Tasting Room by Lot 18

Thank you for bringing this matter to our attentionPlease see attachment showing the online enrollment offer the customer used to self-enroll in the [redacted] wine clubFull offer details are provided on the enrollment pageThe details are also explained below.To confirm, the customer self-enrolled herself into our wine club and explicitly authorized our business to charge her credit card for wine club shipments until she canceled her membershipIn total, she received two wine club shipments before canceling her membershipThe order in question is the second of these shipmentsIt was processed on the day that had been promised to the customer--the date of which was available in her online account on the [redacted] website--and was in transit to her shipping address when she first reached out to our company to request a refundPlease note that the customer's first ever contact came via an email with the timestamp of 11:p.mThis is outside our service hours, which are a.mto p.mEST on weekdaysMeanwhile, [redacted] had already scheduled delivery of her package for the following dayThus, it was impossible to cancel the shipment, at the time the customer requested, as it had been in transit for several days and was delivered the following afternoon at 12:p.m.The customer has been helped by customer service representatives, the manager of Member Services and the [redacted] of our companyThe customer has been provided with a live link to the enrollment materials she used to sign herself up online for a membershipThese materials clearly state that [redacted] is a wine club and members will receive shipments until canceling their subscriptionThe materials are also clear that by submitting payment for the initial club shipment, the customer is authorizing [redacted] to continue charging the card on file until the member cancels the subscriptionThus, the second wine club shipment the customer contests was authorized by her because she self-enrolled into the club and did not request a subscription cancellation until after the order was processed, shipped and scheduled for delivery with the carrierIf the customer did not wish to receive this package, she had the option of refusing the delivery with the carrierIf that had occurred the customer would have received a refund for the value of the winesAs the package was accepted via adult signature, the customer now has the option of returning the wines to receive a refundInstructions on how to return the wine have been sent to the customer, via email, by three different representatives of our companyThis information is also available on our website in the FAQs and Terms sectionsTo confirm, the enrollment form this customer used to sign herself up for a wine club membership clearly states the following:"Wine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your 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"This information is located here: [redacted] ***Please note this text is located directly across from the credit card entry form where the customer input her billing information to complete the enrollment.***The exact language from the Offer Details listed on the enrollment offer are below:"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, months after we send your first caseAll shipments thereafter are sent every monthsYou'll always pay the same low priceYou may cancel or skip a shipment at any time on our website or by calling [redacted] 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." In conclusion, we are happy to offer a refund for the value of the wines if the customer returns all of the wines she receivedAgain, the customer has been sent instructions on how to return the shipment and can also find this information listed publicly on our website in several placesUntil the wine is returned, we are unable to offer a refund as the order was authorized by the cardholder upon enrollmentFurther, it was processed, shipped and delivered prior to her membership cancellationThank 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: The business has still not taken responsibility for its unauthorized and surreptitious charge to my credit card After the valid sale of a "sample", the business created an additional order and charged my card without notice It then willfully neglected to stop shipment, even though I CANCELED THE ORDER BEFORE IT WAS SHIPPED, via the only means possible - email, since THE COMPANY WEBSITE AND TELEPHONE CUSTOMER SERVICE HOURS ARE BOTH DESIGNED TO HINDER CANCELLATIONS Furthermore, THE BUSINESS CONTINUES TO VIOLATE IT'S OWN TERMS & CONDITIONS (which were sent to Revdex.com) which guarantee satisfaction and allow the customer to cancel at any time without fees.This business is highly deceptive, as is evident from many similar customer stories; Yelp.com alone has over negative reviews, almost all with the same customer experience Other sites have similar insights Lot/ Tasting Room DOES NOT make it clear that they will automatically ship a case of wine after your sample What if a customer does not like the sample, as with me? I was given no opportunity to confirm or decline the shipment after my sample Furthermore, the Lot/ Tasting Room terms & conditions (which they sent to Revdex.com) also clearly state "You may cancel or skip any upcoming shipment at any time on our website or by calling ###-###-####There are no cancellation fees." In fact, my experience and the reason for this complaint is the exact opposite: I COULD NOT CANCEL the order on their website (it was not possible, despite looking carefully through their site), and their customer service phone lines are not open on Saturday (they created the order overnight Friday-Saturday), and I SENT A CLEAR CANCELLATION AND "STOP SHIPMENT" EMAIL (with order # details etc.) on Saturday, but THEY SHIPPED on Monday EVEN AFTER I CANCELED Then when the merchandise arrived, Lot/ Tasting Room refused to authorize a return label or pickup by *** They would only accept a return if (after) I shipped and paid myself So their deceptive practice costs the customer money?! Most of their victims probably do not spend the time to fight it, because return shipping would be expensive But they are preying on customers and should be stopped.In addition to Revdex.com, I have also reported this business to American Express, and to the NY State Attorney General [redacted] has already put the merchant on a "Transaction Risk" monitoring list I am considering contacting media outlets 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 DETAILSYour 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 Profile.Just 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 price.You may cancel or skip any upcoming shipment at any time on our website or by calling###-###-####There are no cancellation fees.Wine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferencesIf you do not rate your wines or cancel within days of signing up, we’ll send you bottles of customer favorites for $plus $shippingPlease 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 paymentThe customer self-enrolled in the Tasting Room wine club subscription on the date of 04:32:PMPer the Offer Details the customer agreed to upon enrolling, the customer had days after their enrollment date to cancel before their second wine club shipment was processedThe customer did not cancel the membership in those days, so a second wine club shipment, for full-size bottles, was processed on the date of 05:36:AMThe package was returned to our company's fulfillment center on and a refund, for the value of the wine plus tax was issued on 09/06/Please note that our policy is to charge a $return shipping fee for refused and undeliverable packagesIn this case, the customer service representative who helped this customer waived the $feeIn conclusion: The customer did not cancel the account prior to their order date and was issued a refund after the package was returned to our fulfillment centerAdditionally, the usual $return shipping fee was waived by one of our service representativesThe customer's account is canceled and no further orders will be processed or sent unless the customer reactivates the membership at a later datePlease let us know if any further information is needed to resolve this matter

Revdex.com: I have now received the requested refund after returning the items This matter is now 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: [Your Answer Here] I never rated the sample wines sent to me and I contacted them the day after I received their email advising me of the shipmentI find their business practice of shipping product without hearing from their customers to be sneaky for lack of a better term and does not promote good customer relationsWhy would I agree to take full bottles of wine that I never tasted or ratedMy so called profile was 3-questions regarding things like how I drink my coffee or what type of fruit I likeIn all honesty I was ordering the samples to give to my older son who is more of a wine drinker than myselfSince he lives in Manhattan and I live in New Jersey I hadn't been able to give the samples to himI refused delivery of the wine on 9- [redacted] and expect a refund before I consider this matter closed In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Thank you for bringing this matter to our attention.Please note that the person who filed this dispute is not the account holder for the wine club membership they are describing, nor is the email address that they provided to the Revdex.com the same as the email address on the wine club accountAll correspondence about this wine club membership was sent to a different person with a different email addressAs the person who filed the dispute is not the account holder, the information they state is inaccurate as the Tasting Room wine club provides members with detailed information about their shipment schedule, pricing and upcoming order datesThis information is fully laid out on the online enrollment form the account holder used to self-enroll into the wine club, and our company sends upcoming shipment reminders and days prior to processing a new orderAdditionally, information about upcoming shipments is available online in each member’s account, along with the option to cancel the membership.The Tasting Room is an online (ecommerce) Wine Club that [redacted] signed up for on 05:50:PMWhen she/he signed up, she/he agreed to the “Offer Details” that every Member must agree to before their order can be submittedA copy of the enrollment form is attached as “Brozek Enrollment Form Offer Details.pdf”Note that the attached enrollment form outlines the pricing for and timeline of wine club shipmentsThis information is laid out in large format text that is easy to read and is available for review prior to entering and submitting one’s billing and shipping information to start a subscriptionPlease also note there is information on how to cancel your Tasting Room Membership also printed on this form, including the customer service phone number a member can call to cancel the accountThus, [redacted] agreed to receive shipments of wine, unless s/he cancelsThe Offer Details also explain that shipments are processed and sent whether or not a customer submits the online ratings of their tasting kitAdditionally, the follcourtesy emails sent to new customers encourage them to log into their account and rate the kit, while also stating the date of their upcoming orderThus it is clear, from enrollment on, that orders will be processed and sent whether or not a customer rates their tasting kit online, as rating is optionalPlease see " [redacted] _Enrollment Form" for a full breakdown of the Offer Details that [redacted] agreed to upon self-enrolling in the wine clubThe part related to rating--or not rating--the tasting kit state:"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 preferencesIf you do not rate your wines or cancel within days of signing up, we’ll send you bottles of customer favorites for $plus $shipping."The Tasting Room FAQ also outlines our cancellation policy; please see attachments showing the cancellation policies as stated in the Frequently Asked Questions of our websiteThis section reads:“Do I have the option to cancel at any time?Tasting Room has a hassle-free membership cancellation policyYou can cancel your membership at any time, for any reason, simply by calling member services at ###-###-####Our call center is open Mondays - Friday between a.mand p.mEastern 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 processedPlease keep in mind that orders cannot be cancelled once they are processedAny orders processed before a membership cancellation is requested will still be shipped.”Between the date of his/her enrollment (05:50:PM) and the date his/her second shipment was processed (05:10:AM), courtesy email reminders were sent to [redacted] 's registered email account ( [redacted] ) letting him/her know another shipment would be processed days from processing of their 1st orderThese courtesy emails are sent to and days prior to processing a new orderNote that while we do not guarantee receipt of courtesy reminders, it is standard practice to send these before all upcoming wine club shipmentsThe courtesy reminder emails also include information on how to contact Tasting Room's service department should she/he want to cancel his/her membership or make any changes to his/her account or update their order in any way.As the customer did not cancel the membership or make any changes to their account, their second wine club order was processed on 05:10:AM which is days after enrollment, per their membership agreementA confirmation email was sent to the customer with the order detailsA follemail was sent on which two days after their package was delivered by ***If the customer wishes to receive a refund, they can send back the complete set of unopened winesA refund is issued to the credit card on file, less the original shipping charges and any applicable tax on shipping.The returns policy is available online here: [redacted] If any further information is needed, please let us know

Revdex.com:At this time, I have not been contacted by Lot Holdings, Incregarding complaint ID [redacted] .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] The response from Tasting Room is comical as the account was cancelled and I never intend to use this terrible service againA "$10.91" credit is unacceptable and I have no problem filing a chargeback with my credit card provider and prolonging this case from being closedA refund is expected In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Thanks for bringing this matter to our attentionPlease note that the customer did not provide a name or email address registered to an account with Tasting RoomWe cannot respond to this without further information such as the name of the account holder or a valid order number

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The business has not addressed the issues I raised in my response dated To respond satisfactorily to this rebuttal, it should provide arguments to address my counterclaims, but it has not done so In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Thank you for contacting us about the need for follow up. Please note that ratings are an optional feature of wine club membership. Whether or not a customer submits the online wine ratings, as long as they remain enrolled in the wine club, they will be charged for, and sent, shipments of wine. This is explained on our website, as well as in the emails we send to new members. For reference, here is how it is stated in the publicly posted FAQs on our website: "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." All wine club members agree to our policy that processed orders cannot be canceled. We offer our members the ability to reschedule shipment dates prior to being charged for the order, which can be done online or through request to our service team. However, once an order is processed it cannot be canceled which is what occurred in this case. Once an order is processed, customers have the option to return the wine for a refund (less original shipping cost) and this is explained on our website as well: Can I cancel my order?Tasting Room has a hassle-free membership cancellation policy. You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-####. Our call center is open Mondays - Friday between 10 a.m. and 6 p.m. Eastern Time (certain holidays excluded). You may also access cancellation information at any time by clicking the Account tab and choosing the Club Management option within your online Tasting Room account. You can also log in and visit this link: [redacted] Cancelling your membership will cancel any upcoming orders that have not yet been processed. Please keep in mind that orders cannot be cancelled once they are processed. Any orders processed before a membership cancellation is requested will still be shipped.What if I refuse my shipment?If your order is undeliverable and is returned to us we will process the return and refund your card, minus any original shipping charges, and charge a $15 return shipping fee.How do I return my product?If you are unsatisfied with any wine that you received, please contact [redacted] . If you have received a shipment and would like to return it, you can send your unopened wine to [redacted] to receive a refund. Only complete, unopened shipments are accepted for returns. Please include the order number and your shipping address with the package so the return can be identified with your account. When we receive your wine, we will refund your card in full (minus any shipping charges) and notify you via email. Please let us know if any further information is needed. We appreciate the BBB's help in resolving this dispute.

We ask the Revdex.com to render a decisionWe have demonstrated that the customer explicitly authorized our business to charge their credit card for wine club orders, until they canceled their membershipWe also demonstrated that the customer did not cancel their membership until after their most recent order was processed, charged and email notification was sent.Again, to confirm, the following Offer Details were displayed on the enrollment form the customer used to self-enroll online, which the customer agreed to upon enrolling into the clubNote that the Offer Details are clear that only UPCOMING orders can be canceled or skipped"OFFER DETAILSYour 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 Profile.Just 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 price.You may cancel or skip any upcoming shipment at any time on our website or by calling ###-###-####There are no cancellation fees.Wine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your 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." Once an order is processed, we cannot guarantee an order cancellationOur website makes this very

Thanks for notifying us of this dispute. As the customer states, they did not request a membership cancellation until after their latest wine club shipment was charged and processed. Per the membership terms clearly stated in large print, not fine print, on our enrollment forms, in the FAQs on our website as well as the Terms section of our site, processed orders cannot be canceled. Here are the policies stated on our website: Feedback & ReturnsHow can I provide feedback?Can I cancel my order?What if I refuse my shipment?How do I return my product?What do I do if my product is damaged?What do I do if I don't like my wine?Can I change my shipping address?Can I recommend products for Tasting Room to offer?I'm a supplier/producer and would like to see my products offered on Tasting Room.Who can I contact about this?How can I provide feedback?We welcome your feedback! Please email [redacted] .Can I cancel my order?Tasting Room has a hassle-free membership cancellation policy. You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-####. Our call center is open Mondays - Friday between 10 a.m. and 6 p.m. Eastern Time (certain holidays excluded). You may also access cancellation information at any time by clicking the Account tab and choosing the Club Management option within your online Tasting Room account. You can also log in and visit this link: [redacted] Cancelling your membership will cancel any upcoming orders that have not yet been processed. Please keep in mind that orders cannot be cancelled once they are processed. Any orders processed before a membership cancellation is requested will still be shipped.What if I refuse my shipment?If your order is undeliverable and is returned to us we will process the return and refund your card, minus any original shipping charges, and charge a $15 return shipping fee.How do I return my product?If you are unsatisfied with any wine that you received, please contact [redacted] . If you have received a shipment and would like to return it, you can send your unopened wine to [redacted] to receive a refund. Only complete, unopened shipments are accepted for returns. Please include the order number and your shipping address with the package so the return can be identified with your account. When we receive your wine, we will refund your card in full (minus any shipping charges) and notify you via email. These policies can be viewed here: [redacted] Thanks for your time and consideration in resolving this complaint.

Thanks for alerting us to the response from the consumer.At this point, we ask the Revdex.com to render a decisionWe have demonstrated that the customer self-enrolled into the wine club and did not cancel the membership until after the disputed order was processedWe also sent the Revdex.com the enrollment forms the customer used to sign up online, which clearly explain that Tasting Room is a subscription wine club serviceThe enrollment forms also detail the pricing and shipment schedule.Additionally, customer has information needed to return the shipment for a refund.We appreciate the Revdex.com's help in resolving this issue

Thanks for alerting us to the need for a replyAs stated in our prior message, this customer had access to instructions for canceling the account either online--which can be done at any time--or over the phone, during business hours, with a Tasting Room representativeThese are the options for canceling, which are explained on our website as well as in emails sent directly to the customerThis is the same policy that all members agree to upon enrollment in our wine club.In this case, the customer did not complete their cancellation online or over the phone, during business hours, until after their next shipment was processedWe are sorry to hear there was some confusion about the policy, but it should be noted it is explained on our website--and it was sent to the customer in writing--prior to the date on which the customer's next shipment was charged

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Thanks for taking this upi don't agree with the business as they are using terms to their advantage as they do not advertise mandatory shopping on their website and on their tv adsTheir website and tv ads are completely misleadingHere is a small example which makes their response illogical.This is the extract from their mail above: 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 Profile.Just 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 $149 (a little over $per bottle), plus $shipping. Read the underline content, it says hours after you finish rating the wine they will send the first shipmentI've never rated any wines on their website and got an impression that the small tasting kit I received will be used by myself to rate the wines and then receive a shipment of wines I like, not a random sample of wines which I don't want.At this point I have the wines which I don't drink, a credit card charge of $which I have not authorized and an experience which I would not like anyone to have dealing with this business and their pathetic customer service.I don't want the wines delivered to my house selected by their so called experts and would like them to have it picked up or they can send me a return label and i'll ship it back to themI refuse to pay any shipping for delivery and for return for these bottles as they were send to me without my request and constitutes misleading the consumer.I also raised the concern regarding their poor customer service which they have not respondedThe person on the phone was very rude and almost agreed that he receives such calls on daily basis and refused to connect me to a supervisor.I once again repeat that I never intended to order any wines from this business and wants to return the shipment with no cost to me
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for bringing this matter to our attentionTo confirm, this customer's account was canceled on 11/**/and email confirmation was sent for their recordsThis means no further orders will be processed or sent unless the customer chooses to reactivate the wine club membership at a later dateOn the same day the customer canceled their club membership (11/**/2016), they requested that their second wine club shipment be canceledThey were promptly helped and refunded in full for the total of $on the same day.The tasting kit shipment, which was the first of their wine club subscription, was delivered by *** on Friday, 11/**/Normally, if a customer wishes to receive a refund they need to return the full shipment of unopened wines they receivedAccording to this customer's message to the Revdex.com, they have consumed the wines receivedIn light of this, we are unable to issue a refund and have, per our policy, issued a credit to their account that can be used toward a future purchaseThe credit totals $which is the price the customer paid for the tasting kit (to confirm, there has been no charge totaling $to their account). Our policy regarding unsatisfactory wines can be found online here: ***

Customer was fully refunded for the shipment after she refused the delivery with the carrierCustomer has been notified via email of the refundPlease note that we waived the usual restocking fee for this customer as she stated she tried to call to cancel her membership when the phones were
temporarily downPlease also note that members can also cancel their membership online at any time by logging into their account, in addition to being able to call in during our service center hours

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I believe you failed to point out the lack in my ability to cancel my subscription in a timely manor in order to prevent this from happening.I logged onto the account on October *** and changed my membership to the lowest settings possible: bottles every three months because I wasn't able to cancel online Online it states to email or call to cancel. You do not have record of me calling because no one answered the phone on the ***. I then immediately sent an email to cancel on October ***.On October *** instead of receiving an email on instructions to cancel I, at 5:11am receive an shipment confirmation of bottles, this after I changed it to bottlesIt was not until 5:26pm that I finally receive instructions to cancel, seeing the damage had been done and I was angry, I postponed doing anything until Monday. On October *** I called to have the shipment returned and they stated that a cancellation fee and restocking fee would be taken out of the refund and I said I was not okay with that. When I made this complaint, they had not offered a full refund. The full refund has been posted and I am satisfied with that.I reject this response because they are trying to put blame on me, when I was not a fault. Just apologize and move on! That is what good customer service is
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***