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In Metropolitan New York, Long Island, and the Mid-Hudson Region

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Description

This firm manufactures and sells all types of wine storage to residential and commercial customers.

BBB Accreditation

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 16 factors. Get the details about the factors considered.

Factors that raised the rating for WineRacks.com include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Additional Information

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BBB file opened: June 01, 1997 Business started: 01/01/1992 in NY Business incorporated: 01/01/1999 in NY
Type of Entity

Corporation

Business Management
Mr. Michael Babcock, President
Contact Information
Principal: Mr. Michael Babcock, President
Business Category

MANUFACTURERS & PRODUCERS WINE STORAGE EQUIPMENT


Additional Locations

  • 819 Route 32

    Tillson, NY 12486

  • PO Box 67

    High Falls, NY 12440

  • 1
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Additional Phone Numbers

  • (888) 687-2517(Phone)
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Complaint Detail(s)

10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our company opened it's doors in ******** 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 product

Desired 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+ BBB 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: Better Business Bureau:

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 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.

My complaint with the BBB states that I would be satisfied with either a full refund for all of the adjustable shelf display racks and adjustable shelf tops, or a TBD cash reimbursement for hiring a professional carpenter of my choosing to reassemble the shelves properly.  After reviewing Wineracks.com's offer to replace my plywood shelves with solid stock shelves I am choosing to decline.  I have been advised by a professional carpenter that solid stock at 3/4 thickness will still not be sufficient to hold the weight if support rails are once again attached improperly by using a brad nailer and not "glued and screwed".  Further, I did not pay for solid stock and would not expect Wineracks.com to provide me with something I did not pay for at their expense. However, I will graciously accept their offer and allow Wineracks.com to "make good" and replace their poorly made shelves with a better designed product, under one condition.  The new shelves must be made to the specs that the professional carpenter we consulted specified in order to hold the weight.  If my counter offer is accepted, I will provide the above mentioned specifications.


Sincerely,

**** ****** 



 

Business Response:

Again, we have served over 500,000 customers over the course of the last 20 plus years. We have received very few legitimate complaints and again enjoy and have earned an A+ BBB rating. Our production staff has made millions of products over this time frame and are true professionals in manufacturing our vast product line. Any attempt to discredit our professionals is unfounded by sheer volume; simply by way of happy and thrilled over one half million sales.

 

Therefore, without having an understanding of what the counter offer specifically would be from the customer we have no idea of what to agree to. “The new shelves must be made to the specs” ,as the response states, does not give enough specific or “spec” information to warrant consideration.

 

With that said, we will say for certain that if anyone can recommend a better weight bearing option (within specs of the existing design) than a ¾” solid mahogany stock butcher block, in a wood species we provide, we would be willing and encourage the mind share.








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/4/2012 Advertising/Sales Issues
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