"An expensive order a month ago was not delivered to me due to a breakage by Fedex. 5 telephone calls and a month later I have still not received a refund despite on each call being assured that the refund will hit my account within 2-3 days. What is going on here??? What is wrong with this company??? It seems that I am not alone here with this type of experience. Bottom line: this company should not be allowed to trade - a consumer watchdog should step in."

"I ordered and paid for a very nice bottle of wine as a gift for my boss for the holidays. I didn't know their family was out of town, so when there was no one to sign for it after several attempts, the wine was returned to Wine.com. I only knew this from checking the shipping tracking code.

I called them to find out how I could arrange a new delivery. Get this: they told me that because the wine I bought was so in demand (and they were out of stock), they gave it to someone else and would I like to substitute a different wine? You can imagine me trying to explore this with a customer service agent with no ability to do anything but follow a simple script - i.e., "sorry, that's all I can do" - so ultimately I requested a refund. No problem, they said, except I would of course have to pay for the shipping attempt!

What a rip-off. I paid for that wine, they gave it to someone else, and then charged me for the failed shipping attempt. Never again, Wine.com!"

"I had placed an order on December 5th for a shipment of wine. A label was created on the 8th of December. For a week it sat at label created, so I called to see what the issue was. They told me shipping was behind and it would be moving shortly. By the 15th of December 4 days after scheduled delivery I called again. They gave me the same excuse. So i asked to cancel the order. They said they would and it would be 5-7 days to process. 2 weeks later I called back after not receiving the refund and they told me one was never started and they could not process it if the package was in transit. However the package never left their warehouse, it was lost. They tried to create a new shipment and refund it. Needless to say after 6 phone calls, and no refund a month later, I'm done with this company. They have stolen my money and given me nothing. They refuse to refund me and constantly gave me the run around. I beg you to not use this company for your own sanity, its not worth the frustration should anything go wrong. They literally do not care about their customers."

"Since I’m not able to post to the main page, I feel like I should warn possible customers of how much of a nightmare it has been dealing with this “company”
After no contact of why an order wasn’t shipped when the bottles said, ships today online. I spoke with customer service who told me a manager would call me, 3 days later, a manager calls me on her personal cell, and says “I’m not sure why you needed to talk to me” and tells me, she doesn’t know why my order never shipped but she can promise me one by Saturday. Saturday comes and guess what, no order and no movement on the second order. After I reach out to the manger with no success, I get an update that the order will now ship on Tuesday. I call customer service again to tell them, I’m not available Tuesday for this package, in which, they blame fed ex for slow deliveries. When the label has been printed that day, fed ex has nothing to do with it.
I call fed ex to hold the package for a 5-8 pm delivery and pay them money because that’s a night delivery, to find out wine.com has sent them a message to reschedule the delivery AFTER I’ve handled their customer service issues again.
All for two bottles of wine. This is by far the worst company I’ve ever felt with, no offer to discount everything after I’ve had to pay fed ex to be able to sign for a package I would have been home for twice had wine.com got their stuff right.

Save yourself a headache and just go to your local wine store."

"Ordered 3 bottles of wine and two weeks later received 3 wrong bottles. Called them and they told me to keep the wine and they would **** out the correct wine. 2 weeks later received the wrong wine again and have yet to hear from a manager. Staff is rude and has no concern at all about it."

"I ordered 4 bottles of wine a week before Christmas and entered the code for 1 cent shipping. The e-mail confirmation I received showed the 4 bottles, 1 cent shipping and that the order would be received Dec 27th. On Dec 22nd I received 3 of the bottles and a receipt showing that I was charged $26 in shipping less a $17.**** credit. I contacted customer service and wasted over 2 hours of my time trying to get them to refund the extra $8 in shipping. The cs rep kept referring to the invoice I received and kept stating that I had chose expedited shipping even though I had sent him a copy of the original confirmation I received. DO NOT USE wine.com to order anything. They will rip you off for additional shipping and pretend like you made that choice. (I did tell them not to bother sending the 4th bottle...for fear I will incur more outrageously priced shipping charges.)"

"Worst experience ever I wi never order from wine.com again. Very rude customer service and when I wanted to cancel the order they shipped it anyways. I had to return It myself because they wouldn't cancel my order then they shorted my refund"

"I have ordered from wine.com for many years. They used to be a good company. I had two bad experiences (late shipping, wrong wines) in the past year or so, but they finally righted the wrong. I decided to give them one more try, what a mistake!! Ordered 14 bottles on 11/22, said they would ship by 11/30. Nothing for 2 weeks. Did not respond to emails or chat. Extremely rude on the phone. Now they tell me it will be up to a week to see a refund. Terrible, terrible company, stay far away!!"

"This is my second negative experience with wine.com.

The first left left a bad taste in my mouth, but ultimately they owed me nothing so I moved on. (I had added a Stewardship membership to my account. Shortly thereafter, my wife was pregnant and we never got to use the membership during the next year. I inquired if they could extend my membership another year. The reps would not budge.)

But after this latest incident, I have resolved to never spend another dime on wine.com. My added 12 bottles of wine to my cart, applied a promo code for one-cent shipping, and left it to sit overnight. The next morning I saw I had not clicked "submit" so I did so -- the screen showed the coupon as still having been applied. When I received the order confirmation, I saw I had been charged the entire shipping amount (over $37). I first tried an online rep (Sebastien), who was unhelpful, borderline rude, and signed off without even acknowledging our conversation had ended. He offered to apply a $10 credit to my account (although he "could get in trouble for doing so since wine.com did not make an error"). I then tried email support, who gave me back the same canned response, this time with even a more insulting offer. Long story short - this was your screw-up wine.com and refusing to apply a credit amount borders on fraudulent.

I have since submitted a dispute to my credit card company. If that doesn't work out, I will be filing a complaint with the FTC.

"

"I order business and personal gifts. Generally it goes well, but this year they had some issues. The biggest issue was a big order for one of my most important customers. Ordered it at the end of November to ship ASAP....it's the 26th of December (this was a Christmas gift) and it still has not shipped! I called multiple times over the past month...frustrated"

"On 12/22/2017 I wrote a very frustrated and low review. After calming I called the company and spoke with a very cordial and apologetic representative to offer a suggestion to their website about deliveries around the Holidays! I received a picture of the gift from my daughter on 12/23/2017 and an attempt was made to deliver to my son ( they were out doing last minute Christmas thing )! If they had been notified the shipment was coming on the 23 instead of the 26 they might have been home! That aside , Wine .com did attempt to make all this right, so they do get Kudos for that!! What I love about this site is the fact you can choose the wines you want to send instead of random choices! Also I think the Stewardship Shipp8ng is Awesome!!! Changing my rating to 4/5. Still had very frustrating week worrying about delivery without updates and 2 of the people chatted with were rude! Everyone I actually spoke with were extremely nice, curteous and professional.
3 orders placed on 11/20 2017. Pd for at time of order! To be delivered on 12/19/2017 ( one month for delivery)! Called and changed one delivery to 12/12 ( recipient out 12/19) Customer Service extremely professional and nice! Delivered as scheduled! Other 2 orders not even processed by 12/17. Chatted everyday with support personnel. Most very nice and helpful tone! 2 very short and very rude tone. Site advertising quaranteed delivery if order placed by MN 12/20. No tracking # applied to my orders til Friday 12/22! On Thurs 12/21 again Promised delivery before Christmas ! Told my order was being processed and would ship from within that state Friday Morning! Finally got Tracking # noon Friday (today) Fed ex shows delivery Tuesday 12/26 2017! So frustrated! "

"Ordered a gift card 3 week before Christmas and never received it ! DO NOT DEAL WITH THIS SHADY COMPANY !"

"I ordered a Christmas gift of a magnum of champagne for my best friend. Wine.com delivered a much less expensive regular bottle of Cab instead of what I ordered. When I called to get the situation resolved and to get my friend her correct Christmas gift......I was told that she would have to return the bottle that they incorrectly delivered, before they would ship my correct order of the champagne ....that I already paid for!!!! Unbelievable rudeness from Vivian, the customer service representative. She actually wanted me to buy the incorrect bottle on top of the original order that was screwed up!!! So now...my friend has no Christmas present AND she has to repackage the incorrect order and take it to FED EX to get returned. Am I the only one that finds this ridiculous????? Forgot to mention that discount codes did not work on the site and I was on hold for over 15 minutes."

"I ordered a bottle of Zenato Amarone 2013 from wine.com on 11/30. I specifically ordered that bottle for a very important client as a Christmas gift. I needed that bottle and that year, which is the only reason I ordered online from this company. I received tracking that said my order would arrive on 12/6. Since the wine needs a signature, I actually waited around for my shipment that day. No wine came. I called the company last Thursday, 12/14 to get a status update. After being on hold for 29 minutes, I was told the wine would arrive that day. Again, it did not. The box arrived the following day. When I opened the box yesterday, I saw that a different wine...a cheap $14 Valpolicella was substituted for the product I had purchased. I called the company to report the mistake. I was told that the wine I ordered was out of stock. My customer assistance representative was DOUG. His response to the wrong wine sent was, “Well that’s unfortunate…”. He did not even apologize on behalf of the company. I asked to speak to a manager, PIERRE. I was told he would call me back. I did not get a call. After speaking with customer support today, I requested my money back + a new bottle sent to me with a waived fee as compensation for the product being out of stock, the wasted time waiting for the bottle to arrive, and the wasted time with customer support. This was agreed upon by the first agent (J.P.), and I was transferred to a sommelier (CHARLES) to pick out a replacement. I was then transferred back to customer assistance (CRYSTAL). This back-and-forth lasted 2 HOURS. CRYSTAL, who would not bother to read my conversation with the other reps, abruptly ended the conversation without a solution (in case that wasn’t clear, she hung up on me).

In summary, I strongly recommend against using wine.com, on the following grounds:

1. The company failed to send the product on time (order date 11/30, expected delivery date 12/6)
2. The company failed to give the customer new tracking information after the original shipping date was missed (customer had to call customer service to receive shipping information, 29 minute hold)
3. The company failed to send the correct product to the customer, after 2 shipping dates were missed (Zenato Valpolicella Superior 2014 ($14) was substituted for Zenato Amarone 2013 ($60)
4. The company failed to correct the mistake by sending the customer the right product (Zenato Amarone 2013 was out of stock on 12/20)
5. The manager of customer service failed to call the customer back to handle a customer complaint (customer requested to speak to manager Pierre on 2 occasions. The manager did not call)
6. The company failed to handle the situation with one single customer service agent who knew the specific situation (customer was shuffled between JP, Charles, and Crystal) over 2 hours
7. The customer service representative Crystal did not agree to a reasonable solution (refund + new bottle and shipping waived), even though another agent (J.P.) agreed to honor the request.
8. The customer service representative failed to handle the complaint in an appropriate manner when she abruptly ending the conversation (hanging up the online chat), with no agreed upon resolution

Again, the agents who I spoke to were DOUG, J.P., and CRYSTAL. The manager who did not call me back was PIERRE."

"I discovered a fraudulent charge to my credit card from this company. I contacted them to ensure that that merchandise wasn't shipped. It's been 10+ days and I still have not received a refund. I've contacted the chat line several time, called Customer Service and finally got the phone number of their Fraud Dept. which consists of one person named Natalie- 415/248-4412. She hasn't answered her phone in 2 days. Will I ever get a refund. The worst company, period!"