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:10/10/2022

  Type:Customer Service 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.

  On Augest 10th, I buy some wine from Winc. Then they charge me 59.9 dollars per month for an extra two months!
  
  When I tried to cancel it, they said I had agreed to this charge, which was hidden in their terms. It's definitely a fraud!
  
  I contact them and cancel the membership, but they only agree to refund me for one month. It's a robber company.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/12) */
  On August 2022 the membership for ********************* was initiated after member opted to join the membership, by checking the box and agreeing to the following:
  -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice.
  -You can skip a charge any month.
  -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites.
  -Shipping is included on orders of $50 or more.
  -The monthly charge is $59.95.
  
  On October 10, 2022 member chatted to request for an account cancellation and our representative explained how membership works, assisted in cancelling the membership and explained that credits are non refundable and that when they agreed to our Terms and Conditions **************************** they have agreed to that:
  "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date."

• Initial Complaint

  Date:09/29/2022

  Type:Billing 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 one-time promotion of 4 wines for $26.00 from Winc. I then found out later when checking my credit card statements that I had been charged an extra $240 over 4 months for "credits" that I was not aware even existed and I never received any additional wine. When I contacted the company to request my money back I was told that they could only give me 50%. But I never wanted any more wine from them. I believe that charging people without their knowledge for "credits" that have no value should be illegal.
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/03) */
  On May 26, 2022 the membership for ********************* was initiated after member opted to join the membership, by checking the box and agreeing to the following:
  -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice.
  -You can skip a charge any month.
  -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites.
  -Shipping is included on orders of $50 or more.
  -The monthly charge is $59.95.
  
  On Septemner 29, 2022 member chatted to request for an account cancellation and our representative explained how membership works, assisted in cancelling the membership and explained that credits are non refundable and that when they agreed to our Terms and Conditions (https://www.winc.com/terms) they have agreed to that:
  "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date."
  
  Once a member is enrolled, an email notification is sent 4 days before their next charge is processed to remind them that their charge is approaching, giving them the option to skip their account for the month or cancel their account.The email notification was sent to their email address every 22nd of each month since June-September 2022(See transaction email) but member did not skip their account that's why orders were processed.

• Initial Complaint

  Date:09/26/2022

  Type:Billing 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 complaint about Winc mirrors what others has already reported about this scam. They check the subscription box at the checkout page and keep billing you monthly for 59.95. No services or products were received in 4 month and they offer you 50% back from what they billed in the last 4 month. What an awesome scam model!
  Get 240$ - return $120 and give nothing to the customer. Free money! I have not heard about a company that'd charge you, didn't provide anything and refuse to return your money back.
  I'd like a full refund on the money you've robbed from my account.
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/30) */
  On May 23, 2022 the membership for ******************** was initiated after member opted to join the membership, by checking the box and agreeing to the following:
  -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice.
  -You can skip a charge any month.
  -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites.
  -Shipping is included on orders of $50 or more.
  -The monthly charge is $59.95.
  
  On September 26, 2022 member called to request for an account cancellation and our representative explained how membership works, assisted in cancelling the membership and explained that credits are non refundable and that when they agreed to our Terms and Conditions **************************** they have agreed to that:
  "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date."
  
  Once a member is enrolled, an email notification is sent 4 days before their next charge is processed to remind them that their charge is approaching, giving them the option to skip their account for the month or cancel their account.The email notification was sent to their email address every 19th of each month but member did not skip their account that's why orders were processed.
  
  Upon receiving this complaint, customer account was canceled and full refund has been processed as a one time courtesy.
  

• Initial Complaint

  Date:09/11/2022

  Type:Billing 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 signed up for an intial shipment ******* September of 2021 to take advantage of a discounted price. The cancellation process says you need to go through a chat feature on the website. I did this process and asked for my account to be cancelled. I never received another box ******** but I had unknowingly signed up for a monthly membership that cost $60/month. I did not realize these charges were occuring untill this weekend. The charges totalled over $700. I contacted the company and pointed out my chat messaging that I had attempted to cancel. They acknowledged this transaction but said it was never finalized and I should have realized I was being charged a monthly fee to build up credits *********** from them. I never received ******** other than my first box. The company acknowledged fault but said they could only give me 180 days worth of a refund which is was only half the money. They still have over $300 that is a credit ******** on their website that I never intended or intend to use in the future. I feel this is a deliberate scheme to make me do something I had no intention of doing.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/16) */
  On winc.com, customer can find our contact information by clicking help, and contact us ****************************************************************************************** and its also on our terms and conditions page*****************************. Along with our contact information, member can also find instructions on how to cancel their account. Here's a couple of articles under our help page to help you with the cancellation process:
  ********************************************************************************************************************************************************************************************************************************
  ******************************************************************************************
  The help page informs member that they can cancel their membership at anytime by speaking to a live representative. Our concierge are available 7 days a week, Mon-Fri 6am-5pm PT or Sat-Sun 7am-4pm PT, via chats, ** *************** The transaction can take approximately 3-5 min. The concierge will verify the member account, takedown any feedback regarding the overall experience, and will confirm that their account has been canceled. Instruction on how to cancel is available prior to becoming a member, on the checkout out page.
  
  On September 2021 the membership for ***************** was initiated after member opted to join the membership, by checking the box and agreeing to the following:
  -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice.
  -You can skip a charge any month.
  -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites.
  -Shipping is included on orders of $50 or more.
  -The monthly charge is $59.95.
  
  On September 11, 2022 member called to request for an account cancellation and refunds and our representative explained how membership works, assisted in cancelling the membership and explained that credits are non refundable and that when they agreed to our Terms and Conditions **************************** they have agreed to that:
  "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date."
  
  Once a member is enrolled, an email notification is sent 4 days before their next charge is processed to remind them that their charge is approaching, giving them the option to skip their account for the month or cancel their account.The email notification was sent to their email address every 7th of each month but member did not skip their account that's why orders were processed.
  
  When the member called in the membership was cancelled as requested and partial refund has been processed as a one time courtesy.

• Initial Complaint

  Date:09/03/2022

  Type:Billing 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.

  Approximately $60 a month for the past year and a half has been charged to my account without my consent with no product or "credits" provided to me to solve the issue. This started when I accepted a "gift" from a family member but had to input card numbers to pay for shipping. This company then signed me up for a subscription and started charging me with out my knowledge or consent and when I reached out to them to cancel the account and either be provided with product or a refund I have gotten NO communication back.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Upon receiving this complaint, our team reached out to the member and was able to sort things out.

• Initial Complaint

  Date:09/03/2022

  Type:Billing 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 requested the cancellation of my subscription and a refund of all accumulated credits. My refund request was rebuffed, and I was told that the only way to get my funds back was to restart my subscription and use the remaining credits. There is no way to exhaust the $185.68 credits available in my Winc account without restarting the subscription because to checkout, I have to click a box acknowledging that I will be charged for the monthly membership.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/13) */
  On winc***** customer can find our contact information by clicking help, and contact us ****************************************************************************************** and its also on our terms and conditions page ****************************. Along with our contact information, member can also find instructions on how to cancel their account. Here's a couple of articles under our help page to help you with the cancellation process:
  *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  The help page informs member that they can cancel their membership at anytime by speaking to a live representative. Our concierge are available 7 days a week, Mon-Fri 6am-5pm PT or Sat-Sun 7am-4pm PT, via chats,******************* The transaction can take approximately 3-5 min. The concierge will verify the member account, takedown any feedback regarding the overall experience, and will confirm that their account has been canceled. Instruction on how to cancel is available prior to becoming a member, on the checkout out page.
  
  On June 2019 the membership for ********************* was initiated after member opted to join the membership, by checking the box and agreeing to the following:
  -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice.
  -You can skip a charge any month.
  -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites.
  -Shipping is included on orders of $50 or more.
  -The monthly charge is $59.95.
  
  On Sept 3, 2022 member emailed to request for an account cancellation and our representative explained how membership works, assisted in cancelling the membership and explained that credits are non refundable and that when they agreed to our Terms and Conditions **************************** they have agreed to that:
  "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date."
  
  Once a member is enrolled, an email notification is sent 4 days before their next charge is processed to remind them that their charge is approaching, giving them the option to skip their account for the month or cancel their account.The email notification was sent to their email address every 1st of each month but member did not skip their account that's why orders were processed.
  
  Upon receiving this complaint, customer account was canceled and as a one time courtesy remaining credits have been refunded.

• Initial Complaint

  Date:08/30/2022

  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 an offer for a kit of wine to try it out. The promo literally says "free 6 bottles of wine". This order was placed back in January of 2022. Ever since then I've have been charged monthly for 59.95 for wine I have never received, or ordered. The point of putting a card on file for a promotion is to verify age of person receiving the package. I called today on 8-30-22 to cancel my membership. I was told I will not receive a refund, after getting a frustrated I was finally told we will refund only 4 months of credit, that's $239.80 from a total amount of $419 that I was charged. That right there shows this company knows its shady tactics and admits to wrong doing. However I don't get all of my money back? If I actually get the partial refund, I will then have $179.20 in Wine "credit" that I DONT WANT. Super shady and will never recommend this horrible business. You admitted to wrongdoing and want to give me a "partial refund"?? give the whole thing back to me. The response I got was the remaining credit you can use for a gift card or another box, I DONT WANT TO DO BUSINESS WITH YOU GIVE ME MY MONEY. I will be calling my bank for chargeback and will also find others who are affected by this to start a class action lawsuit. This business is shady and I will NEVER recommend this to anyone. I have ever only received the first shipment, this company is a RED FLAG stay away!
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/07) */
  On*********, customer can find our contact information by clicking help, and contact us (******************************************************************************************) and its also on our terms and conditions page (https://******************). Along with our contact information, member can also find instructions on how to cancel their account. Here's a couple of articles under our help page to help you with the cancellation process:
  (https://support.winc.com/hc/en-us/articles/222813107-Can-I-cancel-my-membership-)
  (https://support.winc.com/hc/en-us/articles/222813187-Why-do-I-have-to-cancel-my-Winc-Membership-account-via-phone-or-live-chat-)
  (******************************************************************************************)
  The help page informs member that they can cancel their membership at anytime by speaking to a live representative. Our concierge are available 7 days a week, Mon-Fri 6am-5pm PT or Sat-Sun 7am-4pm PT, via chats, FB messenger, SMS. The transaction can take approximately 3-5 min. The concierge will verify the member account, takedown any feedback regarding the overall experience, and will confirm that their account has been canceled. Instruction on how to cancel is available prior to becoming a member, on the checkout out page.
  
  On January 30,2022 the membership for ************************ was initiated after member opted to join the membership, by checking the box and agreeing to the following:
  -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice.
  -You can skip a charge any month.
  -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites.
  -Shipping is included on orders of $50 or more.
  -The monthly charge is $59.95.
  
  On August 30, 2022 member called to request for an account cancellation and refund and our representative explained how membership works, assisted in cancelling the membership and explained that credits are non refundable and that when they agreed to our Terms and Conditions (https://******************) they have agreed to that:
  "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date."
  
  Once a member is enrolled, an email notification is sent 4 days before their next charge is processed to remind them that their charge is approaching, giving them the option to skip their account for the month or cancel their account.The email notification was sent to their email address every 24th of each month but member did not skip their account that's why orders were processed.
  As a one time courtesy, full refund has been processed.

• Initial Complaint

  Date:08/23/2022

  Type:Billing 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.

  On March 22nd, 2022 I placed an order for four bottles of wine from Winc to be delivered to my home. The process seemed simple enough, and I received a box of wine shortly thereafter. I never intended to sign up for a monthly subscription, I did not place any subsequent orders with the company, and to my knowledge I did not even log in to the website after the initial purchase before today.
  
  However, I noticed this morning that my bank account had been charged $59.95 each month by winc since I purchased the box of wine in March. I assumed that some mix up had occurred, so I reached out to their customer service in the hopes of resolving it. My requests were simple: 1) have my account cancelled, 2) a refund be issued for the 5 months that I had been charged totally $299.75, and 3) that all future charges to my account be ceased immediately.
  
  Despite stating on their website that you can "cancel anytime", I had to reiterate to the customer service representative 5 different times that I wanted to cancel my account before they finally relented and cancelled my account. At one point, the customer service representative even took the ridiculous stance that they would only cancel my account after I had ordered even more wine from the company, stating quote "I can process the cancellation for you after you used your credits to purchase wines within the day and once I see that the order is processed I will cancel the membership right away." I've attached the transcript of my conversation with customer service to this complaint for reference.
  
  These business practices are clearly predatory, they maliciously sign people up to monthly account plans, charge them without their knowledge, dig their heels in when asked to cancel said accounts, and refuse to refund any of the money that has been charged after the fact. These practices are wrong, and people should be entitled to refunds.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/26) */
  On winc.com, customer can find our contact information by clicking help, and contact us ********************************************************************************************************************************************************************). Along with our contact information, member can also find instructions on how to cancel their account. Here's a couple of articles under our help page to help you with the cancellation process:
  ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  The help page informs member that they can cancel their membership at anytime by speaking to a live representative. Our concierge are available 7 days a week, Mon-Fri 6am-5pm PT or Sat-Sun 7am-4pm PT, via chats, FB messenger, SMS. The transaction can take approximately 3-5 min. The concierge will verify the member account, takedown any feedback regarding the overall experience, and will confirm that their account has been canceled. Instruction on how to cancel is available prior to becoming a member, on the checkout out page.
  
  On May 23, 2022 the membership for ************************** was initiated after member opted to join the membership, by checking the box and agreeing to the following:
  -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice.
  -You can skip a charge any month.
  -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites.
  -Shipping is included on orders of $50 or more.
  -The monthly charge is $59.95.
  
  On August 23, 2022 member chatted to request for an account cancellation and our representative explained how membership works, assisted in cancelling the membership and explained that credits are non refundable and that when they agreed to our Terms and Conditions **************************** they have agreed to that:
  "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date."
  
  Once a member is enrolled, an email notification is sent 4 days before their next charge is processed to remind them that their charge is approaching, giving them the option to skip their account for the month or cancel their account.The email notification was sent to their email address every 19th of each month since April-August 2022(See transaction email) but member did not skip their account that's why orders were processed.
  
  Upon receiving this complaint, customer account was canceled.
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Winc's response leads to more questions than answers.
  
  As I stated in my complaint, during my conversation with Winc customer service on August 23rd, I was informed by the customer service representative at 02:38:30 PM stating "As requested, your account has now been canceled. You will receive an email verifying this cancellation." Shortly after receiving this message, the chat abruptly ended at 2:39:13, and the customer service representative sent me a follow-up email at 2:40 pm apologizing for the abrupt disconnection and reiterating that "As requested, your account has now been canceled. You will receive an email verifying this cancellation." I then received an email from Winc stating that my account had been cancelled, and I've attached a copy of it to this message.
  
  However, in Winc's response to my BBB complaint, they state "Upon receiving this complaint, customer account was canceled." But this timeline doesn't add up with my prior communication with Winc, I submitted a complaint to the BBB on August 25th two days after being repeatedly told that my account was cancelled.
  
  My account couldn't have been deactivated twice unless either they reactivated it without my permission or lied. In light of this, in addition to a refund as I have previously requested, I am now requesting confirmation that my account is in fact deactivated and that Winc has no plans on reactivating it in the future under any circumstances.
  
  Furthermore, their claim that cancelling your account is a simple process and that "the transaction can take approximately 3-5 min" is hard to believe given my experience and those of the hundreds of other complaints that have been submitted to BBB. I reached out to Winc customer service at 2:19, and wasn't told that my account was going to be cancelled until 20 minutes later. I had to reiterate my desire to cancel my account 5 different times, stating quote:
  
  ***********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  Throughout the conversation they dug their heels in at every turn, and as I previously stated even tried to take the ridiculous stance of having me purchase even more wine before cancelling my account, stating quote
  
  ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  They finally relented and moved forward with the cancellation of my account after I pressed them and explicitly asked if it was Winc's customer policy to refuse cancellation if an account's balance exists.
  
  *****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  I've attached the transcript of the chat with the customer service representative to this response as well as my initial complaint for reference.
  
  For all of the reasons stated above and in my initial complaint, I'm requesting that a refund be issued covering the $299.75 in total charges that were erroneously made to my account. Furthermore, based on Winc's response, I am now requesting confirmation that my account has been deactivated.
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  We sincerely apologize for the confusion. Just to clarify, when we mentioned that "Upon receiving this complaint, customer account was canceled.", what we meant was it was already cancelled when we received the complaint (Attached here is the email confirmation that was sent on August 23 for your reference). Also, as a one time courtesy, full refund has been processed.