Winechateau.com

Ordered 3 items on 3/29/2022 and two of them were delivered by 5/4/2022 but as of 6/16/2022 the third item still has not shipped.

Emails asking an update just received the boiler plate reply of "these things take time, please be patient"

The item I am waiting for (Bunnahabhain 12) is still available for sale on the website so hard to believe that it is a sourcing issue.

Sent the wrong wine then ignored my emails. After calls and five emails, they offered 10% off on the wrong wine.

By far the worst online buying experience. They are either criminals -- I am giving them a benefit of doubt for I still might be getting the wine (did not get it after 3++ weeks, they did not even send it) - or utterly indifferent bunch of thieving i[censored]. I am fully aware how ugly sounding those words are and am truly sorry that I have to write them, but there's no other way to describe how they conduct their business:

- I did NOT get my first order
- I did NOT get my second order (placed while all seemed OK)
- they sold or shared, without my consent, my private data
- they ignored my concerns re: the purchase and the data sharing scam
- the "support" is from the Twilight Zone, fake cheerfulness, i[censored] ignorance, without addressing the issue at hand, the product I paid for but they did not deliver.

I am, as Inna K., going to dispute this charge with my credit card.

Do yourself a favor and do not order anything online from this company. They take your money immediately and you have to jump through hoops of fire to get the charge taken off your credit card when they don't deliver. Dishonest and very difficult to deal with.

Review: I have ordered from here with guaranteed delivery by today DEC 23rd- I placed the order on the 16th of DEC and paid over $40 extra for the shipping. On dec 19th I called to check the status and was told it would ship on the 20th. I called again this morning the 23rd, to check on the status and was told by the representative that [redacted] already had the order and it would be delivered today. When I asked for the tracking number she admitted she couldnt give me one and stated that she would call me back once she had it. I explained that whenever I clicked on the link I was given it states the product has not yet shipped. Two hours later I had to recall customer service and spoke with a different representative and was told that it had yet to ship!! I requested to speak with a supervisor and was told that "shipping dates are not guaranteed even when you pay extra and the website states a guaranteed by deliver date" because "things happen and they dont have time to notify customers of a problem." When I asked what the point of charging extra for shipping was if they would ship it whenever they wanted anyhow he didnt have an answer for me. I stated that per their website my shipping date was guaranteed and that I was being inconvenienced due to the product being a christmas gift. He then told me that the dates on given for guaranteed shipping are" not guaranteed" and that I need to understand they have processing times. I then pointed out that even with the maximum processing time it would have still arrived by today, and that He stated that he " had other calls to attend to and he didnt have time to deal with my problem" At that point I stated that I was going to report them to the Revdex.com he said "whatever" and hung up on me! So I dont know if they are refunding my money and when I should expect to receive a refund or the product! Its probably the worst customer service I have ever encountered in my life.Desired Settlement: I would like my money to be refunded and to receive an apology for the inconvenience as well as the rude manner in which this situation was handled. It is unacceptable to tell a customer you dont have time to deal with them when your company has caused a problem. It is also unacceptable to advertise and charge customers for guaranteed shipping and then ship products whenever you feel like it. If they can not honor their shipping dates they should change their website.

Business

Response:

Hello,

We apologize for this whole episode and sincerely.

We understand you paid extra but only $14.21 not (over $40 as you claimed) as the ground shipping to NV for 1.75ltr bottle is $18.54. But we need extra processing time in Christmas time just like any other business. The DEC 23 was just an Estimated date set up by [redacted] and does not include unavoidable circumstances like weather,traffic,extra orders,holiday etc.

Please see our terms and conditions section in our website under shipping section which displays the following:-

Shipping & Processing Time

Most orders ship within 2-4 business days of when you place your order. A small percentage of items require a longer ship-out time. On rare occasions we may face an unforeseen delay in shipping your order and in that case, we will notify you by email. All [redacted] transit times are only in effect after your order is shipped. Depending on your location, the shipment can take anywhere from 1-5 business days additional in transit. We cannot guarantee any shipments by a specific date, nor will be held responsible for any shipping instructions given on an order. We will do our best to accommodate the Customer in any way.

There was some system issue with our system showing it is going to be shipped which we apologize about it.

We will train our Reps for more respectful communications and we apologize for their behavior during that stressful and pressured time. Yes you should have been informed about it so that you make better decisions. For this we offer you better discount on wines and free shipping on your next order.

We had already issued the refund on your same Cr. card you sed and details are as follows

Transaction ID: 5[redacted]

Payment Method: [redacted]

Amount: USD (152.72)

Customer Name: [redacted]

We again apologize and hope to see you again online with better experience!

Best Regards

Manager

Review: ON 5/26 I PLACED A FAIRLY LARGE ORDER WITH THIS COMPANY AND PAID OVER 38.00 IN SHIPPING COSTS.

TODAY I RECEIVED MY ORDER AFTER 9 DAYS AND THERE ARE ITEMS MISSING THAT I HAVE PAID FOR .

TRIED CALLING [redacted] AND WAS ON HOLD FOR 15 MINUTES , CUSTOMER SERVICE NEVER ANSWERED.

EMAILED ABOUT THE MISSING ITEMS AND AT THE TIME OF THIS COMPLAIN THERE WAS NO REPLY.

THE MISSING ITEMS ARE

[redacted] SEAGRAM SEVEN CROWN 4 BOTTLES

1686266-1 SUTTER HOME MOSCATO BUBBLY 1 BOTTLE

1207171-1 CAPTAIN MORGAN RUM 1 BOTTLE

1560176-1 BLACKSTONE CHARDONNAY 1 BOTTLE

[redacted] ROMANA SAMBUCA 1 BOTTLE

1007932 BOONE`S FARM MOUNTAIN BERRY 12 BOTTLESDesired Settlement: I NEEDED THESE ITEMS FOR A PARTY AND WOULD LIKE THEM SHIPPED ASAP .

Business

Response:

Hello,We apologize for the delay. This order was shipped partially as some items were not in stock and were on order with our suppliers.Romana Sambuca and Boon Farms were back ordered from supplier. We tried hard from other supplier but to no avail.After trying from different suppliers we eventually issued refund on the back ordered items on 6/23/14 and the details as follows Transaction ID: [redacted]9 Payment Method: XXXX[redacted] Amount: USD (54.68)Customer Name: [redacted]After that customer is satisfied and placed 2 more orders.on 6/22 and6/24 from which 6/22 order is delivered also.

Review: I placed this order #[redacted] on November 11, 2015.

I received the order in a timely fashion, however the 6 bottles of Moet Chandon Nectar Imperial I ordered were replaced with Moet Chandon Imperial. I don't like the one they shipped. I gave 2 bottles away for gifts.

I called them to please replace the other 4 which they agreed to do. I printed out their shipping label and it was picked up. I waited and waited and no replacements came.

I emailed them (on their customer service page at their website to ask when I can expect delivery). No reply. I called on Christmas Eve and they said it'll be shipped that day. The woman said "there are thousands of orders ahead of yours so you have to be patient". She said we will definitely receive it on Saturday, Dec. 26th. I cancelled my plans to visit family so I could wait for delivery. It never came. So I emailed them and let them know I was very disappointed and angry with their customer service.

On Sunday, I received an email which said it will definitely arrive on Monday, Dec. 28th. My husband had the day off and once again, we cancelled plans to stay home and wait for delivery which never came.

So, I checked with FedEx to see when it was shipped. It was shipped on the 28th. This is so unacceptable and I can't stay home today to wait all day again. So it has to be signed for. If I miss the delivery they don't leave it in that case. I'm very frustrated and angry at how they handle good paying customers. Ridiculous.

So I decided to file a complaint at this point because I love my Christmas holidays and the family visits to my aunts who are in their 90's now and I don't know how many more Christmas's we have together. That's why I'm so upset. I've been held hostage during the holidays by a company who just says what they think you want to hear just to get you off the phone.Desired Settlement: I want a 50% discount/refund on my order (once it arrives). It's after Christmas and I didn't have my champagne for the dinner or gifts and had to go to the local liquor store to buy. Since many stores offer post-Christmas savings now, I figured that it would be a nice gesture on their part. If they value my business, they'll do the right thing for having me waste so much time waiting for their order to arrive. If not, I'll just accept a full refund and they lose a customer.

Business

Response:

We really apologize for not delivering the part of order on time and you had to wait for the shipment and cancel other plans.As you mentioned in the beginning that you received the original order in timely fashion (And surely you must have received previous orders on time also),It was just an exception that this item was shipped with wrong item. We sent you a prepaid return label and it came back to us. We ordered from our supplier but it was back ordered which took more than expected time. We admit our mistake that we had to hire more people to cope up with the huge volume of orders this time. The Christmas time is quite unpredictable. Fedex takes more time during holidays and it was half day for them on Dec 24, closed on Dec 25, 26 and 27.Then they came to pick up on Mon and then delivered it.Anyway, you are right that it was quite inconvenient for you to wait the whole day.For this inconvenience, we are ready to give you 50% off on the order as you demanded and we sincerely apologize for this situation and will make sure not to repeat it. We had already issued full refund on the shipping when we talked last time. We charged you a total of $314.52Here are the refund details$157.26 was successfully refunded. Transaction id [redacted] Please do not hesitate to call me if you have any further questions at 1-800-946-3190

Consumer

Response:

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