Dan Murphy's
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Dan Murphys - Going Downhill
Dan Murphys customer service appears to have fallen off a cliff. Until mid 2020 I had no dramas at all. Since then it's been non-stop problems. This is particularly the case with deliveries. Based on the awful reviews left by others here, my recent delivery experiences now appear to be typical for Dan Murphys customers. I always choose the $15 2-hour delivery promise and on each occasion, they've failed to deliver within the time frame. On one occasion, the delivery was delayed until next day with no refund or apology. On another, the delivery guy said no one was at home when we were (we suspect he was under pressure on his run and made no effort to check). I finally managed to contact someone and I informed them we were going out, so I asked for the delivery guy to come back and leave the alcohol on our front porch. This was refused because someone over 18 had to receive the items on the basis the alcohol were 'security items', which is ridiculous given that (i) wine and beer are not security items and (ii) leaving alcohol on the front porch of a house under the clear, written direction of the adult owner is 100% legal. On another occasion, after their contractor Jimmy Brings failed to deliver and then promising to ensure delivery the next day and even booking in a time with me, I received a text saying they could no longer deliver and I had to go and pick the delivery up! My local store is 2kms away and they couldn't even bother delivering after their failure. Again, zero apologies ever given. These incidents gave all happened post Nov 2020. I keep getting texts from DM whining about how tough their delivery schedule is, which just proves to me that DM knows full well that their delivery guarantees aren't genuine. Therefore it seems DM remains more than happy to take $15 from customers even though they know there is a risk they can't deliver on their 2 hour delivery promise. That's a pretty blatant breach of trust, if not the law. Worse, Dan Murphys make it very hard to complain. They have a ridiculous 'bot' which places you in a long queue. You can't contact a store by phone or email. It seems set up to frustrate customers so much that they give up. The clear message from DM is 'we don't give a damn'. I've spent $thousands on DM over just the last 3 years and am a DM 'member'. It's beyond my comprehension why DM would want to lose customers like me in this way. Like I said at the start, something seems to have gone wrong from mid 2020. I note the positive reviews here seem to be before then. Appalling. Maybe DM doesn't care because they're so big. Fine but they've lost us and we are switching to another booze retailer for the foreseeable future.