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WineRacks.com Reviews (7)

We have been in business for over twenty years and naturally want to supply the best possible customer service We have been successful because of the quality and value of our product and because we stand behind itIn fact, the majority of our growth is through referralsThat speaks volumes for the quality and character of our reputable companyWe have worked diligently with [redacted] and his associates to remedy this situation One of [redacted] ***'s associates was informed when he called in that some of the double deep racks were customThese racks are not on the website as they are not standard componentsHe was informed of this again via email when the racks were still in productionIf there was an issue with some of the racks being custom then this could have been addressed before the order shippedThe terms and conditions regarding custom racks is also clearly stated on our website [redacted] ***'s representative was informed that there would be a - week production lead time and that his card would be charged in full at the time of order [redacted] ***'s representative was then emailed the receipt for the order as well as an invoice which clearly stated the - week lead timeBoth clearly showed the order was paid in full at time of purchase.Unfortunately, due to the holidays and snow closures, that lead time was extended slightly [redacted] ***'s associate was emailed about thisWhile we acknowledge that the order did not ship within the estimated lead, as per Wineracks.com's terms and conditions, (clearly posted on the company website [redacted] ), "WineRacks.com does not guarantee any estimated ship date and cannot be held responsible for orders that are delayed due to production changes or Acts of God." WineRacks.com requested the racks be shipped back for a repair in part because the amount of flaws was in disputeMany of the pictures provided by [redacted] ***'s associate would show the same component several times over while also including disparaging remarks about our staffThere were also a few flawed components that could have been replaced with just a bottle support but [redacted] ***'s associate instead requested multiple ladders.As a result, it was difficult to determine what replacement parts were neededTypically, in the rare instances we need to repair a rack, we ship replacement parts to the client and this satisfies the issueWhen it became evident this would not satisfy [redacted] ***'s associate, we requested the racks be shipped back for a repair [redacted] cites an email where "WineRack's [redacted] asked that the entire order be returned to WineRacks." This email was sent by our bookkeeper after meeting with our company [redacted] and going over all of the issues outlined by [redacted] ***The email goes on to state that we would like them returned for "the opportunity to fix and repair the racks at our facility." [redacted] ***'s associate agreed to this and I have included those emails as an attachment.We picked the racks up per this agreementThere were also several emails and phone calls exchanged between [redacted] ***'s associate and WineRacks.com's bookkeeper that further specify that the racks were to be repairedThe racks were promptly picked up by a freight carrier and repairs were conducted the day of their returnOur production staff worked to make these repairs as agreed upon.When the order had been fully repaired, upon WineRacks.com contacting [redacted] ***'s associate to arrange shipping back to him, he then decided that he didn't want them and wanted a full refund for the entire order [redacted] states in this dispute that "upon learning that WineRacks did not intend to replace the defective racks but merely repair those they felt required repair I immediately informed WineRacks that I wished to have a refund." However, it was stated several times to [redacted] ***'s associate that the racks were being authorized as a repair [redacted] ***'s associate responded to our suggestion to repair the racks positively and authorized for them to be returned as a repairEmails stating this have also been attachedHowever, we have offered two solutions as per our terms and conditions.The repaired order can be shipped back to [redacted] ***.Or WineRacks.com will offer a refund as per our terms and conditionsWe would be unable to refund him the amount for the custom-made pieces and that there would be a 20% restocking fee for the other piecesAll of this is clearly outlined in the company's Terms & Conditions available on their website.We are also currently working with [redacted] ***'s credit card company to resolve a dispute he filledAs of this date, he has been refunded

The company employed by *** *** contacted WineRacks.com on 11/**looking to order several advantage series wine racks which they were going to placeone in front of another to create an effect like double deep racksThe orderthat they were initially going to place would have been $
However, one of WineRacks.com's reps worked closely with *** ***'s associate and let him know thatthe configuration they were looking to do would not work.Upon helping *** ***'s associate, an order for actual doubledeep racks was placed on 11/**The order placed on 11/** was $7,which actuallysaved the customer $as well as the hassle of trying to fashion racks towork in a way in which they were not designed.*** ***'s associate was informed on the phone on 11/**and again in an email on 12/** that the "order was composed of some customracks." He was informed that there would be a - week production lead time andthat his card would be charged in full at the time of order*** ***'s associate was then emailed the receipt for the order as wellas an invoice which clearly stated the - week lead timeBoth clearlyshowed the order was paid in full at time of purchase.Unfortunately, due to the holidays and snow closures, that lead time wasextended slightlyAs per Wineracks.com's terms and conditions, (clearly posted on the companywebsite ***), "WineRacks.comdoes not guarantee any estimated ship date and cannot be held responsible fororders that are delayed due to production changes or Acts of God."*** ***'s associate was emailed updates about his order includingtracking when the racks shipped.On 1/**, *** ***'s associate contacted WineRacks.com about issues withthe racksTwo of WineRacks.com's reps worked with him via both email and phoneto try to correct these issues. It was explained to him severaltimes that WineRacks.com would be happy to send replacement parts as necessary atno additional charge to him or *** ***.Unfortunately, in the midst of this process, another representative onbehalf of *** *** became involvedOn 1/**, he called in on two separateoccasions and yelled at two separate employees at WineRacks.com.*** ***'s representative also sent various derogatory and threateningemails despite WineRacks.com's good faith attempts to rectify any defects hefound in his product. One such email, sent to several WineRacks.com employees on 2/*, stated thathe would just contact his credit card company and say he never authorized thecharge (a lie)*** ***'s representative then called in several more times on 2/*, yellingat both a customer service representative and the company's bookkeeper.Throughout this, WineRacks.com worked to reach an amicable outcome based onthe company's outlined terms and conditionsWineRacks.com has numerous emails that show they agreed to pay to ship back*** ***'s entire order, inspect it and fully repair or replace any defectivepieces and then return the order to the customer at no additional charge. These emails can be furnished upon request.*** ***'s representative agreed to this repair both over the phone and viaemailWhen the order had been fully repaired, upon WineRacks.com contacting thecustomer to arrange shipping back to him, he then decided that he didn't wantthem and wanted a full refund for the entire orderWineRacks.com then informed the customer that they would be unable to refund him the amountfor the custom-made pieces and that there would be a 20% restocking fee for theother piecesAll of this is clearly outlined in the company's Terms &Conditions available on their website. As per those terms and conditions, WineRacks.comalso reserves the right to issue a refund within days of receipt ofthe itemThis is in also accordance with the terms and conditions of *** ***
*** *** ***This policy has been explained to *** *** via email

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your IAnswer Here]
I reponded previously and explained why the response by the business did not address the fundamental issue that they have my money as well as all of the product involved
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Rather than respond to the critical issues regarding its untimely performance and defective products, WineRack offers no solution and merely engages in a one sided argument of "who said what to whom."  WineRack's response is more notable for what it does not say than what it does say.  It does not deny that:1.  my credit card was billed $7,104 on November **, 2014 pursuant to a WineRacks invoice that does not identify any "custom" racks;2.  the wine racks were delivered late; 3.  when the wine racks did arrive there were more than 100 defects and the racks were of poor quality; 4. because of the itemized and photographed defects WineRack's [redacted] asked that the entire order be returned to WineRacks;5.  the e-mail instructing my colleagues to return the order informed us that they could be returned for a refund according to WineRack's "terms and conditions" without any reference to any so-called "custom" racks;6. upon learning that WineRacks did not intend to replace the defective racks but merely repair those they felt required repair I immediately informed WineRacks that I wished to have a refund and did not wish to do further business with them; 7.  WineRacks has had all of the wine racks in their possession for more than two months;  and8.  despite repeated requests WineRacks continues to refuse to make any refund of any amount and continues to hold my entire payment of $7,104.In short, WineRacks has offered no solution whatsoever.  It merely claims that it is entitled to keep my entire payment despite its admission that its performance was not timely and its products were defective. It has now been rewarded for its unsatisfactory performance by having the use of more than $7,000 of my money for more than four months with no end in sight.I have hesitated to elevate this dispute to a more serious level with the hope that WineRacks would propose an acceptable solution but it appears this is not likely to happen so I am left with little choice.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have been in business for over twenty years and naturally want to supply the best possible customer service.  We have been successful because of the quality and value of our product and because we stand behind it. In fact, the majority of our growth is through referrals. That speaks volumes for the quality and character of our reputable company. We have worked diligently with [redacted] and his associates to remedy this situation. 1.  One of [redacted]'s associates was informed when he called in that some of the double deep racks were custom. These racks are not on the website as they are not standard components. He was informed of this again via email when the racks were still in production. If there was an issue with some of the racks being custom then this could have been addressed before the order shipped. The terms and conditions regarding custom racks is also clearly stated on our website 2.   [redacted]'s representative was informed that there would be a 3 - 5 week production lead time and that his card would be charged in full at the time of order. [redacted]'s representative was then emailed the receipt for the order as well as an invoice which clearly stated the 3 - 5 week lead time. Both clearly showed the order was paid in full at time of purchase.Unfortunately, due to the holidays and snow closures, that lead time was extended slightly.  [redacted]'s associate was emailed about this. While we acknowledge that the order did not ship within the estimated lead, as per Wineracks.com's terms and conditions, (clearly posted on the company website [redacted]), "WineRacks.com does not guarantee any estimated ship date and cannot be held responsible for orders that are delayed due to production changes or Acts of God."  3.  WineRacks.com requested the racks be shipped back for a repair in part because the amount of flaws was in dispute. Many of the pictures provided by [redacted]'s associate would show the same component several times over while also including disparaging remarks about our staff. There were also a few flawed components that could have been replaced with just a bottle support but [redacted]'s associate instead requested multiple ladders.As a result, it was difficult to determine what replacement parts were needed. Typically, in the rare instances we need to repair a rack, we ship replacement parts to the client and this satisfies the issue. When it became evident this would not satisfy [redacted]'s associate, we requested the racks be shipped back for a repair.  4. [redacted] cites an email where "WineRack's [redacted] asked that the entire order be returned to WineRacks." This email was sent by our bookkeeper after meeting with our company [redacted] and going over all of the issues outlined by [redacted]. The email goes on to state that we would like them returned for "the opportunity to fix and repair the racks at our facility." [redacted]'s associate agreed to this and I have included those emails as an attachment.We picked the racks up per this agreement. There were also several emails and phone calls exchanged between [redacted]'s associate and WineRacks.com's bookkeeper that further specify that the racks were to be repaired. The racks were promptly picked up by a freight carrier and repairs were conducted the day of their return. Our production staff worked to make these repairs as agreed upon.When the order had been fully repaired, upon WineRacks.com contacting [redacted]'s associate to arrange shipping back to him, he then decided that he didn't want them and wanted a full refund for the entire order. [redacted] states in this dispute that "upon learning that WineRacks did not intend to replace the defective racks but merely repair those they felt required repair I immediately informed WineRacks that I wished to have a refund."  However, it was stated several times to [redacted]'s associate that the racks were being authorized as a repair. [redacted]'s associate responded to our suggestion to repair the racks positively and authorized for them to be returned as a repair. Emails stating this have also been attached. However, we have offered two solutions as per our terms and conditions.The repaired order can be shipped back to [redacted].Or WineRacks.com will offer a refund as per our terms and conditions. We would be unable to refund him the amount for the custom-made pieces and that there would be a 20% restocking fee for the other pieces. All of this is clearly outlined in the company's Terms & Conditions available on their website.We are also currently working with [redacted]'s credit card company to resolve a dispute he filled. As of this date, he has been refunded.

Review: Last fall I employed a company to install a wine room in my house. They purchased wine racks from WineRacks.com and billed it to my credit card. The charge appeared on my statement on November **, 2014 for $7,014.00. Delivery of the wine racks was repeatedly delayed with the company representative giving a variety of excuses for not shipping them within the time promised. In the end, the order was not received until January **, 2015, two full months after my card had been charged the full amount.Upon arrival the firm inspected the shipment and determined that there were literally dozens of defects and that the quality of the wine racks was far below what had been expected based on the WineRack.com web site and the company representations. They advised WineRacks.com of the problems and were instructed to open all of the packages and send me images of the issues. After reviewing the list of the affected components along with pictures, WineRacks.com apologized for the issues and on February *, 1015, informed them that after reviewing your parts replacement list with our company [redacted] we have come to the conclusion that we think it would be best if you palatize the racks and ship them back. The defective wine racks were then re-packaged, wrapped and palatized and shipped back to WineRacks.com on February **, 2015. When I was informed that WineRacks.com was taking the position that certain cracks in the wood were natural and they only intended to replace the problems that they judged to be required, I became extremely concerned. Not only were there serious defects with the products they had shipped to usdefects that they acknowledgedbut the overall quality was very poor and they had cost me the expense to pay the company for taking the wrapping off all of the racks, itemizing and photographing the defects and then repacking, wrapping and palatizing the racks and arranging for their return.I asked the company to convey my concerns about the WineRack.coms response to the company and they did that. The company then began refusing to communicate with the company. When that was brought to my attention, I wrote a letter to WineRack.com sharing my discomfort with their conduct, indicating that I did not wish to have any product returned to me and demanding a refund. After that there was a very unpleasant exchange with WineRacks.com with them claiming that the return was only to allow them to fix the items they deemed to require replacement and suggested for the first time that some unidentified pieces were custom pieces. I responded that in their e-mail of January **, 2015 they had expressly indicated that We will refund you when the racks return to our facility based on our terms and conditions. When I review my invoice there is no indication that any of the items are custom, in fact they are all listed as standard pieces. And there are no terms and conditions on the invoice and neither I nor any one from the company signed any contract with WineRacks.com containing any so-called terms and conditions.On March *, 2015, I sent an e-mail to WineRacks.com reiterating my request for a refund, and ending with the statement that if you choose to refund less than the full amount, I can then decide what I wish to do in connection with any amount you refuse to refund. I have received no communication from WineRacks.com since my March *, 2015 e-mail and so far as I know they have made no refund even though they have had all of the wine racks in their possession for more than a month and have had my money for nearly four months.Desired Settlement: Refund of my payment of $7,014.00 to my [redacted] card.

Business

Response:

The company employed by [redacted] contacted WineRacks.com on 11/**looking to order several advantage series wine racks which they were going to placeone in front of another to create an effect like double deep racks. The orderthat they were initially going to place would have been $7506.5. However, one of WineRacks.com's reps worked closely with [redacted]'s associate and let him know thatthe configuration they were looking to do would not work.Upon helping [redacted]'s associate, an order for actual doubledeep racks was placed on 11/**. The order placed on 11/** was $7,104 which actuallysaved the customer $402.5 as well as the hassle of trying to fashion racks towork in a way in which they were not designed.[redacted]'s associate was informed on the phone on 11/**and again in an email on 12/** that the "order was composed of some customracks." He was informed that there would be a 3 - 5 week production lead time andthat his card would be charged in full at the time of order. [redacted]'s associate was then emailed the receipt for the order as wellas an invoice which clearly stated the 3 - 5 week lead time. Both clearlyshowed the order was paid in full at time of purchase.Unfortunately, due to the holidays and snow closures, that lead time wasextended slightly. As per Wineracks.com's terms and conditions, (clearly posted on the companywebsite [redacted]), "WineRacks.comdoes not guarantee any estimated ship date and cannot be held responsible fororders that are delayed due to production changes or Acts of God."[redacted]'s associate was emailed updates about his order includingtracking when the racks shipped.On 1/**, [redacted]'s associate contacted WineRacks.com about issues withthe racks. Two of WineRacks.com's reps worked with him via both email and phoneto try to correct these issues. It was explained to him severaltimes that WineRacks.com would be happy to send replacement parts as necessary atno additional charge to him or [redacted].Unfortunately, in the midst of this process, another representative onbehalf of [redacted] became involved. On 1/**, he called in on two separateoccasions and yelled at two separate employees at WineRacks.com.[redacted]'s representative also sent various derogatory and threateningemails despite WineRacks.com's good faith attempts to rectify any defects hefound in his product. One such email, sent to several WineRacks.com employees on 2/*, stated thathe would just contact his credit card company and say he never authorized thecharge (a lie). [redacted]'s representative then called in several more times on 2/*, yellingat both a customer service representative and the company's bookkeeper.Throughout this, WineRacks.com worked to reach an amicable outcome based onthe company's outlined terms and conditions. WineRacks.com has numerous emails that show they agreed to pay to ship back[redacted]'s entire order, inspect it and fully repair or replace any defectivepieces and then return the order to the customer at no additional charge. These emails can be furnished upon request.[redacted]'s representative agreed to this repair both over the phone and viaemail. When the order had been fully repaired, upon WineRacks.com contacting thecustomer to arrange shipping back to him, he then decided that he didn't wantthem and wanted a full refund for the entire order. WineRacks.com then informed the customer that they would be unable to refund him the amountfor the custom-made pieces and that there would be a 20% restocking fee for theother pieces. All of this is clearly outlined in the company's Terms &Conditions available on their website. As per those terms and conditions, WineRacks.comalso reserves the right to issue a refund within 90 days of receipt ofthe item. This is in also accordance with the terms and conditions of [redacted]This policy has been explained to [redacted] via email

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Rather than respond to the critical issues regarding its untimely performance and defective products, WineRack offers no solution and merely engages in a one sided argument of "who said what to whom." WineRack's response is more notable for what it does not say than what it does say. It does not deny that:1. my credit card was billed $7,104 on November **, 2014 pursuant to a WineRacks invoice that does not identify any "custom" racks;2. the wine racks were delivered late; 3. when the wine racks did arrive there were more than 100 defects and the racks were of poor quality; 4. because of the itemized and photographed defects WineRack's [redacted] asked that the entire order be returned to WineRacks;5. the e-mail instructing my colleagues to return the order informed us that they could be returned for a refund according to WineRack's "terms and conditions" without any reference to any so-called "custom" racks;6. upon learning that WineRacks did not intend to replace the defective racks but merely repair those they felt required repair I immediately informed WineRacks that I wished to have a refund and did not wish to do further business with them; 7. WineRacks has had all of the wine racks in their possession for more than two months; and8. despite repeated requests WineRacks continues to refuse to make any refund of any amount and continues to hold my entire payment of $7,104.In short, WineRacks has offered no solution whatsoever. It merely claims that it is entitled to keep my entire payment despite its admission that its performance was not timely and its products were defective. It has now been rewarded for its unsatisfactory performance by having the use of more than $7,000 of my money for more than four months with no end in sight.I have hesitated to elevate this dispute to a more serious level with the hope that WineRacks would propose an acceptable solution but it appears this is not likely to happen so I am left with little choice.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have been in business for over twenty years and naturally want to supply the best possible customer service. We have been successful because of the quality and value of our product and because we stand behind it. In fact, the majority of our growth is through referrals. That speaks volumes for the quality and character of our reputable company. We have worked diligently with [redacted] and his associates to remedy this situation. 1. One of [redacted]'s associates was informed when he called in that some of the double deep racks were custom. These racks are not on the website as they are not standard components. He was informed of this again via email when the racks were still in production. If there was an issue with some of the racks being custom then this could have been addressed before the order shipped. The terms and conditions regarding custom racks is also clearly stated on our website 2. [redacted]'s representative was informed that there would be a 3 - 5 week production lead time and that his card would be charged in full at the time of order. [redacted]'s representative was then emailed the receipt for the order as well as an invoice which clearly stated the 3 - 5 week lead time. Both clearly showed the order was paid in full at time of purchase.Unfortunately, due to the holidays and snow closures, that lead time was extended slightly. [redacted]'s associate was emailed about this. While we acknowledge that the order did not ship within the estimated lead, as per Wineracks.com's terms and conditions, (clearly posted on the company website [redacted]), "WineRacks.com does not guarantee any estimated ship date and cannot be held responsible for orders that are delayed due to production changes or Acts of God." 3. WineRacks.com requested the racks be shipped back for a repair in part because the amount of flaws was in dispute. Many of the pictures provided by [redacted]'s associate would show the same component several times over while also including disparaging remarks about our staff. There were also a few flawed components that could have been replaced with just a bottle support but [redacted]'s associate instead requested multiple ladders.As a result, it was difficult to determine what replacement parts were needed. Typically, in the rare instances we need to repair a rack, we ship replacement parts to the client and this satisfies the issue. When it became evident this would not satisfy [redacted]'s associate, we requested the racks be shipped back for a repair. 4. [redacted] cites an email where "WineRack's [redacted] asked that the entire order be returned to WineRacks." This email was sent by our bookkeeper after meeting with our company [redacted] and going over all of the issues outlined by [redacted]. The email goes on to state that we would like them returned for "the opportunity to fix and repair the racks at our facility." [redacted]'s associate agreed to this and I have included those emails as an attachment.We picked the racks up per this agreement. There were also several emails and phone calls exchanged between [redacted]'s associate and WineRacks.com's bookkeeper that further specify that the racks were to be repaired. The racks were promptly picked up by a freight carrier and repairs were conducted the day of their return. Our production staff worked to make these repairs as agreed upon.When the order had been fully repaired, upon WineRacks.com contacting [redacted]'s associate to arrange shipping back to him, he then decided that he didn't want them and wanted a full refund for the entire order. [redacted] states in this dispute that "upon learning that WineRacks did not intend to replace the defective racks but merely repair those they felt required repair I immediately informed WineRacks that I wished to have a refund." However, it was stated several times to [redacted]'s associate that the racks were being authorized as a repair. [redacted]'s associate responded to our suggestion to repair the racks positively and authorized for them to be returned as a repair. Emails stating this have also been attached. However, we have offered two solutions as per our terms and conditions.The repaired order can be shipped back to [redacted].Or WineRacks.com will offer a refund as per our terms and conditions. We would be unable to refund him the amount for the custom-made pieces and that there would be a 20% restocking fee for the other pieces. All of this is clearly outlined in the company's Terms & Conditions available on their website.We are also currently working with [redacted]'s credit card company to resolve a dispute he filled. As of this date, he has been refunded.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your IAnswer Here]

I reponded previously and explained why the response by the business did not address the fundamental issue that they have my money as well as all of the product involved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Our company opened it's doors in [redacted] of 2011 after purchasing 23 mahogany wood display units from Wineracks.com. Our order consisted of four (4) "double tier island merchandiser" units, five "double tier merchandiser base w/ adjustable shelf top" units, and nine (9) "adjustable shelf display rack" units at a cost of nearly $13,000. After just one year, every shelf on every "adjustable shelf display rack" and "double tier merchandiser base w/ adjustable shelf top" began to bow and break. We took emergency action to reinforce the units to prevent any further damage and promptly contacted Wineracks.com regarding the issue. After several months of back and forth, they finally agreed to fully replace all adjustable shelving units (14 in all) with a new and improved model. The brand new units were delivered on */*/13. Less than one week later, all shelves were already showing signs of bending. I hired a carpenter to come do an inspection of the new units and he informed me that the design flaw is a fundamental one. Frankly, the units are not designed to hold the necessary weight and that soon, all of the new units will fail. Further, I had paid to have all units constructed from mahogany, yet the new "improved" units were cobbled together from only mostly mahogany. I have brought this to the attention of the company's VP and it's Director of Sales. I have offered photographic evidence and have consulted a professional carpenter. The defects are clear and not subjective, yet the company seems unwilling to come up with a solution. Beware of wineracks.com's, terrible customer service, shoddy, overpriced products, and refusal to refund your money for a fundamentally flawed productDesired Settlement: I would like either a full refund for all defective units, or an agreement to pay to have the units reinforced by a professional carpenter of my choosing.

Business

Response:

We are a successful manufacturing business for over 20 years. We have been successful because of the quality and value of our product and because we stand behind it. In fact, the majority of our growth is through referrals. That speaks volumes for the quality and character of our reputable company. We do enjoy an A+ Revdex.com rating.

We do not bait and switch wood species. We do have the BOL (Bill of Lading) for the wood in this order stipulating Mahogany. The BOL is a legal document between the shipper of a particular good and the carrier detailing the type, quantity and destination of the good being carried. Wood is a natural product and thus some color variation may occur. With plywood some deflection may occur also. This is normal. In addition, the design of this unit is a known good design dating back to the 50's and was tested here at our manufacturing plant. Again, some normal deflection may occur. Customer did not pay for solid stock shelves.

The customer tested the replacement product upon receipt and in fact he himself grabbed the shelf and hung from it to test the strength. He approved. In addition, the replacement product (replacing from 2011 order) was fully assembled and delivered (for free) and not boxed and thus, again, visual inspection by the customer was done. Unsure why, if customer was unhappy, he would not have said anything to anyone at that moment upon receipt; or even denied the order if unsatisfied. It is not as if items were boxed and we just delivered and drove off. As a side note the replacement product we picked up and replaced is in service at our retail showroom with no signs of failing. There are thousands just like it throughout the world with no complaints.

With all of that said, and the documentation present to be able to "defend" our product if need be, we would accept replacing the plywood shelves with solid stock shelves at our expense. The solid butcher block shelves would be placed on our order board and built and delivered for free upon a next come next serve basis. Production is generally a 4-6 week lead time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

To be clear, what Wineracks.com describes as "deflection", is actually their product, quite literally, falling apart due to poor construction (see attached photographic evidence). I know this because I have had the shelves inspected by two different professional carpenters who both said the same thing. When asked by me for their professional opinion as to why the underside support rails are becoming visibly dislodged, they both cited the same problem and prescribed similar solutions. That problem is that the underside support rails are not attached to the shelves properly. The rails must be attached to each shelf using wood glue and screws. Wineracks.com's current design has them attached with wire brads, which are not sufficient to support the weight Wineracks.com claims their shelves can safely hold. This flaw causes the shelf to bend while it "pushes" itself away from the improperly attached support rail. It is because of this fundamental design flaw that the carpenters I consulted all said that sooner, rather than later, all of the shelves will break under the weight of my stock.

The new adjustable shelving units were tested by me, although not in the manner described in Wineracks.com's response. I tested their product by returning my stock to the shelves and waiting. I did not have to wait long. The first support rail became dislodged within a week. I do not want to wait to see more shelves and bottles come crashing down again. The safety of my staff and customers is too important to me.

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Description: MANUFACTURERS & PRODUCERS, WINE STORAGE EQUIPMENT

Address: 819 Route 32, Tillson, New York, United States, 12486

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