Vinesse

Review: Vinesse American Cellar became a partner with American Airlines in 2012, AA recommending Vinesse.com. We registered through the website to receive 6 bottles of wine 7 times a year. The website has a checkbox (that was checked) to receive an email 5 days before a new shipment of wine will be made. We received the first shipment. The wine was far misrepresented, low quality and far overpriced. Vinesse marketers called and sent several emails requesting feedback. We offered our opinion on the wine at that time. In August 2013 we relocated from TX to CA, at that time changing our profile on the website, both billing and shipment address being updated. Dealing with the relocation and the birth of a baby we overlooked two more charges on our credit card for Vinesse shipments, shipments never received by us, while they were sent to our previous address in TX. Those shipments were not received by anyone according with our Vinesse account (an adult is requested for receiving alcohol order). No receipts or invoices were ever sent by mail or email, nor any upfront announcement of a future shipment as the website promise. A third charge was made this month. On January 29, 2014 we called the customer service and inquired on these charges. The customer service representative was rude and aggressive, did not have any answer regarding why these shipments were made without preliminary announcements, what happened with these shipments (returned to Vinesse or accepted by someone with a signature). The phone call dropped several times exactly when we were trying to explain our position. While being on the phone with the customer service we checked the website that showed our previous address in TX, yet the customer service had the right address for billing in CA.we asked for a refund, while the merchandise was never received, and per their website policy under Return Policy it is stated "Vinesse cannot be responsible for items returned due to relocation or travel that we do not know about ahead of time. Wines returned as non-deliverable will result in the issuance of a credit voucher for the purchase price, less shipping & handling. Please allow 14 days for all credits." For three charges in a row this was not performed.Several hours after this conversation the same customer service representative, in an angry voice, left a voicemail stating that we never complaint before for not receiving the shipment and that they will not refund anything, while the order was made through the website.This practice it is highly unethical and also illegal, while none of the charges on the credit card were authorized. We would like to receive a full refund for the merchandize that was never received, also we would like to file a complaint with the higher management level for Vinesse company, yet there is no email available on their website.Desired Settlement: refund for three credit card charges that were not approved - $266.47

Business

Response:

The member was offered to have the three shipments that were sent to the wrong address resent at no cost. There is no notation of the address ever being changed in our system, and we are not accountable for shipments are returned to the correct address on file, when the member states they no longer live there. Unless the address is changed in our system, we have no way of knowing where to send the shipment too except to the address on file. I do understand why the member is frustrated, and I understand the member did pay for these shipments, which is why we are offering to resend new shipments at no cost, to her address. If member still isn't pleased with this option, we can offer a half credit for each of the three shipments.

Business

Response:

We have issued a full credit for all three of the returned shipments. I apologize. We didn't realize all three shipments were returned, we thought they were left at the old address. Please see attached image of the credits being requested. Please allow 5-10 business days to see the credit in the account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9905942, and find that this resolution is satisfactory to me, yet reserving the right to contact Revdex.com if the credit will not show on credit card statements 10 days after the issuance day (January 30th, 2014).

They ship in advance of when they say they will and then don't let you know until you get a Fedex. Therefore, you don't have a chance to refuse the shipment.

Then, if you refuse, you get hit with a $40 charge for NOTHING!

This club is totally different than others I have dealt with.

Never buy from them!

I will try to dispute through my credit card company.

Twice I called the information phone line. I was put on hold and then it clicked me off. I guess they do not need my business.

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.

Review: On April 23 I called Vinesse customer service to cancel my subscription due to low quality of wines in the initial, promotional order. The rep said the subscription was cancelled but provided no reference number and didn't offer that one was generated. Today, June 24, I received a wine shipment and before realizing it was signed for it. I contacted Vinesse to advise of their error and asked his to have the product picked up from my home shipped back, all prepaid, and receive a full refund. I lack the mobility to travel out of the house. The response from Melissa, customer service rep, as that they have no record of my call in April to cancel but they have no canceled the subscription. If I wish to return the product it will be at my expense. I should not be out of pocket any expense for this company's failure to preform a seemingly simple operational process - cancel my order. A search of the internet turns up similar experiences by other customers so apparently a regular practice of the organization.Desired Settlement: Prepaid home pick up and return of the product which remains in the original container, sealed as delivered, with a full refund of total amount billed for the shipment.

Business

Response:

I do apologize we never received notification of the cancellation. Our rep, Melissa Smith, was unsure if the member had actually called in because we do have members provide false information. We have issued a full refund for the shipment that was sent as this was a mistake on our end. Please allow 7-10 business days for the credit to post to the account.

I belong to 3 clubs currently, joined this one via an offer through United Airlines. I assumed United would only recommend reputable businesses, that apparently is not the case. Unlike any club I have been a part of, they charge you for your shipment with no notice that an order is pending. They also do that more then two weeks before they ship the order. It is impossible to cancel an order, even when it is still two weeks from being shipped. Instead you have to wait until it comes, fill out a credit form, return the wine and the form, with shipping, handling and a 15% restocking fee all at your expense.

The wines are not that great either. Stay clear. Still trying to cancel my account. Not possible on their website, even when logged in to my account.

Review: I received an order of wine I ordered from them last week. The wine taste like vinegar. I received 3 red and 3 white bottles. They taste the same and the only difference was the color I received 6 bottles and a wine opener for $40. After 30 days they were suppose to send another 6 bottles for $70. After tasting the wine I called them and they said she would send me another wine opened since my wine opener did not work correctly wither. I told her I do not need two openers that do not work, and I told them to cancel my order. I have not opened the other 4 bottles, and I would like to be refunded for those bottles of wine.Desired Settlement: I would like a refund for the 4 bottles of wine

Business

Response:

The customer, D[redacted], contact Vinesse Wine Club on 7/2/2015 in regards to a table top opener he received with his first shipment. During the conversation D** had mentioned that a the table top opener gift had pushed a cork into one bottle he had. The customer service agent D** had been speaking with offered to send a replacement for the opener **d the bottle of wine that the cork fell into. D** told the agent he did not replacements for either. D** has not contacted Vinesse since this phone conversation. Vinesse has a satisfaction guar**tee on all of our products. The satisfaction guar**tee provides replacements in your next shipment at no cost. If a bottle is damaged, we will send replacements at no cost immediately after being notified, unless the member refuses them. The customer, D[redacted], may receive replacements for **y wines he does not like, per our satisfaction policy. Th**k you.

I completed an order about a year ago, but was not informed of the additional charges per the "fine print" of an order processing a subscription. Upon review of my bank statement, I noticed pending charge yet upon my call to the customer service telephone number from my statement, the agent was poised, professional and kind. He educated me that my purchase was in fact a subscription yet still refunded my full debit and simply instructed me to refuse the shipment upon arrival. No issues....THEN I come across an advertisement via INBOXDOLLARS and decided to accept the offer for wine, considering the 6 bottles sent to me were great for personal use in addition to xmas gifts, but the second time around was not so grand, in fact, it was just aligned with the (negative) comments previously printed.

I believe if Vinesse would simply send out a reminder email, they may obtain a more positive gain, otherwise, they look sneaky and unprofessional.

Review: I accepted an offer from Vinesse to purchase 6 bottles of wine. The offer came via through a link through United Mileage Plus. The link took me to a Vinesse.com splash page (http://www2.vinesse.com/ualelem0215/). After the initial order I suspended all future shipments from the Vinesse wine club. However, I still received a 2nd which I paid for and then checked my account to make sure I suspended my orders through June. However, somehow I was shipped 2 additional orders in April and May. I contacted Vinesse to inquire about these orders and was informed by that I was signed up for additional wine clubs which I had no knowledge of - nor was this indicated during the sign-up process. Further, the sign-up site does not state that once the offer is accepted, and valid credit card number provided, that they will automatically send future monthly shipments. What the offer says is that with each new shipment, we will earn additional miles and that no commitment is necessary, but there is NO indications that the shipments are automatic, with new charges to the provided credit card. The company has a history of similar complaints through the Revdex.com and it is clear they have a firm record of questionable advertising. I am requesting a refund for these charges.Desired Settlement: I am requesting a refund for the charges placed on my account of $96.99 and $94.49.

Business

Response:

The customer joined the American Cellars Wine Club through the link provided, http://www2.vinesse.com/ualelem0215/?. The offer within this link does illustrate you will receive 6 bottles each month at just $12-$15 per bottle plus delivery. See attached documents. The two shipments in April and May are from the member submitting an order form through the mail to join a second club called the Elevant Society. The customer has received all shipments and has an active account with our company. The member did not request a delay on the Elevant Society membership until after both shipments had processed. Thank you.

Business

Response:

The

customer joined the American Cellars Wine Club through the link

provided, http://www2.vinesse.com/ualelem0215/? on 3/5/2015. The offer within this

link does illustrate you will receive 6 bottles each month at just

$12-$15 per bottle plus delivery. See attached documents. The customer delayed shipments for only the American Cellars Wine Club, as this was the only active club at the time, on 3/11/2015 until April 2015. When April came about, the customer was still only active in the American Cellars Wine Club and requested a delay for this club on 4/15/2015 until June 2015. On 4/20/2015 the customer mailed in the Elevant Society Club order form with no instructions to hold shipments at any point. The Elevant Society order form clearly states that you must contact the Elevant Society to cancel any shipments. The first Elevant Society shipment processed on 4/20/2015 and was delivered and signed for by the customer. We received no contact from the customer in regards to this shipment. The next shipment processed 5/21/2015 and was delivered and signed for by the customer. The

customer then contacted our company through his member service center online on 5/30/2015 to delay shipments in the Elevant Society. No credit is owed, as all shipments remain in the customers possession.

vinesse.com

Sorry, I feel your company is a bait and switch deal. You offered me to join with a mileage offer from Delta and then you advised that I would NOT RECEIVE ANY MILES UNLESS I KEEP BUYING MORE WINE. We do enjoy wine but I find your tactics underhanded. As the publisher of Resort and Travel Magazine I will no longer deal with your company.

Roy W.

Based on the tactics used, (ZERO information was posted on the offer I selected about me being a repeat customer and therefore would be not valid, and I can prove it) by beinch charged TRIPLE what the offer I selected, I therefore can clearly characterize these guys as CROOKS! They also use aggressive shipping agents who slam on door for minutes and pound doorbell repeatedly to get you to accept shipment by opening the door...and will do it with no signature!

READ THE FINE PRINT. they can get out of giving you your miles on ANYTHING. I did receive wine, so if that's what you're after, it's mediocre. BUT IF YOU'RE USING TO GET MILES, DON;T.

Review: I made a one time purchase with a personal check. I did not authorize future withdrawal from my account but the merchant have withdrew twice from my account. I complained after the first withdrawal in September and the 800 number I called informed me that they only take shipment orders and not complaints. I requested to be transferred to their complaint department and was sent to a voicemail. I left a voice message at the number but never received a response. I received another shipment last week without an option to decline the receipt and my account was debited again without my consent. I have contacted by bank for full credit.Desired Settlement: I would like Vinesse to stay away from my bank account.

Business

Response:

The customer, K[redacted], activated the 5 Seasons Wine Club by mailing an order form back to Vinesse. K[redacted] has not contacted Vinesse to cancel the membership until now. The account has been cancelled and no further contact will be made with the customer, as they requested. Thank you.

Review: I received a promotional email from American stating "5,000 miles & wine for $6.99 a bottle". I opened the email to look through the details just to make sure I would be able to complete the requirements. As it turned out the requirements were pretty simple so I went ahead to enroll in the program. The requirements were as follows : Earn 2,000 Miles with your first shipment, 3,000 Miles with your second shipment, plus earn 5 Miles per dollar spent with every shipment thereafter."On July 10TH I was charged $41.95 for my first shipment and on Aug 10th I was charged $127.26 for my second shipment. I canceled my account sometime after since I was not able to keep up with drinking all these wines. The promotional email also had a satisfaction guarantee which stated, " Our policy is simple. If you don't enjoy a wine you receive from us for any reason, call us within 45 days and we'll replace it. You can cancel with no hassles at any time."Up to this date I have only received 2000 miles even if completed the requirements in full. I called Vinesse and the rep emailed me a form to fill out to request my missing miles. Filled the form out and got a response stating "I have reviewed your account and would like to apologize for any misunderstanding with our policies pertaining to the promotional miles we offer. In order to attain said miles, we require members to remain active with us for 21 days preceding the deposit date of each shipment. I see that your shipment processed on August 14th and the cancellation occurred on August 28th. We do provide this information within the terms and conditions on each of our promotional pages."Do you really think if this information was clearly visible on the email I would not have waited 6 days to cancel my account? I was suspicious of that promotion in the first place that's why I kept a copy of the promotional email. I'll be happy to email or fax it to you,Desired Settlement: I would like to receive the remaining 3000 points that I'm entitled to.

Business

Response:

The customer, J[redacted], joined the Vinesse Wine Club through an American Airlines promotion on 7/9/2015. When activating the account the customer is agreeing to the terms and conditions, one of which being that the member must remain active for 21 days after the deposit date of the shipment in order to be eligible for bonus miles. Although the customer cancelled their account on 8/28/2015 and the second shipment had processed on 8/10/2015, we have honored the 3000 miles to his account because the shipment remains in his possession. Please see attached documents that the miles have been credited to the account.

Review: Company advertised wine for $10 a bottle when I rec'd I was surprised to see the price almost doubled . Found the shipping charges in the bill of laden and cancelled future shipments-they sent 2 more and I refused- They will only credit the cost of the wine and not the shipping charges. They have refused to send me my request to show where they advised me of the shipping charges. I also asked for a email they say I sent ordering more( I do not remember this?)I have called to complain and they recognized that I cancelled but still will not return shipping fees for the product I did not order!Desired Settlement: Credit to my account

Business

Response:

Our member is a US Airways member who joined through a US Airways offer. In the notes on this member's account you can see he joined through a specific landing page. On that landing page, you don't need to click any special links or other pages it states it clearly is a club membership which ships every other month, $15-$20 per bottle, plus shipping charges, and six bottles of wine. Please see the attached images.

Review: I received a Vinesse email from American Airlines AAdvantage program saying I would receive 6 bottles of wines for a total (including shipping) of $41.95, with no mention of club membership fee anywhere. I later changed my mind and emailed to cancel the shipment within a week, but I found out I was charged an annual fee of $30. I contacted the merchants twice (once each week) through email to request a refund of the $30 annual fee, since I did not authorized the merchant the charge me this fee and I did not receive ANY wine or service from this merchant at all, but I received no reply from the merchant.Desired Settlement: refund of the un-intended wine club membership annual fee of $30.

Business

Response:

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

Review: A shipment of wine was delivered to the wrong address and the signature documented on the tracking number is one I don't recognize with a name that is not mine. I asked Vinesse for the shipment to be re-sent to me, and was told I would need to pay an additional $25 shipping fee. Because I already paid in full the first time despite not receiving my shipment, I didn't think this was fair and asked for a full refund instead. My request for a refund was denied because they said the shipment was delivered (even though it was not delivered to me!). The shipment was delivered to the wrong address since I am the only person residing in my apartment and was neither there to receive or sign for the shipment. I have no idea which address they delivered to.Desired Settlement: I would like a full refund of the $126.98 I paid for the wine I did not receive and the shipping that was not done correctly. I do not want to pay an additional $25 for a replacement and risk having the shipment wrongfully delivered again.

Review: I ordered a Chardonnay Wine Club Membership for a year as a gift for my in-laws and paid plenty of money for it. Vinesse sent blends and sub-par Chardonnays and they dropped all 12 bottles off at once instead of deliveries throughout the year (only 3 varietals, 4 of each - which was also unexpected). The Satisfaction Guarantee is ALL over their website so I called and was immediately rebuffed by the "service" representative. I cancelled my membership as I learned I would be charged the exorbitant amount I already paid again in a month (unexpected by me)! I emailed customer service after learning that my in-laws hadn't even touched any of the wine. They tried all three varietals and didn't care for any of them. There were two full bottles sitting in their fridge for days (red alert!). I emailed asking to send new bottles and I'd place the case of wine (9 unopened bottles and 2 corked-but-not finished bottles) on the porch so they could pick up when they dropped the replacement. They said it had to be on MY dime ($40 shipping) because I was no longer a member and they could only replace the unopened bottles. Service Guarantee, huh? I've emailed to escalate this issues two different times within one week to escalate my complaint and NOT ONE SINGLE PERSON HAS ATTEMPTED TO CONTACT ME (though I'm getting all the Vinesse spam just fine). This is unacceptable - especially considering their guarantee.Desired Settlement: At this time, I would like a refund credited to my card as I don't trust this brand and certainly have not been impressed with their product. I will be happy to put their case of wine on my porch for pick up at any time. It's just sitting here collecting dust.

Business

Response:

The customer, S[redacted], received an email to join the Chardonnay Wine Club through Vinesse Wine Clubs. The Chardonnay Wine Club allows members to choose how many bottles they want to receive a certain number of times per year. Shanna replied to this offer, agreeing she would like 12 bottles sent the specified times per year on 6/19/2015. The first shipment of 12 bottles processed on 6/19/2015 and delivered to the address she provided on 6/22/2015. On 6/24/2015 Shanna called Vinesse to cancel the club stating she was not aware how the club worked. Shanna then emailed our company on July 6th stating the recipient was not satisfied with the wines. Our satisfaction guarantee offers replacements in your next shipment, otherwise you will incur shipping costs. Each email from Shanna has been responded to explaining the shipping costs for replacements not included in her next shipment. Shanna has yet to respond to our latest email on 7/13/2015. Thank you.

Consumer

Response:

Review: 10711970

I am rejecting this response because: Firstly, I did not receive an email inviting me to the wine club. I searched for a wine club and was impressed with "Satisfaction Guarantee" offered all over the Vinesse website. I ultimately chose Vinesse because of the fact that they had a Chardonnay Wine Club AND that I was guaranteed satisfaction with their product. On my original complaint email sent to Revdex.com, I included the email chain with Vinesse. You can see that I was NOT responded to in a timely manner and they did NOT offer to replace my bottles. They stated that since I had cancelled my membership (because it wasn't made clear to me that I would be charged $200+ for each shipment and that my in-laws would receive all 12 bottles in one shipment - the site is very misleading on this point), I would have to pay over $40 for shipping. This was an unacceptable response from a company who has "Satisfaction Guaranteed" all over their site and, frankly, one that has been endorsed by the Revdex.com. I am very unhappy with this entire experience. The wine was sub-par and the service is rude and in no way serving the satisfaction of the customer. I have offered several times (as you can see by my emails) to put the unopened bottles back in the case and leave on the porch for pick up and get a reimbursement to no avail. At this point, I will not accept replacements as I do not trust the product. I will only accept reimbursement for the 9 unopened bottles and I guess I'll just pour out the 2 opened and then re-corked bottles that are still sitting in my in-laws' fridge (and, for the record, wine does not sit around in their house EVER - if that gives you any indication how awful the Vinesse wine actually is).

Regards,

S[redacted]

Cancelling a shipment is almost impossible. They will not take no for an answer. Even after cancelling an order it is still shipped. You must ask for a credit and the shipping charge is still taken. I wish I had looked more closely at this Co. before I ordered. They should not be allowed to be in business STAY AWAY from them.

Review: We ordered wine from a flier that came in the mail. We did not know a "membership" was involved. With the 1st case of wine we received was a paper ask us to call if we wanted to cancel. We called on the 19th of October, to cancel. That very 2nd day we received another case of wine on 10-21-2015. I called the company we were told that they would send papers to get a refund. As of today, 11-4-2015 we have not received any correspondence. They also took money out of our checking account without our permission.Desired Settlement: Send a refund.

Cancel our co called membership.

Business

Response:

The member, E[redacted], activated the American Cellars Wine Club through a mailing offer on September 15, 2015. The member was unaware of the upcoming shipments, so full credit has been issued to their account in the amount of $117.49. Thank you.