asian women to tinnitus cures to 2 inches longer. I've spent hours talking to iinet, all they can offer is to forward each one to a spam-destroying service, but spammers just keep inventing new sending addresses & today seem to have rebirthed their princesscruises phishing.
Do not give your id to woolworths group, their systems management & subsequent 'customer service' is unsafe and appalling.
Dm's are uncontactable except thru call centre, no joy even letting dm's know about having my internet/email security compromised by one of their staff.
And you thought online purchasing was easier?
Do yourself a favor go once/twice a year to the fantastically cheap &comprehensive liquor outlet https://winecow.com.au/ a wholesale warehouse open to public on saturdays only with tastings @rear factory unit 272 selby st wembley wa.
Over 3000 products, amazing selection of local wa & o/s wine, such knowledgeable staff to make liquor shopping a destination shopping experience.

The gentleman in question was extremely rude and should not be employed in a customer service role. I did not get his name, but there were only two males at the shop front at that time .
I asked what he needed to see to allow me to pick up my order . He replied with your name . When I told him my name he said " Huh ?" So I repeated it . He then located it and got my order . I said " I have the text to say my order was ready, do you need to see it ?" To which he replied " if you are a regular customer you should know you need your driving licence " I asvised him that my husband usually collects my orders and he replied sarcastically " well he should have told you then " I asked if a work ID would suffice and he raised his eyebrows . I went and got my airport photo ID and he said " this is no good, there is nothing on here to record " I read out the number to him and it was accepted .
I advised him that I would not be shopping there again . The branch is at Holland Park in Brisbane . I have been shopping there since it opened and have always found the staff to be pleasant and polite .
I was so shocked at his manner that I neglected to notice if he had a name badge . I have no doubt that he will be easy to identify, as I am sure I am not the only person who has complained.I have worked for an Airline for 30 years, so do not complain lightly . I am also very much aware of what is unacceptable customer service .
Regards,
Ruth Mc Greevy
[protected]@gmail.com

I am basically a non-drinker. I have one glass of wine at Christmas. My husband and I decided to celebrate a business extention and I stopped in at your North Lakes store yesterday after buying special dinner ingredients. I had my 18 year old son with me who is a university student. He helped me carry a few very girly drinks when he was asked for ID by a grumpy woman. He said they were for his mum and that hes 18 but he doesnt have his ID on him. She said she cant serve me because he helped me carry it. Ive very rarely been in a liquer store let alone know the laws or that they have baskets, let alone know I am going to be in trouble for not using a basket! I was shocked and offended. Im nearly 40 and my son is 18 and there was no reason to stop me from getting a few girly drinks. When a customer is confused and shocked, do you think your workers should politely explain the laws and apologise (customer service) or gang up with a young male worker and tell us to leave just because I was annoyed? After shopping at Woolworths all my life I will never again and neither will every facebook group we tell. How dare you discriminate people and waste thier time for how their shopping is carried. My husband and children were waiting for dinner that was in the car and I was so upset for being basically bullied that we never celebrated. Are you really that desperate to appease the government that your staff now bully and discriminate. Get a [censored]ing clue [censored]. You are not the fun police. You have forgotten that you are suppose to be serving people and providing a way to celebrate life. Seriously dumb.

On Friday 13th of July at approximately 6pm, my [removed] year old son went into your Carnes Hill dan murphys store to purchase alcohol.
He was refused service due to the fact that your staff members alleged he was buying alcohol for someone else.
This assumption was based on the fact that my son was shaking hands with a friend outside your shop, which, to your staff members meant he had exchanged money.
My son offered his wallet and his pockets to show he had no money, something he did not have to do.
How can a person be refused service based on mere assumptions?
My son was left extremely upset and embarrassed and made to feel like a criminal.
Your staff need to understand that making unsubstantiated allegations are unacceptable.According to the Australian Human Rights Commission, you could be found to have breached anti-discrimination law if you refuse service to a customer based on certain attributes, such as their:
age, sexual orientation, gender identity, race etc..whilst I understand when factual evidence supports that the discrimination is reasonable, you may possibly refuse service, the keywords being "factual evidence ". In this particular case my son did not deserve this treatment
My entire extended family were customers of Dan murphys and after this incident, you have lost some valuable customers.
[removed]

I have 2 service dogs (greyhounds) which are always with me. They are also therapy dogs with Nepean Therapy Dogs and work in hospitals in western Sydney every week. I regularly take the dogs with me into Dan Murphy and never had any refusals or complaints. Today I was refused entry at Riverhills Qld Dan Murphy. I therefore left and won't be going back to Dan Murphy. I won't leave them in the car and have no other recourse except to go to a more friendly store. Your policy is discriminatory. Bruce Douglas [protected]

Order #[protected] delivered to my workplace for a staff event on the 12/07/2018, I got a phone call from the delivery guy from downstairs saying he had 5 cases of alcohol that he couldn't bring up the front steps so i told him there was actually a ramp just around the side of the building he said he's not walking or driving around there so because it was inconvenient. I was very confused as im not sure what other solutions he would have liked me to give him in this matter other than go up the ramp? he then shouted never mind into the phone and hung up on me and 10 minutes later he came into the office with our order and raised his voice and very rudely spoke to my colleague who was only trying to help him with where he was to put the order. I have never had an experience like this with any other delivery drivers and I order cases about once a month. Not impressed.

On Sunday early afternoon 8th July I purchased $428 of wine from the Richmond NSW store. Since my purchase included reds to put away I asked the checkout operator to please put the 6 x identical reds I pointed to on the Checkout counter in a box matching the wine bottle sizes I could used for long term storage. As I was transferring the rest of the purchase onto the counter, I noticed the reds were being placed by the Checkout Operator in a Johnny Walker Red Whisky box which I then demonstrated to the checkout operator was not high enough to store a red bottle in long term - my request for a suitable storage box was ignored. The Checkout Operator told me to get the box myself which I did. This is not Bunnings and if Dan Murphys is going to sell reds to be put down without the original box then they should at least make the effort to help customers with purchases for long term (ie years) storage. It was not like they were busy: there were only three customers in the store and they were both behind me in the queue. The Checkout Operator was an older female and the three other young staff were up the back talking together.
The store staff need to be re-educated in how retail customer service is supposed to operate.

Steve McCrohon [protected]

My husband is disabled with MS. He needs a trolley to balance himself, l went into one of your stores because there were no trolleys in the carpark, when I re-entered the store with my disabled husband I was questioned by 3 staff members as to what I was doing. I felt highly embarrassed and feel that I never want to go to one of your stores again. Not withstanding, we have a Dan Murphy's card and spend on average a $100 a fortnight in your store, but never again.

My wedding is this Saturday and I ordered 10 cases of wine. Not only have they come in dribs and drabs but they haven't all come yet so I rang to ask about the status of the order. I rang your customer service to ask and the person who first served me said that the order was a mess and he couldn't understand it and that today was the last day it could be delivered. He said it was not his fault nor his problem. He did not allow me to explain the situation more fully, nor discuss possibilities if the order didn't arrive, but said that he simply couldn't assist me and someone else would call me.

The second person I spoke to was much more understanding and helpful. The situation was still outside of his control but when he could tell that I was concerned, he gave me the contact details of the courier responsible, who was them able to explain the situation. He should be commended for both his compassion and competence.

I realise that the first member of staff was not responsible for the problems with the order himself specifically, but I believe your staff represent the organisation and should take responsibility for issues and try to resolve them, even if they didn't directly cause them.

This is regarding order #[protected].

I find it REALLLLL annoying that my shopping cart gets emptied spontaneously. Why do you flush / delete the content of shopping carts? It's a small amount of data. Why don't you save it in my account so that I can MAINTAIN my intentions of a purchase? PLEEEEAS stop deleting the contents of my shopping cart. I will purchase eventually. Don't delete it.

Tom Croft [protected]