thesurreywinecellar.co.uk Omdömen 

Beware - DO NOT BUY FROM THIS BUSINESS. Read the non-fake reviews. Already reported to trading standards and the police

Update
Trust pilot have re-instated my review after about a year. I had forgotten all about this terrible experience but today brought a smile to my face realising that common sense prevailed and as the saying goes, “The truth will out”

Update

Don’t buy from this company unless you want to be provided with goods that you didn’t order and then be harassed over trust pilot years later. Take a good long look at your 1 star reviews as this is an accurate gauge of how this company conducts itself. No more updates required.

Update

This company keeps on harassing me and repeating the same inaccurate information. I had given my details and customer order in the previous thread so why they are asking for it again is beyond me. A few years has gone by now and I have moved on from the terrible experience I have had with this company. Perhaps if they put as much time and effort into customer service and actually delivering what they advertised then they wouldn’t need to harass unsatisfied customers.

No mention whatsoever was made that an exchange for the correct vintage was available. This is a complete fabrication of the truth. You mention that you are not a big enough company to swallow the loss. I did not expect a refund and to keep the bottle. I expected the correct product to be delivered that I ordered and then not to be fobbed off with the promise of some extra discount on my next order given that the discount you were offering was the same discount offered to any customer. I am not surprised by your company’s score if this is how you conduct business and then proceed to argue with a customer you have let down. A simple apology would of sufficed.

Update to recent reply from Surrey Wine cellar:

As previously stated you did not offer a refund on the return of the bottle you offered me a discount on my next purchase which was the same discount offered to any customer advertised on your website. To clarify you advertised one vintage which is what I had ordered and delivered another which is false advertising. If you had offered the refund as you say I would of course returned the bottle you sent as it was not what I ordered. I hope that is quite clear and my response of avoid this company remains unchanged.

Original review taken down after a personal reference was made in breach of guidelines so removing that reference

Ordered a bottle of Gran Reserva 904 2011 as the year was important to me. Three weeks later a 2015 bottle turned up which was not ordered. Surrey wine cellar ignores emails as he has taken the money and not provided what was advertised and ordered. Terrible service from start to finish, avoid this company.

I have been buying wine from Paul and The Surrey Wine Cellar for many years and would not go anywhere else. Paul’s knowledge is exceptional, and his recommendations have always been spot on, whether it is for everyday drinking or something special for an occasion.

The service is personal, friendly, and professional, and I always feel like a valued customer rather than just another order. The selection of wines is excellent, with great quality at every price point.

If you enjoy good wine and want expert advice from someone who genuinely cares, I would highly recommend The Surrey Wine Cellar.

Great little find in the middle of Chobham High St. A wide selection of wines from across the world and Paul and his team are always more than happy to help and give advice on new wines or alternatives to old favourites. Would definitely recommend to others.

Always great selection of wines available. I pop in most weeks after work and stock up on great Wine for the weekend!
Paul is always super helpful & knowledgeable, always has great deals on.
Have used the website a few times to send gifts to friends.

Having purchased two cases of Sassicaia 2021 from Paul Pavli at the Surrey Wine in March 2024 and paying £2900 via credit card link we still have not received the wine.
We were advised in May 2025 that the wine was not actually available and that a refund would be processed in full on the 6th June. Nothing has been refunded,
Legal action is now underway to recoup our losses.

AVOID AVOID AVOID – Worst experience ever ordering online.

I ordered eleven bottles of wine for a not insignificant amount of money.

The items that turned up were the Chateau’s second wine. After an email exchange, Surrey Fine Wines agreed to offer a refund for the product and to re-pay the costs associated with returning the incorrectly sent item.

A refund was eventually paid for the wine – about four weeks after the items was confirmed as having been received and after much chasing.

The significant cost for us to return the incorrectly sent bottles of wine has not been refunded and, despite chasing on a regular basis, our emails are getting completely ignored.

SCAM … do not buy Company doesn’t even exist. You order wine all very plausible over spoken to him on the phone… replied to emails… but no wine no refund! Look on companies house you’ll see!!!
UPDATE
A full refund from a claim through my bank yes! I bought wine … no wine no refund from the person I bought the wine from.

Online order. After 6 weeks, and 12 phone calls, and 6 emails, still no refund, having returned the case of wine. Nobody returns my calls, no reply to any emails. They're very polite on the phone, but then they do absolutely nothing to actually give me my money back. A fine example of all that's wrong with customer service these days. Avoid this shop.