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Address: 5238 Main St,, Manchester Center, Vermont, United States, 05255
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I don't know if the bottle fermented causing pressure build-up, or what caused this, but I'm concerned about the 3 bottles we have left... can Customer service help us with bottle replacement and/or probability of this happening again with the other bottles?
On Jan 13, I ordered a $26 sampler pack of Tost wine, total order cost of $43.75 with tax and shipping.
On Jan 14, UPS showed that the order had been delivered, but I had not received it. (I can provide the UPS tracking #, but this entry box seems to think its a SSN, so I cannot enter it here).
I contacted Tost, and its online distributor *** 2-3 times between Jan and Apr and did not receive any customer service support or help in the matter.
By Apr 13, UPS completed a claim I had made to them directly (the claim took months to resolve with UPS), reaching the conclusion that the package was lost (I have a screenshot of the status with UPS and can provide all the details that UPS has provided). The status of the delivery is now "Lost", which UPS has provided to the "Shipper" so that I can resolve with them.
On Apr 15, I provided this UPS information to Tost, first reaching out via the Customer Service link on their website and then replying to an email from *** (***) that I received. I attached the screenshots and provided the contact information for UPS.
On Apr 20, *** replied "working on confirmation from UPS on our end we'll be in touch thanks".
I have emailed him again via email on Apr 27 and May 4. I have not received any further update or reply from *** or anyone at Tost or ***, and no resolution.
As I seem unable to get a response, I am turning to Revdex.com for help with a resolution.
Customer did not receive package. She called our fulfillment center 3 times over the weekend when no one was working. Then called again on the first business day Monday and was upset at people demanding her money back immediately. We tracked the package and UPS declared this package delivered. There is nothing more we could do but she insisted again that it was our fault and we had to immediately pay her back. Then Covid-19 happened. she came back again saying that UPS has accepted the loss and that we could file a claim. we are now working thru that internally to see if that is true. but as you can imagine with Covid-19 upon us our warehouse is under staffed, well behind and trying to stay afloat. chasing UPS on a claim she made is not the easiest to do and we're working on it. It takes time. As it does at UPS.As you can see now she's going after us via your group. We fulfilled her order. We shipped it on time and it was delivered according to UPS. This new information needs to be addressed. we're working on it. We are sorry UPS did or did not deliver her package, but they marked it delivered and it's still marked delivered. so we need to get ahold of UPS. We've told her we're working on it. In short she's shaking us down and now threatening us.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not resolve my issues and/or concerns in reference to complaint # ***. While I did receive a response from Tost earlier today, I feel that I have to reject the response for 2 reasons:First, simply because I have not yet been refunded. I have attached the status from UPS as of Apr 14, in which UPS clearly states that "The search for your package is complete. We have been unable to locate your package. We will forward the search results to the shipper." I have, just now, checked the tracking # on the UPS site and the status is no longer that is is delivered - as of Apr 13 at 10:03am, the status is "More Information" and when clicking the Detailed View, the item is marked as "Claim Issued". I spoke with UPS and they have explained to me that the Shipper can log into their account and see the same status that I have provided on the Claims Dashboard.Second, because I am not threatening or shaking down any person or any business - my use of Revdex.com is simply to reach a resolution on this matter, since my direct interactions were not successful. I am definitely frustrated, but in no way threatening any one or any business. I am simply trying to get a refund for an order I did not received. And its a shame, because Tost is a great product, just one that I'd find impossible to purchase again due to this customer service experience.
Regards
I’ve made it clear on the status. Unfortunately there was extensive verbal abuse by the customer to our team from the beginning leading us to believe a shake down is in play. we are working to resolve the issue with UPS, once complete if confirmed we will reimburse. Alternatively if the customer apologizes to our team for her insults and commits to stop attacking our company, we will in turn take the risk of refunding her prior to UPS confirmation. As discussed it is our understanding that UPS delivered the product and until they confirm directly with us that they take responsibility for the loss ( how do we know she didn’t take delivery as stated by UPS and then claim no delivery), then we are at risk of being scammed. or we can wait until UPS can confirm. We’re fine with either solution.