Vinesse Wines

The customer joined the American Cellars Wine Club through the link provided, http://www2.vinesse.com/ualelem0215/? on 3/5/The offer within this link does illustrate you will receive bottles each month at just $12-$per bottle plus deliverySee attached documentsThe customer delayed shipments for only the American Cellars Wine Club, as this was the only active club at the time, on 3/11/until April When April came about, the customer was still only active in the American Cellars Wine Club and requested a delay for this club on 4/15/until June On 4/20/the customer mailed in the Elevant Society Club order form with no instructions to hold shipments at any pointThe Elevant Society order form clearly states that you must contact the Elevant Society to cancel any shipmentsThe first Elevant Society shipment processed on 4/20/and was delivered and signed for by the customerWe received no contact from the customer in regards to this shipmentThe next shipment processed 5/21/and was delivered and signed for by the customerThe customer then contacted our company through his member service center online on 5/30/to delay shipments in the Elevant SocietyNo credit is owed, as all shipments remain in the customers possession

The customer joined the American Cellars Wine Club through the link provided, http://www2.vinesse.com/ualelem0215/?The offer within this link does illustrate you will receive bottles each month at just $12-$per bottle plus deliverySee attached documentsThe two shipments in April and May are from the member submitting an order form through the mail to join a second club called the Elevant SocietyThe customer has received all shipments and has an active account with our companyThe member did not request a delay on the Elevant Society membership until after both shipments had processedThank you

The customer joined our program in September using the promotion for United Airlines and cancelled one month later in October During the time of that enrollment the customer was denied miles due to a previous enrollment in August of for M*** ***M*** *** has the exact
same address as T*** ***, therefore disqualifying T*** from receiving miles per the terms and conditions in all of our offersI have attached a copy of the terms and conditions for reference to our one per household policyIn October a different account for T*** *** was enrolled through a Delta Airlines offer at the same address and we went against our agreement with the airlines and issued the miles for this promotion for customer satisfactionIn October another account was activated under a C*** *** for a Carlson Club promotion and again, the miles were honored against our policy and agreement with the Carlson ClubWe cannot honor the miles or price for the new account that has been reactivated by T*** ***, as they have received our offer separate timesThank you

We have reviewed the customers complaint and understand he was not aware of our one offer per household policyWe have awarded the miles in full to the customer's wife's accountPlease allow two weeks for the miles to post to the accountWe do apologize for any misunderstanding, however, in
the future the member will not be awarded miles under the same circumstancesAttached is a copy of the terms and conditions on all of our offersThank you

The customer, M[redacted], activated the American Cellars Wine Club account through a mail offer with Vinesse. The mail offer stated that by signing the bottom of the order form you are authorizing automatic shipments each month for a cost of $90.00 plus shipping and tax. M[redacted] returned the order...

form signed to Vinesse with authorization for the ongoing shipments. The second shipment to the customer was returned and a credit less shipping and handling and less a 15% restocking fee was issued to M[redacted], per the Vinesse return policy. The return policy is listed online for all customers to view. Therefore, no further credit is owed to the customer. Please see attached documents. Thank you.

We apologize for the confusion you are experiencing.  I've attached a copy of the notes in our system, showing the detail of your account.  I see where you attempted to activate a membership online and were disqualified on 11/4/14. The notes also show your previous membership that was...

cancelled on 3/25/16, which was the reason for you not qualifying for another promotion at this time.  These notes also show the cancellation at 1:00:18 PM on 11/4/16.  At 11:23:07 PM on the same day, 11/4/16, it appears you went online and re-activated your membership.  This may not have been your intent, but this is how you ended up with an active account and a shipment that was delivered. I've also attached a copy of your transactions, showing the ship dates.Due to this confusion, we will honor a refund of $114.99.  Please allow 7-10 business days for the refund to appear on your account.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11578033, and accept this resolution is satisfactory of a full refund of $123.49. This doesn't address the issue of the three bad bottles of wine, but we just wish to be done with this company.
Regards,
W[redacted]

Complaint: 11720133
I am rejecting this response because:
Regards,
J[redacted]
I did not  give Vinesse Wines permission to take/steal money from my checking account for any future statements.  I cannot read on the web the forms that they sent. Where is it stating that I explicitly gave permission to have Vinesse take money from my checking account.  I send a check to my utilities company every month and they have never taken money from my account  
without my permission.  I have not received a refund as was stated in the response.  I want all of the money that Vinesse STOLE from my account: $370.00.  I want responses via USPS and not the internet since that is the way I was solicited.  I want a legible copy of the contract Venesse said that I signed sent to me via USPS.  This is a company that would have continued to ship wines to my address and continue to steal money from my checking account without my express permission forever.  This could have continued forever  with no notification to the customer that a shipment was ready for shipment.  I have ordered from other Wine companies and was always alerted that a shipment was about to be sent so I could decline or accept the shipment.  Vinesse never did that and just sent wine to my address every month though the shipments were never received.  They stole money from my checking account without my permission. They stated that full refund was paid on 9/19/16 and that is a LIE.  I have no evidence that that was done.  I want $370.00.   I sent a ONE-Time check for $39.00 for a trial shipment of wine.  I did not give this company permission to take money from my account.  I was sent shipments of wine which was never accepted.  I was never at home and had no prior notification that a shipment was being sent.  Vinesse has my money and their wine and I have been screwed.  How is that legal and/or right?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11604248, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

The customer, [redacted], enrolled into the American Cellars Wine Club for the first time on October 14, 2015 through the attached offer. The terms and conditions on this offer explain that the offer is valid for new customers only. Since this was the first time [redacted] had been a customer with Vinesse, he received the promotional price that was offered. On November 16, 2015, after receiving the second order for this offer, [redacted] called and cancelled his membership with the American Cellars Wine Club. On May 13, 2016, [redacted] re-activated his account with the American Cellars Wine Club through the Hilton Honors Offer with Vinesse that is attached. The terms and conditions on this offer also explain that the offer is valid for new customers only. The price was not honored because [redacted] had been a customer with Vinesse a year before and was disqualified from receiving another promotional price. We understand [redacted] did not read the terms and conditions before re-activating his membership and he has refused the shipment. Vinesse has honored a full credit for the amount of the returned shipment of $114.99. No further credit is owed. Thank you.

We regret to hear you were not please with the table top opener that was offered with our introductory shipment, as most of our members are very please with this free gift.  I've also attached a copy of our satisfaction guarantee, which can be found on our website.  Vinesse will replace...

wines that members are not pleased with within 45 days, and send it at no charge with their next shipment.  Because you are no longer a member, you have no additional shipments, which is why the customer service representative advised that you would be responsible for shipping costs.Due to your dissatisfaction with our gift and product, we will replace the wine with no additional shipping costs.  Please allow 7-10 business days to receive your shipment.  Feel free to contact Vinesse customer service at 800-823-5527 for tracking information or any additional questions you may have.  Thank you.

On December 18, 2015, the customer, E[redacted], activated the American Cellars Wine Club with Vinesse through a Hilton Honors promotion. The promotion advises there will be monthly shipments at a higher cost than the introduction shipment. On January 15, 2016, E** logged into their member service...

center on Vinesse.com and changed the bottle count from 6 to 2 bottles and delayed the account until March 2016. On March 7, 2016 an email was sent to the email address the customer provided upon their enrollment that their shipments will begin processing again. On March 14, 2016 the second shipment processed, since E** did not contact Vinesse to cancel. On March 30, 2016, E** contacted Vinesse to cancel the club and demanded a full credit for the shipment. A Vinesse customer service agent let E** know that our po**cy, as stated on the Vinesse website, is a refund less shipping and a 15% restocking fee for all returned shipments. Since this conversation, E** has disputed the charge and money was refunded to them by their bank. No refund is owed unless the dispute is dropped. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11457047, and find that this resolution is satisfactory to me.
Regards,
Da[redacted]

The account for the customer was refunded in the full amount. We understand there was an error when the order was processed and we have waived our policy due to the inconvenience. No further action is required. Thank you.

On June 10, 2016, C[redacted] activated an account with Vinesse for the American Cellars Wine Club. During the activation of her wine club, she notified the representative to hold the introduction shipment until June 20th. The representative placed the account on hold and added a notification...

to send the introduction shipment out on this date. Another representative received the notification and processed the shipment for the customer, and did not notice a separate shipment processed as well. Vinesse has recognized and corrected this situation. The shipment has been picked up at no charge and the full amount of the shipment was refunded back to C[redacted]'s account. Thank you.

The customer, C[redacted], joined the American Cellars Wine Club through a Vinesse Priority Order Form which is sent through the mail. The order form notifies the recipients, that by turning in the form, you are authorizing monthly wine club shipments at the regular price of $90.00 plus shipping and...

tax where applicable. The introduction shipment was received and signed for by C[redacted] on June 13, 2016. On July 1, 2016, the second club shipment processed as scheduled. On July 5, 2016, William Wurtz called to cancel the club, but the second shipment was already shipped and in the possession of UPS. William said that a few bottles were bad and a credit and replacement form was sent to the email he provided. On the form, our return policy is stated that you will receive credit less shipping and handling and less a 15% restocking fee. William had called back to state he was not happy with the policy and was asked to reply to the form that was sent. William was offered replacements in the form but he did not reply to the email that was sent for him to accept the replacements, therefore, they were not sent. In order to compensate William and C[redacted] for the spoiled wines, Vinesse is willing to waive the shipping and handling and restocking fee for the returned second shipment. Therefore, instead of receiving a credit in the amount of $83.71, they will receive a credit in the full amount of $123.49. Thank you.

The customer, Chad Baltz, joined Vinesse through an American Airlines promotion in December 2013. Chad received 3 shipments through this promotion and 5450 miles to his American Airlines account. The promotion was for 2000 miles for his first shipment, and 3000 miles for the second shipment. Every...

shipment following would be issued 5 miles per dollar spent. The terms and conditions on this offer state, that the offer is for new customers only and it is one per household. In May 2014, Chad contacted our company to cancel his membership. In May 2015, Chad re-activated his account with an United Airlines promotion. This promotion offers 2500 miles for your introduction shipment, and 4000 miles for your second shipment. This promotion also lists in the terms and conditions that the offer is for new customers only, and it is one per household. We can honor the price difference to the member, however, he agreed when rejoining that he would not receive the miles since he was a customer before. Thank you.

On January 29, 2016, [redacted] activated the American Cellars Wine Club with Vinesse through an American Airlines promotion to receive miles for wine shipments. This offer was for an introductory offer of 6 bottles of wine for the price of $45.41. Ali proceeded with this offer and received two club shipments through Vinesse, receiving a total of 5000 miles to their American Airlines account. On the date of April 14, 2016, Ali decided to discontinue the American Cellars Wine Club membership. One month later, on May 16, 2016, Ali re-activated the American Cellars Wine Club with Vinesse through an E-Miles promotion. This offer included an introductory shipment of 6 bottles of wine and airline miles for $41.95. On the terms and conditions at the bottom of the offer, a page populates notifying members that this offer is only valid for new customers only and that if you have taken advantage of an introductory offer within the last 24 months, you will be allowed to enroll but may not receive the introductory offer or miles. Therefore, the customer was made aware that the introductory price would not be honored since he had taken advantage of the offer within the last 24 months. The customer, Ali, has issued a chargeback on the transaction and the shipment remains in their possession. Vinesse is willing to have the shipment picked up and a credit to be applied, however the customer must drop the dispute and provide proof to Vinesse. Until then no credit can be issued on a disputed transaction. Please see the attached documents for proof of terms and conditions. Also, you may view the terms and conditions on the webpage http://www2.vinesse.com/emil2016/? located at the bottom of the page.

We do apologize for any misunderstanding there was with the customer, Mr. C[redacted]. Looking further into the matter, we concluded that there was an error when the system generated the order and created two. The account has been issued a full credit in the amount of $173.99. The customer...

may keep the shipment if he wishes, as this was our error. Thank you.

The customer, M[redacted], has been speaking with a customer service representative regarding his most recent shipment. The customer had issued a chargeback with his bank, which has now been reversed, to receive a replacement shipment at no cost. The replacement shipment is part of the Vinesse...

satisfaction guarantee, as we do not issue credits for wines customers did not like. The representative was waiting on a response about which wines the customer would like to be sent as replacements, but we have not heard a response. If the customer would like the replacements, we are happy to have those sent immediately at no cost to him. Thank you.