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1.1 197 Reviews

Dan Murphy's Complaints Summary

4 Resolved
192 Unresolved
Our verdict: If considering services from Dan Murphy's with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Dan Murphy's reviews & complaints 197

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3:08 am EDT

Dan Murphy's staff member

I walked up to the cash register ready to pay for my goon which was $12.50 with the Dan murphy's member card. I went to pay and noticed it said $14 on the till machine, i then said to the lady oh sorry but the goon is on special for $12.50 and she proceeded to say "don't you mean casket wine" and me thinking that i had chosen the wrong goon bag i replied " no the koolibar goon bag is $12.50 and she yelled so that the whole store could hear and she said "don't ever say goon again it is highly offensive. after saying that i quickly apologised not knowing the meaning of it because ever since i was little and even now all my friends and family call it goon. I felt very uncomfortable and felt like i was a racist when i know i'm not.

Desired outcome: a discount or something of reason

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1:54 am EDT
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Dan Murphy's Possible staff honesty issue

Just over a week ago, while at the Wonthaggi store, I thought that I had been short changed, only a small amount, but I couldn't be sure.
Yesterday I went into the store, made my purchase, paid in cash, and was short changed $5. I didn't say anything just made a mental note.
I returned to the store later that day, I made a small purchase, I was served at the register by a different employee, again short changed $5
I don't care about my $10 but I'm concerned that this is not an isolated incident. Maybe the registers didn't balance yesterday and it was two honest mistakes.
But if the registers did balance, then I suspect there is perhaps a security issue to investigate.

Desired outcome: This is not an issue to resolve for me... I am simply bringing it to your attention. It may be happening to other customers who choose to pay with cash. What you do with this information is up to you. Where I choose to shop is up to me.

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2:42 am EDT
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Dan Murphy's Online delivery

Absolutely appalling customer service. I should have read the reviews before I made a online order. As everyone seems to have the same problem. Failed delivery's and waiting up to weeks to receive an order. The Delivery driver "attempted" to deliver my order I was home all day within the time frame they said. They didn't deliver nor attempt too. Happy to take peoples money but then not fulfil orders. The Man who answers Dan Murphys is the same guy who answers for Endeavour Delivery. Very unprofessional and not helpful at all. Every excuse. I will not be shopping at Dan Murphys again and will stick to First Choice. Have requested to cancel my two orders and to have a full refund back ASAP as I am entitled to one. It's my money! If this doesn't get resolved within the close of business day. I will take this further to consumer affairs!

Desired outcome: Refund ASAP

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5:38 am EDT

Dan Murphy's Customer service complaint

Hi, I've been a long time customer of Dan Murphy's Kelmscott but will not shop there ever again due to a woman at the checkout inferring that I was a liar without warrant.

At around 4:50pm, on 13th April I stopped by at Dan Murphy's Kelmscott and asked my wife to buy a bottle of Jim Beam 700ml. She returned to the car and said she needed to provide ID, which she did not have on her as she is 32 years old. I entered and explained that she was buying the Jim Beam for me, her husband. I explained that she was 32 and my wife and I thought that would be the end of it, but she assumed I was lying and said it was the law to refuse me the bottle.

Few times in my life I have been accused of being a liar, and this was a shock for me. I have been a regular customer to the store over the past 5 years but not more. I said I would be making a complaint and asked for the managers name, which is Roy apparently.

I tried calling the [protected] but was closed so wanted to inform management that I felt very insulted and do believe the woman I talked to should be informed that it is unacceptable to imply a long time customer of being a liar. I have never bought alcohol for anyone underaged.

I am an honest person and was very disappointed and insulted and will not be shopping in that store again.

The woman I dealt with was of New Zealand decent I think at the counter closest to the entrance. There was also a young man on the other checkout.

Desired outcome: Some accountability please

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8:53 pm EDT
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Dan Murphy's Rude/arrogant and unfair demeanor of staff member

Hi,

I have previously contacted Alyanna at Dan Murphy's (I think that she is based in Sydney) - lodged a complaint and no action until I contacted her again on Thursday 1 April when she transferred me to the store manager at Jimboomba. John, the store manager listened to my complaint and promised to phone me back the same day around 12:00pm, the phone call didn't occur.

My complaint is simply as follows;

I placed an on-line order and paid for it for collect on Wednesday 31 March 2021.

My usual practice over the past number of years is to call into the store, identify my order and place it into a shopping trolley, then proceed to the counter to be cleared and checked out of the store.

This particular day a staff member by the name of "Luke" confronted me in an unfriendly manner and told me that I cannot load my order into a trolley and I must attend to the counter and they will load it and sight my ID. He was overpowering and spoke down to me, I argued what was the issue as it is my stock which I have already paid for and all the other staff members don't have an issue with me simply placing the stock into a trolley.

I admit that I lost my temper but the staff member persisted with an attitude of offence and intimidation towards me, my personal feeling is that he is not suitable to be in the retail industry as his overall approach is not at all warming to others.

He then threatened to bar my ability to order on-line then he told me to get out of the store.

I am attempting to have this matter resolved and if I am not able to place my stock into the trolley into the future, I will accept that.

I request an apology from the staff member.

I have purchased my liquor elsewhere from another retailer as I don't feel comfortable returning to the Dan Murphy's store at this point.

Regards,

Lee Tait

Desired outcome: Appology

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5:29 pm EST

Dan Murphy's Online

Spent over 3 days on what should have been a very simple online alcohol delivery order for the company's christmas party - kept receiving error messages from the online site repeatedly each time despite trying multiple different cards, clearly a problem at dan murphy's end. After 8 hours on the phone being given the run around and speaking to several different telephone staff, including one staff member who had the gall to claim there was an issue with all of our 6 different cards, including my partner's, and another who suggested we just go in store to pick up (if we had that ability, wouldn't we have done that?!), we were told that dan murphy's had blocked the account due to a "chargeback" in 2018 (that we weren't even aware of). After many more hours of being stuffed around, told that the "block" had been lifted and could try again in 15 minutes. Waited 15 minutes, tried again, did not work. Tried again the following morning with the staff member who had assured us that it would work and the "block" had been cleared, still did not work. No explanation for why or how to resolve it other than "it still needs to be looked into". So, still no resolution - after 3 days of dealing with the so called "customer care" team - it's pathetic. Go elsewhere. Don't deal with this fraudulent, unethical, lying store. Deliver the service you claim to offer to consumers. For your mental sanity and time, go elsewhere. Never experienced anything this bad. They've ruined our christmas and we sincerely, genuinely hope dan murphy's christmas is ruined too.

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4:08 pm EDT

Dan Murphy's Delivery

Paid a premium for a 2hour delivery window. Didnt arrive and didnt notify me that the delivery wasnt made (it was a gift to a family member).

I found out and complained. It was to be delivered that day. Again didnt arrive. Complained again and got a refund.

Even though knowing it was meant as a birthday present the company has not offered any compensation. I have now asked and am still waiting.

Until it is made right, I will not give the woolworths companys another cent.

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6:10 am EDT

Dan Murphy's Tamworth store

Where do I start really,

as a customer who spends a substantial amount in this store I find the attitude of several staff members bordering on discrimination.

I have had my personal dan murphys account flagged and cannot get this fixed despite asking several staff members.

My husband has a business that he purchases for, as does every other business in Tamworth that sells liquor.

I also as a consumer purchase click an collect orders on a regular basis that are NOT for business, this is my right as a customer and also quite important to me as a person with a back injury who cannot lift more than 1kg.

Im not sure exactly what we as consumers have done as we are humble people but it seems that there are staff members in this store who have some kind of issue with us and have made it virtually impossible to shop.

an elderly gentleman who wears a hat and has a long beard in particular is extremely rude and had me in tears over his rudeness.

I was purchasing cases of beer and my daughter was publicly berated by him for touching my TROLLEY because I had walked away to find someone to help lift beer onto said trolley, when we asked him to help us he followed us into the cool room and stood watching as I struggled in agony to lift cases and my daughter 17 stood on in tears unable to assist, this was despite me asking him for his assistance because of a back injury.

several times since then I have been in store and have been followed by this staff member as if I am a criminal.

I spoke to the store manager who basically brushed me off and said it had to do with tax implications if I am purchasing as an on seller.

Im a licensee, I know the law... Im not purchasing wholesale and I personally come and pick my orders for the business and I AM AWARE that I cant click and collect for business, so I dont.

I am however extremely disgusted that the block on my account is so malicious that not only can I not place a click and collect order for MY PERSONAL USE, my son, who has just turned 18 and couldn't wait to sign up for his own dan's card has also been blocked, he has a residential adress that is the same as mine... that was the only thing that would have been the same.
he had a well deserved graduation party booked last weekend and he placed a click and collect order which was paid for by my PERSONAL credit card with absolutely no affilliation to business whatsoever.
the member number is [protected]
the order was paid for, he went to pick it up and the store had no idea about it and once again he was treated appallingly by staff.
they could not have cared less that the order was paid for despite him showing them the order number and the payment details they simply told him to call a 1300 number on the day of his party, leaving him so upset that I had to go down, re pick the order myself and pay for it again.
they told him the money would be refunded in 3-5... gee thanks.
Im still waiting, Im extremely angry about it and I want answers.

It looks very clear to me that this is discrimination.

The fact that someone has gone out of their way to treat us like this, so far as to obtain and link and block an online personal account and acess private information with no basis whatsoever on a residential adress that is not a business, it is our home where my son resides... I need answers and I need the staff members to show some respect to customers who spend close to $26, 000 annually in orders that are picked up for business and a further $10, 000 approx on personal orders.

I apparently no longer have a dans membership number either so I cant give you that to fix.

my name is Justine Dube and the email on my account is [protected]@icloud.com it is linked to my personal email account and my residential adress and my credit card is a personal card in my name.

If my account is not rectified and that of my son and my money refunded immediately I will be taking it further.

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10:02 pm EDT

Dan Murphy's Spam calls

I filled out a survey for Dan Murphys now I am getting at least 2 calls a day from health insurers I have so far blocked 11 numbers!

It appears marketing agents etc are calling also.

Did you sell on my information? Never ever will I be associated with this brand

If this does not stop I will be forced to report this to the ombudsman

Get my number off their listing

These are menace calls often dont speak and they dont leave messages

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4:45 pm EST
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Dan Murphy's Non delivered item

Consignment order 71174955*002. On being notified by the gift purchaser in the uk we then found an order had not been delivered. The staff person reordered deliver for yesterday. I sat for 12 hours with no deliver. I might add I've been home for two weeks. No deliveries have been attempted. I request resolution in that I can collect from an actual stores, my closest being Kippa-Ring, or, the money is refunded to my relatives account. I await your advices.

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6:28 pm EST

Dan Murphy's Employee josh

When we visited coffs harbour dan murphys, we were looking for a special gift for someone. We walked around and around looking for somebody to help us but there wasn't anybody around! When we finally did find an employee (josh) he was extremely rude, unhelpful and walked away from us! Absolutely disgusting behavior! How such a big company like dan murphys who are all about customer service can have an employee like this is beyond me! Will never be returning the the coffs harbour store!

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7:03 pm EST
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Dan Murphy's Data processing front counter (stanley street woolloongabba store qld)

Before leaving home I transferred $150 to my keycard from seperate account and institution in order to make purchase at said store. I noted before leaving home funds appeared in my keycard account as clear funds. I went to said store (where my partner and I in brisbane - we live in adelaide also) half the time.

The transaction declined several times. I went home phoned bank and returned to store. As it turns out your staff had no idea to suggest I attempt inserting card and entering pin... Resonance being we had used more than the designated paywave transactions and our bank blocked paywave transactions.

We are regular member customers with account linked to mobile [protected], sara nesteroff. I am so pissed off! As for the inconvenience and waste of time experienced. Your staff should have known to suggest same processing option,

Aleck seggan
[protected]

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Update by Ajst
Jan 07, 2020 7:04 pm EST

Blahhhhhh!

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5:23 am EST
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Dan Murphy's Item not delivered

97216843 I ordered this as I gift for my brother in Australia and paid an additional $10 dollars for delivery on the 20th December it's a gift note. This still hasn't been delivered but the cost of the item has been charged to my account. I have sent 2 emails requesting a refund but I have had no response. I'm disgusted at this lack of customer service.

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5:42 am EST

Dan Murphy's Customer service

I would like to express how disgusted I was with the staff at the Polaris Dan Murphy store on 1056-1140 Plenty rd Bundoora. I walked in at 8:56 pm, walked out at 9:02 pm after spending $214.98. I knew exactly what I wanted and didn't bother anyone for help. Every staff member was rushing to get out of the store, complaining and telling each other to get a move on. Needless to say I was also rushed and was extremely uncomfortable being made to feel I was holding everyone back. I don't think I've ever come across such a large and obviously successful store of any kind where the staff were so openly rude. They even questioned what the security guy was doing when he had to let me out. I understand people want to go home after a long hard day, but the customers don't need to know how long or how hard they've worked by feeling guilty for being there. Every Dan Murphy store I've been to the service had always been above my expectations. Unfortunately I won't be going to this one again, the staff obviously have no idea it's Christmas.

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5:22 pm EST
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Dan Murphy's Service

Which complaint should I start with?
Ordered on line prior to attending a Xmas party.
I received the confirmation emails and text to say the order was ready for pick up.
I went to the store (didn't try to have them bring it out as they advertise because never do). and I waited to be served at the pick up counter and watched as the staff chatted between them selves they acknowledged my presence and when they finally served me my order was only partially filled, they had sold some of my order.

The manager agreed to refund my purchase and yes you guessed it I am still waiting for the refund.
ex customer number [protected]

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12:12 am EST
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Dan Murphy's Staff

Refusing to serve after demanding a Autistic Boy to undress at the register being in school uniform before serving his Father.
Noted store policy when the child was not holding any items or purchasing and items just accompanying his Father and Brother in the store.
I explained to Trevor your cashier that my son is Autistic and doesn't understand your demands to undress or the reasons why and asked my Son to return to the car where his mother was your cashier continued to demand we retrieve his jumper explained as a group without his jumper we were unable to be served under Dan Murphy policy.830 pm Wednesday 04/05/2019
Explained to your Store Manager this morning the 05/04/2019 at 9am at no stage was my son handling any goods or mention anything about alcohol he was accompanied by his Father and Brother in your store when these unreasonable demands and refused service Discrimination of special needs and Nasty employee of your company.I asked your manager if the same request of say my Daughter if she accompanied me in your store would have been acceptable he replied no.
Thor Birthday was on Wednesday the 4 th of December while his Brother was aiming to purchase some Birthday drinks to celebrate his Birthday this is how your staff treat the public.I will be happy to put my experience on social media at this disgraceful treatment of anyone at your store.
I hope action is taken against your horrible cashier at Bathurst Dan Murphy.
Simon Boulter
[protected]

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11:43 pm EST
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Dan Murphy's Security at store

I visited your store at West Newcastle this afternoon 24th November 2019 at approximately 3 pm and was totally appalled at the way the security guard approached me about checking my bags. I wasn't purchasing anything and tried to exit the store via the inward gate. There was no other way to leave apart from waiting for all those purchasing to be served.
As I went through the gate the security person called me back to check my bags.
I don't have a problem with having my bags checked and readily offer them for inspection when leaving a store however, I do take offence at being addressed as "love" and being told I looked suspicious.
Maybe the store should make it that there is a way to exit the store when you are not purchasing without having to look "suspicious". Also have the security guard placed in a position that you can readily offer your bags for inspection and not placed in an embarrassing situation in front of other customers.
After this experience I will not be returning to the store and will not be recommending this store to family and friends.
Regards
Linda Hudson

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1:41 am EDT

Dan Murphy's Delivery

31/10/2019
order #[protected]
Waited for the delivery and was home. Received a text from the driver saying he was at our house (he wasn't or didn't know how to use a doorbell.) When I responded via text he did not text back nor did he answer the 10 times I tried to call.

Called the call centre and they were as good as useless, saying the online order could not be transferred for me to collect at a store, and that i had to go to the depot (miles away)the next day, or wait until the following week (which would be after our party)
I subsequently cancelled the order.

I chose to have my products delivered thinking it would be one less bit of running around, and NOTHING ABOUT IT HAS MADE MY LIFE EASIER. i should have done what i always do and drive 10 mins to the shop.

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6:13 am EDT

Dan Murphy's Customer service

Hi I have been advised by Karen, staff member, to inform Dan Murphys of an incident on Tuesday 29th October 2019.
I was looking for a chilled white wine and went to the cabinet at the rear of the store and a staff member named Vicki was filling the cabinet. I looked on one side where she wasn't filling and waited for her to move so I could look on the other side, however she didn't move. She asked me how I was but for some ridiculous reason she kept filling and didn't stand aside. I waited for about 5 minutes standing at her side.

In the end I went to the checkout and informed Karen what happened. I was ropable and am told this staff member has a terrible habit regarding poor customer service.

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3:29 am EDT
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Dan Murphy's Delivery and communication

I ordered a case of beer on Sunday. I got an email on Monday saying it is coming in Tuesday. Today is Tuesday and I have waited all day. This evening I get an email saying sorry there has been a delay and your order won't come today! Angry and frustrated. I have no other email communication about when it will come. And any email I get, gives me no option to change or cancel my order. I am so disappointed in the service and communication. Not good enough! I will not be using Dan Murphy or their services again. Ridiculous customer service. A DM is down the road from me. Too hard to send what I ordered from there via Uber. It has to come from somewhere else. Unbelievable! And to get a refund, it will take 3-4 days again! Crazy!

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