Vinesse

We received no notification from the member prior to March 23rd which is when the member called to cancel their account after they received a second charge. We send cancellation confirmations after every cancel which includes a cancel ID number. If the member did not receive this cancellation...

confirmation that means their account was not cancelled. We have a credit policy per our website that states each credit will be issued less shipping and handling and less a 15% restocking fee. Please see the attached image of our credit policy.

The member was charged $117.49, we issued her a refund of $117.49. Member returned the shipment at her expense which allowed her to be eligible for a full refund. If the member returned the shipment at our expense,...

the member would only be eligible for a refund less shipping and handling. This is strictly our return policy. Please see the attached documents of the member's transaction page and our return policy.

Charged $77.87 for shipping/handling back and a restocking fee due to the incompetence of their delivery company and poor delivery tracking on the Vinesse website. This company needs to take a long hard look at their business practices and how they treat customers. First excuse was the delivery vehicle broke down. Couldn't get accurate tracking for the 2nd attempt. Then the notes say "security gate" for the 2nd attempt. For the 3rd attempt, I was out of town. Notes again say "security gate." Never took receipt or signed for the goods, delivery company could not make the delivery, and poor tracking on the Vinesse website...and I am being charged almost $80. Nice business model, Vinesse!

Vinesse wine club is a total ripoff. Wine sucks and is overpriced. You cannot cancel an order even if it hasn't shipped yet. It is easy to sign up and become a member but hell to terminate membership. Customer service might as well be a robot because they repeat the same stupid answers over and over. Nobody there can think, make decisions or escalate an issue. They thrive on suckers joining the membership and not paying attention to the cost or quality of wine. If companies were smart, they would make it as easy to terminate a membership as it is to join. Why? Because it reduces the risk in joining back up if the member starts to miss the product later on. But, if they are hell to cancel then you can guarantee that people won't come back. Not only that, if you make it hell to cancel then you leave a bad taste in customer's mouths and they will talk badly about your product until they feel vindicated.

Vinesse says they ship once per month; however, charges showed up on my credit card starting at a 3 week interval. I called and was told they were just processing the order and would stop it. I later received an email saying they were not stopping the shipment and I could refuse it for credit minus shipping and handling. They refused my request for full credit, despite my trying to cancel prior to the date it should have been processed. They would not address my question about why my request was unreasonable. They ship at their whim and expect you to pay.

Our member Changming received the credit for the $30 annual fee on 9/29. Please see attached documents.

I have attached a copy of our system notes that indicate you joined our Grab Bag club via a phone call on April 19, 2016 and delayed your shipment as well.  We show there was an email notification that your club was resuming on 8/9/2016, but as you state, you did...

not receive this email.We apologize that you did not receive the emails regarding your membership.  The email we have on file for you is [email protected].  You've listed your email on the Revdex.com website as [email protected].  If you can confirm a correct email address, I am happy to send an email confirmation that your membership has been cancelled, cancel ID #505458. 
I have also attached our credit and return policy, as well as a copy of our Grab Bag offer from our website, which shows the price of $79.99 for 6 bottles. 
We regret that you have experienced confusion regarding pricing, emails receipts and timing of your shipment.  If you wish to return the wine, we will offer a full refund and waive the restocking fee. You would only have to pay for the return shipping cost, since the shipment was accepted. Upon receipt of the wine, we will issue a full refund of $89.29.  Or you can keep the wine and will refund the $45 that you are requesting.

Complaint: 10555211
I am rejecting this response because:  WOW!  Vinesse even tried to cover up the FAQs that I saw since I first started this Revdex.com thread last month.  Unfortunately, you didn't catch all of the areas...see attached image SHOWING the "cancel membership" link.  The attempt to change what the FAQs said just to argue this complaint shows how corrupt Vinesse and their billing is.  I will argue even more vehemently for my full refund now, since you are trying to bait and switch.  There is also no mention of a restocking fee on your FAQs.
Regards,
[redacted]

Complaint: 11500794
I am rejecting this response because:
The 2nd order was placed for my mom (under a separate email address) who also lives in my household. I paid for the shipment because my mom does not like to make online payments. When I saw that my credit card was charged for over $114 and not the advertised $41.94, I immediately contacted the company. At this time, they informed me that the offer was limited to one per household. I asked  to cancel the shipment and was told the order had already been sent out. I was told I could refuse the shipment and receive a full refund - so that's what I did. When my account was credited less than the payment amount, I called and was told there was a shipping and re-stocking fee applied to the order. I told the person I was speaking with that the other customer service representative told me I would receive a full refund and she said "that's not our policy." I think this is a horrible business practice for 2 reasons: 1) If the offer was limited to one per household, I should have received a follow-up to either cancel the order or pay the different amount; and 2) I don't believe customer service representatives should be able to lie over the phone just because there is a policy on the website that will be referenced if a dispute is filed. 
Regards,
J[redacted]

Complaint: 10667737
I am rejecting this response because:I am rejecting this response because:The business is referring to an order last year. I  am disputing the charge for the online purchase I placed in error on May 27th 2015. The business verbally stated I would receive a full refund for $195.95 and never mentioned any fees/shipping charges. As I mentioned I signed up online on 27 May 2015 for an offer for $79.95 not for $195.95. After signing up for the offer I did not receive an email confirmation. But within hours I saw my account had been charged for $195.95 and not for $79.95. I called the business immediately on the 27th May and was informed my order transaction would be immediately cancelled and a credit for $195.95 would be processed as I did not qualify for the $79. However, two days later I still saw the charge on my account. I contacted Vinesse and spoke to a supervisor named Nicole who reassured me again I would be credited for $195.95. The bottom line is Vinesse was aware immediately of my online error in signing up for the $79.99 offer, but then charging me $195.95. I contacted the company within hours and can provide phone records and calls made to the company regarding this matter. The website mislead me by not prompting me that I did not qualify for this offer and instead led me to complete the offer for $79.95, took my money and failed to send me an email and then charged $195.95 to my credit card! Vinesse continued to deceive me and mislead me by telling me they understand and want to help me and will issue a full refund...that the company will ultimately do the right thing, and that is to issue a full refund. The company failed to notify me online at the time I applied for the offer and failed to send an email confirming the transaction.  I was not aware I did not qualify for the $79.95 until I saw the charge for $195.95 pending on my credit card within hours of the mislead transaction.  I contacted Vinesse on the 27th May, immediately after I saw the charge for $195.95. I have recorded phone conversations from the supervisors as well as other representatives stating repeatedly I would receive a full refund and no mention of any fees/shipping charges. I also have email activity from the company, which are not timely nor accurate. The company repeatedly stated it has problems sending emails to gmail accounts when I repeatedly asked why I didn't receive an email confirmation. The company is extremely deceitful, greedy, insensitive, and misleading. I am asking Vinesse to issue a full refund in the amount of $195.95 to my American Express account immediately.
Regards,
A[redacted]

Complaint: 10862104
I am rejecting this response because:
The bank will automatically remove the dispute when the amount is credited back, which is also what the business wants.  I do not understand their logic.
Since they are willing to pay back, they have in principle agreed that their charge is illegal and illegitimate.  So they have to do the right thing in this instance and credit back the amount immediately.
Regards,
[redacted]

We have issued a credit to match the price of $41.95, but this will not be honored for any future purchases this member makes. We cannot falsify notes in our system. The notes are unable to be altered after being added into an account and the notes on this members account show they activated the same club twice. The credit to the account will post in 7-10 business days. Thank you.
[redacted]
Customer Service Supervisor

This company is VERY deceptive with their marketing information. I ordered 6 bottles for 49.99 (as advertised). I got the 6 bottles but was charged $127.26 - no explanation - no help in getting it reduced. I was also signed up (without my knowledge) to an auto ship - they charged my card $257.00. I called and tried to tell them I never signed up - knowingly- for auto ship. They don't care, no one listened, even went so far as to imply I was lying.... I refused the shipment, but still had to pay shipping and "restocking" charges. Don't ever use this wine club, there are too many out there that are honest companies and provide excellent wines

These miles have been uploaded today and will post on Friday, the 23rd. Please see the attached documents.

Complaint: 10711970
I am rejecting this response because: Interesting that a company who claims to have a Satisfaction Guarantee states that a customer, "will not be eligible for a credit to their account for satisfaction reasons." Hmmmm... I do not want replacements (nor the shipping fees associated) for your product as I do not TRUST your product based on the fact that of the three wine varietals sent, all three were unpalatable. As for the "shipment being perishable after opened", I can only assume that you mean that since we opened the case of 12 bottles, yet only uncorked 3 of the 12 bottles, the entire order is now perishable?? I question your logic on that one. I will go ahead and take a "discount" of the order minus the "restocking fee" and shipping charges - this should work out to be approximately $135 reimbursement and I'll accept nothing less. I think this is MORE than fair as Vinesse will be getting approximately $85 from me and I'll have nothing to show for it except 9 unopened bottles of awful wine and major frustration. I'll just plan to dump these remaining 9 bottles that you deem to be "perishable". Beyond disappointed with this supposed "Revdex.com Accredited Business" and I'll be sharing with all social media outlets as well as with all of my friends. 
Regards,
S[redacted] The customer states she joined through our website where there is a detailed explanation of our satisfaction guarantee. The details explain that you will not be eligible for a credit to your account for satisfaction reasons, but we will send you replacements in your next shipment. If product being received for satisfaction is not sent in the next shipment, we will charge a shipping fee. Shipping fees for a 12 bottle case is $34.00. Also, on the website the customer says she joined through, is the information that an email to our support center can take up to 3 business days to receive a response. The member was contacted the same day of the initial email sent to our company. Vinesse cannot authorize pick up for shipments that have been opened, as product is perishable and cannot be returned after opened. We can authorize a discount of 40% to be issued to the customer to keep the shipment, since the shipment has been opened. The total price customer will have paid after the discount, if it is accepted would be, $112.98. Thank you.

If you access your online account you will be able to see your payment information is removed and all clubs deactivated. I had unsubscribed your name from our email list, but it was re-subscribed when I reviewed your account, I assume from clicking on an ad or responding to an email from us. This is not something we can remove entirely. We keep all member records available, for the member, and for us, to review if ever needed. If we deleted your online account, and you reactivated in the future, if ever, you would come up entirely as a "new member" which would work against us. I apologize if you are upset over this, but this is not something we can do. I'm sorry for the inconvenience, but I can assure you, everything in your account has been removed.

This company is far from ethical or legitimate. They sent me through an offer under the banner of American Wine Club, not under Vinesse. The wines arrived and were not at all what they advertised when they sent me the solicitation. They were new cheap local wines. I sent the customer care site 6 requests for them to revert to me and none were answered. I called their customer care line and waited for 30 minutes until they automatically hung up the call. they offer a guarantee of satisfaction however they make it impossible to effectively implement that guarantee as it involves paperwork and costs to the consumer.
This company should not be allowed to trade nor lie blatantly about the product or services they offer. This company needs to be investigated for fraud as they are fraudulent!

Dear Ms. T[redacted],
I've attached a copy of the notes from our system, showing your club join via phone on 8/26/16.  I apologize for the confusion that you did not understand you were joining a wine club membership.  These notes also indicate that you called us on 9/20/16 to...

cancel your membership, with a confirmation email sent on 9/20/16.  Your Cancel ID # is 510219 and you will no longer receive any shipments. These notes also show that we offered you a 50% discount to keep the shipment of wine, due to this misunderstanding, which you accepted.  This refund was also submitted on 9/20/16.  I've also attached a copy of your transactions, showing that we issued a credit for $61.74, which is half the price of the wine that you have accepted to keep.  If you wish to return the wine, we will issue the balance of the credit at an additional $61.75 for a total credit of $123.49. 
Thank you.

Review: I recently made changes to my account and joined additional wine clubs on August 14, 2013. I made sure to delay shipments until December so I could receive my wine for the holidays, I wasn't made aware that this would automatically create an order that would be charged to my account. I checked my bank balance and found unauthorized transactions for $139.99 and $79.99 plus the order I did authorize for $55.65, which had my checking account overdrawn. I contacted customer service August 16th and was told a request could be sent to stop these shipments and a credit would be issued, I made a follow up call on Monday August 19th and was told by a supervisor no credit could be issued, I would need to accept these shipments and receive half a credit, I explained the financial strain this was causing me and I got no help, I accepted the terms due to needing any kind of credit asap.On August 21st I did notice my request for credit had been processed, I contacted customer service that night and requested my account be closed, I was never advised by customer service these orders had been shipped. On Aug 23rd my account had been credited again for the original amounts plus one shipment arrived at my home, I tried to call customer service that night, the phones were down. Today August 26th, my account is overdrawn due to unauthorized shipments, customer service says they cannot credit my account until I send these shipments back, which I would be responsible for payment of shipping, they also advised me changes on accounts automatically get shipped, even though there is nothing stating this could happen anywhere on their site when you make account changes. I now have $105 in overdraft fees plus wine I do not want and can't figure out how I will ship back to them for a credit.Desired Settlement: I would like a refund for all 3 charges plus any overdraft fees charged to my account, I am also requesting vinesse send me return authorization or enough money to take care of return shipping.

Business

Response:

I will be contacting the member about these issues. But she enrolled in three clubs, therefore three shipments were sent out to her. I deeply apologize she didn't have the available funds, but we cannot issue a credit for her overdraft fees as we don't have authorization to do that. She has already spoken with a customer service rep, who explained she can REFUSE the shipments "in transit" and they will be re routed back to us, and she will receive a full refund. We cannot issue a credit until we see the shipments are being returned to us. I understand the member is upset, but she voluntarily placed three separate orders on our website, herself.

Consumer

Response:

Review: 9684043

I am rejecting this response because:

This company is VERY deceptive with their marketing information. I ordered 6 bottles for 49.99 (as advertised). I got the 6 bottles but was charged $127.26 - no explanation - no help in getting it reduced. I was also signed up (without my knowledge) to an auto ship - they charged my card $257.00. I called and tried to tell them I never signed up - knowingly- for auto ship. They don't care, no one listened, even went so far as to imply I was lying.... I refused the shipment, but still had to pay shipping and "restocking" charges. Don't ever use this wine club, there are too many out there that are honest companies and provide excellent wines