Borisal Liquor and Wine

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have attached a word document with my address for the check to be mailed to.
Sincerely,
[redacted]

Hello [redacted]:   As per customers latest request, we have issued full credit and canceled his order.   Kind Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The primary issue is that this business has a track record of selling out of stock items. I never would have paid that much to ship a $20 bottle to Florida, but would pay the $2 extra to ship two. If you do the research on this company you find that this is a known issue.This problem is compounded by the fact that you cannot cancel your order because the only phone number goes to a call center where a message is taken that is never replied to. Furthermore, at the time of this issue the only email address they provide for returns the error: A message that you sent could not be delivered to one or more ofits recipients. This is a permanent error. The following addressfailed:[redacted]
 So what are my options here? I had the shipment refused by the recipient, file a complaint the with Revdex.com because their inability to provide lines of communication, will dispute the charges on my credit card, and am considering filing a consumer grievance with the secretary of state. All this can be avoided by them not selling materials they don't own or have access to. They also can avoid this issue by alerting the customer that an item was out of stock before they've shipped the other item and give them the option to cancel or substitute another item in the order.
I will only consider this issue resolved when I see a full refund for both the item and shipping charges.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]
class="">[redacted]
[redacted]   This matter was resolved.  As soon as the business saw that I provided proof they had  been reported; they finally responded to my various messages and issued me a refund.  I am grateful that this website exists because after I reported them; their response was immediate which proves to me that they were deliberately ignoring me.  Terrible business!  Thank you!

Revdex.com:What I find confusing is why advertise the fact that you can process orders for "overnight delivery", and charge significantly more money to do this . . . when all items in my order were "NOT IN STOCK" and unable to be processed for another week !!!  In addition - why bury the fact that orders can take 3-4 days to "process" on your end (in the FAQ) - - - yet accept the "overnight delivery" surcharge accordingly !!!  Both of these scenarios above blow holes in the business policy of [redacted] . . . and no-doubt affect other customers than myself.
I have reviewed the response made by the business in reference to complaint ID [redacted], and I've been refunded accordingly . . . but this definitely spells the end of my long relationship with this business.
Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I will let you know if I do not receive the refund they have...

promised. Thank you SO much for your effort on my behalf. I've since gone online and seen a lot of Yelp complaints about the same thing that I faced with them. I will definitely use another shop in NYC in the future.
Sincerely, [redacted]

Review: I ordered 2 bottles of liqueur Dec. 2014. I have not received the liqueur. I was told by [redacted] and [redacted] they will notify their warehouse to send me a tracking number. It's Jan.**,2015. I haven't received a tracking number or the product. I spoke with [redacted] on Jan. [redacted] saying they have been so backed up. That she will notify their warehouse again.Desired Settlement: I would like everyone to know not to order from this company. I would like a credit to my account. My bank is working on that.

Business

Response:

Hello [redacted]: We apologize for the delay with this order. It was shipped on the [redacted] and delivered in good condition on the [redacted]. The [redacted] tracking# is [redacted] Kind regards, [redacted]

Review: I ordered two products from the site, was charged shipping on both items, received tracking information. The following day I received an email stating one item was not in stock yet I was still charged shipping on both items. Their contact email address refuses all emails and their phone line is terrible quality and the persons answering are unable to help and do not have access to systems that would allow them to.Desired Settlement: Full refund and return of product.

Business

Response:

Hello There: As it says on our FAQ & Terms section, we try to process orders within five business days. If any item is out of stock, we will ship what we have in stock and issue refund for the rest. One of the items was out of stock for this customer and we have issued credit for the out of stock item $25.99 + $2 for shipping, total $27.99. Shipping cost to FL is $15.99 for the first bottle and $2 for each additional bottles. If the customer wants to cancel the order for full refund, please advise him to co-ordinate with us via email and we will pick it up at our cost and after receiving the product in good condition, we will issue refund. Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The primary issue is that this business has a track record of selling out of stock items. I never would have paid that much to ship a $20 bottle to Florida, but would pay the $2 extra to ship two. If you do the research on this company you find that this is a known issue.This problem is compounded by the fact that you cannot cancel your order because the only phone number goes to a call center where a message is taken that is never replied to. Furthermore, at the time of this issue the only email address they provide for returns the error: A message that you sent could not be delivered to one or more ofits recipients. This is a permanent error. The following addressfailed:[redacted]

So what are my options here? I had the shipment refused by the recipient, file a complaint the with Revdex.com because their inability to provide lines of communication, will dispute the charges on my credit card, and am considering filing a consumer grievance with the secretary of state. All this can be avoided by them not selling materials they don't own or have access to. They also can avoid this issue by alerting the customer that an item was out of stock before they've shipped the other item and give them the option to cancel or substitute another item in the order.

I will only consider this issue resolved when I see a full refund for both the item and shipping charges.

Sincerely,

Business

Response:

Hello [redacted]: As per customers latest request, we have issued full credit and canceled his order. Kind Regards,

Review: I ordered from Borisal online entity, [redacted], on Sunday night and paid $30 for overnight shipping. I did not recieve my purchase till Friday night. When I called Borisal they said it was "not their problem" and I needed to contact [redacted] directly. I paid them the overnight shipping, not [redacted], and want my $30 back.Desired Settlement: I would like the $30 credited back to my paypal account, the same account that was used for the purchase.

Business

Response:

Hello There: I am in receipt of your letter regarding the above. The customer placed the order on Sunday the [redacted], just two days before the snow storm in New York that forced us to close the store very early on the [redacted] and completely closed on the [redacted]. Though we had shipped the order on Wednesday the [redacted], [redacted] had several delivery related issues during that time causing delay with all shipments. Due to the "natural disaster", [redacted] won't compensate us for the delay and accordingly we won't be able to issue refund the customer. Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As the seller admits, my order was placed that Sunday evening and there was no storm on Monday and no reason not to have my order shipped then. The so called "blizzard" was only around 6 inches of snow on one day, Tuesday, and everything was moving in the 5 boroughs of nyc from Wednesday on. This is not my opinion of the weather conditions in nyc, it's historical record now and can be looked up. I did not give my money to [redacted] for shipping, I gave it to [redacted]/Borisal and that's who I paid for overnight shipping, who they used and whatever lame excuse that was given to them by a 3rd party shipper is their problem, not mine. I want my $30 overnight shipping cost back from the same people I gave it to, Borisal/[redacted], since my order was placed Sunday night and delivered Friday, 5 days later. Those are the facts I have written above, not opinions, and I paid for overnight shipping and received my order 5 days later, so I deserve my shipping cost back. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Borisal Liquor and Wine regarding complaint ID [redacted].Sincerely,

Review: I ordered several items from [redacted]n mid-December 2014, the online portion of Borisal Liquors. One 750 mL bottle of Pendleton Rye did not arrive in either of the two shipments. On Jan. **, 2015, I called and left a detailed message with an individual about this issue. I was told I would be called back, but due to weather, it might take a day or two. I called two more times and the phone was not picked up.

Despite notifying Borisal Liquors on Jan. **, 2015 that they had been deficient in fulfilling their end of my purchase in a 6-minute conversation, I heard nothing from them. I chalked this up to a buyer-beware type issue and possibly an online scam. However, I notified Borisal within their own 90-day notification period, and within 18 days of their last shipment (Jan. *, 2015) to me.

When DrinkUpNY sent me an email (on Mar. **, 2015) with the subject "We Miss You!" inviting me to use their business again, I responded that because of my experience, I would not do business with them. An anonymous customer care person responded, stating that my issue is over 90 days old and thus cannot be addressed. However, my initial complaint, Jan. **, was within the 90-day window. Further, my email complaint was within the 90-day limit from their Jan. * shipment in partial fulfillment of my order.Desired Settlement: I would like to receive either the bottle of Pendleton Rye that I ordered or a cash refund or a credit card refund.

Business

Response:

Hello We have already refunded the customer via check#[redacted]

Review: I ordered some bottles of liquor for corporate Christmas presents. I made my order online and paid online. As christmas approached, I had no communication from [redacted] other than an order confirmation email. I called the company to see about my order. The cutoff for Christmas orders was Dec **, and I placed my order Dec **. The website did not say anything about a cutoff. I even paid over $75 for overnight shipping. I was told that the company would call me back after they looked into it. Then I received an email stating my order had been cancelled because it may be fradulent and that I should contact my credit card company and ask for a refund. I called the company again, wanting the order to be filled. Before I called, I checked my credit card statement. [redacted] had charged my card without any problem. I have called and emailed several times since then with no resolution. Today, I spoke with someone who said he was the [redacted]. Even though he acknowledged that his bank had received payment, he would neither refund nor send my product out. He kept telling me the card was fradulent and that he couldn't verify who I was, even though I offered to verify all information needed. He still refuses to send me any product or a refund. He thinks I should open a dispute with my card. I told him my card company prefers the merchant to issue a refund.Desired Settlement: The company [redacted] acknowledges that his bank received the funds, and that he has no intention of sending the liquor. I request a full refund of liquor, tax and shipping charges for order.

Business

Response:

Hello, Thank you for forwarding us the complaint. This customer's order was flagged by our credit card security software as fraud. As per Visa/Mastercard's Merchant Services guideline, we have canceled the order and advised the customer to contact her bank to reverse the charge. Unfortunately the customer is not willing to do so and keep insisting on getting a refund on a card that was flagged for fraud. Once the customer contacts her bank, they will receive the refund directly. Kind regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] is clearly trying to scam me out of $391.93. They claim my card was flagged, but they also admit that the funds were deposited into their bank account. Attached is a portion of my credit card statement which clearly show's the money being charged to my card almost a month ago. I have tried to contact this company via email and phone, and I only got the [redacted] on the phoneme after he instructed an employee to hang up on me, resulting in a call back and me being very insistent.The bottom line is that the [redacted] of this company charged my card successfully, cancelled my order, and refuses to refund my money. I have proof of all claims.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have advised our card processor to void this transaction and it will drop off customer's statement in 2-3 business days. Kind Regards, [redacted]

Review: On December **, 2014, I placed an order through Borisal's website, [redacted]. I ordered $269.90 worth of goods: 9 bottles of alcohol and 1 bottle of bitters. On December **, 2014, my Visa was charged for the full amount of $269.90.

On December **, 2014, I received an email stating that my order had shipped. On January *, 2015, I received a box from Borisal containing only half of my order - 5 bottles of alcohol. I emailed [redacted] on January *, 2015 to tell them that I had only received part of my order, and I asked if there was a second box. They immediately replied and said, "Thanks for contacting us. There will be a second box that contains the rest of your order. It will ship at no extra cost. We apologize for the confusion."

On January *, 2015, I emailed [redacted] and asked when the second box might ship. I did not receive a reply. Again, on January **, 2015, I emailed [redacted] and asked when the second box might ship. I did not receive a reply. On January **, 2015, I emailed [redacted] and asked that if they could not tell me when the second box would ship, if I could receive a refund for the unshipped items since my credit card was charged in full on December **, 2014, but I only received half of my order. I did not receive a reply.Desired Settlement: I would like to receive a refund for the items I did not receive. The items I did not receive: Averna Amaro (750mL), The Bitter Truth Lemon Bitters (200mL), Campari (750mL), Death's Door Gin (750mL), Barbancourt "Reserve Speciale" 8 Year Old Rum (750mL).

Business

Response:

Hello There: We have already refunded the customer $129.95 via her credit card on file. Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. My account was credited the disputed amount on January **, 2015.

Sincerely,

Review: Actually, my complaint falls into several categories above. On December **, I ordered two bottles of hard-to-find bourbon on their website and paid $177.47. The order was confirmed and my credit card was charged. I never received any kind of follow-up saying that the order was fulfilled or shipped, and I've never received the liquor. I've called 5 times and sent an email and have not gotten any response at all. It seems that the calls go to a call center, which is not even equipped to look up the order, my cr, etc. They just say they will forward my message to the shipping department, and they will call or email me within 24 hours. This has clearly never happened.Desired Settlement: I would either like the delivery of my order or a complete and immediate refund to my charge card.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I will let you know if I do not receive the refund they have promised. Thank you SO much for your effort on my behalf. I've since gone online and seen a lot of Yelp complaints about the same thing that I faced with them. I will definitely use another shop in NYC in the future.

Sincerely,

Review: I placed an order for 6 bottles of alcohol on December [redacted] to arrive in time for the new year. I entered a free gift code which I found online and entered it. The code was accepted by the website and it processed the free gift with my order. The website states that orders ship within 4 business days. I called the customer service number they have listed and was told that customer service couldn't look up my order information because they don't have access to that information. The agent said that all she could do was take down my information, forward it to management and have them call me or email back within 24 hours. I never got a call back and I got an email stating that due to the holiday rush they were behind and that they apologize for the inconvenience but they were focused on shipping christmas orders placed on or before 12/**/14 because they had to honor their free shipping and delivery guarantee for the holidays. I was told that since I placed my order on the 12/** it was a low priority and that they would ship it only after they have taken care of their holiday orders. I paid 22 dollars for my shipping on a 200 dollar order and I was basically told that my order wasn't as important as the holiday orders that had free shipping and that my order would ship out that following Friday.

Friday came and went and still no shipment confirmation. I called again and left my information again and no one called me so I sent customer service another email stating that they had said my order would ship the following week and I asked them to provide me with my order status.

Even though the website states that your inquires will be answered next business day or within 24 hours it was until 7 days later that I get a response from customer service apologizing and stating that my items are out of stock and they will ship when they arrive but they didn't bother to provide me with an estimated time frame. 3 weeks pass and finally on January [redacted] my order shipped. When the order arrived the recipient called me to say that a bottle was missing and there was no free gift. When we removed the packing slip from the packaging the slip had the missing bottle circled in pen with the words "pending" written in hand. The packing slip disregarded the free gift all together even though I have my order confirmation in print which clearly states that they owed me a free gift. There was no indication of when the remaining bottle would ship so I decided to wait a little. Today is 2/*/15 exactly a month later when the order was recieved. I have yet to recieve a shipping confirmation or any indication of when my remaining bottle will ship or even if they are aware that they owe me a bottle other than thepacking slip indication. I never got a call back when I called to complain that the bottle was missing along with the free gift and the agent who took my information down refused to give me any identifying information other than his first name which was [redacted].

I have recorded the conversations that I have had with the customer service agents who took my information who suposedly passed it to management. [redacted] and [redacted] were the only indivivduals who gave me their names and refused to give me last names or any other identifying piece of information that could help me identify them if ever I would need to. [redacted] was incredibly rude and kept speaking over me when it was clear that I was frustrated and she didn't feel like dealing with my frustration. She shouted over my voice that she had other calls to take and that if I didn't give her my information so she could pass it along that she would hang up on me. I got angry and started yelling in frustration, "You are a customer service agent and it is your job to listen to my frustration", that is when I asked her name gave her my information and she very rudely hung up without offering me an apology for the horrendous experience this website had put me through to date. When I called again and spoke to [redacted] because I didn't trust [redacted] would relay my message; I informed him that I was recording the conversation and he admitted that the only way to get in contact with the agents who actually had information regarding my order was to leave a message with customer service because there was no way to speak with them directly and if they didn't respond to my inquiry or emails that there was nothing else that he or any other customer service agent could do for me other than continue to pass along my information to management for a call back. Does this seem like a scam to anyone else? I paid for my order through [redacted] so I am contacting my attorney and handing him my recordings and all of the information I have gotten to date from this website. I am also contacting [redacted] so that they can start an investigation and refund me the money this website owes me for the bottle they didn't send and they can shove their free gift where the sun doesn't shine. Do not order from [redacted] because even though they claim to have a customer service number; their agents have no information regarding your order and they only serve as the middle person to the people who do have information regarding your order.Desired Settlement: I just want them to send me the bottle that they owe me and if they don't I am contacting [redacted] to initiate an investigation and refund me the price I paid for the missing bottle; they can keep their free gift. I don't care about the gift I just want my bottle and I will never order from this website ever again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted] This matter was resolved. As soon as the business saw that I provided proof they had been reported; they finally responded to my various messages and issued me a refund. I am grateful that this website exists because after I reported them; their response was immediate which proves to me that they were deliberately ignoring me. Terrible business! Thank you!

Review: I placed an order on 4/*/14 for two bottles of whiskey, which also resulted in a free gift item. These items were being purchased for a birthday in June. My credit card was immediately charged the same day that the order was placed. On */23, I sent an email to check on the status of the order. On 5/**, I received a reply that it is at the top of the waiting list and will arrive in 2-3 weeks. On 6/** it still had not arrived so I sent another email asking when it will be shipped. On the same day I received a response saying that it is out of stock and they are unable to provide a time of arrival. Since the birthday had now passed and I had to get a different gift, I put this in the back of my mind and just waited for it to arrive. On 12/* I still had not received the whiskey so I decided to investigate. Apparently the company that makes this was going through some legal issues and was probably not able to supply anymore. I got on [redacted] to find that they no longer offer this company's whiskey. However, I never received any sort of notification from them stating that they would never be able to get this back in stock, so a refund would be necessary. On 12/* I called customer service and asked to speak with a supervisor. I was told that I would be contacted within 24 hours. I received nothing. On 1/*/15 I called customer service again and asked to speak to a supervisor. I was told I would a ticket has been submitted and I would be contacted soon. On 1/* I received an email stating that the items are out of stock and they will send a check. I don't want a check, I now have trust issues with this company and don't believe that a check will ever be sent, also I still have not SPOKEN with a supervisor as I had now requested twice. On 2/** I called and asked to speak to a supervisor and was told that I can't directly be transferred but she can submit a ticket for them to contact me. I asked for a direct line to speak to a supervisor and she told me that they don't have one. She also told me that very rarely do they call, they only ever send emails. I replied to the email that was sent on 1/* requesting a call back and immediately received another email stating the items are out of stock, the order has been cancelled and they will send a check, I just need to let them know where to send it to.

This has gone on for almost a year and I am 100% certain that if I would not have contacted them, they never would have given my money back. They have been deceitful in the fact that they say the item is "out of stock" when it will never again be stocked. They have held onto my $150 for almost a year and have avoided stepping up and taking responsibility for poorly running their business.

The upper management in this company are cowards with terrible customer service - never actually responding to customers in a professional way.Desired Settlement: I would like my credit card refunded - NOT a check! Also, I would like a free bottle of Honeyrun Mead along with the free gift that I was supposed to be getting as an interest payment for holding onto my money for a year, telling me I would have it by June 15th only to have to contact the company again when it didn't arrive, and for avoiding my attempts to speak to a supervisor to personally take care of this matter.

Business

Response:

Hello There: We are in receipt of the above complaint. First, we would like to apologize for the confusion about the refund. If an order is more that 30days old, our card processor won't allow us to issue refund back to the card. We do need to send a check to the customer for refund. Though the order was canceled and we are going to refund the customer his entire payment, we will also be happy to send the free gift. However, we need the current address to do so.Please advise the customer to either email us directly or communicate via your office with his current mailing address and we will take care of it right away. Kind Regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have attached a word document with my address for the check to be mailed to.

Sincerely,

Review: Preface: have been doing business with this company for years now, with hundreds of dollars spent.

1. Checked their website ([redacted]) for items in need. Both items appeared to be in stock - their system allowed me to add these items to the "cart" and pay accordingly. I ordered these items on Oct [redacted] at noon - for an event at my home on November [redacted].

2. I paid for overnight shipping - an additional 39.99 to insure the parcel was delivered well before my event.

3. Since it was a Friday at noon when the order was placed: I expected this to be at least initially processed. Checking the website and my account: the order was listed as "this order has either shipped or in the final stages of processing". I would not expect a shipping notice to appear in my email until Monday - weekend withstanding.

*. Monday - November 3: no contact or communication from the business. I assumed the package would be shipped later in the day ([redacted] pickup) and a shipping notice would appear in my email accordingly.

5. Tuesday - November *: emailed the company at 9:30 am asking status - no response

6. Tuesday - November *: called the customer service line at 11am - they will investigate and return my call - no response

7. Tuesday - November *: called the customer service line at 2:00pm - they will investigate and return my call - no response

8. Tuesday - November *: emailed the company at 2:25pm asking status

9. Tuesday - November *: email received from company - both items are out of stock, suggested replacements. Not deliverable until after my event.

OK: I emailed the company back asking them why they accept orders when they have zero stock to ship out - and why they accepted my initial order? = = = in addition to asking for a full refund.

They responded stating that their FAQ section states that most orders take 3-4 days to process ??? Then why accept my "next day shipping" request and subsequent payment ???

This company obviously has a database issue with their website and stock inventories - and accepts orders, payments and shipping promises from their customers with absolutely no stock in hand . . . then offer excuses that their distributor/stock has not been updated, orders take longer sometimes (rush orders?) - - - why would they not notify me on Friday, Oct [redacted] of this situation - allowing me ample time to initiate another order with another vendor???

I demanded a full refund to my credit card - which they stated that they would accomplish. I await this transaction to appear on my credit card.Desired Settlement: I wish the entire amount to be refunded to my credit card ASAP.

They should not be accepting orders from loyal customers (see above) - when they do not have the items in stock. Then: make the customer initiate repeat email and telephone requests for status - only to find this situation out.

Business

Response:

Hello [redacted]: Thanks for returning my phone call. Regarding this complain, the customer placed the order on Friday, October [redacted] in the afternoon. Though the customer had paid for overnight shipping, our shipping policy does clearly state that it may take us up to four business days to process an order. Given below is the link to our FAQ section. [redacted] Any way, on November [redacted] the customer informed us that he did not want to wait and we have canceled his order and issued full credit on the same day. Should you require any more information in this regard, feel free to contact me directly. Kind Regards, [redacted]

Consumer

Response:

What I find confusing is why advertise the fact that you can process orders for "overnight delivery", and charge significantly more money to do this . . . when all items in my order were "NOT IN STOCK" and unable to be processed for another week !!! In addition - why bury the fact that orders can take 3-4 days to "process" on your end (in the FAQ) - - - yet accept the "overnight delivery" surcharge accordingly !!! Both of these scenarios above blow holes in the business policy of [redacted] . . . and no-doubt affect other customers than myself.

I have reviewed the response made by the business in reference to complaint ID [redacted], and I've been refunded accordingly . . . but this definitely spells the end of my long relationship with this business.

Sincerely,