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:07/24/2025

  Type:Sales and Advertising 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 from this vendor, they sent me the incorrect items and never corrected their mistake.

  

  Business Response

  Date: 07/24/2025

  Dear BBB, 

  Thank you for the opportunity to reply. This customer did reach out to state they did not want the two Cabernet Sauvignon wines in their intro order R631469714. **************** confirmed on 5/6/25 that we added a credit to their account for two extra bottles on their next club shipment as part of our satisfaction guarantee.

  The two bottles were included in order R779503398 at no cost, which was successfully delivered and signed for on 5/21/25. Attached is confirmation of customer communication, order receipt of R779503398 showing the credited wines, and Proof of Delivery from carrier.

• Initial Complaint

  Date:07/14/2025

  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.

  This company failed to deliver the box of wine I purchased as a birthday gift. Apparently ***** said it was rejected and needed an inspection of contents. Then it got sent back to the company after 1 week. I contacted ********** via email and phone. They were less than helpful and said we needed to wait 5 business days. They didnt offer a refund. Now they are saying its coming back to them (apparently it didnt pass the inspection by ****** and I would need to reactive my subscription in order for them to resend it.This has been a complete headache and the customer service so poor. Never again will I do business with this company and I will be sure to inform others of how this was handled.

  

  Business Response

  Date: 07/14/2025

  Dear BBB,

  Thank you for the chance to respond and provide the details of the situation. This customer did place an order with us on July 8, 2025.  She used a discounted introductory offer which is designed to introduce new customers to our wine club and can only be redeemed once.

  While researching the shipping issue with this order, we noted this customer had violated our terms and conditions and had already received 3 introductory orders to her address.  

  Our T&Cs clearly state "Receiving more than one introductory order per person, address, or household" is a violation so we opted not to reship the order to her.  Instead, we processed a full refund and she was informed of this via email.  Depending on her bank's processing time, the refund can take 5-7 business days.  We consider this matter closed as she has been refunded in full and informed of our policy to avoid future violations.
  

  
  

  Customer Answer

  Date: 07/16/2025

   
  Complaint:

  I never received official confirmation of a refund.  Can you provide this?

  :
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 07/17/2025

  Dear BBB,

  Attached is receipt confirmation of full refund processed for R228139045 on 7/14/25.

  
  

• Initial Complaint

  Date:05/25/2025

  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.

  tried to get a refund for wine that tasted bad and bitter and was not offered a refund, spoke to a condescending person called ******* who said she was a supervisor, this too on a Sunday morning 5/25/2025 who proceeded to inform me that they don't give refunds but if I ordered more wine they could offer me more expensive wine at a discounted price. I explained that I wasn't about to order more wine expensive, vintage, or any other after being completely dissatisfied with the 12 bottles I ordered. ******* went on to say she didn't like my tone and then went on to talk over me. Absolutely terrible customer service as well as a policy that doesn't cater to dissatisfied customers even though they clearly say 100% satisfaction guarantee!!! Very disappointed here and seems $100 I spent was wasted

  

  Business Response

  Date: 05/27/2025

  Dear Better Business Bureau,

  We have received message #********.  We thank you for the opportunity to reply to this complaint. 

  When members sign up for our wine club, they agree to our terms and conditions at checkout.  Please see full terms here:  ********************************************.

  Our terms clearly define that we will not refund for disliked wines. Instead, our satisfaction guarantee allows for a credit for the price paid for the disliked bottles.  We are happy to honor our guarantee and place a credit on the account for each wine that the member didn't enjoy.  This credit can then be applied towards a new order.  The member can also work with our Wine Concierge team to have an order custom built to their liking.  Please have the member contact us at ************************************************************ should they want to apply the credit to their account.

  Our calls are recorded for quality & training purposes, and we will review the recordings of the interaction to determine if there are any coaching opportunities for our team.  We thank the member for their feedback and will look further into the interaction.

  Best regards,
  Firstleaf

• Initial Complaint

  Date:02/27/2025

  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 canceled my account last year, yet they still sent me an order without my authorization and charged me for it. When I returned it, they refused to waive the restocking fee, even though I never intended to receive the shipment in the first place. Their customer service was unhelpful, and they insisted on charging me for their mistake.On top of that, their wines are overpriced compared to what you can find at local suppliers. This company feels like a scamcharging customers without proper authorization and making it difficult to resolve issues. I will never use Firstleaf again and would not recommend it to anyone. Be careful before signing up, as they make it difficult to truly cancel!

  

  Business Response

  Date: 02/28/2025

  Apologies for the confusion!

  Our records indicate your account was paused until 2/2/25. Additionally, we sent you a reminder email on 2/20/25 before this order processed on 2/23/25. I am including confirmation here for your records.

  However, as a gesture of goodwill, we have waived the restocking fee on this order. You should receive a confirmation email from our Member Experience team before end of day. 

• Initial Complaint

  Date:12/19/2024

  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.

  Place an order with them for a membership. Last evening. I canceled my membership last night due to the fact I was going to be getting my friend a different gift for Christmas. I was unable to do anything with the order that had been placed for the membership so I called this evening and I was told that the order had already shipped. Even though on their website it says your order will be shipped soon. Miraculously, during the call I received a tracking information. Text coincidentally. And I was told that once I received the shipment even if I refused the package or return it to them, there would be a $25 restocking fee. I only paid $45. ***, for nothing I'm paying $25. I think within a 24-hour turnaround there should be something that can be done for my situation. I don't want to pay the $25 resacking fee because I don't think it's fair.

  

  Business Response

  Date: 12/23/2024

  Dear BBB, 
  
  Thank you for the opportunity to respond to this complaint. This order was placed on December 18, 2024 at 5:36 PM. We did not hear from the customer about a cancelation until the next day, Thursday at 6:34 pm. We try to ship Introductory orders as soon as possible, the same or next business day. Unfortunately, a tracking number was assigned before the cancellation was requested. 
  
  A supervisor was notified of the request to waive the restocking fee. They have reached out today, 12/23/24 at 1:36 PM to confirm the restocking fee has been waived. A refund in full will be provided as soon as the order is on its way back to our warehouse. If there are any other concerns or questions please feel free to reach out at ************************************************************. 

• Initial Complaint

  Date:11/05/2024

  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.

  Good afternoon, Complaint against First leaf wine club. I placed an order based on a promotion that I received, which I thought was a one time offer. I then received notification that First leaf tried to make another delivery. I spoke to *** on Saturday, November 2, 2024 at 5:43 pm and told him Firstleaf was not authorized to charge my card for more wine. He said, they would reimburse me, but there was a restocking fee. That was unclear in the initial transaction. I thought it was a one time purchase based on the promo information. I believe FIrstleaf is responsible for false advertisement.I look forward to hearing from you and thank you in advance for your ******* number is ************ Kind regards,******** *****

  

  Business Response

  Date: 11/06/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this review. We would be happy to explain what has transpired. All customers who purchase their first order from us are asked to acknowledge the benefits of joining our club. The complete message as shown in the screenshot states Auto-new notice - By clicking Place Order, you are enrolling in an auto-delivery wine club and authorize us to charge you for future shipments of 6 wines until you cancel your membership or change your shipment frequency. You also agree to our Terms and Conditions.
  
  We make it as clear as possible that we are a subscription club in several Welcome emails, confirmation emails, web pages, FAQs, and Terms and Conditions. All emails we send are from Firstleaf with our logo and name presented before the email is opened.
  
  PACE Upcoming Order reminder email: Oct 26 2024, 7:01 AM EDT
  
  A customer can cancel anytime before an order is processed and shipped. We did not receive any communication from the customer stating that they wanted to cancel the order or the subscription until Saturday, 11/2/24 at 5:41 pm. At this point the order had already shipped. 
  
  The account is now closed and we refunded the order minus our $25 restocking fee. 
  
  Refund policy on our FAQ page here: *************************************************************************************
  
  Please refer to the terms and conditions if you have further questions around this fee: *********************************************.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22517864
  
  I am rejecting this response because: Good morning,

  First, I did not authorize the transaction and it appears there are many complaints like mine on the BBB website regarding their questionable business transactions.  I spoke with *** on Saturday November 2, 2024, questioning the ***** notice that I received, and he said, " I will be cancelling the shipment." Yesterday, I received and email saying the shipment of wine was delivered. I then received a text message attached it was signed by ********. I live alone and I was not home. Therefore, I am not responsible for the restocking fee because they sent it anyway and I did not SIGN the ***** receipt.

  FirstLeaf did not restock and sent the shipment anyway even after I spoke with *** on Saturday, 11.2.24. It seems FirstLeaf made an error, see attached ***** notice and I will not be responsible for their error.

  Thank you for your time.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 11/08/2024

  All customers who purchase their first order from us are asked to acknowledge the benefits of joining our club. The complete message as shown in the screenshot states Auto-new notice - By clicking Place Order, you are enrolling in an auto-delivery wine club and authorize us to charge you for future shipments of 6 wines until you cancel your membership or change your shipment frequency. You also agree to our Terms and Conditions.

  The intro order will not process without this notification. 
  
  We also make it as clear as possible that we are a subscription club in several Welcome emails, confirmation emails, web pages, FAQs, and Terms and Conditions.
  
  At Firstleaf, the only time a restocking fee is charged is if the order has already shipped and return to sender is sent to the carrier while the order is in route. Unfortunately, your request came outside of the cancel window and a request to return the package to sender was needed. 
  
  The $25.00 restocking fee as this is outlined in our terms and conditions covers the return shipping to us, inspection, repacking and handling. The order was returned to our warehouse in **********, ** and signed for by a warehouse employee on Wednesday, 11/6/24 at 3:15 PM. 
  
  You have been refunded minus our restocking fee, and you should see this on your statement within 5 business days. 

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22517864
  
  I am rejecting this response because:Good morning, I'm just following up.
  Again, I spoke to *** from Firstleaf on November 2nd after receiving a notice from ****** FirstLeaf does not have my permission to use my credit card, that's fraud.
  I get a notice from FirstLeaf and ***** that an order is on its way and delivered(see the email and the ***** note signed by  ACollins).

  
  This doesn't make sense. How would I get an order if I canceled, and someone signed it?

  
  This sounds is fraud! First leaf was supposed to cancel the order and stop the shipment. They didn't stop the shipment nor cancel the order and yet they want me to pay a restocking fee. Somebody signed for the shipment but it wasn't me. ACollins is not, ******** *****.
  This is fraud and resembles many of the complaints against Firstleaf already on the Better Business Bureau website.
  Again, why would I pay a restocking fee if they did not cancel the order and it was not me who signed for it? Something isn't right...

  I look forward to hearing from you and thank you for your time.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/12/2024

  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.

  Confirmed an order for Sept delivery on 6/7/24. After weighing benefits of plan, canned 6/24/24 using the firstleaf options. Acknowledgment recieved from firstleaf. Notified of delivery 9/12/24. Emailed this same day that acct was ************** months prior. They can stop order, but charge me a restocking fee of 25 dollars. My acct is inactive and confirmed. But they still allowed order to ship and expect payment for their error.

  

  Business Response

  Date: 09/17/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this review. We would be happy to explain what has transpired. 
  
  Records show that the order was placed on July 07, 2024 at 5:36 PM. Once an order is processed it cannot be changed unless you reach out to our support team via phone or email. The subscription was canceled on 7-24-24 at 5:54:32 AM. 
  
  The order was placed before the subscription was canceled. Once a subscription is canceled automatic shipments will not be charged to your card, however any orders that have already been processed will ship as requested. 
  
  We did not receive a request to cancel the placed order until 9/12/24, after the order had shipped. For any shipments refused or returned to the warehouse, there is a $25 restocking fee. 
  
  We have processed a refund of $169.27 as of 9/14/24. Please allow 5-10 business days for the financial institution to process this refund. 
  
  Please let us know if you need additional information. I'd be happy to provide copies of the emails or policies mentioned in this response.

• Initial Complaint

  Date:09/07/2024

  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.

  I received my first orders last July ******* order no. R4466884232 with retail total of ****** and membership discount ****** and subtotal of ***** shipping 0 taxes 2.54 and total of ***** my first order then after 4 weeks I believe every 4 weeks my subscription I dont remember.firstleaf took money from my account September ****** without any email notification and no wine delivery too.. I need a refund I already cancelled my subscription too

  

  Business Response

  Date: 09/09/2024

  Dear BBB,
  

  Thank you for the opportunity to respond to this complaint. Our records show that the customer was previously signed up for automatic shipments every 4 weeks. The las order was processed before the subscription was canceled. We were able to pull up the tracking for this order and the carrier, FedEx, has marked the order as damaged in transit. 

  An agent will be reaching out shortly to see if the customer would prefer a replacement order shipped right away or a refund in full.As soon as we hear back we can process right away. Attached are carrier records and account records showing shipment frequency. Please let us know if you need additional information. I'd be happy to provide copies of the emails or policies mentioned in this response.

• Initial Complaint

  Date:08/13/2024

  Type:Order 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 placed an order with this website after receiving a promotion via email. The price was so cheap that I thought it was possibly a scam, but after checking some reviews, I decided to proceed with the order. Unfortunately these reviews were most likely fake. I was charged $200.00 more than what I expected to pay. I immediately sent an email to the company asking to refund my order, cancel my subscription and to not send me anything. I am still seeking a refund.

  

  Business Response

  Date: 08/14/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this complaint. After researching the account, it does seem that there was an error at checkout which resulted in the introductory discount not being applied to the order. We have since reached out to the customer and have processed a refund for the difference. The total amount refunded is $188.29. We have confirmed with the customer that the matter is now resolved. 

• Initial Complaint

  Date:06/24/2024

  Type:Order 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 paid for a shipment of wine. There was issues with delivery with ***** where I requested the package be sent to a different location due to my inability to be there to sign for the package. They decided to send the wine back to their warehouse and will not send me a replacement instead giving me a refund while demanding I pay a restocking fee. I refused and they waived the fee but will not resend what I paid for due to me unsubscribing from FUTURE orders of wine.

  

  Business Response

  Date: 06/25/2024

  Dear BBB,

  
  Thank you for the opportunity to respond to this complaint. Our records show that a delivery was attempted by FedEx 3 times before being returned. Unfortunately, once a delivery is missed three times the carrier will return shipments back to our warehouse.

  While we do offer a replacement at no extra cost to current members, it seems the membership under ************************** is currently canceled. As a courtesy, we have waived our $25 restocking fee and have refunded the order in full. If they would like to renew their membership we would be happy to send the next club order with our introductory discount applied. Attached to this response is our refund policy, the proof of refund, and proof of the failed delivery attempts. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21893726
  
  I am rejecting this response because:

  I attempted to hold this delivery at a location on four separate occasions after the second delivery failure. I have also attached a response from the company itself offering this feature, however on four separate occasions I tried to do so. The have also refunded me the cost of the shipping however they did not refund the $25 charge as they claimed. I have tried to attach what I was charged and what I was refunded from my bank account but I have no room to attach

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

  

  Business Response

  Date: 06/26/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this complaint. ***** tracking information shows they made attempts on 6/12, 6/13, and 6/14. Unfortunately, once the carrier has attempted delivery 3 times a redirect request is not guaranteed to be accepted. ***** shows the request was made the same day as the 3rd attempt. We apologize for the inconvenience and have waived the restocking fee, refunding the order in full. 
  
  As stated in an email sent on Monday, 6/24, refunds may take up to 5-7 business days to be processed by your bank. Attached is the refund, tracking information, and email mentioned above. 

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21893726
  
  I am rejecting this response because:
  
  I scheduled the hold at location day of 3rd delivery BEFORE the delivery was attempted and this company will not recognize this. Why offer the chance to hold if Im not able to do it when you still told me I could? It shouldnt be an option to do if they will not honor it. The purchase I PAID for should be honored as I was a member when I paid I dont understand this logic at all

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