House of Malt Opiniões 

Extremely poor customer service and a frustrating experience.

I placed two legitimate orders with House of Malt. One was fulfilled normally, while the second was flagged by them as a possible duplicate and withheld pending confirmation.

I repeatedly tried to respond to confirm that the order was genuine, but emails to the addresses provided by House of Malt bounced as undeliverable. I then tried calling, only to find their published telephone number was disconnected.

With no functioning way to contact them, I eventually resorted to sending a physical letter to the company’s registered office address. Incredibly, that has now been returned by Royal Mail marked “Addressee has gone away.”

The outstanding bottle did eventually arrive, approximately two weeks late, so the order has ultimately been fulfilled. However, having working email, telephone and postal contact details is a pretty basic expectation of an online retailer. Having to chase a paid order through multiple failed communication channels — culminating in a letter to their registered office being returned undeliverable — is simply unacceptable.

Unsure what is going on but I suspect Imbivium Ltd who acquired the business in June 2026 may have bitten off more than they can chew; I wouldn't bother taking the chance and ordering from H.O.M. as they are completely unreliable and uncontactable.

OK, the business has had it's issues of late. But, based on previous interactions, stepped in to place a new order. And, as expected all went well. Ordered late Monday and the Whiskies were delivered first-thing Thursday. An email, as in the 'old days', might have helped to smooth the journey, but guess they're just finding their feet once again. Heads up, the stock levels aren't great at the moment, but I'm sure with the support of the old stalwarts, and anyone maybe 'sitting on the fence', we can help these guys to shine again!

Ordered 2 bottles of Rum to be delivered. I get a call from the post office saying the package is not deliverable because it was wet and damaged.
I asked for it any way. Imagine opening it ,and the whole box smelling of rum.

Bottles were barely packed well. The seals were broken, and one entire bottle empty. Another half poured out.
Sent an inquiry about what we should do to sort this out.

Sent proof of damage and a letter from the post office.
It's now almost 3 weeks since I wrote in with only one response and no resolution.

Brilliant Customer Service (on top of great prices and stock) : - I had a delivery issue, 1x bottle of Uigeadail - *strictly the couriers fault*, And : it was sorted out in no time, with super-on-the-ball/prompt messages to + fro.
Cheers Guys.... from a returning and now - ongoing customer.

This will be hopefully my last review about this company. Yes I did get a refund of £675.26 I paid around £700 for my order. £41.50 I paid for returning the bottles so I am down £66.19. I don't think Mr Benyamin Turnbull has heard of trading standards laws whereby long distance selling the trader pays for the return post and packaging in particular if goods are faulty.

We order an engraving for my sons 21st and they managed to engrave the wrong name on the bottle. My order confirmed the correct name but they screwed up. My son was gutted at his party.

Response from the company:
"Oh dear I am very sorry to hear this.

We do outsource the engraving to specific engraving company, so we will need to take this up with them. I agree that this is not acceptable.

We can of course do our best to rectify this for you at our cost, we can try to have the engraving done again, and swap the bottle if this would work for you?

I see you have left us a negative review on Trustpilot, we would like to have the opportunity to rectify this for you, as we are not in the office at the weekend this is the earliest opportunity to reply to your issue."

In January I gave up, contacted my bank, they reviewed the evidence and issued a chargeback.

We ordered an expensive bottle of whiskey that went to the wrong address. We explained mistake and was meant to be diverted to proper address as was a gift. We have emailed, called, instagram message. We collected bottle of 18year MacAllan and unfortunately the bottle seal was broken. We have tried to contact and no reply. I do not like to leave bad review but we have been trying to sort this for few weeks.

Had a problem which was not their fault and they have resolved it.

Will not answer email phone or insta tried to place an order twice website buffers nothing happens..been a week and nobody from customer service has got back to me... Do not use this website

Firstly arrived upside down, which i queried, as from master of malt told it needed to be upright. Secondly a,few days after 30 day return daughters boyfriend dumped her but thry won't take back, I wonder again if delivered wrongly.

Range and pricing is very competitive however must say their delivery service with evri lets them down as well as their lack of communication with customers

My first time to use House of Malt and I'm delighted to say that they we're an honest and dependable company to deal with. Good communication and very competitive prices I will happily use again. Highly recommended.

Extremely disappointed with this company. Order a single malt as a birthday gift - paid for next day delivery and it was schedule 2 days later for delivery - driver did not deliver in the fixed time. Very poor service - still hadn’t arrived

Seriöser Onlineshop 😃 Super schneller Versand 👍 (keine 48h später war das Paket schon da)😊.
Sehr gut und sicher verpackt.
Ständiges Statusupdate zur Bestellung und Lieferung per
E-Mail. Preise sind top, vor allem wenn es Aktionen gibt.
Sehr zu empfehlen und gerne wieder.

Just received my first bottle from house of malt, quick delivery and im very impressed with the packaging. Looking forward to opening Japanese whisky for the first time.

Ordered 2 bottles after receiving an email, promised delivery in 2-3 days, after 3 days I noticed my order was still processing so emailed asking what was going on. There has been a delay they said. I replied saying maybe they could have emailed to state this. Got a bit of a patronising reply which didn't make sense, something about certifying payment caused the delay. I queried that too. Saturday I received a phone call basically in not so many words telling me to shut up , you'll get your order early next week , It arrived on Thursday , i had emailed Wednesday night onlyto receive more contradictions Thursday morning , delay was due to the suppliers only delivering to them late, and my fault for not spotting that on the advert , the add now reads 5-8 working days , Istill have my email promising 2-3 days and the original email offer saying in stock order now etc , I order hundreds of bottles a year, almost all are honest and rectify issues with goodwill , not house of malt unfortunately

Excellent service and incredibly helpful when I made an error on my order.

I had an issue with the courier in delivering my purchase and wasn't able to speak to a human.
When I went back to House of Malt for help they were amazing. Thank you Jordan Harris- Williams for your care and kindness in getting this resolved. 🙏

The actual product was very good. However, I emailed them advising them about the courier service (Evri). Their courier had made no attempt to deliver to our door, or let us know the package had been delivered, and the package was left on top of our bin by the gate. Heavy rain overnight meant the package was soaked through - the whisky box ruined, the label lifting of the bottle so as a gift now useless. Having initially received no reply from House of Malt, it appears my initial email got lost, they eventually got in touch and very quickly addressed the issue I raised and we achieved a satisfactory outcome. Very good customer service in the end so do persist if you need an issue addressing - well done Jordan.

I placed my first order with House of Malt and received confirmation of my order and that Evri would deliver my parcel.
Evri failed to deliver on the promised day.
Evri failed to deliver on the rescheduled day.
I contacted House of Malt to ask them to cancel my order as I had lost all faith in Evri ever delivering.
House of Malt replied to say it would be delivered in two days. They did not carry out my wish as their customer to cancel my order.
I replied to them asking them again to cancel my order and astonishingly they blanked me. No reply to my email. No promise to cancel my order. Absolute radio silence.
Now of course I understand that things go wrong but it’s how a company handles a problem that gives you a true measure of who you are dealing with and on this occasion House of Malt failed to carry out my request on two separate occasions and even failed to reply on the second occasion. A lasting impressIon….