Zagat Wine

We have contacted the customer and fully resolved the issue

Hello
We
have...

attempted to reach [redacted] via phone and email on several occasions between
September 10th and September 22nd with no success, so have mailed the attached letter 9/23.
Many thanks.

We have contacted the customer and fully resolved the issue.

Review: I signed up for Zagat Wines last fall because they were offering a very good selection of wines at a great introductory offer price. The basic agreement was that Zagat Wines would provide me with a notice 4 times per year of an upcoming shipment, this notice was supposed to include a list of the wines in the upcoming shipment and an option to cancel the shipment if the wines were not acceptable. Zagat Wines has shown a clear repeated way of doing business as in regards to these unsolicited selections of wine that is supposed to be shipped quarterly, and I am upset about it. The shipment for June 2012 was charged to my credit card on June 6th with a pending debit, on the 12th of June I received a letter in the mail that a upcoming shipment was scheduled (no list of wine or an option to cancel) and then on June 14th I received an email stating the wine had shipped, but when I went to track it the wine was already on the truck for delivery. I then asked my wife to refuse the delivery and the wine is now on it's way back to the Zagat agent that ships the wine in CA.

I called Zagat Wines on June 6th to stop the shipment, but I was told the wine had already shipped. This was clearly untrue. And was told that a refund would issue immediately when the package status changed to "refused", but the refund was not given.Desired Settlement: This seems to be the regular way Zagat Wines does business since this is almost identical to the process in March of 2013 when they also shipped me a case of wine without getting my approval.

Along with an apology I'd like a full refund of the purchase price charged for their poor service.

Business

Response:

We contacted **. [redacted] on 6/18 regarding his concerns. The supervisor he spoke with apologized for any frustration and explained how the preview process for his wine club shipments works. A refund has been completed for the order that was returned. We believe that this issue has been resolved to **. [redacted]'s satisfaction, but are always happy to assist him further with any questions or concerns.

Sincerely,

Cusotmer Service Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Apologizing and then blaming the customer for being stupid isn't apologizing, Zagat or their fulfillment agent made mistakes. It was NOT my mistake to ship me wine without notifying me. The company didn't send the notification, and I am not clairvoyant so I cannot properly respond to a psychic shipment notification. I think the company missed the point; CC charged on June 6th, wine "notice" arrived on June 12th, wine shipped on June 13th, wine shipment notification was on June 14th (the day it was rejected at my home).

Review: This is a simple complaint; I’m submitting it via the Revdex.com because written requests to Zagat, as well as requests by phone to Zagat are not completed and the issue remains unresolved.

I purchased an introductory order from Zagat in May, 2014, then another order in June, 2014. Neither of these orders appear in my order history; when I report the problem Zagat tells me that they either can’t find my account, or that my account is associated with my sister, [redacted]. Or that I “registered” instead of “logging on” or vice versa. Whatever that means. When I ask for an explanation of their terminology I’m met with defensive, abrupt attitudes.

I just called again and asked that the problem be corrected so that I can view my order history and place another order. I received the same treatment: "we’ll look into it and have someone call you".

This can’t be that difficult to fix. Zagat is a relatively good company, but the people answering the phone and the email traffic aren’t getting it.

Please intercede on my behalf to help correct this for me.

Thank you.Desired Settlement: I want my account fixed so that I can review my order history and place other orders online. It's not that difficult.

Review: Company charged my charge /debit card unauthorized causing my bank account to fall into a negative balance possibly causing my checks to bounce. When I called the company to try to resolve, they advised me that they couldn't issue a credit until the case was delivered to me, rejected my me, and returned to them. As of today, it still was not delivered and no refund was issued. I am without that money in my checking account and the checks I have written for other bills may bounce because of this unauthorized withdrawal. I have sent an email also and their answer was now they would cancel the membership but no mention of the refund I requested. I cancelled the membership 3 months ago and in fact ran I to the same problem and returned the case of wine. However, after many phone calls, emails, etc. they finally refunded my money before they received their case of wine back. Now, this time, even though the membership was cancelled 3 months ago, they ship wine, deduct money out of my checking account unauthorized and when advised of their mistake, have the nerve to tell me I would have to wait for the refund until the wine is delivered, reject that delivery and when they receive it back, will give me a refund. Not a very good practice. In the meantime, my checks are in danger of bouncing I don't have any extra money to cover those checks and pay any bank charges for bounced checks.Desired Settlement: Refund plus some sort of restitution for my time. A free case of wine in addition to the refund would show good faith.

Business

Response:

We have contacted the customer and fully resolved the issue.

Review: I called in May of 13 to cancel membership an order. Thought that it was taken care of like I was told. Then I get a charge that I didn't authorize. I call Zagat Wines to find out what was going on and was told that I did not stop anything. asked to have the order stopped an money refunded I was told that they could not do so.Desired Settlement: I want my 167.40 back !

Business

Response:

Thank you for the opportunity to respond to **. [redacted]'s complaint.

When **. [redacted]s contacted us in May the agents who assisted him cancelled his pending order, but did not cancel the membership in the Zagat Wine Club due to a misunderstanding. As a result the scheduled quarterly shipment was sent in early August. When **. [redacted]s contacted us regarding this issue we filed an intercept request with the carrier, which was successful. A full refund was issued for the case at that time. We have been attempting to reach **. [redacted]s to explain this, but have not yet been able to get in touch with him.

Sincerely,

Customer Service Manager

Review: I called twice to make sure my membership was cancelled. Once on 6/20, and again in July. On 9/5 I see an unauthorized charge for a delivery I never knew I was receiving. I find this business practice fraudulent because:

1) Both customer service reps I spoke with in June and July assured me I was cancelled and will not be receiving further deliveries.

2) The delivery in September was never notified to me. Had I not checked my statement, I would not have known it was coming.

I find Zagat trying to sell using fraudulent business practice without proper disclosure. I see similar complaints from other former customers below. By no means is this an isolated case, but a general pattern of hoping to achieve sales not through customer agreement, but hoping to "slip a fast one".

I called Zagat to make sure, this time, my membership is truly cancelled. While they assured me over the phone that it was, and I made the supervisor personally send an email to me that it was, I simply don't trust a business like this, with a history of fraudulent and unscrupulous behavior, to have my credit card details on file. When I ask them to delete my credit card, they said they can't. I believe I have a right to privacy and they are violating this right.

Business

Response:

HelloWe

have attempted to reach [redacted] via phone and email on several occasions between

September 10th and September 22nd with no success, so have mailed the attached letter 9/23.Many thanks.

Review: I checked my credit card for recent transaction on 03/04/2013 and found an unauthorized charge by ZAGAT WINE on 03/01/2013. I didn't order any product from Zagat Wine in the past 3 months and definitely didn't place any order around 03/01/2013 and never got any inform that the order was placed. If I didn't check my credit card transaction, I couldn't know this charge at all. The charge, 171.18 dollars, got my credit balance over drafted and I concern its impact to my credit report.

I contacted the customer service of Zagat Wine by email and phone immediately as found the charge, but no response so far, except of one automated reply of my email received. I called them for many times , but the line was busy all the time. I cannot get contact with them now.Desired Settlement: I need my money back. Zagat Wine has responsibility to refund the charge to my credit card.

Business

Response:

Thank you for the opportunity to respond to [redacted]'s concerns.

The customer joined the Zagat Wine Club in September of 2012 through a promotion sent to customers of [redacted]. The Zagat Wine Club provides quarterly shipments of wine to all members. They are notified in advance of upcoming shipments via email and have the ability to make changes to their shipments online. The customer received an email notification of the first quarterly renewal on 11/20 and went online to skip the shipment on 11/21, so it was clear that this was a club membership.

A reminder for the March shipment was sent on 2/12 and asked the customer to contact us within 10 days or go online to their account if they wished to make changes. Since we were not notified, the shipment was prepared the first week of March. On both 3/7 and 3/12 the customer contacted us regarding the order and we explained that the best course of action would be to have the gift recipient refuse the shipment and a full refund would be issued once it was tracking back to us.

In researching this I see that the customer indicated the gift recipient is not available to refuse the package, so I asked our shipping department to intercept the package with FedEx and have it returned to us immediately. FedEx has responded that they are in the process of doing this, so a full refund has been issued to the customer's credit card. In addition I have canceled the Zagat Wine Club membership so that no further cases are shipped.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the Revdex.com making great effort on the complained case and save my lots of time on solving the matter. I checked my credit card account today and saw the refund from the merchandise. Even though I didn't receive the reminder of shipment on 2 Feb claimed by the merchandise, I appreciate their concern on my case and interception of the delivery in time for avoiding the further unnecessary inconvenience. I attached the complete email list from Zagat Wine from 14 Jan to 4 Mar 2013 and swear I never delete any one of them.

Say thanks again for the Revdex.com's help.

Regards,