BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This firm manufactures and sells all types of wine storage to residential and commercial customers.
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
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Type of Entity
Business ManagementMr. Michael Babcock, President
MANUFACTURERS & PRODUCERS WINE STORAGE EQUIPMENT
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (888) 687-2517(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Problems with Product/Service
Read Complaint Details
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.
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.
Better Business Bureau:
[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.
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.