Lot 18 Holdings, Inc.

Review: I signed up for a trial, as I was interested in the small sampling kit (for wine). I immediately tried to cancel my membership (as I didn't want to buy/receive 12 full bottles of wine from them!), but lot18 made it nearly impossible. The website (as of Sept **) had no option for cancelling. The fine print simply said "call number to cancel". I called them, but the message said that there would be a wait of over an hour, and that I should leave a message. I left a message to cancel, and thought that it was done.

Now, a month later, I received an email that my debit card was charged nearly $100, and they were processing my order to get it ready to ship. I immediately called them, and they said "too bad, our policy is to not cancel anything after we start processing". I explained that I had tried to cancel, but they said that that "wasn't in their system". They had just redone their website to make it easier to cancel, but would not make any concessions to those who were trying to cancel before the website redesign.

They said that they "should have" sent emails multiple emails prior to processing the order, informing me that this will happen, but I did not receive any such emails. After I told the customer service rep this, he said "too bad, but our policy stands".

Basically, they lure you in with a trial, then make it nearly impossible to cancel, and then refuse to honor requests to cancel orders (before the orders are shipped), because it's "too hard". They charged my debit card, and my bank was unable to reverse the transaction.Desired Settlement: I would like a refund, and apology, and a change in their policy for not reversing orders. They also need to train their customer service reps to be less rude (especially one named "[redacted]").

Business

Response:

Thank you for bringing this matter to our attention.

The customer, [redacted], was enrolled in the Tasting Room wine club between the dates of 9/*/14 and 10/*/14. The customer self-enrolled online on the date of 9/*/14. During the customer's enrollment, they received two wine club shipments.

The first shipment was processed on 9/*/14 and delivered by UPS on 9/*/14.

The second shipment was processed on 10/*/14 and delivered by UPS on 10/**/14. The signatory for the second shipment is listed as "[redacted]."

The Tasting Room did not receive any contact from the customer until the date of 10/*/14. To confirm, the customer's second wine club order was processed at 11:07 a.m. on the date of 10/*/14. This triggered an email notification to the customer containing the order details.

Tasting Room has no record of any contact, by email or phone, from this customer, before 2:29 p.m. on the date of 10/*/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 the customer, either from their email address or phone number registered to their account. The first record of contact was 10/*/14, after their October wine club shipment was charged and an email notification of the new order was sent out to them.

The Tasting Room's policy, which the customer agreed to upon enrollment, is that orders cannot be canceled once processed. Customers can contact Tasting Room before an order is processed to request a membership cancellation or to change the date the order will be charged and processed. Additionally, customers can also log into their Tasting Room account and take these actions online.

In response to the the customer's first of three phone calls on the date of 10/*/14, their membership was cancelled and a confirmation was sent to the email address registered on her account. This email stated that any orders that were processed would still be shipped. This policy was also explained to the customer over the telephone by two different Tasting Room representatives. Further, the policy was explained in writing via two emails, as the customer also sent an email on 10/*/14 after speaking to a representative on the phone and calling back to leave a voicemail.

We can confirm that [redacted]' account is canceled, unless they choose to reactivate their subscription at a later date. This means no further shipments will be sent. The shipment delivered on 10/**/14 will be the customer's last.

As we have no record of an account cancellation request prior to the most recent shipment being charged and processed, the Tasting Room cannot issue a refund or accept a return per the club terms and conditions that the customer agreed to upon 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 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."

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: Website clearly and plainly lists information that is contrary to contractual obligations.

When users sign up online for The [redacted]'s club, their main website states: "After rating your mini-bottles, we'll send your first shipment of 12 full-size bottles (750ml) right away." This information is very prevalent and highlighted in red on the first page of the sign-up form.

I hadn't rated the mini bottles I was shipped. Because of the website, I was under the impression that my subscription would not begin until I rated the mini bottles. However, about a month later, I was charged about $160 for 12 bottles of wine that, per the website, wouldn't be shipped until I rated my mini bottles.

While they accept refunds, the shipping is at my own cost. This means that in order to return the wine, I need to pay THEIR $20 shipping fee, plus pay another $40+ to ship the wine back via carrier of my choice. This means I'm down $60+ for a product that A). I wouldn't have anymore and B). Shouldn't have been shipped to me in the first place.

I contacted customer service immediately, and I was told that the contract, which states that wine will be shipped out regardless of previous shipments being rated, precedes the website information. Despite the fact that their website is extremely misleading, their customer service made no attempts to correct the information. They neither offered to pay the return shipping nor apologized and said they would fix the verbiage on their website.

They are now aware that their site is intentionally misleading and are taking no measures to correct their intentionally misleading website.Desired Settlement: Most importantly, I want the problem to be acknowledged and the website corrected. The advertising should ALWAYS align with the contract. It's hardly fair to advertise something completely different from the contract as customers are far more likely to read the easy to see and comprehend the advertisement. Id it's not illegal, it's certainly unethical.

Second, I want a full refund--including the shipping cost and potential restocking fee, PLUS a prepaid label so I can ship the wine back.

Business

Response:

[redacted] strives to be as clear as possible about our policies. This is why our policy about kit ratings is explicitly stated right on the enrollment page new customers use to sign up for the club. It's also posted in our website's Frequently Asked Questions section. Additionally, [redacted] includes this information in email reminders sent to new members as well as posting it in the accounts of new members leading up to their first full-size bottle shipment. The enrollment page that all customers, including [redacted], used to sign up for the [redacted] wine club specifically states:"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." Thus, customers, such as [redacted] are apprised of this policy prior to submitting their credit card information and enrolling into the [redacted] wine club.Consumers may also visit the "About" section in our publicly posted Frequently Asked Questions to easily find the following posted:What if I don't rate the wine samplers you send me? You really should. And we'll email you several times, reminding you to make the time for it. 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. But doing so enables us to refine our selections according to your feedback. And that's really why we get out of bed every morning, so please do rate the wines in your kit at the very least. It'll make you a happier wine drinker, too. Link: [redacted] Further, new enrollees such as [redacted] are actively encouraged to submit tasting kit ratings in the first 30 days of their subscription. [redacted] includes information on the upcoming order processing date in each member's account and attempts to send 2 courtesy emails, 14 days and 7 days prior to the next order date, that ask members who have not rated to do so and also restate the date that customers will be charged for another shipment. If a customer submits ratings within the first 30 days of membership then their next shipment is processed within 24 hours (barring a payment or other processing issue). Members who do not submit ratings in the first 30 days will still have an order processed unless they cancel their membership or request a later processing date. We thank the Revdex.com for their help in resolving this dispute. If any further information is needed, please let us know.

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]While one page of the enrollment form does states that "Wine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferences," this information does not show up until the 3rd page. Again, as mentioned, the first two pages of the enrollment for state verbatim: "AFTER rating your mini-bottles, we'll send you your first shipment of 12 full-sized bottles..." Please reference the attached screenshot for verification. As there is no asterisk providing further clarification, therefore this statement made twice on the enrollment format is in direct conflict with both [redacted]'s policies and the information contained in latter pages of the enrollment form. If [redacted] strives to be as clear as possible as the prior message states, then there should be no problem changing the first two pages of the form for further clarity. The majority of [redacted]'s Revdex.com complaints are regarding this exact same issue, which means there is a clear miscommunication and possible intentional misdirection on [redacted]'s part. There is no excuse for leaving the enrollment pages as they are.

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

Sincerely,

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]

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,

Business

Response:

Please note that [redacted] has filed 2 complaints about the same issue. We ask that the Revdex.com consolidate into one dispute. The other complaint is handled by [redacted] at the NYRevdex.com and the Complaint is #[redacted].We have demonstrated that our policies regarding rating are available on the enrollment materials and posted in several places online. The customer has acknowledged that they had access to all of this information. We do not see a conflict as our website and enrollment materials describe both scenarios: Scenario #1: What happens when a member rates their tasting kit.Scenario #2: What happens when someone does not rate their tasting kit. If the customer was confused about the policy, they had the option to contact our service department or visit the site's FAQs for clarification. Please note that it does not state in any of the materials that you will not be sent wine club shipments if you do not rate your tasting kit--this is an assumption made by this customer. Meanwhile, the enrollment materials and the website explain that shipments are not contingent upon rating and a that our club will attempt to process the second wine club shipment within 30 days, whether or not tasting kit ratings are submitted (unless the customer cancels the membership or re-schedules their shipment date which are features available to all members online in their account or through our service department).To confirm, the policy regarding rating the tasting kits sent at the start of each wine club subscription is clearly stated on all enrollment materials and is also publicly available on our website. In the Frequently Asked Questions section of the website, the following is posted:"How often will I receive wine shipments?After rating your kit, unless you cancel, you’ll receive your first shipment ofwine. Your first shipment will be processed as quickly as possible after yourate your kit – typically the following day. If after 30 days you have notrated the wines in your Tasting Kit, we will automatically send a selection of12 customer favorites for your first shipment. You’ll receive a new case ofwine 2 months after we send your first case. All shipments thereafter are sentevery 3 months. You can modify your shipping dates at any time via our websiteor by contacting Member Services. There are no forms to fill out, phone callsto make or emails to send. The wine comes to you automatically, unless you callto cancel."Further, on the enrollment page this customer used to self-enroll into the [redacted] wine club, it clearly states: "Wine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferences." This customer has corresponded with our customer service department in March 2015. The information above was sent to the customer via email on Mar **, 2015 2:59 PM. As the customer agreed to this policy upon enrollment and did not cancel their membership in the first 30 days, a second wine club shipment was processed and sent as scheduled. The customer was apprised of the upcoming shipment schedule during enrollment and this information was also available in the member's online account with our business. Further, the policies were explained again via email on March **, 2015 which we know the customer received as the customer responded to the email explaining the policies. The customer did not contact our business to cancel their membership until six days after their second wine club shipment was processed and a full day after the shipment was delivered to their address. Prior to processing the shipment, [redacted] attempted to contact the customer via email 14 and 7 days prior, to let the customer know the date on which their card would be charged for another wine club shipment. These emails also encouraged the member to rate the kit as our business attempts to send these reminders to any new customer who has not rated their kit prior to receiving their second wine club shipment. Additionally, our business sends emails to customers when an order is processed, confirming the details of the purchase, and again when the package is shipped. Although the customer had access to all of this information, the customer did not reach out to either delay shipment or cancel their membership, or for any other matter, until the day after their shipment was successfully delivered. Please note that all correspondence about the account was going to the same email address that the customer used to correspond with our service department so it seems our messages are being received, including order confirmations, upcoming shipment reminders and tracking number confirmations. To date, we have not received the shipment back. If the customer wishes to receive a refund for the value of the wine, they must return all of the unopened wines. Instructions on how to return the wine were emailed to the customer on 3/**/15 and the customer can also find these posted in 2 places on our website (in the FAQs and in the Terms). Please find attached a screenshot showing both the membership cancellation and rating policies explained on the enrollment page that this customer used to self-enroll into our wine club. Please let us know if any further information is needed. We appreciate the Revdex.com's help in resolving this dispute and combining it with the identical dispute the same customer opened Complaint #[redacted].

Review: We purchased the Sample Kit as a gift and were expecting the kit itself to be shipped as the website falsely leads you to believe. After purchasing the gift we find out that the "gift" that's being delivered is a "redemption code" luring the recipient into creating an account and purchasing a subscription.

We immediately tried to call the contact number listed on their website and received an "Out of Service" message. We then emailed customer service informing them we wanted to cancel our order and receive a refund. We also asked that they amend their website to make it clear that gift buyers will not actually be purchasing a tasting kit but instead a code to force the recipient to sign up for an account before receiving their gift.

The response we received back told us they could not cancel the order. This is unacceptable. We fully intend to dispute the charges with our credit card company, but would much rather have had the Tasting Room/Lot 18 refund our account and value us as customers.Desired Settlement: Desired Settlement: Refund-Credit Card Credit

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Lot 18 has been resolved. Lot 18 contacted me and informed me that they would be able to refund me after all. Though I feel like my request for a refund should have been better handled and not initially denied, the company did eventually follow through with a resolution. I personally will not be using Lot 18 in the future, and I suggest they improve their customer service for future patrons.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: As many people have and are complaining about this part of your business practice on reviews online, I do not need to go into too much detail. Your business has unethically charged hundreds of people, including myself, for wines without their consent. Im sure you have had your lawyers sneak it into your bylaws and fine print so I refuse to believe legal action can be taken. However, your business ethic is extremely questionable.Desired Settlement: a COMPLETE refund to my debt card. (including the "pallet" charge - I didn't ask for it to go onto a pallet)

a Guarantee that my name and bank info have been removed from your system (I attempted to unsubscribe many times - apparently I was not removed because I just got charged!)

it would also be nice to think your business isnt shady - so change our policies! be nice to the people who put money in your pockets (I write reviews and other critics seem to agree with my experiences)

Business

Response:

Thank you for bringing this matter to our attention. To confirm, the customer's package was returned and a refund of $149.00, for the value of the wines in their shipment, was issued back to his credit card on 3/**/15. Per the terms the customer agreed to upon enrollment in the Tasting Room wine club, the $19.99 shipping fee was not refunded and a $15 restocking fee was levied. Please note that the customer not only agreed to have both read and understood this policy upon self-enrolling into the Tasting Room wine club, this information was also explained to them over the phone on 3/*/2015.Here is a timeline of events relating to the customer's membership:2/*/2015 - The customer self-enrolled to the Tasting Room website agreeing that they had both read and understood the membership terms, including the cancellation and return policies. Customer agreed to be charged and sent shipments of wine with the first shipment processed on the date of enrollment and the next processed 30 days later. 2/*/2015 - Customer's initial shipment was charged and processed. This shipment consisted of a tasting kit including six miniature wine samples (order #[redacted]).2/**/2015 - UPS delivered order [redacted].3/**/2015 - Customer's second shipment was charged and processed (order #[redacted]). 3/**/2015 - Customer contacted Tasting Room service department for the first time. Their wine club membership was canceled and the club policies regarding order cancellation and returns was explained verbally, over the phone. 3/**/2015 - Customer's second shipment was returned to a Tasting Room fulfillment center as they refused the delivery.3/**/2015 - Refund of $149 processed to customer's purchasing credit card for the returned package. $15 restocking fee levied per customer's agreement with Tasting Room. To confirm, the customer's membership is canceled so no further orders will be processed or charged unless they choose to reactivate his subscription at a later date. The customer has also received a refund, for the value of the wines, for the returned package. If any further information is needed, please let us know. We are happy to help.

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 refund of $149 for the wine I DID NOT ORDER has been returned to my account.I was not refunded the 'palleting cost' and 'shipping cost' - but if they truly cared about their business ethic and customer relations they would have taken full responsibility for their deception and gave me a full refund. I wouldn't have to waste money and time dealing with this hustle. no matter how much time or money it is. That being said, every company sneaks information passed the consumer by putting it in the fine print. Unless you are an attorney, paranoid, or bored...you don't read that stuff. especially when its something like wine. However its generally understood that a wine membership means YOU CHOOSE what kind of wine, the price range, the color.....SOMETHING. They just took it upon themselves and charged me and sent me wine that is probably just overstock batches from failing wineries. I asked 'TASTING ROOM' customer service to mail me a PHYSICAL letter in writing that my name and bank information has been removed from their system. They instead said we only do communication electronically and my information from my original purchase (that I actually choose to make) will be saved in their system for records. So basically they did not do any of the things I asked of them. It looks like I'm not the only one that doesn't like wasting time and paying unnecessary postage costs.

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

Sincerely,

Review: signed up for [redacted] "membership" literally moments ago after seeing a decently reputable advertisement after inputting my card info decided the website seemed scam worthy and cancelled my subscription. They won't cancel my order even though it's been 10 min and their not open so I know it's not already processed.

Read reviews everyone has been scammed.

Please do something.

Thanks,Desired Settlement: Have them/it shut down. Or my money back.

Business

Response:

Thanks for alerting us to this issue. Tasting Room does not cancel processed orders. This is clearly stated in our enrollment materials and publicly in the Frequently Asked Questions section available on the Tasting Room website. [redacted]'s membership was promptly canceled the same day that they made the request. However, per the terms that the customer agreed to upon submitting enrollment, the processed order could not be canceled. A Tasting Room representative explained this policy in email to the customer. As [redacted] did not refuse their shipment, it was delivered by [redacted] on the date of 2/**/15. According to [redacted] records, the package was signed for by "Fry." If [redacted] wishes, they may return the package to receive a refund. Instructions on how to return a package are listed on our website in the FAQs section. We cannot issue a refund unless the customer returns the merchandise. If any further information is needed, please let us know.

Review: I originally signed up for this as a Valentines gift for my fiance. After receiving the sample bottles she tried them, and rated them in her profile. She did not care for any of the sample wines. Our first shipment was sent out soon after, and of course they automatically ship and bill you. Not only that, but they bill you at their largest package. I'll take full responsibility to allowing that to happen. I should have adjusted the amount we were shipped or just canceled as soon as she disliked EVERY sample they sent. However I didn't realize they sent out their most expensive package, or I would have changed it, but again I'll admit that part was my error. I went into my account and adjusted the amount of wine being shipped and the frequency. of the shipments. After doing so my fiance just decided that she'd rather just cancel as she didn't enjoy any of the wines, and it made more sense to buy local.

Canceling seemed easy enough...but it isn't. You have to search how to cancel since they don't exactly put it out there, but I get that I suppose, as they don't want you to cancel. When you do find the cancellation button it doesn't end there. I clicked to cancel membership, and was redirected and told to email or call to cancel. Not sure why you'd even have a cancellation button on your website if you can't actually cancel your membership with it. Why don't you cut to the chase and say you MUST call or email us to cancel? I know why because as MANY other people have noted they want to make it difficult to cancel, so they can rip you off. After that I emailed them on April [redacted] telling them to cancel the membership right away. A couple weeks later I get an email saying my shipment is preparing to ship, and I'm charged. I call customer service, and speak to someone. I tell them I had canceled my membership a couple weeks ago, so why am I being charged? The gentlemen said I didn't cancel. He said we sent you a follow up email requesting you to call to cancel. I told him I never received such an email, and I had already followed the cancellation instructions and emailed them to cancel (all this after clicking cancel membership) He said "well we sent it" so that's not our fault. I told him that was not exactly great customer service, and expressed my concern about how difficult they make the cancellation process. He didn't respond and simply said, "Your membership is canceled" and hung up.

So now my second shipment hasn't shipped out at this point. A couple days go by and I get an email that my order from them has shipped. Why would you ship me an order when I cancelled 2 days ago. Again, because they want to abuse you as much as possible, and once and order is "processed" nothing can be done to stop it. I find that hard to believe, as it sounds to me you simply don't ship it, and boom problem solved. IT not as if they only had an hour to do that...they had two days to NOT ship my order. You are basically left with two options. Refuse it, and then they charge you all sorts of shipping charges and a $15.00 fee (totaling around $35.00) for an order that I paid $39.00 for initially, so I'd basically end up getting a $4.00 refund. According to [redacted] You can't ship the wine back to them either, because you have to have a wine shipping license to ship wine across the state line. [redacted] won't stop you from doing it anyway, but if you decide to ship it, it will most likely be confiscated and then you're out the wine, your return shipping costs, and your original money spent. Oh, and return shipping costs for my $29.99 order was $28.99, so I would have gotten a $1.00 back...maybe or possibly I'd owe them $14.00 because I have to pay the $15.00 restocking fee too. So I obviously didn't ship it because it made no sense. I instead called customer service and told them that [redacted] said you guys should have given me a prepaid label off of your shipping license, so that I could ship this back. I was rudely told "We don't offer return shipping labels, and that I should have just refused it." I said well that's fine, but then you charge me all sorts of fee's and it cost me more money then I had originally event spent plus I wouldn't have the wine. Her reply was "well if you didn't want it you should have just cancelled your account" I said I did, but you guys didn't cancel it, and I had to follow up with you guys several times just to get it cancelled. Even after I cancelled you still shipped out wine to me and charged my card. She said "well you didn't cancel properly" I said we actually I did, and the fact that you have a cancellation button on your website that doesn't actually cancel anything is ridiculous. She said "we require you to cancel in email or over the phone" I said I DID cancel via email, but again you guys didn't cancel my account, and I had to follow up and call in to get it cancelled. She very condescendingly told me "Our cancellation policy is very clear, and that I OBVIOUSLY didn't read the entire page" At that point I lost it and told her I would be contacting the Revdex.com. She goes "well we have a A+ rating with the Revdex.com, so obviously it's not us, its you"Desired Settlement: I would like prepaid labels sent for both of my UNOPENED orders. I have no problem paying the same shipping fee I paid to get it here. I'm not paying $9.99 to get the order shipped to me, and then being charged $30.00 shipping to return the exact same order plus a $15.00 restocking fee. So, don't both if that's your ploy.

Business

Response:

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.

Review: Out of the blue, my husband received an email stating that "your wine is ready to be shipped" on 2/**/2015.

We did not order such wine. We have made several attempts to cancel our membership, all to no effect.

Originally we were sent samples, and then we accepted a shipment of 6 bottles. The wine was of an inferior grade. We decided then not to order from them in future, and made attempts to cancel our membership.

We believed the matter settled.

Right now, unordered, unwanted wine is being foisted upon us, and if we refuse it, a $15 ‘restocking fee’ & shipping fees of $20 will be billed to our card. After four attempts to cancel our membership, all of which occurred long before 2/**/2015 shipment date, we are about to be charged $35.00 for what basically amounts to Lot18's incompetence, due to their failure to maintain timely and accurate business records.

I made at least four (4) separate attempts to cancel my membership, both by clicking links in emails from Lot18, and by logging into their site, as well as their sister site, [redacted], to cancel.

My efforts to cancel the membership went unaddressed, despite the language in the TOS specifically stating in Section 14, Titled “Ending Your Relationship with Lot 18,” in subsection 14.2, the following language:

“If you want to terminate your legal agreement with Lot18, you may do so by (a) notifying Lot18 at any time and (b) closing your account for all of the Services, where Lot18 has made this option available to you. Your notice should be sent, in writing, to Lot18’s address which is set out at the beginning of these Terms.”

The address provided is [redacted]. Nonetheless, well-established legal decisions have supported the use of email as a legitimate form of 'writing' as defined in the Lot18 TOS.

We are of the opinion that Lot 18 is in violation of its own TOS, yet insists upon shipping unwanted product to unwilling consumers. We would see this rectified immediately. We would not willingly receive inferior produce from any business.

[redacted] from Lot 18 emailed me on 2/**/2015 that our shipment was ready to be sent. I immediately went to the Lot 18 site once again to cancel on 2/**/2015, but apparently that was not enough time to cancel the shipment. This despite the fact that the shipment is not scheduled to be delivered until 3/**/2015, some seven (7) days after our latest request for cancellation was made. When I called customer service on 3/*/2015, ‘[redacted]’ called me by name as he answered the call, so obviously they have caller ID, which indicates their communications system is up to date as regards customer tracking. [redacted] claimed they are unable to cancel shipment as of 3/*/2015 because, as [redacted] put it, “the wine is already on a pallet and has been sent to [redacted] for delivery.” This despite my advising [redacted] that four separate written notices to cancel had been made to date.

An hour or so after my call to Customer Service, I emailed [redacted] and requested a tracking number.

I never received a tracking number, which tells me that five days before item is allegedly shipped, shipper claims to have no tracking number, yet [redacted] informs me otherwise, specifically, that no package can be accepted for shipment unless and until a tracking number has been assigned.

Apparently Lot18 does everything in their power to charge customers at least once for a full case of wine, whether the customer wants the wine or not.

The fact is that logging in to their '[redacted]' wine club website to cancel and performing the same action upon the 'Lot18' website has no effect upon membership, and this constitutes at best negligence, and at worst is fraudulent.

To then demand damages for their failure to acknowledge said cancellation attempts is punitive, and likely constitutes unjust enrichment.

Further, a review of wine club sites displays nothing but complaints similar in nature regarding the business practices of Lot18 and the [redacted] club associated with them, They also have a poor reputation on [redacted]! and several other social media sites, where their product is as poorly rated as is their customer service.Desired Settlement: The wine shipment will be refused and shipping agent will return product order to shipper.

We ask only that the charges to our credit card are refunded in full.

The fact that Lot18 sent me a credit of $20 towards the purchase of wine AFTER the most recent cancellation should clearly indicate that their website is in need of an upgrade, so that future customers - and Lot18 itself - are not placed in this difficult position in future.

Business

Response:

Thanks for bringing this matter to our attention.To confirm, the customer’s membership was canceled, byrequest, over the phone on 2/**/2015. Per the terms the customer agreed to uponenrollment in the [redacted] wine club, the customer’s most recent shipment,which was processed on 2/**/2015, cannot be canceled. The membership timeline provided below demonstrates that thecustomer was aware a shipment was to be sent in February 2015. In fact, thecustomer logged into their online account during the month of December 2014 andrescheduled their upcoming shipment to process 2 months later. Thisdemonstrates that the customer was responsible for choosing that date of2/**/15 and was thus fully aware a shipment would be charged to their card onthat date they had picked. The claim that they did not order the wine and werenotified about the shipment “out of the blue’ is untrue.Please note that the customer not only agreed to have both read and understood theTasting Room policy concerning cancellations upon self-enrolling into theTasting Room wine club, a full explanation on how to cancel a club membershipwas emailed to the customer on the date of 2/**/2015 after the customercontacted our service department via email. As the customer did not cancel theirmembership either over the phone or via the online cancellation module in theiraccount, their next shipment was charged on 2/**/15 per their membershipagreement. The customer has received explanations of the [redacted]policies multiple times, by three different representatives of the [redacted]service team, including a [redacted]. These explanations occurred over thephone and in writing, through email. [redacted] retains both written andaudio recordings of these interactions and we are happy to provide these to theRevdex.com upon request. The customer is welcome to return the shipment upon receiptto receive a refund for the value of the wine. Information on how to return thepackage may be found in the FAQs listed on the [redacted] website. Here is a timeline of events relating to the customer's membershipindicating an awareness of the fact they were enrolled in a subscription wineclub and had logged into their account and chosen the date of 2/**/2015 to becharged for a club shipment.6/**/2014 - The customer self-enrolled to the [redacted]

[redacted] website agreeing that they had both read and understood the membershipterms, including the cancellation policies. Customer agreed to be charged andsent shipments of wine until canceling their membership.6/**/2014 - Customer's initial shipment was charged and processed. Thisshipment consisted of a tasting kit including six miniature wine samples.7/25/2015 – Customer requested to change the shipping dateof their next order (which was originally scheduled for 7/**/15). [redacted]representative scheduled the next order to process on 10/**/15 and confirmedvia email.8/**/2014 2:28 PM – Customer rescheduled the date of his next shipment toprocess on 9/**/14 instead of 10/**/14 9/**/2014 – Customer’s second shipment was successfullyprocessed and delivered on 10/*/14.12/*/2014 – Customer rescheduled the date of his nextshipment to process on 2/**/2015 instead of the original date of 12/**/2014. 2/**/2015 – Customer contacted service department via emailand received a reply explaining how to cancel membership either over the phoneor via online module in the customer’s account. Please note that thisinformation is also available in the FAQ section on the [redacted] website. 2/**/2015 – Customer’s third shipment was successfullyprocessed on the date they had scheduled using the tools in their onlineaccount. 2/**/2015 - Customerncalled [redacted] member services department. Customer’s wine club membershipwas canceled and the club policies regarding order cancellation was explainedverbally, over the phone and through emails. Three different representativesassisted the customer, including a [redacted]. To confirm, the customer's membership is canceled so no further orders will beprocessed or charged unless they choose to reactivate his subscription at alater date. The customer has the option of returning the shipment to receive arefund for the value of the wine. Full details on the return policy—includinginstructions—are available in the FAQ section of the [redacted] website.

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:

We, the customers, have reviewed Lot 18’s response, and find the following errors:1) They failed to respond to the gaps in their TOS.2) They failed to address the delay in canceling our membership.3) They failed to address the lack of product receipt.First, the TOS provided by Lot18 does not state with specificity that email notification—which in common-law practice and as stated by all the nation's courts is a legally acceptable form of written communication—is insufficient notice of intent to cancel. Indeed, their TOS states, in pertinent part,“[redacted].Further,"[redacted]."By their own admission, our letter of intent to cancel was received by Lot18 on 2/**/15 in written form, via email. If Lot18 wishes to rely upon their TOS, they must make clear precisely which form of contact is appropriate, not make changes to their TOS to specifically exempt certain forms of communication regarding cancellations ex post facto. Simply because Lot18 now chooses to include a provision stating that “only phone or website cancellations are accepted” does not legally bind their customers to such immediate change; changes must be made not verbally, but in writing and by posting on their website, because their TOS states that this is the way they will implement such changes. These ‘changes on the fly’ are not only disingenuous, but smack of ‘dealing from under the deck,’ since Lot18 cannot prove that they did timely post such changes in these communication provisions to their TOS, indeed, nor have they made any such claim.Aside from the obvious lack of justification for ignoring our email request for cancellation, upon receiving the response from customer service, we did in fact log into the online system and cancel the account. They conveniently ignored that factual information in their response as well.Second, Lot 18 failed to address the enormous gap between the time we canceled (2/**/15), the lag time in acknowledging said cancellation (2/**/15), and the alleged shipping date of their product (3/**/15 per their email). Lot18 may believe this to be frivolous, but in fact this goes to the heart of the entire problem with Lot18, and that is, “poor communication begets poor results.” Lot18 has now had our funds in their possession for over two weeks, time in which we have lost opportunity to put those funds to better use (i.e. deposited in an interest-bearing account, etc).Finally, to date we have not received the shipment Lot 18 alleges to have sent. In fact, we specifically asked for the tracking number in a communication dated 3/*/15, and our request was ignored. We now demand that Lot18 provide us with proof that is dispositive of their shipment and the subsequent delivery of goods to our possession. Specifically, a copy of the signature which the carrier is required to obtain under Illinois Statutes, to wit:(235 ILCS 5/6-16) (from Ch. 43, par. 131) Sec. 6-16."[redacted]

[redacted]"The statute is clear: The carrier (in the instant case, [redacted]), cannot have made delivery “without first obtaining a signature at the time of the delivery by an adult who is at least 21 years of age.” We demand that Lot18 contact their carrier and have them produce the signature received by their carrier. We shall then send to the Revdex.com and Lot18 our true signatures as recorded by the State of Illinois on our driver’s licenses for comparison, thus proving that we never signed for, nor received, any such wine shipment from Lot18. This will lay to rest any potential argument Lot18 might yet make that we are in now possession of the shipment. Indeed, we allege that Lot18 has not yet made shipment of any wine to our address, and that they are therefore in further breach of contract as regards their TOS. Furthermore, as [redacted] in Customer Service stated so clearly to us, “your shipment is on a pallet” and “it cannot be stopped” (or words to that effect). Therefore, it should be known to all parties that the cardholder has taken steps with their respective bank to pursue this matter as a fraudulent charge. We have provided ample information regarding our rights, the violations of the TOS made by Lot18, and have timely provided legally supportable notice of intent to cancel. Lot 18 has provided a timeline further supporting our assertion that we did in fact cancel on 2/**/15. Lot 18 has consistently maneuvered around their TOS, failed to produce a tracking number for the alleged shipment, and acted overall in bad faith. We allege as we did earlier, that Lot18 does business in an unethical manner, has no honor, and is a disreputable firm to trade with. That this can be readily attested to by the prolific complaints only serves to further support our contention that Lot18 owes us a refund in full of all charges relating to this latest shipment, the sum being $168.99.

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

Sincerely,

Business

Response:

To confirm, the customer received a refund for the value of the wine due to an issue with delivery. The customer has been notified via email. In response to the comments made by the complainant, the [redacted] Terms, which the account holder agreed to upon enrollment, clearly state that membership may be terminated "where [redacted] by Lot18 has made this option available to you."This text included in the portion of the terms that the complainant included in their last message. The Terms do not state that membership may be canceled via email request. The [redacted] has two options for canceling membership: via the phone or online through the member's account. In February the customer replied directly to an email notification reminding them that a shipment would be charged later that month, demonstrating that they had received advance notification of the upcoming order. While [redacted] is clear that wine club shipments will be processed whether or not members receive courtesy reminders prior to the processing, in this case the customer acknowledged receipt of the reminder. Please note that in filing their initial complaint, the customer said the order came "out of the blue." Yet the very email they replied to, informing them that a shipment would be processed on their account later that month, clearly stated the following: "You can cancel your membership by calling ###-###-#### any weekday between 10am and 6pm Eastern time. You may also access cancellation information at any time by clicking the Club Management tab within your online [redacted] account. Please make any changes, including cancellation of your membership, by February ** to avoid being charged for your club shipment."This demonstrates that the wine club order did not come "out of the blue" and the customer was also aware of how to cancel their membership over the phone or online. It is not the fault of [redacted] that the customer did not do this prior to their order processing date. In addition to receiving upcoming shipment reminders explaining how one may cancel their membership before the listed order processing date, the customer also had access to this information by visiting the FAQs or their online account with [redacted]. To confirm, the FAQs state that membership may be canceled either over the phone or online. Finally, instructions on how to cancel were also provided to this customer via email, after their initial contact, by our customer service staff. As the customer did not cancel online or over the phone--where [redacted] by Lot18 had made the option available--they remained enrolled in the club until calling our service center after the contested shipment was processed. In conclusion, [redacted] upheld our agreement with the customer. The customer was provided instructions on how cancel their membership prior to receiving another order via email on at least 2 occasions. The customer also had access to this information at any time, by visiting the [redacted] website. The customer was also informed of the policy regarding order cancellation. The customer's membership is canceled so no further orders will be processed or sent. Finally, [redacted] promptly refunded the customer, for the value of the wine, after being alerted to delivery issues.

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. 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]

Review: Signed up the lot 18 tasting room wine club. During the tasting period I became I'll and never tasted. Sent several emails explaining my problem not having tasted yet, all I needed was a little extended time to taste and select my own wines. All emails from me were ignored until my tasting time period ended then I was contacted by Lot18 staff telling me oh so sorry it's past your given selection time so you have to take what ever we send you and they did just that sent me duplicate bottles of wine, and not even the same sample wines I was sent to taste... Just random duplicate bottles of wine. So I started to contact customer service with my issue... All I needed was to return the wine and select my own.... And even though there is a 100% money back guarantee it was not honored... & after a while that just started to ignore my requests to return and select my own wines. So I started tasting the samples I was sent to try and it was the worst tasting, most bitter wine I had ever tasted... So no I'm stuck with 12 bottles of wine I played no part in selecting & the money back guarantee was not honored!!!Desired Settlement: Full refund... Return of product and or selection of my own wines.

Business

Response:

Good afternoon,

I have included supporting materials, and a timeline, below to show that the credit card charges are valid and this customer received exactly what she had purchased under our wine club's terms and conditions. This customer joined a wine club subscription service called Tasting Room and she was shipped two shipments during her subscription. The first shipment for the club is a 'mini-bottle' wine tasting kit. Members are encouraged to rate the wines in the kit via our website ([redacted]) and their rating submissions are used to personalize their quarterly club shipments. Our website clearly states that members have 30 days, after signing up for the club, to submit their mini-bottle wine ratings in time to personalize their first 12 bottle shipment of full-sized (750ml) bottles of wine. If ratings are not submitted within those 30 days, our curators will chose a selection of 12 bottles for the customer. We do not offer the ability to pick and choose which wines you receive in either the mini-bottle tasting kits or in the full-size bottle shipments, though we offer shipment previews listing the wines to be sent via both email and online, in each customer's account.

Review: On 12/**/2013, ordered a $100 gift card for Christmas. Item was immediately billed to my Amex account. Item has never been received. Numerous calls to the business have been made, but there has been no option which allows a caller to speak directly to a representative. Have sent at least three written inquiries (one via web site, others via email), with most recent being on 1/**/2014. No responses have been received to any of the queries. On 1/**/2014, I initiated the process with Amex to challenge the charge the merchant made to my credit card.Desired Settlement: Although I have done business with this merchant for a several years, this event has cast a pall over the relationship. Once this matter is closed and my Amex account credited, I do not intend to do further business with Lot18.

Business

Response:

Dear [redacted],

Thanks for your support! We are terribly sorry that your gift card did not arrive. I have raised this issue with the executive staff here at Lot18 and we are investigating this with our shipping warehouse. In the meantime, I have issued a full refund of $104 to your credit card as we are currently out-of-stock of the physical gift cards. Additionally, I have added a $50 Lot18 credit to your account, which can be used toward a future purchase, to make up for the delay in getting back to you.

Again, please accept our apologies for this error. If you need anything further, please let us know. We are happy to help!

Many thanks,

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]

Greetings —

Please note I have just received the communication below from the merchant in this case. Regarding the “full refund” mentioned, American Express had already issued a credit, but this happened because I disputed the charge in question. No credit from Lot18 is appearing on the account at this time. I would also point out that the amount of the merchant’s credit is inaccurate (correct amount is $104.99).

Thank you.

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

Sincerely,

Business

Response:

Good afternoon,

Review: Signed up for the wine club, after the second shipment of wine I cancelled the membership. Although, the company then proceeded to charge my account for another shipment. I telephoned and they indicated that there was no record of cancellation on record. I maintain that I cancelled the membership, I will refuse the shipment when it arrives, I should receive a full reimbursement for the charges based upon the terms and conditions, and I should not be charged a re-stocking fee.Desired Settlement: Refund in full without re-stocking fee.

Business

Response:

We have no indication of the customer canceling his membership, either online or over the phone, prior to the date of 4/**/15. At that point, a wine club shipment had already been charged and processed on his account the day before (4/**/15). We have searched our email and phone records and do not see any prior emails, phone calls or voicemails, about any issue, from the customer's registered email address or telephone number. The first record of contact from this customer is 4/**/15 -- the day AFTER the customer's third and final shipment had been processed and the day after our system triggered a confirmation email with the order details to the customer's registered email address. Please note that memberships to the wine club can be canceled at any time online or over the phone with our call center Mondays - Fridays 10 am to 6 pm EST. Membership cancellations work on a go-forward basis and do not cancel previously processed orders. This is in the membership terms that all customers agree to upon enrollment. Members have the opportunity to review this on the very same enrollment they use to start their wine club membership. This policy is also explained in the Frequently Asked Questions section of our website. As the customer's package was returned-to-sender, a refund for the value of the wine has been issued per the wine club's return policy. The customer's membership was canceled on 4/**/15 and this means no further orders will be processed on his account unless he reactivates his membership at a later date. We appreciate the Revdex.com's help in resolving this dispute. Please let us know if further information is required.

Review: Lot 18/Tasting Room promptly delivered my "wine profile" samples and charged my credit card $6.95 in November. After completing my wine profile, they emailed saying a selection of wines (based on my wine profile) was "on its way". I kept waiting for the email containing the tracking information but it never came. I attributed it to the bad winter weather we were experiencing. My December credit card statement came and I had been charged $59.99. I immediately replied to their email saying my shipment has never been received but my credit card had been charged. I asked Lot 18 to remove the charge from my credit card and CANCEL MY MEMBERSHIP. I never got a response. I also called my credit card company to dispute the charges. I emailed Lot 18 AGAIN but still no reply. I called my credit card company again and told them I feared I had been scammed. I asked my credit card company to close my account because I was afraid the "phantom" Lot 18 would start charging my credit card for full case shipments. I'm extremely disappointed that I fell for Lot 18's advertisement.Desired Settlement: I want Lot 18 to refund the $59.99 to my credit card company, cancel my membership as requested and remove me from their email distribution.

Business

Response:

Thank you for bringing this to our attention.

Regina Cooper's wine club subscription was canceled and she received two refunds as of January **, 2014. One was for $9.95, for the tasting kit shipment and the other was for $59.95 for her second wine club shipment. The correspondence confirming this is below:

Review: Dear Revdex.com

I have ordered a wine tasting kit from the [redacted] webiste.

I was unaware (however it's true, the information is in the small text details) about with completing this purchase, customers are automatically sign up for an membership what means automatic shipments in $180 value (compare to the original purchase is $10.83)

Unfortunate I just noticed this unwanted order when it showed up on my bank statement on Easter weekend Sunday

I called the company in business hours at Monday, but they refused to help, saying they already shipped the order (however they couldn't provide the tracking information of a signature required package) and I have to call the shipping company in a few days when the tracking number shows up under my account.

Three days after the charge, Tuesday finally I got the tracking number, but when I called the [redacted] they informed me about the shipment was sent in a certain way when on;y the sender can recall it, the receiver has no rights to cancel it. The only thing what I can do now, to not accept the package, what will be attempt to be delivered three times, then will be hold on the [redacted] location for 5 business days and it will be sent back.

When the company ([redacted]) get the package, the credit the money back, minus the shipping back and forth and (2*$20) and a $15 restocking fee

They do it instead of cancel the shipment before it would been actually shipped, or instead of call it back during the shipping process.

Beside (before) the phone call I tried to contact with them in email, but the on;y answer I received was an automatic letter, ignoring my question about the cancellation, in an arrogant tone.

Here I'm coping it:

"Thank you for your message. As you sent your cancellation request after your most recent order was processed, your credit card was charged for your latest [redacted] shipment. Per your membership terms, we cannot cancel this shipment as it has already been charged and processed.

To clarify the details of your membership, when you purchased the tasting kit, you were signing up for a [redacted] wine club membership. This means that you agreed to be automatically billed and shipped new shipments on a regular schedule until you canceled your membership.

Before anyone is allowed to complete enrollment, they must agree that they have read and understand the terms and conditions, which you agreed to as the order was submitted. All of the basic information regarding the [redacted] Membership--such as costs, future shipments and our cancellation policy--was laid out on the same webpage as the order form, on the right hand side. Additionally, this information is publicly posted in our website's Frequently Asked Questions. "

Please help

Thank you

Sincerely

[redacted]Desired Settlement: I would like achieve that the company would change the policy and give up this unfair business behavior, letting customers to cancel accident orders (also to inform them prior shipment about the the order (at least/especially at the first automatic order), giving them time to notice that if they were not aware about the membership and the automatic shipments)

Thank youI have already filed a claim for [redacted] I just want to change the desired outcome section of it My claim's # is Complaint ID: [redacted] here is an additional information what I would like to add for the case I tried to ship the package back, but because it is alcoholic beverages, I can't do it neither at the original shipping company ([redacted]) neither at the [redacted] As I was informed, (Also I found it on the [redacted]'s website): '[redacted] Wine Program:[redacted] provides wine shipping services for approved customers who are licensed to ship wine' What means, me, as an individual can't send the shipment back. I contacted with the [redacted] customer support in email, and I got an answer from '[redacted]' She says: 'Thank you for contacting [redacted]. We do not provide shipping labels for returns" As the company refuse to provide a return label, and I, on my own cannot send the package back (because of the restricted content), I'm stucked, feeling I'm the victim of an online fraud. I want the company to cancel my order and credit my money back. the whole amount, no restocking fees, no shipping fees. I don't care what they think about how should I send the package back, they must provide a return label, come and pick me up, or I can throw it out to the garbage, but I want my money back

Business

Response:

Thank you for bringing this matter to our attention. It is important to note that this customer had set up multiple wine club accounts, under different shipping names but using the same billing information, which is a violation of the club’s policies. Further, the customerhas used profane language when interacting with our customer service staff. To confirm, the customer claimed they are unable to return the package and our business offered a refund, on good faith, although the customer did not physically return the product. This means the customer is still in possession of the wine while also having received a refund of $1*1.48 (the price they paid for the wine plus applicable tax). The customer’s bank accepted the credit on 4/**/15. Per the terms the customer agreed to upon enrollment in the [redacted] wine club, the $19.99 shipping fee was not refunded. The standard $15 restocking fee was waived. Please note that the customer had the opportunity to either cancel or return their order through the methods outlined below:1.Cancel their membership, prior to the order processing date either by calling customer service or logging into their online account.2.Reschedule the date the order would be processed by emailing or calling customer service. Members can also accomplish this action themselves by logging into their wine club accounts and using the upcoming shipment calendar feature.3.The customer could have refused delivery of the package or requested the carrier pick it up and return it after delivery. To confirm, the customer did not complete any of the actions outlined above. As the customer claims they are unable to have the package carrier return the shipment, our business has honored that claim in good faith by issuing a refund for the value of the wine plus applicable tax.The customer not only agreed to have both read and understood the [redacted] policies about cancellations and returns upon self-enrolling into the [redacted] wine club, this information was also explained to them over the phone on 4/*/2015 and via a series of subsequent emails.It is important to note that the customer was both informed and aware that they were enrolled in a wine club and that they knew the exact date on which they would be charged for their second wine club shipment. This is clearly demonstrated by the fact that the customer logged into their wine club account, after receiving their initial shipment, and submitted online ratings of the wine samples. After submitting the ratings, the customer’s red and white wine profiles were generated and the customer was informed, again, that another shipment would be processed on the date of April *, 2015 and that their ratings would be used to curate the samples. This notification was accompanied by several emails, sent in the weeks leading up to the next shipment, informing the customer that their second shipment would be processed 30 days after enrollment. Considering that the customer took the time to log into their account and submit online ratings in order to curate future shipments of wine, they cannot have been “unaware” that they were enrolled to receive more shipments. When the customer called to cancel their membership on 4/*/2015, they also requested cancellation of a second account. This means the customer had enrolled into the wine club more than once. Please note that setting up multiple accounts is a violation of the club terms and further indicates that the customer was aware that they were signing up for memberships rather than simply placing an order for a tasting kit of wine. Finally, please note that customer has violated the [redacted]’s code of conduct by cursing at a customer service representative who provided information on how to return a package. Here is a timeline of events relating to the customer's membership:3/*/2015 - The customer self-enrolled to the [redacted] website agreeing that they had both read and understood the membership terms, including the cancellation and return policies. Customer explicitly authorized [redacted] to charge and send shipments of wine with the first shipment processed on the date of enrollment and the next processed 30 days later. 3/*/2015- Customer's initial shipment was charged and processed. This shipment consisted of a tasting kit including six miniaturewine samples (order [redacted]). Customer was sent an email confirming the order. 3/**/2015 - [redacted] delivered order [redacted].4/*/2015 - Customer's second shipment was charged and processed (order #[redacted]). Customer was sent an email confirming the order. 4/*/2015 - Customer received confirmation email and contacted [redacted] service department for the first time, requesting cancellation of an order on one account. A service representative explained the club policy that orders could not be canceled after processing. 4/*/2015 – Customer called two times and speaking with two different service representatives. Membership for both of the accounts they had set up (in violation of club terms) was canceled. Additionally, the club policies regarding order cancellation and returns were explained verbally during both calls. 4/*/2015 – [redacted] delivered order #[redacted].4/**/2015 – Customer requested a prepaid shipping label to return their package. Please note that the customer had been informed 5 days prior that this was not an option. A customer service representative again explained that this was unavailable and outlined thedifferent options the customer had to return the package. In response, the customer cursed at the representative. 4/**/2015 – The customer claimed they were unable to return their order through a package carrier. Refund of $1*1.48 processedto customer's purchasing credit card although customer had not physically returned wine.To confirm, the customer's multiple memberships are canceled so no further orders will be processed or charged unless they choose to reactivate these subscriptions at a later date. [redacted] is not responsible for any further accounts the customer may have set up that may still be active. To confirm, our business has canceled all of the accounts that the customer told us about. The customer has also received a refund, for the value of the wines for the package they claim they cannot return. If any further information is needed, please let us know. We are happy to help.

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.

However, there is one thing what I also find important to note: I haven't find anything on the business's website about 'setting up multiple account' with different shipping address would be a violation. The business never miss any chance to point to their well constructed policy about their customers are agreed about the automatic payments and shipments after ordering the wine tasting kit, but forgets to install a very simple algorithm what could eliminate this violations.Second thought about the profane language using: I apologize for that. I lost my temper after they ignored answering my emails, didn't even think they will respond at all. If they would have done a professional customer care, they wouldn't even reach that point where a satisfied customer turns into profane.About the cancellation I missed: 1. Cancelling the membership prior the order. Yes,this is the root of the every problem here: I wasn't aware about my order and membership till they charged my bank account. This is the part of what I still feel as a scam2. I didn't want to reschedule the order, I didn't want to order at all.3 Refusing a package is not cancellation, especially doesn't mean the client was willing to order the contain of the package.for the end, let me copy here who the business consider 'their customers':"[redacted]

[redacted]Beside I appreciate their credit, (I definitely accept it, no more action necessarily, thank you for the cooperation and help of the Revdex.com) I would say, these people who are refusing a package, are not customers but victims. That's my opignionThank you very muchSincerely,

Review: After ordering and being billed for a particular bottle of wine, worth roughly $100, I was sent a different bottle worth less than $50. After emailing and calling several times to resolve the issue, there has been no response to send me the correct bottle or refund the charges on my credit card.Desired Settlement: I would like the bottle of wine I ordered and paid for.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Lot 18 has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I have ordered a NV Moet Hennessy Imperial Champagne Gift pack online on 12/**/13. The shipment arrived on 12/X however; it was not what I ordered when I opened the box. Instead of the Moet bottle, they have shipped me a bottle of [redacted]. I am completely dissatisfied so I tried to contact via email, Lot18 website as well as voicemail a few times during the period of December X-December XX but they failed to provide a response to address this matter. I am demanding a full refund as they shipped something I didn't order for and the failure to respond to address the issue. Thanks.Desired Settlement: I am demanding a full refund to my original form of payment.

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,

From: [redacted]

Sent: Friday, December [redacted], 2013 12:04 PM

To: Complaints

Subject: Re: Your complaint has been received

Hi,

I have received a resolution from LOT18 just now. Please kindly indicate that they have resolved my issue.

Review: LOT 18 and The Tasting room advertised a wine selection service. The offer was to taste 6 sample bottles and from answers to questions about those bottles a profile is worked up and wine is selected per the customers tastes...

I never received the tasting kit and the company began shipping 6 bottles of wine to me.

I asked them to stop byut the package was already en route. They refuse to accept the wine back or refund the money they took for it. They claim their TOS covers them but I maintain that I only agreed to TASTE, was never profiled, and never received the SERVICE I paid for... only crappy wines.

CS tells me 'good luck taking it up with your bank'Desired Settlement: I want an apology also.

Business

Response:

Thank you for bringing this matter to our attention. We have reviewed [redacted]’s complaint and have supplied further details and documentation to support our claim.

To give a little background, Tasting Room is a wine club business, and upon joining, our members agree to receive automatic shipments until they cancel their subscription. The first shipment is sent out at the start of a membership. This includes a tasting calibration kit featuring six mini-bottles of wine samples. Rating these samples through our website will generate your red and white wine “profiles” and your future shipments will be customized based on the taste preferences that emerge from your rating submissions.

While our company encourages our club members to rate the tasting kits, we do not require that members submit ratings. If a member chooses not to submit their tasting kit ratings, subsequent shipments will still be processed and sent for the duration of the membership.

We do state, during the enrollment process and publicly, on our website, in our Frequently Asked Questions section, that shipments will be sent automatically unless the member contacts us to cancel their membership. Additionally, we state that orders cannot be canceled. We make no claim that shipments are only sent after a tasting kit rating is submitted.

In regards to [redacted]’s complaint, we confirm that he was enrolled in the Tasting Room wine club between the dates of 3/*/14 and 4/*/14. Upon enrollment, and before his payment was processed, [redacted] agreed to the club’s terms and conditions, including the details outlined above.

On the date of 3/*/14, his tasting kit shipment was shipped out with 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 we 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.

In reply to our representative, [redacted] then requested a refund and return shipping label for the second shipment of wine that was delivered to him while his subscription was still active. Our representative explained that we could not accept a return or issue a refund for the shipment, as [redacted] did not cancel his membership before the order had been processed and delivered. The representative also explained that it is not our club’s policy to require that our members rate their tasting kits before further shipments are processed, as [redacted] seemed to misunderstand this part of our service agreement.

The correspondence between our representative and [redacted] is attached. It begins on the 3/**/14, the day we initiated the exchange, by sending [redacted] an email about his returned package notification. While we are sorry that the club was not to [redacted]’s liking, our business upheld our agreement with him. His shipments were sent on the schedule; he was provided with the dates on which his orders would be processed; he was sent email reminders before his second shipment was charged; he was sent tracking numbers for both of his shipments. Additionally, we reached out when his first package was returned, to confirm the best address to send a replacement shipment to (at no additional cost to [redacted]). Upon his request, we refunded him for the returned shipment and canceled his membership so no further shipments or charges would be incurred.

The $60 refund that [redacted] is requesting is for a shipment that was processed and delivered to him before he canceled his membership. We hope the explanation above, as well as a review of our business’ terms and conditions, will show that [redacted] is not entitled to a further refund from our company as he did not request a membership cancelation until after his shipment was processed and delivered.

If [redacted] is unhappy with the quality of the wines he received, he is welcome to contact our service department ([redacted]), as noted in our FAQs. We are happy to offer a website credit, redeemable with our parent company, Lot18, an online wine retailer.

We appreciate the Revdex.com’s time and assistance in resolving this complaint. If any further information is needed, please let us know. We are happy to provide whatever documentation is needed.

For reference, our company’s terms and FAQs are linked below:

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:

this is a shady business. they offer a service of building a cutomer profile based on RESPONSES from the customer. This is what they advertise to set themselves apart from all the other wine clubs out there. I never received the taster and only received email that it was coming. The taser required my signature - I was not available for that... somehow a box of 6 bottles was left at my door and my card billed.

The TOS does not allow for returns BUT the service sold by this 'business' was never fulfilled - only merchandise that they ship as non-returnable (by the way I live 40 miles from where this was shipped from). Apparently this 'business' practice has teed off quite a number of people because as I started researching who to complain to, I found their pages inundated with the very same issue as my own. OBVIOUSLY this 'business' is more clear about their bait than they are the switch.

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

Sincerely,

Business

Response:

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.

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:

they just keep repeating that they are right to steal and lie to customers. I am hiring an attorney. I've been lookign around and I am not the only person they have done this to.

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

Sincerely,

Review: I called several times today and yesterday and have left a few voice messages. I also sent emails requesting that a representative return my calls. I stated in my voice message and over email that I sincerely needed to speak with someone regarding the $183.99 charge that was placed on my card. I told them that I did not authorize the charge, that I wanted to cancel shipment, and that I do not have the money for this charge. They completely ignored my requests for a return phone call. Every time I tried calling I got sent to VM.

When they emailed they simply refused to cancel shipment and also refused to refund my card. I even noted to them via email that a tracking number had yet to be created therefore they should process a refund. Still they refused. I still have yet to receive a return phone call. I have tried being polite and even apologized for leaving so many messages, but this is terrible customer service.

ORDER DETAILS:

Order ID: [redacted] Subtotal:

$149.00

Shipping:

$19.99

Tax:

$15.00

Order Total:

$183.99Desired Settlement: I want a return phone call, and I also want the $183.99 charge that I do not authorize to be refunded.

Business

Response:

Thank you for bringing this matter to our attention.

[redacted] was enrolled to receive quarterly shipments of wine, from the [redacted] wine club, between the dates of March **, 2014 and July **, 2014. During the course of her membership, she has was sent 3 wine club shipments. She is requesting a refund for a shipment that was processed while she was actively enrolled as a member of the wine club. This shipment has since been delivered by UPS.

The [redacted] has clear, publicly-posted polices about membership and order cancellations. Our service team is also available and happy to help subscribers manage their shipments, whether this mean canceling a planned shipment, changing the date a shipment will be charged to a credit card or sent out via a carrier like UPS. Subscribers can cancel their membership at any time and a membership cancellation will cancel any future or upcoming shipments. Membership cancellation does not retroactively cancel orders that were already processed and charges to their account. The [redacted] is also happy to help members cancel specific upcoming shipments, before the order is charged and processed, while allowing the member to stay enrolled in the club. Finally, our customer service team can help customers choose the exact date and order will be charged to their credit card as well as assisting with scheduling shipping / delivery times.

The [redacted] sends several notification emails to members, prior to the date of their next order, stating the day the order will be charged and providing contact information for our customer service department. These reminders are sent 14 days and 7 days before the scheduled order processing date, giving members ample time to request an order cancellation, address change, or to schedule a later date for order processing.

As stated on our website, the [redacted] does not allow cancellations of processed orders. This is stated in the publicly posted Frequently Asked Questions section that is accessible to both members and non-members alike. The FAQs can be found here: [redacted]

The relevant passage is here: 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.

Additionally, all enrollees must agree that they have read and understand our terms & conditions before their membership application is processed. [redacted] agreed to the [redacted] policy regarding order cancellations in March 2014, when she enrolled as a member of the quarterly wine club. [redacted] most recent order was charged and processed on 7/**/14 as stated in the upcoming shipment reminder emails sent to her 14 and 7 days in advance. The first reminder email was sent to her registered email account on 7/*/14 and was successfully delivered to her email service provider. The second upcoming shipment reminder was successfully delivered on 7/**/14. Though she had received these reminder emails, [redacted] did not contact our service department to cancel her membership or the upcoming shipment prior to the order being processed. She has contacted our service team numerous times since her shipment was charged, shipped and delivered, via both email and voicemail. Two different customer service representatives have responded to [redacted]'s requests, sending her multiple emails explaining our club policy regarding order cancellations. Copies of the email responses are attached.

On the date of Tuesday, 7/**/14, [redacted] latest wine club shipment was delivered to her registered shipping address. As the wine shipment is delivered and [redacted] had not requested a shipment cancellation request prior to the order being processed, [redacted] is not able to offer a refund. We appreciate the Revdex.com's help in mediating this dispute and if any further information is needed, please let us know.

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:

Lot 18-Tasting Room made it so my account could not be

canceled. I called for several days and not once was a call answered. I even

started leaving voice messages requesting a return call. This company ignores

customers. Because I did not get to speak with someone prior to the shipment being

sent, I did not get to cancel this order. Multiple voice messages and emails

were sent requesting a return phone call. A return call has never been received.

I posted on the company’s [redacted] page to see if anyone else was having

difficulty with Lot 18/Tasting Room’s customer service, they then deleted my

post and made it so I could not post again. If this company answered calls during business

hours, I would have been able to cancel.

Sincerely,

Review: I ordered a case, and I received an email from them where they said that [redacted] would attempt 3 deliveries and then hold the package for 5 days. Given you need a 21+ to sign it was easier for me to just go and pick up the package. Well [redacted] didn't hold the package for 5 days, they sent it back to the company. The company then charged my credit card another 15 dollars on top of giving only a partial refund. I wrote to them several time about this trying to resolve it. They ignored several messages, then said that [redacted] holding the package was not guaranteed (in their email it explicitly said that [redacted] will hold it for 5 days) and said they will not refund the 15 dollar restocking fee nor the shipping charge. It's very dishonest as I did not ask for the package to be returned, and I followed the instruction in their email.Desired Settlement: I want a full refund of all fees.

Business

Response:

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]

[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.

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]First, I did not receive a full refund from the package in addition to the 15 dollars that they charged me initially. Below is a quote the business sends it's customers."If this was the third and final delivery attempt, your wine will be held at a nearby [redacted] facility for 5 days. During this time you may pick up your package with a photo ID. If, after 5 days, your package has not been claimed it will be returned to our warehouse." There is no mention that [redacted] may or may not hold the package for 5 days. Reading this, it is clear that [redacted] will. Given the business is not delivering the package but are informing the customer of this procedure, either they bill [redacted] for returning the package early (not the customer) or they clearly indicate that [redacted] has full discretion in whether the package is held for that time. It is not fair to give information to a customer that may be wrong, and then bill the customer when s/he makes decision on this information regardless of the terms of agreement. As a customer, I did not want the package to be returned to the company any more than they wanted to receive it. I trust the information they send to be accurate. They should have either resent the package at not extra fee or give me a full reimbursement. Not punish me for what [redacted] did. If [redacted] isn't honoring their agreement with the business then the business should bill [redacted].

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

Sincerely,

Business

Response:

We sympathize with the issues the customer had in accepting delivery and we again offer the customer an opportunity to receive a replacement shipment for the one that was returned. On the date of 10/**/2015, a customer service representative noted that the restocking fee, levied on returned packages, would be voided should the customer choose to have a new shipment sent out to him. The customer did not choose this course of action and, instead, canceled his account with our wine club. We note this as the customer previously stated that we should have offered to send a replacement; which our staff did in responding to his initial inquiry about the returned package. To clarify, [redacted] generally holds packages for up to 5 business days after a customer misses 3 delivery attempts, this is not guaranteed by our business. As our business is not the carrier, we are unable to guarantee any action taken by a package carrier though we try to be clear about what typically occurs once a package is in the hands of a carrier. We do apologize, in this case, that the carrier did not hold the package after the 3 missed delivery attempts and we have refunded the typical $15 restocking fee levied on returned packages due to this situation.As we shipped the package to the address the customer provided, and it was undeliverable after multiple attempts by [redacted], our business incurred the cost of shipping the wine to him and back. The $19.99 shipping fee the customer paid is typically not refunded due to these costs (please note it does not cover the full expense of shipping a case of wine twice, so the customer is not responsible for the full cost).When a customer enrolls in our wine club, they agree to be solely responsible for the shipment of alcoholic beverage products. By placing an order with Tasting Room, the customer authorizes Tasting Room to act on customer's behalf to engage a common carrier to deliver the customer's order. While we do not control the delivery of a package, our business is proactive in helping customers receive deliveries in a timely fashion. We extensively notify customers of the legal requirement to have an adult sign for wine deliveries; we attempt to notify customers via email each time they miss a delivery with a carrier (in fact, this customer responded directly to an email we sent about a missed delivery entitled: Oops! You missed your Tasting Room delivery); and we go above and beyond industry standards in having packages redirected to new addresses no additional cost to the customer. We are also happy to send replacements out for returned shipments and waive fees for our wine club members. If the customer wishes to have a replacement shipment sent out, we are happy to help. If the customer chooses this option, we will make an exception to our return policy and refund the $19.99 shipping on his first returned order. Please note that we have already refunded the usual $15 restocking fee levied on returned packages. If the customer chooses not to receive a replacement, then we can confirm he has received a refund for the value of the wine as well as a refund for the $15 restocking fee applicable to undeliverable packages.

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 company is mistaken in what they said was offered and my reply. I replied on November [redacted] with an email stating "I am happy to have the order reshipped but if [redacted] will deliver Tuesday through Thursday, I am in class so them holding it was really key. " That email was NOT replied to and when I followed-up with the seller on November *, about why they didn't reply their response was "I apologize for the lack of response but we had already explained our procedure to you and there was nothing further that I could offer you as an explanation."

It was not that I didn't accept to have it reshipped assuming shipping charges were waived, it was they chose not to. I canceled m account after I received their reply on November * saying that they didn't feel the need to reply because I found that to be incredibly poor customer service. Please not they did not refund the 15 dollars yet, and I do believe they should refund the 19.99.

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

Sincerely,

Review: The company got me to sign up for a $7 tasting kit and subsequently shipped me wine I did not want for $168.99 and refused to cancel the shipment.

The company got me to sign up for a $7 tasting kit. They subsequently automatically signed me up for a service I did not want and sent me wine for $149.99 and $19.99 for shipping. As soon as I received the e-mail that I had been charged, I called to try to cancel the shipment on March **, 2015. [redacted] in Customer Service claimed that I knew what I was signing up for and even though I was not aware I was receiving this, they were shipping it to me and the best I could do was reject the package. Furthermore, she hung up the phone on me. I called back the next day and she refused to give me contact information for a Supervisor. She told me the Supervisor, [redacted], would contact me within two business days but would not provide a last name, an e-mail address, or a phone number. I searched online and found that several others have had this same problem.

I did not intend to sign up for a wine club, just a simple tasting and may have pursued the wine club after. This was a deceptive promotion and the company's claims that they told me they were sending this to me are not true. If they did, it was hidden in VERY fine print.Desired Settlement: I want a full refund.

Business

Response:

Customer enrolled into the Tasting Room wine club and explicitly agreed to be charged for and sent shipments of wine until canceling his membership. The customer was fully informed of the pricing and shipment schedule during enrollment. Customer neither canceled membership nor contacted Tasting Room to delay his upcoming order date prior to being charged for his second wine club shipment. Consequently, the customer was charged for his second wine club shipment on the date of 3/**/15. Please note that customer had access to his next shipment date as this was posted in his online account. Tasting Room also attempts to contact customers with courtesy email reminders both 14 days and 7 days prior to the next order date. Tasting Room does not guarantee receipt of courtesy emails, or any email, but our standard practice is to send members email reminders about upcoming shipments to the email account registered on their account. It remains the customer's responsibility to cancel their membership or re-schedule the date of the next shipment should they not want it on the scheduled date that is listed in their online account. As this customer did not cancel prior to 3/**/15, an order was processed on schedule. In response to receiving email notification that the order had been processed, the customer contacted Tasting Room's service department. At that point, a representative canceled the customer's account so no further shipments would be processed. The representative also explained the policy that orders that have already been processed cannot be canceled. In total, customer spoke received information about the Tasting Room cancellation policy from 3 representatives, including a manager. Customer's shipment was returned-to-sender and the customer received a refund for the value of the wine on 4/*/15. As customer's account is canceled no further shipments will be processed unless the customer reactivates his membership at a later date. We appreciate the Revdex.com's help in resolving this dispute. If further details are needed, please let us know.

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]

Business is relying on "fine print" to justify response. They bait customers with a $10 tasting kit with no mention on the ad about signing up for a recurring membership in a club, until after the $10 worth of wine has been rated by the customer. They subsequently bombard the customer with e-mails that do not mention a shipment pending. Then, when the shipment has been charged, they send an e-mail. The business eventually refunded the the fee for the wine after the delivery was rejected, but they refused to refund the $19.99 charged for shipping.The business claims that it is very clear about what the customer is signing up for - a quick [redacted] search will show that I am HARDLY the only aggrieved party who has fallen victim to this sort of deception.If you look at the enclosed images from the business' web site, the language would lead you to believe that you'll only be sent wine after you rate the wines they sent you for $10 to taste and they have matched your preferences. https://www.tastingroom.com/lp/1/index.htmlThe language "WinePrint THEN compiles" would lead you to believe that you have to take some sort of action to be sent additional wine.https://www.tastingroom.com/lp/1/index.htmlThe business had terrible customer service. A combative representative hung up on me when we could not agree on a resolution to the problem. She would not allow me to speak with a supervisor or give me a last name or a phone number for the supervisor. Eventually I received an e-mail from the supervisor with only a first name and no additional contact information.

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

Sincerely,

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]

I will reiterate that the enticing advertisement enclosed of the screen shot I uploaded in my last response were not consistent with the other terms and conditions the business is now relying on. Even if those are technically correct, the original advertisement was misleading.

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

Sincerely,

Business

Response:

As it turns out, the customer has found and submitted a partial screenshot of an old promotion. To confirm, this is not the promotion he used when signing up for a membership. Although this screenshot only shows the top portion of one now-defunct enrollment page, scrolling down the same page would have revealed that it is dated 2013. Further, the enrollment materials, even in 2013, were clear about the rating policy. Please note the customer did not actually use this offer to enroll in our wine club. In fact, the pricing listed in the old promotion the customer has found and submitted is entirely different than what the customer paid. Our business no longer offers the pricing detailed in the 2013 promotional offer the customer submitted. We refer the Revdex.com back to the attachments uploaded in our last response, as these are images of the exact enrollment forms that the customer used to start his subscription in February 2015. As noted in our prior responses, the club policies regarding automatic billing, tasting kit rating and membership cancellation are all clearly explained on the promotion the customer used to enroll in 2015.Nonetheless, here are the offer details from the 2013 enrollment promotion that the customer posted (screenshot is attached). Please note that even in 2013 the enrollment form is clear that the customer will be charged for and sent wine, on a specific schedule, unless the member cancels the account. This demonstrates that our business has been clear about this policy and explicitly stated it on enrollment materials, since we launched our subscription-based wine club in 2013:"OFFER DETAILSYour six wine samplers will be sent right away. Your wine sampler kit willinclude simple instructions on how to rate your samplers and receive your freeWine Profile. After 30 days of receiving your samplers, unless you cancel, youwill receive convenient delivery of your first case of wine (12 full-size,750ml bottles) for only $84.49 — that's 50% off regular price! — plus tax.Then, every 3 months, you'll receive a new case at the low flat rate of $149 (asavings of 40% off retail), plus $19.99 shipping and tax. Delivery of yourfirst case is not contingent upon rating your samplers, but we encourage you torate them to ensure we send you wines that best match your preferences. See ourTerms & Conditions and Privacy Policy."To recap, we have demonstrated the following:#1 The enrollment materials the customer used to sign up for a wine club membership in February 2015 included all pertinent information about the billing schedule and cancellation policies. #2 Further, we have also demonstrated that this information was included on our enrollment forms going back to the wine club’s launch in 2013. #3 Finally, we have shown that the enrollment offer the customer submitted is not the same enrollment offer he used to create his wine club membership as the pricing is different. At this point we request the Revdex.com render a decision as copies of the original enrollment offer the customer used have been submitted for your organization’s review. If any further information is needed to resolve this dispute, please let us know.

Review: I signed up for a trial service from Tasting Room. They deceived myself and apparently many other customers ([redacted] them) by putting me on an automatic shipping cycle for a case of wine (of their choosing) monthly. Once I realized this I called to cancel the first shipment of wine. The refused to not ship the first case of wine stating that it was too late even though the wine had not yet shipped. The total charged to me was $168.99. I have called a few times and asked to speak to a [redacted] but they have refused to put one on the phone. They are now stating that they will charge me (copy and paste)" we will be happy to issue a partial refund, minus any shipping charges. We will also charge a $15.00 restocking fee." They have refused to define what a "partial refund means"

Based on my research there seems to be a large amount of similar issues with this company. I freely admit that I may have missed the fine print but clearly I am one of many who have been deceived by this company.Desired Settlement: I would like a full refund based on the fact that I called once I received an email stating they were about to ship me $168.99 worth of wine. That call came prior to the shipment thus the product never should have shipped as I stated to them I DO NOT WANT YOUR WINE.

Business

Response:

Thank you for bringing this matter to our attention. To confirm, the customer's package was returned and a refund of $149.00, for the value of the wines in his shipment, was issued back to his credit card on 3/**/15. Per the terms the customer agreed to upon self-enrollment in the Tasting Room wine club, the $19.99 shipping fee was not refunded and a $15 restocking fee was levied. Please note that the customer not only agreed to have both read and understood this policy upon self-enrolling into the Tasting Room wine club, this information was also explained to him verbally over the telephone on 3/*/15 and via an exchange of emails beginning 3/*/15 and ending 3/**/15. Here is a timeline of events relating to the customer's membership:2/*/2015 - The customer self-enrolled to the Tasting Room website agreeing that he had both read and understood the membership terms, including the cancellation and return policies. Customer agreed to be charged and sent shipments of wine with the first shipment processed on the date of enrollment and the next processed 30 days later. 2/*/2015 - Customer's initial shipment was charged and processed. This shipment consisted of a tasting kit including six miniature wine samples (order #[redacted])2/*/2015 - [redacted] delivered order #[redacted].3/*/2015 - Customer's second shipment was charged and processed (order #[redacted]).3/*/2015 - Customer's second shipment sent out with [redacted]. 3/*/2015 - Customer contacted Tasting Room service department for the first time. His wine club membership was canceled and the club policies regarding order cancellation and returns was explained verbally, over the phone, and in email. 3/**/2015 - Customer's second shipment was returned to a Tasting Room fulfillment center as [redacted] was unable to deliver the shipment and the customer did not pick it up.3/**/2015 - Refund of $149 processed to customer's purchasing credit card for the returned package. $15 restocking fee levied per customer's agreement with Tasting Room. To confirm, the customer's membership is canceled so no further orders will be processed or charged unless he chooses to reactivate his subscription at a later date. The customer has also received a refund, for the value of his wines, for the returned package. If any further information is needed, please let us know. We are happy to help.

Review: On November *, 2013 I ordered and paid for some wine. The order confirmation informed me that delivery was to occur between November ** and November **.

I checked the tracking number that was provided and discovered that the package had been given to [redacted] for delivery. According to the [redacted] tracking system, at Lot18's instructions the package had been returned to Lot18, without any attempt at delivery.

I assumed there was some kind of mixup, perhaps damage in shipment or the like. I emailed Lot18 on November [redacted] to inquire. I received no response. I emailed again on November [redacted] to follow up, and received no response. I emailed on November [redacted] and [redacted]. No response. I contacted Lot18 through their "Contact Us" feature on their website. No response. I called on the [redacted] and reached an automated telephone system. I heard a message that advised me to email for a faster response. I left a message anyway, and then emailed again. No response. I emailed again today.

I've never received *any* response, not even an acknowledgement of my messages, or a note to tell me they're looking into the situation.

Their customer service is [redacted]. I've ordered from Lot18 several times before, and I thought that they might be interested in making some effort to help a repeat customer.

They say that they have a 100% guarantee:

"4. Lot18 100% Satisfaction Guarantee

"We want you to be 100% satisfied with your wine, glassware, or other merchandise purchase. If ever you are dissatisfied with any product you receive from us, just call us at [redacted] and we’ll either replace it or provide you with a full credit toward your next purchase."

They don't honor this. I'm done with them. But my guess is they won't be around much longer, anyway.Desired Settlement: First, I want a complete refund, immediately -- NOT a credit, because I'm not doing business them with them again.

But I'd also like an apology. I've been a substantial customer, spending several hundreds of dollars at Lot18 over the past 12 months, and this order was a significant one as well. I placed the order well in advance of Thanksgiving, expecting it would arrive in time for me to bring the wine to Thanksgiving with my family. I'll buy the wine elsewhere, but I want an apology.

Business

Response:

Case #: [redacted]

Business Response: This issue was resolved in 2013. The customer's wine shipment was damaged in transit by [redacted]. On the date of November [redacted], 2013, the customer was issued a refund of $99.96 for wines that were out-of-stock. Lot18 staff reached out to the customer via email to explain that the package had been damaged, that a refund had been issued for the out-of-stock items and that some wines were still in-stock and could be sent out to him again. Additionally, the customer received a $10 site credit for the inconvenience.

On the date of November [redacted], 2013, the customer replied by email that he wanted the in-stock replacement bottles to ship and confirmed his delivery address. A no-charge replacement shipment, for the remaining in-stock wines, was delivered to the customer on the date of Thursday, December [redacted] 2013, by [redacted].