Vinesse Wines

Complaint: 11576789
I am rejecting this response because:
THis company
Regards,
N[redacted]

The credit to D[redacted]'s account was posted by Vinesse on May 23, 2016. It can take up to 7-10 business days for her bank or credit card company to reflect this credit on her account. As of today, June 20, 2016, our accounting department shows that this credit was deposited to her account on May 31, 2016. Please see the attached documents.

Revdex.com:
The offer made by this company to refund me the difference in what I was expecting to pay is a fair offer. I will expect a refund of $75.54,
Regards,
[redacted]

Complaint: 10723592I am rejecting this response because:It's true I responded to Vinesse's flier but for only one shipment. There was no explanation of club membership and automatic shipments when I made the order. In any case, it is a sneaky way of doing business, and the records in the public domain speak for themselves.Regards,M[redacted]

Complaint: 10711970
I am rejecting this response because: Interesting that a company who claims to have a Satisfaction Guarantee states that a customer, "will not be eligible for a credit to their account for satisfaction reasons." Hmmmm... I do not want replacements (nor the shipping fees associated) for your product as I do not TRUST your product based on the fact that of the three wine varietals sent, all three were unpalatable. As for the "shipment being perishable after opened", I can only assume that you mean that since we opened the case of 12 bottles, yet only uncorked 3 of the 12 bottles, the entire order is now perishable?? I question your logic on that one. I will go ahead and take a "discount" of the order minus the "restocking fee" and shipping charges - this should work out to be approximately $135 reimbursement and I'll accept nothing less. I think this is MORE than fair as Vinesse will be getting approximately $85 from me and I'll have nothing to show for it except 9 unopened bottles of awful wine and major frustration. I'll just plan to dump these remaining 9 bottles that you deem to be "perishable". Beyond disappointed with this supposed "Revdex.com Accredited Business" and I'll be sharing with all social media outlets as well as with all of my friends. 
Regards,
S[redacted]
The customer states she joined through our website where there is a detailed explanation of our satisfaction guarantee. The details explain that you will not be eligible for a credit to your account for satisfaction reasons, but we will send you replacements in your next shipment. If product being received for satisfaction is not sent in the next shipment, we will charge a shipping fee. Shipping fees for a 12 bottle case is $34.00. Also, on the website the customer says she joined through, is the information that an email to our support center can take up to 3 business days to receive a response. The member was contacted the same day of the initial email sent to our company. Vinesse cannot authorize pick up for shipments that have been opened, as product is perishable and cannot be returned after opened. We can authorize a discount of 40% to be issued to the customer to keep the shipment, since the shipment has been opened. The total price customer will have paid after the discount, if it is accepted would be, $112.98. Thank you.

All mailers request you see more details about the offer online with the link provided, http://www2.vinesse.com/alaska2015/?. The customer used this link to join the club, meaning they would have to see the one per household restriction in the terms listed on the sign up page. We understand the customer did not receive a notification that the promotion would not be honored. However, if terms were read, the customer would have seen they wouldn't be eligible. Customer took advantage of our offers multiple times in the past, and terms are listed on all offers. Our company does not send out return slips as goods are perishable, making them final sale. The customer was told her would receive a Credit Request Form, which is emailed to the customer and submitted with their request. The Credit Request Form was sent to the customer but he never submitted it. We will honor the price adjustment but we cannot honor the promotion points/miles, as this is against our contract with the partnering company. Our satisfaction guarantee does not offer credits, only replacements for wine members are unhappy with.

The customer, M[redacted], contacted Vinesse Wine Clubs on 5/12/2015 to join the American Cellars Wine Club. The offer is explained to the customer when calling that they are authorizing automatic shipments each month and at any time they may call and cancel the club. Three shipments were...

delivered to the address M[redacted] provided and remain in his possession. M[redacted] contacted Vinesse on 7/20/2015 to stop all shipments, and this has been done. Thank you.

The customer, D[redacted], joined the American Cellars Wine Club through a Hawaiian Airlines promotion back on April 4, 2014. The customer then cancelled the account after receiving only one shipment on April 17, 2014. The customer rejoined the American Cellars Wine Club through a similar Hawaiian...

Airlines promotion on October 1, 2015, but was disqualified from receiving the promotion because she had already taken advantage of a promotion in the past with Vinesse. On the terms and conditions of both offers, it is explained that all offers are for new customers only and are one per household. Since the customer had already used an offer with us before, this made her ineligible to receive the promotional pricing. The customer did not contact the company until October  6, 2015 to cancel the shipment and the shipment was delivered to the customer on October 3rd. The customer was aware that if they want credit, they would need to return the shipment at their own expense. Please review the attached documents. Thank you.

I've attached a copy of our return policy for returned shipments.  I've also attached notes from your account, showing that you called to cancel your membership on 9/14/16.  I've also attached a copy of your transactions showing that the shipment had already processed on 9/12/16, two days...

prior to your cancellation, which is why the restocking fee was applied.  We apologize that you did not understand that you joined a wine club with monthly shipments.  Due to this misunderstanding, we will honor a full credit and issue a refund to your account for the difference of 39.77.  Please allow 7 to 10 business days for the refund to process and reflect on your account.  Thank you.

Complaint: 11552777
I am rejecting this response because: I requested no hold on any shipment. Yes, account was credited, but they are not being honest as to why. Just glad it is over with and I will never recommend this to anyone.
Regards,
C[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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12224970, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

We are sorry to hear about your experience, however is it possible that you might have Vinesse confused with another wine club?  We do have a membership under your address and phone number under the name of C[redacted].  However we have not sent you any shipments since October, as there...

was a request to delay the November and December shipments, due to having too much wine.  I see we are also sending you replacements for wine that you did not enjoy.  These are sent with the next shipment, which is scheduled to ship in April.  I have attached the notes from our system that indicate these conversations and delays to your deliveries.  I have also attached a copy of the transactions on the account, showing that the last shipment sent to you was in October. If you wish to not receive the April shipment, or have any other questions or concerns, please contact customer service at ###-###-#### Monday through Friday, 6:00AM to 5:00PM PST.  Thank you for choosing Vinesse!

The customer, Brian Arnold, was issued a credit for the return shipment per our policy listed on Vinesse.com. Brian did not cancel the account until August 24th and the shipment had processed on July 17th. Once the shipment was returned, a credit less $25.00 for shipping and handling fees and a 15%...

restocking fee was issued to the customer in the amount of $78.62. Our return policy on Vinesse.com explains the fess for all returns. On September 4th, the customer contacted Vinesse requesting the return fees be issued back to his account, because he was not aware of the charges. We have honored the customers request and a full credit was issued to the account. No further credit is owed on this transaction. Thank you.

On January 29, 2016, Jeanette Valencia, joined the American Cellars Wine Club using the web link http://www2.vinesse.com/hwes0116/?. This offers terms and conditions explain that all offers are limited one per household. Jeanette received two shipments and requested to cancel her membership due to...

no longer drinking on April 27, 2016. On May 2, 2016, Jeanette joined the American Cellars Wine Club through the link http://www2.vinesse.com/hwmpe0416/?. The terms and conditions advise all that enroll that the enrollment miles and discounted rate are for new customers only. Since Jeanette had previously been a member, she was not eligible for the discounted price and she returned the shipment. The policy for all returned shipments is listed on Vinesse.com and states that the refund will be less shipping and restocking fees. The credit for the returned shipment has been applied for the member and the membership has been cancelled. Thank you.

Complaint: 11451990
I am rejecting this response because: the merchant has not addressed my complaint at all. My coplaint is about the unlawful charge on my credit card without my consent. I want the merchant stop charging customers for the amounts more than what they agree to pay. Also, the merchant has to make their terms and conditins clear to customers. I have not yet been able to locate what the merchant claims that is specified in the terms of the agreement.
Regards,
[redacted]

The member enrolled in our promotional offer on 8/23/16.  On 8/29/16 the member called to cancel and we explained our terms, that you must be active for 21 days in order to receive the promotional miles.  Based on this information, the member decided to remain active, we lowered their...

bottle count, as well as delaying their next shipment to ship at the end of September.  The member has only received one shipment upon activation.  This membership has not been cancelled, based on the decision of the member on 8/29/16.Please see attached copies of our terms and conditions that explain the 21 day policy, the transaction history that shows only one shipment, and the customer notes from our system documenting conversations.If the member would like, we can cancel the membership at this time and honor the first 2000 miles only.  The second set of 3000 miles is honored with the second shipment, which would not ship if the member chooses to cancel.

We apologize for the emails that you received regarding our promotional deals.  You have been unsubscribed and your email removed to confirm that you will not continue to receive our emails.  If for any reason you continue to receive them, please contact our customer service department at...

###-###-#### however I trust that this has resolved the problem.  Thank you.

The customer A[redacted] joined our 5 Seasons Wine Club through our online portal on 5/1/2015. A** called to cancel her account on 5/12/2015 because she had three memberships under the same address. We cancelled all the accounts the member had signed up under per the customers request. On our...

website, which is where the member joined, we list all our policies under "Shipping and Support." The "Credits and Returns" section states that if a shipment is returned as undeliverable within 45 days of shipping, we will issue a credit to the original form of payment less a 15% restocking fee, less shipping and handling. Under our satisfaction policy at the top of the page, we state you may receive replacements for wines you do not like. However, we do not state on any forms that the customer may receive a full credit for their purchase. Thank you.

The customer, D[redacted], contact Vinesse Wine Club on 7/2/2015 in regards to a table top opener he received with his first shipment. During the conversation D** had mentioned that a the table top opener gift had pushed a cork into one bottle he had. The customer service agent D** had been speaking...

with offered to send a replacement for the opener **d the bottle of wine that the cork fell into. D** told the agent he did not replacements for either. D** has not contacted Vinesse since this phone conversation. Vinesse has a satisfaction guar**tee on all of our products. The satisfaction guar**tee provides replacements in your next shipment at no cost. If a bottle is damaged, we will send replacements at no cost immediately after being notified, unless the member refuses them. The customer, D[redacted], may receive replacements for **y wines he does not like, per our satisfaction policy. Th**k you.