Okay, but…
Sometimes this delivery service works great, but I’ve had some issues. The customer service is slow and unhelpful, but recently I placed an order that was supposed to arrive around 5:15. At 5:17, I get a notification saying my delivery driver is here with my order. I head down to my apartment lobby, but there is no sign of a delivery driver or my order. Thinking perhaps someone stole my order somehow, I tried contacting customer support (but there was no option for this issue) and calling the store. Finally, I was able to get ahold of the store and tell them what happened, and apparently they were still on the way- either Drizly falsely completes orders after a certain about of time, or the store says it’s been delivered to give the illusion of good, quick service. I’m glad I called, but I received the order at 6:12, almost an hour later. I understand companies are busy and traffic is bad, I don’t mind waiting- what I don’t like is being lied to. If this is a problem with the store and not with Drizly, I still think it’s unacceptable- they shouldn’t allow this to happen, as I thought someone had stolen my order or I’d been scammed out of money, and started trying to get a refund. Hopefully they fix this issue.
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Open notes to outside companies or mandate
So I bought 3 bottles of wine in a city I just moved to. Apparently you outsource to other companies which is fine with me. But I had notes to delivery driver to deliver to the backside of the apartment building since this old building does not connect the front and back. OkPuff - which is the company it is outsourced to- sent me a text saying where are you? I ended up walking around and explaining why I was waiting in the backside of building to the individual that dropped off the order. I explained why I was not out front… he showed me his app on OkPuff and some apps that utilize that app communicate notes but apparently Drizzly does not pass in the integration these notes… as a software programmer there is no excuse for this. Fix this! Passing delivery notes between apps should not be an issue… especially from customer to delivery driver to expedite delivery and improve customer service. Fix this.
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They messed up my evening and could NOT care less
I ordered a beverage for myself and a bottle of wine for my wife, thinking we could have a nice evening together at our hotel. I requested Drizly contact me if the order had to be modified or substituted. Instead, I got an email 4 minutes later that stated my order had been “adjusted.” I clicked the email and saw they deleted the bottle of wine from my order. Ok, well, no wine, no order for me; I’ll reorder from someone else who can deliver the wine. I click cancel 1 min after receiving the email. Drizly says I cannot cancel. I contact their customer support and they more or less tell me to get bent even after I plead my case. The driver shows up and she’s an Uber driver. Drizly didn’t do anything but send the order to Uber. Save yourself the time and headache and just go directly through one of their “competitors” that is gonna fulfill the order anyway. They actually have customer service who will help you. Now I’m stuck in a hotel room with a sober wife. Would give this company zero stars if possible.
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It’s very good. Not great.
It’s very good for providing the service it does.
The app is quirky- if you want to keep the rather excessive fees limited to one shop shopping, your choices get limited fast.
This is obviously due to the two facts there are thousands of options (in sizes, prices and labels) that most small participating liquor stores cannot stock and that the app offers EVERY known size and label, making the one stop shop far too confusing to happen. Say you want 375 ml of Schmirnoff, a 750ml bottle of extra dry Carlo Rossi vermouth and six bottles of Angelina vin de table all from one store nearby. You’ll spend 20 minutes trying to figure out how to buy the whole batch from one shop. Very frustrating…
And that’s why I rate the app with 4 stars, not 5.
The app is quirky- if you want to keep the rather excessive fees limited to one shop shopping, your choices get limited fast.
This is obviously due to the two facts there are thousands of options (in sizes, prices and labels) that most small participating liquor stores cannot stock and that the app offers EVERY known size and label, making the one stop shop far too confusing to happen. Say you want 375 ml of Schmirnoff, a 750ml bottle of extra dry Carlo Rossi vermouth and six bottles of Angelina vin de table all from one store nearby. You’ll spend 20 minutes trying to figure out how to buy the whole batch from one shop. Very frustrating…
And that’s why I rate the app with 4 stars, not 5.
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Inconsistent overtime
I started Drizly back in December 2020, as a gift for a family, the first purchase was good, it was scheduled and came at the right time. Then I decided to use it myself over the past year, and since then, less stores have been on the app, and they take longer than ever before. Even worse, apparently almost all of the few stores that are left on the app (based on my location) are RELYING on Uber and the Uber takes so long to get to the store (which means evening longer for it to get to me). Especially in 2022, I’d buy from a store on Drizly, then it would take almost 2 hours for an Uber to get to the store, and canceling is a hassle in 2022 than in 2021. So I can’t do Drizly anymore (I even tried to buy a bottle this same day doing this review and it was taking too long). Over the past 2 years, I’ve seen stores that I bought from and had good service disappear and the remaining stores take so long. I bet I could buy 5 Large pizza pies from Dominoes and it would arrive in 1 hour before an order of 1 bottle of liquor from Drizly lol. I’m sorry, but my experience.
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Bad service, indifferent to helping me
I am only giving 2 stars because until this last weekend, I LOVED Drizly.
This last weekend I tried placing an order for delivery in time for a brunch I was hosting. Well my order was canceled due to a payment error. After calling my bank and determining nothing was wrong with my card, I tried again. Canceled. I got an email requesting I confirm my info. I replied. Whoever from Drizly responded I hadn’t filled out the requested info; he clearly had not scrolled down to see where I did. I told him never mind and ordered from UberEats.
I preferred Drizly to UberEats so I tried again to order more bottles for an NBA Finals viewing party I was hosting yesterday. Again, canceled. I tried asking what was wrong. No reply all night. So I went back to UberEats.
I tried to follow up this morning, as I am a regular of Drizly. Got a formulaic “we can’t process your orders with the info provided” email. No explanation. So I replied asking why, given I have used Drizly regularly with all the same info for two years with no incident. Nothing. So I followed up with a message stating I would hate to go but it looks like I can’t use Drizly anymore? Got a reply saying they will close my account. No effort to help or save my business.
I guess UberEats it is. Disappointing.
This last weekend I tried placing an order for delivery in time for a brunch I was hosting. Well my order was canceled due to a payment error. After calling my bank and determining nothing was wrong with my card, I tried again. Canceled. I got an email requesting I confirm my info. I replied. Whoever from Drizly responded I hadn’t filled out the requested info; he clearly had not scrolled down to see where I did. I told him never mind and ordered from UberEats.
I preferred Drizly to UberEats so I tried again to order more bottles for an NBA Finals viewing party I was hosting yesterday. Again, canceled. I tried asking what was wrong. No reply all night. So I went back to UberEats.
I tried to follow up this morning, as I am a regular of Drizly. Got a formulaic “we can’t process your orders with the info provided” email. No explanation. So I replied asking why, given I have used Drizly regularly with all the same info for two years with no incident. Nothing. So I followed up with a message stating I would hate to go but it looks like I can’t use Drizly anymore? Got a reply saying they will close my account. No effort to help or save my business.
I guess UberEats it is. Disappointing.
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Good service. Very bad app design
I’m in Brooklyn so the convenience of delivery is very much appreciated for someone without a car. And for the most part, I’ve had great service (as far as deliveries go).
However, I’m constantly being bombarded with ads. A new one (for instance) constantly goes full screen animation anytime I use the back button. Very annoying.
Searching for categories is a bit disorganized. Some categories aren’t even listed at the top, and I would never find them had I not decided to go down the endless page scroll.
After ordering, my current order is buried under favorites? Took me awhile to figure out that’s where it was, as I scrambled to find the status of my order after exiting the order delivery screen.
Also the delivery ID verification software NEVER WORKS. I can’t tell you how many times I’ve stood outside in the dark, or rain, while some poor delivery person struggled with scanning my ID, only to give up and type it in manually.
Honestly, the thing that keeps me coming back is not the app, per se, but the fact that the local liquor stores send really nice people over and even give me free snacks if they notice I’ve ordered a large amount.
However, I’m constantly being bombarded with ads. A new one (for instance) constantly goes full screen animation anytime I use the back button. Very annoying.
Searching for categories is a bit disorganized. Some categories aren’t even listed at the top, and I would never find them had I not decided to go down the endless page scroll.
After ordering, my current order is buried under favorites? Took me awhile to figure out that’s where it was, as I scrambled to find the status of my order after exiting the order delivery screen.
Also the delivery ID verification software NEVER WORKS. I can’t tell you how many times I’ve stood outside in the dark, or rain, while some poor delivery person struggled with scanning my ID, only to give up and type it in manually.
Honestly, the thing that keeps me coming back is not the app, per se, but the fact that the local liquor stores send really nice people over and even give me free snacks if they notice I’ve ordered a large amount.
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If you only want wine, seltzers, or beer
I genuinely cannot find anything on this app that doesn’t fall into those three categories, unless it’s non-alcoholic. Which is amazing, because they suggest that I look for whiskey, and have no whiskey, or scotch, or bourbon, or gin, the list goes on. And it’s not like those things can’t be found near me, I’ve been to the ABC that’s 10 minutes away, it has all of those things with multiple brands of each. The best part is that any time that I try to search for any of the things I actually want, I get a nice 5 minute long loading screen before it lets me know that there are zero results for the alcohol that I bought a month ago, not far from me. So essentially, I haven’t even used this app because I’m not gonna pay whatever ridiculous delivery fee to get crappy alcohol, or soda, that I don’t even want.
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Loved it…when it worked
Placed an order for a bunch of wine to enjoy with friends for my birthday (today 😑). Had more than enough in the account to cover the cost. The order got declined. So I reached out to Drizly’s customer support to find out what happened. They said they needed additional information to process it. Ok, no problem. Sent that additional information. 6 hours went by and nothing. So I reached out again to see if there’s any kind of update, so I can know if I have to make other plans for my birthday (again, today) or not. The response was oh, if it’s en route contact the liquor store. It’s not en route. It hasn’t been reprocessed. Still no resolution, and I’ve wasted half the day on this. I’m not sure I could be more frustrated. So be warned, folks. It works great, until there’s a problem and you need customer support. Don’t waste important days like I did. Go through someone else if it’s actually a big deal.
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Thieves
I just downloaded this app a few days ago to have an order delivered to me. I have never used an app like this and wanted to try it out. I placed an order and the first problem is that it took FOREVER to show when the driver was en route. I probably waited a good hour before the tracker showed that my order was en route and on the way. The second problem is , I never received my order. I repeatedly checked the tracking and it kept showing up as en route , I checked it again and it said my order was “delivered “ but when I checked outside of my house there was nobody there and nothing there. I called the liquor store and they claim they was waiting outside of my house but I never received a call or text message staying they were there. They then also claimed they “left it outside of my fence” ( which is also completely out of view ) but I checked there and my order was still nowhere to be found. I finally got tired of waiting around for this issue to be resolved and I contacted someone from the Drizly customer support by email MULTIPLE times requesting a refund for my money back and I have YET to receive a reply. They stopped replying to my emails when I asked for my refund so they pretty much stole $70 from me. I don’t recommend at all . Horrible communication and horrible service.
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Super Convenient!!
I love this app though I may be biased cause I haven’t tried any others but why ruin a good thing right?? I’ve got two kids and it can be hard to drag them out which any parent knows so even though it’s more expensive this way it ends up saving the extra I’d spend with two kids in any store!
So far I’ve used the app 3x and have had great luck with the delivery drivers.. I don’t wanna jinx it but so far they’ve been super friendly and accommodating.. always helping me up the driveway to the steps without hesitation.. like I said, it’s obviously a bit more $$ with the tip and all but def worth trying!👍
So far I’ve used the app 3x and have had great luck with the delivery drivers.. I don’t wanna jinx it but so far they’ve been super friendly and accommodating.. always helping me up the driveway to the steps without hesitation.. like I said, it’s obviously a bit more $$ with the tip and all but def worth trying!👍
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Great, but not…
Timing was excellent. One of the fastest app-to-door deliveries I’ve ever received across any platform. However, the driver/delivery person was not wearing a mask. Sure, it’s not mandated where I am anymore but I think it’s at least courteous for delivery drivers who will be interacting face-to-face with you to wear one. The problem was that he made a comment that I’m young and don’t need to wear it. Sure, but my 60+ parents need me to wear one. Which I told him. I also told him I think it’s courteous to wear one. He made a few more boomer, “covid world” comments. I probably won’t be using this service again because of how uncomfortable this conversation made me. Drizly, I’m not asking you to mandate your drivers to mask up, but I at the very least don’t expect underhanded comments from your drivers about my choice to not catch COVID. Train them better.
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Scam
My first order with this app went great. My second order was a nightmare. First off none of the promo codes work for me but I still ordered. I had three separate transactions on my card, 1st: the amount of my order, 2nd: $1.99, 3rd: $4.82. I got no information on what the other two transactions were for. The driver never showed up or contacted me. I live in a very easy to navigate building, so I can only assume they never got out of the car. I was then told that my order was sent back to the store and I had to call the store to get the driver to come back out. Well obviously the store never picked up the phone. When I contacted the app I was told to cancel my order and pay the store a $20 restocking fee, on top of hoping I get a full refund including tip. This app may not be an outright scam, but there’s no way to protect you or your money if something goes wrong. Thanks to a A series of events that were out of my control I’m out $90 and the customer service department has completely stopped responding to me on the matter. I hope this helped someone before spending a bunch of money here.
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Response from developer
We're sorry there was an issue with your order. The team is working through unexpected volume right now and are working to get back to folks as quickly as possible. We really appreciate your understanding and patience. We'll get this resolved for you.
Drizly selling spoiled/tampered product
tl;dr - They work with stores selling substandard or spoiled product and they will not do anything if you are smart enough to call them out on it.
I ordered a relatively expensive bottle of cognac in NYC from their app. Upon opening the bottle it was clearly either spoiled or tampered with. Upon reaching out to support they told me they would send someone to pick up the bottle and return it to the store for exchange or a refund. This seemed like the appropriate level of customer service.
When I replied back with times they could pick-up the bottle a different support person (this time someone in a Senior Customer Experience role) told that they reached out to the store who told Drizly that the product was properly sealed and packaged and that they would not be exchanging or refunding the product. Of course they would say that, especially since this particular brand is known to be tampered with. Out of principle I’m now taking this up with the proper authorities. Avoid this app.
I ordered a relatively expensive bottle of cognac in NYC from their app. Upon opening the bottle it was clearly either spoiled or tampered with. Upon reaching out to support they told me they would send someone to pick up the bottle and return it to the store for exchange or a refund. This seemed like the appropriate level of customer service.
When I replied back with times they could pick-up the bottle a different support person (this time someone in a Senior Customer Experience role) told that they reached out to the store who told Drizly that the product was properly sealed and packaged and that they would not be exchanging or refunding the product. Of course they would say that, especially since this particular brand is known to be tampered with. Out of principle I’m now taking this up with the proper authorities. Avoid this app.
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WORST EXPERIENCE!
Had the worst experience ordering from Drizly. First of all, my order was over $76. Received a notification that my order was on the way about an hour after I ordered. Never heard anything after that and never got a call from the driver. Waited a while longer and then checked the app only to find that my order had been marked as delivered. I am under the impression that the driver has to see me and take a pic of my I.D. before they can deliver the alcohol, so this makes no sense. I called the liquor store and they couldn’t do anything so they gave me Drizly’s customer support number. Called Drizly and they said they couldn’t do anything either since the driver was a DoorDash driver. Drizly said they’d contact DoorDash and get back to me. It’s been almost 3 days and still haven’t heard anything and still haven’t received a refund for the load of alcohol I ordered that never showed up. Very upset that this situation has been so stressful and that the 3 companies I’ve had to contact have not been helpful. Would very much so appreciate my $76 back.
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Response from developer
Hi, We’re sorry to hear about your recent experience. Can you please follow up with our Consumer Experience Team at support@drizly.com? We’d love to verify that there are not any outstanding issues and provide you more information.
Not available for use in my area 🙁
I've been seeing TV ads for this app several times an hour, so decided to give it a try. I soon discovered the service is not available in my area. Why are they spending advertising dollars in my area if I can't use it here? Sad.
After submitting my review, the developer responded indicating "There does not appear to be an account registered to this email address. If you could please provide an order number, email address or phone..."
I guess they missed the main gripe of my review... the app tells me the service is not available in my area. It did not ever get to the point of placing an order successfully, since the app tells me the Drizly service is not available in my area. Thus no order number! The user has no way to know this BEFORE downloading the app, and inputting details for an order, wasting my time for a delivery that they can't provide!
After submitting my review, the developer responded indicating "There does not appear to be an account registered to this email address. If you could please provide an order number, email address or phone..."
I guess they missed the main gripe of my review... the app tells me the service is not available in my area. It did not ever get to the point of placing an order successfully, since the app tells me the Drizly service is not available in my area. Thus no order number! The user has no way to know this BEFORE downloading the app, and inputting details for an order, wasting my time for a delivery that they can't provide!
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No delivery or response. Lost $50 to this app.
I ordered some drinks to my apartment Friday night. They said they wouldn’t get there till around 11:44 pm but oh well better late than never. I got a text from the app saying that the order was on the way at 10:52 pm which sounded great to me. A little after midnight I got a notification that my order was delivered but nothing was there. I emailed the support team who were very quick to respond at first. They asked if there was any way the reception in my building stopped the order, I told them no. After that I received no response. I went down the next day and asked the reception if they got any deliveries for me that night they said no. So I went ahead and emailed the support team again letting them know that the order never made it to the building. From there I have not received a response or any help. Use door dash if you don’t want to risk losing money for trying to simply order drinks.
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THIS REALLY DESERVES ZERO STARS
I’ve tried other liquor delivery apps and never went through what I went through with this app. Like they say “if it ain’t broke don’t fix it”, I should have never even gave this app the benefit of the doubt. Based on my first experience I would not use it again or recommend anyone I know to use it. Every time someone mentions it I tell them don’t do it to yourself and proceed to tell them what my experience was like, I’ve saved a bunch of people from the nightmare I went through. Not only does it not come in 60 minutes I never got my order at all. Called the liquor store multiple times SINCE YOU CANT TRACK YOUR ORDER and all they can say oh it’s coming in 20 minutes. wasn’t until about 2 hours after I didn’t get my order that the delivery driver finally decided to reach out he said he had other deliveries and that he wasn’t coming to me and for me to cancel my order out.
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Bad service
The only reason I’m giving 2 starts is because the customer service representative I spoke to 3 times was super pleasant, otherwise it’d be 1 star. When I placed my order, my driver was 10 minutes away from my location. Within 15 minutes of placing my order it said they were on the way. My driver gradually got farther and farther away from my location. When they were about 25 minute away, they called to say the store didn’t have what I wanted, which was weird considering they said they were on the way with my delivery. I called customer service after 50 minutes of the driver continually getting farther away, and the customer service rep called me back and said my driver was 15 minutes away. 15 minutes later, my driver is still about 20-30 minutes away from my location based on the map. I called the customer rep back and requested my order be cancelled and my money be refunded, as my driver was right down the road from me at the start of this ordeal and now an hour and a half had passed and they were still no where close. Point being, if you can wait an hour and sober up enough to drive to the store yourself, do it because chances are your driver will take just as long if not longer.
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Response from developer
Hi, We’re sorry to hear about your recent experience. Can you please follow up with our Consumer Experience Team at support@drizly.com? We’d love to verify that there are not any outstanding issues and provide you more information.
Very disappointed
Totally unreliable. Especially for a gift. I tried to order a delivery gift for a friend for her birthday while I was out of town and ended up having to get a refund. First- they contacted my giftee that it was coming, which I was hoping was a surprise. Then when it was supposed to be delivered... I got a notification the driver “was outside”. That was it. I texted my friend to let her know and she looked and no one came to the door or anything. My status was changed to “packed”. I had to try to contact them through the only contact they have... a submission. I finally got an email hours later Saying they could t deliver after attempting to contact me by phone . The only number they had was mine and I never received a text or a call. I was told my order was delivered back to the store and I had to contact the store. I finally did and just cancelled my order and ruined my bday surprise for my friend. Poor communication indeed. I will likely not use this again.... not reliable!
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