Lot 18 Holdings, Inc.

Thanks for bringing this matter to our attentionTo confirm, the customer was informed s/he was joining a wine club subscription serviceThe pricing and shipment schedule are printed, in detail, right next to the fields where customers enter their age and billing information on our enrollment
formIn fact, you can see this live online here: ***Here is the text printed on the form this customer used to self-enroll in our wine clubNote that it clearly explains that shipments are processed days after enrollment if the customer does not rate their tasting kit, which this customer did not do:
OFFER DETAILS
Your Wine Tasting Kit will be sent right awayIt will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine ProfileJust hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (full-size, 750ml bottles) for only $149 (a little over $per bottle), plus $shippingThat's up to 40% off the retail price! You'll receive a new case of wine, each bottle selected based on your profile, every other month thereafterYou'll always pay the same low priceYou may cancel or skip a shipment at any time on our website or by calling ###-###-####There are no cancellation feesWine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferencesIf you do not rate your wines or cancel within days of signing up, we’ll send you bottles of customer favorites for $plus $shipping
In conclusion, all of the information the customer says we did not provide was provided before s/he even had a chance to fill out their credit card information and request a membership with our wine clubAs the customer did not cancel their membership in the first days, another shipment was processed per the agreement they made with our companyIf the customer wishes to receive a refund for the value of the wine, they may return the packageInformation on our return policies is publicly posted on our website here: ***

Thank you for bringing this matter to our attentionTo confirm, Tasting Room is asubscription wine club serviceThis information is publicly available on ourwebsite and detailed on all enrollment pagesAll new members mustagree to the club's terms and conditions, which
includes authorizing the TastingRoom to process, charge and ship new packages of wines until the membership iscanceled*** *** agreed that s/he had both read and understood theseterms before submitting their payment and membership details on the date of4/**/15. Tasting Room offers members both flexibility and advance notice of upcomingshipmentsMembers need only visit their online account to do the following:Cancel a subscriptionChange the date of an upcoming shipment will be processedReview upcoming shipment datesMembers can also call the Tasting Room member services department for help withany of the aboveAccording to system records, *** *** logged intohis/her online account at *** on two different dates to makechanges to his/her subscription type and the date s/he would receive their nextwine club shipmentOn the date of 4/**/15, *** *** used the onlineoptions to change the pricing per shipment. Then, on the date of 5/*/logged into their account again and changed thingson their account. #S/he chose to only receive red wines in their shipmentsPreviously, s/hehad been enrolled to receive red and white wines. #S/he selected the option to have his/her next shipment charged and sentout earlier than originally scheduled. These changes occurred at 8:PM EST on 5/*/and were self-initiatedby the account holder (*** ***).To confirm, *** *** was originally scheduled to have his/her second wineclub shipment processed on 5/**/Instead, on the date of 5/*/15, ***
*** selected the option labeled "Ship Now" in his/her account.Choosing "Ship Now" means that you have elected to have your orderprocessed (i.echarged to your credit card and sent to fulfillment) within thenext hoursIf *** *** had not selected this option when making otherupdates to his/her account online, then the next shipment would not have beencharged and processed until 5/**/per the original schedule. When *** ***'s second wine club shipment was processed and charged, our systemautomatically triggered a confirmation email on 5/*/According to ourrecords, the order successfully charged and processed on 5/*/6:AMEST. It was not until the following day of 5/*/15, that *** *** got in touchwith the customer service department to cancel his/her membership via an emailsent at 12:AM on 5/*/At that point, s/he requested the most recent orderbe canceled as wellHowever, the order had already been charged and processedas *** *** had chosen this option when logged into their account on5/*/- about hours prior to requesting a cancellation for theaccount. Please note that memberships to the wine club can be canceled at any time overthe phone or onlineCanceling your membership will cancel any future orders.Canceling a membership does NOT retroactively cancel orders that were alreadyprocessed in the pastTo be 100% clear, Tasting Room does not cancel processedordersThis is stated in the wine club terms & conditions that all membersagree to upon enrollment in the clubIt is also explained in thepublicly-posted FAQs on www.tastingroom.comFurther, this policy was explainedto *** *** through email on 5/*/15. Again, we would like emphasize that *** *** logged into his/heraccount and chose to have the second wine club shipment processed daysearlier than originally scheduledThe order shipped out with *** on 5/*/15,which was the same date that *** *** contacted Tasting Room to requestthat the order be canceled, along with the subscriptionThe Tasting Room staffwas prompt and courteous in helping *** *** but our business was unable tooffer an order cancellationInstead, we provided *** *** withinformation on how to return the package for a refund for the value of thewine Accordingto ***, *** *** refused delivery of the order that they had requestedTasting Room process and ship out earlyThe refusal was logged by *** on 5/**/The package was subsequently returnedto a Tasting Room four days later, on 5/**/ As the package was returned,*** *** has received a refund for the value of the winesThe usual $15restocking fee levied on refused shipments has been waived To recap, *** *** hasreceived a refund after refusing his/her second wine club shipmentPrior tothis, *** *** had logged into this/her account online and requestedseveral changes, including different pricing-per-shipment, that all wines sentshould be red only, and that the order was charged and processed daysearlier than originally scheduledAfter the order was charged and processed,and the customer was sent an email confirmation, *** *** canceled theirmembership which canceled any future ordersWe hope that clears things upPlease let us know if any further information isneeded

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
As noted in my complaint, the merchant had fraudulently embedded the membership/renewing shipments verbiageThe merchant is incorrect in stating that I was explained about the terms of membershipI didn't voluntarily agree or sign up for any continuous shipmentsThe only transaction I ordered was for $on 02/**/which constituted a sample of winesAgain, after ordering this transaction on 02/** I ensured that my credit card information was not saved on the online profile, that I had to create to order this shipment; and it was not saved which is goodHow did the merchant charge me on 03/**/15? Is the merchant storing my credit card information in their system without my permission? Why did they charge my card on 03/**/without my consent as I didn't order it?As for the refund, I did reject the shipment from 03/** and was credited partial amount - $out of $This complaint is to request for full refundHence, request for the remaining $+ damages (for fraudulent practice of storing and charging my credit card with my consent, and the inconvenience caused)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
this is a shady businessthey offer a service of building a cutomer profile based on RESPONSES from the customerThis is what they advertise to set themselves apart from all the other wine clubs out there. I never received the taster and only received email that it was comingThe taser required my signature - I was not available for thatsomehow a box of bottles was left at my door and my card billed
The TOS does not allow for returns BUT the service sold by this 'business' was never fulfilled - only merchandise that they ship as non-returnable (by the way I live miles from where this was shipped from)Apparently this 'business' practice has teed off quite a number of people because as I started researching who to complain to, I found their pages inundated with the very same issue as my ownOBVIOUSLY this 'business' is more clear about their bait than they are the switch
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for bringing this matter to our attention
*** *** was enrolled to receive quarterly shipments of wine, from the *** *** wine club, between the dates of March **, and July **, During the course of her membership, she has was sent wine club
shipmentsShe is requesting a refund for a shipment that was processed while she was actively enrolled as a member of the wine clubThis shipment has since been delivered by UPS
The *** *** has clear, publicly-posted polices about membership and order cancellationsOur service team is also available and happy to help subscribers manage their shipments, whether this mean canceling a planned shipment, changing the date a shipment will be charged to a credit card or sent out via a carrier like UPSSubscribers can cancel their membership at any time and a membership cancellation will cancel any future or upcoming shipmentsMembership cancellation does not retroactively cancel orders that were already processed and charges to their accountThe *** *** is also happy to help members cancel specific upcoming shipments, before the order is charged and processed, while allowing the member to stay enrolled in the clubFinally, our customer service team can help customers choose the exact date and order will be charged to their credit card as well as assisting with scheduling shipping / delivery times.
The *** *** sends several notification emails to members, prior to the date of their next order, stating the day the order will be charged and providing contact information for our customer service departmentThese reminders are sent days and days before the scheduled order processing date, giving members ample time to request an order cancellation, address change, or to schedule a later date for order processing.
As stated on our website, the *** *** does not allow cancellations of processed ordersThis is stated in the publicly posted Frequently Asked Questions section that is accessible to both members and non-members alikeThe FAQs can be found here: ***
The relevant passage is here: Please keep in mind that orders cannot be canceled once they are processedAny orders processed before a membership cancellation is requested will still be shipped
Additionally, all enrollees must agree that they have read and understand our terms & conditions before their membership application is processed*** *** agreed to the *** *** policy regarding order cancellations in March 2014, when she enrolled as a member of the quarterly wine club*** *** most recent order was charged and processed on 7/**/as stated in the upcoming shipment reminder emails sent to her and days in advanceThe first reminder email was sent to her registered email account on 7/*/and was successfully delivered to her email service providerThe second upcoming shipment reminder was successfully delivered on 7/**/Though she had received these reminder emails, *** *** did not contact our service department to cancel her membership or the upcoming shipment prior to the order being processedShe has contacted our service team numerous times since her shipment was charged, shipped and delivered, via both email and voicemailTwo different customer service representatives have responded to ***'s requests, sending her multiple emails explaining our club policy regarding order cancellationsCopies of the email responses are attached.
On the date of Tuesday, 7/**/14, *** *** latest wine club shipment was delivered to her registered shipping addressAs the wine shipment is delivered and *** had not requested a shipment cancellation request prior to the order being processed, *** *** is not able to offer a refundWe appreciate the Revdex.com's help in mediating this dispute and if any further information is needed, please let us know

Thank you for bringing this matter to our attention*** *** self-enrolled in the Tasting Room wine club on the date of 6/**/and was canceled, per her request, on 8/**/Before *** *** was able to submit her membership enrollment and before her credit card was charged for
her first club shipment, she agreed to the club's terms and conditions, which included authorizing the Tasting Room to process, charge and ship new packages of wines until her membership was canceled.
During the course of *** ***'s membership, a total of shipments were sent out to herHer first wine club delivery, for the a six mini-bottle wine tasting kit, was returned to sender as *** was not available to sign for the packageThe Tasting Room member services department reached out to *** on the date of 7/**/to arrange for a new shipment to be sent out; *** worked with the service representative to have a new shipment sent, which was delivered by UPS on 7/**/14.
*** ***'s next shipment was processed days after her replacement shipment was processed, on 8/**/*** had the opportunity, between the dates of 7/**/and 8/**/to log onto her Tasting Room account and submit an online rating of the six mini-bottle wine tasting kit that was delivered on 7/**/If she had done so, she would have received a red and white WinePrint profile, which would have been used by the Tasting Room to curate her future shipments according to her taste preferencesThis is an optional service offered by the Tasting Room and while the club does actively encourage our members to take advantage of this unique feature, it is not mandatory or required before future shipments are processedThis is clearly stated in the literature and informational materials presented during enrollment as well as noted in emails to new membersAdditionally, it is publicly posted on the Tasting Room website in the "Frequently Asked Questions" sectionThe relevant passage states:
What if I don't rate the wine samplers you send me?If after days from when you placed the order for your wine samplers you don't rate them on our site, our wine curators will simply select a range of wines for your first wine shipment, and you can rate those wines after you receive themYou're not required to rate any of the wines we send youBut doing so enables us to create your Wine Profile and refine our selections according to your feedback.This can be viewed on the Tasting Room website, by members and non-members by visiting ***
Unfortunately, it seems that *** *** was confused about this aspect of club membership. To clarify, the optional ratings can only be submitted online, through the Tasting Room websiteThe Tasting Room does not give members physical "comment cards" to fill out and return with wine ratings, nor is this practice described in any of the Tasting Room marketing or informational materials
An order confirmation was emailed to *** on the date of 8/**/alerting her to the new shipment of six bottles that has just been processed on her accountThis is the order that *** *** references in her complaint to the Revdex.comOn 8/**/14, another email was sent to ***, letting her know that her package was on the way with UPSThe same day, *** contacted the Tasting Room via phone and requested that the order be canceled; she had not contacted the Tasting Room prior to 8/**/to either cancel the order or her membership. The representative helping ***, on the phone, explained the Tasting Room policy that processed orders cannot be canceled and that the member would still be sent any orders charged and processed before they canceled their membershipThe relevant passage from the publicly available Tasting Room FAQs states:
You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-#### or emailing us ***Please keep in mind that orders cannot be canceled once they are processedAny orders processed before a membership cancellation is requested will still be shipped
This can be viewed on the Tasting Room website, by members and non-members by visiting ***
Currently, *** ***'s final order from the Tasting Room is in transit with UPS. Per the Tasting Room wine club policy, a refund cannot be issued for the current shipment as it was processed while *** *** was actively enrolled in the wine club, three days before she contacted the Tasting Room to cancel her membershipTo confirm, *** ***'s subscription to the wine club has been canceled, per her request, and no further shipments will be billed or sent unless she chooses to re-enroll at a later date.
We appreciate your understanding and are happy to provide further information in resolving this complaint

As previously confirmed *** ***'s has already received a refund, less the initial shipping fee, per the Tasting Room wine club Terms that he agreed to upon enrollment. Additionally, *** ***s agreed to be charged and shipped wine club orders until he canceled his membershipAll payments were authorized per his enrollment agreementFurther, *** ***'s agreed that he both read and understood the Tasting Room policies before he submitted his enrollment and initial payment.As confirmed previously, email reminders are a courtesy that Tasting Room provides our members leading up to their order processing datesProcessing dates are also available 24/in each member's accountTasting Room does not guarantee that any email will be received although our business does attempt to send emails to registered account holders. Tasting Room does keep logs detailing if--and when--emails are received or undeliverable to a memberAccording to the logs, *** ***'s email client accepted receipt of the two courtesy reminders sent and days prior to his last shipment processing dateThere is also record that his email provider received the order confirmation email sent the date that his card was chargedWe suggest that *** ***'s reach out to his email service provider if he does not see these emailsDates of email receipt are below. Day Reminder - 1/* Day Reminder - 1/** Order Confirmation - 1/** Once again, to confirm, *** ***'s shipment was intercepted with *** and returned on 2/*/after Tasting Room received his request to cancel the shipmentOn the following day, 2/*/15, *** ***s received a refund for the value of the wine: $The $shipping fee was not refunded, per the Tasting Room Returns policyPlease note that the Tasting Room did waive the usual $restocking fee levied on returned shipments. If any further details are needed, please let us knowWe are happy to help!

I did a trial of the tasting room wine which required me to go onto the website and fill out information of the first wine shipment that I paid forThe website conducted its survey and then automatically executed another shipment of the next full case of wine without any kind of confirmation or review page to ensure I actually wanted to shipmentI immediately emailed the company and they instructed me to call them to cancelI called the next day as soon as they opened and they informed me that the shipment had already commenced that morning (5AM) and they could not stop it, which is falseThe actual shipment did not ship until days laterThey had plenty of time to cancel my shipment as I requested but chose not to despite my multiple calls and emails throughout the processI have refused the shipment from *** They have indicated they will charge me a restocking and return fee

Thanks for alerting us to this complaintAs it turns out, *** ***'s has already received a refund, less the initial shipping fee, per the Tasting Room wine club Terms that he agreed to upon enrollmentFurther, Tasting Room logs data on whether emails are received or undeliverableThe
records indicate that *** ***s received courtesy reminders, via his registered *** account, prior to his next order dateHe also received and responded to other correspondence sent by the Tasting Room to the same email accountPlease note that upcoming shipment reminders are a courtesy and not a requisite of membershipWine club members can also log into their online accounts at any time to view or modify their upcoming shipment dates, as well as to cancel their memberships*** ***s did not take advantage of these features prior to his 1/**/shipment processing date. To confirm, *** ***s was sent and received the following emails leading up to his latest shipment day:Day Reminder - 1/* Day Reminder - 1/** Order Confirmation - 1/** *** ***s did not contact the Tasting Room to cancel his membership until after his order was processed on 1/**The Tasting Room does not cancel processed orders, per the terms that *** ***s agreed to upon enrollment into the wine club on the date of 10/**/While processed orders cannot be canceled, memberships can be canceled at any timeTo confirm, *** ***'s membership was canceled on 1/**/which is the date that he first contacted the Tasting Room service department about the order that had been processed and charged days prior.Per *** ***'s request, Tasting Room filed a "Return to Shipper" request with the package carrier and ***'s order was returned on 2/*/On the following day, 2/*/15, *** ***s received a refund for the value of the wine: $The $shipping fee was not refunded, per the Tasting Room Returns policyPlease note that the Tasting Room did waive the usual $restocking fee levied on returned shipments.If any further details are needed, please let us knowWe are happy to help!

Thank you for bringing this matter to our attention
The Tasting Room does not have a subscription, canceled or active, belonging to someone named *** ***However, there is record of a canceled subscription associated with the email address *** *** provided
in their complaint to the Revdex.com
This subscription began on the date of January **, 2014, when the account holder self-enrolled into the Tasting Room wine clubBefore the account holder was able to submit their membership enrollment and before their credit card was charged for the first club shipment, they agreed to the club's terms and conditions, which included authorizing the Tasting Room to process, charge and ship new packages of wines until their membership was canceled. This subscription included an initial shipment of a wine tasting kit, a six-bottle shipment processed days after the date of enrollment and subsequent quarterly shipments containing ** bottles of wine.
The subscription was canceled on the date of May **, 2014, when the account holder contacted the Tasting Room service staff to request a membership cancellation.
During this time three shipments were processed on the following dates:
1/**/
2/**/
5/**/
During the course of the subscription, the account holder contacted the Tasting Room to push out the delivery date of their second shipment, which was charged to their credit card on 2/**/
The account holder first requested a delayed delivery for this shipment, via email to our customer service department on the date of 2/**/At that point, the customer service representative arranged a shipping hold, with our fulfillment warehouse and confirmed that the package would not ship out before the date of 3/*/14.
On the date of 2/**/14, the account holder sent another email requesting that the shipping hold be extended to the date of 4/*/This request was honored and the package shipped via FedEx with a delivery date of 4/*/14.
Upon reviewing the correspondence, we can confirm that on the date of 2/**/14, the account holder both extended their shipment hold and asked that the Tasting Room to no longer charge their credit cardHowever, the account holder did not request that their membership to the Tasting Room be canceled and it appears this is where the confusion startedAs the membership was still active, the next quarterly shipment was processed on the date of 5/**/An email confirmation with the order details was sent out to the account holder on the date of 5/**/The package was shipped via FedEx and the tracking number was sent to the account holder via email on 5/**/The package was delivered by FedEx on the date of 5/**/
The same day the package was delivered, the account holder contacted the Tasting Room service department requesting a refund for the delivered package and a subscription cancellationAt that point, the account holder's subscription was canceled and no further shipments have been charged or sent
I apologize, on behalf of the Tasting Room, for the confusion regarding this subscription cancellationAs the last shipment was sent in May, after the account holder requested no further credit card charges, Tasting Room has issued a full refund totaling $168.99, for the delivered goodsThe funds have been returned to the purchasing credit cardWe ask that the account holder give their bank a few business days to process the transaction
If any further details are needed, please let us knowWe are happy to assist!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I should not be charged $in shipping for wine I didn't orderI have also disputed the fall charge with my credit card companyJudging by the quality of the samples I purchased, the entire case of wine they sent was probably not worth $
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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 resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I had no intention of changing the ship date of wines. The ONLY CLEAR COMMUNICATION from the company was that my "next" shipment would be May **. At no time did I understand that would be changed.Every other club of any kind of which I am aware has sent notices of a pending shipment PRIOR to sending, with details as to the cost and what exactly is proposed to be shipped. This company only sent an email AFTER the shipment was made, which I consider intentional to avoid the possibility of rejection. So, it's not a mutual agreement and no contract can be claimed.I believe it is wrong to have sent me an email that my NEXT shipment would be May ** without sending another email that that had changed, prior to shipping anything. A copy of the email is attached.Their business practice seems confusing by design, which is a poor business practice There are many other past customers who complained about this business and their practices online. Unfortunately, I did not see them until after my problems with the company. That the company is intend on defrauding was evidenced by the response of their representative. Rather than apologize for the shipment or any confusion about their practices, she immediately insisted that it was in the fine print of some agreement. I believe an actual email stating the next shipment was sometime in the future rules until there would be another email attesting otherwise.If this was a simple error on my part, I would accept the cost; however, I do believe the business practices is designed with the intention of being confusing and anti-consumer, which is my greatest concern Furthermore, after canceling my "membership" due to their practices, they sent an invitation to order wines on my schedule without their "membership." This Form Letter style email demonstrates that I am not the only one to find their "club" atypical and abusive.This is not a reputable way of doing business and they know it; otherwise, they would be more apologetic about the outcome and there wouldn't be as many complaints online about their practices.Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thanks for bringing this issue to our attentionTo confirm, the customer self-enrolled into a subscription wine club service and authorized our company to automatically charge his/her credit card for wine club shipments as long as the membership was activeIn fact, here are the Offer
Details as stated on the online enrollment form the customer used to sign themselves up:
"Your Wine Tasting Kit will be sent right awayIt will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine ProfileJust hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (full-size, 750ml bottles) for only $149 (a little over $per bottle), plus $shippingThat's up to 40% off the retail price! You'll receive a new case of wine, each bottle selected based on your profile, every other month thereafterYou'll always pay the same low priceYou may cancel or skip a shipment at any time on our website or by calling ###-###-####There are no cancellation feesWine deliveries are not contingent upon rating the wines in yourWine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferencesIf you do not rate your wines or cancel within days of signing up, we’ll send you bottles of customer favorites for $plus $shipping."
Please note that these Offer Details state the following:
The pricing
The schedule of shipments
Instructions on how to cancel a membership
Thus, the customer was fully informed PRIOR to submitting their billing information and initial payment, exactly how the club works, when shipments would be charged, the pricing for shipments and how to cancel a membershipIf the customer did not agree to these terms, they simply could have not enrolled as all relevant details were presented prior to submissionA copy of the enrollment page is attached for the Revdex.com reviewThe details can be viewed live online here: ***
This customer enrolled on the date of 12***/On 1/**/our business sent the customer a notification that they would be charged for another shipment in days, on the date of 1/**/On the date of 1/**/2016, days after receiving the upcoming shipment notification, the customer responded directly to the email about the upcoming order stating they wanted to cancelIt was unclear whether the member wished to cancel the upcoming order or their account entirelyMembers wishing to cancel their account can do so online or over the phoneas is noted on our enrollment materials and websiteIn response, a service representative cancelled the customer's upcoming order, which had been scheduled for 1/**/The service representative emailed the customer back to confirm the order cancellation as well as providing detailed instructions on how to cancel the account over the phone or onlineThis is what the resply from our service team explicitly stated:
"Thanks for your message! Your order for January has been canceled and your next order is scheduled to be processed on 3/**.
Sometimes when our members email us to cancel their accounts, it’s because they weren't aware of the options available to themDo you want to cancel because: You're getting too much wine? You can adjust the amount of wine you receive on your Club Management page: ***You’re getting too much red, too much white or you want to mix things up? You can also change this on your Club Management page: ***You want your shipments to come more or less often? You guessed it -- just visit -- your Club Management page: ***Although it happens rarely, some members feel like they aren’t getting wines that fit their personal tastes closely enoughJust give us a call at ###-###-####, and one of our wine-obsessed Member Services reps will discuss with you the types of wines you prefer and the ones you don’tWe'll adjust your profile and try to get things right on your next shipment. In the unlikely event that you still want to cancel your subscription, you may do so by calling ###-###-#### on weekdays between 10am and 6pm Eastern Time (certain holidays excluded)You may also visit https://www.tastingroom.com/account/cancel and follow the cancellation instructions. Many thanks, Tasting Room"
The customer did not cancel their account online or over the phone until the afternoon of 3/**/At that point, their second wine club shipment had already been charged, processed and they were notified via emailThis is the same exact date that the customer was informed, via email, both by our service representative in January and by our automated courtesy email system that sends reminders and days in advance of a processing date.
The customer's shipment was subsequently returned to our fulfillment center and refund, for the value of the wine was processed on 4/*/This is in keeping with our policy on undeliverable shipments, which states:
"If your order is undeliverable and is returned to us we will process the return and refund your card, minus any original shipping charges, and charge a $return shipping fee."
This is publicly available on our website's Frequently Asked Questions (FAQ) and in the TermsLinks to both are below:
***
***
In conclusion, the customer self-enrolled is a subscription wine club service agreeing to receive automatically charged shipments on a explicitly stated scheduleAs we have demonstrated, the customer was notified via email of the dates on which they would be charged for new shipmentsThis information was also available online in their accountThe customer was also sent full instructions on how to cancel their membership, if they desired, prior to being charged for further shipmentsAgain, this information was also available online, on our websiteThe customer did not cancel their membership until after being charged for their second wine club order, the date of which had been sent to them via email, as well as available in their online accountThe account is now canceled and no further orders will be charged or processed unless the customer reactivates the membership at a later dateMeanwhile, the customer's package was subsequently returned and they have been refunded properly per our policy on returned packages.
Thank you for your time

Revdex.com:
I did not accept the package and they were obligated to refund the entire cost
At this time, my complaint, ID ***regarding Lot has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***

Thank you for bringing this matter to our attention. *** *** was fully refunded on 6/**/14, which is the date she left a voicemail message with Tasting RoomAn email confirming the refund was sent to the email address *** *** registered on her Tasting Room account:
***A copy of the confirmation email is attached.
Three service representatives, of the Tasting Room, have tried to help *** *** with her returned package but she had not responded to directly to any of the messages sent to the email address registered on her Tasting Room account.
Previous to her phone call on June ***, *** *** was in contact with two different Tasting Room representativesOn the date of 4/**, *** emailed our customer service department to let us know that she was out of town when her package was out for delivery and that the package was in the process of being returned to sender by UPS (the package was not returned to our warehouse until 4/**/14)
In response, a Tasting Room representative emailed her back on 4/** to confirm that we would send another package of wine to *** and asked that she confirm that the shipping address on file was correct (emails attached).
On 4/**, *** emailed our member services team again restating that her shipment had been returned and providing a new shipping address in her emailThe email she sent on 4/** did not seem to be in response to the message our representative sent her on 4/**In response, another service representative promptly replied via email, requesting that *** update the address in her Tasting Room account so a new shipment could be processed to the correct address and letting her know that we had contacted her the day before about the returned package
*** did not contact our service team again to confirm that she had updated her account details (allowing our service team to process a new shipment to her new address)The next contact from *** was the above-mentioned voicemail on 6/**/After receiving her voicemail, a third representative promptly refunded ***, on the same day of 6/**/14, for the full total of $64.86, for the returned shipment and canceled her Tasting Room wine club membership An email, confirming the subscription cancellation, was sent to ***'s registered email addressAdditionally, the representative sent *** a personal email confirming the refund (attached)

Thanks for bringing this matter to our attentionPlease note this customer self-enrolled into our wine club subscription serviceThe customer had not canceled their account as of submitting this dispute with the Revdex.com although our business provided instructions on how to cancel via email upon
customer's requestTo confirm, the Tasting Room has canceled the membership in response to the dispute.Customer self-enrolled on the date of 11/**/When the customer enrolled, they agreed to the following Offer Details printed in large text on the same form they used to enter their credit card info and billing addressThis information can be seen live online here as it is the same enrollment form the customer used: ***
Note that it explicitly states that customers who do not submit tasting kit ratings in the first days will receive an order comprised of customer favorites, which is what happened here as the customer did not submit ratings online in the first daysFurther, the Tasting Room attempts to contact members via email and days prior to an order processing dateThough receipt of emails is not guranateed; it is our standard practiceFurther, customers who have not rated their kits are sent emails specifically encouraging them to do soFurther all information about upcoming shipment dates, as well as the ability to change the date or request a cancellation of the membership, can be found online in each member's account or can be requested of our customer service team. Please note that this customer did not cancel the account or change their shipment scheduleTheir account was canceled upon receiving this disputeThe customer's first contact with our company occurred on 12/**/15--nearly hours after they were contacted that a new order had already been charged and processed on their accountThe customer then sent an email requesting cancellation info and our company promptly responded with information on how to update their account features and cancel their membershipMore than hours have passed since the customer was sent instructions via email; the customer had neither logged into their account nor canceled the membershipTo confirm, we do not offer cancellations on processed ordersCustomers may cancel their membership at any time, and this will cancel upcoming ordersIt does not cancel orders that were charged and processed prior to the membership cancellationAs the customer did not cancel their membership, an order was processed per the agreement they made with our companyAt this point, the customer has the option of returning the package to receive a refund for the value of the wineDetails on our return policies are found on the publicly posted on our website's FAQs (where our cancellation policy is also found): ***
If any further information is needed, please let us knowTo recap, we have included:
A link to the actual enrollment page the customer used to sign themselves upThe Offer Details printed on this enrollment page explaining the frequency of shipments, rating timeline, and description of the types of wines that are sent should a customer not rate a tasting kit within the first days of membership.
Confirmation that the customer's latest order was authorized and processed on scheduleConfirmation that the customer's account was canceled in response to this dispute; as the customer had not canceled it themself although they had been emailed full instructions on how to do so on 12/**/ACTUAL TEXT FROM THE ENROLLMENT FORM:
our Wine Tasting Kit will be sent right awayIt will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine Profile.Just hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (full-size, 750ml bottles) for only $(a little over $per bottle), plus $shippingThat's up to 40% off the retail price! You'll receive a new case of wine, each bottle selected based on your profile, every other month thereafterYou'll always pay the same low price.You may cancel or skip a shipment at any time on our website or by calling ###-###-####There are no cancellation fees.Wine deliveries are not contingent upon rating the wines in yourWine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferencesIf you do not rate your wines or cancel within days of signing up, we’ll send you bottles of customer favorites for $plus $shipping

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]While one page of the enrollment form does states that "Wine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferences," this information does not show up until the 3rd pageAgain, as mentioned, the first two pages of the enrollment for state verbatim: "AFTER rating your mini-bottles, we'll send you your first shipment of full-sized bottles..." Please reference the attached screenshot for verificationAs there is no asterisk providing further clarification, therefore this statement made twice on the enrollment format is in direct conflict with both *** ***'s policies and the information contained in latter pages of the enrollment formIf *** *** strives to be as clear as possible as the prior message states, then there should be no problem changing the first two pages of the form for further clarityThe majority of *** ***'s Revdex.com complaints are regarding this exact same issue, which means there is a clear miscommunication and possible intentional misdirection on *** ***'s partThere is no excuse for leaving the enrollment pages as they are
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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 resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Lot 18-Tasting Room made it so my account could not be
canceledI called for several days and not once was a call answeredI even
started leaving voice messages requesting a return callThis company ignores
customersBecause I did not get to speak with someone prior to the shipment being
sent, I did not get to cancel this orderMultiple voice messages and emails
were sent requesting a return phone callA return call has never been received
I posted on the company’s *** page to see if anyone else was having
difficulty with Lot 18/Tasting Room’s customer service, they then deleted my
post and made it so I could not post again If this company answered calls during business
hours, I would have been able to cancel
Sincerely,
*** ***