Lot 18 Holdings, Inc.

Thank you for bringing this matter to our attention. Please see attachment showing the online enrollment offer the customer used to self-enroll in the [redacted] wine club. Full offer details are provided on the enrollment page. The details are also explained below.To confirm, the customer...

self-enrolled herself into our wine club and explicitly authorized our business to charge her credit card for wine club shipments until she canceled her membership. In total, she received two wine club shipments before canceling her membership. The order in question is the second of these shipments. It was processed on the day that had been promised to the customer--the date of which was available in her online account on the [redacted] website--and was in transit to her shipping address when she first reached out to our company to request a refund. Please note that the customer's first ever contact came via an email with the timestamp of 6/**/2015 11:23 p.m. This is outside our normal service hours, which are 10 a.m. to 6 p.m. EST on weekdays. Meanwhile, [redacted] had already scheduled delivery of her package for the following day. Thus, it was impossible to cancel the shipment, at the time the customer requested, as it had been in transit for several days and was delivered the following afternoon at 12:22 p.m.The customer has been helped by 2 customer service representatives, the manager of Member Services and the [redacted] of our company. The customer has been provided with a live link to the enrollment materials she used to sign herself up online for a membership. These materials clearly state that [redacted] is a wine club and members will receive shipments until canceling their subscription. The materials are also clear that by submitting payment for the initial club shipment, the customer is authorizing [redacted] to continue charging the card on file until the member cancels the subscription. Thus, the second wine club shipment the customer contests was authorized by her because she self-enrolled into the club and did not request a subscription cancellation until after the order was processed, shipped and scheduled for delivery with the carrier. If the customer did not wish to receive this package, she had the option of refusing the delivery with the carrier. If that had occurred the customer would have received a refund for the value of the wines. As the package was accepted via adult signature, the customer now has the option of returning the wines to receive a refund. Instructions on how to return the wine have been sent to the customer, via email, by three different representatives of our company. This information is also available on our website in the FAQs and Terms sections. To confirm, the enrollment form this customer used to sign herself up for a wine club membership clearly states the following:"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. If you do not rate your wines or cancel within 30 days of signing up, we’ll send you 12 bottles of customer favorites for $149 plus $19.99 shipping". This information is located here:  [redacted]Please note this text is located directly across from the credit card entry form where the customer input her billing information to complete the enrollment.[redacted]The exact language from the Offer Details listed on the enrollment offer are below:"Your Wine Tasting Kit will be sent right away. It will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine Profile. Just 24 hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (12 full-size, 750ml bottles) for only $149 (a little over $12 per bottle), plus $19.99 shipping. That's up to 40% off the retail price! You'll receive a new case of wine, each bottle selected based on your profile, 2 months after we send your first case. All shipments thereafter are sent every 3 months. You'll always pay the same low price. You may cancel or skip a shipment at any time on our website or by calling [redacted]. There are no cancellation fees. 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. If you do not rate your wines or cancel within 30 days of signing up, we’ll send you 12 bottles of customer favorites for $149 plus $19.99 shipping." In conclusion, we are happy to offer a refund for the value of the wines if the customer returns all of the wines she received. Again, the customer has been sent instructions on how to return the shipment and can also find this information listed publicly on our website in several places. Until the wine is returned, we are unable to offer a refund as the order was authorized by the cardholder upon enrollment. Further, it was processed, shipped and delivered prior to her membership cancellation. Thank you for your consideration.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Once again, [redacted] is failing to acknowledge a very clear and obvious conflict in policy portrayal. Again, pages one and two of the enrollment form state that the bottles will be shipped AFTER the bottles are rated (again, reference previous screenshot that show no further clarificarion). Therefore, it's irrelevant what the policy or the rest of the website states. This is clearly false advertising and presumably intentional misrepresentation as absolutely no acknowledgement of the problem has been made.Considering several others have had this exact same complaint, this is an issue [redacted] is very aware is causing consumer dissatisfaction. The issue should be made note of in order to fix and actively prevent any further miscommunication, not push the blame right back on the consumer. At this point, I don't even care if I get a refund. I just want the conflict in information to be amended on the website to protect future customers from falling into the same trap. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My Rebuttal of the Merchant’s Statement is as follows:
 
I responded to an email promotion by Tasting Room/Lot 18 whereby I would purchase a wine sampler kit for $6.95 and rate the six wines provided in the kit, after which I would receive a personalized wine profile based on my choices.  I gave the company my credit card number and was charged the $6.95.  The wines were subsequently sent, together with a card for rating the wines.
 
I completely refute the company’s allegation that: “the customer self-enrolled herself into our wine club and explicitly authorized our business to charge her credit card for wine club shipments.”  Please note the following statement included in the company’s offer details: “When you click the button below, you agree to be billed $6.95 (plus applicable taxes) for the wine samplers to the credit or debit card you provide.” Note that I have underlined the clause “for the wine samplers”.
 
I did not rate the wines because I did not like any of them.  A few days after I received the kit, the company sent me an email with the caption: “Get $20 off by rating your kit now!” It was an offer for $20 off my first shipment of full sized wines and a free wine profile.  At the bottom of the email was the statement: “Rating must occur before first shipment is processed and billed.”  Based on this statement, since I had not rated the wines, I did not expect to receive and be billed for a case of wine that I had not ordered.
 
I also refute the company’s statement: “she received two wine club shipments before canceling her membership.” If I had been sent a shipment in addition to the one I received, the company should have provided me with further details, such as a tracking number.  The discussions held with the company have been in connection with only one shipment received to date, which is now sitting unopened just inside the entrance to my home, where it has remained untouched ever since I arrived home one day and found it.  I also did not cancel any membership.  There was no membership to cancel since I did not enroll in the club. Had I established membership, I presume that this would have entailed filling out a form that clearly indicated that this was my intention.  I would then have received an email from the company ratifying and affirming my membership (which I believe is standard procedure).  But I did not.  I have repeatedly asked the company to provide me with such a form, completed by me, clearly indicating that I opted for club membership and agreed to the company’s terms and conditions, but this has not been forthcoming. The company has tried to lock me into a membership I did not want, has sent me wines I did not order and has placed an unauthorized charge of $168.99 on my credit card which I provided, in good faith, only for the purchase of a sample kit of wines costing $6.95.  
 
The company further states, erroneously and mendaciously, that this shipment. “was processed on the day that had been promised to the customer--the date of which was available in her online account on the Tasting Room website--and was in transit to her shipping address when she first reached out to our company to request a refund.” I wish to state emphatically that I was not:  “provided with a live link to the enrollment materials she used to sign herself up online for a membership.” I established no online account with this company, was never “promised” any shipment date, nor cancelled any shipment date.  I had no communication whatsoever of this nature with the company. I have never visited the company’s site through any live link to any enrollment materials that the company states I was provided. The company states that: “ by submitting payment for the initial club shipment, the customer is authorizing Tasting Room to continue charging the card on file until the member cancels the subscription.  It must be clarified that I authorized the company to use the credit card I provided only to charge me for the Tasting Kit, and for no other reason.  Please, again, review the following statement, quoted above in the first paragraph: “When you click the button below, you agree to be billed $6.95 (plus applicable taxes) for the wine samplers to the credit or debit card you provide.”
 
Regarding “the second wine club shipment,” As stated above, I received only one shipment, which I did not order or authorize. The company states: “If the customer did not wish to receive this package, she had the option of refusing the delivery with the carrier. If that had occurred the customer would have received a refund for the value of the wines. As the package was accepted via adult signature, the customer now has the option of returning the wines to receive a refund.” Since I was not at home when the unordered package of wines arrived, I could not have refused delivery with the carrier.  I strongly object to the company’s assertion that I could return the wines if I were to pay for the initial shipment as well as the costs for returning the wines, since I did not order them.
 
After a series of extremely unproductive telephone conversations with the company’s ineffective customer service, I reached out, unsuccessfully, to [redacted], the [redacted].  For your further edification, I have provided copies of my emails to him, which follow below (in italics);
 
1. Mr. D[redacted]: I am most certainly disputing the fact that I signed up for a tasting room subscription! I did not go to your website, sign up for membership or check any boxes indicating acceptance of your terms. I have repeatedly asked your customer service representatives to send me the actual form indicating that I have done so but they have refused to produce it. All I did was to respond to your offer to sample your tasting kit for which I paid $6.95. After I received the tasting kit, I tried the wines, none of which I liked, so I did not go to your website to rate them. A few days later, on May **, I received an email reminding me to rate the wines. This email states clearly at the bottom: "Rating must occur before first shipment is processes and billed." I am assuming that this email and the statement it contains originated from your company so am somewhat mystified that both you and your representatives are refusing to acknowledge that this statement, printed in black and white, on an email that you sent, is a clear admission of your policy! Since I did not rate the wines and create a profile, I certainly did not expect to be billed for wines I did not order! I did not authorize you to bill my credit card for any amount other than the $6.95 I paid for the tasting kit so you had no right to charge me $168.99 for wines that I did not order. I am, therefore, expecting an immediate reversal of these charges in full. As for the negative feedback, it is, of course, your prerogative to continue harboring the illusion that your company has a good reputation. But were I in your shoes, I would be extremely concerned to have 50+ derogatory comments about me floating around in cyberspace! I have hastened to add my own observations by contacting the Revdex.com of New York as well as the Federal Consumer Financial Protection Bureau, and anticipate very positive responses to my complaints. So you may sit back, relax, and continue resting on your non-existent laurels - I have absolutely no doubt that they will do their due diligence so that justice will be served!
 
2. Mr. D[redacted]:  I was puzzled when you stated that your business is Revdex.com-accredited since my research indicated quite the opposite.  Allow me to enlighten you with this rating from the Revdex.com website:
 Revdex.com Business Review
 THIS BUSINESS IS NOT Revdex.com ACCREDITED.
Lot 18 Holdings, Inc.
Additional Locations
Phone: ###-###-####
View Additional Phone Numbers
[redacted]
View Additional Web Addresses
 
In addition, I attach a small sample of user evaluations culled from the Internet, which I have sent to the Consumer Financial Protection Agency as additional information that could be used to discredit your company and prevent other unsuspecting consumers from enduring the same fate.   You need to clean up your act and stop being in denial!
 
3. Mr. D[redacted]: Allow me to point out that ethical commercial practices include the expectation that the merchant or trader should behave honestly, fairly and in good faith towards a consumer. A practice is unfair if it fails to meet the standard of "professional diligence" - the standard of skill and care that would reasonably be expected of a trader in its field of activity - and if it materially impairs an average consumer's ability to make an informed decision. Deceptive acts and unlawful practices by merchants affect the consumer’s ability to make an informed choice about whether to buy a product or service and make the consumer responsible for purchases that he or she would not otherwise have bought if he or she had known the true facts.  
 
All these facts apply in my case.  You are billing me for wines that I did not order, claiming that I should have read the emails giving me a window of time in which I should contact you to stop you from debiting my credit card. You are implying that by signing up for the Tasting Kit I also signed up for membership in your club, despite the fact that I did not go into your website to sign up for membership or to indicate my acceptance of your terms and conditions. If I did so, all you have to do, and this is what I have been asking for repeatedly, is to send me a copy of the form showing that I signed up for membership and checked a box agreeing to your terms and conditions, which you are either unwilling or unable to do.  
 
It is abundantly clear to me that the goal of Lot 18/Tasting Room was to get my credit card so that you could bill me for wines I did not want or agree to purchase. You used my acceptance of your offer of the Tasting Kit to lock me into a subscription that I did not want.  Because I did not respond to the emails you sent (none of which I saw or read except the one I mentioned), you felt you could charge my credit card, although I had not placed an order for wines.  You took this action because you had my credit card!  This materially impaired my ability to make an informed decision, therefore, is unfair and deceptive.
 
Incidentally I am still receiving emails from Tasting Room.  I try to unsubscribe, to no avail.  It doesn’t matter how many times I hit the “unsubscribe” button, I do not receive a confirmation that I am unsubscribed and the emails keep coming!
 
Kindly ensure that my personal information is immediately removed from your system and that no further emails are sent to me.  I do not want to run the risk of being billed for the second time for wines that I did not order. 
 
Thank you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thanks for bringing this matter to our attention.To confirm, the customer did contact our business, via email, in January **, 2015 at [redacted]. The Tasting Room does not process membership cancellations via email; all membership cancellations must be processed either over the...

telephone or customers can log into their account and cancel their membership online. The customer emailed our company outside of normal business hours (10 a.m. to 6 p.m.) and received a reply, via email, promptly after our service center opened on 1/**/2015 at [redacted]. The email reply is below, demonstrating that our service team sent clear instructions to the customer on how they could proceed with canceling their membership. Please note that this information is also publicly available in the Frequently Asked Questions section on our wine club's website:Hi [redacted], Thanks for your message! You can cancel your membership by calling ###-###-#### on weekdays between 10am and 6pm Eastern time (certain holidays excluded). You may also access cancellation information at any time by clicking the Account tab and choosing the Club Management option within your online Tasting Room account. You can also log in and visit this link: https://www.tastingroom.com/account/manage Many thanks, Tasting RoomAs the customer did not cancel their membership via phone or online, after receiving this email, their next order was processed on the scheduled date of 2/**/2015 [redacted]. An email confirmation was sent to the customer with the order details. Two days later, the customer called our customer service team and on that day, 2/**/15, the customer's membership to the Tasting Room wine club was canceled. Canceling a membership means no further orders will be processed. It does not retroactively cancel orders that were processed prior to the cancellation. The customer's package, for their final order, is currently with [redacted]. If the customer wishes to return the package, after delivery, instructions are available on our website. If the package is undeliverable and returned to our warehouse, the customer will receive a refund for the value of the wine and a $15 restocking fee will be charged.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. We are satisfied with the resolution, provided we no longer receive any further communication from Lot 18 / [redacted] (especially Marketing messages). We confirm Lot 18 / [redacted] has refunded our money (acknowledgement attached), and we rescind all authorizations for any and all credit cards on file with Lot 18 / [redacted].Sincerely,
[redacted] & [redacted]

This company advertises on national TV as a wine tasting club that uses a tasting "kit" to give them feedback on your personal preferences. You can order the kit for $9 approximately and somewhere in the fine print (which I never saw) you are enrolling in boxes of wine showing up on your door BEFORE I EVER EVEN GAVE THEM THE TASTING "FEEDBACK" UPON WHICH TEIR ENTIRE ADVERTISING CAMPAIGN IS BASED. AVOID.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I stand by my complaint and the merchant's response is unacceptable. As noted in my complaint, the merchant had fraudulently embedded the membership/renewing shipments verbiage. The only transaction I ordered was for $6.95 on 02/**/15
which constituted a sample of wines. Again, after ordering this
transaction on 02/**/15, I ensured that my credit card information was not
saved on the online profile, that I had to add to order this
shipment; and it was not saved which is good. How 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/**/15 without my consent as I didn't order it? Why is the merchant displaying that my credit card information has been saved to my profile? This is a fraudulent practice.As
for the refund, I did reject the shipment from 03/** and was credited 
partial amount - $149 out of $168.99. This complaint is to request for
full refund. Hence, request for the remaining $19.99 + 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,
[redacted]

Thank you for bringing this matter to our attention. To confirm, the carrier for this package was [redacted]. As our business does not actually deliver the package, we are unable to make guarantees about what a package carrier will or will not do. However, it is typical for [redacted] to hold a package for 5...

business days if all prior delivery attempts are unsuccessful and we have noted this in our shipment confirmation email. Again, as our business does not actually deliver packages to customers, and consequently, we are unable to guarantee what the package carrier will do in a particular instance if a all delivery attempts failed. This is one of the reasons why we encourage our customers to ship to a business, workplace, or other address where an adult is available to sign for the package during the day on weekdays. All wine shipments require an adult signature for delivery and our business is proactive in notifying customers of this situation from enrollment day onward. Considering the circumstances in this case, we have refunded the usual $15 restocking fee levied on returned packages. Please note that all customers agree to be charged this fee, if their package is returned as undeliverable, as part of their membership terms. In this case the package was undeliverable after 3 attempts by [redacted] and thus, the fee was applied per the policy.
 
This policy can be found on our website in the FAQs and the "Terms" section. It is stated as such:
"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 $15 return shipping fee."
[redacted]
If the customer wishes to receive a replacement shipment for the one that was returned, we suggest contacting our service department to reactivate the membership and process a new order. Otherwise, we can confirm that the customer has received a refund for the value of the wine that was returned and this refund was processed on 11/*/15.
Thank you for your consideration.

Thanks for alerting us to this matter. To confirm, we offer two ways to complete a membership cancellation. Customers must either call during business hours or use an online option, available through their account with our business. The online option can be used outside of our normal business...

hours. Customers can email to receive instructions on how to complete an online cancellation. All emails requesting a cancellation are responded to promptly. The membership cancellation policy is explained in the publicly-accessible FAQ section of our website and all enrollees agree to this policy upon subscribing to our wine club. Here is the information from our website: 
Do I have the option to cancel at any time?
Tasting Room has a hassle-free membership cancellation policy. You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-####. Our call center is open Mondays - Friday between 10 a.m. and 6 p.m. Eastern Time (certain holidays excluded). You may also access cancellation information at any time by clicking the Account tab and choosing the Club Management option within your online Tasting Room account. You can also log in and visit this link: [redacted]Cancelling your membership will cancel any upcoming orders that have not yet been processed. Please keep in mind that orders cannot be cancelled once they are processed. Any orders processed before a membership cancellation is requested will still be shipped.
 
Thank you for your consideration.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business has not addressed the issues I raised in my response dated 7/**/2015.  To respond satisfactorily to this rebuttal, it should provide arguments to address my counterclaims, but it has not done so.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They can keep saying this every time.  There is no confusion they purposely responded to my message in an email.  Stating that they received my message.   If they responded with a phone call to my phone call they would have been forced to cancel the shipment.  Instead they purposely tried to mislead me into believing that the shipment was canceled. If I hadn't received any communication back from their company.  I would have called them again until I talked to someone.  Since this happened o did an Internet search of this company and have found many similar complaints.  This isn't an isolated incident.  This seems to be standard operating procedure.   This is not how better business works.  They are wrong, I would like reimbursement for my return shipping and a restocking fee.   Thank you 
 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer was fully refunded for the shipment after she refused the delivery with the carrier. Customer has been notified via email of the refund. Please note that we waived the usual restocking fee for this customer as she stated she tried to call to cancel her membership when the phones were...

temporarily down. Please also note that members can also cancel their membership online at any time by logging into their account, in addition to being able to call in during our service center hours.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
 The email notifying me of the shipment was sent on January **telling me to contact them by **was sent to junk email (I know it is not their fault it was in my junk email) was not found until I got the bill on the **to an order which should not have been processed until January [redacted]at the earliest I called no response customer service there is deplorable at best.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Lot 18 Holdings, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Thank you for bringing this matter to our attention.
To confirm, [redacted] was a member of the [redacted] between the dates of 9/*/2014 and 10/*/2014. She self-enrolled online on the date of 9/*/14 and her first wine club shipment was charged to her credit...

card on the same date. Before submitting her enrollment, [redacted] agreed that she understood and accepted the [redacted] terms of membership, including the club's policy that processed orders cannot be canceled. By submitting her enrollment, [redacted] agreed to be charged and shipped wine club order until she canceled her subscription. Information detailing [redacted] membership--including the cost-per-order, schedule of shipments and the cancellation policy--were laid out on the same webpage as the order form for review before an enrollment is submitted. 
[redacted] had until the date of 10/*/14 to request a cancellation before her second shipment was charged on 10/*/14. Notice of the upcoming shipment date was available in [redacted]'s account as well as in courtesy email reminders. Information on how to cancel was available to [redacted] in the emails she received as a club member and publicly posted on the [redacted]'s website in the club's FAQ section. [redacted] had the ability to submit her cancellation request online as well as over the phone. If she had submitted her cancellation request prior to 10/*/14, her upcoming shipment would have been canceled and her card would not have been charged. As [redacted] did not submit a request prior to 10/*/14, the [redacted] processed her second wine club shipment.
On the date of 10/*/14, [redacted]'s second wine club shipment was processed and an order confirmation was sent to her registered email address. After receiving the order confirmation email, [redacted] called the [redacted] member services department 4 times within a span of 60 minutes, speaking with two different representatives. [redacted]'s membership to the [redacted] was promptly canceled, per her request, and the representatives explained the cancellation policy. Below is an explanation of the [redacted] cancellation policy as it is publicly-posted on our website:
"You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-#### or canceling online. Please keep in mind that orders cannot be canceled once they are processed. Any orders processed before a membership cancellation is requested will still be shipped."
The [redacted] policies can be reviewed here: [redacted] 
As [redacted] requested that a [redacted] reach out to her, the [redacted] of the department sent her an email confirming that her membership is canceled and explaining that the current order could not be canceled under the club policy [redacted] had agreed to upon enrollment. [redacted] has continued to contact [redacted] via email. We have notified her that we are cooperating with the Revdex.com in mediating her dispute. 
At this point, [redacted] cannot offer a refund as [redacted]'s shipment was processed prior to cancellation. Her membership is now canceled, per her request. No further club shipments will be charged to her account. The current shipment, processed during her enrollment in the club, will be the last she receives unless she reactivates her membership at a later date. 
We appreciate your help in resolving this matter. Please let us know if any further information is needed. We are happy to assist.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 No they never informed me before shipping, instead they charged me about $35 for something I never ordered. I would never treat anyone that badly when I sell. I am taking this to my state atty general. None should be treated this badly. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Summary: Customer...

self-enrolled into a subscription wine club service agreeing to the Offer Details below. The customer did not cancel the membership prior to the second order processing date and was charged, per their agreement.    OFFER DETAILS Your Wine Tasting Kit will be sent right away. It will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine Profile. Just 24 hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (12 full-size, 750ml bottles) for only $149 (a little over $12 per bottle), plus $19.99 shipping. That'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 thereafter. You'll always pay the same low price. You may cancel or skip any upcoming 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 your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferences. If you do not rate your wines or cancel within 30 days of signing up, we’ll send you 12 bottles of customer favorites for $149 plus $19.99 shipping.   Please note the above Offer Details are displayed in large format text on the enrollment page the customer used to sign up for a wine club membership. This is displayed directly to the right of the fields where the customer entered their credit card information and is thus, highly visible. All members agree to the Offer Details when submitting their enrollment and initial payment.  Please also note that we offer prepaid gift packages on our website here: [redacted] This customer did NOT purchase a prepaid gift package; they enrolled into a subscription and agreed to be auto-charged for wine club shipments per the Offer Details outlined above. The customer self-enrolled in the Tasting Room wine club subscription on the date of 07/**/2016 10:31:12 AM. At that time, a shipment of tasting wines was sent out to the customer. Per the Offer Details the customer agreed to upon enrolling, the customer's second wine club shipment would be processed either a) The day after they submitted their online ratings for the tasting kit, if those were submitted within the first 30 days of membership or b) 30 days after the enrollment date if the customer did not submit online ratings.  [Note that these scenarios are explained in the above Offer Details, as well as on our website in the FAQs, as well as in emails sent to each new customer]   In this case, the customer logged into their account on 7/**/2016 and submitted the online ratings of the tasting kit shipment sent at the start of their subscription. Per their agreement with Tasting Room, their second wine club shipment, for 12 full-size bottles, was processed on the date of 07/**/2016 05:39:25 AM. Please note that this information was shown to the customer upon rating, and they had the option of canceling the membership at that point--or changing the order processing date--should they not want an order processed the following day. The customer did not take those actions and the order was processed the following day, as promised.  Email notification confirming the order was sent to the customer on the day the order was processed on 7/**/2016. The customer did not cancel the subscription until the following day of 7/**/2016. The customer's package was delivered by [redacted] on 7/**/2016 and signed for by "[redacted]" If the customer wishes to receive a refund, they may return the full set of unopened wines. This policy is outlined on our website in the FAQs and Terms.   How do I return my product? If you are unsatisfied with any wine that you received, please contact[redacted]. If you have received a shipment and would like to return it, you can send your unopened wine to [redacted] to receive a refund. Only complete, unopened shipments are accepted for returns. Please include the order number and your shipping address with the package so the return can be identified with your account. When we receive your wine, we will refund your card in full (minus any shipping charges) and notify you via email." [redacted]   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. Please note we are happy to issue a refund for the wines upon their return.  We appreciate the Revdex.com's help in resolving this matter. Please let us know if any further information is required.          Raven B[redacted] Sr. Member Services Manager [redacted]
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Thank you for alerting us to the need for further clarification. 
Please note that [redacted] has been fully refunded for the shipment he did not receive. Additionally, his wine club subscription was canceled and he will receive no further shipments unless he chooses to re-enroll.
[redacted] is currently seeking a refund for a wine club shipment that was delivered to his address and signed for by "[redacted]" on the date of 4/*/14. A screenshot showing the proof of delivery is attached. UPS is required, by law, to obtain a signature for the delivery of all wine shipments. As no one was available to sign for the delivery of [redacted]'s previous shipment, the package was returned to the sender. A Tasting Room service representative then contacted [redacted] to let him know the package had been returned and to inquire whether there was a better address to ship a new kit to so [redacted] would be available to receive the delivery. [redacted] did not respond to the Tasting Room representative until after his second shipment was charged, shipped and successfully delivered by UPS. At that point, he requested a refund for the first returned shipment, which was processed for him. 
The shipment [redacted] is seeking a refund for was successfully charged, sent and delivered by UPS before he requested a cancellation of his wine club membership. As the wine was sent out while he was enrolled in the club, and [redacted] did not request a cancellation until after his package was delivered, we can offer his a credit to use on our parent company's website, Lot18, if he is unsatisfied with the condition of the goods he received. 
As explained in our previous clarification, the Tasting Room marketing materials are straightforward and clear. [redacted] had the opportunity to read and review the details of club membership before enrollment, including the shipment schedule, pricing and the disclaimer that automatic shipments would be processed and sent whether or not a member had submitted their tasting kit ratings online. By purchasing a membership to the Tasting Room wine club, [redacted] agreed to these terms and conditions. After enrolling, [redacted] could also review the terms and conditions via our website, where they are publicly posted. 
A review of [redacted]'s account details and correspondence is below. Please note that [redacted] requested a membership cancellation on the date of 4/*/14 and that his club membership was canceled on the date of 4/*/14. The order he is requesting a refund for was processed on the date of 4/*/14 and an email notification was sent to him with the details. He was then sent another email, on 4/*/14, with his UPS tracking number so he could track his shipment. The shipment was delivered on 4/*/14. 
On the date of 3/*/14, his tasting kit shipment was shipped out with UPS. An email notification was sent to [redacted] with his tracking number, so he would know the date on which deliveries would be attempted. Subsequently, UPS made their standard three delivery attempts on 3/*/14, 3/*/14 and 3/*/14. 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 pick-up until the date of 3/**/14. As [redacted] did not pick up his package, UPS returned it to our shipping warehouse. 
The returned package arrived back to the warehouse on 3/**/14. That same day, one of our service representatives emailed [redacted] to let him know the package was returned. She asked that he confirm the shipping address on file was correct before she processed a replacement shipment for the returned kit.
[redacted] did not contact our service department back until the date of 4/*/14. In the meantime, as part of his membership agreement, his next shipment was automatically processed, shipped and delivered. This shipment featured six standard (750mL) bottles of wine and a total of $64.93 was charged to [redacted]’s credit card.
Multiple notification emails were sent to [redacted], letting him know that the shipment would be processed. This was followed by an email notifying him of the shipment details after the order was processed. Further, an email with his tracking number was sent upon the package being shipped. During the period leading up to his next order, [redacted] could also log into his Tasting Room account to view the same information that Tasting Room emailed to him. 
On the date of 4/*/14, [redacted]’s second shipment from the Tasting Room was successfully delivered by UPS. On the following day, 4/*/14, [redacted] 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 kit. He 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 $7.52 for the returned tasting kit shipment, back to [redacted]’s credit card. Additionally, the representative canceled [redacted]’s wine club membership. A cancellation confirmation email was sent out to [redacted] 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. 
We are happy to offer a site credit, to our parent company Lot18, if [redacted] is unsatisfied with the condition or quality of the wines he received while enrolled in the Tasting Room wine club. If any further information is needed to resolve this complaint, please let us know.

Thank you for alerting us to this dispute.
This matter has been resolved with the customer. Her wine club membership was canceled the day she called to make the request. Her final shipment, which was processed days prior to her cancellation request, was delivered by UPS...

on Tuesday, 09/**/2014 at 8:39 P.M. She will receive no further shipments or charges unless she re-enrolls in the wine club at a later date.
To clarify, this customer enrolled in the wine club on 7/**/2014 and canceled her membership on 9/*/14. She received two shipments of wine during her membership, which were charged and processed on the following dates:
7/**/14
8/**/14
At the beginning of [redacted]'s membership, a shipment of miniature wine bottles was sent out to her. She had 30 days, after placing her order on 7/**/14, to rate the samples online before her next shipment was processed on 8/**/14. Submitting the online ratings generates would have generated her red and white wine profile and these ratings would have been used to personalize her subsequent shipments.
Information about the rating process and timeline are available to all customers during enrollment, before the customer submits payment and joins the wine club. Additionally, this information is posted in the Frequently Asked Questions section of the Tasting Room website (see below for exact wording) and in several upcoming shipment reminder emails sent to new members. As the rating feature is unique to our club, we do encourage members to take advantage of it before their next shipment is processed and we send targeted emails to customers who have not submitted ratings, reminding them to do so as well as stating the date their next order will be charged and processed. The language from our website is:
What if I don't rate the wine samplers you send me?
If after 30 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 them. You're not required to rate any of the wines we send you. But doing so enables us to create your Wine Profile and refine our selections according to your feedback.
As [redacted] did not submit her ratings online prior to the date of her next order, 8/**/2014, the Tasting Room curated the selection of wines in her shipment. When [redacted]'s order was processed, an email was also sent out to her on 8/**/14 with the order details. The Tasting Room did not receive any contact from [redacted] until the date of 9/*/14, at which point her order was out for delivery with UPS. On the date of 9/*/14, [redacted]'s membership was canceled per her request. Additionally, as she asked for a supervisor to contact her, the Member Services Manager for Tasting Room sent her an email explaining the policy about online ratings. The email also confirmed, again, that her membership was canceled going forward and included [redacted]'s UPS tracking information as the package had not yet been delivered. To date, Tasting Room has not received any further contact from [redacted].
If any further information is needed, please let us know. Again, to confirm, [redacted]'s package has been delivered, her membership is canceled and no further shipments will be charged or shipped out unless she re-enrolls.