Wine Country Gift Baskets

It appears to be an authorization and a charge - not a double charge; different banks keep the authorization on the card for differing lengths of time before they drop off. We tried to reach Mr*** at the phone number provided but were not able to leave a message or get hold of
him.We have had some success removing an authorization when we have a 3-way call with us, our customer and the bank. We would be happy to try this; if Mr*** is interested, please give us a call. Otherwise the authorization will fall off within the next week or so

The business's explanation is satisfactory, and I trust that they will correct the minor website error they acknowledged (stating bronze rather than silver for one award). I appreciate the company's responsiveness and correction

We apologize for this inconvenience. We use several suppression files including the DMA and our own internal file to make sure that those that have opted out of receiving our materials no longer receive them.You have been added to our house suppression file and will not receive another
Wine Country Gift Baskets catalog at the address provided.Thank you for your patience,*** ***Director of MarketingWine Country Gift Baskets

Yes they finally did refund me in full......thank you for your help & I hope this complaint is posted for others to read

Callister Cellars wines were awarded medals from every competition that was listed on our website in December - these are again listed below. The wine competition awards section of our website is dynamic; we remove older awards, add new ones, etc. The Dallas Morning News Wine Competition medal was a bronze, not a silver, as you mentioned in your email. As previously stated, many of the older awards are no longer listed on the homepages of those wine competitions' website - but I assure you that all of these awards are valid and we are proud to post them
Callister Cellars Cabernet Sauvignon
Silver Medal Winner LA County International Wine
Competition
Bronze Medal Winner International Womens Wine
Competition
Bronze Medal Winner Grand Harvest Wine Competition
Callister Cellars Chardonnay
Gold Medal Winner Grand Harvest Wine Competition
Bronze Medal Winner Dallas Morning News Wine
Competition
Bronze Medal Winner International Womens Wine
Competition

We do offer a 100% satisfaction guarantee.  We were unable to deliver a gift basket with the ribbon requested so we offered the customer several options - that were previously mentioned - to correct this problem.   None of the options were satisfactory.  We have refunded her entire order.

I ordered a gift basket for Christmas for my sister. When ordering, the website provides a calendar with color coding that shows what delivery date is available based on when you place the order. I was guaranteed delivery on the 23 rd of December 2016. Several days later I received tracking info. On the 23rd I checked the tracking to see if the gift was out for delivery. The tracking showed the gift would be delivered on the 27th which, of course, is after Christmas. I called the customer service number and was told that they had a computer glitch which put the incorrect date on the tracking order. I was placed on hold twice more and finally was told that they were able to re-route the package and that it would be delivered on Saturday, Christmas Eve, the 24th. At that point I was satisfied but asked for a new tracking number. The rep said there was not one, that what she did to re-route was internal only. I told her that's fine as long as the gift arrived the next day prior to Christmas. Saturday, 12/24/2016 came and went without the gift being delivered. So my sister did not receive her basket prior to or on Christmas. It turns out the original tracking was still in effect and her gift was delivered late evening on Tuesday, 12/27/2016.
I don't appreciate the outrageous lie that the customer service rep told me. It is now obvious that she said what she said to just get me off the phone and not admit that they screwed up and that she knew the gift would not be delivered on time. Was customer service instructed to lie to customers by the company or did she do that on her own? Either way, the behavior or practice is completely unacceptable.
I'm very displeased and want a refund.

The initial activity on the credit card was an authorization; the card was not double-charged.  The authorization is then removed by the bank in a few days, depending on that bank's policies.I apologize for any inconvenience.Sincerely,
[redacted]Director of Marketing

Terrible company and I'd advise never to use them. They cancelled my order without any notice. This, after their website being unusable for finding a very ordinary address. I placed the order on the phone, was assured it was corrected, and then the order was cancelled by them for no reason. I had received order confirmation by email. No satisfaction at all from customer service. Highly unreliable company and a very unpleasant experience.The only way I found out was that I inquired after my friend did not receive the order.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The company did claim that I selected the wrong date. However I advised the man on the phone that when I logged in and pulled the receipt it showed that it was to be delivered on the Saturday before Mothers Day. The company insists that the problem was caused by me. They offered to deliver on the following Saturday. This does not help since it was a Mothers day gift with a Mothers day Message. I requested a full refund. I was told that they would cancel the order and refund the money. After talking to the man on the phone all dates were removed from the receipt online making it impossible to prove that the mistake was made by the company and not by me. I have not yet received the refund. I am hoping it will come through soon. I am very disappointed in the customer service and argumentative nature of the staff that I talked with. I was even more discussed when I pulled up their response on Revdex.com and saw that they not only still argue fault but also feel as though they are fixing the problem with their accusations. I will accept the proposed action when I get my money back. However I will not recommend this company to anyone especially the military community.]
Regards,
[redacted]

I called the business on May 8th and was told that I needed to contact Pay Pal. I contacted [redacted] and had a conference call with the business. Was told by the business that there was nothing they could do. Order WAS NOT cancelled on the 1st. Business held on to my money for over 1 week with no refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Was completely shocked at the response as it is complete lies.  Very disreputable company!!!  They NEVER offered a full refund.  She offered a 10% refund and only went to 20% after I continued to insist that I wanted the correct replacement basket resent which they refused to do.   Then to say they offered to resend the basket is again a complete lie - obviously since they acknowledged the 20% refund - and what they know I wanted was the correct basket resent.  I was told they have the option to replace items not in stock & would not resend the gift due to the wrong bow - I was told that more than once in the conversation.   If this customer service rep was misrepresenting her company they can listen to the conversation between us, however, I believe they are covering their mistake & do not honor their guarantee.  Also, they did not refund me the full amount again a lie.  I have received exactly $8 which is the 20%.  At this point I want the full refund because obviously they do not honor the 100% satisfaction guarantee.  I also want this company and this complaint posted so that others do not go thru what I did.

As previously stated, the charge
from [redacted] was actually an authorization, reserving funds for their
order.  The order was canceled with us; [redacted] was notified of the
cancellation and the authorization was removed from the account.  Each
bank and credit card company has their own procedures about when an
authorization is removed from an account.  We also contacted [redacted] on the
customer's behalf to try to expedite the process.

We are sorry for the difficulty to complete what should be an easy removal.  I checked the files where your wife's name should have appeared and the name wasn't present.  The record is now correctly flagged as "do not mail". Catalogs will stop by after the next catalog that should arrive...

next week.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This seller held on to my money well over 1 week. They informed me that they do not charge until the item ships out. They are lying. Item was cancelled the same day, and my [redacted] account was charged. Multiple calls to the business to rectify the situation, and all I hear are excuses. if item was not even close to being shipped out, why was my [redacted] account charged>?
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business has responded by revising its web page for the product for which I submitted my complaint.   The new version of the web page lists three awards rather than the six listed previously:  the business has deleted three awards that were previously listed, presumably because the wines had not won these awards.  Of the three remaining awards listed on the web page, two cannot be verified because the wine competition websites do not list awards for the years claimed by the business.  The third award claimed by the business appears to be partly accurate but partly inaccurate:  the business web page claims that the wine won a Silver Medal at the 2013 Dallas Morning
News Wine Competition.  The Dallas Wine Competition website states that the wine won a Bronze Medal.  This is obviously a minor error, but it serves to further demonstrate the tendency of this business to mislead customers.   It is also worth noting that the business, in its reply to the original complaint, does not apologize for the three apparently falsely-claimed awards that were deleted from its web page and does not state that it modified its web page in response to the complaint.   Attached to this message are screen shots of the web page as it appeared on February 28, when I submitted my complaint, and on March 19, after the business modified the page and responded to the complaint.   These pages show the removal of three awards previously claimed but subsequently deleted.
Regards,
[redacted]

The initial activity on the credit card was an authorization; the card was not double-charged.  The authorization is then removed by the bank in a few days, depending on that bank's policies.I apologize for any inconvenience.Sincerely,
[redacted]Director of...

Marketing

We apologize for this inconvenience.  We use several suppression files including the DMA and our own internal file to make sure that those that have opted out of receiving our materials no longer receive them.You have been added to our house suppression file and will not receive another Wine...

Country Gift Baskets catalog at the address provided.Thank you for your patience,[redacted]Director of MarketingWine Country Gift Baskets

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business has responded by revising its web page for the product for which I submitted my complaint.   The new version of the web page lists three awards rather than the six listed previously:  the business has deleted three awards that were previously listed, presumably because the wines had not won these awards.  Of the three remaining awards listed on the web page, two cannot be verified because the wine competition websites do not list awards for the years claimed by the business.  The third award claimed by the business appears to be partly accurate but partly inaccurate:  the business web page claims that the wine won a Silver Medal at the 2013 Dallas Morning
News Wine Competition.  The Dallas Wine Competition website states that the wine won a Bronze Medal.  This is obviously a minor error, but it serves to further demonstrate the tendency of this business to mislead customers.   It is also worth noting that the business, in its reply to the original complaint, does not apologize for the three apparently falsely-claimed awards that were deleted from its web page and does not state that it modified its web page in response to the complaint.  
Attached to this message are screen shots of the web page as it appeared on February 28, when I submitted my complaint, and on March 19, after the business modified the page and responded to the complaint.   These pages show the removal of three awards previously claimed but subsequently deleted.
Regards,
[redacted]

Be careful when you place an order for Christmas with the message as follows; "ALL ORDERS PLACED BY NOON, PST, DECEMBER 23 GUARANTEEDE CHRISTMAS DELIVERY", and do not trust this misleading advertising 100% as you may not get your order until 10 or more days later. We would highly recommend not to order any fresh fruits, unless you do not mind to have them sitting in transit for at least 10 or more days before you receive and eat the fruits.
We placed the "Wine Country Fruit Extravaganza" (which consists of 100% fresh fruits, no chocolate or other non-perishable foods are in it) on Dec 19th, 2015, but as of today's date, Dec 28th, 2015, the recipient has not received the package yet. Wonder what kind of shapes and conditions the fresh fruits would have upon receipt (i.e., soggy pears, bad apples, dry oranges, etc.,?). Also, watch out when you call the 1-800 customer service to complaint about your package whereabouts, because they will blame it on the UPS carrier for not delivering on time and they will tell you that this is not the Wine Country Gift Baskets. This is a very wrong answer to the customers. We are sure that this is not the 1st time they have received customer complaints in regards to false advertising on guaranteed delivery issue by certain time period. As a company, Wine Country Gift Baskets is supposed to handle any customer concern or complaint seriously. Instead of blaming it on the carrier, an investigation should look deeper into the carrier transportation issue, i.e.,
1) What is our process from receiving the order to the recipient's receiving the order? Any deviation in our process?
2) Why does our carrier (i.e., UPS) keep delivering items late?
3) Does it happen only at certain time of the year (i.e., winter, summer, Christmas time, etc.)? What kind of trends do we have or see over the years?
4) If our carrier (i.e., UPS) does not or cannot meet their delivery time commitment, what do we (Wine Country Girt Baskets) do to address the issue with the carrier to prevent this issue from reoccurring near the future?
5) Are we filling or did we ever file any freight claims with the carrier for any of the late delivery issues that that had been accumulated over the years or should we continue informing the customers that this is "the UPS issue" once any purchased items are picked up by UPS from our warehouse, and "not Wine Country Gift Baskets issue", since this seems to be a generic and simple answer and if this does not work, we have an insurance company to cover our mistakes?
6) Are we using the right carrier to deliver our products to all customers?
7) Do we review our contract agreement regularly with UPS? Has anything changed/deviated from the contract agreement?
8) What other carrier options that are available out there, besides the one that we have contract with currently?
9) Do we have a separate Quality Department that handles, is trending, and resolving the customer complaints that have the highest trend? If not, what can we do differently moving forward in order to become one of the best online/mail order gift basket providers with less to zero customer complaints as one of our company's goals?