Caskers

Revdex.com:At this time, my complaint, ID *** regarding Caskers has been resolved
Sincerely,*** ***

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"">We’re very sorry to hear about this customer’s incident and the initial delay in responseThe holiday season was a very busy time and customer response time was significantly lower than usual (we typically respond same business day)This customer purchased bottles of the same productIt was advertised as the ‘Reserve’ version on the site, but the standard version was sent out from our vendor rather than the ‘Reserve’The distributor misinformed us of the stock unfortunately, and we were unaware in advance that any mistake had been madeWe were able to rectify this with the customer and come to a solution for resolving the issue The customer was offered a refund, an exchange, a discount on the incorrect bottles, and/or credit towards a future orderThe customer selected a reimbursement (a 42% discount on the existing order) in the form of a significant credit towards a future order, and kept the bottles that were received initially We’re very glad the customer was understanding and patience while we worked on a resolution to the problem, and we look forward to providing a better experience in the future! -- email correspondence -- *** *** *** *** *** *** *** ** *** **
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I placed an order for two bottles from their site on October 15th. I saw that my items were to be delivered on Oct. 20th. The day of, I received an email from FedEx stating their was an "exception" on my order and it was going to be returned to sender bu Oct. 24th. This made no sense as there was no information provided. I immediately reached out to Caskers to get more information and they got back to me within a day, but had no information why it was being sent back, nor were they able to provide an ETA on when I would get my items.

I reached out again, several days after I saw the items were returned to Caskers and feel that I got a semi-rude response from the representative telling me that they cannot control what the carriers do. I understand that, but as a company, relying on them for shipping, part of the responsibility is in fact on your for selecting them and not being able to provide a paying customer, an update. They also said that "once we get your order back, we will get it shipped to you at no cost." Well no kidding, since I already paid shipping for items I never got in the first place, so I certainly hope you don't charge me again for shipping.

I was also told that I would get an email from them within 24 hours with a tracking number so I can make sure to have someone 21+ years old available to sign for the package. I never got any emailed information, but the packaged showed up on 10/29...thankfully I was home to sign for the item.

In the end (13 days after the order, and dealing with inadequate customer service), I did receive my order, but wish I had researched them prior to my purchase. I will definitely not be placing any future order, nor would I recommend Caskers to anyone. Do a little homework and find a more reputable vendor for your beverage needs.

Revdex.com:At this time, my complaint, ID *** regarding Caskers has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
The company finally credited my account after my credit card company went after them.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI appreciate that the business is taking accountability and identifying challenges within their companyI also appreciate that the business finally refunded my money after failing to mail me the product.? My one continued complaint is the business still blaming the customer for where the package was shippedAs noted in their response, they expected me to connect them with the place they shipped the package too even though my account no longer listed that address on it at allI do not believe that should be the responsibility of the customer to track down a package for a product they paid for especially when they have already updated all information accessible to them at that time
Sincerely,
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* We’re very sorry to hear this
customer had trouble changing the address for future Club shipmentsWe note the correct steps to take on the FAQ page, but we’re sorry they were not apparent enough! We’re working to make this clearer on the site so we can prevent issues such as this one going forward ? The package was shipped to the customer’s old office addressWe requested the contact info for the office so we could retrieve the bottles and redirect them to the customer, but the customer neglected to provide the information? As a showing of good faith and as an apology for the troubles encountered, we’ve refunded the payment in full to the credit card on file ($159.99)We’ve also added a $credit to the customer’s account for a future orderWe apologize for any frustration or inconvenience experienced by the customer! We’re working constantly to make our processes more seamless, and we look forward to providing a better experience at the customer’s next purchase? -- email correspondence --
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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]
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Revdex.com:At this time, my complaint, ID *** regarding Caskers has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

I finally received my product after this was openedRevdex.com:At this time, my complaint, ID *** regarding Caskers has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

I ordered 4 items on June 23, 2018 & of course my credit card was charged that day. On June 26th I received an email stating a FedEx shipping label had been created. Several days later my order still had not been received by FedEx. At that time I started contacting customer service via email. Through several emails with a representative (Mojca) I was informed my order would be sent out right away & would be receiving another email with updated information. As of today, July 7, 2018 I have not received my order nor have I received any updated information as promised. I’m sorry but 14 days without even shipping an order is ridiculous. If my order is not shipped out& received by FedEx on this coming Monday, July 9, 2018 I will be contacting Sugarland Distillery who provided Caskers website link to order items & then I will be contacting my credit card company. I want this problem resolved immediately.

Dear [redacted],Thank you for voicing your concerns. We understand gifts are time sensitive and that delays cause unwanted frustration. Our team works hard to minimize situations which cause delays, but as with other businesses we cannot prevent delays completely. We are very sorry for your bad...

experience. We have been in contact with the retailer responsible for filling your order to try take care of the issue causing the delay, but unfortunately we weren't able to resolve it by now. In light of this we have decided to cancel your order and refund you in full, which has been taken care of by one of our representatives yesterday. We have also notified you of the refund through an email message. Please accept our sincere apologies for the delay and inconvenience caused. If you have any other concerns, please don't hesitate to write to us at [redacted] as we are always happy to help!

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 appreciate that the business is taking accountability and identifying challenges within their company. I also appreciate that the business finally refunded my money after failing to mail me the product. My one continued complaint is the business still blaming the customer for where the package was shipped. As noted in their response, they expected me to connect them with the place they shipped the package too even though my account no longer listed that address on it at all. I do not believe that should be the responsibility of the customer to track down a package for a product they paid for especially when they have already updated all information accessible to them at that time.
Sincerely,
[redacted]

Revdex.com:
I did not receive direction communication from Caskers.com, however, I was informed by the original recipient of the gift purchased from Caskers.com, and sent by Caskers.com, that he has now, indeed received the correct bottle of scotch.  I have not been charged again...

for any item.  In my mind, this issue is now resolved.  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]

[redacted]
* We’re very sorry to hear this...

customer had trouble changing the address for future Club shipments. We note the correct steps to take on the FAQ page, but we’re sorry they were not apparent enough! We’re working to make this clearer on the site so we can prevent issues such as this one going forward.   The package was shipped to the customer’s old office address. We requested the contact info for the office so we could retrieve the bottles and redirect them to the customer, but the customer neglected to provide the information.   As a showing of good faith and as an apology for the troubles encountered, we’ve refunded the payment in full to the credit card on file ($159.99). We’ve also added a $10 credit to the customer’s account for a future order. We apologize for any frustration or inconvenience experienced by the customer! We’re working constantly to make our processes more seamless, and we look forward to providing a better experience at the customer’s next purchase.   -- email correspondence --
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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]...

Revdex.com:At this time, my complaint, ID [redacted] regarding Caskers has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
The company finally credited my account after my credit card company went after them.Sincerely,[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Caskers has been resolved.
Sincerely,[redacted]

I finally received my product after this was opened. Revdex.com:At this time, my complaint, ID [redacted] regarding Caskers has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
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]...

Revdex.com:At this time, my complaint, ID [redacted] regarding Caskers has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]