Vinesse

Review: I called Vinesse wine Company and I wanted to discontinue there services and that I was going to refuse shipment of any Wine sent to my home. They were to issue me a refund but,instead they charged me for another shipment for $115.00 from my bank account. The refund was to be sent from last months shipment which I have not received so now they owe me for 2 shipments that I have not received and they have not cancelled my orders as directed. They owe me $230.00 and I want my money refunded not charge me instead. This has become a night mare and I want it to stop.Desired Settlement: I want a refund of $230.00 and to discontinue my membership in this Wine Club.

Business

Response:

A check in the amount of $230 will be sent to the customer the week of 5/25/2013.

Review: I tried this new wine club after receiving a promotional deal in my Omaha steaks shipment, which was a gift. I've had good experiences with other wine clubs and decided to give American wine cellars a try. My first shipment came and I was not impressed with the quality for the price of the wine. I called and canceled my membership and the customer service rep was very nice and took care of it immediately. Fast forward 4 months and I receive a weird charge on my creditcard under vinesse 5 seasons. I called my bank and they explained the charge would expire since I didn't make any purchases and it must be an entering error and at this time I did not connect the two companies. The charge went through a few days later and I called the company explaining I did not order anything and it must be a mix up. The lady told me my account was still active and I didn't cancel my membership with american wine cellars and the case of wine was already in transit for $163.98 (double the original price I paid) and there's nothing she can do. I would need to refuse the order to be reimbursed however I'm responsive for the shipping fees to and from me which equals about $40. The manager will be calling me back when she "gets in the office." In the meantime I will be calling my bank regarding these fraudulent charges. Buyer beware!Desired Settlement: I would like the entire amount refunded without shipping fees being deducted.

Business

Response:

I contacted the member and let her know I issued a full refund in the amount of $163.98

Review: This company sent me an advertisement for 5 Seasons wines that was in no manner marked as a product of Vinesse. When I responded to the ad it prepared a shipment wine other than that mentioned in the ad and at a price almost 3 times as high. I called as soon as I became aware of this and cancelled the order and my subscription. the agent told me that it was within time to stop the shipment and that there was no problem. Nonetheless the company tried to ship and I refused the shipment. At that point they decided to charge me for shipping and a restocking fee, amounting to $42.44 in total. I should not be charged anything because their agent told me that the cancellation had occurred. this is not a reputable company, their advertising is misleading and their practices usurious.I would like a refund of my $41.44 change.Desired Settlement: Refund of $41.44 charged for shipping and handling.

Business

Response:

The customer, V[redacted], became a member with Vinesse on 6/2/2014 with a US Airways promotion, web link . After three months in the American Cellars Wine Club through the US Airways promotion, V[redacted] cancelled her account on 9/26/2014. On 7/9/2015, V[redacted] reactivated the American Cellars Wine Club through an American Airlines promotion, web link http://www2.vinesse.com/aaem0715/?. Although this reactivation is against our policy that all promotions are for new customers only, we honored the promotion price of $41.95 for the customer. On 9/4/2015, V[redacted] activated another wine club through the same account, trying to take advantage of the system and receive another promotional offer for the 5 Seasons Wine Club, web link https://www.5seasonswine.com/enjoy0515/[redacted]0815DL. This promotion was denied and the shipment was returned. We have honored a full credit back to V[redacted]'s account, as she stated she wasn't aware all the clubs were related. We have attached screenshots from all three offers V[redacted] signed up for, showing that all the clubs were related through Vinesse, and that the terms and conditions state that all offers are one per household and for new customers only. No further credit is owed to V[redacted] for the transaction in question, since the full credit of $163.98 was issued to her account. Thank you.

Review: Like many of the other customers who have filed complaints, I signed up for Vinesse through a promotional offer that promised 6,500 miles signing up and ordering two shipments of wine. A while after my first shipment I noticed that my miles had not posted to my account and inquired about them. I received notice back that I would not be awarded miles since someone in my household had already used Vinesse. I reviewed the offer and promotional materials and did not see anything about the exclusion. I called Vinesse on 4 occasions trying to resolve this. Each time, I was told that all supervisors were busy but that a supervisor or someone who could help me would call me back. I never received a call back or any response. I'm including dates and names of the representatives I spoke with below:- 7/31/15: T[redacted]- 8/3/15: A[redacted] F- 8/4/15: K[redacted]- 8/17/15: A[redacted] F- 8/19/15: K[redacted]Today (8/19/15) I called and stated that I would wait on the line until a supervisor was available since I couldn't get a call back. I waited for 17 minutes on hold before K[redacted] came back on the line and said the the supervisor would have to contact the main office and someone from the main office would call me back.Desired Settlement: I want the 6,500 miles that were advertised credited to my account.

Business

Response:

The customer, J[redacted], joined the American Cellars Wine Club through the United Airlines promotion using the web link, http://www2.vinesse.com/ualelweb2015/?. [redacted] activated her membership on July 7th, 2015. Prior to J[redacted] activating her account, N[redacted] Russell, at the same shipping address activated, another United Airlines promotion on May 17th, 2015, through the link http://www2.vinesse.com/ua[redacted]5/. N[redacted] Russell received a total of 6500 miles to his account for the first and second shipment, per the offer he enrolled with. When J[redacted] enrolled through the same promotion to earn 6500 miles for two shipments, she was disqualified due to our one per household rule. On both the promotional web links the terms and conditions read that the offers are limited one per household. Since N[redacted] had already taken advantage of the promotion, J[redacted]'s enrollment was not eligible to receive the miles. J[redacted] contacted our company on July 31st about the promotion and was emailed a points and miles request form, per our procedure. J[redacted] did not email the request form back to Vinesse until August 3rd, when she called the second time. Our agent, P[redacted], responded through email to J[redacted] the same day August 3rd and she did not reply. On August 4th J[redacted] called to request a delay on her account. J[redacted] did not contact us again until August 17th to inquire about the promotion. We ask members allow 2-3 business days for a follow up. Customer is not eligible for miles since they were received by previous customer in same household. Please see the attached documents.

Consumer

Response:

Review: 10773783

I am rejecting this response because: as evidenced by my and many other consumer's confusion (based on the number of complaints on the Revdex.com website) the terms of the offer are not easily found. Additionally, to not receive even one call back after being told on five separate occasions at a supervisor or someone would return the call is unacceptable. It feels like the business would prefer to ignore their customers in hopes that they will give up, rather than resolving (or even addressing) their concerns.

Regards,

J[redacted]

Review: I was contacted by Vinesse to take advantage of a special price deal for a case of wine, fully guaranteed and if not satisfied, return for full credit. Upon receipt of shipment I decided to return the entire shipment upon delivery due to final membership terms I was shared with that are not acceptable. Vinesse has only credited $78 whereas the charge amounted to $109! They claim I owe them for freight plus 15% re-stocking fee. For trial orders/ trial shipment and to start a trial membership, they do not list a re-stocking nor debit for freight anywhere. Only for regular orders/ follow-up shipments did I see a potential re-stocking charge.I want to have a credit issued for the remaining $30Sincerely,Axel BaehrenDesired Settlement: Credit $30 to the CC on file with Vinesse

Business

Response:

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.

Consumer

Response:

Review: 10685348

I am rejecting this response because: The shipment was returned by me the same day it was received and the seller in turn received the goods back on the 5th day. It has nothing to do with "being returned as undeliverable within 45 days of shipping"I am still entitled to a full refund as it was returned within the terms and condition of an introductore order/offer. It says that if not satisfied, a refund will be granted as I paid for the return shipment.

Review: I signed up to receive monthly shipments of different wines through the Vinesse wine club. After 3 months of shipments of these sub-standard tasting wine on 11/4 I called to complain of the quality of the taste of the wines. I was told that this particular grouping of wines that Vinesse distributes from those vineyards are for those persons with a particular taste for those wines. I was now trying my fourth bottle of wine and still was not satisfied. I called on 12/15 and cancelled my monthly shipments permanently. I was told that the December shipment had not been pulled yet so that should not be a problem. On 12/24 a shipment was sent to my home and upon checking my credit card I saw that Vinesse charged my card $117.49, without my approval, on 12/15 the same day I had cancelled my shipments. Upon calling customer service I was told I had to pay to return the wines to them and that a form would be emailed to me to fill out to get my credit card credited. I was fortunate to get in touch with UPS and they picked up the wines and returned them to the company. I was not home when the package came and the package was not signed by me, whom it was addressed to. Customer service also said they sent me an email on 12/16 that said they were not able to stop the shipment. I checked my primary emails, spam, deleted emails, promotion email and social emails from 12/16 and the day before and after and told customer service no email was received and that no phone call was received either. It has been 3 hours since I called Vinesse and no email form has been received.Desired Settlement: Credit regarding unauthorized charges on my credit card.

Business

Response:

Requested full refund in the amount of $117.49 for the shipment the member was told was cancelled. I have requested the refund as of today 1/6/2015. Please allow 7-10 business days for the refund to post to the account.

Review: I am a Vinesse member since January. Signed up because the selection of the wines sounded great and also because a bonus miles promotion. I was charged $ 41.95 as promised for the first shipment and the next shipment was supposed to be a month later. However, company sent the shipment without notifying me first like most clubs do and instead pushed me with another bulk of wines which are terrible and I could not return. The return charges were outrageous which forces you to keep the wines. Company then refunded me 58.74 but I am still not satisfied with ANY of the products they sent. I called the customer service and to return the wines for a replacement or refund it will cost me double.The company advertises well, but the products are terrible making it extremely difficult to return/replace due to high costs.Desired Settlement: I would like this subscription to be cancelled once and for all and I demand a refund of 58.74 and 41.95 for all the trouble I had with this "club" that was supposed to be something good but there is nothing good about. I did not like ANY of the wines sent. ANY! And it seems like it is a recurring issue with everyone.

Business

Response:

This member specifically agreed to a half refund for the second shipment per the notes in his account from our customer service rep (image is attached). We do not refund shipments for unsatisfied wines, we do however, send replacements to the member's at absolutely no cost. Please see the attached image of the member's notes and of our terms and conditions on our website which states the member is eligible for a replacement shipment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10565684, and find that this resolution is satisfactory to me with the following conditions:

Review: Review: I received an email advertising a special. After clicking the link my browser opened the email special and the opportunity to reserve the offer and learn more. I had not been logged into the website or my account. With just two accidental clicks, I suddenly was thanked for my orders that had been reserved for me! No log-in was required, no confirmation, not credit information, I had simply clicked ONE button, by accident - remind you! The next day I logged in to my account to find that the company had in fact charged my account for two orders, without my permission. I immediately called and the operator explained that all my account information associated with that email was automatically used and granted permission to charge my account. This is not safe and completely irresponsible. When I called, I was told how the order could not be cancelled because it was already being processed for shipping and that I would have to cancel the order after it was shipped or refuse the delivery. I refused both orders over two weeks ago and still have not received my refund, which was suppose to be in full after cancelation. Vinesse appears comfortable with its deceptive business practices based on my conversation with their customer service. It's hard to believe better safe guards are not mandatory with alcohol being involved.Desired Settlement: A full refund and implementation of proper safe guards in the ordering process that require confirmation of orders.

Business

Response:

I have created 2 refunds for $227.25 for a total of $454.50. It will go through on Friday June 28.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9599929, and find that this resolution is satisfactory to me.

While I accept the companies response, it should be impressed upon them that they are in dire need of reviewing their website and establishing safeguards, as well as their customer service. Good product, but not worth the frustration.

Review: This is my second time having a problem with Vinesse. After my first awful interaction with their customer support I canceled my wine club because I no longer wanted to have to deal with the awful service. I wish it stopped there but 3 months later I received a charge on my credit card for another shipment of wine. I called customer service to have this cancel before it was shipped to try and save the hassle, but of course they said it was shipped that day. They refused my request for full credit, despite my trying to cancel prior to the date it should have been processed. They ship at their whim and expect you to pay. I do not understand how they can just charge and ship wine without your permission especially when I have canceled my service 3 months prior. Just a suggestion that would save a lot of problems from occurring for me and the many other customers I have read complaints about on Revdex.com and their facebook page, send an email saying we are about to charge you for a wine shipment, like the several other subscription services I have do. I was told to fill out a credit request form but I would not receive shipping back which they said was about $40, even though I will refuse the shipment and the product will be sent back to Vinesse. I feel this is ridiculous since I canceled my service and do not want your wine.Desired Settlement: I would like the entire amount refunded without shipping fees being deducted. I also would like Vinesse to implement a email alert that customers are about to be charged before they ship the wine so other customers do not have the same problem many of us have.

Business

Response:

We apologize for any misunderstanding or inconvenience. Our normal credit policy IS credit less shipping and handling unless the shipment is returned at the member's own expense. I have issued a FULL credit for this shipment, please see the attached document indicating the credit. Please allow 7-10 business days for the credit to post to the member's account. We only have record of member calling in to cancel on 7/7. We have no record prior to this date of any cancellation request.

Review: I ordered six bottles of wine. Three arrived previously opened, partially recorked and then resealed. I am returning the wine, but Vinesse will not pay return freight charges. It costs almost as much to ship the wine back as it did to buy it originally. Open bottles shipped as new seems to be a health hazard as we have no idea what is in the bottles. No refund of the shipping charges adds insult to injuryDesired Settlement: Refund of return shipping charges in addition to the refund of the original purchase and cancelation of the membership and any shipments

Business

Response:

We had attempted to recreate the first damaged shipment, but member wanted to return the shipment for a full refund. Please see attached documents.

Consumer

Response:

Review: 9897986

I am rejecting this response because:while it is true they offered to send a new shipment, the core question of why I got opened bottles remains. And why do I have to pay for the return shipment in this case. I understand paying the return freight if the problem was mine, but getting opened bottles should not be my problem!

Regards,

Business

Response:

The bottles were not "opened" they were corked due to freezing. When the bottles freeze it causes the corks to push out through the foil. When shipments and orders are damaged we offer replacements at no cost, we do not offer credits for these issues as they are out of our control. I have offered a one time credit for this issue. Please allow 5-10 business days to see the credit post to your bank account. Please see attached documents.

Review: I signed up for this wine club through an airline mileage program in September 2013 (membership # 88[redacted]4. I cancelled the membership by email with no problems December 18, 2013. I received a charge on my credit card from Vinesse for $205.49, yet I did not see the charge until after I cancelled. I never received a shipment related to this charge. When I discovered the charge I sent them the first of three emails as their customer service is not typically available when I have time to call and they responded promptly previously. I have yet to receive a response to any of my emails, which were sent Jan. 7, 9 and 13, 2014 to the same email that I sent the cancellation request ([email protected]). Besides the fact that I have a charge and no wine, my welcome to the wine club email states: "...you will receive your wine club shipments at approximately $88$92, plus tax and delivery." The charge was quite a lot more than that, and I am sure it is not due to tax and delivery. I would also like to mention that since I canceled the membership I am no longer able to log on to their website to gain information on this charge.Desired Settlement: I would like a credit for the $205.49 charged to my credit card.

Business

Response:

We apologize for this inconvenience. The member cancelled after her shipment had already started processing. We do see the shipment was refused, so we have issued a full credit. Member should expect this credit in 5-10 business days. Please see attached documents.

PS) To whom it may concern at the Revdex.com can you please change my name to Chloe Urquhart (you guys have it mispelled) and can you also take Susan Thompson off our profile, she no longer works here. I have tried calling and was unable to get a hold of anyone.

Don't waste your time with this club. There are much better ones out there with much better wines and service.

Review: I tried to cancel my membership in December following the instructions on the FAQs on the webpage. In February I moved residences. In March a shipment of wine was made without my knowledge or notification. This shipment went to my old residence and was therefore returned to sender. I tried 4-5 times to contact customer service when I noticed the charge on my credit card. After finally getting a hold of the representative, I told her that my account was cancelled in December and I shouldn't have received a shipment or been charged. She informed me that my account was only delayed, not cancelled. I requested a full refund and she provided me with the appropriate form for completion. Today I received a notice that they were only going to refund part of the money, reducing the total for "restocking fees".Desired Settlement: I request a FULL refund of the entire amount charged on my card.

Business

Response:

We received no notification from the member prior to March 23rd which is when the member called to cancel their account after they received a second charge. We send cancellation confirmations after every cancel which includes a cancel ID number. If the member did not receive this cancellation confirmation that means their account was not cancelled. We have a credit policy per our website that states each credit will be issued less shipping and handling and less a 15% restocking fee. Please see the attached image of our credit policy.

Business

Response:

When logging into your member service center online, there are zero links in the membership that state "cancel." The only available link says "delay" which allows you to skip a shipment or delay your account for a certain period of time. The FAQs on our website do NOT state how to cancel account, it only states that if you wish to cancel, you may, and you are not obligated to receive shipments. After reviewing our website and the member service center there is no indication that a cancellation can be done through the service center. The only way of cancellation through our company is to call our toll-free line at [redacted]7. If a member emails us to cancel their account, we advise ALL cancellation requests must be done via telephone. Please see the attached image of our FAQs.

Consumer

Response:

Review: 10555211

I am rejecting this response because: WOW! Vinesse even tried to cover up the FAQs that I saw since I first started this Revdex.com thread last month. Unfortunately, you didn't catch all of the areas...see attached image SHOWING the "cancel membership" link. The attempt to change what the FAQs said just to argue this complaint shows how corrupt Vinesse and their billing is. I will argue even more vehemently for my full refund now, since you are trying to bait and switch. There is also no mention of a restocking fee on your FAQs.

Review: My account has been closed over a year by this company I did not like the wine.... A year later I am sent $215 in wine... I never ordered it.... I called spoke to customer service was told my account was closed before order was sent and was told I was sent a letter before item was sent ... Yet I never received a letter from them just product I never ordered and I should have not received anything cause my account was closed. They have my email and phone number... Howcome nobody called me or sent a email before sending$215 in wine? This is very odd and the so called letter they sent is lost in the mail? I feel this is a scam... I also told them I do not want the wine. I was told I cannot return it and I never drank or even touched the wine... I do not want this wine that is in my house ... I am very upset how they can send something and charge without asking me and how they do not take the product back when I do not want it. Please helpDesired Settlement: I would like my money $215 back on my credit card... And they can have the wine back I do not want it and I do not want anything sent from them ever again. They should make a attempt to contact people before sending people expensive wine... By mail is a excuse and easy way to lie when they have my e mail and telephone

Business

Response:

This member reactivated their account on July 15 2013. Member also accepted the shipment and the shipment is in the member's possession. Member may return the shipment for a refund, but as long as it lies in the member's possession we cannot issue a refund. Member also disputed this charge with their bank. As long as the dispute is in action, we are unable to issue a refund on our end, we have been in contact with the member's bank about this issue. Please see attached documents.

Review: This company signed me up for a "club" in which I supposedly committed myself to accept a shipment of 6 wines every quarter, without knowing what would be shipped or advance product information on the wines to be shipped. They did not send me advance warning that the wines were about to be shipped. I had no intention of repeating my order as I was not at all impressed with the first shipment.Last week I received a box with 6 bottles of wine. Since I did not order these wines and did not want them, I called them to inquire re return shipping procedures. So far, all companies that I dealt with have a "no questions asked" return policy where they pay for the return freight. Not Vinesse. I had to pay for the freight on this 20 lb box before getting a refund on the wine. Alternately, they offered to give me a 50% retroactive discount on the cost of the wine, which would still leave me with a cost of about $13.00 per bottle. I can buy good wines in a local store for less.However, since they did not budge, I settled with them on this offer. That leaves me with a bill of $77.00 for the 6 bottles.I feel that I have been "had" by these people and my complaint is about their sleazy way of doing interstate business.Desired Settlement: I demand a refund of the $77.00 they charged me for unwanted product.

Business

Response:

This member of ours activated the wine club voluntarily through an American Airlines offer. Our offer was you would receive 2000 frequent flyer miles on your first shipment and 3000 on your second shipment. And 5 miles per dollars spent on every other shipment after. Please see the attached pictures and explanations. I have attached the offer through which he signed up, and his account notes. Here is the link he signed up with, feel free to look around on the site and read all the fine print. http://www2.vinesse.com/aaemtwrd0713/

We encourage anybody, including our members, to read fine print on anything they are enrolling in.

We also did credit the member half off if he would like to keep OR a full credit and pay for shipping. He chose the half off.

This club is a disgrace. Customer service is a joke as is the supervisory echelon. Inadvertently a follow up order had been placed. I immediately called the club and was told there should be no problem in cancelling the order. No effort was placed by them to cancel the order. I presume since they allow unwanted returns, that they bet customers will not return as they would be subject to return delivery charges. Four days after making the request for cancellation (as well as four telephone calls to them on day one, being told someone would get back to me shortly...not!!, I receive an email indicating the order could not be stopped.

The order was in fact never sent. Why? Because I dealt with them through my bank.

THERE IS NO INTEGRITY WITH THIS COMPANY.

Review: Engaged Vinesse to ship wine. (I have done this with two other companies with no problems) The third shipment was unacceptable and I inquired on the return process. I was advised that I would be charged for shipping both ways as well as a 15% restocking fee. When asked why, the customer service representative stated that it was due to widespread customer dissatisfaction (check recording) with the product. Why should the consumer by punished for inferior products being shipped by this company.Desired Settlement: A total refund of shipping and restocking costs.

Business

Response:

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.

Consumer

Response:

Review: 10733130

I am rejecting this response because:

The shipment sent to my home was never ordered and was shipped prior to billing my account. The account with Vinesse had been inactivated once already. Three bottles of wine for over $80.00 is not and has never been an acceptable "value" through any on - line purchases that I have made.

Business

Response:

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.

Review: My wife enrolled to receive 2,000 American airlines miles for the first wine shipment from this company and 3,000 miles on the second shipment. Both shipments were made and paid for. When we inquired why the miles hadn't posted Vinesse said we did not qualify because we had taken advantage of a previous promotion. The previous promotion was for me (not my wife) and through Delta Airlines, not American Airlines. This was a separate promotion from a different airline partner and therefore the "one per household" offer that is in Vinesse's terms and conditions should not apply here. The "offer valid for new customers" in the T&C does not specifically state new customers of their American Cellars wine club (in fact nowhere does it indicate by enrolling one becomes a member of American Cellars Wine club). Vinesse also accelerated the second shipment far in advance of the date originally indicated, effectively taking my money for the first two shipments, and yet they did not inform me the miles would not be credited to us when I first inquired about the miles posting to them in a February email at which point I could have cancelled the second shipment. Effectively, they took my money and did not honor the airline miles promotion.Desired Settlement: 5,000 miles credited to my wife's American Airlines Aadvantage account

Business

Response:

We have reviewed the customers complaint and understand he was not aware of our one offer per household policy. We have awarded the 5000 miles in full to the customer's wife's account. Please allow two weeks for the miles to post to the account. We do apologize for any misunderstanding, however, in the future the member will not be awarded miles under the same circumstances. Attached is a copy of the terms and conditions on all of our offers. Thank you.

Review: I wrote to cancel my account and they told me to call their customer service line. I called and canceled my account. However, they continue to bill me and ship me wine.Desired Settlement: I would like a refund for the charges after I canceled my account, a confirmation that my account was closed, and a method for me to return the wine that I did not order.

Business

Response:

Please see the attached images. The member contacted us on 11/21 to cancel, and his last shipment shipped on 11/19 (prior to his cancellation request). His account is deactivated as of now, and he will no longer receive shipments or charges.

Business

Response:

I apologize we weren't able to get to his cancel request right away, but we do state that we respond to our emails within 1-3 business days. If the member was expecting his account to be cancelled instantly, he should have called. We also do not take cancellation requests via email, so we advised him to call our customer service line, which is our standard policy. We ship all of our monthly shipments on a schedule (about the middle of each month). In the member's new member email we strictly state "if there is less than two weeks between your first and second shipment, your shipment will ship the following month". In this case, there was not less than two weeks. He joined on the 30th, which is the day his shipment began processing, and his second shipment began processing on the 15th (almost exactly two weeks, but not less). I do understand it appears the shipment didn't get in the hands of UPS until after he requested to cancel, which does seem like we could have cancelled it, but chose not too, but that is not the case. We have a strict shipping procedure. Our shipments begin processing the 15th of each month, our shipments leave our warehouse in a climate controlled truck (not UPS) to prevent any of our shipments from arriving damaged due to poor weather conditions such as freezing. Once our shipment arrives to the gateway in NY, UPS scans in the shipments and delivers the shipments to our members. The day the shipping label was created was the day it arrived in the hands of UPS which was after it left our warehouse (much after). Please see the attached documents.

Consumer

Response:

Review: 10329452

I am rejecting this response because I never received a new member email. In fact, the only emails I have from Vinesse are responses to my request to cancel. I received no communication from Vinesse regarding shipments or charges. The explanation about shipping generally makes sense and it is nice that they take care of their product before it gets to UPS. However, I don't understand how "monthly shipments" can be spaced two weeks apart. However, the ad I responded to says "Our wine experts search hidden, tucked-away vineyards to ensure you'll receive the most compelling 6-bottle selections, each month at just $12-$15 per bottle (plus delivery)." EACH MONTH. The time between shipments was not a month. They sent a bunch of poor quality wine, and within a day or two of it arriving they had already started shipping another shipment of low cost over-priced product.

Review: I received an ad in the mail to purchase 6 bottles of wine for $39.00 plus shipping. I made the order and received the wine. a month later I received another 6 bottles that I did not request or order and my credit card was charged $117.00. I called Vinesse to discuss and found out that I was in a club to purchase a monthly recurring shipment of wine. Their advertising was VERY deceptive as I did not realize I was joining a club, I only intended to purchase the 6 bottles that I requested. I called on 4/23/14 to cancel my "membership" that I didn't know I had and return the wine. I went to UPS and the post office and neither would ship my wine since I am not an alcohol distributor. I called Vinesse and the told me that UPS was wrong and they could ship it and I had to do so at my expense. UPS and USPS again advised that the vendor needs to send me a shipping label. I called Vinesse on 4/24 and they refused to send me a label and told me it was my problem to return it - they would not help even though I agreed to pay for shipping, I just need them to print a label for me. So they used very deceptive marketing to enter me in a club and would not help me with the return... essentially making me liable for their deception. Originally, all I wanted was a shipping label. However, due to their lack of responsibility to the consumer, I now want to voice my concerns with the Revdex.com. some of the phone reps at Vinesse were very nice and polite, however once I asked to speak with a supervisor, my buying experience deteriorated and I realized that this company is making a living by misleading the consumer.Desired Settlement: I want Vinesse to cover the cost of shipping since I did not request this wine and I want the Revdex.com to investigate their misleading business practices.

Business

Response:

[redacted] called in not knowing he was in a club, even though it states in our terms and conditions that the member will receive monthly shipments for about $12-$15 per bottle. Member called in saying UPS will not allow him to return it and he informed us he wouldn't pay over $30. If member wants a full credit, he can return at his own expense, and we can make arrangements with UPS. Please see attached documents.