Tasting Room by Lot 18

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

Thanks for alerting us to this dispute.To confirm, this customer self-enrolled into our subscription wine club service agreeing to be charged for shipments of wine, on a scheduled basis, whether or not they logged into their account and submitted ratings of the wine tasting kit sent at the start of
their subscriptionNote only is this explained, in full detail, on the enrollment forms every customer uses to submit their credit card information and start a subscription, it is explained in our publicly accessible FAQs page and we send courtesy email reminders and days prior to charging customers for a new order, which clearly state the exact date on which their next shipment will be processedFurther, for new customers, we send emails urging them to rate their tasting kit within the first days in order to customize their next shipmentHowever, rating is NOT a requisite of membership and many of our club members prefer to have our sommeliers select the wines for them, which is how many wine clubs operateOur difference is that we give customers the OPTION of rating their tasting kit, along with a slew of other customization features, which they are free to utilize or not utilizeIt's up to the customer to take advantage of these features, which can be easily updated right in their online account or can be requested through our member services teamIf a customer makes no changes to their account and does not submit ratings, our sommeliers curate wine shipments featuring customer favorites and new additions to our portfolio, with a seasonal focus. Attached to this rebuttal is a copy of the enrollment for that this customer used to sign up for a club shipmentNote that the Offer Details fully explain what happens if a customer rates a tasting kit in the first days and what happens if they do not submit those ratings online in the first daysThus there is no advertisingEverything is 100% upfront and clearly stated in large-format text with the important passages bolded to make them even more easy to seeNote that these Offer Details are positioned directly to the right of the fields where the customer enters their credit card information, in the same size fontThus, if the customer is able to read the wording that allows them to enter their credit card number, expiration date and CVV security code into the correct boxes, then they are fully capable of reading the Offer Details that are DIRECTLY to the right of these same fields.The Offer Details that this customer agreed to are also included below for the Revdex.com to reviewNote that these Offer Details are 100% clear about the pricing, shipment schedule and rating process:"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."Now that we have established that this customer was fully informed of the details of their subscription plan and, by their own admission, had signed themselves up to the wine club, let's review the timeline of events related to their membership. 02/**/11:48:PM - Customer self-enrolls online, agreeing to the Offer Details outlined above including the fact that future shipments would be processed whether or not they submitted their tasting kit ratings online. 03/**/06:18:AM - Customer's second shipment is processed (note that courtesy reminder emails were sent and days prior; Tasting Room does not guarantee receipt of any email however these were sent to the same email address the customer used to later contact our business with so we can reasonably assume it's an active account they check)When the order was processed the customer was sent an email confirmation.03/**/1:** PM - Customer's second wine club order ships with *** and the tracking number is sent via email to the customer.03/**/08:14:PM - Customer logs into their account at ***03/**/08:PM - Customer contacts our company via email, for the first time ever, about their accountThey email from the same email address they registered to their account and to which all communication about the account had been sentNote that our service center closes at PM Eastern Time, which is listed on our websiteThus the customer sent their message outside of our business hours. 03/**/12:PM - Customer was sent an email from our member services department the very next day, shortly after the service center opened at a.m., and this email explained the following:"Hi *** Thank you for contacting Tasting RoomOur kit rating should be done all at one time, we do not have a way to do it in increments at this time. I see that your first order processed with some of our customer favorites and you can always let us know what you like or dislike from that order as well to refine your preferences."03/**/5:p.m- Customer's package is delivered by *** and is signed for at the customer's shipping address by "Barry" 03/**/12:PM - Customer calls the Tasting Room service centerA representative attempted to provide the customer with information about returning the wine and the customer yelled at the representative, threatening to file this Revdex.com disputeDuring the call, the representative canceled the subscription (12:PM) per request so that no further orders will be charged or sent. At this point the, the customer can simply return the wine for a refundDetails on how to do so are available on our website here: *** We appreciate the Revdex.com's help in closing this dispute as we have demonstrated the customer was fully informed of the subscription package that they self-enrolled into and that the customer did not cancel their membership with Tasting Room until the day after their second wine club shipment was deliveredTo date the customer has not returned the package

Thank you for alerting us to this dispute Summary: Customer self-enrolled into a subscription wine club service, agreeing to be charged for shipments of wine until cancellingCustomer also agreed to the wine club policy that processed orders cannot be canceledCustomer’s account was
canceled promptly upon request The customer self-enrolled into the Tasting Room wine club subscription on the date of 09/**/08:52:PM, via the InternetShortly after enrollment, a shipment of tasting wines was sent out to the customer which they had the option of rating online to customize their future wine club shipmentsPer the Offer Details the customer agreed to upon enrolling (see below), the customer had days after their enrollment date to submit their tasting kit ratings before their second wine club shipment was processedBy submitting the tasting kit ratings, the customer agreed to have a second wine club shipment processed within hoursIf the customer did not wish to be charged for this 2nd club shipment, within hours after submitting the tasting kit ratings online, they had the option of either canceling the membership (this can be done online, in the same account that the customer was logged into to submit the tasting kit ratings) or changing the date of the 2nd club shipment to a day they prefer On the date of 9/13/2016, the customer logged into their account at *** and submitted ratings, online, of the wine tasting kit they had previously receivedAs they did not schedule a different processing date or cancel the subscription, their second wine club shipment, for full-size bottles, was processed on the date of 09/**/05:12:AMPlease note that a message explaining that an order would be processed based on their ratings, within hours, was shown to the customer after they submitted their rating onlineThis ‘pop-up’ message is shown to every customer who submits tasting kit ratings online within the first days of their club membership Please also note that, while logged into their account on the date of 9/**/2016, the customer made changes to their subscription plan opting to receive bottles per shipment, instead of the bottle shipments they had originally signed up to receive from the clubThey also changed their frequency of shipments from being sent every months to every monthsThese were all self-initiated actions taken by the customer while logged into their account and show that the customer was aware that they had a wine club subscription and had chosen to receive a bottle shipment the following day (note the customer acknowledges, in their complaint text, that they were informed their next shipment would be processed after they completed their ratingThis proves they were fully informed about our business practices and that we proactively notify customers that an order is processed following a customer’s submittal of their tasting kit ratings) After the order was processed on 9/**/2016, an email notification confirming the shipment was sent to the customer Below are the Offer Details the customer agreed to upon enrolling in the wine clubPlease note these 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. “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 $149 (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.” The customer called the Tasting Room customer service department on the date of 9/**/and canceled their membershipThis means no further orders will be charged or processed unless the customer reactivates the accountAs the customer refused the delivery of their wine club shipment, with ***, they have received a refund for the value of the wine, less the original shipping feePlease note that a $return shipping fee was applied, per club policyFor reference, the policy for undeliverable/refused packages is belowIt can also be found on the FAQs section of our website“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 $return shipping fee.” We appreciate the Revdex.com's help in resolving this matterPlease let us know if any further information is required

Thank you for letting us know further action is neededWe ask that the Revdex.com review and close this complaint, per the customer's request

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]First, I did not receive a full refund from the package in addition to the dollars that they charged me initiallyBelow is a quote the business sends it's customers."If this was the third and final delivery attempt, your wine will be held at a nearby *** facility for daysDuring this time you may pick up your package with a photo IDIf, after days, your package has not been claimed it will be returned to our warehouse." There is no mention that *** may or may not hold the package for daysReading this, it is clear that *** willGiven the business is not delivering the package but are informing the customer of this procedure, either they bill *** for returning the package early (not the customer) or they clearly indicate that *** has full discretion in whether the package is held for that timeIt is not fair to give information to a customer that may be wrong, and then bill the customer when s/he makes decision on this information regardless of the terms of agreement. As a customer, I did not want the package to be returned to the company any more than they wanted to receive itI trust the information they send to be accurateThey should have either resent the package at not extra fee or give me a full reimbursement. Not punish me for what *** didIf *** isn't honoring their agreement with the business then the business should bill ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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:
I should not be charged $in shipping for wine I didn't orderI have also disputed the fall charge with my credit card companyJudging by the quality of the samples I purchased, the entire case of wine they sent was probably not worth $
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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]
I don't know where they're getting that I signed up for a membershipI never signed up for a membership or joined a club at any time, ever, in my entire lifeTheir assertion that I joined a club is completely and totally untrue.Furthermore, they claim that they told me I could refuse the shipment and have it sent back to themThat is partially trueThey did say that, but they also said that shipping the order back to them would be at *my* expenseI never ordered the shipment in the first place, so I am certainly not going to pay to ship the order back to themWhen I got the "Your order has shipped" notification (by the way, at no time did I receive any warning that an order was being prepared to ship so cancel if you don't want it, which is obviously part of their hustle), I immediately contacted them telling them to have it intercepted and brought back to them since I never ordered it and they refused to do soThat's their own fault as is everything involved in this situation.The bottom line is they continue to assert that I joined a club and agreed to have wine shipped to me, but that is completely untrue and I refuse to incur any costs for their mistake
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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:
I am disputing that my wine shipment was actually processedJust because my card was charged, the wine was not yet shipped and could have been stoppedThis would prevent the shipping charges and re stock feeThere was ample time for the business to pull that order PRIOR to shipping based on my phone request, but no effort was made to do so
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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 *** 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 onward. Considering 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 *** 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."***
***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/*/15.Thank you for your consideration

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]
The account and order have been cancelled - that IS resolvedHowever, to clarify, the cancellation instructions are a complete lie from the business and want this documented with the Revdex.com as it is a total falsityWhen you click "cancel subscription," you are given a phone # or an email address to "discuss" optionsThe email replies with "instructions" to CALl to cancelAt all points, you must pick up the phone to cancelThis was initiated immediately after the end of the tasting experience and after business hours thus no time to speak to anyone to cancel it before the orderTasting Room is a complete scam and this truth should be noted publicly as they are completely lying in the prior noteFurther, while I admit I was heated on the phone, the representative I spoke to was beyond unprofessional and not representative of a proper customer service strategyThis business should not have an A+ rating.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for bringing this to our attention. To confirm, this customer self-enrolled into a subscription wine club membership in February On the date of 2/*/2016, the customer made several changes to their account, including switching from receiving a mix of white and red wines to
receiving only red winesAnother change the customer made was to reschedule their next wine club shipment from the date of March *, to September *, According to our records, the customer made no further changes to their account after February *, and thus, their next wine club shipment was processed on the date they had selected, which was September *, 2016. When the order was processed and charged to the customer's credit card, an email confirmation was sentThis occurred on September *, The package was shipped out with *** on */**/and delivered on */**/Please note our system sends an email confirmation with the tracking number once it's ready, so in this case, an email was sent on */**/According to our records, the customer then contacted us the day after the package was delivered, on */**/and canceled their wine club subscription. A manager reached out to the customer, as requested, on */**/and explained the returns policy, offering to refund the customer once the delivered package was returnedThe manager asked that the member send proof of a return, as the package was showing as delivered and signed. On the date of */**/the customer called the service department and provided proof of returning the shipment, at which point a refund was issued. In sum: The customer's account was canceled promptly upon request and a refund was issued for the returned shipmentThe customer had selected their order processing date and the package was both charged, shipped and delivered before the customer reached out to our company, which is why we could not offer a refund until the goods were returnedAt this point, the customer will receive no further shipments as they canceled the subscription, unless the customer chooses to re-enroll at a later date. If any further information is needed, please let us knowWe are happy to help

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

Thank you for alerting us to this dispute.Summary: Customer did not cancel their membership to the wine club until days after their second order (which they are disputing) was charged and they were notified via emailThe order was returned to sender and the customer has received a
refund. The customer self-enrolled in the Tasting Room wine club subscription on the date of 7/*/At that time, a shipment of tasting wines was sent out to the customerPer 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 8/*/Email notification confirming the order was sent to the customerPlease note our system also sends advance notice of upcoming shipments, both and days prior, as a courtesyReceipt of the notifications are not guaranteed and orders will be processed whether or not customer receive the emails, but sending upcoming order notification emails is our business' standard practice. The customer's package was shipped via UPS and the customer refused the delivery with the carrier on 8/**/The package was returned to our company's fulfillment center on 8/**/and a refund, for the value of the wine plus tax was issued on 8/**/In keeping with our returns policy, a $return shipping fee was charged and the original shipping fee of $(plus tax) was not refundedAn email confirmation has been sent to the customer detailing the refundThis policy is outlined on our website in the FAQs and Terms. "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 $return shipping fee."*** The customer canceled their membership on the date of 8/**/(note: this is days after the order in question was processed and the customer had been notified by email both that they were charged and when their tracking number was available). As the customer is canceled, no further orders will be shipped or processed unless they choose to re-activate their subscription at a later date. We appreciate the Revdex.com's help in resolving this matterPlease let us know if any further information is required

Thank you for alerting us to this disputeSummary: Customer self-enrolled into a subscription wine club service, agreeing to be charged for shipments of wine until cancellingCustomer also agreed to the wine club policy that processed orders cannot be canceledCustomer’s account was canceled
promptly upon requestThe customer self-enrolled into the Tasting Room wine club subscription on the date of 09/**/2016, via the InternetShortly after enrollment, a shipment of tasting wines was sent out to the customer which they had the option of rating online to customize their future wine club shipmentsPer the Offer Details the customer agreed to upon enrolling (see below), the customer had days after their enrollment date to submit their tasting kit ratings before their second wine club shipment was processedBy submitting the tasting kit ratings, the customer agreed to have a second wine club shipment processed within hoursIf the customer did not wish to be charged for this 2nd club shipment, within hours after submitting the tasting kit ratings online, they had the option of either canceling the membership (this can be done online, in the same account that the customer was logged into to submit the tasting kit ratings) or changing the date of the 2nd club shipment to a day they preferOn the date of 9/**/2016, the customer logged into their account at *** and submitted ratings, online, of the wine tasting kit they had previously receivedAs they did not schedule a different processing date or cancel the subscription, their second wine club shipment, for full-size bottles, was processed on the date of 09/**/05:12:AMPlease note that a message explaining that an order would be processed based on their ratings, within hours, was shown to the customer after they submitted their rating onlineThis ‘pop-up’ message is shown to every customer who submits tasting kit ratings online within the first days of their club membershipAfter the order was processed on 9/**/2016, an email notification confirming the shipment was sent to the customerBelow are the Offer Details the customer agreed to upon enrolling in the wine clubPlease note these 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. “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 $149 (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.” The customer called the Tasting Room customer service department on the date of 9/**/and canceled their membershipThis means no further orders will be charged or processed unless the customer reactivates the accountThe current order is the last that will be sent out to the customer as it was processed days prior to the membership cancellationIf the customer wishes to receive a refund, they may return the packageOur returns policy is explained on our website’s Frequently Asked Questions (FAQ) sectionBelow is the relevant section: How do I return my product? If you are unsatisfied with any wine that you received, please contact ***If you have received a shipment and would like to return it, you can send your unopened wine to ** *** *** *** ** *** 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 emailWe appreciate the Revdex.com's help in resolving this matterPlease let us know if any further information is required

Thanks for bringing this matter to our attentionPlease note this customer self-enrolled into our wine club subscription serviceThe customer had not canceled their account as of submitting this dispute with the Revdex.com although our business provided instructions on how to cancel via email upon
customer's requestTo confirm, the Tasting Room has canceled the membership in response to the dispute.Customer self-enrolled on the date of 11/**/When the customer enrolled, they agreed to the following Offer Details printed in large text on the same form they used to enter their credit card info and billing addressThis information can be seen live online here as it is the same enrollment form the customer used: ***Note that it explicitly states that customers who do not submit tasting kit ratings in the first days will receive an order comprised of customer favorites, which is what happened here as the customer did not submit ratings online in the first days.Further, the Tasting Room attempts to contact members via email and days prior to an order processing dateThough receipt of emails is not guranateed; it is our standard practiceFurther, customers who have not rated their kits are sent emails specifically encouraging them to do soFurther all information about upcoming shipment dates, as well as the ability to change the date or request a cancellation of the membership, can be found online in each member's account or can be requested of our customer service team. Please note that this customer did not cancel the account or change their shipment scheduleTheir account was canceled upon receiving this disputeThe customer's first contact with our company occurred on 12/**/15--nearly hours after they were contacted that a new order had already been charged and processed on their accountThe customer then sent an email requesting cancellation info and our company promptly responded with information on how to update their account features and cancel their membershipMore than hours have passed since the customer was sent instructions via email; the customer had neither logged into their account nor canceled the membership.To confirm, we do not offer cancellations on processed ordersCustomers may cancel their membership at any time, and this will cancel upcoming ordersIt does not cancel orders that were charged and processed prior to the membership cancellationAs the customer did not cancel their membership, an order was processed per the agreement they made with our companyAt this point, the customer has the option of returning the package to receive a refund for the value of the wineDetails on our return policies are found on the publicly posted on our website's FAQs (where our cancellation policy is also found): ***If any further information is needed, please let us knowTo recap, we have included:A link to the actual enrollment page the customer used to sign themselves up.The Offer Details printed on this enrollment page explaining the frequency of shipments, rating timeline, and description of the types of wines that are sent should a customer not rate a tasting kit within the first days of membership. Confirmation that the customer's latest order was authorized and processed on schedule.Confirmation that the customer's account was canceled in response to this dispute; as the customer had not canceled it themself although they had been emailed full instructions on how to do so on 12/**/15.ACTUAL TEXT FROM THE ENROLLMENT FORM:our Wine Tasting Kit will be sent right 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 a shipment at any time on our website or by calling ###-###-####There are no cancellation fees.Wine deliveries are not contingent upon rating the wines in yourWine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your 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

Thank you for alerting us to this disputePlease find attached a screenshot of our A+ rating from the Revdex.com, taken on the Revdex.com website on Tuesday, July *, We are including this as the customer states they could not find this information on the Revdex.com site. To confirm, this customer had set up
more than subscription with our business, which is a violation of our TermsOn the date of April **, the customer called our service center and a representative did the following: #Canceled one of the accounts #Gave the customer 20% off all future shipments on the subscription the customer kept activePlease note that customer is asking for a full refund on a package they received prior to this April phone call cited aboveMeanwhile they have told our service team they did not sign for their April delivery, implying it was not received, while requesting a full refundMeanwhile at other times, they have acknowledged receiving the package, as they did in this Revdex.com complaintThey have also opened a dispute with their bank and we have been working through that channel and supplying all pertinent information showing the package was delivered (as the customer acknowledges publicly through this Revdex.com dispute, which we will also be supplying to their bank)We can confirm that *** delivered this package to their address and their Revdex.com complaint acknowledges receipt of the package as the customer states “I never signed for it, but someone who was at my home did.” Please note that an adult signature is collected, by the package carrier, for all wine deliveries in keeping with legal requirementsThere is no stipulation that the person who signs must be the person who placed the order, or the person whose name is on the shipping label, as long as the signatory is an adult over years of ageThis is a legal requirement that the package carrier is liable for, not our business, although our business does pay for this service to ensure complianceNow that we have established that the package was delivered and the customer has also acknowledged receipt of the goods, we can move forward in explaining the Satisfaction Guarantee. To confirm, our satisfaction guarantee does not state that we will issue full refunds for bottle shipments of wine that were delivered to the customer months priorWe do offer site credit for any unsatisfactory wines the customer has tried that was included in a wine club shipmentWhen a customer contacts us about an unsatisfactory wine, we do ask customers to provide the name of the wine they found unsatisfactory and some notes on what it is they did not like for our recordsIf this customer wishes to receive a site credit for an unsatisfactory wine they have tried, they can simply email or call our service team with the information specified aboveTo date, we have not received that information from this customer, who has also canceled their membership on the date of 6/**/2016.Here is the Satisfaction Guarantee explained in our publicly-posted FAQs on our websiteNote the word "refund" is not used at any point in describing this policy:What do I do if I don't like my wine?Everyone's tastes are different, and we want to make sure you only receive the wines that suit youIf for any reason you receive a wine that doesn't meet your expectations, just let us know and we’ll promptly replace it or credit you for itTo receive your replacement or credit, please contact ***To recap: The customer set up multiple accounts with our business, one of which was canceled leaving them with one active subscription which they later canceled as wellThey were given 20% off their future shipments upon calling us within a week of their last club deliveryThey claimed to our service team that they did not sign for their delivery, implying they had not received the package, while requesting a full refundThey are asking for a full refund for all bottles of delivered wines, which is not part of our satisfaction guaranteeWe are happy to issue site credits for any wine the customer has tried and does not like which can be handled via email with our service teamThey have canceled their subscription with us so no further wine club shipments will be sent for that accountWe are fully cooperating with the banking dispute they have also openedIf further information is needed, please let us know

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,
*** ***

Please see attachment. proof I requested to cancel before shipment went out I had no other options to cancel except send this email The shipment was sent over hours after the request. this is a borderline scam Had I not repeatedly complained I would have to have paid cancelation fees

Thank you for bringing this matter to our attention.To confirm, this customer self-enrolled into the Tasting Room wine club on the date of 8/**/and canceled on the date of 4/*/On the date of 9/**/2016, the customer logged into their account and changed their second wine club shipment
dateThey also changed their subscription plan from bottles to bottles.Little more than a month later, the customer logged into the account again, on 10/**/and rescheduled the date a second time, so that it would process on April *, Thus, their second wine club order was processed on 4/*/Note that our company sends courtesy emails and week prior to charging for a new order; while receipt of emails is not guaranteed and orders will be processed on the scheduled date (in this case, the date the customer chose themselves while logged into their account) this is our customary business practice. We have no record of an email requesting cancellation from this customer's registered email addressThe first direct contact we have on file, from this customer, is a phone call the customer made to our service center on the date of April *, which is days after their order was processed (and a confirmation email was sent) The package shipped on the date of 4/*/2017, at 11:AM and email was sent to the customerAfter the email was sent, the customer canceled their membership over the phone with a service representativeThis occurred at 5:PM, which is many hours after the package had been shipped and the customer notifiedAs the package had already been shipped, the order could not be canceled.The package was returned to sender on the date of 4/**/Email notification detailing the refund was sent to the customer's email address on filePer the Returns policy for undeliverable orders, a refund for the value of the wine was issued to the customer, less the original shipping feeA $return shipping fee was chargedThis policy is explained in detail in the FAQs and Terms on our websiteLinks are listed belowThe policy states: "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."In conclusion, the customer's account was promptly canceled after they contacted our business on 4/*/As their wine club order had already been processed and shipped prior to their cancellation request, they had the option to return the package to receive a refund less the original shippingA $return shipping fee was charged, per the policyAs the account is canceled no further orders will be shipped or processed unless the member re-subscribes at a later dateAgain, to confirm, we do not have a record of the customer contacting our business prior to April *, and the customer's User History shows that they have logged into their account several times to make changes, including scheduling their order date