Wooden Door Winery

I have reviewed the response made by the business in reference to complaint ID [redacted] , and I would like to add some information that the business failed to address in their letter The business did not respond to the online form that they initially told me to complete on 12/3/which recapped our phone conversation and contained all of my contact information In addition, I had called MULTIPLE times to inquire about the delay of the gift card, and every time I called their voice mailbox was full so I could not leave any messages Their website has no direct email address, so since the voicemail was full, the only other way I had to contact them was to complete the online form again I did not bother to do this since I wasn't sure it even worked the first time since I had no response.The issue is resolved in the fact that the owner said if my check appears, he will not cash it or issue a gift card Once I finally spoke to the owner, he was very nice on the phone I explained that I understand now that he did not receive my check (which I actually handed to a clerk in the post office), which is not his fault The problem lies in the lack of communication or the ability to communicate with his business He has to have a way for customers to contact him via the phone or email Regards, [redacted] ***

To Whom It May Concern: We received your letter today and are
we responding to the complaint filed on 12/15/ID # ***We appreciate that you take the time to hear both sides of the situationWe were contacted by this customer by phone December 3, and by email with her information requesting a gift card to be sent to her on the receipt of her check in the amount of $We never received the check and therefore did not send out the gift cardA phone number was on our caller ID on Monday, December 15, and was called back on December 15, However, the secretary at the number was not aware of who called our business from the numberThis was the customer’s only communication to our knowledge since her original request for the gift card on December 3, and we did attempt on occasions to call back her work number that very same dayThis was also the day she filed complaint with your agencyWhen we received a voicemail message on December 16, from this customer, we called her back that day and explained that we NEVER received nor cashed a check from her and did attempt to call the previous number back not knowing at the time it was her as we had not received a voicemail or emailTo this date, we have not received the checkShe filed this complaint before speaking to us and within days of her first communication (possible mailing days) requesting that a gift card be sent to her after we received a checkWe assumed when we did not receive a check that she was no longer interested in the gift card and/or she had not yet sent out the check during this busy holiday seasonWe have worked very hard to build our business and be very supportive to our customersIt is unfortunate that a problem with the mail and/an apparent miscommunication has made us have to defend our businessIn our conversation on the 16th, she acknowledged that the check was NOT cashed and stated she no longer wanted the cardIf and when we receive a check, we will send it back to her immediatelyBecause of this, we will no longer be mailing out our gift cards but all customers will have to come to the Wooden Door to pick up any gift cardsWe would never ignore a customer or not do what we agreed to do and feel badly that she needed to contact your agency instead of resolving this in a different manner, as we were not even aware of a problem** *** *** Wooden Door Winery
*** *** *** *** *** ** ***
###-###-#### and/or ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and I would like to add some information that the business failed to address in their letter.  The business did not respond to the online form that they initially told me to complete on 12/3/2014 which recapped our phone conversation and contained all of my contact information.  In addition, I had called MULTIPLE times to inquire about the delay of the gift card, and every time I called their voice mailbox was full so I could not leave any messages.  Their website has no direct email address, so since the voicemail was full, the only other way I had to contact them was to complete the online form again.  I did not bother to do this since I wasn't sure it even worked the first time since I had no response.The issue is resolved in the fact that the owner said if my check appears, he will not cash it or issue a gift card.  Once I finally spoke to the owner, he was very nice on the phone.  I explained that I understand now that he did not receive my check (which I actually handed to a clerk in the post office), which is not his fault.  The problem lies in the lack of communication or the ability to communicate with his business.  He has to have a way for customers to contact him via the phone or email.
Regards, [redacted]

Review: I went on their website to buy a gift card; it said they had them but had nowhere on the website to buy they. I called the business and the man told me to fill in my information in the "contact" section of the website which send them an email. He also told me to mail him a check and as soon as he got it he'd mail the gift card. I had been to the business in the past and never had any problems, so I made the mistake of trusting the man. No one ever responded to the email and I never received the gift card. To make matters worse, every time I call, no one answers and the voicemail is full.Desired Settlement: The gift card was for a birthday gift. I need it as soon as possible. If I can't have it in a week, I want my money back.

Business

Response:

To Whom It May Concern: We received your letter today and are we responding to the complaint filed on 12/15/2014 ID # [redacted]. We appreciate that you take the time to hear both sides of the situation. We were contacted by this customer by phone December 3, 2014 and by email with her information requesting a gift card to be sent to her on the receipt of her check in the amount of $30. We never received the check and therefore did not send out the gift card. A phone number was on our caller ID on Monday, December 15, 2014 and was called back on December 15, 2014. However, the secretary at the number was not aware of who called our business from the number. This was the customer’s only communication to our knowledge since her original request for the gift card on December 3, 2014 and we did attempt on 2 occasions to call back her work number that very same day. This was also the day she filed complaint with your agency. When we received a voicemail message on December 16, 2014 from this customer, we called her back that day and explained that we NEVER received nor cashed a check from her and did attempt to call the previous number back not knowing at the time it was her as we had not received a voicemail or email. To this date, we have not received the check. She filed this complaint before speaking to us and within 12 days of her first communication (8 possible mailing days) requesting that a gift card be sent to her after we received a check. We assumed when we did not receive a check that she was no longer interested in the gift card and/or she had not yet sent out the check during this busy holiday season. We have worked very hard to build our business and be very supportive to our customers. It is unfortunate that a problem with the mail and/an apparent miscommunication has made us have to defend our business. In our conversation on the 16th, she acknowledged that the check was NOT cashed and stated she no longer wanted the card. If and when we receive a check, we will send it back to her immediately. Because of this, we will no longer be mailing out our gift cards but all customers will have to come to the Wooden Door to pick up any gift cards. We would never ignore a customer or not do what we agreed to do and feel badly that she needed to contact your agency instead of resolving this in a different manner, as we were not even aware of a problem. [redacted] Wooden Door Winery