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This firm manufactures and sells all types of wine storage to residential and commercial customers.
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A BBB Accredited Business since
BBB has determined that WineRacks.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Michael Babcock, President
MANUFACTURERS & PRODUCERS WINE STORAGE EQUIPMENT
819 Route 32
Tillson, NY 12486 Directions
PO Box 67
High Falls, NY 12440
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Additional Phone Numbers
- (888) 687-2517(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: 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 ********* 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 **** card.
The company employed by ****** **** contacted WineRacks.com on 11/**
Better Business Bureau:
[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."
In order for the BBB to appropriately process your response, you MUST answer the question above.
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 *** **** and his associates to remedy this situation.
1. One of ****** ****'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
*** ****'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. *** ****'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 *****************), "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."
Many of the pictures provided by *** ****'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 *** ****'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 *** ****'s associate, we requested the racks be shipped back for a repair.
The email goes on to state that we would like them returned for "the opportunity to fix and repair the racks at our facility."
*** ****'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 *** ****'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 *** ****'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.
*** **** 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 *** ****'s associate that the racks were being authorized as a repair.
*** ****'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 *** ****.
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 *** ****'s credit card company to resolve a dispute he filled. As of this date, he has been refunded.
Better Business Bureau:
[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 BBB to appropriately process your response, you MUST answer the question above.