Lot 18 Holdings, Inc.

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]
The company is mistaken in what they said was offered and my replyI replied on November *** with an email stating "I am happy to have the order reshipped but if *** will deliver Tuesday through Thursday, I am in class so them holding it was really key" That email was NOT replied to and when I followwith the seller on November *, about why they didn't reply their response was "I apologize for the lack of response but we had already explained our procedure to you and there was nothing further that I could offer you as an explanation."
It was not that I didn't accept to have it reshipped assuming shipping charges were waived, it was they chose not toI canceled m account after I received their reply on November * saying that they didn't feel the need to reply because I found that to be incredibly poor customer service Please not they did not refund the dollars yet, and I do believe they should refund the
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:
Completely falseI did not receive any emails days or days prior that they would be shipping an orderOn the initial sign up it says to send a response with what wines we like to START receiving shipments of wineI never sent any information back or filled out a profile, "selecting my wines"These are deceptive practices and they know exactly what they are doingThe ONLY emails I received that my items were shipped was on the *** of November which were the wine samples and an email the *** of December of for this order.
I did not receive an email on how to cancel, if you go to the page it says to cancel your membership to send an email to the company or to call during business hoursI emailed on the *** of December at 9:AM requesting cancellation and they cancelled my membership on the *** of December.
I will not accept the shipment as it states someone over has to sign for it and I would like to know when they will process the refund of $to my account.
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 in the Tasting Room wine club between the dates of 6/**/and 8/**/She enrolled to receive shipments of two bottles of wine each monthDuring the course of her enrollment, three
shipments were processed on her account:
6/**/
7/**/
8/**/
The first contact Tasting Room received from *** was a voicemail left on 8/**/14, requesting a cancellation of her accountPlease note that ***'s August shipment was processed earlier on the same dayThe Tasting Room's policy, which *** agreed to upon enrollment, is that orders cannot be canceled once they are processedIn response to the voicemail, ***'s membership was cancelled and a confirmation was sent to the email address registered on her accountThis email stated that any orders that were processed would still be shipped
On the date of 8/**/14, *** left another voicemail for the Tasting Room service departmentAn email was sent to *** confirming that her membership was canceled and included the tracking information for her latest (and last) wine club shipment
Tasting Room has no record of any contact, by email or phone, from ***, before the date of 8/**/Our business logs all emails, voicemails and recordings of phone calls received by through our customer service departmentUnfortunately, the logs show no earlier contact from ***, either from her email address or phone number registered to her accountThe first record of contact was 8/**/14, after her August shipment was charged and an email notification of the new order was sent out to her.
We can confirm that ***'s account is canceled, unless she choses to reactivate her subscription at a later dateThis means no further shipments will be sentAs we have no record of an account cancellation request prior to her August shipment being charged and processed, the Tasting Room cannot issue a refund or accept a return per the Terms of Service *** agreed to upon enrollmentThis information is publicly posted on the Tasting Room website, in our Frequently Asked Questions section, as well as available for review during enrollment, before submitting credit card payment.
The policy regarding cancellations can be found here: ***
"You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-#### or emailing us at***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."
If you need any further information, please let us knowWe are happy to provide additional documentationThank you for your help in resolving this complaint

Thank you for bringing this matter to our attentionWe have reviewed *** ***’s complaint and have supplied further details and documentation to support our claim.
To give a little background, Tasting Room is a wine club business, and upon joining, our members agree to
receive automatic shipments until they cancel their subscriptionThe first shipment is sent out at the start of a membershipThis includes a tasting calibration kit featuring six mini-bottles of wine samplesRating these samples through our website will generate your red and white wine “profiles” and your future shipments will be customized based on the taste preferences that emerge from your rating submissions
While our company encourages our club members to rate the tasting kits, we do not require that members submit ratingsIf a member chooses not to submit their tasting kit ratings, subsequent shipments will still be processed and sent for the duration of the membership
We do state, during the enrollment process and publicly, on our website, in our Frequently Asked Questions section, that shipments will be sent automatically unless the member contacts us to cancel their membershipAdditionally, we state that orders cannot be canceledWe make no claim that shipments are only sent after a tasting kit rating is submitted.
In regards to *** ***’s complaint, we confirm that he was enrolled in the Tasting Room wine club between the dates of 3/*/and 4/*/Upon enrollment, and before his payment was processed, *** *** agreed to the club’s terms and conditions, including the details outlined above
On the date of 3/*/14, his tasting kit shipment was shipped out with UPSAn email notification was sent to *** *** with his tracking number, so he would know the date on which deliveries would be attemptedSubsequently, UPS made their standard three delivery attempts on 3/*/14, 3/*/and 3/*/No one was available to sign for the delivery (an adult signature is required by law, as the shipment contained alcohol)UPS then held the package for piuntil the date of 3/**/As *** *** did not pick up his package, UPS returned it to our shipping warehouse.
The returned package arrived back to the warehouse on 3/**/That same day, one of our service representatives emailed *** *** to let him know the package was returnedShe asked that he confirm the shipping address on file was correct before she processed a replacement shipment for the returned kit
*** *** did not contact our service department back until the date of 4/*/In the meantime, as part of his membership agreement, his next shipment was automatically processed, shipped and deliveredThis shipment featured six standard (750mL) bottles of wine and a total of $was charged to *** ***’s credit card
Multiple notification emails were sent to *** ***, letting him know that the shipment would be processedThis was followed by an email notifying him of the shipment details after the order was processedFurther, an email with his tracking number was sent upon the package being shippedDuring the period leading up to his next order, *** *** could also log into his Tasting Room account to view the same information that we emailed to him.
On the date of 4/*/14, *** ***’s second shipment from the Tasting Room was successfully delivered by UPSOn the following day, 4/*/14, *** *** replied directly to the email our service team had sent him on 3/**/14, and stated that he had not received his first shipment, for the tasting kitHe also requested that we stop the automatic shipments and billing for his account and inquired whether a refund, for the returned kit shipment, would be processed.
On the date of 4/*/14, our service representative processed a full refund of $for the returned tasting kit shipment, back to *** ***’s credit cardAdditionally, the representative canceled *** ***’s wine club membershipA cancellation confirmation email was sent out to *** *** and our representative also sent him another email confirming that his membership was canceled and that a refund was processed for the returned tasting kit.
In reply to our representative, *** *** then requested a refund and return shipping label for the second shipment of wine that was delivered to him while his subscription was still activeOur representative explained that we could not accept a return or issue a refund for the shipment, as *** *** did not cancel his membership before the order had been processed and deliveredThe representative also explained that it is not our club’s policy to require that our members rate their tasting kits before further shipments are processed, as *** *** seemed to misunderstand this part of our service agreement.
The correspondence between our representative and *** *** is attachedIt begins on the 3/**/14, the day we initiated the exchange, by sending *** *** an email about his returned package notificationWhile we are sorry that the club was not to *** ***’s liking, our business upheld our agreement with himHis shipments were sent on the schedule; he was provided with the dates on which his orders would be processed; he was sent email reminders before his second shipment was charged; he was sent tracking numbers for both of his shipmentsAdditionally, we reached out when his first package was returned, to confirm the best address to send a replacement shipment to (at no additional cost to *** ***)Upon his request, we refunded him for the returned shipment and canceled his membership so no further shipments or charges would be incurred.
The $refund that *** *** is requesting is for a shipment that was processed and delivered to him before he canceled his membershipWe hope the explanation above, as well as a review of our business’ terms and conditions, will show that *** *** is not entitled to a further refund from our company as he did not request a membership cancelation until after his shipment was processed and delivered.
If *** *** is unhappy with the quality of the wines he received, he is welcome to contact our service department (***), as noted in our FAQsWe are happy to offer a website credit, redeemable with our parent company, Lot18, an online wine retailer.
We appreciate the Revdex.com’s time and assistance in resolving this complaintIf any further information is needed, please let us knowWe are happy to provide whatever documentation is needed.
For reference, our company’s terms and FAQs are linked below:
***
***

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 never rated the sample wines sent to me and I contacted them the day after I received their email advising me of the shipmentI find their business practice of shipping product without hearing from their customers to be sneaky for lack of a better term and does not promote good customer relationsWhy would I agree to take full bottles of wine that I never tasted or ratedMy so called profile was 3-questions regarding things like how I drink my coffee or what type of fruit I likeIn all honesty I was ordering the samples to give to my older son who is more of a wine drinker than myselfSince he lives in Manhattan and I live in New Jersey I hadn't been able to give the samples to himI refused delivery of the wine on 9-** and expect a refund before I consider this matter closed
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 attentionTo confirm, the customer's package was refused and a refund of $149.00, for the value of the wines in their shipment, was issued back to his credit card on 4/*/15. Per the terms the customer agreed to upon enrollment in the ***
*** wine club, the $shipping fee was not refunded. Please note that the customer not only agreed to have both read and understood this policy upon self-enrolling into the *** *** wine club, this information was also explained to them via email and over the phone on 3/**/2015.Here is a timeline of events relating to the customer's membership:2/**/- The customer self-enrolled to the *** *** website agreeing that they had both read and understood the membership terms, including the cancellation and return policiesCustomer agreed to be charged and sent shipments of wine with the first shipment processed on the date of enrollment and the next processed days later. 2/**/- Customer's initial shipment was charged and processedThis shipment consisted of a tasting kit including six miniature wine samples 2/**/2015 - *** delivered customer’s first wine club shipment.3/**/@ 12:p.mEST- Customer's second shipment was charged and processed.3/**/2015 @ 1:p.mEST - Customer contacted *** *** service department for the first time, through emailIn reply, Customer was emailed instructions on how to cancel their membership and the club policies regarding order cancellation and returns were explained.3/**/4:p.mEST @ Customer contacted *** *** service department for the second time, via phoneCustomer’s membership was canceledPolicies regarding order cancellation and returns were explained3/**/- Customer's second shipment was refusedPackage is in transit with ***, back to the *** ***.4/*/- Refund of $processed to customer's purchasing credit card for the returned package Original shipping fee of $was not refunded, per the customer’s agreement with *** *** terms and conditionsTo be clear, memberships may be canceled over the phone or onlineRemoving or changing saved shipping or billing information does not constitute membership cancellation. Please note that the customer agreed to the club Terms on the date of 2/**/This means the customer agreed to be solely responsible for any damage that results from their use of the *** *** services and productsThus, the customer is not eligible for “damages.” The relevant passage is below:ANY PRODUCTS OBTAINED THROUGH THE USE OF THE SERVICESIS DONE AT YOUR OWN DISCRETION AND RISK AND THAT YOU WILL BE SOLELY RESPONSIBLEFOR ANY DAMAGE THAT RESULTS FROM YOUR USE OF THE SERVICES AND PRODUCTS.To confirm, the customer's membership is canceled so no further orders will be processed or charged unless they choose to reactivate his subscription at a later dateThe customer has also received a refund, for the value of the wines, for the returned packageIf any further information is needed, please let us knowWe are happy to help

Thank you for alerting us to this disputeSummary: Customer did not cancel their membership to the wine club until days after their second order (which they are disputing) was charged and they were notified via emailThe order was returned to sender and the customer has received a
refund. The customer self-enrolled in the Tasting Room wine club subscription on the date of 7/*/At that time, a shipment of tasting wines was sent out to the customerPer the Offer Details the customer agreed to upon enrolling, the customer had days after their enrollment date to cancel before their second wine club shipment was processedThe customer did not cancel the membership in those days, so a second wine club shipment, for full-size bottles, was processed on the date of 8/*/Email notification confirming the order was sent to the customerPlease note our system also sends advance notice of upcoming shipments, both and days prior, as a courtesyReceipt of the notifications are not guaranteed and orders will be processed whether or not customer receive the emails, but sending upcoming order notification emails is our business' standard practice. The customer's package was shipped via UPS and the customer refused the delivery with the carrier on 8/**/The package was returned to our company's fulfillment center on 8/**/and a refund, for the value of the wine plus tax was issued on 8/**/In keeping with our returns policy, a $return shipping fee was charged and the original shipping fee of $(plus tax) was not refundedAn email confirmation has been sent to the customer detailing the refund
This policy is outlined on our website in the FAQs and Terms
"What if I refuse my shipment?
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."
***
The customer canceled their membership on the date of 8/**/(note: this is days after the order in question was processed and the customer had been notified by email both that they were charged and when their tracking number was available).
As the customer is canceled, no further orders will be shipped or processed unless they choose to re-activate their subscription at a later date.
We appreciate the Revdex.com's help in resolving this matterPlease let us know if any further information is required

Good afternoon,
As previously noted, the voicemail from this customer came in after the shipment was processedWe did not receive cancellation requests previously and have record of only one phone call made by this customer, which resulted in the aforementioned voicemailWe responded to the customer's cancellation request, sent by email on 1/**, with both a personal email noting that the current shipment would not be canceled and with the standard confirmation email sent whenever a subscription is cancelled, which also notes that any current orders will not be canceled.
In addition to servicing cancellation request promptly, the customer has confirmed receiving the previous shipment notification emails, stating that an order would be processed on January **We can also confirm that the notification emails were received as our system logs both the date emails are accepted by an addressee's email client and the date and time when the addressee opens the emailsAccording to the records, the first notification of an upcoming shipment was sent days before the order was processed, on January **, 2014 at 5:p.m. This email was received and opened by the addressee on January **, at 5:p.mThe second notification of an upcoming shipment was sent days before the order was processed, on January **, at 5:p.mThis email was received and opened by the addressee on January, **at 5:p.m As we did not receive a request, via email or phone, to cancel the subscription, the next order was processed on January **, 2014, the order date stated in the previous notification emails and in the customer's account details on the Tasting Room website.
Please note that in addition to notification emails sent before an order is processed, the upcoming shipment dates are also listed in each wine club member's account through our websiteIn light of this, we are not able to cancel the processed order per the clubs Terms & ConditionsAgain, we can confirm that the membership was cancelled on 1/**/14, the day the cancellation requests were received, and no further shipments will be charged to this customer unless they contact us to re-instate their subscription.
Thank you for your time

Attached is the order form that the customer used to enrollIt clearly states the following:"OFFER DETAILSYour Wine Tasting Kit will be sent right awayItwill include simple instructions on how to rate thewines included in the kit and receive your FREEWine Profiledays after ordering your kit, unless you cancel,you'll receive your first shipment of wine (full-size, 750ml bottles) for only $(a little over $12per bottle), plus $shippingThat's up to 40%off the retail price! You'll receive a new case ofwine, each bottle selected based on your profile,every months from your enrollment dateYou'llalways pay the same low price.You may cancel at any time on our website or by calling ###-###-####There are no cancellationfees.Wine deliveries are not contingent upon rating thewines in your Wine Tasting Kit, but we encourageyou to rate them to ensure we send you wines thatbest match your preferences."By submitting their enrollment, the customer authorized *** *** to charge their credit card for wine club shipments until they canceled their membershipAs you can see the, the schedule of shipments was listedThe customer's second shipment was scheduled for days laterSubsequent shipments would be processed and charged every months from the customer's enrollment date. Nowhere does it state that the customer was only purchasing a tasting kit and that no further shipments would be processedThe text is very clear in stating the frequency, pricing and schedule of future shipmentsIf the customer did not want to be charged for future shipments, they had the option of not enrolling or canceling the membership within the first daysAs the customer chose to enroll and did not cancel in the first days, *** *** upheld the agreement and processed another order. There is an option to purchase tasting kit vouchers available on our wine club websiteThese are part of our prepaid subscription options available to customers who prefer not to be enrolled in automatic shipmentsPlease note that the customer did not choose this option and instead enrolled themselves into a wine club membership under the Offer Details outlined above. If additional information is 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 find that this resolution is satisfactory to me and the matter has been resolvedThe refund was given today
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:
they just keep repeating that they are right to steal and lie to customersi am hiring an attorneyI've been lookign around and I am not the only person they have done this to
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:
[Your Answer Here]
Well I appreciate the fact that you at least responded to my complaint, but you didn't really address 90% it. In fact your response seems as if you didn't even read my complaint. You kinda addressed the cancellation issue, but again failed to see that my complaint mentioned I DID try to cancel online. It doesn't let you. When I finally found the place to cancel I clicked it and was redirected and told to email in my cancellation. I did email your company on April *** to cancel my membership, but DID NOT receive a response. I had to call in two additional times to get it canceled and on April *** it was finally canceleddays after my initial email requesting my account be canceled right away.
Also, you failed to address the return issues. You make it sound like returning the wine is not a problem, but it really is. The main problem is that as a customer I AM NOT LEGALLY ALLOWED to ship wine across state lines, so how on earth would I return the wine? You guys don't provide return shipping labels which is what I asked for. I was clear when asking that I expected to have to cover the cost of the return shipping, but even with that I was told by customer service that you guys DO NOT do that. So your return policy is not at all customer friendly and is in fact rather misleading. I'm not even sure you have a license to ship wine to Florida for that matter. I know you guys use a winery partner in California to "ship" your wine since you as a company are not allowed to ship wine across certain state lines, only a winery can ship itYou didn't address the rudeness at which your customer service agent spoke to me as a customer when I called in to request the return either!
I don't think my request for a prepaid return shipping label (at my expense) and a refund of both of my unopened orders, that are still sealed inside the original box you sent them in is very much. Especially since you offer returns, and 100% customer satisfaction!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To confirm, *** ***'s membership to the Tasting Room wine club was canceled, per the customer's request, on 11/**/However, the order that *** is contesting was processed prior to the cancellationThe Tasting Room policy, that all members agree to upon enrollment, is that processed orders
cannot be canceled. Canceling membership to the Tasting Room wine club will cancel any upcoming orders that have yet to be processedMembership cancellations do not retroactively cancel past orders and the Tasting Room does not offer cancellations for orders processed prior to a membership termination request. *** *** enrolled into the Tasting Room wine club on the date of 10/**/During enrollment, *** *** agreed to the Tasting Room terms and conditions, including our policy regarding order cancellations. Before any prospective customer is allowed to complete their order, they must agree that they have read and understand the terms and conditions, which *** agreed to before submitting payment on 10/**/Additionally, all of the basic information regarding a Tasting Room wine club membership such as costs, and future shipments, were laid out on the same webpage that *** *** used to enroll in the wine club. During enrollment, *** *** was informed that a second wine club shipment would be processed in days. The Tasting Room offers members advance notification of upcoming orders and the flexibility to change or cancel ordersUpcoming shipment dates are listed in each member's account alongside online features that allow members to schedule the date their next order will be processedMembers can push their next shipment date up to year into the futureMembers can also request that an order ship earlier than scheduled. As *** *** did not cancel their membership or contact the Tasting Room during the day period after enrollment, their next order was process on the scheduled date of 11/**/After the order was processed, *** was contacted via email with the order detailsIt was only in response to the order confirmation email that *** requested a membership cancellation and contacted the Tasting Room customer service departmentAt that point, our customer service staff explained the order cancellation policy both verbally, during a phone call, and in writing, via an email*** was also provided with details of our return policies and proceduresPlease note that information about the return policy is also publicly posted on the Tasting Room website in our FAQs (Frequently Asked Questions) section. As *** *** refused delivery of the package, a refund for the value of the wine has been issued, for the total of $Per the Tasting Room Returns policy, a restocking fee of $was chargedAs *** *** has canceled their membership, no further shipments will be processed or sent unless *** chooses to re-enroll at a later date.For more information about the Tasting Room's policies on order cancellations and returns, please visit our FAQs: ***We appreciate the Bureau's help in resolving this complaint and are happy to provide any further details

Thank you for bringing this matter to our attention
The customer, *** ***, was enrolled in the Tasting Room wine club between the dates of 9/*/and 10/*/The customer self-enrolled online on the date of 9/*/During the customer's enrollment, they received two wine club
shipments
The first shipment was processed on 9/*/and delivered by UPS on 9/*/14.
The second shipment was processed on 10/*/and delivered by UPS on 10/**/The signatory for the second shipment is listed as "***."
The Tasting Room did not receive any contact from the customer until the date of 10/*/To confirm, the customer's second wine club order was processed at 11:a.mon the date of 10/*/This triggered an email notification to the customer containing the order details
Tasting Room has no record of any contact, by email or phone, from this customer, before 2:p.mon the date of 10/*/Our business logs all emails, voicemails and recordings of phone calls received by through our customer service departmentUnfortunately, the logs show no earlier contact from the customer, either from their email address or phone number registered to their accountThe first record of contact was 10/*/14, after their October wine club shipment was charged and an email notification of the new order was sent out to them.
The Tasting Room's policy, which the customer agreed to upon enrollment, is that orders cannot be canceled once processedCustomers can contact Tasting Room before an order is processed to request a membership cancellation or to change the date the order will be charged and processedAdditionally, customers can also log into their Tasting Room account and take these actions online
In response to the the customer's first of three phone calls on the date of 10/*/14, their membership was cancelled and a confirmation was sent to the email address registered on her accountThis email stated that any orders that were processed would still be shippedThis policy was also explained to the customer over the telephone by two different Tasting Room representativesFurther, the policy was explained in writing via two emails, as the customer also sent an email on 10/*/after speaking to a representative on the phone and calling back to leave a voicemail.
We can confirm that *** ***' account is canceled, unless they choose to reactivate their subscription at a later dateThis means no further shipments will be sent. The shipment delivered on 10/**/will be the customer's last.
As we have no record of an account cancellation request prior to the most recent shipment being charged and processed, the Tasting Room cannot issue a refund or accept a return per the club terms and conditions that the customer agreed to upon enrollmentThis information is publicly posted on the Tasting Room website, in our Frequently Asked Questions section, as well as available for review during enrollment, before submitting credit card payment.
The policy regarding cancellations can be found here: ***
"You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-#### or canceling onlinePlease keep in mind that orders cannot be canceled once they are processedAny orders processed before a membership cancellation is requested will still be shipped."
If you need any further information, please let us knowWe are happy to provide additional documentationThank you for your help in resolving this complaint

Customer enrolled into the Tasting Room wine club and explicitly agreed to be charged for and sent shipments of wine until canceling his membershipThe customer was fully informed of the pricing and shipment schedule during enrollmentCustomer neither canceled membership nor contacted Tasting Room
to delay his upcoming order date prior to being charged for his second wine club shipmentConsequently, the customer was charged for his second wine club shipment on the date of 3/**/Please note that customer had access to his next shipment date as this was posted in his online accountTasting Room also attempts to contact customers with courtesy email reminders both days and days prior to the next order dateTasting Room does not guarantee receipt of courtesy emails, or any email, but our standard practice is to send members email reminders about upcoming shipments to the email account registered on their accountIt remains the customer's responsibility to cancel their membership or re-schedule the date of the next shipment should they not want it on the scheduled date that is listed in their online account. As this customer did not cancel prior to 3/**/15, an order was processed on scheduleIn response to receiving email notification that the order had been processed, the customer contacted Tasting Room's service departmentAt that point, a representative canceled the customer's account so no further shipments would be processedThe representative also explained the policy that orders that have already been processed cannot be canceledIn total, customer spoke received information about the Tasting Room cancellation policy from representatives, including a manager. Customer's shipment was returned-to-sender and the customer received a refund for the value of the wine on 4/*/As customer's account is canceled no further shipments will be processed unless the customer reactivates his membership at a later dateWe appreciate the Revdex.com's help in resolving this disputeIf further details are needed, please let us know

Thank you for bringing this matter to our attentionThe charge is authorized, as it is for *** ***'s second wine club shipment through the Tasting RoomOn the date of 5/**/14, *** *** enrolled into the Tasting Room wine clubAt the time of enrollment, she agreed to receive recurring wine
shipmentsHer first shipment was charged on 5/**/and was delivered by UPS on the date of 5/**/(Tracking #***: You can view the delivery confirmation here: ***)The package was signed for by "***" at the shipping address *** *** provided upon enrollment
Upon enrollment, *** *** was informed that another shipment would be processed days later; this information was also available in her Tasting Room accountAdditionally, several 'upcoming shipment' reminders were sent to *** ***'s registered email address informing her that another shipment would be processed in days: ***
*** *** did not contact the Tasting Room to cancel her membership within days and on the date of 6/**/14, at 1:PM EST, her second wine club shipment was charged for the total of $and an email confirmation with her order details was sent to her registered email address
Only after her shipment was processed, and an email confirmation was sent, did *** *** reached out to the Tasting Room for the first timeOur telephone customer service line was busy when she called, as our representatives were helping other customers, and *** left a voicemail at 3:P.MESTShe also sent two emails, the first received at 3:P.MEST and the second received at 4:P.MESTIn total, she reached out times within the same hourThe following morning, at 9:A.MEST, a service representative canceled *** ***'s membership to the Tasting Room and a cancellation confirmation was automatically sent outAdditionally, the representative sent *** a personal email explaining that her membership was canceled and that the current order could not be refunded as our club does not allow order cancellationsA copy of the email response sent to ***'s messages is attached.
As of today, 6/**/14, *** *** has not responded to the emails we have sent her, clarifying the details of her membership and confirming that her subscription was canceled*** ***'s current wine club shipment is out for delivery with UPS.
The Tasting Room's policy about order cancellations is publicly posted on the Frequently Asked Questions section of our website 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."
As *** was actively enrolled in the Tasting Room wine club and our terms of membership clearly state that orders cannot be canceled, this is an authorized charge and we are unable to issue a refundHer second wine club shipment was shipped out on the date of 6/**/and is currently out for delivery with UPS under tracking number *** (You can view the shipment status here: ***)

Thank you for alerting us to this dispute.
In summary: The customer self-enrolled into a subscription wine club service, agreeing to be charged for shipments of wine until canceling the membershipThe customer's shipment was returned-to-sender and they were issued a
refund, for the value of the wine plus shipping, per the Tasting Room returns policy.
On the date of 06/**/03:38:PM, the customer used an online membership form to self-enroll into the Tasting Room wine clubThe customer agreed to the Offer Details below, which specifically state the frequency, timing and pricing of future shipmentsThus, the customer was informed, prior to submitting their shipping and billing information that they were enrolling into a subscription wine club service and that their second wine club shipment (which they are disputing) would be processed days from enrollment unless they canceled the account or made a change affecting the processing date.
A copy of the Offer Details, as they appear on the enrollment page, are attached for reviewNote that these Offer Details are displayed clearly and to the right of the fields where customers enter their credit card information and password for the new wine club online account.
The Offer Details state:
"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 $(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 any upcoming 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."
The customer did not cancel their account within the first days, nor did they change the date of their upcoming shipment (which can be done online or through customer service)Per their agreement with Tasting Room, their second wine club shipment was processed on 07/**/05:31:AM and email notification was sent to the customer.
Please note that Tasting Room attempts to reach all customers via email with courtesy reminders about upcoming shipmentsThese are sent both and days prior to the next order processing dateWhile we cannot guarantee that emails will be received or read by customers, this is our standard practiceSo, in addition to being informed of the timeline for order processing in the Offer Details on the enrollment form, customers receive multiple courtesy email reminders and can also find this information, online, in their account at ***
After receiving the email notification that the order had been processed, the customer contacted the Tasting Room customer service department and canceled the membershipAs the customer notes in their text, they were informed that processed orders cannot be canceled and that they could return the shipment to receive a refund for the wine (less original shipping) and a $return shipping fee would applyThis policy is explained on our website, in the FAQs and the TermsHere is the policy, as it is shown on our publicly accessible Frequently Asked Questions:
"What if I refuse my shipment?
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."
The customer refused the shipment with *** and the package was subsequently returned to our fulfillment centerA refund for the value of the wine, less shipping, was processed on 8/**/and a $return shipping fee was charged, per the Returns policyThe customer was notified via email when the refund was issued.
Please also note that our FAQs and Terms are clear that processed orders cannot be canceledThis is the policy as it's stated in the FAQs:
"Cancelling your membership will cancel any upcoming orders that have not yet been processedPlease keep in mind that orders cannot be cancelled once they are processedAny orders processed before a membership cancellation is requested will still be shipped."
At this point, the customer's account has been canceled and a refund was issued for the returned shipmentNo further orders will be charged or processed unless the customer reactivates the membership at a later date. As we have demonstrated, the customer was fully informed of the Offer Details prior to enrollment and our website states our policies regarding order cancellations and return shipments
If any further information is needed, please let us know

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:
Whereas it is true that I missed the fine print, I did call to cancel the shipment when I saw that my credit card was being chargedThe merchant refused to cancel stating it was 'in processing', when in fact later that day I received a statement that the wine was shipped several hours AFTER my request to cancelYes, they can claim "letter of the law" but we both know that they could have reached out and stopped that processing and saved me the inconvenience of returning it AND charging for shipping AND re charging the $restocking fee
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thanks for letting us knowThis issue was resolved on 5/*/I personally spoke with *** *** after receiving the Revdex.com complaint notificationAfter thoroughly checking our records, I can confirm that our business did not receive the email he mentioned in his complaintThis is why our
customer service department did not follow up with him initially
Please note that we have, in the past, received and responded to other emails from *** ***Previously, he corresponded with one of our member service representatives about a missing package that UPS claimed was delivered to his shipping addressIn that case, our company filed a claim with UPS for the lost package and sent *** *** a replacement shipment at no additional charge.
After our telephone conversation, on 5/*/14, *** *** was issued a refund totaling $for the three bottles of wine he found unsatisfactoryHis bank accepted the refund total on the date of 5/*/14.
I have attached the email, sent to *** ***, after our telephone conversation which confirmed that a refund had been processed.
Please let us know if you need anything else in order to resolve this complaintWe are happy to provide whatever you need

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 am disputing that my wine shipment was actually processedJust because my card was charged, the wine was not yet shipped and could have been stoppedThis would prevent the shipping charges and re stock feeThere was ample time for the business to pull that order PRIOR to shipping based on my phone request, but no effort was made to do so
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***