Lot 18 Holdings, Inc.

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:

This is false. [redacted] / [redacted] does not send out emails to notify the customer regarding the auto shipment of wine. They send an email saying your order has shipped! That is the point at which myself and hundreds of other individuals with the exact same complaint contact [redacted] / [redacted] to cancel the shipment. [redacted] refuses to even attempt to stop the shipment even though it does not leave their warehouse for another two days. Also, we are told we will be tasting the wine then rating it, then we will be offered deals on wine. I did not even have a chance to sample the wine, or rate it, and I never chose any wines to purchase from [redacted]. Then [redacted] starts sending unsolicited wine to your door right away. If you decline the shipment they charge you anyways. When you do get a chance to taste the wine it is truly awful. If [redacted] is a legitimate business why are so many people stating they are being charged for wine they did not order and that the wine is not even drinkable? They do not notify you that they are sending you wine you did not order so that you may cancel it beforehand. When you call two days before it is even leaving the warehouse the offer no opportunity to cancel the wine. Does this sound like they are giving you an opportunity to cancel as they say they are? I have all my emails from [redacted] saved there is none stating, " You are about to be charged for six bottles of wine you did not agree to have automatically charged to your bank act. would you like these wines ? " if you read the complaints all over the internet about [redacted] / [redacted] they all say the same thing. No warning email. No opportunity to cancel even when you call within moments of receiving an email saying you are being charged. If all of us consumers are ignoring our emails from [redacted] why is it we all sure notice that one quickly? I have definitely been defrauded by [redacted] / [redacted] along with hundreds of other people.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] makes wine club policies are both clear and publicly accessible. All members who enroll must agree that they have read and understand the club policies. In this case, [redacted] enrolled herself into the [redacted] and agreed that she had read and understood the club policies. By enrolling in the wine club, she authorized the [redacted] to charge her credit card for wine shipments until she canceled her membership. She also agreed to the club's policy that shipments will be sent whether or not the customer has submitted their online tasting kit ratings. Additionally, she agreed to the club policy that orders cannot be canceled. This information is presented on the enrollment page to be reviewed before entering and submitting payment to start a club membership.
In addition to having agreed to these policies upon enrollment, [redacted] had access to this information at all times by visiting [redacted] website. Please note that information regarding the club's policies and terms is available publicly. This means that both members and non-members can access the information on the [redacted] website. 
Further, as a member [redacted] had access to her upcoming shipment dates, as well as an online cancellation option, inside her [redacted] account. Additionally, [redacted] was sent--and received--multiple emails about her membership and orders. These emails encouraged her to rate her tasting kit prior to her next order while also clearly stating the date her next order would be processed and charged to her credit card. For the shipment [redacted] is contesting, she received 2 emails stating the date her order would be processed, both 14 and 7 days prior to the order processing. Email logs show that both messages were received by [redacted]'s email client. This means that neither message bounced back and her email client accepted the messages. 
To confirm, [redacted] received upcoming shipment reminder emails, alerting her to the fact that her next order would be processed on 10/*/14. The dates [redacted] received the reminder emails are:
9/**/2014
10/*/2014
In total, [redacted] had 30 days from the date of her enrollment until her next shipment was processed to request a membership cancellation. She did not do this and, per her agreement, authorized the [redacted] to process another shipment on her account. On the date of 10/*/14, [redacted]'s order was charged to her credit card and a third email was sent out to her with the details of the purchase. 
The above clearly demonstrates that [redacted] had agreed to the club policies, had access to information about the club policies and was actively informed, both online and via email, about upcoming orders. Although [redacted] had access to all of the information outlined above, she did not contact the [redacted] to cancel her membership until after her last shipment was charged to her account.
To recap:
#1 [redacted] enrolled herself into a wine club, agreeing to receive shipments and also agreeing that she had both read and understood the club policies. 
#2 [redacted] had access to the club policies at anytime, by visiting the [redacted] website. 
#3 [redacted] received multiple emails informing her the date on which her next order would be processed, as well as confirmation emails when orders were charged to her credit card and when packages shipped out. 
As [redacted] agreed to be charged and sent wine club shipments and did not submit a cancellation request until after her last shipment was processed, the [redacted] cannot offer her a refund. This is in keeping with the policy that [redacted] agreed to have both read and understood before submitting her wine club membership. 
At this point, the [redacted] requests that the Revdex.com issues a ruling on this complaint. The consumer agreed that she both read and understood the club policies upon her enrollment yet has submitted a complaint that she was charged for an order she had authorized the [redacted] to process and ship to her. If any additional information is needed, please let us know.

Thank you for notifying us about the need for follow-up.To confirm, Tasting Room is a subscription wine club service. This information is publicly available on our website and detailed on all enrollment pages. All new members must agree to the club's terms and conditions, which includes authorizing the Tasting Room to process, charge and ship new packages of wines until the membership is canceled. [redacted] agreed that they had both read and understood these terms before submitting their payment and membership details on the date of October **, 2014. Tasting Room offers members both flexibility and advance notice of upcoming shipments. Members need only visit their online account to do the following:1. Cancel a subscription2. Change the date of an upcoming shipment will be processed3. Review upcoming shipment datesMembers can also call the Tasting Room member services department for help with any of the above. The restocking fee is only levied if a customer refuses or misses delivery of a shipment processed during the course of their membership. In this case, [redacted] neither canceled their membership nor rescheduled the date of their upcoming shipment in the 30 days between the start of their membership and the scheduled date of their second shipment. Per [redacted]'s agreement with Tasting Room, their second wine club shipment was processed on schedule, 30 days after the start of their enrollment. In response to receiving an email confirmation that the shipment was processed, [redacted] contacted Tasting Room to request a cancellation. [redacted]'s membership was promptly canceled and, in keeping with the Tasting Room policy [redacted] agreed to upon enrollment, [redacted] was informed that the most recent shipment could not be canceled as it has already been processed. As [redacted] refused the delivery of their shipment, a refund was issued for the value of the wine and the $15 restocking fee was applied, per the Returns policy publicly explained on the Tasting Room website:Frequently Asked Questions: [redacted]Terms & Conditions: [redacted]At this point, we kindly ask the Bureau to make a decision regarding this complaint as we have demonstrated the following:1. The consumer had the opportunity to review the club policies and terms before enrollment and submitting payment for their first wine club shipment.2. The consumer agreed to be charged and sent wine club shipments until a cancellation was requested.3. The consumer was informed of all club policies and upcoming shipment dates via information posted in their Tasting Room online account.4. The consumer did not request a membership cancellation until after two shipments were processed.5. The consumer received a refund for the shipment they refused.

Thanks for notifying us of this dispute. As the customer states, they did not request a membership cancellation until after their latest wine club shipment was charged and processed. Per the membership terms clearly stated in large print, not fine print, on our enrollment forms, in the FAQs on our website as well as the Terms section of our site, processed orders cannot be canceled. Here are the policies stated on our website:
 
Feedback & Returns
How can I provide feedback?
Can I cancel my order?
What if I refuse my shipment?
How do I return my product?
What do I do if my product is damaged?
What do I do if I don't like my wine?
Can I change my shipping address?
Can I recommend products for Tasting Room to offer?
I'm a supplier/producer and would like to see my products offered on Tasting Room.Who can I contact about this?
How can I provide feedback?
We welcome your feedback! Please email [redacted].
Can I cancel my order?
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.
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 $15 return shipping fee.
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.
 
These policies can be viewed here: [redacted]
 
Thanks for your time and consideration in resolving this complaint.

Thanks for alerting us to the need for clarification. To confirm, all members can cancel their accounts over the phone during business hours. They can also access cancellation information online. If they visit their account, they can request that cancellation instructions be sent via email. This service works perfectly, as it did for this customer.
The email response is automated and I have included the customer's initial email to us to cancel and the email response back with full instructions on completing a cancellation request over the phone or online. Note that the response was sent the exact same minute that we received the customer's email requesting cancellation; this is because it's an automated service and emaling [redacted] triggers an email with full cancellation instructions to be sent immediately. The email response we sent went directly to the same exact email address the customer used to email our company less than a minute before and it did not bounceback which means the customer's email client accepted delivery. 
Even if a customer does not choose to cancel online or respond to the emails we send, they had the option to cancel over th ephone during business hours. This information is clearly stated on our website. Here is the exact text listed on the publicly accessible FAQ section on our site: 
 
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 time.

Review: I ordered from the Tasting Room (aka Lot 18) a sample kit of their wine. When we received the kit we came to the conclusion it was the worst wine we had ever had and were going to cancel but life got busy and they charged a shipment and we received the wine which is fine, we didn't cancel it. Although the box has not even been open and still sits on my kitchen table the wine is that awful. I called on August [redacted] to cancel the membership after sitting on hold for nearly 20 minutes I was automatically transferred a voice mail. I left a message stating I wanted to cancel my membership and stop all future shipments and requested a call back. After 2 days of not hearing back from them I called again. This time I waited 10 minutes and was transferred to voice mail. I stated the same exact thing I did before. On August [redacted] and August [redacted] I called again and the same exact thing happened. August [redacted] I received an E-mail stating my membership was cancelled and no further charges would be made. However, on August [redacted] there is a charge from the Tasting Room for $39.98. I called on August [redacted] to complain, had to leave a voice mail AGAIN! And AGAIN asked for a phone call back and AGAIN got an E-mail that because the order was already processed there was nothing they could do and basically tough for you. However, this charge should have never been made had I received a return phone call back when I 1st called on the [redacted]. Not to mention the tracking number I received on the [redacted] shows that the order did not ship until the [redacted]. That was MORE than enough time for the company to fix the mistake THEY made with severely lacking customer service.Desired Settlement: I am more than happy to just write "return to sender" on this next shipment that is supposed to be coming (2 weeks after I was charged for it) for a refund of the $39.98. And I will even send back the other shipment as at this point I will just pour it out and throw away the bottles.

Business

Response:

Thank you for bringing this matter to our attention.

[redacted] was enrolled in the Tasting Room wine club between the dates of 6/**/2014 and 8/**/2014. She enrolled to receive shipments of two bottles of wine each month. During the course of her enrollment, three shipments were processed on her account:

6/**/14

7/**/14

8/**/14

The first contact Tasting Room received from [redacted] was a voicemail left on 8/**/14, requesting a cancellation of her account. Please note that [redacted]'s August shipment was processed earlier on the same day. The Tasting Room's policy, which [redacted] agreed to upon enrollment, is that orders cannot be canceled once they are processed. In response to the voicemail, [redacted]'s membership was cancelled and a confirmation was sent to the email address registered on her account. This email stated that any orders that were processed would still be shipped.

On the date of 8/**/14, [redacted] left another voicemail for the Tasting Room service department. An email was sent to [redacted] 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 [redacted], before the date of 8/**/14. Our business logs all emails, voicemails and recordings of phone calls received by through our customer service department. Unfortunately, the logs show no earlier contact from [redacted], either from her email address or phone number registered to her account. The 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 [redacted]'s account is canceled, unless she choses to reactivate her subscription at a later date. This means no further shipments will be sent. As 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 [redacted] agreed to upon enrollment. This 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: [redacted]

"You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-#### or emailing us at[redacted]. 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."

If you need any further information, please let us know. We are happy to provide additional documentation. Thank you for your help in resolving this complaint.

Review: After lookling online as to how to use red wine for dye I realized that's a really stupid use for wine I never ordered in the first place and paid 70 bucks for.

I was taken by on online ad for a wine tasting kit and a subsequent order of wine based on my personal profile. I thought it was aninteresting idea and checked my preferencefor "red only" and submitted my credit card. I got a box of red and white wines mini bottles and instructions. It was the holiday season and I was busy but looked forward to this taste test. Vendor then shipped out six bottles of red and white wines not waiting for my feedback. This wasn't the deal. And at least two had screw-caps!!!! Meanwhile I cracked one because I needed any wine for a recipe and dashed off a mail to these people which was never answered. Then I forgot about the wine but felt like wine tonight so I opened another bottle of this stuff--the "Neptune" (because it had a cork init) and took a tiny sip. It tasted like sterno or butane or something and I was going to dump it but then, God help me, I thought I could find some kind of use for it (and this stuff wouldn't even make a vinegar--I don't think it's even wine!) Anyway, they shouldn't be allowed to get away with this. I can't afford to lose that kind of money.Desired Settlement: Full refund and pick up of 4 sealed bottles and 2 open -minus 1 oz.

Business

Response:

Good afternoon,

Thank you for bringing this matter to our attention. [redacted] was actively enrolled in the Tasting Room wine club between the dates of 3/*/14 and today, 7/**/14. In response to this dispute, we have cancelled her membership so she is no longer charged for new wine club shipments while this is resolved.

Please note that Tasting Room has no record of [redacted] requesting that her membership be canceled. Her membership began on March [redacted], 2014 upon self-enrollment. During her enrollment, three shipments of wine were processed. The order she is disputing was processed on 4/*/14 and delivered on 4/*/14.

[redacted] contacted the Tasting Room customer service department on the date of April [redacted], 2014 after her second wine club shipment was processed, to state that she had not rated her tasting kit yet. In a latter message, she violated the club’s Code of Conduct by using profane language with our staff. A copy of the correspondence between [redacted] and the Tasting Room service staff is attached showing her use of foul language and our service staff’s efforts to explain the basic club policies to her.

For background, our club offers members the unique opportunity to submit online ratings of a wine mini-bottle tasting kit, sent at the start of their wine club membership, which are then used to personalize the wine club shipments they receive. Rating the kit is completely optional and future shipments will be sent regardless of whether or when online ratings are submitted. If members rate the kit, their future shipments will be customized based on the red and white wine preferences identified through the rating. If members do not rate, our curators will choose a mixed shipment of red and white wines for them.

This information is clearly stated on the Tasting Room's online Frequently Asked Questions page and members who have not submitted ratings after receiving their tasting kit shipment are sent several reminder emails encouraging them to do so before the date their next shipment is charged and processed. If members do not rate before a shipment is processed, we do not offer a return or cancellation on that order. Instead, we encourage the member to rate the kit and have this applied to latter shipments.

As the tasting kit ratings set our wine club apart from other services, we do want our members to submit the ratings and actively reach out to members who have not submitted ratings with gentle reminders to do so in order to have the best experience with our club. However, Tasting Room does make it very clear, both on our FAQs and in email correspondence with new members, that ratings submissions are not required and that orders will be processed whether or not a member has rated their tasting kit.

To date, [redacted] has not submitted her tasting kit ratings online. On the date of 4/*/14, when she emailed the Tasting Room service team, she received an email explaining that several reminder emails were sent out prior to her order processing date and offering to cancel her membership if she so desired. In response, [redacted] replied that her order had been delivered and cursed at our service staff.

As stated in our club’s terms and conditions, as well as posted on the Frequently Asked Questions section of our website, Tasting Room does not offer order cancellations, refunds or return pick-up for orders that were processed during an active enrollment. If [redacted] has issues with the quality of the wines she received, she is welcome to contact our service team to resolve this issue. We do offer credit if a wine is flawed or damaged. Please note that the Tasting Room is a wine club and the wines we offer are meant for consumption. Tasting Room does not market our wine club as an alternative to fabric dye. Additionally, Tasting Room makes no claim that the wines we offer will or will not have screw caps; our selections may have a cork or screw cap.

The Tasting Room FAQs can be reviewed here: [redacted]

Relevant passages are below:

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.”

Can I cancel my order?

“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.”

How do I return my product?

“Tasting Room does not generally accept physical return of shipped products. If you are unsatisfied with any wine that you received, please contact [redacted]. We are happy to find a resolution which may include a site credit, refund or replacement.”

Tasting Room Terms & Conditions are also posted online here: [redacted]

Code of Conduct:

22.1 At Tasting Room by Lot18, we continually strive to offer our members a superior experience by curating small-production, hard-to-find products that our procurement teams discover from all over the world. We also do our best to offer a first-class experience for our members, and uphold the highest degree of professionalism. We, therefore, reserve the right to cancel and/or terminate any member’s account for any violation of the Terms & Conditions listed throughout the site. Any fraudulent behavior, creating of multiple accounts to acquire additional credits, spamming, flaming, excessive use of profanity or abusive language, either on Tasting Room by Lot18 or any other website in regards to Tasting Room by Lot18 or while contacting any of our Member Services team, will not be tolerated.

Consumer

Response:

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:

I just got another order of wine that I don't want. This better not be on my card! Funny how a shipment of wine shows up here after I filed this complaint. Well not funny. I'm a disabled 9-11 responder. I'm not up to this stress. I entered something thinking it was worthwhile and it's not. Really creepy how they just happened to ship nine bottles! I thought it was pro bono and I was miffed because who wants truly awful undrinkable wine?!

Thanks for more problems Lot 18. The deal was that you would send wine after the taste test but you sent wine regardless. Now I'm drowning in awful wine. I would think it's apparent I cancelled. I guess I'll do a credit card dispute. Great.

Have to love your business ethic.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This company sells wine as a subscription service. They send a tester kit with different wines, then based on your responses, send you a personalized set of wines each month. I never returned the test kit, and was sent wine without being contacted. Their representative stated in a phone conversation that, prior to any wine shipment, they send an email to confirm with the customer that they will be sent and billed for wine. I never received an email, and ended up with over $60 of wine I didn't order or want. They refused to return the wine, unless I took a $15 penalty in "restocking fee." Their terms of service never stated that they would automatically send wine [redacted]without contacting the customer first.[redacted]

Business

Response:

Thanks for alerting us to this dispute. The complaints that [redacted] make are clearly covered in the [redacted] terms and conditions, as well as addressed in our wine club's publicly-posted Frequently Asked Questions section online. The information she was provided by the [redacted] customer service department is accurate and the events she described are exactly what she agreed to upon enrollment in our wine club. A timeline of [redacted]'s membership and an explanation of relevant club terms is below:[redacted] self-enrolled into the [redacted] wine club on the date of October **, 2014. New enrollees are sent a tasting kit shipment of miniature wines that they have the option of rating online, at [redacted]. Rating the samples is completely optional. It is not a requirement of membership. It is clearly stated during enrollment that shipments of wine will be sent whether or not the tasting kit ratings are submitted which [redacted] agreed to have read and understood when submitting her enrollment.Information about rating is publicly posted on the [redacted] website for both members and non-members to review. The Frequently Asked Questions on [redacted] clearly states the following:If you haven't logged in to rate the wines in your kit 30 days from when you placed the order, our wine curators will simply select a range of wines for your first shipment of regular-size bottles. Of course, you can rate those wines after you receive them, and you can also log in and rate the wines in your kit – do this at any time that suits you. You're not required to rate any of the wines we send you."[redacted]On 10/**/14, [redacted] agreed that she had both read and understood the [redacted] wine club terms and conditions--including the above policy about tasting kit ratings--before submitting her membership enrollment. After submitting her enrollment, she had 30 days to either submit her tasting kit ratings or request that her next shipment be pushed into the future to give her more time to rate. During those 30 days, [redacted] neither rated her tasting kit online nor re-scheduled her next shipment processing date. As a result, her next shipment was processed on the scheduled date of 11/**/14. This is the information that was listed in her online account with Tasting Room. The very first contact [redacted] had with the [redacted] was two days later, on 11/**/14. Per her request on that date, her membership to the [redacted] was canceled which means no further orders would be processed. Her order from 11/**/14, which was already processed, was shipped per [redacted]'s agreement with the Tasting Room. In fact, the publicly posted Frequently Asked Questions section states the following about order cancellations:"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"[redacted]The [redacted] does accept returns on club shipments. Members need only return the unopened wines to the address provided on our website to receive a refund. Instructions on how to return the wine, as explained on the publicly posted Frequently Asked Questions section of the [redacted] website are below, for review: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]

If a member misses their delivery attempts and does not pick up their wine from the package carrier and it is returned, then the [redacted] will process the return and refund the customer's credit card, minus any original shipping charges, and charge a $15 return shipping fee. If [redacted] returns her wine club shipment, she is entitled to a refund for the cost of the wine. To date, [redacted]'s shipment was delivered to her residence on 11/**/14 via [redacted]. The [redacted] has no record of [redacted] returning her shipment, thus she is not entitled to a refund as she is in possession of the wine. If any further details are needed, please let us know. We are happy to help the Revdex.com reach a resolution on this issue.

Consumer

Response:

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 [redacted] neglected to state that their own phone service representative said to me that prior to sending a shipment of wine, they will send a confirmation email, that I would be able to then call them and cancel the shipment.Additionally, if I chose to return the wine, I would be subject to a $15 restocking fee. I asked that, since I never received the email, I'd like the restocking fee waived.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The [redacted] attempts to contact members, via email, with courtesy reminders prior to their order dates. [redacted] does not guarantee that these courtesy reminders will be received by the customer. Whether or not a member receives a courtesy reminder via email, their order will be processed per the schedule they agreed to upon enrollment (or agreed to upon making any later updates to their account). Additionally, all members have access to their upcoming shipment dates simply by logging into their [redacted] online account. This is covered in the [redacted] Terms of Service, publicly posted on our website here: [redacted]5.2 [redacted] by Lot18 will attempt to send two courtesy reminder emails – one 14 days and one 7 days prior to your next club shipment – to the email address we have on file. Once the order has been placed you will receive an email receipt for your records. Please be sure to add [redacted] to your address book and mark [redacted] by Lot18 emails as "Not Spam." You may postpone your order or cancel your membership at no cost before the order is placed. If you have received your shipment and would like to return it you can send your unopened wine to [redacted] to receive a refund. 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. 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.As [redacted] did not contact [redacted] prior to her order processing date, she was charged for and shipped wine per the agreement she made with the [redacted] wine club. As the wine is delivered, she has the option to return the package to the address above to receive a refund for the value of the wine. Please note that a $15 restocking fee will apply.

Tasting Room by Lot18 sends you wines you never ordered, makes you return the unordered wine at your expense (plus they refuse to refund the $20 shipping they charged to send you the wine you never ordered in the first place) and their customer service reps are unbelievably rude and condescending. Talking to them was absolutely chilling. They claim you can NEVER speak to a supervisor and that a supervisor will only communicate by email in 3-5 business days.
All I ever ordered from this company was a tasting kit. I didn't like any of the wines in the tasting kit so I didn't bother to go on their website and "rate" the wines which would then generate my profile and trigger a box of wine being sent to me.
On the front page of their website under "How it Works" it clearly state that "Immediately after you rate your wines, we'll send you a shipment of wine in regular-size bottles." Since I didn't ever follow through with rating the wines they should never have sent me a shipment. And on their website when ordering a tasting kit it clearly states the steps to follow before a shipment will be sent to you:
*Go online and rate the six wines in the Tasting Kit.
*View your free wine profile (I never got a profile because I never rated the wines).
*Just 24 hours after you get your profile, we'll ship you twelve regular-size bottles (750ml) of wine that match your taste preferences.
They never sent me my profile because I never rated the wines therefore they should never have sent the almost $200 case of wine that I don't want and didn't order.
Nowhere in their Terms and Conditions does it say you will be sent wine whether you want it or not, even if you don't rate the tasting kit or get a profile. It does basically say this in their FAQs; however, Frequently Asked Questions does not equal Terms and Conditions and a consumer shouldn't have to click on every single part of a website to find the one unofficial place where they inform you they intend to rip you off.

Review: I signed up online with the Tasting Room for a wine sample kit. They required I put in my credit card to receive the kit, which had a small charge. There online literature never mentioned this was an automatic delivery service and that I would have to cancel or be shipped some generic chosen wine.

When my credit card was charged, I called to inquire and they insist that cancellation will include full payment for shipment and a $15 re stocking fee. They refused to credit this due to their deceptive marketing.Desired Settlement: I would live all fees waived and the full $180.00 charged credited back to my original credit card.

Business

Response:

Thanks for bringing this matter to our attention. To confirm, the customer was informed s/he was joining a wine club subscription service. The pricing and shipment schedule are printed, in detail, right next to the fields where customers enter their age and billing information on our enrollment form. In fact, you can see this live online here: [redacted]Here is the text printed on the form this customer used to self-enroll in our wine club. Note that it clearly explains that shipments are processed 30 days after enrollment if the customer does not rate their tasting kit, which this customer did not do:OFFER DETAILSYour 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 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 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, 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 club. As the customer did not cancel their membership in the first 30 days, another shipment was processed per the agreement they made with our company. If the customer wishes to receive a refund for the value of the wine, they may return the package. Information on our return policies is publicly posted on our website here: [redacted]

Consumer

Response:

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:

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 charged. The 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 cancel. Yes, 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 $15 restocking fee.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thanks for notifying us of this dispute. As the customer states, they did not request a membership cancellation until after their latest wine club shipment was charged and processed. Per the membership terms clearly stated in large print, not fine print, on our enrollment forms, in the FAQs on our website as well as the Terms section of our site, processed orders cannot be canceled. Here are the policies stated on our website: Feedback & ReturnsHow can I provide feedback?Can I cancel my order?What if I refuse my shipment?How do I return my product?What do I do if my product is damaged?What do I do if I don't like my wine?Can I change my shipping address?Can I recommend products for Tasting Room to offer?I'm a supplier/producer and would like to see my products offered on Tasting Room.Who can I contact about this?How can I provide feedback?We welcome your feedback! Please email [redacted].Can I cancel my order?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.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 $15 return shipping fee.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. These policies can be viewed here: [redacted] Thanks for your time and consideration in resolving this complaint.

Consumer

Response:

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:

I am disputing that my wine shipment was actually processed. Just because my card was charged, the wine was not yet shipped and could have been stopped. This would prevent the shipping charges and re stock fee. There 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,

Review: On 9/**/2014, I noticed there was a charged on my bank account of 68.00 dlls from this company, I called the bank and they provided me with the phone number to call and find out about the charge. I called the same morning and a person by the name of [redacted] (He said he was only allowed to give his first name), said that I went into the wine tasting room with the information I received and answered the questions and based on this information they had sent me (on the day I called) a box of wines based on my test. I told him I I had never input any information and had never signed for a membership, that I wanted my money back and if he could transfer me to a complaint department of person, he stated that there was no complaint department and he could only give me the supervisors first name [redacted], and that she will send me an email within a day. I also asked him if he could give me the name of the city they were working from and said he could not give that information either.Desired Settlement: I want my money back!

Business

Response:

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.

Review: I was advised that I had fraudulent withdraws on my account which above business was involved in. I tried to contact them as requested by bank to have my information removed and to initiate repayment. [redacted] how emailed me back refused to remove my information and refused to provide me a return address to send back product I did not order.Desired Settlement: Refund and have my account information removed which was setup fraudulently.

Business

Response:

Review: I purchase a tasting kit from Lot 18 which arrived as stated in March 2014. I then agreed to purchase a 1/2 case of wine and my credit card was charged $64.86. I was given an estimated delivery date of 4/**/14. I was out of the country, returning on 4/** so was prepared to be at home to sign for the shipment. However, while I was away the shipper attempted delivery 3 times. At that point it is the shippers policy to return the shipment to Lot 18. I have sent several emails and have called twice. I had 1 email answered which indicated that I could change my shipping address to my work address so someone would always be present to sign. I was told to email back when I had changed the address; that the shipment would be forthcoming. I did that on 4/**/14. So far, no wine, no calls, no emails, no credit despite my attempts at contact.Desired Settlement: At this point I hesitate to do business with this company. But if they send me the wine that would be satisfactory. If not, I want a full refund on my credit card.

Thank you for your help.

Business

Response:

Thank you for bringing this matter to our attention. [redacted] was fully refunded on 6/**/14, which is the date she left a voicemail message with Tasting Room. An email confirming the refund was sent to the email address [redacted] registered on her Tasting Room account: [redacted]. A copy of the confirmation email is attached.

Three service representatives, of the Tasting Room, have tried to help [redacted] 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 [redacted], [redacted] was in contact with two different Tasting Room representatives. On the date of 4/**, [redacted] 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 [redacted] and asked that she confirm that the shipping address on file was correct (emails attached).

On 4/**, [redacted] emailed our member services team again restating that her shipment had been returned and providing a new shipping address in her email. The 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 [redacted] 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.

[redacted] 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 [redacted] was the above-mentioned voicemail on 6/**/14. After receiving her voicemail, a third representative promptly refunded [redacted], 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 [redacted]'s registered email address. Additionally, the representative sent [redacted] a personal email confirming the refund (attached).

Consumer

Response:

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,

Review: [redacted] offered a free tasting kit on June **, 2014. Their website said if you reviewed the product, it would be free. At the checkout on their site, my total charged was $0.00, However I received an email receipt that I was charged $9.95. Since the offer said free if reviewed, I gave them the benefit of the doubt and waited until I received my kit and reviewed. Now [redacted] says they never ran such promotion and I must have misunderstood the advertising. I have found hundreds of people who responded to the same offer and were also charged. They too are now trying to get a refund with the same runaround.Desired Settlement: I would like to be refunded the $9.95 since I reviewed the product as directed and should not have been charged.

Consumer

Response:

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. The refund was given today.

Sincerely,

Review: I received an email stating my order of wine was being processed I was given a time frame to cancel the order I did so in the allotted time but received an email stating my order had already been processed and debit card had been charged I sent follow up emails and phone calls and no response was givenDesired Settlement: Full refund of all charges

Business

Response:

Review: I ordered a $10 wine tasting that came as expected and was great.

After filling out the tasting notes, they charged our credit card $84.49 for a case of wine (12 bottles)

The delivery was supposed to arrive on Nov [redacted]. They don't answer the phones, don't return calls when messages are left. The Emails aren't returned and when a comment is left on Facebook they deleted my comment and blocked my account. I disputed my charge through my credit card and will also by mail.Desired Settlement: I would love to have them keep the money if they explain more why it's so late and send the wine. But if they can't or don't respond then I'd like my credit card refunded.

Consumer

Response:

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.

Lot18 as per TastingRoom has contacted me to explain the issue and was very nice about the whole thing. My wine has been shipped as well (today). I am grateful for the communication and hope it remains that way for other customers.

Sincerely,

Review: I enrolled in the Tasting Room's tasting trial in December 2014 for purchase in the amount of 9.95. Thereafter, an order for January 2015 was processed and I subsequently received my first set of wines for 59.99 as advertised, with free shipping. Pursuant to the "cancel anytime" policy, I did so. I sent a correspondence in January 2015 regarding a cancellation to my membership but that it was acceptable that the next order for February 2015, in the amount of 59.99, as advertised. I was charged $168.00. I don't see how this is an acceptable amount in light of my "club" status and I find it deplorable that this charge occurred altogether. I won't accept this shipment. I contacted the business which has sub par customer service and was informed I would be reimbursed the above amount, with a $15 dollar packing fee exception and a $20 shipping fee exception. I refuse to accept these exceptions in light of the facts and find these business policies and procedures to be in bad faith.Desired Settlement: Better business and a full refund.

Business

Response:

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.

Review: I ordered a tasting sampling kit from the Tasting Room by Lot18. Prior to having an opportunity to even sample the wines, I received an email stating my order was on it's way. I wasn't prepared to receive an order since I hadn't even had an opportunity to try the samples. I logged onto Lot18 to cancel the order, and couldn't find anywhere on the site where there was evidence an order was placed. I searched for over a half hour and I'm computer literate and accustom to using websites to place product orders. I figured the email was a mistake since I found no evidence of an order being placed. I then received a second email showing over $160 in debit card charges for wine I never ordered! I called immediately to cancel the order and was told the order wouldn't be canceled even thought the order wasn't shipped (no tracking number was sent with the statement showing the bank charges). Customer service was rude and I admit, I lost my temper. Basically this company is advertising a low cost sample pack but then charging the members card with very high priced products without a notice to review an order prior to shipment. There is no way to see the order in the portal to cancel. The company is unethical in the way it is capturing high priced sales. I want a full refund. This is the only acceptable remedy to the problem.Desired Settlement: I want a full credit card refund and cancellation to the membership.

Business

Response:

Thank you for bringing this matter to our attention. To confirm, [redacted] membership to the Tasting Room wine club was canceled, per the customer's request, on 2/**/15. A refund for the value of the shipment has since been issued as the customer refused delivery and the package was returned.Please note that the order the customer is contesting was processed prior to their wine club membership cancellation. The Tasting Room policy, which 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 processed. Membership cancellations do not retroactively cancel past orders and the Tasting Room does not offer cancellations for orders processed prior to a membership termination request. [redacted] self-enrolled into the Tasting Room wine club on the date of 1/*/15. During enrollment the customer 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 the customer agreed to before submitting payment on 1/*/15. 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 [redacted] used to enroll in the wine club. During enrollment [redacted] was informed that a second wine club shipment would be processed in 30 days. The Tasting Room offers members advance notification of upcoming orders and the flexibility to change or cancel orders. Upcoming shipment dates are listed in each member's account alongside online features that allow members to schedule the date their next order will be processed. Members can push their next shipment date up to 1 year into the future. Members can also request that an order ship earlier than scheduled. As [redacted] did not cancel their membership or contact the Tasting Room during the 30 day period after enrollment, their next order was process on the date of 2/**/15 at 10:04 AM EST. After the order was processed, the customer was contactedvia email with the order details. It was only in response to the order confirmation email that the customer called the Tasting Room service department to request a membership. This call occurred on 2/**/15 at 10:10 AM EST. At that point, our customer service staff explained the order cancellation policy both verbally, during a phone call, and in writing, via an email. [redacted] was also provided with details of our return policies and procedures. Please note that information about the return policy is also publicly posted on the Tasting Room website in our FAQs (Frequently Asked Questions) section. [redacted] called the Tasting Room twice on 2/**/15. During her first call, the policies were explained and the customer’s membership was canceled. In response, [redacted] cursed at the representative helping her. The Tasting Room does not tolerate the use of profane language or abusive behavior toward our staff. This is explicitly stated in the Terms that [redacted] agreed to when she enrolled in the club on 1/*/15, in a section detailing the Code of Conduct for club members. A supervisor followed up with the customer several times via email as they had requested that their order cancellation request be escalated. The first email confirmed that the customer’s membership was canceled and that the current shipment would be the last sent as it was processed prior to the customer’s cancellation request. The second email explained that no further profane language directed at the Tasting Room staff would be tolerated. [redacted] replied that “I could care less about foul language.”On the date of 2/**/15, [redacted] refused delivery of their package and a refund for the value of the wine has been issued, for the total of $149. Per the Tasting Room Returns policy, a restocking fee of $15 was charged. As the customer has canceled their membership, no further shipments will be processed or sent unless they choose to re-enroll at a later date.We appreciate the Bureau's help in resolving this complaint and are happy to provide any further details. [redacted] Membership Timeline:1/*/15 - Customer self-enrolled into the wine club, agreed that they had both red and understood the terms and conditions. Customer was charged for initial shipment.1/**/15 - Customer’s first wine club shipment was delivered by [redacted]. 2/**/15 10:04 AM EST– Second wine club shipment processed. Customer was emailed a confirmation. 2/**/15 10:10 AM EST - Customer called Tasting Room to cancel her membership. No previous contact prior to this call. In total, Tasting Room service department responded two 2 phone calls and several emails from the customer. 2/**/15 – Customer refused the delivery. [redacted] initiated return of package. 2/**/15 – [redacted] returned package to fulfillment center.2/**/15 – Refund for the value of the wine was issued for returned package. $15 restocking fee charged.

Review: I initially joined [redacted] and proceeded to order the initial startup kit of wines at $91.24 on August *, 2013. I was told that the shipment would occur August **, 2013 this was acceptable at the time, so I continued with the transaction, expecting shipment, and charges to my account to occur on August **. After reviewing my bank statement, I determined that the charges had already been applied to my account on the day of August **, 2013. As no shipment confirmation occurred, I did not appreciate the fact I was charged in advance, as most companies do not charge until fulfilling the shipment. After August **, 2013, I inquired about my order and after a delay of several days with no reply, I submitted a second inquiry into the status of my order and indicated that if they had not shipped my order, I expected the order to be cancelled and my membership refunded. I received a response to the second email and they indicated that my membership had been cancelled. There was no indication that a refund was pending, or that the order had been cancelled. This service is unacceptable in that they have not provided timely responses to all concerns, nor have they addressed my request to cancel the order, and refund my credit card. By replying that they have only canceled my membership, they deliberately avoided the issue of a refund.Desired Settlement: I expect that the company cancel the order and 100% refund my account promptly. They have avoided addressing the issue of the refund and the order status, and I desire that an email confirming the refund and cancellation specifically be provided to demonstrate the issue is closed.

Business

Response:

Review: A month or so ago I ordered the "bottle sample package" from Tasting room aka Lot 18, and paid the 6.95 shipping costs and it was to my understanding from what is largely displayed on their site that you try the wine and fill out the information picking out the bottles of wines that you like and then they ship the wines you like. I tried the wines and never submitted any information, never filled out a profile, or sent any correspondence selecting any wines or anything. I also never saw anything in the original page I joined from or the site saying they would automatically send any shipments out.

I logged on my online banking and saw that there was a charge from them of $168.99 for a full case of wine. I did not authorize this nor was I aware of this in my membership. I sent an email today canceling and requesting a refund and have tried calling and after waiting on hold decided to hang up.Desired Settlement: A refund, I will not accept this shipment that has not even arrived yet. I am requesting a full refund of the 168.99.

Business

Response:

Thanks for bringing this matter to our attention. Please note this customer self-enrolled into our wine club subscription service. The 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 request. To confirm, the Tasting Room has canceled the membership in response to the dispute.Customer self-enrolled on the date of 11/**/2015. 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 address. This information can be seen live online here as it is the same enrollment form the customer used: [redacted]Note that it explicitly states that customers who do not submit tasting kit ratings in the first 30 days will receive an order comprised of 12 customer favorites, which is what happened here as the customer did not submit ratings online in the first 30 days.Further, the Tasting Room attempts to contact members via email 14 and 7 days prior to an order processing date. Though receipt of emails is not guranateed; it is our standard practice. Further, customers who have not rated their kits are sent emails specifically encouraging them to do so. Further 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 schedule. Their account was canceled upon receiving this dispute. The customer's first contact with our company occurred on 12/**/15--nearly 5 hours after they were contacted that a new order had already been charged and processed on their account. The 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 membership. More than 24 hours have passed since the customer was sent instructions via email; the customer had neither logged into their account nor canceled the membership.To confirm, we do not offer cancellations on processed orders. Customers may cancel their membership at any time, and this will cancel upcoming orders. It does not cancel orders that were charged and processed prior to the membership cancellation. As the customer did not cancel their membership, an order was processed per the agreement they made with our company. At this point, the customer has the option of returning the package to receive a refund for the value of the wine. Details on our return policies are found on the publicly posted on our website's FAQs (where our cancellation policy is also found): [redacted]If any further information is needed, please let us know. To recap, we have included:A link to the actual enrollment page the customer used to sign themselves up.The 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 30 days of membership. Confirmation that the customer's latest order was authorized and processed on schedule.Confirmation 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/**/15.ACTUAL TEXT FROM THE ENROLLMENT FORM:our 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 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 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.

Consumer

Response:

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:

Completely false. I did not receive any emails 14 days or 7 days prior that they would be shipping an order. On the initial sign up it says to send a response with what wines we like to START receiving shipments of wine. I never sent any information back or filled out a profile, "selecting my wines". These are deceptive practices and they know exactly what they are doing. The ONLY emails I received that my items were shipped was on the [redacted] of November 2015 which were the wine samples and an email the [redacted] of December of 2015 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 hours. I emailed on the [redacted] of December at 9:56 AM requesting cancellation and they cancelled my membership on the [redacted] of December. I will not accept the shipment as it states someone over 21 has to sign for it and I would like to know when they will process the refund of $170.00 to my account.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,