ComplaintsforWine Insiders

• Initial Complaint

  12/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order online for 12 bottles of wine on 12/21/2022. Within a day a tracking number was assigned however this tracking number never showed anything on the ***** website other than a label being generated. I called on 12/22 and was told that this type of delay was normal. The next day when the label still did not show acceptance by ***** I called on 12/23 and was told that in fact there was a 'genuine delay' in the order. Today when I inquired again via email, 12/24, I was told that the order was 'lost in shipment.' Calling the company today (now) I was again told a new, albeit different story, that "***** has been receiving a bunch of orders and are currently delivering a bunch of orders." But when confronted further by me to tell the truth the story changed to "the package is most likely damaged, and to be prepared for it to be damaged. If it is I can have a $30 credit" (?!?!) That was how my order with Wine Insiders transpired. Apparently, a customer would have to truly be an 'insider' at Wine Insiders to know the truth about an order because clearly the story changes based on who you speak to and what temperament they are in when you call. At any rate, my order is lost, ***** has told me they do not have the package and Wine Insiders is too dishonest to understand they will be required to refund the money by PayPal in a week or so. Live and learn.

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2023/01/25) */ Per our shipping policy, order placed before 1:00 pm local time, will be fulfilled the same day. Order placed after 1:00 pm, will be fulfilled the next day. Customer associated with email address, **********************, placed a Wine Insiders order (********) on 12/21/2022 at 3:49pm. Therefore, his order wasn't fulfilled until the next day on 12/22/2022, this was when the label was created and the package was waiting to be picked up by *****. According to the ***** tracking number ************, the package was picked up on 12/27/2022. During peak Holiday season, ***** experience shipping delays due to extreme weather and increased volume. ***** also did not conduct any pickups on 12/24, 12/25, and 12/26 due to the holiday. After ***** picked up the package on 12/27/2022 the package was delivered on 12/29/2022 (please see attached proof of delivery). On 12/24/2022 when the customer contacted our Customer Service team, there was no update on the ***** tracking, the package had not yet been picked up by *****. At that point, the order was refunded due to the shipping delayed. Prior to receiving this complaint, the issue had already been resolved. Consumer Response /* (2000, 7, 2023/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was received.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 11/20/21 for 4 cases of 12 bottles of wine plus 14 bottles of win under order number *******. That's a total of 62 bottles of wine. I purchased this wine due to a terrific price per bottle of wine. My wife missed the initial delivery yesterday via Fedex, but when I checked Fedex this morning, the seller apparently, without telling me or canceling my order or refunding me at all, requested a recall of the shipment to them. I called the company this morning, they promised me they would have the shipment to me this afternoon, I followed up with Fedex which indicated that the shipment was still going back to the seller. I spent about an hour on the phone with the company today and was initially told they would reship the entire order. After some time, the front line customer service representative indicated she would not send the 62 bottles but only send 14. I indicated this was unacceptable and requested a supervisor. The supervisor said he was the only one who could help and refused to send me the wine I was promised and that I paid for. He offered a refund or a discount or for me to pay an additional $365 dollars to get my complete delivery. This is outrageous and not what I paid for or would expect. I sent a followup email to the company as requested which is [email protected]. I want my 62 bottles of wine, no more, no less. I am attaching my itemized receipt as well as the shipping confirmation.

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/13) */ On 11/20/2021, we had an offer for "Buy 14 Bottles of Wine for $10.99/bottle + Free Connoisseur's Deluxe Lever-Pull Wine Opener" However, if customers ordered any of our curated packs in addition to the 14 bottles, a technical glitch resulted in only the 14 bottles being charged. As stated in our T&C (https://macyswineshop.com/terms-and-conditions), We shall not be liable for any errors or omissions in Product pricing or discounts offered to the customer, and in the event of any such error or omission, the Company and/or the Licensed Entities reserve the right to cancel such order(s) and refund any erroneous charges to the customer. Unfortunately, this resulted in the orders being cancelled and a full refund was processed. An email notification was sent to the customer on 11/24/2021 and a full refund was processed for order# *******. Since this incident, we have made contact with the customer and are in the process for rectifying this concern. Consumer Response /* (2000, 7, 2021/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company and I made an agreement after the mishap. It took a lot of time and effort, but I do appreciate their efforts. I hope their website has less issues in the future.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After recently responding to a Special offer this company offered another offer in time frame I responded as a gift to a Coworker and now Without Any shipment of the second order paid for **** with the company has verbally harassed me in emails,refused to refund the 64.95 or ship the product stating I bought a Voucher? Ord************************ both charged to my card only 1 shipped

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2021/09/30) */ The order information provided in this complaint ****************************) is not recognized as a Wine Insiders order. A Wine Insiders account with the email address, ***********************, was located but there is no recent activity on this account. The last order placed from this account was on 03/26/20. The last contact we had with this customer was also last year. We request that customer provide a Wine insiders order number so we can better assist with her complaint.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to order some one and they debited my money immediately but have been giving me the rou around since the 18 of aug and still no processing of my order.

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/09/10) */ Customer associated with email address, **************** , initiated their purchase through a 3rd party website. After purchasing the offer, the customer is provided with a link or voucher code that they use to redeem their purchase on ************************* During the redemption process, customer is billed for the cost of shipping and tax. Although, customer confirms that the purchase was made on 8/18/2021, the attempt to redeem their offer, on wineinsiders.com, was not initiated until 8/28/2021 but failed to be completed as the method of payment used, declined when charged $38.61 to cover the cost of shipping and tax. Therefore, Order# ******* remained in payment failed status until customer confirmed they no longer wanted the order. Upon receiving this complaint, order# ******* was canceled and an email was sent to ************************* on behalf of the customer, requesting the customer be refunded for the offer they did not receive.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $65 was paid to Groupon for a Wine Insiders purchase promotion. The Groupon expired and I checked the Wine Insiders website on how to use it for just the purchase price amount. The site says: "How can I redeem an expired voucher? While we can help you with expired vouchers, they cannot be redeemed online. To use the paid value of your voucher, place an order on our website and respond to the order confirmation email with your expired redemption voucher code. We can issue a refund of the amount you paid for the voucher. " > Order Number > XXXXXXX > Order Date Aug 3, 2021 I replied to the order confirmation email w/ the Groupon Voucher and was told I have received an email back from internal team regarding voucher ************. The promo associated in this voucher had already expired in July. Though we can fix the expiration date but the promo itself cannot be reinstated. The only option is to get refunded by groupon for the amount you've paid for the voucher Same reply on call.

  Business response

  08/18/2022

  Business Response /* (1000, 8, 2021/09/08) */ In the event, a Groupon voucher expires before the purchaser is able to redeem it, it is Wine Insiders policy to honor the value of the voucher in the form of a store credit. The representative did not follow standard procedure, for this we apologize. The representative recognized his mistake and honored the offer by crediting the customer's account. Retraining has been conducted to all CS reps on Groupon vouchers and how to resolve expired codes. Since receiving this complaint, a team lead has reached out to customer, offering additional assistance but we did not hear back from the customer.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'd like to report a Bait-and-Switch unfair business practice with Wine Insiders. I purchased 6 bottles of wine from Wine Insiders (Order #: *******. **** $62.18. Date: 6/29/2021). I took advantage of the AmEx offer from this company to try out their wines and charged the purchase to my AmEx Platinum card. The offers says for every $30+ purchase, I'd get $30 credit back to my AmEx account, up to 3 times. So I expected I'd get $60 back. I ordered directly at the wineinsiders.com website (not any promo website). But Wine Insiders refused to honor the offer to credit my account by saying there was a promo used. This was inaccurate based on their T&Cs published on AmEx! I believe Wine Insider used deceptive business to attract new and uninformed customers. They have no intention to honor the AmEx offer by using some technical excuses. I ranked this company the very last amongst all other online wine retailers and would not recommend it to anyone!

  Business response

  08/01/2021

  The Terms and Conditions, on the **** offer, state that the **** offer cannot be combined with any offers, vouchers, or promotions code (see attached **** T&C). If customer did not read the T&C prior to placing their order, the following message appear at checkout, "This offer cannot be combined with any offers, vouchers, or promotions code. If you enter a code at checkout, this offer will not be honored"(see checkout screenshot). The Code ROSE35 was entered at the time order# *******, was placed. Therefore, the **** offer was not honored. Upon receiving this complaint, a member of our customer Service team has reached out to customer to resolve customer concern. We did not get a response from customer.

  Business response

  08/01/2021

  ***Document Attached***
  The Terms and Conditions, on the **** offer, state that the **** offer cannot be combined with any offers, vouchers, or promotions code (see attached **** T&C). If customer did not read the T&C prior to placing their order, the following message appear at checkout, "This offer cannot be combined with any offers, vouchers, or promotions code. If you enter a code at checkout, this offer will not be honored"(see checkout screenshot). The Code ROSE35 was entered at the time order# *******, was placed. Therefore, the **** offer was not honored. Upon receiving this complaint, a member of our customer Service team has reached out to customer to resolve customer concern. We did not get a response from customer.
  See Attachment/File: Wine Insider

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