Neat & Shaken Reviews 183

Efficient delivery and good price

I ordered on 15th Dec, had an email to say it was dispatched on 6th Jan, and two later emails requesting trust pilot reviews on the 27th Jan and 3rd Feb.

All emails I have sent to neat & shaken and queries to their website chat box have been left unanswered.

I eventually received my product which was a Christmas gift hence my 3 star review but I had no replies to my numerous requests or online chat requests to enquire why my money had been taken but no delivery in time for Christmas

Delivery was extremely slow, albeit this was partly understandable due to it being the festive season. As a result, the item - which was a gift - did not arrive in time for Christmas (despite being ordered on 16 December). I therefore sent an e-mail to N&S, requesting that my order be cancelled and a refund be issued. No reply to that e-mail was ever received, and the item was sent anyway and received on 9 January! I have kept it because I did not have the energy to follow up.

Product didn’t arrive, nobody answered the emails I sent and have not received any refund.

Ordered gin on 17/12/25 and still yet to receive any confirmation or tracking. Have emailed twice for a refund and heard nothing. I am not convinced this is a real business. Absolute con!

I made an order on 20th December and quickly received a confirmation email. I have received no further information or communication from the company. I have tried using their AI Chatbot Assistant but that has not been helpful. I have emailed twice with no response. I understand it has been Christmas but there have been working days before and after now, so a simple email response would have been appreciated. It has now been 10 days with no communication, no updates, no responses, no change in my order status. It is getting incredibly frustrating.

Update:
I reordered and this time paid extra for next day delivery. No delivery, no email from the company. I have now emailed their customer service 4 times with zero response. I have requested a full refund for both orders to which I have also had no response.

Deeply disappointing and frustrating. I would not recommend to anyone.

24 Nov placed order and received confirmation
28 Nov DHL Express tracking number received and a delivery date of 1 Dec mentioned
29 Nov driver attempts delivery and logs on website, no calling card
I noticed I had a missed call earlier when I was in the bath
29 Nov I rang back the number (which based on the log on the website related to the unsuccessful delivery) I deduced was the driver but got no answer
29 Nov I checked for an update and learnt the package has been left at a local collection point and request a pick up code
30 Nov I am refused receivership of the package as I do not have a pick up code
30 Nov I request another pick up code and inform DHL of the issue and advise them to deliver to my address if the code cannot be sent

Hello,
 
I would like some clarity on what is going on. When I requested a Resend Service Point Pick Up Code that was over 7 hours ago and it said I should receive one shortly, I do not know what is happening, I cannot wait indoors indefinitely, please can you send me the code I need to pick up my parcel or provide a delivery date and time so I can ensure that I am in to receive it.

1 Dec I complained on X to DHL saying

Tracking number - 60120224570338

What is wrong with DHL e-commerce

They delivered my parcel to a parcel shop, left me no calling card or Pick Up Code

I requested a code and have been waiting 36 hours and no response

This is Sh*t customer service.

1 Dec I then received a response from 
 

Hello 👋, your case has been escalated to our WhatsApp Relations team, as they’re the team currently available to provide quick assistance. Please keep an eye on your WhatsApp—they may reach out to you via call or message to help resolve your concern promptly.

1 Dec I received a WhatsApp call which I answered through my earphones and and he stated the was part of the WhatsApp DHL department and requested that I send confirmation of my Name, email address and proof of my purchase, when I stated that this information is in their system and that I have already provided this several times he said that it was necessary for data protection so I sent him the information.

 
Requesting confirmation whether this was an authentic DHL Whatsapp Customer Service logo and that these are genuine DHL customer service whatsapp numbers

+447400728937

+447401136977

As I had been contacted by individuals who have been trying to obtain my details for a refund even though I have stated that I just want a Pick Up Code so that I could collect my parcel, I am very concerned that there is an industrial scale organised scam going on that involves DHL employees and their dodgy acquaintances

Please confirm the veracity of my recent contact from these numbers who say they are the DHL whatsapp customer service  and please sort out my query/complaint - provide me with a Pick Up Code.

I provided information from the website Fig

1 Dec I contacted asking

Why am I being ignored?

1 Dec I contacted requesting

Good afternoon,

Please can you advise DHL to deliver my parcel to my address or provide me with a card or a barcode so that I can collect my parcel from the parcel store as the employee in the store refuses to give me my package without a pick up code.  
Neither a card or pick up code has been provided for me and  I first requested a code 36 hours ago and have emailed DHL requesting one but have heard nothing at all and am being ignored.

I am glad that I did not spend the £200 that I was originally planning on spending.

Michael Gibbs 

Tracking number - 60120224570338

1 Dec I sent a WhatsApp message to the driver saying

Tracking number - 60120224570338

As the manager says he cannot give me my package without a pick up code or calling card, I haven’t been provided with any, or send me a Pick Up Code

Your shipment 60120224570338 (1 parcel expected) has been delivered to your ServicePoint and is available for collection

2 Dec received message from

Shipment number: 60120224570338

Case number: 13044367

Thank you for contacting DHL

We have received your query and aim to respond to you within 1 working day, between 8am and 6pm Monday to Friday (excluding bank holidays)

If you do need to contact us before then about your query, please reply to this email. You do not need to submit another query.

Ordered their ready mixed Gin & Tonic, received the product with a best before date of August 2025 (at the end of November)
Emailed them over a week ago & they are ignoring me.
Appalling lack of customer service & out of date goods, avoid.

Great service from Neat and Shaken. Bought 2 bottles of 19 Crimes rum that I couldn't get anywhere else! Well packaged and swiftly delivered. Will definitely use them again. Thank you!

Quick delivery no hassle really well packed

Absolutely brilliant! Found spirits that I haven’t been able to find elsewhere and at great prices- I’ve bookmarked their site as this will not be a one-time purchase.

The site was easy to navigate, delivery was quick and my order was very well packaged.

Thank you

I ordered a bottle of Berkeley Square Gin (£70+) from Neat & Shaken. When the parcel arrived, there was liquid spilled inside the packaging with a strong smell of alcohol. The seal around the bottle cap had been torn open.

I immediately contacted customer service via email and the online chat, but received no reply. This is very disappointing and worrying – I can’t even drink the product safely. For such a premium bottle, this experience is unacceptable.

Prompt , well packaged , good price .

Great service and parcel very well packed and product is amazing

Fast delivery thanks

Super fast delivery of my favourite gin - Bloom Raspberry & Rose!

You deliver what I have ordered at a price that I had agreed at a time that you have told me, I will come back for more
Thank you

Slightly pricey but speed of delivery is exceptional and well packed

Excellent well priced offers, quick delivery although too much packaging