Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never thought that ordering wine online for my birthday will leave me without Wine and without money in 21 century America!!!!Ive placed my online order with Remedy Liquor ************************************ order summary $112.95 Order REMEDY ****** Confirmed May ********************************************************** a note that they will try to deliver tomorrow and if no one will be at home during business hours - they will ship it back.I went with this note to the *****, saying that I wont be home tomorrow during delivery hours. They told me just update my order delivery method to pick it up myself at their facility. I did that. Next day I received a message that the package is damaged and will not be delivered but shipped back.I reached to the remedy liquor. They dont have any customer service phone line or anything like that. Only email. And they told me that it is my fault that I changed the delivery method and now they dont have any responsibility for that. That told me that a claim should be filed against *****, but the outcome is not guarantee. They were rude and didnt even say that they sorry that it happened and my birthday was ruined.Voil. No wine no money no apology! I want an apology and my money back from them!Im not the only one like that with the exact same situation. They should change their policy and refund to the clients themselves and then file the dispute with the ***** to reimburse themselves.Thank you!

• Initial Complaint

  Date:06/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 26, 2025 I placed an order on the ************************ website (order #******). On April 29, the item that I purchased was shipped via ***** tracking number: ************. However, the product never arrived at my home and the merchant told me that it was damaged by ***** during the shipping process. I have no way of know if this is true since I never saw the product and the merchant (Remedy Liquors) refuses to provide a refund.

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 10, I purchased wine from Remedy Liquor, along with "package protection" for any possible damage of the package. On March 19 the wine was delivered, and the most expensive item inside (Veuve Cliquot) unfortunately arrived with the tin cooler damaged. I emailed remedy immediately and then replied to my own email with attached photos. I replied again a few days later when I received no response. I followed the instructions on their website and emailed the correct address, so why have my emails been completely ignored? There is no other method of contact (contact form, chat, etc) listed on the website, and no way to initiate a return for damaged items. I would like the cooler replaced. I have no problem shipping the damaged one back if they can send me a non-damaged tin cooler. I bought from them specifically because my local wine stores do not carry this item.

• Initial Complaint

  Date:03/25/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Remedy Liquor to ask if they ship to MA and was told they did not. I then asked if they ship to ** and was told they do. I ordered 6 bottles of wine to have shipped to my son in **. The shipment was sent then stolen by a *** employee at a MA distribution center. I contacted *** who submitted another order and paid for it from ***. That shipment was sent and was received into the same *** MA distribution center that originally stole the original package. The second package was then returned to Remedy Liquor. When I asked *** why they returned the second package they told me Remedy Liquor did not have a contract with *** to deliver alcohol to **. I have sent multiple e-mails to **** ***********, Remedy Liquor, ******************************************* ****************** ************** asking for the contact information for the owner of Remedy Liquor and have NEVER received the information. I also asked **** *********** multiple times to confirm whether or not Remedy Liquor can in fact ship to NH as *** is saying they can't and again, I have never received that information. I then asked **** *********** to contact the *** representative that he has been corresponding with and talked too on the phone to straighten out the issue between Remedy Liquor and *** and that has never *********** one point I did receive a partial refund from the order that I originally placed but it was only a partial refund. My total order amount was $137.24, yet I only received a refund int he amount of $110.13. I asked **** *********** why I wasn't given a full refund and once again have never received a response from him.Although Remedy Liquor was not the originating problem business, *** was, Remedy Liquor has not acted with any customer service, care or concern for a paying customer. ********************** should respond, communicate with *** and fix this issue.

  Business Response

  Date: 03/27/2025

  We are extremely for your experience, unfortunately when a package leaves our facility we have no control over the package and we do our best to make sure that your purchase to get to you in a proper manner, as you mentioned *** was at fault not only the first time as well as second time, we do ship to NH and are licensed to ship to that state, where the glitch was in *** system we still have not been able to figure out, that said we refunded you both times and as far as the shipping cost was we had to recoup that cost from *** because they had charged us, as we did we have refunded you as well, please check your credit card to confirm.  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23102392
  
  I am rejecting this response because:  I have sent multiple e-mails to *** who have replied back with Remedy Liquor on the e-mails where *** states "We are unable to discuss Remedy Liquors contract, or our actions related to it with any other party. As advised by my colleague Sydnee on 2/17/25, you will need to work with Remedy Liquor regarding a reshipment. Remedy Liquor is welcome to contact *** directly if they wish to discuss their contract."  In your response to my BBB complaint your indicated "we do ship to NH and are licensed to ship to that state, where the glitch was in *** system we still have not been able to figure out."

  Clearly there is a disconnect between Remedy Liquor and *** and I've asked Remedy Liquor multiple times to contact *** to figure out what is wrong then let me know when it's resolved so I can reorder the wine; however, as what is typical with Remedy Liquor's customer service... I have NEVER received any response to my request and have NEVER been told that the issue is resolved.  If I just blindly place another order, without knowing in writing that the issue has been resolved between Remedy Liquor and ***, there is the strong likelihood that the shipment won't make it to it's destination.

  I don't feel it's too much to ask for Remedy Liquor and *** to communicate then have both parties let me know in writing that the issue has been resolved so I can reorder and actually receive the shipment.

  Sincerely,
  
  *** ********

• Initial Complaint

  Date:01/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My recent experience has been extremely disappointing. I ordered a collectible, high-value bottle of ******** designed by renowned artist **** ****** ********, priced at $250 and even paid a 15% markup for Remedy Liquor's "package protection" to ensure it would arrive safely. However, when the package arrived, the bottles seal was broken, raising serious concerns about its authenticity, integrity, and whether it had been tampered with.I immediately contacted Remedy Liquor with photos of the damaged product, requesting a replacement or resolution. Not only did they fail to respond to multiple follow-ups, but when I referred to the package protection, they stated that the protection doesnt cover this kind of issue. This makes their so-called "protection" fee feel like an unnecessary and misleading ********** make matters worse, the same product is now listed on their website for $180. This highlights that resolving the issue would have been a minimal cost to them, but they chose to ignore a loyal customer.

  Business Response

  Date: 01/31/2025

  Please be  advised that we price our products based one what we buy on that day and if the ditributer drops the price and sell us for less we take that saving to our costumers, so please put the blame on the distributer, second that bottle is not signed and not collectable since there are thousands of them available, and you paid only 1.5% for you insurance and not 15%, and instead of spending the time of writing this complaint if that time would have been spent to read the policy it would have saved everyone alot of time, in addition that seal that you shown is a peace of cover that simply by just touching it it falles a part, there was no leakage no damage ar breakage. We do take care of our loyal costumers when there claim has *******, and we follow our policy and procedures per our agreement.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22838505
  
  Dear BBB Representative,
  Thank you for facilitating communication regarding my complaint against Remedy Liquor. Unfortunately, their response does not address the core issues and contains several inaccuracies and dismissive remarks. I would like to clarify the following:

  1- This complaint is about product integrity and customer servicenot pricing. While I acknowledge that prices fluctuate, that is irrelevant to my complaint. My issue is that I received a bottle with a broken seal, which raised concerns about its integrity. Remedy Liquor ignored my multiple attempts to resolve this directly, forcing me to escalate.

  2- Misleading package protection coverage. I was charged for their package protection, but when I reached out regarding the broken seal, they stated this type of issue was not covered. Regardless of whether I paid 1.5% or 15%, the fact remains that I paid for a service that did not provide any benefit in this situation. This raises concerns about deceptive business practices.

  3- Contradictory statements about the seal. Their response attempts to downplay the issue by saying the seal was "a piece of cover that simply falls apart when touched." If that is the case, why was such a seal used in the first place? Tamper-evident seals are meant to ensure product integrity. The fact that it broke so easily makes this even more concerning, not less.

  4- Dismissal of the products value and collectability. Remedy Liquors claim that this bottle is not collectible is irrelevant and misleading. A products collectability and value are determined by the consumer, not the seller after theyve already taken payment at a premium price. If they are selling a product at a high-end price point, they should stand behind it, not diminish its value after a customer raises a legitimate concern.

  5- Failure to provide adequate customer service. Instead of offering any resolution, Remedy Liquor ignored my multiple emails and only responded after the BBB intervened. Their response is dismissive and shifts blame rather than addressing their failure to communicate properly with a loyal customer who trusted them with a high-value purchase.

  Given their lack of willingness to take responsibility, I'm rejecting their response and will be leaving an honest review to warn others. I appreciate the BBBs assistance in handling this matter and ensuring that businesses are held accountable for fair customer treatment.

  Sincerely,
  Shaivard *******

  Business Response

  Date: 03/04/2025

   

   

  Below is part of our policy & procedure related to the complaint, the costumer by entering to our site agrees to comply with it. The seal sometimes gets easily detached or separated during travel, the product is not a collectable item since there are thousands of cases available, and lastly we price our products based on purchase at the time, if supplier decides to reduce the price then we transfer that price on our next price change, so when we bought the product again the price was reduced and accordingly we dropped the price. 

   

  Please be aware that damage to the box or seal caused by our protective packaging materials is not covered under our protection policy. Our primary intention is to ensure the safety of the bottle and its contents inside. If you have any questions or concerns regarding the packaging of a product, or if you require more information about our packing process, please don't hesitate to contact our customer service team. We're here to assist you and address any inquiries you may have.Although consumers may consider certain products as collectible items and would prefer having them in perfect condition, please understand that damages may occur to the boxes or labels during shipping, which is beyond Remedy Liquor's control.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22838505
  
  Subject: Rebuttal to Remedy Liquors Response
  

  Dear BBB Representative,
  Thank you for your continued assistance regarding my complaint against Remedy Liquor. Unfortunately, their latest response continues to provide misleading and inaccurate information while failing to address my actual concerns. I would like to highlight the following critical points:
  

  1- Remedy Liquor is altering their policy after the fact.
  - When I made my purchase, the specific language about seals getting easily detached was not part of their publicly available policies. It appears they have since updated their terms to include such disclaimers, which raises serious ethical concerns about retroactively changing policies to avoid responsibility.
  - If this had been clearly disclosed at the time of purchase, I would have reconsidered buying from them altogether.

  2- Their packaging failed to protect the products integrity.
  - Remedy Liquor claims their primary intention is to ensure the safety of the bottle and its contents inside, yet my bottle arrived with a broken seal. A seal exists precisely to ensure product integrity and prevent tampering.
  - Their dismissive claim that "seals sometimes get easily detached" is not an acceptable industry standard and raises concerns about quality control and authenticity.
  

  3- Misrepresentation of their package protection policy.
  - I paid for package protection, which I expected to cover damages that impact product integrity. Instead, Remedy Liquor has now stated that seals and packaging are not covered, effectively making their protection worthless for high-value purchases.
  - If their policy excludes critical issues like tampered seals, this should have been explicitly stated upfront.
  

  4- Shifting blame and dismissing concerns.
  - They continue to emphasize pricing changes, which is completely irrelevant to my complaint. This is not about price fluctuations; it is about receiving an item with a compromised seal and their failure to take responsibility.
  - They also claim the product is not collectible as if that justifies dismissing concerns. Whether or not it is a rare item is irrelevantthe fact remains that I received a high-value product in compromised condition.
  

  5- Lack of transparency and accountability.
  - Instead of addressing my legitimate concerns, Remedy Liquor has ignored multiple direct attempts to resolve the issue and only responded after BBB intervention. Even then, their responses continue to evade responsibility rather than offer a resolution.
  

  Request for Resolution:
  Given their unwillingness to engage in good faith, I will be sharing my experience publicly to warn others about their lack of accountability. I request that the BBB take appropriate steps to ensure that Remedy Liquor does not continue misleading customers with unclear and shifting policies.

  I appreciate the BBBs efforts in mediating this issue and ensuring fair business practices. Please let me know if any additional information is required.
  Sincerely,
  S *******

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two different bottles of Crystal **** Vodka on on 10-30-2024 (oder#******), one of them being the limited edition Bone bottle which came with 3 scratches on the front part that clearly occured BEFORE the packaging. They were obviously glad 'to get rid' of that damaged item - glad I didn't order more which I almost did!When I contacted them about the issue - this is a gift for a collector - they just sent me an email saying they're sorry but it's out of their control when it comes to shipping and handling and there's nothing else they can do. I even paid for extra protective packaging - to be clear: in no way did the packaging cause the heavy scratches, they were already on the bottle when they picked it to be shipped.I asked them to replace the damaged bottle + send me a prepaid return label so I can return the damaged bottle in its original packaging..I think their attitude is disgusting - I know you can't return liquor orders except for damaged and broken ones. This shipment contained a DAMAGED LIMITED EDITION bottle!Everyone out there thinking of ordering from them: DON'T !!! There are plenty of honorable liquor businesses in ********** - Remedy Liquors certainly is NOT one of them !!! They must be desparate to 'make a ****** poor souls. That's what I told them in my reply-email. I would never have ordered those items had they been available in my area, but they were not.

  Business Response

  Date: 12/12/2024

  We do have photos that the bottle was in great shape when it was shipped to the consumer, second we do not sell bottles our responsibility is in what is inside the bottle and it clearly indicates on our policy and procedures, also if the bottle was damaged our supplier would have gladly exchange it for us we did not have to unload it on you.

   

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase online with this company paid for express shipping for it. I never got it also I checked and it was return on 9/11/2024 and this company will not return my money my credit card company tried to resolve it but nothing

  Business Response

  Date: 11/22/2024

  Please review the sales receipt and you will see the buyers claim is false he paid ground shipping and not express as he claims it is clearly marked, also there was 3 attempt by delivery company and no one above 21 year old present to sign and except the order as can be seen on the tracking, the buyer was refunded for the product less shipping and less 5% for restocking based on our policy clearly indicated on the website. Please review the receipt and you will see the claim ia a lie and fraud.