Umbra Winery

December 5, 2016To Whom It May Concern:We are in receipt of your letter dated 11/28/for the above referenced IDWe appreciate the opportunity to provide a response as we take every customer complaint very seriouslyThis particular response however does not requireinvestigation on our part at
this time, as we have already looked into this matter when the customer disputed his card transaction with the bank two weeks after the alleged incidentIn that dispute, he indicated to the bank in his affidavit that he had "returned the wine and no refund had been provided"He also indicated that he contacted the merchant atits Customer Service departmentWe provided full details to the bank at that time and the claim was denied by the bankIn short, we do not issue refunds as we do not take back wine once it has left the facility for tampering concerns but more importantly, the signed receipt on file indicated the bottle was in fact consumed in house as denoted by theBIH (Bottle In House) not BTG (Bottle To Go) on the receipt and a 20-25% tip was added by the customerFurther, as a small family owned business, there is no Customer Service departmentAll complaints are handled by the owners themselves and there was no record of this customer contacting the owners regarding this incidentWe first learned of it from our General Manager (GM) when debriefing from the weekend's events as we customarily do.To speak directly to the customer's complaint in this submission, we would like to acknowledge that indeed our bathroom experienced problems a couple days into the festivalThese buildings we operate in are historic and pipes date back to the early 1900's or before so it is not uncommon for a festival like GrapeFest where some 300,visitors attend to experience occasional problemsIt should be noted however that public restrooms were available one block north and one block south of our location in addition to the numerous other merchants along Main StreetA map was posted on the door of our restroom at the beginning of the festival noting additional facilities as is customary for us to do during festivalsEven with a fully operational bathroom, the lines are very long so it's been helpful for us to apprise customers of other restrooms while they waitThe City is also very cognizant of ensuring adequate public facilities for our guests to GrapevineWe worked diligently that weekend to resolve but believe Saturday was the day it became Out of Order, the day of this customer's visitWe do apologize for the inconvenience it may have caused this customer and his group.After receiving the earlier bank complaint, we interviewed the staff on duty that evening and all three queried relayed the same details regarding this specific customerOur sduring festivals is that very few if any seating is available as customers come through for a tasting and departA few barrel tops were staged to allow folks to have a glass of wine if they preferred to stand and have a glass rather than a quick tastingWe had one table available and that evening, it was reserved for a birthday group coming in at 10pm, a group that had reserved the space over a month priorWe can corroborate this should you require that email exchangeA woman in the complainant's party evidently challenged the GM when he indicated we had a private party coming in who had reserved the tableShe asked what was he going to do if she didn't vacate the seat? He politely informed the lady that he'd have to ask her to give up the table when they arrivedShe then became verbally abusive using expletives, which is when the complainant and another male stepped in and the exchange escalatedWith other customers present to the profanity, the GM told the party that he was going to have to ask them to leaveThe gentlemen became confrontational and one picked up the wine bottle (empty?) as if to use it in a threatening mannerThat male then asked one of our staff who had stepped up what HE was going to do and he replied that he was also asking them to leaveThe GM then instructed another staff to collect the police who were stationed at the end of our blockAs the police arrived, the complainant's party started to vacate the premise and the situation was effectively resolved.In an effort to address this customer's continued concerns, we will be happy to issue a full refundThe inconvenience of the restroom was indeed something we regret for any of our customers and during a high traffic period such as GrapeFest is problematicPlease advise where this check should be remitted and we will remit the amount of $to the complainant.Please feel free to contact me further should you require additional information. Sincerely, *** ***

December 5, 2016To Whom It May Concern:We are in receipt of your letter dated 11/28/for the above referenced IDWe appreciate the opportunity to provide a response as we take every customer complaint very seriouslyThis particular response however does not requireinvestigation on our part at
this time, as we have already looked into this matter when the customer disputed his card transaction with the bank two weeks after the alleged incidentIn that dispute, he indicated to the bank in his affidavit that he had "returned the wine and no refund had been provided"He also indicated that he contacted the merchant atits Customer Service departmentWe provided full details to the bank at that time and the claim was denied by the bankIn short, we do not issue refunds as we do not take back wine once it has left the facility for tampering concerns but more importantly, the signed receipt on file indicated the bottle was in fact consumed in house as denoted by theBIH (Bottle In House) not BTG (Bottle To Go) on the receipt and a 20-25% tip was added by the customerFurther, as a small family owned business, there is no Customer Service departmentAll complaints are handled by the owners themselves and there was no record of this customer contacting the owners regarding this incidentWe first learned of it from our General Manager (GM) when debriefing from the weekend's events as we customarily do.To speak directly to the customer's complaint in this submission, we would like to acknowledge that indeed our bathroom experienced problems a couple days into the festivalThese buildings we operate in are historic and pipes date back to the early 1900's or before so it is not uncommon for a festival like GrapeFest where some 300,visitors attend to experience occasional problemsIt should be noted however that public restrooms were available one block north and one block south of our location in addition to the numerous other merchants along Main StreetA map was posted on the door of our restroom at the beginning of the festival noting additional facilities as is customary for us to do during festivalsEven with a fully operational bathroom, the lines are very long so it's been helpful for us to apprise customers of other restrooms while they waitThe City is also very cognizant of ensuring adequate public facilities for our guests to GrapevineWe worked diligently that weekend to resolve but believe Saturday was the day it became Out of Order, the day of this customer's visitWe do apologize for the inconvenience it may have caused this customer and his group.After receiving the earlier bank complaint, we interviewed the staff on duty that evening and all three queried relayed the same details regarding this specific customerOur sduring festivals is that very few if any seating is available as customers come through for a tasting and departA few barrel tops were staged to allow folks to have a glass of wine if they preferred to stand and have a glass rather than a quick tastingWe had one table available and that evening, it was reserved for a birthday group coming in at 10pm, a group that had reserved the space over a month priorWe can corroborate this should you require that email exchangeA woman in the complainant's party evidently challenged the GM when he indicated we had a private party coming in who had reserved the tableShe asked what was he going to do if she didn't vacate the seat? He politely informed the lady that he'd have to ask her to give up the table when they arrivedShe then became verbally abusive using expletives, which is when the complainant and another male stepped in and the exchange escalatedWith other customers present to the profanity, the GM told the party that he was going to have to ask them to leaveThe gentlemen became confrontational and one picked up the wine bottle (empty?) as if to use it in a threatening mannerThat male then asked one of our staff who had stepped up what HE was going to do and he replied that he was also asking them to leaveThe GM then instructed another staff to collect the police who were stationed at the end of our blockAs the police arrived, the complainant's party started to vacate the premise and the situation was effectively resolved.In an effort to address this customer's continued concerns, we will be happy to issue a full refundThe inconvenience of the restroom was indeed something we regret for any of our customers and during a high traffic period such as GrapeFest is problematicPlease advise where this check should be remitted and we will remit the amount of $to the complainant.Please feel free to contact me further should you require additional information. Sincerely, *** ***