Thank you for bringing this matter to our attention According to our records, the customer ***had a recurring wine club shipment processed on Tuesday, January **, at 9:A.MAfter the order was processed, the customer requested that their wine club membership be canceled via an email (received Tuesday, January *, at 2:PM and voicemail (received Tuesday, January **, at 11:08:AM.)The same day, 114, we canceled ***membership Previous to [redacted] cancellation request, we sent several emails in the weeks leading up to the order processing dateIn that time, we did not receive a cancellation or order change request and the next wine club shipment was processed and chargedIn keeping with our club's Terms & Conditions, processed orders cannot be canceledThis is noted publicly in the Frequently Asked Questions section of the Tasting Room website [redacted] Can I cancel my order? Orders cannot be canceledYou will be given advance notice of all club shipments and have the ability to cancel before shipment by contacting member services at [redacted] In response to [redacted] cancellation request, we sent the default cancellation email as well as a personal email explaining that their membership was canceled and that the current order could not be canceled: Sent: 6:PM Dear ***, Thanks for supporting Tasting Room! We have received your emails and phone call today, and we have canceled your subscriptionAs your current order # [redacted] was already processed before your requests were sent, we are not able to cancel that orderPlease be assured we will not process any further orders on your account after the current shipment #***Enjoy the wines and thanks again for your support! Best, [redacted] To confirm, [redacted] membership is canceled and no further orders will be processedThe current order, processed and charged before the cancellation request were made, will be the last shipment sent to the customer Thank you for your time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I just got another order of wine that I don't want This better not be on my card! Funny how a shipment of wine shows up here after I filed this complaint Well not funny I'm a disabled 9-responder I'm not up to this stress I entered something thinking it was worthwhile and it's not Really creepy how they just happened to ship nine bottles! I thought it was pro bono and I was miffed because who wants truly awful undrinkable wine?! Thanks for more problems Lot The deal was that you would send wine after the taste test but you sent wine regardless Now I'm drowning in awful wine I would think it's apparent I cancelled I guess I'll do a credit card dispute Great Have to love your business ethic In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: 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 Lotdoes 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 cancelIndeed, their TOS states, in pertinent part,“ [redacted] ***.Further," [redacted] ***."By their own admission, our letter of intent to cancel was received by Loton in written form, via emailIf Lotwishes 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 factoSimply because Lotnow 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 changesThese ‘changes on the fly’ are not only disingenuous, but smack of ‘dealing from under the deck,’ since Lotcannot 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 accountThey conveniently ignored that factual information in their response as well.Second, Lot failed to address the enormous gap between the time we canceled (215), the lag time in acknowledging said cancellation (215), and the alleged shipping date of their product (per their email)Lotmay 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.” Lothas 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.edeposited in an interest-bearing account, etc).Finally, to date we have not received the shipment Lot alleges to have sentIn fact, we specifically asked for the tracking number in a communication dated Lot has consistently maneuvered around their TOS, failed to produce a tracking number for the alleged shipment, and acted overall in bad faithWe allege as we did earlier, that Lotdoes business in an unethical manner, has no honor, and is a disreputable firm to trade withThat this can be readily attested to by the prolific complaints only serves to further support our contention that Lotowes us a refund in full of all charges relating to this latest shipment, the sum being $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
As it turns out, the customer has found and submitted a partial screenshot of an old promotionTo confirm, this is not the promotion he used when signing up for a membershipAlthough 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 Further, the enrollment materials, even in 2013, were clear about the rating policyPlease note the customer did not actually use this offer to enroll in our wine clubIn fact, the pricing listed in the old promotion the customer has found and submitted is entirely different than what the customer paidOur business no longer offers the pricing detailed in the promotional offer the customer submittedWe 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 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 enrollment promotion that the customer posted (screenshot is attached)Please note that even in the enrollment form is clear that the customer will be charged for and sent wine, on a specific schedule, unless the member cancels the accountThis 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 awayYour wine sampler kit willinclude simple instructions on how to rate your samplers and receive your freeWine ProfileAfter days of receiving your samplers, unless you cancel, youwill receive convenient delivery of your first case of wine (full-size,750ml bottles) for only $— that's 50% off regular price! — plus tax.Then, every months, you'll receive a new case at the low flat rate of $(asavings of 40% off retail), plus $shipping and taxDelivery 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 preferencesSee ourTerms & Conditions and Privacy Policy."To recap, we have demonstrated the following:#The enrollment materials the customer used to sign up for a wine club membership in February included all pertinent information about the billing schedule and cancellation policies#Further, we have also demonstrated that this information was included on our enrollment forms going back to the wine club’s launch in #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 differentAt 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 reviewIf any further information is needed to resolve this dispute, please let us know
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedWe are satisfied with the resolution, provided we no longer receive any further communication from Lot / [redacted] (especially Marketing messages)We confirm Lot / [redacted] has refunded our money (acknowledgement attached), and we rescind all authorizations for any and all credit cards on file with Lot / [redacted] ***.Sincerely, [redacted] & [redacted]
Thank you for notifying us about the need for follow-up.To confirm, Tasting Room is a subscription wine club serviceThis information is publicly available on our website and detailed on all enrollment pagesAll new members must agree to the club's terms and conditions, which includes authorizing the Tasting Room to process, charge and ship new packages of wines until the membership is canceled*** [redacted] agreed that they had both read and understood these terms before submitting their payment and membership details on the date of October **, Tasting Room offers members both flexibility and advance notice of upcoming shipmentsMembers need only visit their online account to do the following:Cancel a subscriptionChange the date of an upcoming shipment will be processedReview upcoming shipment datesMembers can also call the Tasting Room member services department for help with any of the aboveThe restocking fee is only levied if a customer refuses or misses delivery of a shipment processed during the course of their membershipIn this case, [redacted] neither canceled their membership nor rescheduled the date of their upcoming shipment in the days between the start of their membership and the scheduled date of their second shipmentPer ***'s agreement with Tasting Room, their second wine club shipment was processed on schedule, days after the start of their enrollmentIn response to receiving an email confirmation that the shipment was processed, [redacted] contacted Tasting Room to request a cancellation***'s membership was promptly canceled and, in keeping with the Tasting Room policy [redacted] agreed to upon enrollment, [redacted] was informed that the most recent shipment could not be canceled as it has already been processedAs [redacted] refused the delivery of their shipment, a refund was issued for the value of the wine and the $restocking fee was applied, per the Returns policy publicly explained on the Tasting Room website:Frequently Asked Questions: [redacted] Terms & Conditions: [redacted] At this point, we kindly ask the Bureau to make a decision regarding this complaint as we have demonstrated the following:The consumer had the opportunity to review the club policies and terms before enrollment and submitting payment for their first wine club shipmentThe consumer agreed to be charged and sent wine club shipments until a cancellation was requestedThe consumer was informed of all club policies and upcoming shipment dates via information posted in their Tasting Room online accountThe consumer did not request a membership cancellation until after two shipments were processedThe consumer received a refund for the shipment they refused
I canceled my membership to the Tasting Room because I found it difficult to receive shipments as they had to be signed for at the identified address and could not be routed anywhere once the shipment was madeAdditionally, the wine selections they selected for me were types of wines I did not enjoy and did not feel like they were in line with my profileAs with most subscription services it was difficult to cancel my membership and before the cancellation could become final they sent me a shipment and charged me for itWhen I called to ask them to cancel the shipment they refused saying it was "processing" and I could refuse the shipment when it came to my houseHowever, I was told that there would also be a restocking fee of approximately 50% of my original chargeWhen I asked to speak to a manager, hoping to find some resolution, the customer service agent told me that I could leave an email address because the manager did not take phone callsI asked to speak to someone that would be willing to provide me with some assistance and I was met with hostility and resistanceI was refused any time I asked to speak with a manager to escalate the call and eventually the agent hung up on meWhen I called back I only received a voice mail systemI have reached out to the company via twitter and as of yet have received no attempts at resolution and do not expect any from the companyI have had a terrible time dealing with this company and I warn anyone from seeking their services that it isn't worth it
To confirm, the customer received a refund for the value of the wine due to an issue with deliveryThe customer has been notified via emailIn 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 Lothas made this option available to you."This text included in the portion of the terms that the complainant included in their last messageThe Terms do not state that membership may be canceled via email requestThe [redacted] has two options for canceling membership: via the phone or online through the member's accountIn 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 orderWhile [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 reminderPlease 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 timeYou may also access cancellation information at any time by clicking the Club Management tab within your online [redacted] accountPlease make any changes, including cancellation of your membership, by February [redacted] 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 onlineIt 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 onlineFinally, instructions on how to cancel were also provided to this customer via email, after their initial contact, by our customer service staffAs the customer did not cancel online or over the phone--where [redacted] by Lothad made the option available--they remained enrolled in the club until calling our service center after the contested shipment was processedIn conclusion, [redacted] upheld our agreement with the customerThe customer was provided instructions on how cancel their membership prior to receiving another order via email on at least occasionsThe customer also had access to this information at any time, by visiting the [redacted] websiteThe customer was also informed of the policy regarding order cancellationThe customer's membership is canceled so no further orders will be processed or sentFinally, [redacted] promptly refunded the customer, for the value of the wine, after being alerted to delivery issues
Thank you for bringing this matter to our attentionTo confirm, the carrier for this package was ***As our business does not actually deliver the package, we are unable to make guarantees about what a package carrier will or will not doHowever, it is typical for [redacted] to hold a package for business days if all prior delivery attempts are unsuccessful and we have noted this in our shipment confirmation emailAgain, 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 failedThis 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 weekdaysAll wine shipments require an adult signature for delivery and our business is proactive in notifying customers of this situation from enrollment day onwardConsidering the circumstances in this case, we have refunded the usual $restocking fee levied on returned packagesPlease note that all customers agree to be charged this fee, if their package is returned as undeliverable, as part of their membership termsIn this case the package was undeliverable after 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" sectionIt 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 $return shipping fee." [redacted] If the customer wishes to receive a replacement shipment for the one that was returned, we suggest contacting our service department to reactivate the membership and process a new orderOtherwise, 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/*/Thank you for your consideration
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]This company is doing the same thing to hundreds of innocent consumersWhen you do a search on [redacted] and [redacted] there are so many people who have been tricked by the fact this wine club "subscription" is hidden in the terms and conditions [redacted] gets your credit card info when you sign up for the trail of tiny sample bottles of wineYou are told you will be offered great deals on wineYou are not told they will auto ship it to youThe [redacted] at [redacted] who said she would be responding to my complaint is correct I saying [redacted] sent me lots and LOTS of emails...none however that mention I have a shipment of wine coming..wine I did not order..There are no emails suggesting I have this wine coming and can cancel if I don't want itThe only email that says anything about this wine is an email on and then I received another email today saying the wine shippedSo to say this wine I did not order can not be cancelled is quite sadThis is truly a pathetic way to scam customersWhen you see the many chats people are having about [redacted] / [redacted] you can see photos of the peopleThese are real hard working people [redacted] is clearly taking advantage ofApparently [redacted] also sends out bottles of un-ordered wine for $to many of its unknowing customers and will not let any one cancel even though many of us are savvy and as soon as we see an email saying we are receiving something we did not order, we call in time to stop the order, but [redacted] will not stop the orderI hope someone finds a way to stop them from taking advantage of peopleThere are six bottles of wine that I do not want going to my home in California and I am not even in California at this timeI am care taking my Grandfather who is dyingSo thank you [redacted] for adding more stress to my weekThis is truly an unethical way of doing businessShame on you for trying to shame your customers by tricking usI don't want $worth of wine that I did not order going to my house right now, how can I prevent that? Also everyone talking about [redacted] says the wine is very low quality :( In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Summary: Customer self-enrolled into a subscription wine club service agreeing to the Offer Details belowThe customer did not cancel the membership prior to the second order processing date and was charged, per their agreement OFFER DETAILS Your Wine Tasting Kit will be sent right awayIt will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine ProfileJust hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (full-size, 750ml bottles) for only $(a little over $per bottle), plus $shippingThat's up to 40% off the retail price! You'll receive a new case of wine, each bottle selected based on your profile, every other month thereafterYou'll always pay the same low priceYou may cancel or skip any upcoming shipment at any time on our website or by calling ###-###-####There are no cancellation feesWine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferencesIf you do not rate your wines or cancel within days of signing up, we’ll send you bottles of customer favorites for $plus $shipping Please note the above Offer Details are displayed in large format text on the enrollment page the customer used to sign up for a wine club membershipThis is displayed directly to the right of the fields where the customer entered their credit card information and is thus, highly visibleAll members agree to the Offer Details when submitting their enrollment and initial payment Please also note that we offer prepaid gift packages on our website here: [redacted] This customer did NOT purchase a prepaid gift package; they enrolled into a subscription and agreed to be auto-charged for wine club shipments per the Offer Details outlined aboveThe customer self-enrolled in the Tasting Room wine club subscription on the date of 10:31:AMAt that time, a shipment of tasting wines was sent out to the customerPer the Offer Details the customer agreed to upon enrolling, the customer's second wine club shipment would be processed either a) The day after they submitted their online ratings for the tasting kit, if those were submitted within the first days of membership or b) days after the enrollment date if the customer did not submit online ratings [Note that these scenarios are explained in the above Offer Details, as well as on our website in the FAQs, as well as in emails sent to each new customer] In this case, the customer logged into their account on and submitted the online ratings of the tasting kit shipment sent at the start of their subscriptionPer their agreement with Tasting Room, their second wine club shipment, for full-size bottles, was processed on the date of 05:39:AMPlease note that this information was shown to the customer upon rating, and they had the option of canceling the membership at that point--or changing the order processing date--should they not want an order processed the following dayThe customer did not take those actions and the order was processed the following day, as promised Email notification confirming the order was sent to the customer on the day the order was processed on The customer did not cancel the subscription until the following day of The customer's package was delivered by [redacted] on and signed for by " [redacted] " If the customer wishes to receive a refund, they may return the full set of unopened winesThis policy is outlined on our website in the FAQs and Terms How do I return my product? If you are unsatisfied with any wine that you received, please contact [redacted] If you have received a shipment and would like to return it, you can send your unopened wine to [redacted] to receive a refundOnly complete, unopened shipments are accepted for returnsPlease include the order number and your shipping address with the package so the return can be identified with your accountWhen we receive your wine, we will refund your card in full (minus any shipping charges) and notify you via email." [redacted] As the customer is canceled, no further orders will be shipped or processed unless they choose to re-activate their subscription at a later datePlease note we are happy to issue a refund for the wines upon their return We appreciate the Revdex.com's help in resolving this matterPlease let us know if any further information is required Raven B [redacted] SrMember Services Manager [redacted] * [redacted] *** [redacted] ** [redacted] [redacted] *** *** *** [redacted] *** *** [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This is false [redacted] / [redacted] does not send out emails to notify the customer regarding the auto shipment of wineThey send an email saying your order has shipped! That is the point at which myself and hundreds of other individuals with the exact same complaint contact [redacted] / [redacted] to cancel the shipment [redacted] ***/ [redacted] refuses to even attempt to stop the shipment even though it does not leave their warehouse for another two daysAlso, we are told we will be tasting the wine then rating it, then we will be offered deals on wineI did not even have a chance to sample the wine, or rate it, and I never chose any wines to purchase from [redacted] ***Then [redacted] starts sending unsolicited wine to your door right awayIf you decline the shipment they charge you anywaysWhen you do get a chance to taste the wine it is truly awfulIf [redacted] is a legitimate business why are so many people stating they are being charged for wine they did not order and that the wine is not even drinkable? They do not notify you that they are sending you wine you did not order so that you may cancel it beforehandWhen you call two days before it is even leaving the warehouse the offer no opportunity to cancel the wineDoes this sound like they are giving you an opportunity to cancel as they say they are? I have all my emails from [redacted] saved there is none stating, " You are about to be charged for six bottles of wine you did not agree to have automatically charged to your bank actwould you like these wines ? " if you read the complaints all over the internet about [redacted] / [redacted] they all say the same thingNo warning emailNo opportunity to cancel even when you call within moments of receiving an email saying you are being chargedIf all of us consumers are ignoring our emails from [redacted] why is it we all sure notice that one quickly? I have definitely been defrauded by [redacted] / [redacted] along with hundreds of other people In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted] ***...
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They Have not addressed 75% of my concerns In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: You are wonderful; if it weren't for you, I'm not sure I would have gotten my money backThis company, on the other hand, is one of the most deceptive and unethical businesses I have dealt with in my lifeTheir customer service team flat out ignored the emails I sent to request cancellation of my accountAfter shipping me a nondescript container without any email warning, they refused to accept the returnI first filed a dispute with my credit card company, who first ruled in my favor, and then overturned the decision based on the merchant's requestI would like to support the Revdex.com in any way I can After months of dealing with this company through their customer service, my credit card company's dispute system, and through the Revdex.com, the matter is finally resolved but I'm unhappy that this company can still do business and continue to deceive other innocent customers I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
Please note that [redacted] has filed complaints about the same issueWe ask that the Revdex.com consolidate into one disputeThe 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 onlineThe customer has acknowledged that they had access to all of this informationWe 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 kitIf the customer was confused about the policy, they had the option to contact our service department or visit the site's FAQs for clarificationPlease 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 customerMeanwhile, 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 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 websiteIn 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 ofwineYour first shipment will be processed as quickly as possible after yourate your kit – typically the following dayIf after days you have notrated the wines in your Tasting Kit, we will automatically send a selection ofcustomer favorites for your first shipmentYou’ll receive a new case ofwine months after we send your first caseAll shipments thereafter are sentevery monthsYou can modify your shipping dates at any time via our websiteor by contacting Member ServicesThere are no forms to fill out, phone callsto make or emails to sendThe 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 The information above was sent to the customer via email on Mar **, 2:PMAs the customer agreed to this policy upon enrollment and did not cancel their membership in the first days, a second wine club shipment was processed and sent as scheduledThe customer was apprised of the upcoming shipment schedule during enrollment and this information was also available in the member's online account with our businessFurther, the policies were explained again via email on March **, which we know the customer received as the customer responded to the email explaining the policiesThe 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 addressPrior to processing the shipment, [redacted] attempted to contact the customer via email and days prior, to let the customer know the date on which their card would be charged for another wine club shipmentThese 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 shipmentAdditionally, our business sends emails to customers when an order is processed, confirming the details of the purchase, and again when the package is shippedAlthough 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 deliveredPlease 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 confirmationsTo date, we have not received the shipment backIf the customer wishes to receive a refund for the value of the wine, they must return all of the unopened winesInstructions on how to return the wine were emailed to the customer on and the customer can also find these posted in 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 clubPlease let us know if any further information is neededWe appreciate the Revdex.com's help in resolving this dispute and combining it with the identical dispute the same customer opened Complaint # [redacted]
Thank you for bringing this matter to our attention To confirm, [redacted] was a member of the [redacted] between the dates of She self-enrolled online on the date of to request a cancellation before her second shipment was charged on 1014, her upcoming shipment would have been canceled and her card would not have been chargedAs [redacted] did not submit a request prior to 1014, [redacted] 's second wine club shipment was processed and an order confirmation was sent to her registered email addressAfter receiving the order confirmation email, [redacted] called the [redacted] member services department times within a span of minutes, speaking with two different representatives [redacted] 's membership to the [redacted] was promptly canceled, per her request, and the representatives explained the cancellation policyBelow is an explanation of the [redacted] cancellation policy as it is publicly-posted on our website: "You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-#### or canceling onlinePlease keep in mind that orders cannot be canceled once they are processedAny orders processed before a membership cancellation is requested will still be shipped." The [redacted] policies can be reviewed here: [redacted] As [redacted] requested that a [redacted] reach out to her, the [redacted] of the department sent her an email confirming that her membership is canceled and explaining that the current order could not be canceled under the club policy [redacted] had agreed to upon enrollment [redacted] has continued to contact [redacted] via emailWe have notified her that we are cooperating with the Revdex.com in mediating her dispute At this point, [redacted] cannot offer a refund as [redacted] 's shipment was processed prior to cancellationHer membership is now canceled, per her requestNo further club shipments will be charged to her accountThe current shipment, processed during her enrollment in the club, will be the last she receives unless she reactivates her membership at a later date We appreciate your help in resolving this matterPlease let us know if any further information is neededWe are happy to assist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Business is relying on "fine print" to justify responseThey bait customers with a $tasting kit with no mention on the ad about signing up for a recurring membership in a club, until after the $worth of wine has been rated by the customerThey subsequently bombard the customer with e-mails that do not mention a shipment pendingThen, when the shipment has been charged, they send an e-mailThe business eventually refunded the the fee for the wine after the delivery was rejected, but they refused to refund the $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 $to taste and they have matched your preferenceshttps://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 serviceA combative representative hung up on me when we could not agree on a resolution to the problemShe would not allow me to speak with a supervisor or give me a last name or a phone number for the supervisorEventually 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, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I stand by my complaint and the merchant's response is unacceptableAs noted in my complaint, the merchant had fraudulently embedded the membership/renewing shipments verbiageThe only transaction I ordered was for $on which constituted a sample of winesAgain, after ordering this transaction on 0215, I ensured that my credit card information was not saved on the online profile, that I had to add to order this shipment; and it was not saved which is goodHow did the merchant charge me on 0315? Is the merchant storing my credit card information in their system without my permission? Why did they charge my card on without my consent as I didn't order it? Why is the merchant displaying that my credit card information has been saved to my profile? This is a fraudulent practice.As for the refund, I did reject the shipment from 03/ [redacted] and was credited partial amount - $out of $This complaint is to request for full refundHence, request for the remaining $+ damages (for fraudulent practice of storing and charging my credit card with my consent, and the inconvenience caused) In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Once again, [redacted] is failing to acknowledge a very clear and obvious conflict in policy portrayalAgain, 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 statesThis is clearly 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 dissatisfactionThe issue should be made note of in order to fix and actively prevent any further miscommunication, not push the blame right back on the consumerAt this point, I don't even care if I get a refundI just want the conflict in information to be amended on the website to protect future customers from falling into the same trap In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Thank you for bringing this matter to our attention According to our records, the customer ***had a recurring wine club shipment processed on Tuesday, January **, at 9:A.MAfter the order was processed, the customer requested that their wine club membership be canceled via an email (received Tuesday, January *, at 2:PM and voicemail (received Tuesday, January **, at 11:08:AM.)The same day, 114, we canceled ***membership Previous to [redacted] cancellation request, we sent several emails in the weeks leading up to the order processing dateIn that time, we did not receive a cancellation or order change request and the next wine club shipment was processed and chargedIn keeping with our club's Terms & Conditions, processed orders cannot be canceledThis is noted publicly in the Frequently Asked Questions section of the Tasting Room website [redacted] Can I cancel my order? Orders cannot be canceledYou will be given advance notice of all club shipments and have the ability to cancel before shipment by contacting member services at [redacted] In response to [redacted] cancellation request, we sent the default cancellation email as well as a personal email explaining that their membership was canceled and that the current order could not be canceled: Sent: 6:PM Dear ***, Thanks for supporting Tasting Room! We have received your emails and phone call today, and we have canceled your subscriptionAs your current order # [redacted] was already processed before your requests were sent, we are not able to cancel that orderPlease be assured we will not process any further orders on your account after the current shipment #***Enjoy the wines and thanks again for your support! Best, [redacted] To confirm, [redacted] membership is canceled and no further orders will be processedThe current order, processed and charged before the cancellation request were made, will be the last shipment sent to the customer Thank you for your time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I just got another order of wine that I don't want This better not be on my card! Funny how a shipment of wine shows up here after I filed this complaint Well not funny I'm a disabled 9-responder I'm not up to this stress I entered something thinking it was worthwhile and it's not Really creepy how they just happened to ship nine bottles! I thought it was pro bono and I was miffed because who wants truly awful undrinkable wine?! Thanks for more problems Lot The deal was that you would send wine after the taste test but you sent wine regardless Now I'm drowning in awful wine I would think it's apparent I cancelled I guess I'll do a credit card dispute Great Have to love your business ethic In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: 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 Lotdoes 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 cancelIndeed, their TOS states, in pertinent part,“ [redacted] ***.Further," [redacted] ***."By their own admission, our letter of intent to cancel was received by Loton in written form, via emailIf Lotwishes 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 factoSimply because Lotnow 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 changesThese ‘changes on the fly’ are not only disingenuous, but smack of ‘dealing from under the deck,’ since Lotcannot 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 accountThey conveniently ignored that factual information in their response as well.Second, Lot failed to address the enormous gap between the time we canceled (215), the lag time in acknowledging said cancellation (215), and the alleged shipping date of their product (per their email)Lotmay 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.” Lothas 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.edeposited in an interest-bearing account, etc).Finally, to date we have not received the shipment Lot alleges to have sentIn fact, we specifically asked for the tracking number in a communication dated Lot has consistently maneuvered around their TOS, failed to produce a tracking number for the alleged shipment, and acted overall in bad faithWe allege as we did earlier, that Lotdoes business in an unethical manner, has no honor, and is a disreputable firm to trade withThat this can be readily attested to by the prolific complaints only serves to further support our contention that Lotowes us a refund in full of all charges relating to this latest shipment, the sum being $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
As it turns out, the customer has found and submitted a partial screenshot of an old promotionTo confirm, this is not the promotion he used when signing up for a membershipAlthough 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 Further, the enrollment materials, even in 2013, were clear about the rating policyPlease note the customer did not actually use this offer to enroll in our wine clubIn fact, the pricing listed in the old promotion the customer has found and submitted is entirely different than what the customer paidOur business no longer offers the pricing detailed in the promotional offer the customer submittedWe 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 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 enrollment promotion that the customer posted (screenshot is attached)Please note that even in the enrollment form is clear that the customer will be charged for and sent wine, on a specific schedule, unless the member cancels the accountThis 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 awayYour wine sampler kit willinclude simple instructions on how to rate your samplers and receive your freeWine ProfileAfter days of receiving your samplers, unless you cancel, youwill receive convenient delivery of your first case of wine (full-size,750ml bottles) for only $— that's 50% off regular price! — plus tax.Then, every months, you'll receive a new case at the low flat rate of $(asavings of 40% off retail), plus $shipping and taxDelivery 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 preferencesSee ourTerms & Conditions and Privacy Policy."To recap, we have demonstrated the following:#The enrollment materials the customer used to sign up for a wine club membership in February included all pertinent information about the billing schedule and cancellation policies#Further, we have also demonstrated that this information was included on our enrollment forms going back to the wine club’s launch in #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 differentAt 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 reviewIf any further information is needed to resolve this dispute, please let us know
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolvedWe are satisfied with the resolution, provided we no longer receive any further communication from Lot / [redacted] (especially Marketing messages)We confirm Lot / [redacted] has refunded our money (acknowledgement attached), and we rescind all authorizations for any and all credit cards on file with Lot / [redacted] ***.Sincerely, [redacted] & [redacted]
Thank you for notifying us about the need for follow-up.To confirm, Tasting Room is a subscription wine club serviceThis information is publicly available on our website and detailed on all enrollment pagesAll new members must agree to the club's terms and conditions, which includes authorizing the Tasting Room to process, charge and ship new packages of wines until the membership is canceled*** [redacted] agreed that they had both read and understood these terms before submitting their payment and membership details on the date of October **, Tasting Room offers members both flexibility and advance notice of upcoming shipmentsMembers need only visit their online account to do the following:Cancel a subscriptionChange the date of an upcoming shipment will be processedReview upcoming shipment datesMembers can also call the Tasting Room member services department for help with any of the aboveThe restocking fee is only levied if a customer refuses or misses delivery of a shipment processed during the course of their membershipIn this case, [redacted] neither canceled their membership nor rescheduled the date of their upcoming shipment in the days between the start of their membership and the scheduled date of their second shipmentPer ***'s agreement with Tasting Room, their second wine club shipment was processed on schedule, days after the start of their enrollmentIn response to receiving an email confirmation that the shipment was processed, [redacted] contacted Tasting Room to request a cancellation***'s membership was promptly canceled and, in keeping with the Tasting Room policy [redacted] agreed to upon enrollment, [redacted] was informed that the most recent shipment could not be canceled as it has already been processedAs [redacted] refused the delivery of their shipment, a refund was issued for the value of the wine and the $restocking fee was applied, per the Returns policy publicly explained on the Tasting Room website:Frequently Asked Questions: [redacted] Terms & Conditions: [redacted] At this point, we kindly ask the Bureau to make a decision regarding this complaint as we have demonstrated the following:The consumer had the opportunity to review the club policies and terms before enrollment and submitting payment for their first wine club shipmentThe consumer agreed to be charged and sent wine club shipments until a cancellation was requestedThe consumer was informed of all club policies and upcoming shipment dates via information posted in their Tasting Room online accountThe consumer did not request a membership cancellation until after two shipments were processedThe consumer received a refund for the shipment they refused
I canceled my membership to the Tasting Room because I found it difficult to receive shipments as they had to be signed for at the identified address and could not be routed anywhere once the shipment was madeAdditionally, the wine selections they selected for me were types of wines I did not enjoy and did not feel like they were in line with my profileAs with most subscription services it was difficult to cancel my membership and before the cancellation could become final they sent me a shipment and charged me for itWhen I called to ask them to cancel the shipment they refused saying it was "processing" and I could refuse the shipment when it came to my houseHowever, I was told that there would also be a restocking fee of approximately 50% of my original chargeWhen I asked to speak to a manager, hoping to find some resolution, the customer service agent told me that I could leave an email address because the manager did not take phone callsI asked to speak to someone that would be willing to provide me with some assistance and I was met with hostility and resistanceI was refused any time I asked to speak with a manager to escalate the call and eventually the agent hung up on meWhen I called back I only received a voice mail systemI have reached out to the company via twitter and as of yet have received no attempts at resolution and do not expect any from the companyI have had a terrible time dealing with this company and I warn anyone from seeking their services that it isn't worth it
To confirm, the customer received a refund for the value of the wine due to an issue with deliveryThe customer has been notified via emailIn 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 Lothas made this option available to you."This text included in the portion of the terms that the complainant included in their last messageThe Terms do not state that membership may be canceled via email requestThe [redacted] has two options for canceling membership: via the phone or online through the member's accountIn 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 orderWhile [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 reminderPlease 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 timeYou may also access cancellation information at any time by clicking the Club Management tab within your online [redacted] accountPlease make any changes, including cancellation of your membership, by February [redacted] 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 onlineIt 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 onlineFinally, instructions on how to cancel were also provided to this customer via email, after their initial contact, by our customer service staffAs the customer did not cancel online or over the phone--where [redacted] by Lothad made the option available--they remained enrolled in the club until calling our service center after the contested shipment was processedIn conclusion, [redacted] upheld our agreement with the customerThe customer was provided instructions on how cancel their membership prior to receiving another order via email on at least occasionsThe customer also had access to this information at any time, by visiting the [redacted] websiteThe customer was also informed of the policy regarding order cancellationThe customer's membership is canceled so no further orders will be processed or sentFinally, [redacted] promptly refunded the customer, for the value of the wine, after being alerted to delivery issues
Thank you for bringing this matter to our attentionTo confirm, the carrier for this package was ***As our business does not actually deliver the package, we are unable to make guarantees about what a package carrier will or will not doHowever, it is typical for [redacted] to hold a package for business days if all prior delivery attempts are unsuccessful and we have noted this in our shipment confirmation emailAgain, 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 failedThis 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 weekdaysAll wine shipments require an adult signature for delivery and our business is proactive in notifying customers of this situation from enrollment day onwardConsidering the circumstances in this case, we have refunded the usual $restocking fee levied on returned packagesPlease note that all customers agree to be charged this fee, if their package is returned as undeliverable, as part of their membership termsIn this case the package was undeliverable after 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" sectionIt 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 $return shipping fee." [redacted] If the customer wishes to receive a replacement shipment for the one that was returned, we suggest contacting our service department to reactivate the membership and process a new orderOtherwise, 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/*/Thank you for your consideration
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]This company is doing the same thing to hundreds of innocent consumersWhen you do a search on [redacted] and [redacted] there are so many people who have been tricked by the fact this wine club "subscription" is hidden in the terms and conditions [redacted] gets your credit card info when you sign up for the trail of tiny sample bottles of wineYou are told you will be offered great deals on wineYou are not told they will auto ship it to youThe [redacted] at [redacted] who said she would be responding to my complaint is correct I saying [redacted] sent me lots and LOTS of emails...none however that mention I have a shipment of wine coming..wine I did not order..There are no emails suggesting I have this wine coming and can cancel if I don't want itThe only email that says anything about this wine is an email on and then I received another email today saying the wine shippedSo to say this wine I did not order can not be cancelled is quite sadThis is truly a pathetic way to scam customersWhen you see the many chats people are having about [redacted] / [redacted] you can see photos of the peopleThese are real hard working people [redacted] is clearly taking advantage ofApparently [redacted] also sends out bottles of un-ordered wine for $to many of its unknowing customers and will not let any one cancel even though many of us are savvy and as soon as we see an email saying we are receiving something we did not order, we call in time to stop the order, but [redacted] will not stop the orderI hope someone finds a way to stop them from taking advantage of peopleThere are six bottles of wine that I do not want going to my home in California and I am not even in California at this timeI am care taking my Grandfather who is dyingSo thank you [redacted] for adding more stress to my weekThis is truly an unethical way of doing businessShame on you for trying to shame your customers by tricking usI don't want $worth of wine that I did not order going to my house right now, how can I prevent that? Also everyone talking about [redacted] says the wine is very low quality :( In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Summary: Customer self-enrolled into a subscription wine club service agreeing to the Offer Details belowThe customer did not cancel the membership prior to the second order processing date and was charged, per their agreement OFFER DETAILS Your Wine Tasting Kit will be sent right awayIt will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine ProfileJust hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (full-size, 750ml bottles) for only $(a little over $per bottle), plus $shippingThat's up to 40% off the retail price! You'll receive a new case of wine, each bottle selected based on your profile, every other month thereafterYou'll always pay the same low priceYou may cancel or skip any upcoming shipment at any time on our website or by calling ###-###-####There are no cancellation feesWine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferencesIf you do not rate your wines or cancel within days of signing up, we’ll send you bottles of customer favorites for $plus $shipping Please note the above Offer Details are displayed in large format text on the enrollment page the customer used to sign up for a wine club membershipThis is displayed directly to the right of the fields where the customer entered their credit card information and is thus, highly visibleAll members agree to the Offer Details when submitting their enrollment and initial payment Please also note that we offer prepaid gift packages on our website here: [redacted] This customer did NOT purchase a prepaid gift package; they enrolled into a subscription and agreed to be auto-charged for wine club shipments per the Offer Details outlined aboveThe customer self-enrolled in the Tasting Room wine club subscription on the date of 10:31:AMAt that time, a shipment of tasting wines was sent out to the customerPer the Offer Details the customer agreed to upon enrolling, the customer's second wine club shipment would be processed either a) The day after they submitted their online ratings for the tasting kit, if those were submitted within the first days of membership or b) days after the enrollment date if the customer did not submit online ratings [Note that these scenarios are explained in the above Offer Details, as well as on our website in the FAQs, as well as in emails sent to each new customer] In this case, the customer logged into their account on and submitted the online ratings of the tasting kit shipment sent at the start of their subscriptionPer their agreement with Tasting Room, their second wine club shipment, for full-size bottles, was processed on the date of 05:39:AMPlease note that this information was shown to the customer upon rating, and they had the option of canceling the membership at that point--or changing the order processing date--should they not want an order processed the following dayThe customer did not take those actions and the order was processed the following day, as promised Email notification confirming the order was sent to the customer on the day the order was processed on The customer did not cancel the subscription until the following day of The customer's package was delivered by [redacted] on and signed for by " [redacted] " If the customer wishes to receive a refund, they may return the full set of unopened winesThis policy is outlined on our website in the FAQs and Terms How do I return my product? If you are unsatisfied with any wine that you received, please contact [redacted] If you have received a shipment and would like to return it, you can send your unopened wine to [redacted] to receive a refundOnly complete, unopened shipments are accepted for returnsPlease include the order number and your shipping address with the package so the return can be identified with your accountWhen we receive your wine, we will refund your card in full (minus any shipping charges) and notify you via email." [redacted] As the customer is canceled, no further orders will be shipped or processed unless they choose to re-activate their subscription at a later datePlease note we are happy to issue a refund for the wines upon their return We appreciate the Revdex.com's help in resolving this matterPlease let us know if any further information is required Raven B [redacted] SrMember Services Manager [redacted] * [redacted] *** [redacted] ** [redacted] [redacted] *** *** *** [redacted] *** *** [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This is false [redacted] / [redacted] does not send out emails to notify the customer regarding the auto shipment of wineThey send an email saying your order has shipped! That is the point at which myself and hundreds of other individuals with the exact same complaint contact [redacted] / [redacted] to cancel the shipment [redacted] ***/ [redacted] refuses to even attempt to stop the shipment even though it does not leave their warehouse for another two daysAlso, we are told we will be tasting the wine then rating it, then we will be offered deals on wineI did not even have a chance to sample the wine, or rate it, and I never chose any wines to purchase from [redacted] ***Then [redacted] starts sending unsolicited wine to your door right awayIf you decline the shipment they charge you anywaysWhen you do get a chance to taste the wine it is truly awfulIf [redacted] is a legitimate business why are so many people stating they are being charged for wine they did not order and that the wine is not even drinkable? They do not notify you that they are sending you wine you did not order so that you may cancel it beforehandWhen you call two days before it is even leaving the warehouse the offer no opportunity to cancel the wineDoes this sound like they are giving you an opportunity to cancel as they say they are? I have all my emails from [redacted] saved there is none stating, " You are about to be charged for six bottles of wine you did not agree to have automatically charged to your bank actwould you like these wines ? " if you read the complaints all over the internet about [redacted] / [redacted] they all say the same thingNo warning emailNo opportunity to cancel even when you call within moments of receiving an email saying you are being chargedIf all of us consumers are ignoring our emails from [redacted] why is it we all sure notice that one quickly? I have definitely been defrauded by [redacted] / [redacted] along with hundreds of other people In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted] ***...
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They Have not addressed 75% of my concerns In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: You are wonderful; if it weren't for you, I'm not sure I would have gotten my money backThis company, on the other hand, is one of the most deceptive and unethical businesses I have dealt with in my lifeTheir customer service team flat out ignored the emails I sent to request cancellation of my accountAfter shipping me a nondescript container without any email warning, they refused to accept the returnI first filed a dispute with my credit card company, who first ruled in my favor, and then overturned the decision based on the merchant's requestI would like to support the Revdex.com in any way I can After months of dealing with this company through their customer service, my credit card company's dispute system, and through the Revdex.com, the matter is finally resolved but I'm unhappy that this company can still do business and continue to deceive other innocent customers I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
Please note that [redacted] has filed complaints about the same issueWe ask that the Revdex.com consolidate into one disputeThe 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 onlineThe customer has acknowledged that they had access to all of this informationWe 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 kitIf the customer was confused about the policy, they had the option to contact our service department or visit the site's FAQs for clarificationPlease 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 customerMeanwhile, 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 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 websiteIn 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 ofwineYour first shipment will be processed as quickly as possible after yourate your kit – typically the following dayIf after days you have notrated the wines in your Tasting Kit, we will automatically send a selection ofcustomer favorites for your first shipmentYou’ll receive a new case ofwine months after we send your first caseAll shipments thereafter are sentevery monthsYou can modify your shipping dates at any time via our websiteor by contacting Member ServicesThere are no forms to fill out, phone callsto make or emails to sendThe 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 The information above was sent to the customer via email on Mar **, 2:PMAs the customer agreed to this policy upon enrollment and did not cancel their membership in the first days, a second wine club shipment was processed and sent as scheduledThe customer was apprised of the upcoming shipment schedule during enrollment and this information was also available in the member's online account with our businessFurther, the policies were explained again via email on March **, which we know the customer received as the customer responded to the email explaining the policiesThe 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 addressPrior to processing the shipment, [redacted] attempted to contact the customer via email and days prior, to let the customer know the date on which their card would be charged for another wine club shipmentThese 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 shipmentAdditionally, our business sends emails to customers when an order is processed, confirming the details of the purchase, and again when the package is shippedAlthough 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 deliveredPlease 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 confirmationsTo date, we have not received the shipment backIf the customer wishes to receive a refund for the value of the wine, they must return all of the unopened winesInstructions on how to return the wine were emailed to the customer on and the customer can also find these posted in 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 clubPlease let us know if any further information is neededWe appreciate the Revdex.com's help in resolving this dispute and combining it with the identical dispute the same customer opened Complaint # [redacted]
Thank you for bringing this matter to our attention To confirm, [redacted] was a member of the [redacted] between the dates of She self-enrolled online on the date of to request a cancellation before her second shipment was charged on 1014, her upcoming shipment would have been canceled and her card would not have been chargedAs [redacted] did not submit a request prior to 1014, [redacted] 's second wine club shipment was processed and an order confirmation was sent to her registered email addressAfter receiving the order confirmation email, [redacted] called the [redacted] member services department times within a span of minutes, speaking with two different representatives [redacted] 's membership to the [redacted] was promptly canceled, per her request, and the representatives explained the cancellation policyBelow is an explanation of the [redacted] cancellation policy as it is publicly-posted on our website: "You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-#### or canceling onlinePlease keep in mind that orders cannot be canceled once they are processedAny orders processed before a membership cancellation is requested will still be shipped." The [redacted] policies can be reviewed here: [redacted] As [redacted] requested that a [redacted] reach out to her, the [redacted] of the department sent her an email confirming that her membership is canceled and explaining that the current order could not be canceled under the club policy [redacted] had agreed to upon enrollment [redacted] has continued to contact [redacted] via emailWe have notified her that we are cooperating with the Revdex.com in mediating her dispute At this point, [redacted] cannot offer a refund as [redacted] 's shipment was processed prior to cancellationHer membership is now canceled, per her requestNo further club shipments will be charged to her accountThe current shipment, processed during her enrollment in the club, will be the last she receives unless she reactivates her membership at a later date We appreciate your help in resolving this matterPlease let us know if any further information is neededWe are happy to assist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Business is relying on "fine print" to justify responseThey bait customers with a $tasting kit with no mention on the ad about signing up for a recurring membership in a club, until after the $worth of wine has been rated by the customerThey subsequently bombard the customer with e-mails that do not mention a shipment pendingThen, when the shipment has been charged, they send an e-mailThe business eventually refunded the the fee for the wine after the delivery was rejected, but they refused to refund the $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 $to taste and they have matched your preferenceshttps://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 serviceA combative representative hung up on me when we could not agree on a resolution to the problemShe would not allow me to speak with a supervisor or give me a last name or a phone number for the supervisorEventually 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, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I stand by my complaint and the merchant's response is unacceptableAs noted in my complaint, the merchant had fraudulently embedded the membership/renewing shipments verbiageThe only transaction I ordered was for $on which constituted a sample of winesAgain, after ordering this transaction on 0215, I ensured that my credit card information was not saved on the online profile, that I had to add to order this shipment; and it was not saved which is goodHow did the merchant charge me on 0315? Is the merchant storing my credit card information in their system without my permission? Why did they charge my card on without my consent as I didn't order it? Why is the merchant displaying that my credit card information has been saved to my profile? This is a fraudulent practice.As for the refund, I did reject the shipment from 03/ [redacted] and was credited partial amount - $out of $This complaint is to request for full refundHence, request for the remaining $+ damages (for fraudulent practice of storing and charging my credit card with my consent, and the inconvenience caused) In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Once again, [redacted] is failing to acknowledge a very clear and obvious conflict in policy portrayalAgain, 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 statesThis is clearly 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 dissatisfactionThe issue should be made note of in order to fix and actively prevent any further miscommunication, not push the blame right back on the consumerAt this point, I don't even care if I get a refundI just want the conflict in information to be amended on the website to protect future customers from falling into the same trap In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]