Wolt’s alcohol ban fails to stop customer ordering vodka

A woman who asked Wolt to block her from buying alcohol has still been able to order vodka through the delivery service, DR reports. The company says it is investigating why the restriction failed.

Anna, who has alcohol dependence, and her partner Jens live in an apartment in Fredericia. The names are pseudonyms. Jens says she ordered vodka through Wolt twice in the past week, despite being added to the company’s alcohol exclusion scheme.

Wolt told DR two weeks ago that it had a system to prevent users from buying alcohol. Two support employees Anna had previously contacted were not aware of it. The company confirmed in early October that she had been excluded, but orders still went through at some stores.

DR has seen emails confirming Anna’s enrolment in the scheme, as well as documentation that her vodka orders were accepted and delivered. Jens says the situation is deeply frustrating and leaves him worried that alcohol could be delivered while he is away. At one store, Anna receives a message saying she cannot buy alcohol, he said.

Anna declined an interview because she has been affected psychologically by the recent relapses. She has previously told DR that ordering alcohol for delivery made it easy to drink without embarrassment, and that she wants to stop. Jens has bought alcohol-free wine for her in an effort to ease her cravings.

Wolt apologised to Anna, saying it understood how frustrating the situation was and regretted that the alcohol restriction had not worked as intended. The company said it was investigating the failure “with the highest priority” and working to ensure the restriction functions properly. It did not explain in detail how the exclusion system works.

Jens says Wolt should make the exclusion option more visible and ensure it works. He argues that delivery companies have a responsibility when they bring alcohol directly to customers’ doors, and says legislation may be needed if people cannot be reliably blocked from buying it.

Michael Jensen, head of knowledge at Alcohol & Society, an organisation that works to build support for a sustainable alcohol culture, said accessibility has a major impact on alcohol dependence. Home delivery, he said, represents “the ultimate accessibility”.

People experiencing problems with alcohol, or concerned about someone close to them, can contact the Alcohol Line on 80 200 500 or use its chat service.