Excellent following a Formal Complaint – Repeatedly Ignored Subscription Request
Formal Complaint – Repeatedly Ignored Subscription Request
Dear Gipsy Hill Brewery,
I'm writing to express my frustration with the appalling customer service I've experienced regarding my Hepcat subscription.
I originally signed up for a "Subscribe & Save" order of 12 cans every two weeks, but soon after requested a change to every four weeks. Despite multiple emails and even a phone call, this has not been actioned, and you’re still charging me at the incorrect frequency.
To date, I have contacted you six times:
4th June – initial request to change frequency
9th June – follow-up
10th June – another reminder
17th June – phone call with Katie Gardiner, who directed me to Steve Roe
17th June – email sent to Steve Roe directly
18th June – final follow-up
To receive no reply whatsoever — despite having been given a named contact — is frankly unacceptable.
I expect the following:
Immediate confirmation that my subscription has been adjusted to every four weeks.
A refund for any orders sent and charged incorrectly since my first email on 4th June.
Assurance that this won’t happen again — your current process is broken.
If I don’t hear back within 48 hours, I’ll be escalating this to Trading Standards and leaving a public review based on my experience.
Regards,
John Callender
1 minute after this review was published I have received an email of replying offering to refund the two orders received and some FOC beer.
The email felt sincere and explained a migration of systems if they follow through on what they have offered and sort the system I will be happy with this and upgrade my review to 5 stars 🌟 it was 1 but have improved due to the email.
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23/6/25
I have received a refund, and they are sending me free beer as compensation. I appreciate their honesty and their willingness to take responsibility for improving their communication systems, as well as this generous gesture.
