Utica Wines & Spirits Inc

First off I am very sorry that this situation has happened.*** *** *** had purchased the *** coco over days before registering a complaint to me** *** expressed That someone had Hung up on himI am very sorry for thatwe tend to receive a lot of phone calls and interact with a lot
of people trying to get over on us in the liquor businessmy employee must have thought this was another one of those situations where someone was trying to get free liquor by complaining that the liquor is no goodAll liquor is distributed by the *** *** *** *** *** (***)every bottle that is on my shelf or any other shelf in the *** *** area is sealed by the factory from which it came fromPrior to making every sale each bottle is inspected my the sales cashier before being placed in the shopping bag for its customerThe two bottles ** *** purchased were no different.I have reviewed the security tape to make sure the sale was handled properly as my staff is trained to doThere is no evidence of tampered bottles from wha t I seen** *** never Mentioned The Seals were broken prior to consuming the alcoholWhich states to me the bottles were in the same state they were when they left the distillery/distributorsAll hard Liquors & Spirits do not have an expiration date(i.evodka , Rums, gins, Cognac, Wines,) you can easily keep a bottle of rum in your kitchen Cabinet for well over years and the contents inside will be no different from the day you purchased itWhen ** *** had Called and explained the situation to meI had explained to him, I am very sorry that this has happen to himThe problem that I have is that, If he had noticed a problem Right away with the bottle and brought back the bottle to me day of or even next dayI would have worked with him and found a way where him and I would both come to an agreement, where both party's stayed happy** *** had called Me weeks Later to complain about liquor he purchasedUnfortunately I don't know what has happen o r what those bottles have been Thur since leaving my store weeks agoHe could have misplaced them or some one could have done a switcharoo on himAnything is possibleIm a very understanding person when it come to problems with your purchaseThe customer is always right but in this situation Its ludicrous to try to get a refund or exchange liquor bottles that were purchased over weeks agoif there was a problem with the first bottle why open the second? Im very sorry for ** ***'s problembut as of now weeks later there is nothing more I or my establishment can do** *** is welcome to come back be a great customer as he isI will take him in with open loving arms and Offer him his next Purchase at a Discounted rate along with some free GiftsBut to go as far as saying We sell Counterfeit LiquorIll have what Hes Drinking .Thank you*** ***

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:
I wholeheartedly reject [redacted]'s response.  Immediately, he begins by being defensive and accusatory, and ends by poking fun at the situation.  I WAS his customer, I made a purchase and received an unsatisfactory product.  Is it my fault?  I, as his former customer, apparently have no recourse when a product he offers for sale is just plain awful.  I had purchased two (2) large 1.75 liter bottles of [redacted] Coconut Rum (which was a favorite of mine).  I am not a heavy drinker and like to keep some liquor on hand at all times, without having to make multiple trips to the liquor store (hence the large purchase).  If [redacted] checks his records, he will see that I WAS a consistent and regular customer, who made pretty much the same purchases, time and time again.  I was at his mercy.  I made a purchase from his establishment and the result was unsatisfactory.  What am I supposed to do, eat the loss, and he gain?  I am not concerned with his explanation of "a lot of people trying to get over on us."  I bought what was represented as [redacted] Coconut Rum and was hugely disappointed.  If I purchase spoiled milk from the supermarket, I bring it back.  Apparently, if I purchase apparent counterfeit alcohol from his liquor store, I eat the loss.  That's not right.  I would love to have this product tested to see what the heck is in the bottle that was sold to me (I still possess the virtually full bottle), but don't know how to go about that.  I am worried about what I'd consumed out of that bottle.  After I was told by [redacted] that there was nothing he could do for me, that I'd have to take up the issue with [redacted], I did just that.  I immediately filed a complaint via e-mail with [redacted], but, as of his writing, have heard no response.  I will NEVER patronize Utica Wines and Spirits/Liquors, ever again.  I will tell everyone I know about this incident and my concerns, as well as how I was treated upon complaining about the product.  [redacted] is welcome  to "have what Hes Drinking."  I doubt he'd do so, but he should have a taste of what his establishment sold to me.  I will try my best to have this establishment investigated by the proper authorities.  The thought of consuming possibly adulterated product is DISGUSTING and SICKENING!  And, unfortunately, I will not purchase [redacted] Coconut from any establishment, because this incident has soured me to the product.  The sickening taste of the liquid that remains in the bottle that I'd purchased from Utica Wines and Liquors/Spirits sticks forever in my brain and is associated with that brand.  
 
 
 
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Sincerely,[redacted]

Review: On 10/**/2014, I purchased two 1.5L bottles of [redacted] Coconut Rum for a total of $67.48. I finished the first bottle on 11/**/2014, and along with a friend noticed a foul taste of the contents. On 11/**/2014, I opened the second bottle and immediately noticed an odd, foul taste, no coconut flavor, and it burned and upset my stomach. I couldn't finish what I'd poured into the glass and had to discard it. I called the store (###-###-####) and reported this to an unknown person. The person told me that he doesn't know if I poured something else into the bottle. He said they are very busy and hung up the phone on me. I immediately called back and spoke to a "[redacted]," who stated he was the [redacted]. He told me that I had bought the liquor a "LONG TIME AGO," and if it were sooner, I could have brought it back and he would have offered me a "DISCOUNT" on another purchase. He also told me that I would have to contact [redacted] regarding the bad-tasting liquor. I reminded him that I'd purchased from his establishment many times before, and this time, I obviously didn't get what I paid for. I didn't purchase the product from [redacted], I got it from his store. I feel this product may be counterfeit and would like some assistance on how to proceed. I am disgusted with this experience and am deeply concerned about what I had ingested.Desired Settlement: Of course, I would like a full refund. I would also like to have the liquor tested to see if it is in fact rum and not some other form of alcohol. The taste is really foul and does not have the taste that I am accustomed to with the product, which I have been consuming for years. The thought of me (or any consumer) purchasing and consuming counterfeit liquor is horrifying; this issue needs to be thoroughly investigated.

Business

Response:

First off I am very sorry that this situation has happened.[redacted] had purchased the [redacted] coco over 20 days before registering a complaint to me. [redacted] expressed That someone had Hung up on him. I am very sorry for that. we tend to receive a lot of phone calls and interact with a lot of people trying to get over on us in the liquor business. my employee must have thought this was another one of those situations where someone was trying to get free liquor by complaining that the liquor is no good. All liquor is distributed by the [redacted]). every bottle that is on my shelf or any other shelf in the [redacted] area is sealed by the factory from which it came from. Prior to making every sale each bottle is inspected my the sales cashier before being placed in the shopping bag for its customer. The two bottles [redacted] purchased were no different.I have reviewed the security tape to make sure the sale was handled properly as my staff is trained to do. There is no evidence of tampered bottles from wha t I seen. [redacted] never Mentioned The Seals were broken prior to consuming the alcohol. Which states to me the bottles were in the same state they were when they left the distillery/distributors. All hard Liquors & Spirits do not have an expiration date. (i.e. vodka , Rums, gins, Cognac, Wines,) you can easily keep a bottle of rum in your kitchen Cabinet for well over years and the contents inside will be no different from the day you purchased it. When [redacted] had Called and explained the situation to me. I had explained to him, I am very sorry that this has happen to him. The problem that I have is that, If he had noticed a problem Right away with the bottle and brought back the bottle to me day of or even next day. I would have worked with him and found a way where him and I would both come to an agreement, where both party's stayed happy. [redacted] had called Me 3 weeks Later to complain about liquor he purchased. Unfortunately I don't know what has happen o r what those bottles have been Thur since leaving my store 3 weeks ago. He could have misplaced them or some one could have done a switcharoo on him. Anything is possible. Im a very understanding person when it come to problems with your purchase. The customer is always right but in this situation Its ludicrous to try to get a refund or exchange liquor bottles that were purchased over 3 weeks ago. if there was a problem with the first bottle why open the second? Im very sorry for [redacted]'s problem. but as of now 3 weeks later there is nothing more I or my establishment can do. [redacted] is welcome to come back be a great customer as he is. I will take him in with open loving arms and Offer him his next Purchase at a Discounted rate along with some free Gifts. But to go as far as saying We sell Counterfeit Liquor. Ill have what Hes Drinking .Thank you[redacted]