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Laithwaites wines

Wine Merchant dedicated to the best possible customer service. Laithwaites delivers wines and Champagne that come direct from the vineyard of top-quality, small production winemakers in every corner of the world.

Independent Wine Merchant of the Year 2007 - Decanter world wine awards
Laithwaites has won ten major service awards in the last few years, including Best Food & Drink Company at the ECMOD
Ranked #4 in the Top 10 UK call centres for customer service 2010
Direct Merchant of the Year - International Wine Challenge 2011 Merchant Awards
Winner of a Business to Consumer ECMOD Direct Commerce Award 2011
Special Commendation - Independent Retailer of the Year (in association with Provence Wines) - Drinks Business Awards 2011
Laithwaites were named Specialist Merchants of the Year - Eastern Europe - IWC Merchant Awards 2010
Laithwaites wines was named Best Online Wine Shop in the Independent feature about the 10 best online wine shops - June 2012
Ranked #3 in a report for Vinexpo 2011 in Bordeaux for its web services
Laithwaites was ranked first on the Independent list of The 10 Best online wine shops - June 2012
Laithwaites Wine is included in the short list for Independent Retailer of the Year and Drinks Company of the Year at the 2013 Drinks Business Awards.
Laithwaites Wine are a 2020 finalist of the UK Customer Satisfaction Awards 2020 for Quality Service Provider of the Year.
Laithwaites have been named Online Retailer of the Year 2021 at the 2021 International Wine Challenge Merchant Awards.

Company website

Giordano Wines

Giordano are Italian wine producer in Valle Talloria since 1900, offering a range of excellent Italian wines and foods. They mix tradition, innovation and modern techniques to continue to expand their range of products. Giordano Wines are packed and despatched directly from their distribution centre in Alba, northern Italy and delivered to UK mainland addresses.

Giordano Wines have won 3 Gold Medals and 3 Silver Medals at the Berliner Wein Trophy 2015.
Four Giordano wines won the prize “Premio Douja d’Or 2013” in the 41th National Competition of DOC and DOCG.
Giordan Wines won several prizes at the 2013 Decanter World Wine Awards (1 Silver, 3 Bronze and 3 Commended).
Two Giordano wines have won Silver medals in Vinalies 2015, the wine competition, organised by Unions des Oenologues de France.
Giordano wines were awarded a gold and a silver medal at Mundus Vini 2015, an international competition held in Germany.

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Roberson Wine

Roberson Wine, established over 20 years ago, has developed into one of the leading independent wine merchants in the UK, operating online and from their London shop. Their all-round service associates wine knowledge, quality, value and character.

Roberson Wine was named Independent Retailer of the Year in the Drinks Business Awards 2013.
Robinson Wine were declared London Merchant of the Year 2012 at the Decanter World Wine Awards 2012 (also winner in 2010).
Robinson Wine has won the IWC London Regional Merchant of the Year accolade in 2008 and 2009.
Highly commended for IWC Large Independent Merchant of the Year 2008/2009 and IWC Specialist Burgundy Merchant of the Year 2008/2009.
Roberson Wine was awarded Regional Merchant of the Year for London and Specialist Merchant of the Year for California at the International Wine Challenge 2013.
Roberson Wine has been named Independent Retailer of the Year at the 2014 Drinks Retailing Awards. Cliff Roberson also received the Lifetime Achievement Award.
Roberson Wine has been voted Best Top Merchant Online Retailer of The Year and Highly commended for Best Top Merchant Wholesaler in the Harpers Awards 2014.

Company website

Majestic Wine

The largest mixed case wine and Champagne merchant in the UK with a strong focus on quality wines, expert knowledgeable staff and a high level of customer service. Operates online and through a network of nearly 200 wine shops in most of the main cities in England, Wales and Scotland.

Wine Chain of The Year - Decanter World Wine Awards 2009 and Best Large Wine Merchant - Decanter Readers' Awards 2008, 2009 and 2010
Best national wine merchant - Readers' award - Decanter Worldwide Wine Awards 2011 - DWWA 2011
Multiple Wine Retailer of the Year - Drinks Retailing Awards 2012
Majestic Wine Warehouses (Wine Walks) has been shortlisted for the The Customer Service Initiative of the Year at the RetailWeek Awards 2012
Engaging the Consumer Award - Harpers Awards 2012 organised by the Harpers Wine & Spirit Trades Review in conjunction with the London International Wine Fair 2012
More awards can be found on Majestic Wines Customer Service Plus page >>
Majestic wine has won the The Serco Customer Service Initiative of the Year Award for Individual Store Social Media at the Oracle RetailWeek Awards 2013.
In 2013, High Street Chain of the Year and Wine Educator of the Year were awarded to Majestic Wine at the International Wine Challenge 2013.
Majestic wine has won the Decanter Reader Award for Best National Merchant 2013.
Majestic was named House Wine Merchant of the Year at the Sommelier Wine Awards 2014.

Company website

Morrisons Cellar

Morrisons Wine Cellar is the dedicated wine merchant arm of Morrisons. Their customer proposition is based on the fact that all customers may have different taste preferences and Morrisons Cellar staff should therefore assist them in finding a wine which fits with their taste. Wines are available through over 400 stores or online and the service includes free delivery as standard.

Morrisons has been recognised in the 2013 Decanter Retailer of the Year Awards with a special award for Innovation.
Morrisons Cellar won the Best Customer Experience award in the PayPal Etail Awards 2013.
Morrisons Cellar offers a selection of over 100 award-winning wines. To see their selection, click here >>

Company website

Waitrose Wine

Online wine shop of Waitrose, offering 1200 wines, champagne, whisky and gifts. Free UK Standard delivery within 5 working days.

Drinks Buying Team of the Year, Multiple Beer Retailer of the Year and Champagne Retailer of the Year - Drinks Retailing Awards 2012
European Wine Buyer of the Year - The International Wine and Spirit Competition (IWSC) 2009 and Champagne & Sparkling Specialist of the Year - International Wine Challenge 2010
Specialist Merchant of the Year for England - International Wine Challenge Awards 2009
Waitrose - Grand Prix Winner - The Marketing Society Awards for Excellence 2010
European Wine and Spirit Retailer of the Year 2011 - International Wine and Spirit Competition (IWSC)
Multiple Wine Retailer of the Year at the Drinks Retailing Awards 2010
Waitrose have been included in The Which? Awards short list for Best Customer Care 2013.
Waitrose branches in Guernsey have been presented with the overall award for Best Customer Service at the Livingroom Customer Service Awards 2013 and Waitrose also received the Customer Service Commitment Award for the second year running.
Waitrose has won Wine Retailer and Spirits Retailer of the Year at the 2014 Drinks Retailing Awards.
Waitrose has been included in the top 5 Best brands for customer service in 2019 according to a poll organised by Which? surveying nearly 4000 people about the customer service they received from UK retailers.

Company website

Jascots Wine Merchants

Leading London Wine Merchants offering a wide selection of award-winning wines, Fine Wines and Wine Gifts as well as a range of services such as En Primeur buying, corporate wine events and wine tastings

Customer Care Award Winners 2010 - Park Royal Business Awards
Short listed for The Drinks Business Green Awards 2012 (Environmental award)
Visit the Jascots customer service page >>
Jascots Wine Merchants have won the On-trade supplier of the year in The Drinks Business Awards 2013.
Jascots have been shortlisted for the 'National Wine Merchant of the Year' in the Decanter Wine Merchant of the Year Awards 2013.

Company website

Naked Wines

Naked Wines is a group of 20,000 normal wine drinkers who sponsor 25 winemakers to make delicious wines. Customers get wine at an affordable price whilst wine producers can focus on making the wine

Innovator of the Year - The International Wine Challenge 2010 and 2011 - Merchants awards
Winner - Innovation of the Year award and Online / Direct Mail Retailer of the Year award - Drinks Retailing Awards 2011
shortlisted for Wine Club of the Year -IWC Merchant Awards 2011
More Naked wines awards can be seen on their customer service plus page >>
Nake Wines have been named the Best Standalone Online Drinks Retailer in the Harpers Awards 2014.

Company website

Adnams Cellar & Kitchen

Well known for its beer, Adnams also offers a range of nearly 500 wines, many of which are exclusive. Operates a wine shop online and through a network of shops in Norfolk, Suffolk, Lincolnshire, Essex and Surrey.

Winner - Independent Wine Merchant of the Year (over 12 staff) - Decanter World Wine Awards 2008.
Finalist Innovation of the Year and Best Customer Magazine / Website of the Year - Off-Licence News Drinks Retailing Awards 2008.
Winner of the Environment & Sustainability category at EDP Business Awards 2010 organised by the Eastern Daily Press.
Award for Corporate Social Responsibility - The Publican Awards 2011 Winners.
Listed in The Independent 10 Best online wine shops - June 2012.

Company website

Barrels & Bottles

Wine merchants offering through their online wine shop: wines, champagne, personalised labels, accessories and wine gifts such as fine wine, cigars, chocolates and decanters

Drink Retail Awards - Innovation Winner 2008 & 2009
Finalists - Environment category for their Bottle Scrappage scheme - Derbyshire Times Business Awards 2009

Company website

Berry Bros. & Rudd

Berry Bros. & Rudd is Britain's oldest wine and spirit merchant, with its first shop opened over 300 years ago. In 1994 it launched one of the first online wine shopping websites, bbr.com, which is now regarded as one of Britain's best

Winner - Online/Direct Mail Retailer of the Year Award - Off Licence News Awards 2010
Wine Merchant of the Year - Direct Wine Merchant of the Year - En Primeur Merchant of the Year and Rhone Specialist Wine Merchant of the Year - International Wine Challenge 2009
Online Merchant of the Year (2009), Best Online Retailer (2008), Innovation of the Year (2010) - Decanter World wine Awards
Bordeaux - Specialist Merchant of the Year Winners - International Wine Merchant Awards 2011
Shortlist - National Wine Merchant of the Year - Retailer Awards - Decanter Worldwide Awards 2011
Named Wine Educator of the Year IWC 2012
Specialist Merchant of the Year for Spain and for Rhone were awarded to Berry Bros. & Rudd at the IWC 2013.
Berry Bros. & Rudd received 3 awards at the 2014 International Wine Challenge: Specialist Merchant Of The Year En Primeur, Large Independent Of The Year and Wine Merchant of the Year.

Company website

Bordeaux Index

International and domestic fine wine merchants and trader specialising in selling, purchasing and investing in fine wine and champagne

Bordeaux Specialist Merchant of the Year 2008 and 2010 - International Wine Challenge Awards
Merchant of the Year Award "Innovator of the Year" - 2009 International Wine Challenge
Highly commended for: Regional Merchant of the Year, Wine Educator of the Year, En Primeur specialist and Bordeaux specialist - 2009 International Wine Challenge
Finalist for the 'International Business of the Year' award in the Fast Growth Business Awards 2010
Shortlisted for 'Wholesaler of the Year' - Drinks Retailing Awards 2010
Shortlisted for 'Bordeaux Specialist of the Year' - Decanter Retailer of the Year Awards 2010
Specialist Merchant of the Year Bordeaux 2012 - International Wine Challenge

Company website

Corks Out

Wine merchants Corks Out was established in 2003 by Ruth Yates offering superb wines and spirits, great service and a selection of award-winning wines. One area of expertise is menu matching. This was featured on C4 programme: Come Dine with me

Neighbourhood Off-Licence of the year - Drinks Retailing Awards 2010
Best Retail Business of the Year Award 2009 - Visit Chester & Cheshire awards and Retailer of the Year - Warrington Business Awards - July 2009
Independent Wine Retailer of the Year - Drinks Retailing Awards 2011
National Off Licence - Retail Industry Awards 2009
Large Independent Merchant of the Year - 2011 IWC Merchant Awards
Top Merchants Award for Best Retailer in the UK with three or more shops - 2001 - also runner up for Excellent Customer Care, Innovation and Employer of the year
Independent Spirit Retailer 2012, Drinks Retailing Awards
Named National Independent Retailer of the Year at the Drinks Business Awards ceremony at the London Wine Fair - May 2010
Winner - Excellence in Customer Service Award - Chester Retail Awards 2012
Corks Out has won the Best Top Merchant of The Year (three stores and over) in the Harpers Awards 2014.

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Good customer service in wine merchants

What are the key attributes of good customer service for a wine merchant. Here are a few of our suggestions but please do not hesitate to contact us to suggest others

Full and high quality wine tasting notes allowing customers to get a good feel for a wine and discover new cepages and new wine growing regions
Wine tasting evenings which are great opportunities to socialise while tasting new wines
Good quality cellars for long term wine keeping and efficient customer service for delivery from the cellar
Wine broking facilities for medium and high quality vintages
Wine saving plans offered by the merchant to allow customers to build a cellar over time
For additional suggestion about what makes good customer service in a wine merchant, please use #goodcustomerservice on social media networks

Wine merchants and customer service

We have brought together a list of additional sources of information which may be useful in determining how good the level of service provided by a wine merchant may be.