Beth

Nov 30, 2024

Outstanding customer service.

I did an online order for Christmas drinks - wine, bubbles and a carton of beer. When the courier delivered my order, he mentioned that one of the cartons seemed to be leaking. I had a look and it was the carton of beer that was leaking. It also had a jagged hole in the side of the carton. When I opened it one of the bottles was smashed, it was the bottle right in line with the hole. I looked on the Dan Murphy's website and my heart sank a bit when I saw that I needed to use their chatbot thing, I don't do well with chatbots! But I got myself a cuppa and started what I thought would be a long, drawn out process. Nope! The customer service person (Julia) was absolutely lovely, she apologised for the damaged delivery and offered me a replacement or a refund. I said I'd prefer a replacement, and Julia asked if I was going to be home that night (I was) as if I was she would arrange delivery for that same night. Julia also said I would receive an email with details of the replacement order and a tracking number for it. The email arrived within 10 minutes of finishing the chat, and there was another apology. Less than 2 hours later a replacement carton arrived. Now in my, and I would think anyone's book, that is outstanding customer service. Thanks Julia and Dan Murphy's, love your prices, your range and I'm tickled pink with your customer service as well :-)