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 refundThe customer self-enrolled in the Tasting Room wine club subscription on the date of 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 practiceThe customer's package was shipped via UPS and the customer refused the delivery with the carrier on The package was returned to our company's fulfillment center on and a refund, for the value of the wine plus tax was issued on 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." [redacted] The customer canceled their membership on the date of (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 dateWe appreciate the Revdex.com's help in resolving this matterPlease let us know if any further information is required
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They 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, [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: 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 $ 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 [redacted] ***, the [redacted] 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
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 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: [redacted] 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 teamPlease 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 1215--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): [redacted] 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 membershipConfirmation 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 1215.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
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 attentionTo confirm, the customer was informed s/he was joining a wine club subscription serviceThe pricing and shipment schedule are printed, in detail, right next to the fields where customers enter their age and billing information on our enrollment formIn 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 clubNote that it clearly explains that shipments are processed 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 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 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 $shippingIn 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 clubAs the customer did not cancel their membership in the first days, another shipment was processed per the agreement they made with our companyIf the customer wishes to receive a refund for the value of the wine, they may return the packageInformation on our return policies is publicly posted on our website here: [redacted]
Thanks for letting us know about the need for follow up.Please note customers have two ways to cancel their membershipThey can do so online, through their account, or over the phone during business hours with a Tasting Room representativeThis is explained in multiple areas of our websiteAny customer who sends an email about canceling an account is sent full instructions on how to complete the cancellation online or over the phoneTo confirm, the customer emailed our business to request cancellation instructions on the date of 10:[redacted] PMPlease 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 upTo confirm, an email was sent back to this customer, automatically, at 10:[redacted] PM on 22016, at *:PMThe customer did not cancel their account with Tasting Room until *2016, which they requested on a phone call to the Tasting Room service departmentA copy of the email confirmation, containing full cancellation instructions, that was sent to this customer on 2/*/is attached for the Revdex.com to review
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 in the Tasting Room wine club subscription on the date of At that time, a shipment of tasting wines was sent out to the customerPer the Offer Details the customer agreed to upon enrolling (see below), 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 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 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 $(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's package was shipped via [redacted] on Monday, 92016—which is the day after the order was processed and the customer was notified via email--and the customer refused the delivery with the carrier on The package has not yet been delivered back to the Tasting Room fulfillment centerIn keeping with our returns policy, after the package is received, our company can issue a refund for the value of the wineA $return shipping fee is charged and the original shipping fee of $(plus tax) is not refundedAn email confirmation is sent to customers upon receiving a 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 (note: this is after the order in question was processed and the customer had been notified by email) As the customer’s subscription 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 dispute In summary: The customer self-enrolled into a subscription wine club service, agreeing to be charged for shipments of wine until canceling the membershipThe 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 03:38:PM, the customer used an online membership form to self-enroll into the Tasting Room wine clubThe customer agreed to the Offer Details below, which specifically state the frequency, timing and pricing of future shipmentsThus, 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 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 reviewNote 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 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."The customer did not cancel their account within the first 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 05:31: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 shipmentsThese are sent both and days prior to the next order processing dateWhile we cannot guarantee that emails will be received or read by customers, this is our standard practiceSo, 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 membershipAs 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 $return shipping fee would applyThis policy is explained on our website, in the FAQs and the TermsHere 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 $return shipping fee."The customer refused the shipment with [redacted] and the package was subsequently returned to our fulfillment centerA refund for the value of the wine, less shipping, was processed on and a $return shipping fee was charged, per the Returns policyThe 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 canceledThis is the policy as it's stated in the FAQs:"Cancelling your membership will cancel any upcoming orders that have not yet been processedPlease keep in mind that orders cannot be cancelled once they are processedAny orders processed before a membership cancellation is requested will still be shipped." At this point, the customer's account has been canceled and a refund was issued for the returned shipmentNo further orders will be charged or processed unless the customer reactivates the membership at a later dateAs 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
Thank you for this messageTo 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 kitIt is also clearly stated that customers have 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 membershipMembers who do not rate in the first days will be sent a case of wine picked out by our companyMembers who DO rate their tasting kits in the first 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 wineYour first shipment will be processed as quickly as possible after you rate your kit – typically the following dayIf after days you have not rated the wines in your Tasting Kit, we will automatically send a selection of customer favorites for your first shipmentYou’ll receive a new case of wine months after we send your first caseAll shipments thereafter are sent every monthsYou can modify your shipping dates at any time via our website or by contacting Member ServicesThere are no forms to fill out, phone calls to make or emails to sendThe 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 shouldAnd we'll email you several times, reminding you to make the time for itIf you haven't logged in to rate the wines in your kit days from when you placed the order, our wine curators will simply select a range of wines for your first shipment of regular-size bottlesOf 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 youYou're not required to rate any of the wines we send youBut doing so enables us to refine our selections according to your feedbackAnd that's really why we get out of bed every morning, so please do rate the wines in your kit at the very leastIt'll make you a happier wine drinker, too
Thank you for contacting usTo confirm, this customer was a member of the wine club between the dates of 02:22:PM and 03:48:PM The customer self-enrolled online, authorizing our business to charge their credit card for shipments of wine until canceling the accountPlease note customers have two options to cancel, over the phone during business hours with a service representative or online, in their accountThe customer agreed to this cancellation policy upon enrollmentThe customer emailed several times and was sent instructions on how to complete the cancellation online, or over the phone, each timeThis information is also listed on our website in the Terms and Frequently Asked QuestionsCompleting a membership cancellation online is a simple processMost customers can complete this in less than minuteOtherwise, 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 datePer their membership agreement, a second shipment was charged and processed on Please note that our system automatically sends upcoming shipment reminders and days prior to an order dateAfter the second order was processed on 82016, the customer called the service department and a representative canceled the account for themThis means no further orders will be charged or sent for this account, unless the customer chooses to reactivate the membership
We are happy to issue a call tag in this instanceThe customer can reach out to [redacted] to arrangeOnly complete, unopened shipments are accepted for returnsUpon 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 programCustomers self-enroll into a subscription after having the opportunity to review the pricing and shipment schedule listed on each online enrollment formCustomers 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 sentThese features are readily available in each customer's online account
When the customer enrolled they agreed to our returns policyTo clarify, the customer is not charged $for "wine" they did not receiveThe customer is responsible for the initial shipping cost on any undeliverable package (in this case that is $plus applicable tax) and a $return shipping fee, which is charged separatelyCustomers who wish to avoid the return shipping fee have the option of returning the wine by purchasing their own shipping labelIn that case they would receive a refund less the original shipping and the $return shipping fee is waived
Thank you for alerting us to this dispute.To confirm, this customer self-enrolled into the Tasting Room wine club using an online formThe online form was clear that Tasting Room is a subscription wine club and customers authorize our business to charge them for shipments of wine until they cancel their membershipPlease note cancellations can be easily made over the phone, during business hours, or online at any timeThe online cancellation option takes just seconds to complete This customer self-enrolled on the date of The Offer Details are displayed in large-format text on the enrollment form, just to the right of the fields where the customer typed in his/her credit card information and billing addressIt would be difficult to missA copy of this page is attached for the Revdex.com reviewThe Offer Details explicitly state the following: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 the customer logged into their account and rated the miniature wine samples they had previously receivedThis generated their wine profile, as described in the Offer Details aboveThe customer was also informed that their next shipment would be processed the following day and a link was provided to their Upcoming Shipment page, where they could change the date of that order should they not want it to be processed the following dayAdditionally, there is an option to cancel online in each member's account, should they wish to do soThis customer did not change the date of their next shipment, nor did they cancel the membership onlineAs a result of having submitted online ratings and remaining subscribed to the wine club, this customer's second wine club shipment was processed the following day of which is exactly what our website stated would happen (and is also what is described in the Offer Details above, which the customer had the opportunity to read and review prior to signing up for the wine club)Additionally this process is described in the Frequently Asked Questions section on our website, as well as on the How It Works page, and in the emails we send to new membersWe are proactive in educating our customers about the tasting kit, the rating process, and the wine profiles because this is a unique and exciting feature of our wine clubWhen the order was processed, on 12017, an email confirmation was sent to the customerOn the date of 12017, the package shipped out and another email was sent to the customer with the tracking numberAccording to the customer's order history, they logged into their account and canceled their membership on -- at which point their package had shipped with ***On the date of the customer's spouse called, with their bank, and a representative explained how they could return the package for a refund.On the date of 12017, the customer refused delivery with UPS and the package was returned to our fulfillment centerWe have issued a refund, less the original shipping feeA $return shipping fee was charged and email confirmation has been sent to the customerAs the customer's account is canceled, no further orders will be processed or shipped unless the customer chooses to re-subscribe at a later dateWe appreciate the Revdex.com's help in resolving this and 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# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] This company has only made assertionsThey have not demonstrated anythingThey have no signatureThey have no order requestThey copy pasted some text from a website somewhere that I've never seen before in my life and failed to show that I was ever exposed to it beyond their opinionThey need to be sanctioned for their behavior In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Thanks for alerting us to the need for follow upWe're sorry to hear the customer had trouble canceling their subscriptionTo confirm, memberships can be canceled online or over the phone during business hoursThe account is now canceled and the customer received a full refund for the processed orderWe kindly request the Revdex.com review our prior message demonstrating thisIf 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/ [redacted] they charged the wine shipment of $ On 4/ [redacted] I was charged $for the refused shipment fee On 4/**, I was credited $ Since a separate charge was done for the returned wine fee, I should have received a refund of $89.98, not $ 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 $ I do think they should be refunding me the $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 emailsI can only print them In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
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 refundThe customer self-enrolled in the Tasting Room wine club subscription on the date of 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 practiceThe customer's package was shipped via UPS and the customer refused the delivery with the carrier on The package was returned to our company's fulfillment center on and a refund, for the value of the wine plus tax was issued on 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." [redacted] The customer canceled their membership on the date of (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 dateWe appreciate the Revdex.com's help in resolving this matterPlease let us know if any further information is required
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They 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, [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: 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 $ 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 [redacted] ***, the [redacted] 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
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 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: [redacted] 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 teamPlease 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 1215--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): [redacted] 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 membershipConfirmation 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 1215.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
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 attentionTo confirm, the customer was informed s/he was joining a wine club subscription serviceThe pricing and shipment schedule are printed, in detail, right next to the fields where customers enter their age and billing information on our enrollment formIn 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 clubNote that it clearly explains that shipments are processed 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 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 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 $shippingIn 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 clubAs the customer did not cancel their membership in the first days, another shipment was processed per the agreement they made with our companyIf the customer wishes to receive a refund for the value of the wine, they may return the packageInformation on our return policies is publicly posted on our website here: [redacted]
Thanks for letting us know about the need for follow up.Please note customers have two ways to cancel their membershipThey can do so online, through their account, or over the phone during business hours with a Tasting Room representativeThis is explained in multiple areas of our websiteAny customer who sends an email about canceling an account is sent full instructions on how to complete the cancellation online or over the phoneTo confirm, the customer emailed our business to request cancellation instructions on the date of 10:[redacted] PMPlease 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 upTo confirm, an email was sent back to this customer, automatically, at 10:[redacted] PM on 22016, at *:PMThe customer did not cancel their account with Tasting Room until *2016, which they requested on a phone call to the Tasting Room service departmentA copy of the email confirmation, containing full cancellation instructions, that was sent to this customer on 2/*/is attached for the Revdex.com to review
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 in the Tasting Room wine club subscription on the date of At that time, a shipment of tasting wines was sent out to the customerPer the Offer Details the customer agreed to upon enrolling (see below), 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 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 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 $(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's package was shipped via [redacted] on Monday, 92016—which is the day after the order was processed and the customer was notified via email--and the customer refused the delivery with the carrier on The package has not yet been delivered back to the Tasting Room fulfillment centerIn keeping with our returns policy, after the package is received, our company can issue a refund for the value of the wineA $return shipping fee is charged and the original shipping fee of $(plus tax) is not refundedAn email confirmation is sent to customers upon receiving a 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 (note: this is after the order in question was processed and the customer had been notified by email) As the customer’s subscription 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 dispute In summary: The customer self-enrolled into a subscription wine club service, agreeing to be charged for shipments of wine until canceling the membershipThe 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 03:38:PM, the customer used an online membership form to self-enroll into the Tasting Room wine clubThe customer agreed to the Offer Details below, which specifically state the frequency, timing and pricing of future shipmentsThus, 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 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 reviewNote 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 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."The customer did not cancel their account within the first 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 05:31: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 shipmentsThese are sent both and days prior to the next order processing dateWhile we cannot guarantee that emails will be received or read by customers, this is our standard practiceSo, 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 membershipAs 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 $return shipping fee would applyThis policy is explained on our website, in the FAQs and the TermsHere 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 $return shipping fee."The customer refused the shipment with [redacted] and the package was subsequently returned to our fulfillment centerA refund for the value of the wine, less shipping, was processed on and a $return shipping fee was charged, per the Returns policyThe 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 canceledThis is the policy as it's stated in the FAQs:"Cancelling your membership will cancel any upcoming orders that have not yet been processedPlease keep in mind that orders cannot be cancelled once they are processedAny orders processed before a membership cancellation is requested will still be shipped." At this point, the customer's account has been canceled and a refund was issued for the returned shipmentNo further orders will be charged or processed unless the customer reactivates the membership at a later dateAs 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
Thank you for this messageTo 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 kitIt is also clearly stated that customers have 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 membershipMembers who do not rate in the first days will be sent a case of wine picked out by our companyMembers who DO rate their tasting kits in the first 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 wineYour first shipment will be processed as quickly as possible after you rate your kit – typically the following dayIf after days you have not rated the wines in your Tasting Kit, we will automatically send a selection of customer favorites for your first shipmentYou’ll receive a new case of wine months after we send your first caseAll shipments thereafter are sent every monthsYou can modify your shipping dates at any time via our website or by contacting Member ServicesThere are no forms to fill out, phone calls to make or emails to sendThe 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 shouldAnd we'll email you several times, reminding you to make the time for itIf you haven't logged in to rate the wines in your kit days from when you placed the order, our wine curators will simply select a range of wines for your first shipment of regular-size bottlesOf 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 youYou're not required to rate any of the wines we send youBut doing so enables us to refine our selections according to your feedbackAnd that's really why we get out of bed every morning, so please do rate the wines in your kit at the very leastIt'll make you a happier wine drinker, too
Thank you for contacting usTo confirm, this customer was a member of the wine club between the dates of 02:22:PM and 03:48:PM The customer self-enrolled online, authorizing our business to charge their credit card for shipments of wine until canceling the accountPlease note customers have two options to cancel, over the phone during business hours with a service representative or online, in their accountThe customer agreed to this cancellation policy upon enrollmentThe customer emailed several times and was sent instructions on how to complete the cancellation online, or over the phone, each timeThis information is also listed on our website in the Terms and Frequently Asked QuestionsCompleting a membership cancellation online is a simple processMost customers can complete this in less than minuteOtherwise, 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 datePer their membership agreement, a second shipment was charged and processed on Please note that our system automatically sends upcoming shipment reminders and days prior to an order dateAfter the second order was processed on 82016, the customer called the service department and a representative canceled the account for themThis means no further orders will be charged or sent for this account, unless the customer chooses to reactivate the membership
We are happy to issue a call tag in this instanceThe customer can reach out to [redacted] to arrangeOnly complete, unopened shipments are accepted for returnsUpon 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 programCustomers self-enroll into a subscription after having the opportunity to review the pricing and shipment schedule listed on each online enrollment formCustomers 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 sentThese features are readily available in each customer's online account
When the customer enrolled they agreed to our returns policyTo clarify, the customer is not charged $for "wine" they did not receiveThe customer is responsible for the initial shipping cost on any undeliverable package (in this case that is $plus applicable tax) and a $return shipping fee, which is charged separatelyCustomers who wish to avoid the return shipping fee have the option of returning the wine by purchasing their own shipping labelIn that case they would receive a refund less the original shipping and the $return shipping fee is waived
Thank you for alerting us to this dispute.To confirm, this customer self-enrolled into the Tasting Room wine club using an online formThe online form was clear that Tasting Room is a subscription wine club and customers authorize our business to charge them for shipments of wine until they cancel their membershipPlease note cancellations can be easily made over the phone, during business hours, or online at any timeThe online cancellation option takes just seconds to complete This customer self-enrolled on the date of The Offer Details are displayed in large-format text on the enrollment form, just to the right of the fields where the customer typed in his/her credit card information and billing addressIt would be difficult to missA copy of this page is attached for the Revdex.com reviewThe Offer Details explicitly state the following: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 the customer logged into their account and rated the miniature wine samples they had previously receivedThis generated their wine profile, as described in the Offer Details aboveThe customer was also informed that their next shipment would be processed the following day and a link was provided to their Upcoming Shipment page, where they could change the date of that order should they not want it to be processed the following dayAdditionally, there is an option to cancel online in each member's account, should they wish to do soThis customer did not change the date of their next shipment, nor did they cancel the membership onlineAs a result of having submitted online ratings and remaining subscribed to the wine club, this customer's second wine club shipment was processed the following day of which is exactly what our website stated would happen (and is also what is described in the Offer Details above, which the customer had the opportunity to read and review prior to signing up for the wine club)Additionally this process is described in the Frequently Asked Questions section on our website, as well as on the How It Works page, and in the emails we send to new membersWe are proactive in educating our customers about the tasting kit, the rating process, and the wine profiles because this is a unique and exciting feature of our wine clubWhen the order was processed, on 12017, an email confirmation was sent to the customerOn the date of 12017, the package shipped out and another email was sent to the customer with the tracking numberAccording to the customer's order history, they logged into their account and canceled their membership on -- at which point their package had shipped with ***On the date of the customer's spouse called, with their bank, and a representative explained how they could return the package for a refund.On the date of 12017, the customer refused delivery with UPS and the package was returned to our fulfillment centerWe have issued a refund, less the original shipping feeA $return shipping fee was charged and email confirmation has been sent to the customerAs the customer's account is canceled, no further orders will be processed or shipped unless the customer chooses to re-subscribe at a later dateWe appreciate the Revdex.com's help in resolving this and 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# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] This company has only made assertionsThey have not demonstrated anythingThey have no signatureThey have no order requestThey copy pasted some text from a website somewhere that I've never seen before in my life and failed to show that I was ever exposed to it beyond their opinionThey need to be sanctioned for their behavior In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Thanks for alerting us to the need for follow upWe're sorry to hear the customer had trouble canceling their subscriptionTo confirm, memberships can be canceled online or over the phone during business hoursThe account is now canceled and the customer received a full refund for the processed orderWe kindly request the Revdex.com review our prior message demonstrating thisIf 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/ [redacted] they charged the wine shipment of $ On 4/ [redacted] I was charged $for the refused shipment fee On 4/**, I was credited $ Since a separate charge was done for the returned wine fee, I should have received a refund of $89.98, not $ 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 $ I do think they should be refunding me the $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 emailsI can only print them In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***