Tasting Room by Lot 18

Thank you for notifying usTo confirm, *** *** was a member of the Tasting Room wine club from the dates of 03/**/05:57:PM and 04/**/02:14:PMIn order to be a member of the wine club, *** *** agreed to be billed and shipped wine on a regular schedule until canceling the
membershipThe Offer Details that *** *** agreed to upon self-enrolling of their own volition and free will, are stated belowWe have also attached copied of the online enrollment form *** *** used, so the Revdex.com can review the documents and see that all relevant details, including pricing and shipment schedule were included for *** to review in large and legible fontNote that these Offer Details are strategically placed DIRECTLY next to the fields *** *** used to fill out their credit card informationThus, if *** *** was able to read the fields and input the correct information including their credit card number, credit card expiration date and CVV security code, then it is fully reasonable that *** *** was also able to read the Offer Details directly next to these fieldsAs a consumer it is *** ***'s responsibility to review the Offer Details and other materials a business provides before making a purchase and/or enrolling into a subscription serviceThe attachments make it clear that Tasting Room informs all customers upfront, in a clear and accessible format, about the subscription plan.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 $shippingTo confirm, *** ***'s membership was canceled on 4/*/because that is the date that *** *** logged into their account and completed the cancellation onlineMeanwhile, the shipment which they contest was processed on 3/**/and delivered on 3/***/Note that on the date of 3/**/*** *** logged into their account with Tasting Room and submitted online ratings of the wines in their first shipment, which customized their second wine club shipmentAt the time of rating, *** *** was informed that their second order would be charged the following day and was given the option to change that date, online right in their account which they were currently logged into and using, if they wished to have that charged at a later dateThis is also covered in the above Offer Details, which *** *** agreed to upon enrollment and on the website's FAQs. As *** *** did not change the date, or cancel the membership, their 2nd wine club order was processed on 3/**/and email confirmation was sentThe order shipped later that day, at 3:p.mwith *** and another email was sent to *** ***, with the tracking numberMeanwhile, *** *** contacted Tasting Room for the first time ever, on 3/**/at 10:PM, which was hours after they had been notified that a) the order was processed and b) the order has shipped with ***It was also outside of our service hours of a.mto p.mEST Monday - Friday. A representative quickly followed up with *** the following business day of 3/**/explaining the details of his membership and that the order could not be canceled at that pointDuring the correspondence, *** *** was informed both that they could refuse the delivery with *** to have it returned or that they could ship it back to usTo date, *** has done neither and the package was delivered by *** on 3/**/2017. If *** wishes to return the package they may do so using the address listed on our website (this information was also sent via email to *** on 3/**/2017)

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:
In my original complaint I advised of the steps I have already taken to return the product wherein I was told due to federal regulations, I cannot simply take a box to a shipping company and have them ship it.Secondly, the company notes that a supervisor reached out to us as requested That is not accurateOn the call, I specifically asked for a supervisor to call me to discuss my dissatisfactionThe only contact I received was a supervisor stating the account had been closedI wrote back directly to that supervisor via email asking for a call to discuss and left my direct phone number for contact and never received a call.I acknowledge the company noting that there is point font that provides instruction on what will happen with the account, however to default to the most expensive option seems a bit odd for a company to do.I again request that the company issue me a shipping label so I can take the box and have it shipped and I again request a full refund for my shipping cost now and original shipping cost
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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: *** 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 07/**/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 7/**/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 07/**/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 7/**/The customer did not cancel the subscription until the following day of 7/**/The customer's package was delivered by *** on 7/**/and signed for by "***" 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***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 email." *** 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*** SrMember Services Manager ***
* * *** *** *** *
*** *** ** ***
*** *** ** ***
***
*** *** ** *** ***
*** *** ** *** *** ** ***
*** *** ** *** *** ** ***

We kindly ask the Revdex.com to close this case, as the person who filed the complaint has acknowledged that our business provided the consumer with the full Offer Details prior to enrollment

Thanks for bringing this matter to our attention. The customer in question was a wine club member from the date of 08/**/01:24:PM to 10/**/10:19:AMThe customer self-enrolled online agreeing to be charged and sent wine club shipments while actively enrolled as a
memberDuring the customer's membership two orders were shipped. The customer enrolled online using this link: ***Please note that the Offer Details are displayed in point type to the right of the fields were the customer entered their birth date (to verify they are over age 21) and credit card number, expiration date and security codeIt is also to the right of the field where the customer entered their password, that they later used to log into their wine club account on 10/**/The Offer Details explain the pricing and shipment schedule, and also explain that orders will be sent whether or not the customer submits ratings for the tasting kit sampler sent at the start of the subscriptionHere are the Offer Details from the enrollment page the customer used to sign up:"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." On the date of 8/**/2016, the customer's first wine club order was processed and a tracking number was created with ***The tracking number was emailed to the customer and the package was in transit by the following day of 8/**/*** attempted delivery on different days, then according to *** records, on 8/**/"The receiver arranged to pick up this package at a *** facility/ The receiver agreed to pick up the package this evening." As the package was not picked up that evening, *** continued to hold the package until the date of 9/**/2016, at which point they sent the wine back to Tasting RoomOur company received the package at our facility on 9/**/On the date of 9/**/2016, the Tasting Room issued a refund for the customer's first wine club shipment and notified the customer via email, offering to send another packagePlease note we have no record of the customer ever contacting our business directly about this package, although *** records show that the customer did request a piwith that company directly. As the customer's wine club subscription was still active, our system continued to send courtesy email reminders to the customer letting them know their next order would be processed on 9/**/2016, which was days after their enrollment (exactly as the Offer Details on their enrollment form explain would occur)On the date of 9/**/2016, the customer's second wine club order was processed and an email was sent to the account holder on that date, with the order detailsThe *** tracking number was emailed to the customer later that day, on 9/**/and the package was in transit by 9/**/2016. According to ***, they made delivery attempts when the receiver was unavailableOn the third delivery attempt, which occurred on 9/**/2016, *** delivered the wine and obtained a delivery signature. On the date of 10/*/2016, our system shows that the customer logged into their account onlineNo actions were taken to change any details about the account or to cancel the membership at that time. days later, on the date of 10/*/2016, a person identifying themselves as the partner of the account holder called and canceled the subscriptionPer request, a supervisor reached out--within the hour--to the account holder's email address, with information about the wine club's cancellation and return policies. As of the current date, the customer's account is canceled so no further orders will be processed or shippedThe account holder has been sent information on how to return the shipment, which can be found on our website here: ***If the customer returns the package, we can issue a refund for the wine, less the original shipping fee. 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:
Completely falseI did not receive any emails days or days prior that they would be shipping an orderOn the initial sign up it says to send a response with what wines we like to START receiving shipments of wineI never sent any information back or filled out a profile, "selecting my wines"These are deceptive practices and they know exactly what they are doingThe ONLY emails I received that my items were shipped was on the *** of November which were the wine samples and an email the *** of December of for this order. I did not receive an email on how to cancel, if you go to the page it says to cancel your membership to send an email to the company or to call during business hoursI emailed on the *** of December at 9:AM requesting cancellation and they cancelled my membership on the *** of December. I will not accept the shipment as it states someone over has to sign for it and I would like to know when they will process the refund of $to my account.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thanks for notifying us about this dispute.To confirm, this customer's wine club subscription is canceled and no further orders will be sent or shippedThe Tasting Room accepts membership cancellations ways:#Over the phone with a Tasting Room representative Monday through Friday, a.mto
p.mEST (certain holidays excluded) #Online through the customer's account on our websiteInstructions on how to do so are available via email from our customer service team. Customers who send emails requesting cancellation are promptly sent full instructions how to complete a cancellation through the options listed above, as occurred with this customer on 9/**/at 8:PM ESTThis customer did not cancel the membership online or over the phone after the email with instructions was sent (this info is also listed on our website) and their next shipment was processed on the date of 10/**/ Please note this customer had called the Tasting Room customer service team in August *** and had rescheduled their September shipment to be processed in OctoberAdditionally, our company sends upcoming shipment reminder emails to customers and days prior to an order dateWhile we don't guarantee receipt of emails, in this instance, we have been sending messages to the same email address that the customer uses to correspond with our customer service departmentTo date, we have not received any failed message notificationsThus, it appears our emails have been received, including the upcoming shipment reminders. Upcoming shipment dates are also listed in each member's account alongside online features that allow you to schedule the date your next order will be processedMembers can push their next shipment date up to year into the futureMembers can also request that an order ship earlier than scheduled.The customer's membership was canceled on 10/**/01:28:PM., after their latest club order was processed and they were notified via emailThe membership cancellation cancels all future orders. To confirm, membership cancellations work on a go-forward basisMembers will continue to receive shipments until their subscription is canceled either online or over the phone with a Tasting Room service representativeCanceling a membership to the Tasting Room wine club will cancel any upcoming orders that have yet to be processedMembership cancellations do not retroactively cancel past orders and the Tasting Room does not offer cancellations for orders processed prior to a membership termination request. For further information about the Tasting Room's policies on order cancellations and returns, please visit our FAQs: ***The customer was helped by two customer service representatives between 10/** - 10/** and was also contacted by a manager on 10/**/As the customer's package was returned to sender, on 10/**/2016, a refund for the value of the wine and tax, less the original shipping fee, has been issued back to the customer's credit cardA $return shipping was also applied on the date of 10/**/The customer has been notified via email. If any 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 have determined that my complaint has NOT been resolved because:
Whereas it is true that I missed the fine print, I did call to cancel the shipment when I saw that my credit card was being chargedThe merchant refused to cancel stating it was 'in processing', when in fact later that day I received a statement that the wine was shipped several hours AFTER my request to cancelYes, they can claim "letter of the law" but we both know that they could have reached out and stopped that processing and saved me the inconvenience of returning it AND charging for shipping AND re charging the $restocking fee
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:
They can keep saying this every time There is no confusion they purposely responded to my message in an email Stating that they received my message If they responded with a phone call to my phone call they would have been forced to cancel the shipment Instead they purposely tried to mislead me into believing that the shipment was canceledIf I hadn't received any communication back from their company I would have called them again until I talked to someone Since this happened o did an Internet search of this company and have found many similar complaints This isn't an isolated incident This seems to be standard operating procedure This is not how better business works They are wrong, I would like reimbursement for my return shipping and a restocking fee Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thanks for bringing this to our attention.To confirm, this customer was a member of the Tasting Room wine club between the dates of 10/**/05:59:PM and 10/26/12:02:PMThe customer self-enrolled online using this
link: *** Before submitting his/her billing information, the customer had the opportunity to review the Offer Details which explain that the Tasting Room is a subscription wine club service and that shipments would be sent automatically as long as the customer was actively enrolledThe Offer Details, which are in large format, pt text on the page, directly to the right of the fields where the customer entered his/her billing name and credit card details, state the following: "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 $(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." On the date of 10/**/2016, the customer logged into their account at *** and submitted ratings of the wine sampler kit sent at the start of the subscription, as described in the Offer Details aboveAfter submitting the ratinsgs, the customer was shown a message stating that an order would be processed withino hours and provided with a link to use should they want to change the date their card would be charged for the next orderPlease note the customer could have canceled the membership online, immediately after rating, or re-scheduled their order processing date prior so their card would not be charged on 10/**/As the customer did not take either of these actions, they were charged for a second wine club order on 10/**/2016, as promised, and a confirmation email was sent to their registered email address. When the package shipped with ***, the customer was sent a second email with their tracking numberThis occurred on 10/**/2016. Our first record of contact, from the customer, occurred several days later, on 10/**/2016, when the order was in transit with ***The customer called the wine club service team and their membership was canceledThe representative helping the customer explained that the order was in transit and that the customer could return the package to receive a refund for the value of the wineThe customer stated they would report our business to the Revdex.com and the representative helping the customer simply stated that we have an A+ rating with the Bureau..The customer then requested that a supervisor contact them, which occurred on the same day of 10/**/The customer was provided, again, with information on the Tasting Room cancellation and returns policies, by the supervisorWe do not have record of any additional contact from the customer after the supervisor reached out on 10/**/2016, as requested. According to ***, the customer refused delivery of the package on 10/**/and the package was returned to sender on 11/*/A refund, for the value of the wine has been issued, less the original shippingPlease note a $return shipping fee was appliedThis occurred on 11/*/and email confirmation was sent to the customer.At this point, the customer has canceled their membership, returned their package and a refund was issued for the returned orderNo further orders will be processed or shipped unless the customer reactivates their membership at a later dateIf the Revdex.com needs any further information, 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:
This response is such a jokePlease see my attached file which shows the company I am dealing with, Tasting RoomThere might be an A+ rating for its parent company but Tasting Room has no accreditation per reps claimSecondly, please provide proof *** *** signed for a package when deliveredWhen someone answers the door, the item isn't for them, they do not know what the item is and they sign doesn't mean the same as the person who knows a package was sent without their consent and wants to refuse as they never were aware a package was going to be automatically sent, which I have maintained from day oneAt no point did I dispute the claim a package was RECIEVEDMy claim was that if the signature was required by the person who ordered, and proof of ID was required because in fact it is alcohol, then I would have never signed and had item shipped backOn top of that I never placed an order, but was forced a package of wines I never wantedI understand your Terms and conditions state you automatically ship, but how many people read all the terms and conditions on every website they visitI'd like to think a company who advertises 100% satisfaction on the radio means in all scenarios and wouldn't rely on such tricks to steal moneyThis seems like a very shady business practice and one that begs of desperationThird of all, it says credit which can be interrupted as refundWhen I am offered a credit to my bank, credit cards, purchases I've made, it means I am given back money in the form of how I paid.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thanks for bringing this to our attention.To confirm, this customer self-enrolled into a subscription wine club membership, agreeing to be charged and sent shipments of wine until cancelling their membership online, through their account, or over the phone during business hours with a Tasting Room
representativeThe customer enrolled on May **, 20**On the date of 6/**/20**, the customer logged into their account, submitting online ratings of the wine tasting kit they received at the start of the subscriptionPlease note that all customers are fully informed that by submitting the online ratings within their first days of membership, they will be charged for their second club shipment within hours of submitting the online ratingsCustomers can easily reschedule the processing date, however, as that option is available in each member's accountThus, if this member did not want to be charged for their next shipment on the date of 6/*/20**, they had the option to reschedule that date--for up to year into the future--available in the same online account they were logged into while submitting the online ratingsCustomers can also cancel their membership either online, at any time, or over the phone with a Tasting Room representative during business hours. To cancel online, customers simply need to request cancellation instructions via email and complete the cancellation using the web link provided in the instructionsSending an email does not cancel a subscriptionTo confirm, this customer requested cancellation instructions via email on 6/*/20** at 11:P.Mand our automated response system sent an email with full instructions on completing the cancellation back to this customer in the same minute, of 11:P.MThe customer did not cancel the membership online, however and their next order was processed the following day of 6/*/20**Email confirmation was sent to the customer when the order was processed; an additional email notification was sent the day the package shipped to the customer, on 6/**/20**The package was delivered days later on 6/**/20**, according to ***. We can confirm that the customer did contact our company, via the phone during business hours and canceled their membership on 6/**/20**This means no further orders will be processed or shipped unless the customer reactivates their membership at a later date.If the customer wishes to receive a refund for the wines that were delivered on 6/**/20**, the customer can return those to our businessReturn instructions are available on our website in the FAQs (here: ***)Upon receiving the return, a refund is issued for the value of the wine, less the original shipping fee, and the customer is notified via email. Please let us know if any further information is neededWe appreciate the Revdex.com's help in resolving this issue

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]

Thanks for bringing this matter to our attention. To confirm, the customer was informed s/he was joining a wine club subscription service. The pricing and shipment schedule are printed, in detail, right next to the fields where customers enter their age and billing information on our enrollment...

form. In fact, you can see this live online here: [redacted]Here is the text printed on the form this customer used to self-enroll in our wine club. Note that it clearly explains that shipments are processed 30 days after enrollment if the customer does not rate their tasting kit, which this customer did not do:OFFER DETAILSYour Wine Tasting Kit will be sent right away. It will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine Profile.Just 24 hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (12 full-size, 750ml bottles) for only $149 (a little over $12 per bottle), plus $19.99 shipping. That's up to 40% off the retail price! You'll receive a new case of wine, each bottle selected based on your profile, every other month thereafter. You'll always pay the same low price.You may cancel or skip a shipment at any time on our website or by calling ###-###-####. There are no cancellation fees.Wine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferences. If you do not rate your wines or cancel within 30 days of signing up, we’ll send you 12 bottles of customer favorites for $149 plus $19.99 shipping. In conclusion, all of the information the customer says we did not provide was provided before s/he even had a chance to fill out their credit card information and request a membership with our wine club. As the customer did not cancel their membership in the first 30 days, another shipment was processed per the agreement they made with our company. If the customer wishes to receive a refund for the value of the wine, they may return the package. Information on our return policies is publicly posted on our website here: [redacted]

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]

Thank you for alerting us to this dispute.  In summary: The customer self-enrolled into a subscription wine club service, agreeing to be charged for shipments of wine until canceling the membership. The customer's shipment was returned-to-sender and they were issued a refund, for the value...

of the wine plus shipping, per the Tasting Room returns policy.  On the date of 06/**/2016 03:38:47 PM, the customer used an online membership form to self-enroll into the Tasting Room wine club. The customer agreed to the Offer Details below, which specifically state the frequency, timing and pricing of future shipments. Thus, the customer was informed, prior to submitting their shipping and billing information that they were enrolling into a subscription wine club service and that their second wine club shipment (which they are disputing) would be processed 30 days from enrollment unless they canceled the account or made a change affecting the processing date.  A copy of the Offer Details, as they appear on the enrollment page, are attached for review. Note that these Offer Details are displayed clearly and to the right of the fields where customers enter their credit card information and password for the new wine club online account.  The Offer Details state:"Your Wine Tasting Kit will be sent right away. It will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine Profile.Just 24 hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (12 full-size, 750ml bottles) for only $149 (a little over $12 per bottle), plus $19.99 shipping. That's up to 40% off the retail price! You'll receive a new case of wine, each bottle selected based on your profile, every other month thereafter. You'll always pay the same low price.You may cancel or skip 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 preferences. If you do not rate your wines or cancel within 30 days of signing up, we’ll send you 12 bottles of customer favorites for $149 plus $19.99 shipping."The customer did not cancel their account within the first 30 days, nor did they change the date of their upcoming shipment (which can be done online or through customer service). Per their agreement with Tasting Room, their second wine club shipment was processed on 07/**/2016 05:31:13 AM and email notification was sent to the customer.  Please note that Tasting Room attempts to reach all customers via email with courtesy reminders about upcoming shipments. These are sent both 14 and 7 days prior to the next order processing date. While we cannot guarantee that emails will be received or read by customers, this is our standard practice. So, in addition to being informed of the timeline for order processing in the Offer Details on the enrollment form, customers receive multiple courtesy email reminders and can also find this information, online, in their account at [redacted]. After receiving the email notification that the order had been processed, the customer contacted the Tasting Room customer service department and canceled the membership. As the customer notes in their text, they were informed that processed orders cannot be canceled and that they could return the shipment to receive a refund for the wine (less original shipping) and a $15 return shipping fee would apply. This policy is explained on our website, in the FAQs and the Terms. Here is the policy, as it is shown on our publicly accessible Frequently Asked Questions:"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."The customer refused the shipment with [redacted] and the package was subsequently returned to our fulfillment center. A refund for the value of the wine, less shipping, was processed on 8/**/2016 and a $15 return shipping fee was charged, per the Returns policy. The customer was notified via email when the refund was issued.  Please also note that our FAQs and Terms are clear that processed orders cannot be canceled. This is the policy as it's stated in the FAQs:"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." At this point, the customer's account has been canceled and a refund was issued for the returned shipment. No further orders will be charged or processed unless the customer reactivates the membership at a later date. As we have demonstrated, the customer was fully informed of the Offer Details prior to enrollment and our website states our policies regarding order cancellations and return shipments.  If any further information is needed, please let us know.

Thanks for bringing this issue to our attention.To confirm, the customer self-enrolled into a subscription wine club service and authorized our company to automatically charge his/her credit card for wine club shipments as long as the membership was active. In fact, here are the Offer Details as...

stated on the online enrollment form the customer used to sign themselves up: "Your Wine Tasting Kit will be sent right away. It will include simple instructions on how to rate the wines included in the kit and receive your FREE Wine Profile.Just 24 hours after you finish rating the wines and receive your profile, we’ll send your first shipment of wine (12 full-size, 750ml bottles) for only $149 (a little over $12 per bottle), plus $19.99 shipping. That's up to 40% off the retail price! You'll receive a new case of wine, each bottle selected based on your profile, every other month thereafter. You'll always pay the same low price.You may cancel or skip a shipment at any time on our website or by calling ###-###-####. There are no cancellation fees.Wine deliveries are not contingent upon rating the wines in yourWine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferences. If you do not rate your wines or cancel within 30 days of signing up, we’ll send you 12 bottles of customer favorites for $149 plus $19.99 shipping."Please note that these Offer Details state the following:The pricingThe schedule of shipmentsInstructions on how to cancel a membership Thus, the customer was fully informed PRIOR to submitting their billing information and initial payment, exactly how the club works, when shipments would be charged, the pricing for shipments and how to cancel a membership. If the customer did not agree to these terms, they simply could have not enrolled as all relevant details were presented prior to submission. A copy of the enrollment page is attached for the Revdex.com review. The details can be viewed live online here: [redacted]This customer enrolled on the date of 12[redacted]/15. On 1/**/2016 our business sent the customer a notification that they would be charged for another shipment in 7 days, on the date of 1/**/2016. On the date of 1/**/2016, 2 days after receiving the upcoming shipment notification, the customer responded directly to the email about the upcoming order stating they wanted to cancel. It was unclear whether the member wished to cancel the upcoming order or their account entirely. Members wishing to cancel their account can do so online or over the phone. as is noted on our enrollment materials and website. In response, a service representative cancelled the customer's upcoming order, which had been scheduled for 1/**/2016. The service representative emailed the customer back to confirm the order cancellation as well as providing detailed instructions on how to cancel the account over the phone or online. This is what the resply from our service team explicitly stated:"Thanks for your message! Your order for January has been canceled and your next order is scheduled to be processed on 3/**. Sometimes when our members email us to cancel their accounts, it’s because they weren't aware of the options available to them. Do you want to cancel because: You're getting too much wine? You can adjust the amount of wine you receive on your Club Management page: [redacted]You’re getting too much red, too much white or you want to mix things up? You can also change this on your Club Management page: [redacted]You want your shipments to come more or less often? You guessed it -- just visit -- your Club Management page: [redacted]Although it happens rarely, some members feel like they aren’t getting wines that fit their personal tastes closely enough. Just give us a call at ###-###-####, and one of our wine-obsessed Member Services reps will discuss with you the types of wines you prefer and the ones you don’t. We'll adjust your profile and try to get things right on your next shipment. In the unlikely event that you still want to cancel your subscription, you may do so by calling ###-###-#### on weekdays between 10am and 6pm Eastern Time (certain holidays excluded). You may also visit https://www.tastingroom.com/account/cancel and follow the cancellation instructions. Many thanks, Tasting Room"The customer did not cancel their account online or over the phone until the afternoon of 3/**/2016. At that point, their second wine club shipment had already been charged, processed and they were notified via email. This is the same exact date that the customer was informed, via email, both by our service representative in January and by our automated courtesy email system that sends reminders 14 and 7 days in advance of a processing date. The customer's shipment was subsequently returned to our fulfillment center and refund, for the value of the wine was processed on 4/*/2016. This is in keeping with our policy on undeliverable shipments, which 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 $15 return shipping fee."This is publicly available on our website's Frequently Asked Questions (FAQ) and in the Terms.Links to both are below:[redacted] In conclusion, the customer self-enrolled is a subscription wine club service agreeing to receive automatically charged shipments on a explicitly stated schedule. As we have demonstrated, the customer was notified via email of the dates on which they would be charged for new shipments. This information was also available online in their account. The customer was also sent full instructions on how to cancel their membership, if they desired, prior to being charged for further shipments. Again, this information was also available online, on our website. The customer did not cancel their membership until after being charged for their second wine club order, the date of which had been sent to them via email, as well as available in their online account. The account is now canceled and no further orders will be charged or processed unless the customer reactivates the membership at a later date. Meanwhile, the customer's package was subsequently returned and they have been refunded properly per our policy on returned packages.  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:

[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 shipment. I 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 relations. Why would I agree to take 12 full bottles of wine that I never tasted or rated. My so called profile was 3-4 questions regarding things like how I drink my coffee or what type of fruit I like. In all honesty I was ordering the samples to give to my older son who is more of a wine drinker than myself. Since he lives in Manhattan and I live in New Jersey I hadn't been able to give the samples to him. I refused delivery of the wine on 9-** 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]

Revdex.com:At this time, I have not been contacted by Lot 18 Holdings, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

When the customer enrolled they agreed to our returns policy. To clarify, the customer is not charged $35 for "wine" they did not receive. The customer is responsible for the initial shipping cost on any undeliverable package (in this case that is $19.99 plus applicable tax) and a $15 return shipping fee, which is charged separately. Customers who wish to avoid the return shipping fee have the option of returning the wine by purchasing their own shipping label. In that case they would receive a refund less the original shipping and the $15 return shipping fee is waived.