I am not a wine buff but I know what I like and to be quite honest I cant taste coffee , chocolate and plum, like the buffs.I deal with Naked because they support small family owned wineries and that... Toon meer
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Lees wat reviewers zeggen
Love the wines but latest delivery not ideal. Case was left inside entrance door of flats building with no notification of delivery. I am an arthritic 85 year old living on the second floor so deliver... Toon meer
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Product fine Delivery awful. Ithink this is the 3rd time this year that my wine has been delivered to Haygrove offices. I think that since Evri have been delivering you have failed to deliver t... Toon meer
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Another spectacularly successful and incredibly speedy delivery of my order from Naked Wine and their delivery partner InPost! Ordered online just 48 hours ago, and Robert's my mother's brother, wine... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
Hi, we’re Naked. And we’ve been shaking up the wine industry since 2008. We’re an online wine retailer, serving our customers (we call them Angels) better wine for less money, without any guesswork. How? We fund independent winemakers directly, cut out any unnecessary costs and give them free rein to make magic just for you. We’re basically a smarter way to buy wine. Easy as that.
Contactgegevens
Norvic House, NR2 1RP, Norwich, Verenigd Koninkrijk
- 01603 281800
- help@nakedwines.com
- nakedwines.co.uk
4,4
Uitstekend
13K reviews
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Absolutely disastrous service
Absolutely disastrous service. I ordered wine well in advance as Christmas presents because I didn’t have time to go shopping. The company repeatedly assured me the order was only delayed and would be dispatched before Christmas, even saying it would go out on Christmas Eve. Then, on Christmas Eve itself, I received an email saying they were cancelling the order and issuing a refund.
Because of this, I was left with no presents at all and no time to make alternative arrangements. If they had been honest earlier, I could have prepared. This completely ruined my Christmas plans. I will never order from this company again.
24 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hey Eun,
If you ordered well in advance of Christmas you'll be covered by our Guarantee which means we will make sure you get your wines and credit you back in full if you did not get them in time for Christmas.
I want to make sure you got what you are owed and are credited so please can you reply to my request for information and I'll make sure this is sorted ASAP.
It would be such a shame to lose you but I do understand we've dropped the ball this Christmas for you, of course it's never our intention but it doesn't change facts.
Hope to hear from you soon,
Emily @ NW
Would give zero if I could second year…
Would give zero if I could second year in a row they can’t deliver my Xmas wine! Fuming apparently as others said lost in transit and no stock to replace. Placed order 14th shocking service kept getting emails it’s late but we assure you will be here for Christmas. Joke they give you money back like they have an option as otherwise it’s theft and £50 which guess what you can only spend with them. Having to run out before shops close. Had account years but cancelling after this!!!
24 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
So sorry to read your frustrations.
Usually we would replace the wine when things go wrong but due to stock issues we aren't able to do so. It sounds so unlucky that not only was your order delayed but it then became lost. That's so disappointing but not something we could foresee happening and all we can do is focus on what can resolve this.
As a gesture we have added £50.00 credit to your account and refunded you in full. This is a full refund not a credit and the £50.00 is an additional goodwill gesture.
Although this doesn't change what happens I hope you can appreciate it's never our intention to let you down and we really want to make things right..
I hope in spite of the wine not arriving you still had a lovely Christmas!
I know we can do better in the future and I really appreciate your support as an Angel. It means the world to our winemakers to have your loyalty even when things go wrong and I hope you can stick around to give us another chance to make things right?
I have requested more information from you just to ensure this is logged against the correct account and to make sure we've done everything we can for you too.
All the best,
Emily @ NW
Absolutely shocking company
Absolutely shocking company. Ordered £120 of wine for Christmas money taken and just informed on the 24th that wine “lost in transit” and can’t replace order. No funds to replace so no wine for Christmas. They used to be good but a quick scan of online reviews revealed that we are not the only ones.
24 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
James, I can't explain how gutted I am to read this. I know actions speak louder than words but it really does not change facts if you've had a bad experience.
I do want to make sure that we've done everything we can to resolve this though so please would you be so kind as to reply to the request for information I have sent to you.
I hope I can make this right for you and really appreciate all your patience.
All the best,
Emily @ NW
Failed to deliver my xmas order
Failed to deliver my xmas order. Told me at 1pm on xmas eve. Have cancelled my account. An absolute failure. Up until today the were reassuring me they would deliver. Last mimute rush to find an alternative is not what you need at 3pm on xmas eve.
24 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hey Jeff,
I completely appreciate how disappointing this is especially at such a special time of year.
I'm gutted you've cancelled your account but I do understand it's not been a good experience - I want to make sure everything is resolved as best as we can and at least look into what happened for you.
Please would you be so kind as to reply to my request for information. I really appreciate that so much!
Kindest wishes,
Emily @ NW
Waste of time
You pay into naked wines for a whole year so you can order your drinks ready for Christmas. Only when you place your Christmas order they can’t deliver it until after Christmas because it’s an extremely busy period for them, not much point in that. I have now cancelled my subscription and will ask for a refund on the drinks that will be of little use after Christmas. This company is an absolute waste of space, you’re much better supporting a local off licence or going to the supermarket. Never again.
23 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hi Mr Taylor, so sorry to hear that you've been let down for your delivery especially at this time of year! If you pop us an email over to hello@nakedwines.com or give us a call on 01603 281800 we would love to put things right for you and of course get some compensation your way! Jess
Simply the Best
I haven't written a review for a while so I thought I would update my experience.
I've said it before and will continue to say that Naked Wines Customer Service is the best that I have ever experienced over the past 10+ years. Their wines are also consistently excellent and in the times we're living, they're well priced.
I'm not paid or coerced into writing the above, I just believe in calling out excellence.
22 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Thank you for such a lovely review Tugsie! So happy that you've been part of the Naked Wines family for over 10 years now, we love having you on board for the adventure! :D
RIP Naked Wines
This once enterprising, customer-focused and spirited community is now a cynical, low value, commodity sales-dominated business that can’t fulfil its own orders. Wouldn’t be so bad if it was down to me leaving my order too late, but they cold called me - on a Friday evening, promising delivery within a week. One week later I received an email letting me know that the delivery would take another week. Their phones are switched off while they deal with their backlog of emails, and an email solicits a response that they will get back to you in 72 hours. So they’ve got my money and I don’t have the wine in the timescales promised and now I can’t get through to cancel my order, despite them being happy to cold call me on a Friday night. I feel completely mugged-off. Sad to see what they’ve become, but that’s me finally done with them. I think they were in financial difficulty last year, it feels like they’re fighting for survival, but definitely on their last legs.
12 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hi Scott, I'm so sorry to read this and it sounds like you've been really let down here. We would love the opportunity to put things right for you as soon as possible. Our phone lines are open today from 9-5:30pm if you can give us a quick call and our team will be more than happy to sort your order for you as well as get some compensation your way.
Christmas came early
I thought I would like to get some good quality wine 🍷 in for Christmas and New year, I knew I'd left it late and was unsurprised when a delivery slot of next week was given. But a wonderful thing happened, my delivery came a week early, well done Naked Wine's for going above and beyond to make it happen. And well done to Evri for delivery on what is the busiest time of the year.
22 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Thank you so much for your 5 star review Steven, we hope you have a wonderful Christmas and New Year with a lovely glass of our wine in hand! :D
No longer a reliable company-avoid
The service from this company has gone massively down hill over the past year. My advice is to avoid them. Been a subscriber for over 5 years but am cancelling my subscription now. We have had such issues with our last two orders. Ordered a case for approx £160 in the summer and one for Christmas for around £140-neither arrived in time or without significant intervention from us. We paid to select a delivery day and neither order was delivered on the day and there was zero communication on either occasion to say they’d be late. Several phone calls later in the summer and we were told ‘oh it got left off the van’-this case was then shipped but missing for a week on the van of a delivery company that we couldn’t contact (Yodel) - completely missed the occasion it was ordered for. This Christmas it is happening again. Paid for 20th December delivery - did not turn up-zero communication to say it wouldn’t. Tracking checked…it’s yet to leave the warehouse. A quick check on their Facebook page a many customers having same issue over again-yet naked wines on there advertising for more orders. Avoid-they cannot fulfil orders when they say they can and don’t really care if the items arrive too late for your occasions.
21 december 2025
Review zonder uitnodiging
Wine ordered 2/12- and paid for
Wine ordered 2/12- and paid for
Still not arrived-
‘Lost’ by awful delivery Co (DHL)- then just 2 bottles left on doorstep for anyone to help themselves - not left in designated safe place
Didnt make the last 2 dates
Bombarded with really annoying‘we’re working on it ‘ messages from ‘the wine guy’
Now promised for 24/12 !!
A truly awful company
Avoid
2 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Thank you for raising this with us and for your honest feedback - though I am so sorry for the delays we've experienced with your wines. These delays have been much longer than w e'd expect and I'm disappointed to see the trouble this has caused to your order leading up to Christmas.
I completely empathise with where you're coming from as this level of service is not what we expect from ourselves. I don't want to throw any excuses at you but I also want to be transparent about these delays we've experienced.
We have experienced a few orders being held up at our warehouse due to them not making it through our packing system as normal. I know the team have been working hard to fix this but I do sincerely apologise for this delaying your replacement case after the original was lost in transit.
| can assure you this has been a priority and I'm glad to report that we've seen some drastic movement over the weekend, so I'm positive your wines will be ready for delivery shortly. In fact, I can see that your case was able to leave the warehouse last night which means it won't be long until they're at your local depot.
I can see that you've been having an email conversation to resolve this matter so I'll make sure to pick this up on there, but I want to assure you these delays are being looked into so we can avoid them happening in the future. Thank you for bearing with us through all of this, Richard.
Many thanks,
Stanley @ Naked Wines
Delayed and incorrect
I thought i was one of the lucky ones, as my delivery was only delayed 3 times and I had a message saying it would be delivered today. It arrived late this afternoon and instead of the 6 x bottles of red wine that I had ordered, I received 1 x bottle of red and 1 x bottle of white.
You shouldn't be taking customers money if you can't keep up with the Christmas order demand.
This was to be a Christmas gift.
I would like a refund ASAP please and i have already sent you several messages.
20 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Thank you for sharing this feedback with us - though I'm so sorry for the delays we've experienced with your order and even more so for the incorrect order being sent your way.
This isn't our normal service and I'm disappointed this happened so close to Christmas. We have been able to speak about this on messenger and I wanted to confirm in writing here that I have refunded the order in full as requested. This way you can also keep these 2 bottles on us to apologise for the trouble caused.
I have made sure to escalate your experience with our warehouse who will investigate how this packing error was made. I'm glad to report this isn't something we normally see but these investigations help us avoid them being repeated. Thank you for flagging this with us, Heather.
Please let me know if there's anything else I can do for you, but for now, I wish you all the best with everything.
Many thanks,
Stanley @ Naked Wines
The wine is fine
The wine is fine, but time and time again they fail to deliver on time, even when i paid for deliver on a specific date.
10 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Thank you for sharing your honest feedback, Rich - though I am so sorry for the delays you've experienced with our deliveries.
I would love to look into this more and help identify the issue to put things right. I've sent a request for more information if you can please do this and I can then find your account to start the investigation.
I look forward to hearing from you.
Stanley @ Naked Wines
What a let down!
Order made 10th with delivery promised by 19th latest. No comms so checked on 19th and delivery may not be until 24th!! Can't speak to anyone (" too busy to answer phones"), 72 hour response to e-mails!
Response received that Naked confident that delivery will still arrive by Christmas. I needed that delivery to be here today latest! Christmas doesn't start on the 24th! Had there been any suggestion the 19/20th was doubtful, the order would not have been made.
19 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hey Steve,
So sorry to have let you down so far. I'd love a chance to make it right.
It's such a difficult decision to turn off the phone lines and not something we do lightly, they do go off usually at 1pm on a Saturday but we made the decision to have them off today to ensure those who have been waiting 48h-72hrs+ for an email reply receive one.
I completely understand this isn't the best service and it's not our intention to let you down. It's not on purpose and we haven't foreseen the issues that are happening at the moment. It wouldn't be fair to you or our hardworking winemakers to not be honest and I promise we are doing every single thing in our power to get through the backlog the machinery breakdown at the warehouse has caused.
Christmas is already a stressful time of year and if you ordered in good faith for an earlier date but feel you're in the dark about when your wines are arriving that is just not good enough - no excuses.
I am really still confident your wines will arrive in time for Christmas but wholeheartedly appreciate the uncertainty and stress this has caused.
Emily @ NW
Fantastic company
Fantastic company, great wines, great value and friendly comms, sadly if you continue to use Yodel as a courier I will be cancelling my subscription in the new year ( and I don’t think I’m alone in that)
20/12/25
Thanks for your response Emily, but I have already taken this up with yodel a number of times with no success, or often no acknowledgment,
They have repeatedly failed in following clear delivery instructions
I have sent the requested information
Thanks
Tom
19 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Thank you so much for this lovely review, Thomas.
I'd like to take a look into your delivery issues a bit further if that's okay.
We do use Yodel and have great success with many deliveries so if you're experiencing ongoing issues this needs to be escalated to the right place and your local depot need to be notified.
I am confident we can make things better for you so please respond to my request for more information when you get a minute and I'll take a closer look into what's happened with recent deliveries.
Kindest wishes,
Emily @ NW
First and LAST order will ever place
Received confirmation email at time order placed - 9th December - with delivery assured by 19th December latest. No correspondence since - phoned to check (7 minute waiting time) to be told of "delays". No good to me as wine required for team members at work Monday - so refund requested. "Compensation" was a £10 voucher to use on another order which I guarantee you I will never place. The guy on the phone was polite and helpful - but the service from the company was REALLY poor. No updates. No delivery. I appreciate it's a busy time of year - but no excuse for this.
19 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hey Paul,
I am gutted to read this review.
There is no excuse and if there was something we could have done to avoid a bad experience we would do that. Sadly the delay issue was unforeseen but that's besides the point which is it's not the service we expect for our lovely new and loyal customers. I appreciate if this is your first order that you'll have been put off but I really would love a chance to make things right as I know we can do better for you!
I want to note that I recognise compensation does not make the problem go away. Money and extras don't change facts but we do believe in compensating you fairly too as you totally deserve it.
We also work tirelessly in the background to get to the root cause of the issue. Actions speak louder than words though of course so if you're experiencing delays all these explanations can be frustrating. I promise we're doing everything we can for you and I hope to provide some more clarity soon
At the very least I'd like to make sure this is looked into so I've sent a request for more information if you could kindly respond whenever is convenient.
Thank you so much,
Emily @ Naked Wines
Absolute scoundrels
Absolute scoundrels, have started taking payment without authorisation - am intending to close account with immediate effect - product was not good either
19 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hey Mike,
We would never want anyone signing up to a subscription unknowingly so we try to make it clear. It wouldn't benefit you or us to trap you into anything so I want to help sort this for you.
If you've had wines you didn't love too they're covered by a full Wine Guarantee so I'd love to hear more about the wine that wasn't for you and ensure you're credited back for it.
I've sent a request for more information if you could kindly reply to that when you have a moment I can take a further look and help sort your account out for you :)
Kindest wishes,
Emily @ NW
Order not dispatched after 10 days!
Order placed on 8th December. Delivery scheduled for 18th December. Tracking shows it hasn’t been dispatched. Automated response to enquiry about my order. Poor service.
19 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hi Rosey,
Thanks for getting in touch. I’m really sorry for the delay, and I appreciate your patience.
We experienced an unforeseen issue at our warehouse. A lift used to move orders out for delivery broke down and required specialist engineers from Germany to repair it. This caused delays getting orders dispatched, despite our best efforts to resolve it quickly.
That’s why your wines didn’t leave when they should have, and I’m very sorry for the disruption this caused. I understand how disappointing this is, especially at this time of year.
The good news is that everything is now back up and running, and your order should start moving very soon. Our delivery team is monitoring all outstanding orders daily through to the end of Christmas Eve to make sure they leave the warehouse as quickly as possible.
I hope this helps explain what’s happened. Please be assured we’re doing everything we can to get your wines to you.
I can see you have emailed in, we'll continue the discussion with you over email so we can share delivery details securely.
Many thanks,
Dominique
Naked Wines
Wine is nice, but I just don't like lies so I am cancelling the subscription
I really liked the wine from them, especially when I like to try something new. But the thing is I don't like lies. I am/was a subscriber , I think it's a nice idea to put aside small amount of ££ to buy ones in a while a box of nice wine. They always advertise some free bottles for different occasions, finally I decided to use this option now. They added 3 bottles of wine in my basket and it says add 12 more to have that gift(what make sense) ...so I added a mix case of 12 bottles, and now they say we can't deliver your free bottles because that cases are prepacked and ready to be delivered, so it says I should remove these free bottles from the basket to continue. So for me it is pure lies. I mean, you already have my money, they are on your account, I can't have them back, I can use them just to buy from you, that's it money are yours already, why going that way and inventing this lies?? Well that makes me rethink about that company and cancel my subscription. Lies destroy loyalty, so I am gonna look for another place to buy the wine, shame because the wine is really good.
18 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hi by Evghenii,
Thanks for sharing your experience. I’m really sorry this has left you feeling misled.
I want to be clear here. This wasn’t about taking your money or inventing an excuse. The free bottles you saw are only triggered when the qualifying wines are added individually. Prepacked mixed cases are already sealed and can’t be altered, which is why the free bottles couldn’t be included once that case was added.
That said, the way this showed up in your basket clearly wasn’t good enough. If something appears as added and then can’t be fulfilled, it feels like a broken promise. I understand why that damaged your trust.
I’m genuinely sorry this experience led you to cancel, especially when you’ve enjoyed the wines themselves. If there's anything we can do to put this right, please let us know.
Cheers
Dominique
Farcical delivery service
To echo some of the recent poor reviews. Used to be a good company to deal with but service has steadily worsened in the past year or so. Have now been waiting for an update on when to expect my delivery- 2 weeks since ordering.
Have had a couple of generic emails from Brent the wine supply guy apologising that my case yet again failed to leave the warehouse. I also emailed for a specific update and received a reply from Hannah who didn’t really say anything of any value. Still no update on why my order has failed to leave the warehouse. I understand that hey are busy with Christmas orders but the whole episode has turned into a complete farce. The friendly / joking nature of their generic emails just comes across as condescending. If there are such major delays with deliveries maybe you should have paused new orders until the backlog was cleared.
Obviously I’ve cancelled my subscription and will not be using the company again.
Update on the delivery.
Order left the warehouse with expected delivery date of 22/12/25. Order did not arrive.
Email with new expected date of 23/12/25 - now received another email stating that it has again been delayed. They no expect to deliver on 24/12/25. This is with DHL. Do I belt them? No. This is for an order placed on 4th December.
18 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hi Kenny,
Thanks for taking the time to leave a review. I’m really sorry for the experience you’ve had. Waiting two weeks with no clear update is frustrating, and I understand why this has led you to cancel.
You’re right to call out the lack of clear, specific communication. Generic apologies without answers don’t help, and the tone should never come across as flippant or condescending when something has gone wrong. That’s on us.
We did experience significant disruption in the run-up to Christmas, but that doesn’t excuse orders failing to leave the warehouse or you having to chase for basic updates. We should have been clearer sooner, and we should have managed order volumes better while we worked through the backlog.
If you’re open to it, I’d like to look into your order properly and give you a straight answer on what happened. You can reach us via help@nakedwines.com. Just reference this Trustpilot review and we'll make sure it finds it's way to the right team.
Either way, I’m sorry we let you down, especially after you’d previously had good experiences with us.
Dominique
Naked Wines
Don't trust this company - used to be good
Have ordered for christmas - on the day they were supposed to deliver today - they send an email saying that they can't deliver today after all and that 'they will try their best' to get the delivery before Christmas. Appalling customer service and no more than a vague update of it might get delivered before chritmas but we don't know when - not good enough - sort it out.
18 december 2025
Review zonder uitnodiging
Antwoord van Naked Wines
Hi Chris,
Thanks for taking the time to leave a review. I’m really sorry for the experience you’ve had.
I've popped a request over to take some more details from you securely so we can find your account and your order to help you further.
Thank you
Dominique
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