Complaints

At Citywide Drinks, our goal is to deliver premium products and a seamless service experience. We recognise, however, that things don’t always go according to plan. We treat every piece of feedback with the highest priority and are dedicated to resolving any issues you encounter quickly and fairly.

To help us settle your concern as efficiently as possible, please follow our resolution guide:

Step 1: Get in Touch

To start the process, please send an email to info@citywidedrinks.com. To help us investigate quickly, please include your full name, order number, and a clear description of the problem.

Step 2: Our First Response

Once your email reaches us, our support team will log your case and send an acknowledgement. Our standard is to get back to you within 24–48 hours of receiving your message.

Step 3: Assessing the Issue

We will conduct a thorough review of your case. This often involves checking our delivery logs, speaking with our warehouse team, or reviewing product details. If we need more context to help us understand what happened, we may reach out to you for more information.

Step 4: Proposing a Fix

After we’ve gathered the facts, we will suggest a way to make it right. Depending on the situation, this might involve a product replacement, a full or partial refund, or a credit to your account. We aim for a solution that leaves you feeling valued.

Step 5: Final Outcome

We will follow up with a formal written summary of the resolution and the steps we’ve taken. If you feel the proposed outcome isn’t quite right, please let us know so we can discuss further possibilities.

Step 6: Senior Review

If the matter remains unresolved to your satisfaction, you have the right to ask for an escalation. At this stage, a senior manager will take over the file to perform a final review and provide an updated conclusion.

At Citywide Drinks, your trust is the foundation of our business. We appreciate your feedback as it helps us refine our processes and serve you better in the future.