Dan Murphy's
Reviews and Complaints

I ordered and paid for a click and collect from your Secret Harbour store in WA yesterday, 01 February 2021.

I was refused service when I arrived based upon my refusal to answer a question regarding my medical status as is my right in accordance with the Privacy Act of 1988.

Your website clearly states "upon entering the store I am required to show proof of vaccination", which also is in breech of the Privacy Act. I did not enter the store, it was a contactless click and collect which your website does not say requires proof of vaccination.

The order was paid for to the value of $170.30. The number for the order is [protected].

I hereby put you on notice that I will be lodging an official report to the Human Rights Commission for discrimination and to the Police for a case of theft if the money is not refunded to me by the same means I paid within 48hrs of receipt of this email.

Regards Pierre

Your Colyton store on 24.01 disappointing 1. There were no trolleys in the store, all in the carpark. 2. Not greeting & 3 staff gathered at the counter. 3. We place our items on the counter and they were scanned, but left where we put them, also didn't ask it we wanted a box or bags for the wine bottles. 4.Customers are not the staffs love, hun or darl.

Member No: [protected] - Kath Hinder

Hi, Please be advised that you are stating that this Covid notice has been legislated by the WA Government. This is incorrect as it is only a "Direction".

There is too much misinformation out there and the people have had enough of these unlawful "mandates" and "directions". These carry no weight in a court of law as no documented evidence of "state of emergency" has and /or can be produced by the government.

You will need to rephrase your update so as to not mislead people by implying that it is a Law.(false pretences)

Regards

Allan

Dan Murphy's

COVID-19 Update - Proof of Vaccination

Dear Customer,

Under the new WA government legislation, proof of vaccination will be required to enter all bottle shops from Monday 31 January 2022. For more information, check the WA Government website.

We’re still open and trading, so make sure you bring your proof of vaccination and wear a face mask when you drop in. And don’t forget to check in using the SafeWA app or the QR codes posted in-store. These changes also apply to all Contactless Pickup orders.

The wellbeing of our customers, team, and community is our top priority, and we’ll keep doing everything we can to ensure your safety in our stores.

Thank you for your ongoing patience and support!

Cheers,

The Dan's Team

I am receiving endless messages on mobile to expect a delivery when I have not placed an order. I complained a year ago but nothing has been done to stop these endless messages.

Now there is no customer service to complain to.

Next step telecommunications Ombudsman.

We arrived at the Kelmscott 6111 branch near 4pm Sunday 23rd of January, it was 40 Centigrade and a very hot drive there.
The drink we wished to purchase was in a locked cabernet and we could not find a staff member to help get it for us in over 7 minutes so we left telling the checkout lady that since we couldn't get the bottle we were leaving...

I entered dan murphys Bunbury and purchased a carton of Coopers Pale Ale.
I had been waiting in a queue until another line opened. I was asked if i had a Dan Murphy card and gave my phone number.
i was wearing a mask and she asked me"WHAT WAS THAT" So. i repeated my phone number from the beggining. She said I was abrupt.which i was dumfounded by. I replied I have an issue with my mask falling off my right ear and didnt mean anything of the sort. She replied "OH IT DIDNT SOUND THAT WAY TO ME" . I replied "Well the issue lies with you, not with me...if ur having a bad day. i suggest you get over it and left with my carton.
I have been going to this store for many years and never had any issue occur.
My number is [protected] and email..[protected]@yahoo.com.au
Thank you

I ordered a bottle of Gin and Bourbon for my sister and brother in law on 15 December 2021 as a Christmas present to be delivered to them in Victoria. I was advised it would be delivered by 21 December 2021.
A delivery person arrived at her house only to advise her that he did not have the item with him and that it must have been misplaced.
When it did not arrive as promised, I tried to contact via email, since there is no help line to talk to a person, I just get the run around.
Today is the 12 January 2022 and it is still not delivered despite recieving an email saying it would be.
No one knows what the problem is and I am now taking this matter to the Office of Fair Trading.
Will never use Dan Murphys again!

Call me on [protected] or give me a number to call. I want my refund and this mess sorted. Damn ridiculous you don't offer personal contact. Just robotic crap. Me: Melissa Northey [protected]
You can't speak to a person for help. I want my refund and I want you to STOP trying to deliver item now no good. Christmas is over and it could not be delivered Prior as promised. You make it so hard to put through a complaint. Constant editing to get through your crap to post.

We placed an order for some liquor via standard delivery on September 29, 2021. Order # [protected]. After much trouble contacting Dan Murphy's to resolve the issue, we were able to get onto them in late October and have the order re-sent. It did not arrive again. After more trouble contacting Dan Murphy's, they refunded the money back to the gift card and we placed our THIRD order on November 23, 2021.

We have STILL not received the order. We are unable to call Dan Murphy's customer service. It states to use live chat. We are unable to join a chat on most occasions, and our chat has been dropped on all others. When trying to make a complaint directly to Dan Murphy's, we are again told to use live chat. If you go to the Dan Murphy's store, they tell you it is a different department and will not help you. If you can only use chat, and you cannot chat, how are you supposed to resolve your issue? Dan Murphy's leaves you high and dry.

So, in effect, Dan Murphy's a MASSIVE company, has not provided us with a product. The issue has been ongoing for 3 months. Not only this, but this MASSIVE store has now made themselves uncontactable. This screams scam, unfortunately. Surprising from such a large company, I know, but it is actually happening. It's mind-boggling.

I ordered a 2hr drop off delivery to my friends house where I was staying just for the night on 09/12/21. It did not arrive. I filled out and submitted two forms to cancel my order. Tried countless amounts of times to "chat' with their online bot chat team, with no replies whatsoever. On 16/12/21 I was advised that my order was being delivered to my friends address (I was no longer there, nor did I need the drinks anymore) I had no way to cancel the delivery as customer service apparently doesn't exist at Dan Murphy's! The company Jimmy Brings was the one delivering my order. I received a call from the delivery guy when he arrived at my friends house, asking where I was. Unfortunately the poor delivery driver copped an earful of how useless Dan Murphy's is. I want a confirmation that my order is cancelled! And I want a refund!

Dan murphy i will never use you again after your customer service [censored]s told me my delivery was being delivered thursday and hadn't even been despatched. Order #[protected]. Still not in town on 19th december ordered 8th december. Why are you advertising 2-3 days delivery when it takes at least 2 weeks even when it isn't the busy season. Why do you employ people who are trained to lie to customers?

Invoice Number [protected] on the 8th December 2021 online.

Only noticed last night 15/12/21 that I had been charged $18.10 per Bottles, bill came to $181.00. On the 8/12/21 the O.B. was $12.85 for members and $13.85 for non members, so imagine my surprise to see that I had been charged $18.10 per bottles. I have no idea where that charge came from, this morning I spoke with one of your members and they told me that was the price on that day.But I know that wasn't the case, the person offered a $20.00 credit .to me which which I turned down. I know you keep records of your
deals and was surprised the person said it was $18.10.
In finishing I would like a $5.00 credit for each bottles and in future take more notice.
Marg McKenzie [protected]@gmail.com

Rang up to find out where my order was as ordered the 8/12/2021. Told it will be delivered 18/12/2021. Told her that I be leaving 17th December for 1 month and wouldn't be home consultant told me it didn't matter they would still leave it by the front door. The delivery from you is getting worse and worse. Advertising 2-3 days delivery, what a joke!

The website states:
103 complaints
4 resolved
99 unresolved
- DM should be ashamed
Another issue as cited many times in the complaints - but not addressed by DM is that the phone number is closed, no message can be left, no human available.
The time that it takes to get responses from the store managers is unreasonably protracted and in each of my experiences, they do not even address the issue.
It seems Woolies needs to step in and implement a proper retraining program from the top down.
This closed approach to managing complaints is a disease that is undoing the historically positive reputation that DM once enjoyed.
Something has changed at DM and the stink appears to be coming from above and festering across their stores.
Sad for DM, Sad for us consumers.

I have visited the Bathurst store several times since my return to Bathurst to Live. I have a valid face mask exemption on medical grounds from my GP. On all occassions that I have gone through to the check out I have been meet by a particular employee who greets me with huge sigh and eye roles when I explain that I have an exemption.I suffer from PTSD and today it happened again for the fourth time which triggered me to go into a rage directed at this particular employee.I have been banned from the store due to my outburst which he initiated due to his [censored]ing rudeness... obviously Dan Murphy tolerates such poor behaviour directed at their customers...I know nothing will be done to clip this rude arrogant employee's wings... I'll shop elsewhere and funnily enough I mentioned this person to another bottle shop employee and they knew exactly who I was talking about straight away...thanks for the agitation and anxiety...do better...alot better

I would like to lodge a complaint about the way my sons and I were treated at the joondalup store on the 13/11/21. My intent for being in the store was to purchase drinks for my staff Christmas party. I am a business owner, and I was taking my employees to on my boat to Rottnest for our Christmas function therefore I was supplying my employees drinks on the boat.

I entered the Joondalup store with my two sons (15 and 17 years old) I asked one of the staff members a question and they kindly advised me. When I approached the check out I was then approached by who I assume was the store manager who asked my sons for their ID. I explained to him they were my sons and both are under age. I told him their ages and my 15 year old is not old enough for an ID (Unless he wanted to see his student card) And there was no point in either of my sons to show any ID as I was the one pushing the trolley with the drinks and my sons were not handling anything. This person incessantly persisted, It was then I was accused of buying the drinks for my sons. I let this person know this was not the case and my sons were simply with me at the time of purchase, The manager then called over another male staff member that stood behind him. This seemed to be his back up and an attempt to intimidate or bully me into producing my under age sons ID to prove they were under age. I was told by the staff member on the check out that the alcohol (Pre mix drinks) I was purchasing that I could be supplying these to my sons. I again explained why I was purchasing the drinks and also showed the staff member by company bank card that I was using to make the purchase. I was extremely angered by both of these accusations as I have never supplied alcohol to my sons. The staff members made assumptions and judgement on the three of us and openly accused me of supplying to them and alleged my sons were under age drinkers. The staff clearly made judgements on the way we looked and the type of Alcohol I was buying. I strongly feel these staff member's need an education in being tactful and common sense. They were highly offensive, discrimintory and judgmental.
I am regretful l made the purchase and will defiantly not be going back to a Dan Murphy's store in the future.

I am really disappointed with Dan Murphys business.What a hopeless service ! I made an order 3 weeks ago and haven't received update yet. no text message or email. whenever contacting chat team, they are saying its out for delivery. Really ! I am really feeling helpless. Don't know whom to contact. They don't have phone line. when contacting chat team, they are even hopeless. Chat line team giving always incorrect info. contact multiple times, they always say the same repeated answer. It was a gift to my work manager. And I am really feeling fool infront of the whole team. I am taking serious action against this business. I am making police complaint against this hopeless business. Not happy. Its not about money, Its about your image infront of your work colleague. What a Shame team.

Incident at Dan Murphy's Coogee NSW on 21/10/21 at 19.18.
Store 1671. Trans 9793. POS 002.
I have been a loyal & extremely regular customer of this shop since it opened. I got to know the permanent staff well, especially Ash (assistant manager), Amanda & Peter. It was always a pleasure to shop there & often I would have talks with the staff regarding the products & learn much. Often my children would accompany me too & we would all discuss together. We know children are not allowed to hanlde the alcohol.
The staff have changed more often over the last year but we have always had good interactions with all the staff.
On the occasssion noted above, I was with my 15 year old daughter. When I went to pay, she approached the register just a couple of paces before me. The staff member, whom I've never seen before, asked her for ID. She was totally perplexed. I didn't hear him initially. Then he asked her who the alcohol was for (I had already placed the items on the register bench). She indicated me. He then asked me whom the items were for. I answered that they were for me. I was very shocked but remained friendly. The staff member was very stoney faced in both tone & appearance. I said to him that I/we have never been asked anything like this before & that I was taken aback. Another staff came over & said that they have to check that alcohol isn't bought for minors. I said it was obviously for me & that she's my child. I also stated that we have been in the store countless times together & never been questioned before. Neither of them apologised for their questioning or approach and infact continued to make us uncomfortable. I paid & left. My daughter & I were upset. I then went back into the store alone and stated how upset I was & that their treatment & behaviour was unacceptable. All of them were unperturbed. I said I was taking the incident further.
I went into the store to speak to the manager (this took a little while as he never was there when I went in). I told him the about the incident. He was not apologetic. He said that the store has problems with under aged people trying to purchase alcohol & that the staff find it hard & that even sometimes police are there. I said as an avant community member, parent & medic, that I understand that is a serious issue and agree strict checks have to be undertaken. But stated that that had nothing to do with me or my young family. I offered to give him the details from my receipt so that he could establish the staff members involved with my complaint. He declined to take the information. I asked him what he was going to do. After a lot of discussion he said he would talk to all his staff. I stated again that it was only those certain staff that had treated us badly. He refused to talk to the staff member/s directly. I stated I was not happy with this & that I wanted to speak to his superior. He said he did not have one as was a franchisee! I said he must have a regional manager or someone to answer to. He refused to tell me. I was astonished. I clarified if he was refusing to speak to the staff involved and also to give me his superior's details, & he agreed this was the case. Hence I am contacting Dan Murphy's now.
This response of a manager is even more unacceptable than from the staff. I totally understand & agree that strict rules are in place regarding alcohol & age. My incident however is not remotely close to any illegalities whatsoever. The interaction should have been performed completely differently by the staff and the manager's dealing with my complaint be resolved correctly & positively.
I have not purchased from any Dan Murphy's store since this incident.
I have also told many of my local friends about it. They also agree that this is all extremely uncalled for & unsatisfactory.
I also wish to note that not being able to easily contact Dan Murphy's in any manner is quite ridiculous. The phone line has been ceased & there is no feedback/complaint section/link on the website & head office is uncontactable. This can only reiterate bad management of the company and also makes one question why so many staff have left the Coogee store over the last year.
Please take this seriously & respond to me urgently.
I am still astonished by the whole thing & very sad that this has happened in my community. I am a big supporter of local business.

Unable to get any information if/when my gift order #[protected] will be delivered.
Delivery promised between 6-8pm Saturday 20 November - it is now Monday morning and tracking stopped at "Packed" on Saturday afternoon.
The company's customer care telephone goes straight to recording saying they're too busy to deal with calls, referring to virtual chat which only passed me to an email form, still unanswered!

Order Number [protected] - for one carton, 24 cans of 500ml of Paulaner, Hefe -Weissbier, paid on order date of October 26/21. Waited sixteen days to receive the order only to be disappointed to receive one carton of Weissbier, - and not Hefe - Wiessbier, that is a different brew, and which I do not like!

I would like to return this carton - minus two cans - to my local Dan Murphy's at Raymond Terrace, for either a refund, or exchange for the beer that I originally ordered.

Please let me know as to what would suit me.