Vinesse

Review: Vinesse Wines/American Wine Cellars: deceptive advertising practices, deceitful credit card fraud etc. I ordered wine from VW & unwittingly ordered again (fool me twice) with a sister company AMC. The fine print (NOT clear) says only one per household which they don't tell you until after you complain. Why the repeat email offers then? One could easily remove a person's name from an email list once having taken advantage of the initial order but that would be too simple. Better to confuse & convolute the consumer by sending under different co. names so that us poor is will accept the offer. Then without prior knowledge or consent they charge you three times the $ amount of the offer you received & are expecting only to find that they cross reference your address, your phone number etc to bill you full value and NOT honor the miles! You don't get your points, you get no offer & before you realize it's the same company reeling you in they perfectly time the charge so you aren't aware of it & after you've accepted wine. I received shipment for wine I thought I was paying $41 that will cost me $127. Forget returning it that's where the "restock" fee con comes in. Nice one. So you email through the "Contact Us" to close your account, pleading to stop all delivery of future wine, stop sending me offers if you're not going to honor them. You think your finally safe. Order cancelled account cancelled. But on your next billing statement yet another charge & another wine shipment "in transit". A few more phone calls to supervisors who then tell you "we don't accept account cancellations via email." Well that's funny -the email rep who cancelled mine didn't mention that. Then there's the "I will stop the order in transit" trick. Then the so-called "lost email" where they claim they notified you that they couldn't stop it in the end. Only to find out your 82 yr old Dad signed for it not knowing what it was. All in all 12 bottles of mediocre wine = $250. Bogus and shameful company with a bad attitude.Desired Settlement: Would like a refund of the restock fee I was charged from the initial order. Thereafter - a promise that I will be removed from all lists and all relationship with this company will be severed. Lose my number Vinesse. Don't contact me ever again under any guise.

Business

Response:

The customer, L[redacted], became a Vinesse Wine Club member on January 28, 2014. L[redacted] activated the American Cellars Wine Club membership through the US Airways offer to receive miles for shipments, http://www2.vinesse.com/usairem0114/?. After one day of being enrolled in the wine club, L[redacted] called and cancelled the membership. Although we have a policy that all members must remain active 21 days after a shipments deposit date to receive the promotional miles, we went against our policy and awarded the promotional miles to L[redacted] as a courtesy. On March 18, 2015, L[redacted] activated a second account using a different shipping name, but the billing name is L[redacted]. The account was activated through another US Airways offer to receive promotional miles for shipments, http://www2.vinesse.com/usairways2015/?. In the terms and conditions on all of our offers, we state that offers are eligible for new customers only. Since L[redacted] was a returning customer, the promotional miles were not awarded, but the promotional price was. On May 4, 2015, L[redacted] called and cancelled the membership after refusing the second shipment that was processed on April 24, 2015, prior to her request to cancel. The shipment was returned to our warehouse, and per our return policy listed on Vinesse.com, we issued a credit for the return, in the full amount less shipping and handling and less a 15% restocking fee. The return policy is listed for all customers to view on the Vinesse website. On August 26, 2015, L[redacted] rejoined the same account with an American Airlines promotion to receive miles for shipments, on the website http://www2.vinesse.com/aaem0815/?. Since L[redacted] has already taken advantage of two other offers with our company, she did not receive the miles or the promotional pricing. On September 24, 2015, almost a month after the shipment processed on August 26, 2015, L[redacted] called and cancelled the membership. On September 25, 2015, the recipient with the last name Pieroni signed for the shipment and it remains in the possession of the recipient who L[redacted] put on the account. L[redacted] is aware that no credit is owed for the delivered shipments, unless she returns them, and she was made aware of the return policy. Please see all attachments. Thank you.

Review: I purchased a special wine offer for $79.99 online. I did not receive an email confirmation and within hours I noticed a charge of $195.99 on my credit card. I called Vinesse immediately and was informed I did not qualify for the special offer, at which point I asked to cancel the order and not charge my account. They assured me this would be done, but two days later I still saw the charge on my account. I called again and this time was told it was too late to cancel and my order was already shipped out and to call UPS to stop delivery. I called UPS and they told me to call Vinesse as they cannot stop this shipment in route! I called Vinesse and was informed it was no issue, that my full refund would be processed as long as I refuse delivery and it was returned to Vinesse. As soon as UPS arrived, I immediately declined to accept the shipment and the driver sent it back to Vinesse. I called and verified the shipment was on it's way back to Vinesse. I was again reassured that upon receiving the returned shipment Vinesse would issue me a full refund, and to allow about 12 business days to complete. I waited and still saw no credit to my account. I called after 10 days and was now told I'd only receive a partial refund and not a full refund! I explained everything and was told they'd fill out an inquiry form with their credit department and someone would contact me! I have talked to numerous representatives at Vinesse, including 2 supervisors, who all do not care and are unwilling to help. They made me wait unnecessarily, misinformed me from the very start, and they are very unprofessional! I have contacted American Express to dispute this misleading transaction with Vinesse. I am a single mother struggling to make ends meet and to Vinesse I nor any customer is truly valued nor respected. I have done all the right things from the very start and notified Vinesse of the situation. I am extremely upset and this ordeal is affecting my health. The company operates fraudulently and misleads customers.Desired Settlement: I want Vinesse to do the right thing, and that is to issue me a full refund in the amount of $195.99 back to my American Express credit card.

Business

Response:

The customer, A[redacted], joined the American Cellars Wine Club on 7/14/2014 through a promotion for Frontier Early Returns Mileage Program. On the offer, http://www2.vinesse.com/frones0214/?, located in the terms and conditions, our policy is clearly stated that all offers are limited one per household. Anita then tried to activated a Delta Skymiles promotion on 8/4/2014 through the provided link, http://www2.vinesse.com/deltaem0814/?. Since our offers are one per household, it would not apply miles from both offers. Anita called our company on 8/14/2014 stating she did not know it was the same company and demanded her miles on the Frontier account even though the Delta miles had already uploaded. At that time, we explained to Anita our one per household policy and that she would not receive any miles promotions in the future if she applied for them. Anita was upset and we went against our policy on 8/18/2014 and uploaded the Frontier miles on top of the Delta miles she received. She stated she understood this was a one time exception. On 5/27/2015 Anita enrolled in the American Cellars Wine Club again through a Delta Skymiles offer through the link, http://www2.vinesse.com/deltaem0515/?. The Delta Skymiles promotion for 2015, which is the most recent offer Anita took advantage of, clearly states that not only is the offer one per household, but it is for new customers only. When Anita decided to return the shipment, our company issued a credit less $34.00 shipping and handling and less a 15% restocking fee, per our return policy. Our policy is listed on our website under "Shipping and Support," at www.vinesse.com. Please see attached documents, thank you.

Consumer

Response:

Review: 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]

Review: I called into this company to suspend my account while my wife was pregnant very well before they shipped out the package. It is an automatic shipping company every quarter. Their wine is great & I enjoyed their service. However, I simply called in and asked to suspend my account, they kept shipping it. I refused the delivery, and I have also moved. They are trying to charge me fees for a product that I did not consume that I did not order.Desired Settlement: I want there to be zero charge for their 15% restocking fee & the shipping charge. I didn't get the wine & didn't want it. My wife is PREGNANT & can't drink. I canceled the service. This is theft. It is simply theft.

Business

Response:

The customer, Brian Arnold, was issued a credit for the return shipment per our policy listed on Vinesse.com. Brian did not cancel the account until August 24th and the shipment had processed on July 17th. Once the shipment was returned, a credit less $25.00 for shipping and handling fees and a 15% restocking fee was issued to the customer in the amount of $78.62. Our return policy on Vinesse.com explains the fess for all returns. On September 4th, the customer contacted Vinesse requesting the return fees be issued back to his account, because he was not aware of the charges. We have honored the customers request and a full credit was issued to the account. No further credit is owed on this transaction. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10797364, only after 7 emails and a Revdex.com complaint did they do the right thing. They took more of my time than the credit was worth, but on principle, I wasn't going to walk away.

Regards,

B[redacted]

My cr **SSN**

I purchased from this company. The first shipment was very good, the second one had two bottles of white Pinot G., which was close to the taste of vinegar. I asked for a replacement, now they will not replace until my next shipment. So, they get you with $19 per bottle price and when they include a bad product you have to continue to get the guarantee, which is not part of the agreement. I purchase for several companies, such as, Wall Street Wines. I have only had to ask for replacement on a few bottles over several years. The wines are over priced for the quality other than the first shipment. I recommend, you get your first shipment and cancel afterwards. They give excellent wine for first shipment and then 33% of next shipment is not quality and balance of shipment is only a $10 wine.

We have had a positive / excellent experience for the past two years!!!!!

Review: On May 1 I signed up for a new American Cellars wine club account through an Alaska Airlines promotion that was supposed to have cost $42 including shipping for 6 bottles of wine. I was also supposed to have received 2000 Alaska airline miles for my first shipment. I received the wine, but was charged $123 instead of $42 because the person who processed the order decided that I didn't qualify for the offer I signed up for. Instead of contacting me first, I was charged a price much higher than I thought I would be paying. When I called in to ask what happened, "K[redacted]" said the offer was only once per household, and back in 2012 my father (also timothy roberts) signed up for a wine account, and therefore voided my ability to sign up for an account in my name.I have a copy of the offer solicitation. Nowhere does it say "once per household per lifetime". It only says "one per cardholder". And even if the order processor decided to change the rules, he should have contacted me before charging my account $80 more than I agreed to pay.I tried to handle this on my own with a phone call to Vinesse last week. K[redacted] said she would email me a credit form to get the $80 back (she said it would come immediately) but the credit form never cameDesired Settlement: A refund of $81 (the difference between the $42 offer I qualified for and the $123 I was charged) to my original payment credit card, and 2,000 airline miles credited to my Alaska Airline account

Business

Response:

The customer joined our program in September 2012 using the promotion for United Airlines and cancelled one month later in October 2012. During the time of that enrollment the customer was denied miles due to a previous enrollment in August of 2011 for M[redacted]. M[redacted] has the exact same address as T[redacted], therefore disqualifying T[redacted] from receiving miles per the terms and conditions in all of our offers. I have attached a copy of the terms and conditions for reference to our one per household policy. In October 2013 a different account for T[redacted] was enrolled through a Delta Airlines offer at the same address and we went against our agreement with the airlines and issued the miles for this promotion for customer satisfaction. In October 2014 another account was activated under a C[redacted] for a Carlson Club promotion and again, the miles were honored against our policy and agreement with the Carlson Club. We cannot honor the miles or price for the new account that has been reactivated by T[redacted], as they have received our offer 3 separate times. Thank you.

Consumer

Response:

Review: 10641219

I am rejecting this response because:

Business does not understand the complaint.

Review: I received an email from Vinesse advertising a discounted product. I clicked the link to learn more, but instead of providing information, they said I purchased the product for $150.75! I was given no chance to learn about the product, nor to review or confirm my order. I was simply charged, pronto.Since then (last Sat), I've been trying to contact them to cancel the order. They don't answer the phone. They don't have an email address. And their online chat is always "offline".In the meantime, my bank is processing this charge!I want this bogus order cancelled, and I want a full, immediate refund.I'd also like to see them change this policy of automatically ordering for their customers. This is unethical, at the very least.Thank you!Desired Settlement: I want this bogus order cancelled, and I want a full, immediate refund.I'd also like to see them change this policy of automatically ordering for their customers. This is unethical, at the very least.

Business

Response:

Member voluntarily placed the order through the cyber circle offer. The shipment has already left our warehouse so it cannot be cancelled. But I have contacted UPS to reroute the shipment back to our warehouse. The shipment has been rerouted and I have issued a full credit to the member of $150.75. The member should please allow 5-10 business days to see the credit in her account. Please see attached documents.

Review: Unfortunately I have to echo the same complaint as others about Vinesse. The bait is offering 6 wines for $41.95, the switch is charging $114.99 several days later. Upon learning of the $114.99 charge, I immediately contacted my credit card company and disputed the charge. I also refused the wine shipment and never took possession of the merchandise.

This is my primary complaint: at no point in the ordering process does Vinesse inform the customer of the higher price being charged. As my 3 screenshots indicate, the $41.95 price is the only one shown, from offer acceptance through to order confirmation.

Vinesse Customer Service told me their policy is to limit promotional offers to one per household per 24 months. I counter that the previous offer (17 months prior) was sponsored by US Airways, and the new offer was sponsored by Frontier Airlines. Better yet, Vinesse can easily avoid future unhappy customers by notifying the customer of a higher price (+174%) during the order process, or in a second step before shipping their product.

I have also attempted to resolve this situation with Vinesse Customer Service. Although professional and courteous, the representative refused my refund request because "After reviewing your account we have noticed you've disputed the transaction you are requesting a credit for. Unfortunately our system does not allow us to issue a credit on a transaction that has been charged back."Desired Settlement: Refund of $38.49, which represents between difference between original charge of $114.99 and partial refund of $76.50

Business

Response:

The customer, D[redacted] has issued a dispute with his bank for the money in question. Vinesse is unable to issue a refund on transactions that have been disputed. If D[redacted] drops the dispute and faxes Vinesse proof that the dispute has been dropped, we will waive our credit policy for him this one time and issue the remaining amount of the credit, which is the shipping and restocking fee. D[redacted] may contact Vinesse to retrieve our fax number to fax proof that the dispute has been dropped. Thank you.

Business

Response:

We are unable to see the attached document. Please email Vinesse proof the dispute has been dropped to [email protected]. Once we receive this email, we will refund the customer's account. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11128939, and find that this resolution is satisfactory to me.

Thank you for your stated willingness to resolve this dispute and issue a credit.

Review: On November 27, 2015 our bank account was electronically charged for $ 127.26 by Vinesse, WITHOUT our prior consent or authorization. Is that legal?

We found out because this unauthorized charge resulted in an overdraft to our account.

We called Vinesse on November 30 and asked why our account had been charged.

We were told because they had sent us a wine shipment which we had never ordered.

We were told to reject the wine shipment and they will refund our money.

This shipment was rejected on December 1.

A refund for $86.93 has since been credited to our account .

Vienesse owes us a balance of $ 40.30.

We never authorized Vienesse to electronically charge our bank account, which is ilegal.

Our only previous contact with Vinesse was a one time order of wine which we paid by check. They took our bank info on that check to access our bank account directly. That is scary.!

That one time order was received on November 12 2015.

It included a custom letter stating no commitment, but they offered that another wine shipment will arrive in 12 weeks unless we contact them within 9 weeks. Two weeks later they sent us another wine shipment without our authorization way before their 9 weeks time frame.

Vinesse is telling us that when a wine delivery is refused (whether it has been ordered or not), they deduct the wine shipping and handling plus a " 15% restocking fee".

What a bunch of thieves. They are doing this all over the country....Desired Settlement: We request a refund of the missing $ 40.30, as explained above.

Vinesse should be investigated for their missleading and malicious business practices.

And specially it is scary that they electronically access our bank account without our authorization..

That is fraudelent.....

Business

Response:

The customer, M[redacted], activated the American Cellars Wine Club account through a mail offer with Vinesse. The mail offer stated that by signing the bottom of the order form you are authorizing automatic shipments each month for a cost of $90.00 plus shipping and tax. M[redacted] returned the order form signed to Vinesse with authorization for the ongoing shipments. The second shipment to the customer was returned and a credit less shipping and handling and less a 15% restocking fee was issued to M[redacted], per the Vinesse return policy. The return policy is listed online for all customers to view. Therefore, no further credit is owed to the customer. Please see attached documents. Thank you.

Review: We attempted to cancel our account and decline the automatic addition of holiday wine. The shipment had been prepared but not yet sent so we were told the shipment would be held. However, the shipment showed up on our doorstep shortly after. We did not sign for the wine, the package was simply left which is illegal in Texas. We have not opened the wine in hopes that it could be returned. We have called multiple times to complain and are always told a manager will return our call in 48 hours. However, it has been more than three weeks and multiple phone calls and still no one from our company has called us back. We have been told that is the only option available to us via the call center. After today's conversation with yet another promised phone call, we notified them that we would be filing a Revdex.com complaint as well as notifying the Texas Alcoholic Beverage Commission about the delivery issues. All we want is a manager to call us back to waive the return shipping and provide a refund.Desired Settlement: Either pay to ship the wine back to the company and provide a full refund or we will keep the wine for a 50% refund.

Business

Response:

The member, J[redacted] Lester, activated the American Cellars Wine Club in May 2015. The wine club ships every month with a special Holiday shipment at the end of the year. The Holiday shipment includes 6 extra bottles of wine at a discounted price, free gift bags, and tissue paper. All members receive a letter in the mail 30 days prior to the Holiday shipment processing notifying members that do not want to receive the bonus, to opt-out by either calling or going on line to our website and clicking the opt out link. J[redacted] did not contact Vinesse to opt-out of the Holiday shipment and the shipment was delivered to him. We understand J[redacted] called after the shipment processed to cancel and was told incorrect information that the shipment could be cancelled. By the time J[redacted] had called on November 11th, the shipment had already processed two days prior and was out for delivery. We have honored a full credit to J[redacted] in the amount of $224.91 because he was told incorrect information. Thank you.

Review: On 07/20/15, I cancelled a wine club membership with Vinesse wine club. On 8/6/2015, I received a notice from UPS indicating that they attempted delivery of a package and since they did not receive any answer that they would return the shipment. I learned that the shipment was from Vinesse and made contact with them. I explained that I had previously cancelled the membership and was not told that I would be billed for shipment in August. They indicated I could have a refund by completing a form which I did. After completing the form, I was told that I would only be refunded $78.62 of the $117.49 charge. I asked several times to get a full refund but was told that their policy was to still charge shipping and a 15% re-stocking fee.Desired Settlement: I would like to be refunded for the entire $117.49 charge.

Business

Response:

The customer, G[redacted], enrolled in the American Cellars Wine Club on May 10, 2015, through the web link http://www2.vinesse.com/ualelem0515/?. This link takes you to our United Airlines promotion, which offers you to earn miles while you receive wine shipments. G[redacted] did not contact Vinesse until July 20, 2015 to cancel his membership. That same day, a shipment processed on his account and was later returned to our warehouse. Our return policy for all shipments is credit less shipping and handling and less a 15% restocking fee. We understand G[redacted] called to cancel the same day and have now issued the shipping and handling and 15% restocking fee back to his account. Thank you.

Review: Having been enticed to purchase wines at fairly low price, I was entered into membership of the wine club without any confirmation on my part. The business has continued sending me wines and billing me without first informing me.Desired Settlement: I would like to cancel my membership to the wine club. I ask for no more deliveries, beginning in August

Business

Response:

The customer, M[redacted], contacted Vinesse Wine Clubs on 5/12/2015 to join the American Cellars Wine Club. The offer is explained to the customer when calling that they are authorizing automatic shipments each month and at any time they may call and cancel the club. Three shipments were delivered to the address M[redacted] provided and remain in his possession. M[redacted] contacted Vinesse on 7/20/2015 to stop all shipments, and this has been done. Thank you.

Consumer

Response:

Review: 10723592I am rejecting this response because:It's true I responded to Vinesse's flier but for only one shipment. There was no explanation of club membership and automatic shipments when I made the order. In any case, it is a sneaky way of doing business, and the records in the public domain speak for themselves.Regards,M[redacted]

Review: I signed up for a shipment of wine through a United email. The offer was:Save $131 on this exclusive introductory offer and enjoy six wines for only $6.99 per bottle.Savor exceptional wines with this exclusive offer from American Cellars Wine Club. Act today and you'll receive: 6,500 MileagePlus bonus award miles 6 delicious wines for only $6.99 per bottle plus 1 shipping 7 award miles per $1 spentYou're in complete control: All wines are guaranteed, and there's no obligation to purchase more.Instead of being billed $41, I was billed $114. I emailed them and they said I was a previous member so I'm not eligible for this offer. Never at anytime during the sign-up was this mentioned or that I would be billed $114. Also, in looking at my account, I received an offer through American Air and the company used a different name of American Wine Cellar. I never authorized a $141 charge. I authorized a $41 charge. I never received the miles. They have since sent me a second shipment without my knowledge. Their site clearly states that I would receive an email 7 days prior to any shipments and I did not receive one. So I have now been billed another $117. There site also clearly shows a "Cancel account" button on my their FAQ page. Since there was no button showing on my page, I assumed that my account was closed. Obviously, it was not. This company has some tricky business practices.Desired Settlement: I have now received 2 shipments of $114 and $117. If I had known that the first shipment was $114, I would not have signed up. But since there return fee is so high, I kept it. I will now also receive a 2nd shipment.I want an adjustment to $41 for one of these shipments and the 6500 miles I signed up for. Also, I want to see the ability to cancel online available. It is very shady to have to call a company and put on hold forever in order to cancel.

Business

Response:

The customer, Chad Baltz, joined Vinesse through an American Airlines promotion in December 2013. Chad received 3 shipments through this promotion and 5450 miles to his American Airlines account. The promotion was for 2000 miles for his first shipment, and 3000 miles for the second shipment. Every shipment following would be issued 5 miles per dollar spent. The terms and conditions on this offer state, that the offer is for new customers only and it is one per household. In May 2014, Chad contacted our company to cancel his membership. In May 2015, Chad re-activated his account with an United Airlines promotion. This promotion offers 2500 miles for your introduction shipment, and 4000 miles for your second shipment. This promotion also lists in the terms and conditions that the offer is for new customers only, and it is one per household. We can honor the price difference to the member, however, he agreed when rejoining that he would not receive the miles since he was a customer before. Thank you.

Consumer

Response:

The offer made by this company to refund me the difference in what I was expecting to pay is a fair offer. I will expect a refund of $75.54,

Regards,

I ordered the attractive sampling box of 12 bottles of wine for $69.00.

The wines were outstanding,I will admit. I paid for my order with a check.

When I discovered that any additional orders of wine would now be over

$150.00, I immediately cancelled any further shipments. Lo and behold,

Despite that, two additional shipments were made AND Vinesse took the

Monies right from my checking account without my knowledge or

Approval! Furthermore, I had immediately called UPS to return the shipments

As soon as they arrived. When I tried contacting Vinesse with the number

On the carton, I received the message," this mailbox is full."

I am outraged that this company was able to use my checking acct. information and gain access to my account without my approval! I am now trying to have my monies returned.

Review: I put wine club shipments on hold-yet I'm still getting them.I contacted both phone and email.I deny authorizing last shipment after telling agent I wanted further shipments on hold.Two recent shipment were returned to the warehouse-declined delivery via UPS.

I had to cancel my account completely Nov 19 after asking for shipments be put on hold was ignored after declining the 2nd shipment.

Chat agent quote"Unfortunately, we are unable to issue a full refund for this shipment for we did not recieve notification to cancel this order"Desired Settlement: complete refund of $207.49 for declined 3rd shipment

Business

Response:

The customer, R[redacted], joined the American Cellars Wine Club on 5/20/2015 and received the first shipment. The member has since refused every shipment sent to him but has continued to request remaining a member with the club. Each returned shipment has been credited back to the member including the full amount of the last shipment for $207.49. Thank you.

Consumer

Response:

Review: I noticed a $30 charge from Vinesse on my credit card on 12/11/2013. I called Vinesse on 12/13/2013 and learned the charge was for an annual fee. I asked to terminate my account and have the fee refunded and was told that my account could be cancelled by the fee could not be refunded; however, Vinesse would send me a $30 voucher for future purchases. I did not want a voucher for future purchases; however, Vinesse refused to refund the fee. Vinesse advertisement on on their websites states "100% guarantee" and "no obligation" and "it's free" whereas Vinesse customer service refused my refund me for a voucher which I have neither received nor do I want which obliges me to future purchase to recoup the value. The first line customer service agent was emphatic that no refund could be given; the second line supervisor promised a refund but had to send the information to "corporate" for processing in 3 days. Vinesse has deceptive advertising and customer service scripts which misinform customers on their rights.Desired Settlement: $30 refund plus $125 penalty, the approximately monthly charge for shipments, in cash or wine for the inconvenience of pursuing rightful remedy through customer service.

Business

Response:

Please see the attached document. We issued a credit this morning for the amount the member requested. Our credits process every Friday. Please allow 5-10 business days to see the credit in his bank account.

I waited all day for the shipment to arrive and it never came. I immediately cancelled my membership and was told I would automatically receive a credit when the shipment got back to them. This did NOT happen. I had to request the refund weeks after the shipment was sent back AND they had the nerve to deduct a restocking fee even though their own delivery company was at fault. Worst customer service ever!

Review: I was a member of Vinesse Wine/American Cellars Wine Club when they sent me my April shipment while I was out of town. Since this was wine and I was not available to take delivery after 3 attempts from UPS it was returned to sender. When I contacted Vinesse about my options I was told I could receive a credit or have it reshipped with my next order. I chose to have a credit issued as on there form it states (below is copy and pasted from there form)Credit and Replacement RequestPlease use this form to request credits or wine replacements. Please see below for instructions:Please include your order number or tracking number, along with your name, address, and member number to ensure fastest service.If you were unsatisfied with a wine selection, please tell us the wine, the nature of the problem, and whether you prefer a reshipment of the same wine due to spoilage in transit, shipment of an alternate wine, or a credit for your purchase. Unless otherwise requested, replacement shipments are shipped along with your next scheduled club shipment if applicable.Your purchase is eligible for a credit or exchange up to 45 days after the original shipment date.If a delivery has been refused or missed you will be eligible for a credit less shipping and handling.Upon receiving your request, you'll receive an email confirmation with an assigned case #.After your request is processed (usually within 10 business days), you'll receive an additionalemail notification.Please be sure to add "[email protected]" to your Email Safe Senders List, Address Book or Contact List. As you can see above it states if I choose a refund I will be credited less shipping and handling. When they refunded me they removed S&H as expected but they also took off a 15% stocking fee. No where on this form does it state there is a restocking fee. When I asked them to refund the 15% restocking fee they refused and failed to ever put me in contact with management as requested.Desired Settlement: I want the 15% restocking fee refunded. I agreed to being credited for my purchase less shipping and handling, not shipping and handling plus a 15% restocking fee. Also the first call that I made I was informed by the agent on the phone that this restocking fee was something that started in April. Had I been notified there was a 15% restocking fee I would not have asked for a credit, I would have had them resend the wine.

Business

Response:

The customer, J[redacted], did not notify the company that she would be out of town. Therefore, we were not informed the delivery would not take place. We understand she has accepted the $25.00 shipping and handling fee due to the miscommunication, but would like the restocking fee issued back to her. We are aware the letter the customer received did not state the 15% restocking fee and we will honor issuing the credit for the restocking fee. As of today, $15.33 has been issued to the customers account ending in ####. Please allow 7-10 business days for this credit to reflect on her account. Thank you.

Review: I signed up for this wine club in September and discontinued service in November. I received a shipment although I did not want it but kept it and contacted them about not wanting to receive anymore wine. I still received a shipment in December that I did not want and had to waste 40 dollars shipping back something that I never ordered and for a membership that was cancelled.I am still waiting for a refund of the money that was taken out of my account but have not received anything.Desired Settlement: I want the amount of 117.49 that was taken out of my account without permission and a refund of the shipping amount because I never wanted the shipment and have cancelled my account a month before this shipment was sent out.

Business

Response:

Member already received a refund for the requested transaction. Please see attached.

Business

Response:

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.

Consumer

Response:

Review: 10389405

I am rejecting this response because:

Review: I received an email advertising a special. After clicking the link my browser opened the email special and the opportunity to reserve the offer and learn more. I had not been logged into the website or my account. With just one click, I suddenly was thanked for my order that had been reserved for me! No log-in was required, no confirmation, not credit information, I had simply clicked ONE button. The next day I logged in to my account to find that the company had in fact charged my account, without my permission. I immediately called and the operator explained that all my account information associated with that email was automatically used and granted permission to charge my account. That means my kids could see the email, click a button and order 12 cases of wine without ANY VERIFICATION OR PERMISSIONS AT ALL! This is not safe and completely irresponsible. I'm awaiting the resolution of refund... which seemed to be such an inconvenience to them :( Terrible company!Desired Settlement: Still awaiting the resolution. Refund requested.

Business

Response:

The customer was never charged for the order. When the customer called on 6/102013 and spoke with an agent, he requested the order to be canceled. The order was canceled and no money was taken out of the account.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9578077, HOWEVER: My personal resolution does not reflect the very disappointing and deceptive way their email advertising is handled. It does NOT solve the issue referenced whereas: without log-in or any type of verification process, an order may be placed and credit cards charged. Links associated to accounts and embedded into email provide purchasing steps without proper regulatory steps and verification. This should be looked into more (See screen shot attached with original complaint).

Thank you for your assistance