singlemaltsdirect.com

The website is easy to navigate and I was able to get a rushed last minute birthday present on time for my brother.

I have been buying whiskey for my father for a number of years from Single Malts Direct. They have a wide selection and the delivery is very prompt.

Very good, delivered within 3 days on standard delivery. Well packaged, confirmation e-mail also included the tracking number.

Once again, the usual high standard.

I visited my sister in Huntley and was fortunate to meet the staff at SMD and put faces to names - I was already a customer. I found the shop fascinating stocked with rare whiskies and many others I had never heard of. It was pleasing to know that this wasn't an internet shell company, but apart from the shop had its own bottling plant and a host of desirable looking sherry barrels filled with vintage whiskies SMD had invested in. The experience was memorable and the staff throughout the company were a joy to meet, and enthusiastically shared their whisky knowledge. I'll not forget them and is in part a reason for my loyalty towards them. The other reasons I remain a customer are for the experience of trying whiskies I can't buy in shops (I live in the Midlands of England). The whiskies are fairly priced and The malt whisky league and tasting notes are an education. It's convinced me to tour Scotland and do the whisky trail.

As a Canadian customer I have used Single Malts Direct for a number of years to send gifts of malt whiskies to friends in the UK .These orders have always been delivered safely and promptly . My only regret is that as a resident of Ontario I cannot order single malts for delivery here. The import of spirits is strictly controlled by our Liquor Control Board of Ontario(LCBO). The risk of seizure by Customs if I tried and the thought that they would be poured down the drain is unbearable !
The Live Chat feature on the website is also great if you encounter any problems in processing an online order . Sincerely, Duncan

I have been a regular customer for a few years and I am very pleased with SMD"s service.Deliveries are prompt and hassle free and the team at SMD is very cooperative and friendly.Strongly recommended.

Great way to send gifts to the UK relatives from Canada---Very friendly and efficient customer service! Every year!!

9 Days to Australia, prompt processing. Hassle Free.
Will use again.

Very nice service, but if have some more selection, like Japanese and Irish whisky that's better.

Ordered for a Christmas for my brother on 14 December 2015. Order acknowledged. Heard nothing from them but when I spoke to my brother in January discovered nothing delivered. No answer on any of the advertised phone numbers.

Eventually got into a "webchat" and told firstly the delay was because 1) the gift tag message was incomplete saying "a Very" (can anyone guess the rest on the 14 December order..?". When I challenged why no-one had communicated/asked (although the money had been taken quick enough, I was told they had been very busy over Xmas.

I asked when then it would be dispatched, I was informed IT WAS OUT OF STOCK ANYWAY! Further the "shop manager" was not in and new stock would not be ordered until their return. At this point I insisted on speaking to someone and (to her great credit), the sales assistant gave me a direct line. I was offered an opportunity to order something else or wait for the replacement stock. I had to ask for a refund which I now await.

Poor expectation management in promising delivery on the web site when out of stock (dishonesty).
Poor customer service in not advising customers of delays to delivery (ESPECIALLY AT XMAS) - I assume the owners and managers of course value their Xmas giving more than their customers'
Poor customer service when advertised phone lines just go unanswered.
Poor customer complaint management in deliberately misleading the customer on why the situation had arisen.

I wait to see if the refund is actually delivered.

To the owners and managers - do not leave your customer contact staff (who was doing her best I believe within the guidelines provided). I have a transcript of the web chat should you wish to see it (and can not retrieve it from your own system)- and I would be interested to hear from you as to your reaction.

We have discovered that this business has SSL (secure sockets layer), which means that this business handles your data, such as personal information or credit card details, with secure connection. We found that the domain for this business is older than two years which could be an indication that this is a trustworthy business with an established customer base and experience in their field.