Laithwaites Wine

I have ordered wine from Laithwaites for over five years. I received a mail order offer for a "2021 Holiday Showcase". I decided to place an order but when I visited their web site I noticed one of the wines advertised on the mail flyer had been replaced with a different wine. I contacted Laithwaites customer service to point out this inconsistency. The difference was acknowledged by customer service and I was given an explanation that some states do not allow shipment of wines from some international locations. While that may be true, the wine advertised in the mail flyer was from Argentina's Waxed Bat winery and the replacement advertised on the web site was from Schroeder Estates, also an Argentina winery. This has the appearence of "bait and switch" advertisement. I probably will not be orderning any more wine from Laithwaites.

I shopped with Laithwaites Wine from to 2014, receiving a total of cases in that time span, and I was satisfied However, near the end of 2014, I received an email from them for a promotional case of Spanish wines I clicked the link in the email, decided to purchase the case, and did so When the case arrived, of the wines were wrong I called and was told that the contents of this case varied depending on the warehouse that shipped it (which was not mentioned during the purchase itself; and furthermore, I was able to confirm that the warehouse did make a mistake when they shipped it), and I was offered a $credit or to return the case for a refund I was practically offended at the notion that $would offset the fact that HALF my case was incorrect I also actually wanted the original case, so returning the case, just to reorder it again after returning it (hoping to get the right wines) did not make sense to me either Of the bottles I should have gotten and did not, I did eventually receive - this was my compensation for the situation I ended up placing another order for the other bottles that I wanted, as they were my main reason for purchasing the other case in the first place After talking about my situation on another review website at the time, I was contacted by a customer service supervisor who said he was sorry I had a bad experience and asked "just exactly what I wanted from them." I said what I would have wanted was to get the wines I ordered and when I didn't, for them to admit their error and make me feel like a valued customer by correcting the issue I explained that sending me the wines I should have gotten (which they admitted they definitely had in stock) and asking me to return the wines that I did not order would have made total logical sense He said he saw I ended up ordering the other wines so he was happy I got them (as if the fact that I had to pay for them again myself did not matter) and said I would surely enjoy them He also said, as if to somehow compensate me for the bad experience, I would be contacted by a wine specialist that would give me individualized attention for selecting wines in the future - this never happened, not that I cared at that point For what it is worth, I was also reminded every time I talked with somebody that they have a wonderful policy that allows me to be refunded completely for any wines I do not like It was almost like they were telling me "we cannot fix your order, but we can't stop you from saying you did not like half of your case to get a refund on half of it." This bothered me immensely - I do not want to lie about not liking a wine or it being bad I just want to get the wines that I ordered and paid for Besides, even getting a refund for half the case "because I did not like the wines" would not compensate me for the fact that I paid for shipping for a full 12-bottle case, so the refunds would not cover half the case, if you include shipping This situation left me so angry that, after getting 50-bottles of wine a year from them on average, I have not ordered wine from them in about months and I may never againI describe my experience above just to justify my concluding comments that: 1) Laithwaites Wine has a good wine selection, many of which are really good, and the wines are relatively fairly pricedit's not a bad place to get wines overall2) As with any company, they will make mistakes A respectable company would admit their mistakes and go out of their way to make the negative situation up to their customers Laithwaites Wine is not one of those respectable companies3) In MY case, apologies were forced and generic; I was never offered adequate compensation for my troubles; I was never even offered to receive the wines I had originally ordered (I had to buy them again myself and pay twice to get them once); when a customer service supervisor contacted me and was aware that I had to buy them again just to receive them, he did not care that I lost money - he just said he was glad I finally got the wines I wanted He also threw in a "well just exactly what do you want?" My final advice to anybody is: if you're in a roulette kind of mood and want to pay a "semi-decent" price for some decent wines that may or may not be what you expect to receive, don't hesitate to try Laithwaites Wine Just be aware that if/when they make a mistake with your order, you are going to be out of luck You will have to do business with them being fully aware of that - perhaps just plan to go ahead and ask for a refund on some of your wines, since that is apparently the ONLY action they are interested in as a way to act like they care about their customers At the end of the day, I find that there are easier ways to get decent wines these days from places that have far better customer service

I shopped with Laithwaites Wine from 2009 to 2014, receiving a total of 33 cases in that time span, and I was satisfied. However, near the end of 2014, I received an email from them for a promotional case of Spanish wines. I clicked the link in the email, decided to purchase the case, and did so. When the case arrived, 6 of the 12 wines were wrong. I called and was told that the contents of this case varied depending on the warehouse that shipped it (which was not mentioned during the purchase itself; and furthermore, I was able to confirm that the warehouse did make a mistake when they shipped it), and I was offered a $20 credit or to return the case for a refund. I was practically offended at the notion that $20 would offset the fact that HALF my case was incorrect. I also actually wanted the original case, so returning the case, just to reorder it again after returning it (hoping to get the right wines) did not make sense to me either. Of the 6 bottles I should have gotten and did not, I did eventually receive 2 - this was my compensation for the situation. I ended up placing another order for the other 4 bottles that I wanted, as they were my main reason for purchasing the other case in the first place. After talking about my situation on another review website at the time, I was contacted by a customer service supervisor who said he was sorry I had a bad experience and asked "just exactly what I wanted from them." I said what I would have wanted was to get the wines I ordered and when I didn't, for them to admit their error and make me feel like a valued customer by correcting the issue. I explained that sending me the wines I should have gotten (which they admitted they definitely had in stock) and asking me to return the wines that I did not order would have made total logical sense. He said he saw I ended up ordering the other wines so he was happy I got them (as if the fact that I had to pay for them again myself did not matter) and said I would surely enjoy them. He also said, as if to somehow compensate me for the bad experience, I would be contacted by a wine specialist that would give me individualized attention for selecting wines in the future - this never happened, not that I cared at that point. For what it is worth, I was also reminded every time I talked with somebody that they have a wonderful policy that allows me to be refunded completely for any wines I do not like. It was almost like they were telling me "we cannot fix your order, but we can't stop you from saying you did not like half of your case to get a refund on half of it." This bothered me immensely - I do not want to lie about not liking a wine or it being bad. I just want to get the wines that I ordered and paid for. Besides, even getting a refund for half the case "because I did not like the wines" would not compensate me for the fact that I paid for shipping for a full 12-bottle case, so the refunds would not cover half the case, if you include shipping. This situation left me so angry that, after getting 50-60 bottles of wine a year from them on average, I have not ordered wine from them in about 19 months and I may never again.
I describe my experience above just to justify my concluding comments that:
1) Laithwaites Wine has a good wine selection, many of which are really good, and the wines are relatively fairly priced... it's not a bad place to get wines overall.
2) As with any company, they will make mistakes. A respectable company would admit their mistakes and go out of their way to make the negative situation up to their customers. Laithwaites Wine is not one of those respectable companies.
3) In MY case, apologies were forced and generic; I was never offered adequate compensation for my troubles; I was never even offered to receive the wines I had originally ordered (I had to buy them again myself and pay twice to get them once); when a customer service supervisor contacted me and was aware that I had to buy them again just to receive them, he did not care that I lost money - he just said he was glad I finally got the wines I wanted. He also threw in a "well just exactly what do you want?"
My final advice to anybody is: if you're in a roulette kind of mood and want to pay a "semi-decent" price for some decent wines that may or may not be what you expect to receive, don't hesitate to try Laithwaites Wine. Just be aware that if/when they make a mistake with your order, you are going to be out of luck. You will have to do business with them being fully aware of that - perhaps just plan to go ahead and ask for a refund on some of your wines, since that is apparently the ONLY action they are interested in as a way to act like they care about their customers. At the end of the day, I find that there are easier ways to get decent wines these days from places that have far better customer service.

Review: I placed an order on April 7th and I received an email right after I placed the order with the order number and the estimated delivery dates were April 10- April 12. Today, April 15th I called to check on the order status, first person I spoke with, besides the fact that he was not helpful at all, he insulted me ... As I was asking questions, he told me to stop asking questions and listen to him ... He was telling me that there are no records and he cannot do a refund or anything since the order does not exist ... I gave him the order number, CC number, all the info I had ... I asked to speak with a Supervisor/Manager and was told that no one is available...

Around the lunch time I called again hoping that I will find someone that could help me. A lady answered this time and told me same thing that the order does not exist, told her the story again, asked to speak with a Manager, same answer, the manager is not available. She suggested to try to email Customer service, maybe they can help me. I emailed but I am afraid that no one will contact me. I just want my money back.Desired Settlement: I just want my money back

Business

Response:

**. [redacted] has been contacted and further research was done on the missing order. The customer's credit card was authorized, though not charged. The order was held due to a sytem issue. We will process and ship order to arrive after 5/6 at **. [redacted]'s request.

Review: I have been consistently badgered and harassed with bills and demands for payment for a case of wine that was returned to sender on 08/13/13. I have now been threatened with collections for goods that have been returned to them.Desired Settlement: to stop the constant barrage of harassment for fraudulent billing for goods that have been returned and for damages if they have already ruined my credit history or name. Payment for all costs to clean up the stain on my credit reports that they have made, and a public apology documented that they made a mistake and lied and ruined my name.

Business

Response:

Thank you for the opportunity to respond to **. [redacted]'s concerns.

In November 2013 **. [redacted] contacted us regarding letters she was receiving regarding a past due balance. The order number she provided at the time was [redacted], which was shipped in May and returned for a full refund in June. We left a message informing her that the letters were not about order [redacted], but instead for an order that was shipped in August. She did not contact us again until January 6th. At that time we investigated the issue and determined that the August shipment (order [redacted]) had also been returned. A full refund for the order was issued at that time and the balance on the account cleared.

The letters that were sent to **. [redacted] were not reported to any agency, nor was the balance ever turned over for collections. As a result there has been no impact on **. [redacted]'s credit.

We are sorry for any frustration and inconvenience that **. [redacted] has experienced.

Sincerely,

Customer Service Manager

Review: In 2013 I joined the wine company club. I was told I could send back any wine I didn't like or want. I was told the company would contact me before they sent a shipment. I received my first shipment Christmas/new years holidays. In late April early May the company called me wanted to send me another shipment. Two phone calls asking me to accept another shipment. I told them each time I wasn't ready.May 14 I received an unwanted shipment. I called the company ###-###-####. I talked to "[redacted]" who told me they would have [redacted] send me an email with a return shipment label to return the wine. I wanted 2 weeks, no email. I called again- same story would have [redacted] email me a label. I have called at least 4 different times and received the same answer and no label to return the wine. The email address the wine company has on the emails they send me www.laithwaiteswine.com and the customer care email address do not work. They charged my charge card $1657.82 for the unwanted shipment. I now believe they have no intention of returning my money nor will they send me a shipping label to return the wine they sent me. I did stop my club membership and closed my account with them [redacted] and [redacted].the only way I have to contact this company is by telephone and when I call I get the same response "we will have [redacted] email you a return label and as soon as you return the wine we will refund your $167.82 "I need help.Desired Settlement: I would like a refund of the $167.82 the wine company charged my credit card for 12 bottles of wine which I did not ask for and do not want.

Business

Response:

Spoke with [redacted] and have advised her that a refund is being applied. She was satisfied with this outcome.

Review: An order placed on 9/27/2014 on Laithwaites.com was doubled by the company after the credit card information was entered. Original amount $263.98, but charged $527.96. The amount of the order was correct when displayed, but after credit card was accepted the ordered doubled. I immediately emailed the company to notify them of the website error and order problem. Company responded on 9/29/15 stating that they could not change or cancel the order, and that I would have to accept the order and return it. Since the order was not schedule to be received until 10/9/2015, I found this to be an unacceptable response or resolution. I then called the company on 9/30 and spoke to a supervisor that stated she was working with the "warehouse" and would give me an update by 4pm EST. I received no update or email follow-up form the company.

They were smug, and not willing to adjust or cancel the order. This is all an effort to force us to take the undesired quantity of product, and overcharge us for an order we did not authorize or can afford. This is fraudulent.Desired Settlement: All I was seeking was for the company to cancel the order, and credit my card before it shipped. As a former business owner, I know all to well how easy it is to cancel an order and process a refund on a credit card.

Business

Response:

We have spoken with [redacted] and resolved the issue.

Review: I contacted Laithwaites Wine on November 30, asking them to cancel my membership and stop all future wine shipments to me.

At 12:12pm on December 1, I received an account cancellation confirmation email from Laithwaites Wines.

Also on December 1, at 12:18pm, I received a second email from Laithwaites Wine that stated, “sorry to hear that your latest delivery of wine from us has come a little unexpectedly…” and that they would talk with their carriers to make sure that the shipment was intercepted. There shouldn’t have been a shipment as I had cancelled my membership the day before and which they acknowledged.

On December 2, a day after they told me that my membership was cancelled and no further shipments would be made, Laithwaites Wine charged my credit card in the amount of $171.98.

On December 5, four days after I received an account cancellation confirmation email from Laithwaites Wine, they sent me a shipping notification that stated, “your wine has shipped”.Desired Settlement: I would like a full refund in the amount of $171.98. Additionally, I do not want to, nor should I, take any responsibility for any Laithwaites Wine shipments to me.

Business

Response:

Thank you for contacting us.We apologize for the confusion - [redacted]'s recent wine delivery was in the process of being shipped before the membership was cancelled, and our attempts to stop the shipment in transit were unsuccessful.

Review: [redacted] sent me a $100 voucher coupon from Laithwaites Wine after attempting to retrieve the wine online as stated. The website stated I had to be a member to retrieve the wine special. There is no statement on the voucher as to me becoming a member first to retrieve the complimentary wine special it states the additional stipulation online. I feel this is false advertisement on Laithwaites to have you become a member.Desired Settlement: I want what the voucher stated. $100.00 towards my choice of outstanding wines. I want the discounted package worth $169.99 for just $69.99. M coupon number is 5597020. I want the mix red and white wines.

Business

Response:

We have contacted [redacted] to discuss her inquiries.

Review: On about April 3 my wife asked me when I ordered the wine? I told her that I had not ordered any wine she then said that the bank was holding $173. 18 in our account because of the wine shipment. I called Laithwaites Wine and ask them about the issue. The operator told me that I was on a automatic order for a case of wine every 3 months, I ask how that happened he said that when I ordered the first case that I was automatically put on the list. I told him that I did not want the wine, he just laughed, he said that he could not stop the order, even though it had not shipped, and when it arrived to refuse delivery and that I would get my money back in 7 to 10 business days. So, on the 16th of April when it arrived I refused shipment, I thought that when the time frame was over I would have my money, Wrong. I kept the email that said the wine was shipped(April 14) clicked on the tracking number sure enough the wine said that I had refused on the 16, but then it was delivered on the 18th to someone else. This was about the 20 of April so I figured they knew what was going on, Wrong again. Today, the 28 of April I asked my wife if the money was there yet she said no. I called Laithwaites Wine and asked what was going on since it was 15 days past the refusal date. The operator said that they would refund my money but it would be another 10 business days. That is when I asked to speak to a supervisor she said that she was sorry but that was company policy. She said that since it was refunded that it could show up today, tomorrow or in 10 days. They were real quick to freeze the funds, but really slow about giving them back. I can send the original email from them if it is needed.Desired Settlement: I simply would like my money back and to never be bothered by them again.

Business

Response:

We have contacted the customer to apologize for the issues he experienced with his return and confirmed that a refund has been applied. He is satisfied with this resolution.

Review: Mother's Day of 2014, my husband decided that he was going to surprise me with a wine club membership. Every 3 months, I was going to receive a new case of wine (12 bottles). After the first box came, I realized that the quality of the wine was sub-par. Some of it was bitter; others were tangy, and some were just down right disgusting. I decided that I was going to cancel the membership. Within 2 months, I had received another case; and, the money for the case was taken out of my checking account without authorization. I had to refuse the case of wine, ship the case of wine back, and then wait another 10 days for a refund.

Wait another 3 months, and again they have taken funds out of my account without authorization, and shipped out another case of wine. After being on the phone with a customer service person, who was less then knowledgeable about what to do, (I actually had to tell him how to handle it), and waiting on hold, about a half hour later...I again have to refuse the shipment of wine, and wait for a refund.

This should never happen to anyone.Desired Settlement: I want my account cancelled.

I don't want any further shipments

I want all of my money back

Business

Response:

We have contacted [redacted] and resolved the issue with her.

Review: I bought ONE case of wine 12/8/12 as a Christmas gift to be sent to my son in ** which was done. I believe the price for the case was approximately $80. Everything was fine UNTIL in March when I was notified by this Laithwaites Wine that my 2nd CASE of WINE had ALREADY shipped to my son in [redacted] I NEVER signed up for a 2nd case of wine and informed this Laithwiates Wine of this immediately. By then it was too late as case of wine had already shipped and was received and broken down and a bottle already drunk by my son and family. I believe this was "deceptive advertising" in that I NEVER signed up for cases of wine to be shipped every 3 months as this company said I did. They are fradulent and deceptive.Desired Settlement: I believe I should NOT be charged for 2nd case of wine which Laithwiates NOW tells me will be $140!!! This is definitely "switch and bait" policy as well as deceptive practices on the party of this shoddy wine company. I am very unhappy and dissatisfied.

Consumer

Response:

your complaint #[redacted].

Review: I joined Laithwite's wine quarterly wine club. I was supposed to receive 15 bottles of wine for $69.95 plus shipping and tax. I recieved the wine and the case contained 12 bottles of wine and a corkscrew set. I called customer service and was told I received the corkscrew set instead of the 3 bottle. I said I never asked for the corkscrew and everything I read on he card I received in the mail and the choice I made on the website was for 15 bott;les. I was offered free shipping on my next order. I said I wanted the 3 bottles of wine I paid for and didn't receive. I asked if they would just send me the 3 bottles and I was told "no". I did not want the corkscrew set in lieu of 3 bottles of wine and I did not knowingly ask for it. I paid for 15 bottles of wine and I want the wine.Desired Settlement: I would like the the two bottles of "[redacted] Spanish Gran Reserva"Venta anfd the one bottle of "**' [redacted] Prosecco" that I was promised and that I paid for when I joined. I would send the "corkscrew set" back at their cost if they want.

Business

Response:

We have contacted [redacted] and rectified the issue.