Vinesse Wines

On March 15, 2016, L[redacted] King became a customer with Vinesse through a NRA Wine Club promotion. The promotion was to enroll into the 5 Seasons Wine Club and support the NRA with each shipment. The offer explains that when enrolling into the club, you are authorizing ongoing automatic wine shipments....

The offer is attached. On May 4, 2016, L[redacted] called Vinesse to cancel an order she accidentally placed through an email offer. This order was cancelled per her request, however, she never mentioned to cancel the membership at that time. On June 7, 2016 L[redacted] called to cancel the club and this was done and a credit request form was sent to the email on file. We understand L[redacted] was not receiving these emails, but we did send them on three separate occasions. L[redacted] reached out to our credit department through a separate email thread on June 16, 2016. The shipment that had processed on June 6, 2016 was returned and a full credit was issued to her account in the amount of $216.47. Therefore, no further credit is owed to the customer at this time. We do apologize for the amount of time it took to have this matter resolved and we will be looking into why L[redacted] was not receiving the emails from Vinesse. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11628669, and find that this resolution is satisfactory to me.
Regards,
E[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10814183, and find that this resolution is satisfactory to me.  Vinesse did provide a very acceptable and appropriate solution to the issue, and I appreciate their attention to the matter.
Regards,
C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11688745, and find that this resolution is satisfactory to me. Please have the merchant credit the 2000 miles account and close my account without further send out the second shipment. Thank so much for your help.
Regards,
L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11128939, and find that this resolution is satisfactory to me.
Thank you for your stated willingness to resolve this dispute and issue a credit.Proof that Citibank has dropped the dispute is attached. I have drawn a red circle around the relevant information. Please confirm receipt and let me know if there are any other conditions I need to fulfill.
Regards,
D[redacted]

The customer, S[redacted], joined Vinesse through our American Cellars Wine Club and the Earth-Friendly Wine Club. On the Vinesse website, it is explained that all returned shipments are issued credit less shipping and handling and less a 15% restocking fee. We charge a shipping and handling fee...

because Vinesse pays to ship the product back to our warehouse, when the customer should have called prior to the shipment being sent to cancel it. The restocking fee is charged because we have to restock the product, that may not be resold because it was already shipped once. Vinesse understands the member was not aware of the shipping and restocking fee for return shipments and we will award the credit to the member. Please see attached. Thank you.

D[redacted] Andre enrolled into the American Cellars Wine Club on April 14, 2016 through an American Airlines promotion, see attached. The promotion explains the enrollment authorizes automatic monthly deliveries and charges to receive American Airline miles. On the day of D[redacted]'s enrollment, she...

received an email to log into her member service center on Vinesse.com. Our records indicate that she did this successfully on April 14, 2016 and again on May 19, 2016 with a new temporary password. Through the member service center portal, members can review their upcoming shipments, delay upcoming shipments, view previous orders, and much more. Since D[redacted] logged into her account on April 14, 2016, her next ship date would have been seen as  May 9, 2016. At that point, she would have been able to delay that shipment if she did not want to receive it or call customer service to cancel it. D[redacted] did not contact Vinesse until May 19, 2016, 10 days after the shipment processed. At that point we could not cancel the shipment, since it was being delivered to her. After speaking with D[redacted] Andre, we understand there was a misunderstanding during the enrollment process and a full credit was issued for the returned product. No further credit is owed for the returned shipment. Thank you.

The customer, H[redacted], activated the American Cellars Wine Club through a mail in offer on February 2, 2016. The offer states that ongoing shipments will be shipped to the address provided with the form of payment attached monthly. On March 3, 2016 Helga contacted Vinesse to cancel the...

membership but disconnected the call before the representative could help her with the second shipment. After several phone calls with H[redacted], we have picked up the shipment and refunded the full amount of $114.99 to the account she had provided upon enrollment.

The customer, N[redacted], enrolled into the American Cellars Wine Club on May 26, 2016. We understand that the shipping company, Lone Star Overnight, did not deliver the second shipment on the customers account. The customer has contacted Vinesse since the incident and a full credit has been...

returned to the customer's account. No further credit is owed at this time.

The customer, N[redacted], joined the Vinesse Wine Club through an American Airlines promotion for our World of Wine Club to earn miles while you receive wine shipments. N[redacted] agreed to receive automatic shipments on 10/14/2014. The shipments are scheduled to ship every 45 days. On 11/25/2014,...

N[redacted] called Vinesse to place her account on hold due to travel until February 2015. N[redacted] called Vinesse on 2/26/2015 to extend her delay on her account until April 2015 because she was unhappy with wines received in October 2014. Vinesse has a 45 day policy on our satisfaction guarantee. The members shipment had been in her possession since October 2015 and she did not decide she wanted replacements until February 2015. On April 13th the delay for the membership ended and a resumption email was sent notifying N[redacted] of the shipments. On April 14th, N[redacted] contacted Vinesse only inquiring about getting replacements for a shipment well over the 45 day satisfaction guarantee, per email attached. It was told to N[redacted] that the replacements would be included in her upcoming shipment so she would not incur shipping charges. Even though her shipment was not within our guarantee, we were willing to send her replacements. N[redacted] responded stating she did not want the upcoming shipment. When she was then asked if she would like to delay the shipment, she did not respond. Since N[redacted] did not respond, her shipments resumed as they should on 4/20/2015. The shipment was delivered to the address on file on 4/29/2015. N[redacted] did not contact Vinesse again until 6/25/2015. N[redacted] had another shipment process on 6/15/2015 that was delivered 6/24/2015. We understand N[redacted] is unable to return the shipment, and we have honored a full credit for the latest shipment delivered, but we will not credit the April shipment as well. Thank you.

Complaint: 10667737
I am rejecting this response because:
I am rejecting this response because:The business is referring to an order last year. I  am disputing the charge for the online purchase I placed in error on May 27th 2015. The business verbally stated I would receive a full refund for $195.95 and never mentioned any fees/shipping charges. As I mentioned I signed up online on 27 May 2015 for an offer for $79.95 not for $195.95. After signing up for the offer I did not receive an email confirmation. But within hours I saw my account had been charged for $195.95 and not for $79.95. I called the business immediately on the 27th May and was informed my order transaction would be immediately cancelled and a credit for $195.95 would be processed as I did not qualify for the $79. However, two days later I still saw the charge on my account. I contacted Vinesse and spoke to a supervisor named Nicole who reassured me again I would be credited for $195.95. The bottom line is Vinesse was aware immediately of my online error in signing up for the $79.99 offer, but then charging me $195.95. I contacted the company within hours and can provide phone records and calls made to the company regarding this matter. The website mislead me by not prompting me that I did not qualify for this offer and instead led me to complete the offer for $79.95, took my money and failed to send me an email and then charged $195.95 to my credit card! Vinesse continued to deceive me and mislead me by telling me they understand and want to help me and will issue a full refund...that the company will ultimately do the right thing, and that is to issue a full refund. The company failed to notify me online at the time I applied for the offer and failed to send an email confirming the transaction.  I was not aware I did not qualify for the $79.95 until I saw the charge for $195.95 pending on my credit card within hours of the mislead transaction.  I contacted Vinesse on the 27th May, immediately after I saw the charge for $195.95. I have recorded phone conversations from the supervisors as well as other representatives stating repeatedly I would receive a full refund and no mention of any fees/shipping charges. I also have email activity from the company, which are not timely nor accurate. The company repeatedly stated it has problems sending emails to gmail accounts when I repeatedly asked why I didn't receive an email confirmation. The company is extremely deceitful, greedy, insensitive, and misleading. I am asking Vinesse to issue a full refund in the amount of $195.95 to my American Express account immediately.
Regards,
A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11116114, and find that this resolution is satisfactory to me.
Regards, I WOULD LIKE A CHECK MAIL TO MY ADDRESS  AT [redacted] STREET FL.1 HARRISON,NJ 07029
G[redacted]