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Jefferson Vineyards

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Jefferson Vineyards Reviews (2)

Dear [redacted],
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My name is [redacted]. I am an owner and General Manager of Jefferson Vineyards. This e-mail is in response to ID [redacted] and a Revdex.com letter dated August 13th, 2014. 
 
The complaint background is:
 
ID: [redacted]

Business Name: Jefferson Vineyards 

Product/Service: [redacted]

Purchase Date: 8/3/2014

Problem Occurred: 8/4/2014.

Purchase Price: $20

Customer's Statement of the problem: "I had been to the winery several times and bought many bottles of wine. I just went again in August 2014 and learned how little they thought of their customers. I was hoping to purchase a specific wine and was told that the were out of it but, the sales person let me know she had 5 botttles at home and asked what I would offer for it. Well, I thought that a bit odd but offered 20% above cost for her trouble if she would bring it into work the next day for me to pick up. She laughed and let me know that was not good enough for her troubles. I then purchased a few other bottles and some olive oil. I was told to fill the bottle myself, and leave a inch on top, which I did. I pushed the cork all the was in and took to register to pay. No word was said on that it needed to be handled in any perticular way. I wrapped in a towel in a cloth bag and put in my friends new car on the floor in back. I went to take it out the following day at the hotel and the whole bottle had emptied and got all over. There was several hundred dollars in damage and I called twice before anyone returned my call and asked for them just to refund for the cost of the oil. They absolutly refused."
 
Our Response to this situation
 
On August 6th, 2014, the customer called our tasting room to talk about the olive oil spillage. At the time of this conversation there was no record of any other complaints being brought to our attention, including one of our employees trying to engage with this customer to sell one of our wine bottles that was no longer available in our tasting room.  
 
We addressed the bottle of olive oil spillage politely. The customer requested we refund the cost of the olive oil. However, our olive oil is a "customer self serve" item which means that  customers are responsible for filling their own bottle of olive oil, leaving enough room at the top and then seal it with a cork, per our tasting room employees instructions. Our customer confirmed that she filled the bottle and left room in the top for the cork to fit, also per one of our employee's instructions. Thus, at the time of this call, we felt we could not refund the cost of the olive oil, because it was a self serve item.
 
Since this telephone conversation, we re-evaluated the situation and confirm the following actions taken to improve this situation:
 
We have asked our [redacted] supplier to now provide us with sealed bottles of olive oil.
We apologized for this inconvenience to our customer (on [redacted] and [redacted]) and offered a sealed replacement bottle of olive, as soon as we receive it in it's new format.
We have offered an additional two complimentary passes (with a worth of $20), to our customer. These will be sent out this week. 
Per our customer complaint, we investigated whether anyone in our tasting room was trying to sell wine, outside our venue. We could not confirm any wrongdoing. On August 17th, we invited our customer to provide us with more details about this, but have not heard back from our customer, except to confirm acceptance of our olive oil bottle replacement.   
 
Please find attached in PDF format, my communication with our customer, trying to improve the situation between us. I am including a [redacted], [redacted] and three e-mail correspondences.
 
Please let me know if you require further information.
 
With kind regards,
 
[redacted]
 
[redacted]
 
[redacted]
General Manager
Jefferson Vineyards
 
[redacted]
[redacted]
[redacted] (office)
[redacted] (fax)
[redacted] (cell)

Review: I had been to the winery several times and bought many bottles of wine. I just went again in August 2014 and learned how little they thought of their customers. I was hoping to purchase a specific wine and was told that the were out of it but, the sales person let me know she had 5 botttles at home and asked what I would offer for it. Well, I thought that a bit odd but offered 20% above cost for her trouble if she would bring it into work the next day for me to pick up. She laughed and let me know that was not good enough for her troubles.I then purchased a few other bottles and some olive oil. I was told to fill the bottle myself, and leave a inch on top, which I did. I pushed the cork all the was in and took to register to pay. No word was said on that it needed to be handled in any perticular way. I wrapped in a towel in a cloth bag and put in my friends new car on the floor in back. I went to take it out the following day at the hotel and the whole bottle had emptied and got all over. There was several hundred dollars in damage and I called twice before anyone returned my call and asked for them just to refund for the cost of the oil. They absolutly refused.Desired Settlement: I request at least the cost of the oil, if not additional for all the damage it cost.

Business

Response:

Dear [redacted],

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Description: Wineries

Address: 1353 Thomas Jefferson Parkway, Charlottesville, Virginia, United States, 22902

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