Vinesse Wines

The customer, L[redacted], enrolled into the American Cellars Wine Club through the Vinesse website on January 24, 2016. On the website, we explain surcharges and taxes that are subject to certain states due to the alcohol laws in those states. On February 9, 2016, the customer called Vinesse to...

inquire about some missing bottles that were immediately shipped to them. At that time, the customer enrolled into the Grab Bag Wine Club, which has the pricing of $79.99 for 12 bottles. The customer did not want shipments for a few months, so each club was delayed for the customer. Once the delay was over, a resumption email was sent to the customer a week prior to the shipment processing and the customer contacted us after receiving the shipment about bottles they did not like. Our satisfaction guarantee is on our website, and states, that any bottles that are unsatisfactory to a customer will be included in the next club shipment, otherwise the customer must pay shipping fees to receive replacements. However, if wine is damaged, we send out replacements immediately at no cost to the customer. Since we were told the customer did not like the wine, not that it was damaged, we offered to send out replacements at the additional shipping charge since they are no longer a member. The annual fee was issued back to the member upon their request. The customer is sent a letter 30 days prior to the annual fee charge notifying them of the charge and that it can be used as a voucher on upcoming shipments. Since the refund was issued to the customer, we believe nothing further is owed. Thank you.

The customer, J[redacted], joined the Vinesse Wine Club through an American Airlines promotion on 7/9/2015. When activating the account the customer is agreeing to the terms and conditions, one of which being that the member must remain active for 21 days after the deposit date of the shipment...

in order to be eligible for bonus miles. Although the customer cancelled their account on 8/28/2015 and the second shipment had processed on 8/10/2015, we have honored the 3000 miles to his account because the shipment remains in his possession. Please see attached documents that the miles have been credited to the account.

The customer, S[redacted], enrolled through the Earth-Friendly Wine Club through his member service center. Vinesse does not have access to any member service centers, as members create their own usernames and passwords for this service. I have provided an example of a test member service center account, showing what it looks like when the member chose to activate the club membership. The member was issued a full credit for the shipment. Thank you.

The customer, E[redacted] Thompson, joined the American Cellars Wine Club through an American Airlines promotional offer. After enrolling through this offer, E[redacted] activated the Cabernet Wine Club through her web account on Vinesse.com. No employee has access to her web account, as she creates the account...

with a personal password and username, which is not relayed to the company employees for security purposes. E[redacted] called to cancel the Cabernet shipment on 9/2/2015 but the shipment had processed the day prior and was shipping to her. E[redacted] spoke to several Vinesse agents that told her to refuse the package upon delivery so she would not endure any costs to her. The shipment was delivered and signed for, and the policy was confirmed by the customer that she would need to return it at her own expense.  The shipment was returned and the entire amount of $104.95 was issued back to her bank account. We are not responsible for overdraft fees placed by her bank, as we have issued all monies withdrawn by our company back to the customer. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11689053, and find that this resolution is satisfactory to me.
NOTE: I will keep the wine and accept $45 credit to my card.  By the time I paid for return shipping and restocking, it would be about same result.  Please advise Vinesse
Regards,
Ralph Helwig

The customer, R[redacted], joined the American Cellars Wine Club on 5/20/2015 and received the first shipment. The member has since refused every shipment sent to him but has continued to request remaining a member with the club. Each returned shipment has been credited back to the member...

including the full amount of the last shipment for $207.49. Thank you.

Complaint: 11491162
I am rejecting this response because:Mr. S[redacted] has not or ever has spoke to a representative from Vinesse since a generic number is printed on their advertisement. In an email, they provided me with a telephone number to send a letter requesting a refund, however the number was a non working number and it was only after having put the charge in dispute, with my credit card company, did they provide that number to fax and all it kept doing was ringing and ringing.  Capital One Credit had the same issue, the number was not working.    As per my complaint, with Vinesse, it was clearly stated that that the wines were BAD, not DISLIKED as they would have you believe.  Within the attached files, if the product is damaged in shipment a refund would be given, item "A".  They keep pushing replacement, at my shipping expense, for which I do not want.  I want to be credited back.  I have requested a RA# and return label, so they could test the wine themselves, to no avail. Regards,
[redacted] S[redacted] ###-###-####

When reviewing the account that L[redacted] had with Vinesse, we see that Lee had been a member with the American Cellars Wine Club for 6 months and had one returned shipment. The shipment processed on June 6, 2016 and made the first attempt for delivery on June 13, 2016. UPS is scheduled to make a...

delivery attempt on 3 separate occasions unless otherwise notified. The second delivery attempt was made on June 14, 2016, and the third delivery attempt was made on June 15, 1016. At no point was there a request to hold the shipment for pick up so the package was returned to Vinesse. As stated in the Vinesse return policy listed on Vinesse.com under shipping and support, all credits for returned shipments will be incur shipping and restocking fees. No further credit is owed for the shipping and restocking fees. Thank you.

This customer, Helen Elizabeth Maki, enrolled through our American Cellars Wine Club on August 23, 2016. This club ships orders automatically once per month. She requested to put her shipments on hold until January through her web account portal. Helen received an email on January 2nd to inform her...

that her regular shipments will begin to resume. We did not receive any communication following that email to delay or cancel the upcoming shipment. The shipping carrier, GSO, attempted to deliver this package on January 19th. The customer was not available to sign for the package at that time so the shipment was returned to our warehouse. Credits for all returned shipments are issued a refund less shipping and handling and also less a 15% restocking fee. When this order was returned, the customer was refunded per our return policy. As of today, we have honored the full refund back to her account. Please allow 7-10 business days for the refund to post to her account. Thank you.

The
customer joined the American Cellars Wine Club through the link
provided, http://www2.vinesse.com/ualelem0215/? on 3/5/2015. The offer within this
link does illustrate you will receive 6 bottles each month at just
$12-$15 per bottle plus delivery. See attached documents. The customer delayed shipments for only the American Cellars Wine Club, as this was the only active club at the time, on 3/11/2015 until April 2015. When April came about, the customer was still only active in the American Cellars Wine Club and requested a delay for this club on 4/15/2015 until June 2015. On 4/20/2015 the customer mailed in the Elevant Society Club order form with no instructions to hold shipments at any point. The Elevant Society order form clearly states that you must contact the Elevant Society to cancel any shipments. The first Elevant Society shipment processed on 4/20/2015 and was delivered and signed for by the customer. We received no contact from the customer in regards to this shipment. The next shipment processed 5/21/2015 and was delivered and signed for by the customer. The
customer then contacted our company through his member service center online on 5/30/2015 to delay shipments in the Elevant Society. No credit is owed, as all shipments remain in the customers possession.

Complaint: 11450122
I am rejecting this response because:Vinesse 2nd response is nonresponsive to my answer to their 1st response including details of their false business practices.  Vinesse has, in NO way "honored a full credit..".If Vinesse would like to resolve this complain at this time Vinesse is welcome to mail a full apology acknowledging their false business practices - processing this order after receiving my cancellation; sending this order after receiving cancellation; making false claims that they began processing this order 4 days prior to the date of the order and the false claim that Vinesse has honored a full credit when Vinesse, in fact, forced me to dispute this charge directly through my credit card company due to Vinesse' refusal to issue a full refund even in the face of the above facts.As I already stated, if Vinesse is unwilling to take these steps to resolve this matter it will remain open with the Revdex.com until legal settlement through the FTC, the State AGs office and - if need be - my local courts should I need to take further action while awaiting resolution of the full refund.  In no case will I accept resolution prior to the 08/12/2016 date set for resolution of the chargeback Vinesse forced me to initiate in the face of their refusal to issue a full refund.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11780764, and find that this resolution is satisfactory to me.
Thank you I contacted my bank and they confirmed that my account was credited. 
Regards,
B[redacted]

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 6 bottles each month at just $12-$15 per bottle plus delivery. See attached documents. The 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 Society. The customer has received all shipments and has an active account with our company. The member did not request a delay on the Elevant Society membership until after both shipments had processed. Thank you.

Complaint: 10711970
I am rejecting this response because: Firstly, I did not receive an email inviting me to the wine club. I searched for a wine club and was impressed with "Satisfaction Guarantee" offered all over the Vinesse website. I ultimately chose Vinesse because of the fact that they had a Chardonnay Wine Club AND that I was guaranteed satisfaction with their product. On my original complaint email sent to Revdex.com, I included the email chain with Vinesse. You can see that I was NOT responded to in a timely manner and they did NOT offer to replace my bottles. They stated that since I had cancelled my membership (because it wasn't made clear to me that I would be charged $200+ for each shipment and that my in-laws would receive all 12 bottles in one shipment - the site is very misleading on this point), I would have to pay over $40 for shipping. This was an unacceptable response from a company who has "Satisfaction Guaranteed" all over their site and, frankly, one that has been endorsed by the Revdex.com. I am very unhappy with this entire experience. The wine was sub-par and the service is rude and in no way serving the satisfaction of the customer. I have offered several times (as you can see by my emails) to put the unopened bottles back in the case and leave on the porch for pick up and get a reimbursement to no avail. At this point, I will not accept replacements as I do not trust the product. I will only accept reimbursement for the 9 unopened bottles and I guess I'll just pour out the 2 opened and then re-corked bottles that are still sitting in my in-laws' fridge (and, for the record, wine does not sit around in their house EVER - if that gives you any indication how awful the Vinesse wine actually is). 
Regards,
S[redacted]

Complaint: 10641219
I am rejecting this response because:
Business does not understand the complaint.  1) The "one household" restriction is not written on the solicitation mailer I received from Club Carlson.  I have the original solicitation that was mailed to me in December with the exact wording for my file.2) Regardless of what was/was not stated in the offer, if the company decided I didn't qualify I should have been notified in advance that the price they wanted to charge was double what was advertised, according to the Federal Trade Commission, credit card banking regulations.3) I was promised a return credit slip by their phone customer service department if order to mail the wine back for a refund, but it was never sent.  I am asking for a refund of the wine, which is supposed to be covered under the company's customer satisfaction guarantee.Regards,
T[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11507835, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

The customer, K[redacted], activated the 5 Seasons Wine Club by mailing an order form back to Vinesse. K[redacted] has not contacted Vinesse to cancel the membership until now. The account has been cancelled and no further contact will be made with the customer, as they requested. Thank you.

On January 29, 2016, Ali Vafaei 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. Thank you.

Complaint: 10882837
I am rejecting this response because:What the seller just stated was an absolute lie/fabrication. I contacted them immediately after identifying the bait and switch fee increase on OCT. 2nd. I have proof of these emails.  I was told the order HAD NOT SHIPPED and was beginning processing but they refused to stop it while it was in processing (less than 24 hrs after order). And again, nowhere was I told either in written or verbal that I would be charged more (2.5X) than the offer price.
Regards,
D[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11774949, and find that this resolution is satisfactory to me.
Regards,
K[redacted]