"Placed an order one week before Christmas because they stated free two day delivery, thinking I would have this by Christmas. Well delivery date of 12/20/16 came and nothing I called the next day 12/21/16 and was told it was shipping out and I would have it on 12/22/16. Nothing...I called again on 12/23/16 and asked to cancel my order, was told I couldn't cancel because my order was in process status. They had a lot of employees call in sick around the holiday and couldn't get my order fulfilled as promised. Was again told my order would be shipping out on 12/27/16. As of today, I still have nothing and I am being told the same thing....My order will ship soon and a tracking number will be generated. I am contacting my bank to try to get my money back. This company doesn't even deserve to be rated one star!!!"
"They are the kings of false advertising - they list and advertise their wines at a certain price, going so far as to create Google ads, and then you get to their website and type in your zipcode and voila! the price goes up. Then they try to claim that due to legal restrictions they have to change the prices. It's a complete scam. The state doesn't have anything to do with pricing, only taxes. Such garbage. "
"Received a lovely gift through wine.com. But he Govida chocolates were melted. Makes me question whether the Cabernet Sauvignon is toasted too!"
"Issue with delivery and Wine.com customer service could care less. Have spent over 3 hours in total on the phone with FedEx and Wine.com with absolutely zero resolution. Issue is they ship via FedEx Ground. Bring your business elsewhere!!!!! I am and it will be local!"
"Horrible customer service - ordered a month prior to Christmas as a Christmas gift - just two bottles of red wine - a month later and they were just sent - but delivery date is 1/1/16 - too late for Christmas - customer service was a joke - the assured me it would be here prior to Christmas - now they won't respond to me - live and learn - one of the worst companies I've dealt with"
"Bought an expensive bottle of wine for a gift and paid extra for a gift bag which I never got and the customer service basically said :oh well". They have the worst CS. Won't be back or recommend to anyone. "
"This company is a joke. Their customer service was so rude to me when I called about a shipment. I paid extra to have a bottle of wine delivered as a birthday present and waited at my house for three days since you have to have a signature when it is delivered. The customer service lady told me to leave work and go pick up the package after I had spent extra money to have it sent to my house by a certain date. She also told me to just give it to the person late because there was nothing she could do about it. She also went on to tell me that they do not refund for shipping because it was weather related however, it has been 40-50 degrees everyday since I placed the order so there was no reason why it was not shipped. I will not order from this place again because of the way they treated me and my time. "
"Only half the order arrived. They don't know where the other box is; Fedex says that the tracking number is bogus and they won't refund until I refuse shipment. How can I refuse something that does not exist? Time to let American Express handle it. Disputed immediately. Only use the service because some wines not available in my area. Last time tho."
"Worst customer Support By Sarah and service ever."
"i ordered 4 bottles of wine on Friday evening. They arrived on Monday morning in perfect condition. I got exactly what I ordered and earlier than expected."
"The packing list in my package described the content of my order; however, the $39.00 bottle was replaced by a $24.99 bottle but the charge remained $39.99. I was told that a replacement was being shipped right away.The bottle never arrived; although wine.com had generated a FedEx label the package was never delivered to FedEx."
"They took four months to ship a bottle of wine I had sent a friend for his birthday. I didn't know it took that long, and when I found out today, I called to complain. Customer service was completely condescending and rude. I understand they don't need my business, but they don't need to be rude about it."
"Hey I ordered a gift basket and 4 bottles of Merlot for my Mom in Florida and it arrived as promised and met all expectations. I also recently ordered a case of closeout wines for $96 and feel I received more value than expected. Only disappointment was they were out of stock of one of the best Sauvignon Blancs I have ever had."
"Truly terrible service. No way to adequately communicate via their website. If you place and order, good luck trying to cancel it, even an hour later. "
"HORRIFYING CUSTOMER SERVICE! My mother tried to send me a bottle of wine that never arrived. It got sent back to wine.com because FedEx had delivered it to a local FedEx store (without notifying me OR my mother) and no one came to pick it up within 5 days (neither of us were notified that it was shipped). When my mom tried to have it redelivered, wine.com had the nerve to say that she would be charged for shipping/handling!
Erin
Hello, how may I help you?
Customer
Hi I just spoke with a representative about an issue my mother had with an order she placed for me.
And i'm very disappointed
The representative was rude and told me that my mother would not be refunded the shipping costs for a bottle of wine that I never received
because she "chose" the shipping method
I went on the website and created an account to see what shipping methods she could choose from and there was no explanation of what any of the shipping methods entailed
So he agreed that wine.com would send me a new bottle and not charge for shipping
but did not offer the option of just refunding the total order price including shipping/handling
and then he told me that they didn't even have the bottle that she ordered
You have been transferred to: Sarah.
Customer
which basically meant I had to accept a bottle of wine that my mother didn't even really order, with no other recourse
I'm not really sure how else to deal with this sitaution, it is just very upsetting
my mother was just trying to send me a birthday gift and it never even got to me and now she has no other option but to pay for a bottle of wine she didn't even want? it's just ridiculous
You have been transferred to: Sonia.
Sonia
Hello this is Sonia
Customer
Good morning Sonia
are you there?
Sonia
May i ask what where the circumstances of why the bottle was not able to deliver to you
Or do you have an order number?
Customer
i do
8870666 - 6957593
Sonia
Let me take a look at the order
Customer
ok
Sonia
The reason why the shipping would not be refunded would be because the order was shipped on time and it was held at the FedEx hub for a week and a confirmation was sent.
Customer
That has already been explained to me. However, I never got a notification and neither did my mother
I went to Fedex because she tracked the package with the tracking number and it said it had been delivered to the Fedex
otherwise she would have had no idea!
So to charge her for shipping is absolutely ludicrous
and just FYI, here is a link to a website with reviews for wine.com shipping/customer service. you guys might want to think about some of your policies/shipping methods. a lot of people are unhappy.
http://www.resellerratings.com/store/Wine
and the situation is pretty simple: customer paid for wine/shipping for a bottle that never arrived. full refund, end of story
Sonia
On the 20th a confirmation was sent to her email ending in live.com
Customer
okay well, apparently she never got it
and even if she did, i don't see how that would matter, given that the site doesn't even explain the shipping protocol.
I made an account and looked at the different shipping options and even did a search
and there was no information whatsoever
on what the shipping entailed
if you are going to blame the customers for "choosing" a certain shipping option A) make sure there are actually options; B) make sure the customer understands what these options entail, e.g., if they choose standard shipping they will be expected to wait for an e-mail confirming that the item has been shipped and then they will have to contact the recipient to go pick up the item
it's mind boggling that we are even still having this conversation
just so you are aware, i will be saving this conversation and posting it on any and every review website I can find and I will be vehemently telling people not to EVER sign up to be a member on wine.com. this has been a horrible experience. Not only did i not receive my birthday gift, but now I've wasted almost an hour
Sonia
I apologize for all the inconvenience. Wine.com is paying for the shipping of the replacement order
Customer
yea, but the replacement order isn't even the bottle of wine that she wanted!
she shouldn't have to pay for any of this
Sonia
Would you like a Supervisor to reach out to you
Customer
Only if they can help, otherwise I would really rather not waste any more of my time
Sonia
I can offer an account credit for the full shipping if you would like
And for verification your order will be shipping to the FedEx location and it will arrive tomorrow the 21st. It will he held for a week
Customer
So she will be getting a refund for the shipping and I will be getting a new bottle of wine?
Sonia
Yes she will receive a credit on the account for the shipping cost and wine.com will send the replacement at no cost
Customer
ok thank you very much
Sonia
Your welcome and we are very sorry for all the inconvenience
11:56 am
Customer
have a good day, Sonia
"