Wine.com, Inc.

Order *** was placed and did not deliver on the scheduled dateOur data was transmitted to FedEx on December 12th did not show FedEx’s scans until December 20th and returned to us December 27thRefund upon return request was submitted December 16th Reason for Refund upon return was the
product could not be tracked and still had the possibility of being delivered to the customer while we went back and forth with FedExWhen the product was returned the refund was processedThe agent that she spoke to was a seasonal temp agent who probably did not explain properly the refund processA second order was placed by the customer December 18th and was delivered to the customer on December 21st

Revdex.com:At this time, I have not been contacted by Cybert Tire Corp. regarding complaint ID [redacted]Sincerely,[redacted]

Revdex.com:At this time, I have not been contacted by Cybert Tire Corp. regarding complaint ID [redacted].Sincerely,[redacted]

Customer was under the impression his info would be shared and did not want his info in any database. We did advise him that the account could not be erased for state regulated reasons, but have removed him from our mailing list and further blocked the account so no activity could take place again.

Initial Business Response /* (1000, 5, 2015/12/30) */
We apologize for the inconvenience caused by the delayed delivery of Mr. [redacted]'s wine order which was supposed to arrived last Dec. XX XXXX but was just received by the recipient Dec XX XXXX. I've already refunded the total amount of the order...

which was $133.67 and also sent an email confirmation to your the email address you've used to log in to the customer's wine.com account. I've also left a voice mail message informing the customer about the amount that we refunded.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/12/29) */
Thanks Mr. [redacted] for giving us a chance to rectify our opportunity to process a refund on your order. Again we apologize for not resolving the concern as promptly as possible. As stated on our phone conversation today December XX XXXX I've...

already process the $100 refund that [redacted] be on your credit card within 3 to 5 business days. We are happy to finally give a solution to this issue. We hope that you would consider doing business with us in the near future.

Customer placed the order to be delivered on December 20th and was delayed as they picked up late from our CA warehouse and did not make sort until Monday witch delayed delivery by one day, Customer was upset and did not want the order anymore. I truly had my hands full during the holiday season and...

was hard for an agent to pin me down with 50 agents all looking direction. I heard about the situation and made time to speak with the customer and as stated she requested a refund and explained her disappointing contact with past agents. I asked an agent to process the refund request even before the return to shipper request with FedEx was confirmed or returned back our warehouse because [redacted] told me she would refuse it if it arrived. Due to her level of anger I approved the refund right away and it was completed on December 21st . The agent submitted 2 different refund requests one for stewardship ($52.92) and the other for the order($442.75). Funny doing the investigation for this complaint I see we refunded [redacted] twice for her Stewardship the agent entered it twice and [redacted] never called to tell me. Guess I will reach out to her now.

Initial Business Response /* (1000, 5, 2016/01/29) */
We've been trying to reach out to you. But the listed number on your account and also included on this complaint is disconnected or currently not in service. We've also sent an email informing you of the resolution that we provided you. We...

system logged two (2) attempts to do a pre-authorization for $13.63 and (2) 1.0 pre-authorization amount. These are not processing charge. The said amount were already voided in our system. Since we're having a difficulty with trying communicate to you, you can call our customer service number [redacted] if you need further clarification. Our operation hours is between 5am to 6pm Pacific Standard Time.

Good day I believe we have made good on all refunds that were required to settle this matter. I in no way trying to insult you [redacted] it was just something that was brought to my attention during the investigation. [redacted] please let me know if there is something that was not taken care of. I am sorry that there was an issue with the order and as I did when we first spoke in December I appologies for any errors my agents made. Regretfully we did not do our best and again I am sorry.
 
[redacted]

Initial Business Response /* (1000, 5, 2015/12/30) */
Thanks Mr and Mrs. [redacted] for explaining to me what happened to the order you placed last December XX XXXX. We apologize for missing out on delivering the gift bag you ordered with your wine. We value the feedback you'd given and rest assured...

that we [redacted] rectify the opportunity exhibited our agents. If you need any help in the future with your wine order don't hesitate to contact us.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/17) */
Mr. [redacted],
Thanks for giving our Director for Fine Wines & Sales an opportunity to resolve your request. All the bottles (orders) included in this case are currently shipping to your given address. If you have any questions or concerns...

kindly give us a call on our customer service number [redacted].
[redacted]
Customer Service Manager
Wine.Com
Initial Consumer Rebuttal /* (2000, 7, 2016/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:  I did receive the refunds after calling several several times with very rude customer service agent.  I'm rejecting your response because you said I was refunded twice for my stewardship membership and I didn't notify wine.com.  The reason I didn't contact you is because there was not double refund.  I did get an email on 01/13/2017 that I was getting refunded.  NO REFUNDS was issued in January 2017.  The only refunds I have received from wine.com were on 12/21 (52.92 and 442.75).  These refunds were issued to my CC ending 9473.  Please don't insinuate that I tried to keep money from wine.com and maybe invest on training your customer service staff to do their job better.Sincerely,[redacted]