Tasting Room by Lot 18

Thank you for bringing this matter to our attention. Please see attachment showing the online enrollment offer the customer used to self-enroll in the [redacted] wine club. Full offer details are provided on the enrollment page. The details are also explained below.To confirm, the customer...

self-enrolled herself into our wine club and explicitly authorized our business to charge her credit card for wine club shipments until she canceled her membership. In total, she received two wine club shipments before canceling her membership. The order in question is the second of these shipments. It was processed on the day that had been promised to the customer--the date of which was available in her online account on the [redacted] website--and was in transit to her shipping address when she first reached out to our company to request a refund. Please note that the customer's first ever contact came via an email with the timestamp of 6/**/2015 11:23 p.m. This is outside our normal service hours, which are 10 a.m. to 6 p.m. EST on weekdays. Meanwhile, [redacted] had already scheduled delivery of her package for the following day. Thus, it was impossible to cancel the shipment, at the time the customer requested, as it had been in transit for several days and was delivered the following afternoon at 12:22 p.m.The customer has been helped by 2 customer service representatives, the manager of Member Services and the [redacted] of our company. The customer has been provided with a live link to the enrollment materials she used to sign herself up online for a membership. These materials clearly state that [redacted] is a wine club and members will receive shipments until canceling their subscription. The materials are also clear that by submitting payment for the initial club shipment, the customer is authorizing [redacted] to continue charging the card on file until the member cancels the subscription. Thus, the second wine club shipment the customer contests was authorized by her because she self-enrolled into the club and did not request a subscription cancellation until after the order was processed, shipped and scheduled for delivery with the carrier. If the customer did not wish to receive this package, she had the option of refusing the delivery with the carrier. If that had occurred the customer would have received a refund for the value of the wines. As the package was accepted via adult signature, the customer now has the option of returning the wines to receive a refund. Instructions on how to return the wine have been sent to the customer, via email, by three different representatives of our company. This information is also available on our website in the FAQs and Terms sections. To confirm, the enrollment form this customer used to sign herself up for a wine club membership clearly states the following:"Wine deliveries are not contingent upon rating the wines in your Wine Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your 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". This information is located here:  [redacted] [redacted]Please note this text is located directly across from the credit card entry form where the customer input her billing information to complete the enrollment.[redacted]The exact language from the Offer Details listed on the enrollment offer are below:"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, 2 months after we send your first case. All shipments thereafter are sent every 3 months. You'll always pay the same low price. You may cancel or skip a shipment at any time on our website or by calling [redacted]. 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, we are happy to offer a refund for the value of the wines if the customer returns all of the wines she received. Again, the customer has been sent instructions on how to return the shipment and can also find this information listed publicly on our website in several places. Until the wine is returned, we are unable to offer a refund as the order was authorized by the cardholder upon enrollment. Further, it was processed, shipped and delivered prior to her membership cancellation. Thank you for your consideration.

Thanks for alerting us to the need for follow up. We're sorry to hear the customer had trouble canceling their subscription. To confirm, memberships can be canceled online or over the phone during business hours. The account is now canceled and the customer received a full refund for the processed order. We kindly request the Revdex.com review our prior message demonstrating this. If any further information is needed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 The company is mistaken in what they said was offered and my reply. I replied on November [redacted] with an email stating "I am happy to have the order reshipped but if [redacted] will deliver Tuesday through Thursday, I am in class so them holding it was really key. " That email was NOT replied to and when I followed-up with the seller on November *, about why they didn't reply their response was "I apologize for the lack of response but we had already explained our procedure to you and there was nothing further that I could offer you as an explanation."
It was not that I didn't accept to have it reshipped assuming shipping charges were waived, it was they chose not to. I canceled m account after I received their reply on November * saying that they didn't feel the need to reply because I found that to be incredibly poor customer service.  Please not they did not refund the 15 dollars yet, and I do believe they should refund the 19.99.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are happy to issue a call tag in this instance. The customer can reach out to [redacted] to arrange. Only complete, unopened shipments are accepted for returns. Upon receiving the returned package, we will refund the customer's card in full (minus any shipping charges) and send email notification, per the returns policy outlined on our website here: [redacted] Please note customers are not automatically enrolled into a program. Customers self-enroll into a subscription after having the opportunity to review the pricing and shipment schedule listed on each online enrollment form. Customers can also change the number of bottles they receive, the frequency in which shipments are sent, and they can choose the specific date their upcoming shipment will be processed and sent. These features are readily available in each customer's online account.

Thank you for bringing this matter to our attention. Please see the attachment "[redacted] User History" as it shows all the changes that the customer made to his account. Please note that the customer canceled his account online after his most recent wine club order was processed and on the...

date of 10/**/17 the order was canceled and refunded to his card. Thus there is nothing to dispute. Nonetheless, the account the customer gave of his actions is inaccurate and we have provided documentation proving what occurred. Tasting Room is a subscription wine club service which the customer self-enrolled into on the date of 10/*/2017. All members agree to be charged for wine club shipments until canceling. Members also agree to the policy that processed orders cannot be canceled. Customers can cancel their membership online, in their account, or over the phone with a Tasting Room member services representative during our listed business hours of Monday - Friday 10 a.m. to 6 p.m. EST, certain holidays excluded. If you refer to the User History document, you can see that on the date of 10/*/17 [redacted] subscribed to the wine club. The log then shows that on 10/**, [redacted] logged into the account and changed his subscription type (to white wine only). He also submitted his online ratings of the wines he received in his first shipment, which is a tasting kit featuring 6 wine samples of 50 mL each. Per the membership terms, when a customer rates their tasting kit within the first 30 days of membership, their next shipment will process within 24 hours unless the customer reschedules the date (feature available online) or cancels the membership. This information is displayed to all customers who complete the rating online. As [redacted] did not take either of these actions, his second wine club shipment was processed the following day of 10/**/2017 and email confirmation was sent to the customer. At that point, as can be see in the User History file, [redacted] logged into the account again made a series of changes such as choosing to receive 2 bottles rather than 12 bottles for future shipments, and choosing to have those shipments sent every 3 months rather than every 2 months. The customer did not cancel their wine club membership until the date of 10/**/2017, which was 2 days after their order was processed and he had been notified via email and had logged into his account to make updates. As can be see in the Order History file, on 10/**/2017 at 2:15 PM EST, the customer logged into his account and visited the online feature to cancel the membership (See Event labeled: Start_Cancel_Flow). At 2:16 p.m., [redacted] had successfully canceled the account online and the confirmation is listed under the Event "Cancelled."Meanwhile, the customer's first ever contact with our customer occurred on the date of 10/**/2017 at the time of 1:18 p.m. The customer had replied directly to the email confirmation, sent on 10/**/16 at 5:11 a.m. There is no record of a phone call with a represenattive or email prior to this date. Thus the customer did not request cancellation from our company, nor do the records indicate they tried to cancel online, prior to 5:11 a.m. on 10/**/16 when their order was processed.As stated above, the customer's order was canceled out of good faith, though we have a stated policy that orders are not canceled after processing. This policy exists because we cannot guarantee cancellations of processed orders; our shipping turnaround can be quite fast making such a guarantee impossible. The customer was then fully refunded on 10/**/2017 at 3:34 p.m. Please see the attachment labeled "[redacted] Order [redacted] Showing Refund" for proof. In conclusion, we have proven that the customer was able to quickly cancel their account online using the feature our company makes available to wine club members. We have also proven that their order was canceled and refunded in a timely fashion. We have demonstrated that the customer did not request a membership cancellation our business prior to being charged for their second order. We have also shown that we went above and beyond in canceling the shipment, to refund the customer in full, despite the stated policy regarding order cancellations which can be read on our website's FAQs here: [redacted] We appreciate the Revdex.com's help in closing this dispute quickly. Please let us know if any further information is needed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This company hasn't even addressed my main reason for filing the complaint.  They owe me a credit to my charge card because their credit is incorrect.  On 4/* they charged the wine shipment of $89.98.  On 4/** I was charged $15 for the refused shipment fee.  On 4/**, I was credited $79.99.  Since a separate charge was done for the returned wine fee, I should have received a refund of $89.98, not $79.99.  I do not appreciate being told that I did not email.  I have copies of the emails sent and even have one email response from Tasting Room stating that a representative would respond.  I've noticed with complaints that this company seems to not receive many email requests.  I'm extremely annoyed at the implication that I never contacted them until the phone conversation with their representative and that they were more concerned with the fact that I moved the wine shipment dates a few times than the fact that they didn't refund me correctly.  A company worth anything would be far more concerned that they erred in their refund amount and would be apologizing or at least offering an explanation as to why they should be keeping an additional nearly $10.  I do think they should be refunding me the $15 restocking fee because I did try and cancel it prior to calling (I only did that when I didnt hear back from them a second time by email) but can see that a company like this lacks any customer service skills to even bother attempting that here.  I'll settle for the difference in the credit amount.  Should this company choose to still not refund me, I will take it up with my credit issuer and will be submitting the emails to them.  I would've been happy to submit them here, but I do not know how to save the emails. I can only print them.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Again I cancelled Feb [redacted], 2016 and again no one contacted me. I did all of the contacting. Blatant lies.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for contacting us about the need for follow up.  Please note that ratings are an optional feature of wine club membership. Whether or not a customer submits the online wine ratings, as long as they remain enrolled in the wine club, they will be charged for, and sent, shipments of wine. This is explained on our website, as well as in the emails we send to new members. For reference, here is how it is stated in the publicly posted FAQs on our website: "What if I don't rate the wine samplers you send me?You really should. And we'll email you several times, reminding you to make the time for it. If you haven't logged in to rate the wines in your kit 30 days from when you placed the order, our wine curators will simply select a range of wines for your first shipment of regular-size bottles. Of course, you can rate those wines after you receive them, and you can also log in and rate the wines in your kit – do this at any time that suits you. You're not required to rate any of the wines we send you. But doing so enables us to refine our selections according to your feedback. And that's really why we get out of bed every morning, so please do rate the wines in your kit at the very least. It'll make you a happier wine drinker, too." All wine club members agree to our policy that processed orders cannot be canceled. We offer our members the ability to reschedule shipment dates prior to being charged for the order, which can be done online or through request to our service team. However, once an order is processed it cannot be canceled which is what occurred in this case. Once an order is processed, customers have the option to return the wine for a refund (less original shipping cost) and this is explained on our website as well: Can I cancel my order?Tasting Room has a hassle-free membership cancellation policy. You can cancel your membership at any time, for any reason, simply by calling member services at ###-###-####. Our call center is open Mondays - Friday between 10 a.m. and 6 p.m. Eastern Time (certain holidays excluded). You may also access cancellation information at any time by clicking the Account tab and choosing the Club Management option within your online Tasting Room account. You can also log in and visit this link: [redacted]Cancelling your membership will cancel any upcoming orders that have not yet been processed. Please keep in mind that orders cannot be cancelled once they are processed. Any orders processed before a membership cancellation is requested will still be shipped.What if I refuse my shipment?If your order is undeliverable and is returned to us we will process the return and refund your card, minus any original shipping charges, and charge a $15 return shipping fee.How do I return my product?If you are unsatisfied with any wine that you received, please contact [redacted]. If you have received a shipment and would like to return it, you can send your unopened wine to [redacted] to receive a refund. Only complete, unopened shipments are accepted for returns. Please include the order number and your shipping address with the package so the return can be identified with your account. When we receive your wine, we will refund your card in full (minus any shipping charges) and notify you via email.  Please let us know if any further information is needed. We appreciate the Revdex.com's help in resolving this dispute.

Thank you for this message. To confirm, our website and enrollment materials clearly state that club members will be charged for and sent wine, whether or not they rate the tasting kit. It is also clearly stated that customers have 30 days, after enrollment, to rate the tasting kit prior to being charged for their 2nd wine club shipment, if they do not change that order date or cancel the membership. Members who do not rate in the first 30 days will be sent a case of wine picked out by our company. Members who DO rate their tasting kits in the first 30 days will have their 2nd wine club shipment processed soon thereafter, typically the following morning, unless they change the processing date or cancel the membership.  More information about this is publicly viewable on our website here: [redacted]How often will I receive wine shipments?After rating your kit, unless you cancel, you’ll receive your first shipment of wine. Your first shipment will be processed as quickly as possible after you rate your kit – typically the following day. If after 30 days you have not rated the wines in your Tasting Kit, we will automatically send a selection of 12 customer favorites for your first shipment. You’ll receive a new case of wine 2 months after we send your first case. All shipments thereafter are sent every 2 months. You can modify your shipping dates at any time via our website or by contacting Member Services. There are no forms to fill out, phone calls to make or emails to send. The wine comes to you automatically, unless you call to cancel.[redacted]What if I don't rate the wine samplers you send me?You really should. And we'll email you several times, reminding you to make the time for it. If you haven't logged in to rate the wines in your kit 30 days from when you placed the order, our wine curators will simply select a range of wines for your first shipment of regular-size bottles. Of course, you can rate those wines after you receive them, and you can also log in and rate the wines in your kit – do this at any time that suits you. You're not required to rate any of the wines we send you. But doing so enables us to refine our selections according to your feedback. And that's really why we get out of bed every morning, so please do rate the wines in your kit at the very least. It'll make you a happier wine drinker, too.

Thanks for notifying us. The facts are below.Customer did not redeem a voucher for a free tasting kit. Customer paid $10.75 for a wine sampler, which is the start of a wine club subscription with our business. Thus, the customer entered a credit card, billing and shipping information. The customer...

was charged upon enrollment. The customer also agreed to the following "Offer Details" which are displayed in large text to the right of the fields the customer used to type in their credit card details and account password: "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.After rating your kit, unless you cancel, you’ll receive your first shipment of wine (** full-size, 750ml bottles) for only $149.00 (a little over $** per bottle), plus $19.99 shipping. That’s up to 37% off the retail price!Your first shipment will be processed as soon as possible after rating your kit – typically the following day. If after 30 days you have not rated the wines in your Tasting Kit, we will automatically send a selection of ** customer favorites for your first shipment.You’ll receive a new case of wine, each bottle selected based on your profile, 2 months after we send your first case. All shipments thereafter are sent every 2 months. You can modify your shipment dates or cancel at any time, with no fees or penalties.Wine deliveries are not contingent upon rating the wines in your Tasting Kit, but we encourage you to rate them to ensure we send you wines that best match your preferences. See our Terms & Conditions and Privacy Policy."Please see attachments detailing the pages of the enrollment form the customer used to sign up for a subscription wine club shipment online. This is the exact same enrollment for this customer used on the date of 1/**/2016.  To confirm, the customer was sent and received the tasting kit shipment via [redacted]. The package was out for delivery starting 1/**/16; due to missed delivery attempts it was finally picked up by the customer on 1/**/2016 according to [redacted] records.  Customer had 30 days from the date of enrollment to do the following:1. Rate their tasting kit online2. Change the date of the upcoming wine shipment3. Cancel the membership either online or over the phone with a Tasting Room representative The customer did not do any of these 3 things and per their subscription agreement, their 2nd wine club shipment was charged 30 days after enrollment. This is exactly what was stated on the enrollment form as well as in emails sent to the customer leading up to the next order date. In fact, the customer contacted our business after the 2nd order was processed and forwarded a copy of the "Welcome" email our business sends to all new enrollees on the date that they sign up for a subscription. Here is the text from the email the customer received when they enrolled, which they forwarded to our business on 2/*/16, after their 2nd wine club shipment was charged and they were notified via email. This is proof that the customer was not only informed a second time, after enrolling, that they were in a club, that they had been charged for their first shipment (thus it was not free) and that they would be charged for a 2nd shipment 30 days later if they did not cancel. For what it's worth, this email also includes instructions on how to cancel a membership. *Welcome to Tasting Room!*We gave your Tasting Kit to the guys with the brown trucks. They told us you'll receive your six mini bottles between *January ** and January [redacted].They even smiled.After your kit arrives, take a look at the instructions on the inside flap, then follow the prompts online after you log in. The online rating process is fun and easy. Just taste the wines in the order they're presented on your computer screen, and click on the ones you like. That's all there is to it!If, at any point, the instructions seem unclear or your tasting results don't seem to jibe with what you already know about your wine preferences, just give us a call at ###-###-#### on any weekday, 10am-6pm EST. We'll talk you through it. The only thing we know and love more than wine is helping other people find their love of it.*Why Taste and Rate?*Everyone's tastes are unique - like a fingerprint. If you taste and rate the mini bottles, we can do a much better job of selecting the bottles that are right for you. If you can't find time in the next 30 days to rate the wines in your kit, don't worry! We'll send you a broad selection of our best-sellers and all-time favorites. And you can still rate the wines in your kit whenever you find the time, so as to personalize your future shipments.We're excited to explore the wine world with you!......You can cancel your membership by calling ###-###-#### any weekday between 10am and 6pm Eastern time. You may also access cancellation information at any time via the Club Management tab within your account."Customer called our business on 2/*/16 after being notified via email that their 2nd order had been charged and processed. Tasting Room does not offer cancellations on processed orders; customer had 30 days to cancel and agreed to this policy upon enrollment. This was explained over the phone and via email. Customer's account was promptly canceled upon request. Customer requested for a supervisor to contact them. This occurred promptly on the same day of 2/*/16. The customer was sent the following information via email by the supervisor:"To confirm, your membership is now canceled, per the request you made on 2/*/2016. This cancels all future orders. Your current wine club shipment, #[redacted] will be your last unless you choose to reactivate your subscription at a later date. Please note that the shipment was processed on 2/*/2016, prior to the date on which you contacted the Tasting Room to cancel your membership. Per the wine club terms that you agreed to upon enrollment on 1/**/2016, we cannot cancel this shipment as it was charged and processed before you requested a membership cancellation. To confirm, membership cancellations can be accomplished two different ways: #1 You can cancel your membership over the phone with a Tasting Room representative Monday through Friday, 10 a.m. to 6 p.m. EST (certain holidays excluded) #2 You can cancel your membership at any time by visiting the online membership cancellation form available within you Tasting Room account. The Tasting Room offers members advance notification of upcoming orders and the flexibility to change or cancel orders. Upcoming shipment dates are listed in each member's account alongside online features that allow you to schedule the date your next order will be processed. Members can push their next shipment date up to 1 year into the future. Members can also request that an order ship earlier than scheduled. Additionally, to ensure our members are informed, the Tasting Room sends out courtesy reminder emails 14 and 7 days prior to processing orders, to the account holder's registered email address. Orders are processed whether or not the courtesy reminders are received. To confirm, membership cancellations work on a go-forward basis. Members will continue to receive shipments until their subscription is canceled either online or over the phone with a Tasting Room service representative. Canceling your membership to the Tasting Room wine club will cancel any upcoming orders that have yet to be processed. Membership 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: [redacted]We appreciate your understanding. "Customer claimed they did not receive reminder emails, though note that they did forward a copy of the email they were sent the day they signed up which clearly stated that they would be charged for a 2nd shipment in 30 days. This information was also available online in their account. Please note Tasting Room makes no guarantee that a customer will receive any email. As a courtesy to our members, we attempt to send shipment reminders both 14 and 7 days prior to charging a customer's credit card for a shipment. Our records indicate no failed delivery of messages and our correspondence with the customer via our service center shows that emails we send can make it to the customer. On 2/*/16, the customer was sent the following message which clearly outlines how they may return the wines to receive a refund for the value of the wines:"[redacted], Thanks for your message. The reminder emails are a courtesy that we attempt to send to all enrolled members. I am sorry to hear you are unable to locate them. When we send correspondence about an account, we use the registered email address. To confirm, all enrolled members will be charged for and sent shipments of wine, per the type of subscription they have signed up for, whether or not the courtesy shipment reminder emails are received. In the Terms you agreed to upon enrollment, we state that our business attempts to send the reminders; we are unable to guarantee that reminders, or any email, will be received. You can review our Terms here: [redacted]Our Frequently Asked Questions are here: [redacted]Your package is with [redacted] and the expected delivery date is tomorrow, 2/**/16. You can view your tracking information hereAt this point you have the following options in regards to this package: 1. Keep the wine. 2. Refuse the shipment with [redacted] so it is returned. In that case, we can issue for the value of the wine and a $15 restocking fee will be charged. The $19.95 shipping charge is not refunded for returned shipments. 3. Return the wines after delivery. You can send your unopened wine to [redacted] to receive a refund. Only complete, unopened shipments are accepted for returns. Please include the order number and your shipping address with the package so the return can be identified with your account. When we receive your wine, we will refund your card in full (minus any shipping charges) and notify you via email."As of 2/**/16, the customer's order is out for delivery with [redacted].The package was processed to ship on 2/*/16; the same date it was charged. If customer wishes to receive a refund, the customer may follow the instructions outlined in the email above which are the same instructions listed on our website in the Terms & FAQs. In conclusion, the customer willingly self-enrolled in a subscription wine club service. The customer was informed of all pricing and shipment dates. The customer had the option to cancel the membership either online or over the phone. Further the customer had the opportunity to change the 2nd order processing date online or over the phone. The customer demonstrated that they had received an email from our company listing this information, as the customer forwarded the email to us. Customer has been fully informed of our policies regarding order cancellations, membership cancellations and several options for returning merchandise both over the phone, when calling customer service, and via email by a supervisor. This information is also viewable by members and the public by simply visiting our website FAQs and Terms. We are happy to issue a refund for the value of the wines should the package be returned. Note that all merchandise must be present and unopened with the return in order to receive the refund. Do let us know if you need any further information. We are happy to help.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business has not addressed the issues I raised in my response dated 7/**/2015.  To respond satisfactorily to this rebuttal, it should provide arguments to address my counterclaims, but it has not done so.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The response from Tasting Room is comical as the account was cancelled and I never intend to use this terrible service again. A "$10.91" credit is unacceptable and I have no problem filing a chargeback with my credit card provider and prolonging this case from being closed. A refund is expected.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thanks for bringing this matter to our attention. To confirm, the customer’s membership was canceled, by request, over the phone on 3/**/2016 at 12:16 PM EST. Per the terms the customer agreed to upon enrollment in the Tasting Room wine club, the customer’s most recent shipment, which was processed...

at 5:06 AM EST on 3/*/16, couldn’t be canceled.  The membership timeline provided below demonstrates that the customer was aware a shipment was to be processed on 3/**/2016. In fact, on the evening of 3/**/16, the customer logged into their account and updated their preferences online, at which point they were informed that their next wine club order would be processed within the next 24 hours. The customer had the opportunity to cancel the membership at that time, or to change the order processing date, both of which can be completed online. The customer chose to neither cancel the membership nor change the order date (customer’s have the flexibility to reschedule orders for up to 1 year into the future without canceling their membership). Thus, an order was processed on 3/**/2016, which was within the 24-hour period that our business told the customer an order would be processed. Please note that the customer not only agreed to have both read and understood the Tasting Room policy concerning cancellations upon self-enrolling into the Tasting Room wine club, information on how to cancel a membership is available on our website. Members can cancel their account online or over the phone. Here is what the enrollment page said, which the customer used to sign up for a wine club membership online: OFFER DETAILS 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 FREEWine 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, 2 months after we send your first case. All shipments thereafter are sent every 3 months. 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. Here is a timeline of events relating to the customer's membership. These events demonstrate the customer’s awareness of the fact that they were enrolled in a subscription wine club. In fact, the customer logged into their account on March *, 2016 and they were informed another shipment would be processed in the next 24 hours, which it was. 02/**/2016 – The customer self-enrolled into the Tasting Room wine club, agreeing to the membership terms, including the cancellation policies. Customer agreed to be charged for shipments of wine until canceling their membership; customer also agreed to order cancellation policy, specifically that processed orders cannot be canceled. 02/**/2016 - Customer's initial shipment was charged and processed. This shipment consisted of a tasting kit including six miniature wine samples. 03/**/2016 10:09:29 PM – Customer logged into their account at [redacted] 03/**/2016 10:**:51 PM – Customer submitted online rating of their tasting kit and was informed that their next order would be processed within 24 hours. 03/**/2016 05:06:55 AM – Customer’s second wine club shipment was processed, per the notification they received the night before when they logged into their account. An email confirmation was sent to the customer with the order details once their order was processed and their card was charged. 03/**/2016 12:16:40 PM – Customer’s account was canceled after they called the Tasting Room member services team. 03/**/2016 01:29:15 PM – Customer logged into their account again. Note: their membership was canceled as of 3/*/16. As of 3/**/16, [redacted] is holding the package for pick-up after making 3 delivery attempts. If the customer does not pick up the package and it will be returned to sender. Upon receipt of the package, our business can issue a refund for the value of the wines to the customer ($15 restocking fee will apply). Should this occur, we will notify the customer via email. To confirm, the customer's membership is canceled so no further orders will be processed or charged unless they choose to reactivate his subscription at a later date. The customer has the option of returning the shipment to receive a refund for the value of the wine. Full details on the return policy—including instructions—are available in the FAQ section of the Tasting Room website.

Thanks for letting us know about the need for follow up.Please note customers have two ways to cancel their membership. They can do so online, through their account, or over the phone during business hours with a Tasting Room representative. This is explained in multiple areas of our website. Any customer who sends an email about canceling an account is sent full instructions on how to complete the cancellation online or over the phone. To confirm, the customer emailed our business to request cancellation instructions on the date of 2/*/2016 at 2/*/2016 10:4* PM. Please note the customer used an email address that is not associated with their membership.They sent their message to the address: [redacted]. Any email sent to [redacted] is immediately sent full instructions on how to complete a cancellation online or over the phone, as an automated response is set up. To confirm, an email was sent back to this customer, automatically, at 10:4* PM on 2/*/2016, which is the same minute that we received the customer's email.The customer did not log into their account prior to their next order date, after the email with full instructions on how to cancel was sent. In fact, the customer did not log into their account until months later, on the date of 10/**/2016, at *:36 PM. The customer did not cancel their account with Tasting Room until */**/2016, which they requested on a phone call to the Tasting Room service department. A copy of the email confirmation, containing full cancellation instructions, that was sent to this customer on 2/*/2016 is attached for the Revdex.com to review.

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

Revdex.com:
I have now received the requested refund after returning the items.  This matter is now resolved.
Sincerely,
[redacted]

Thank you for contacting us. To confirm, this customer was a member of the wine club between the dates of 07/**/2016 02:22:00 PM and 08/**/2016 03:48:13 PM.  The customer self-enrolled online, authorizing our business to charge their credit card for shipments of wine until canceling...

the account. Please note customers have two options to cancel, over the phone during business hours with a service representative or online, in their account. The customer agreed to this cancellation policy upon enrollment. The customer emailed several times and was sent instructions on how to complete the cancellation online, or over the phone, each time. This information is also listed on our website in the Terms and Frequently Asked Questions. Completing a membership cancellation online is a simple process. Most customers can complete this in less than 1 minute. Otherwise, they have the option of calling the service department during business hours and a representative will process the request on their behalf.This customer did not complete a cancellation online nor did they call the Tasting Room service team prior to their next order date. Per their membership agreement, a second shipment was charged and processed on 8/**/2016. Please note that our system automatically sends upcoming shipment reminders 14 and 7 days prior to an order date. After the second order was processed on 8/**/2016, the customer called the service department and a representative canceled the account for them. This means no further orders will be charged or sent for this account, unless the customer chooses to reactivate the membership.

As no further or compelling information, our business requests the Revdex.com close the case again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business has still not taken responsibility for its unauthorized and surreptitious charge to my credit card.  After the valid sale of a "sample", the business created an additional order and charged my card without notice.  It then willfully neglected to stop shipment, even though I CANCELED THE ORDER BEFORE IT WAS SHIPPED, via the only means possible - email, since THE COMPANY WEBSITE AND TELEPHONE CUSTOMER SERVICE HOURS ARE BOTH DESIGNED TO HINDER CANCELLATIONS.  Furthermore, THE BUSINESS CONTINUES TO VIOLATE IT'S OWN TERMS & CONDITIONS (which were sent to Revdex.com) which guarantee satisfaction and allow the customer to cancel at any time without fees.This business is highly deceptive, as is evident from many similar customer stories; Yelp.com alone has over 50 negative reviews, almost all with the same customer experience.  Other sites have similar insights.  Lot18 / Tasting Room DOES NOT make it clear that they will automatically ship a case of wine after your sample.  What if a customer does not like the sample, as with me?  I was given no opportunity to confirm or decline the shipment after my sample.  Furthermore, the Lot18 / Tasting Room terms & conditions (which they sent to Revdex.com) also clearly state "You may cancel or skip any upcoming shipment at any time on our website or by calling ###-###-####. There are no cancellation fees."  In fact, my experience and the reason for this complaint is the exact opposite: I COULD NOT CANCEL the order on their website (it was not possible, despite looking carefully through their site), and their customer service phone lines are not open on Saturday (they created the order overnight Friday-Saturday), and I SENT A CLEAR CANCELLATION AND "STOP SHIPMENT" EMAIL (with order # details etc.) on Saturday, but THEY SHIPPED on Monday EVEN AFTER I CANCELED.  Then when the merchandise arrived, Lot18 / Tasting Room refused to authorize a return label or pickup by [redacted].  They would only accept a return if (after) I shipped and paid myself.  So their deceptive practice costs the customer money?!  Most of their victims probably do not spend the time to fight it, because return shipping would be expensive.  But they are preying on customers and should be stopped.In addition to Revdex.com, I have also reported this business to American Express, and to the NY State Attorney General.  [redacted] has already put the merchant on a "Transaction Risk" monitoring list.  I am considering contacting media outlets. 
Sincerely,
[redacted]

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. I called customer service and canceled my subscription, at least a week before the shipment was sent out.  They responded to me in email from stating that the received my message.  They  knew I wanted to cancel because in the follow up email they asked if there was anything they could do to try to get me not to cancel.  Like shipping smaller batches of wine.  They should never have sent out the shipment.  I sent the shipment back they shouldn't charge me return shipping or a restocking fee.  I expect to be reimbursed of $45.00 which never should have been taken out of my account.   These people are rude nasty people, who try to take advantage of people, they think they can just charge away because you have to give them a credit card to receive the first trial.ThThis is unacceptable  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]