Customer ReviewsforVinesse Wines

Wondering what has changed at Vinesse. I have not been able contact them or receive a response from them for quite some time. No one answers the phone, replies to voicemails, emails or responds on the chat option. Wines selections are usually good, but current customer service is sub-par.

Hi J**, We apologize for any inconvenience. We are unable to support the phone service at this time. We are able to handle all customer requests through live chat or by emailing [email protected]. It looks like we responded to you on 3/8. However, the email was undeliverable to your inbox. We would be happy to assist you with your account. The recent order included the 6-bottle Spring Bonus collection. This was sent to you at no additional shipping cost. There was a letter mailed to you regarding this order with an option to opt out of the shipment. We apologize if that information was missed. Your account is definitely set at 6 bottles for your regular club orders. Please let me know you need any further assistance on your account. We are happy to help! Thank you and have a wonderful day.

They do not respond to any emails. Unable to get anyone on the phone during business hours. It's automated. I am locked out of my account and unable to access. Tried password attempts several times but nothing is showing in my email or spam folder. for weeks. Terrible customer service.

We sincerely apologize for the inconvenience; we do not support the phone lines at this time. I would be happy to assist you with logging into your account. I was unable to locate a membership with the information listed. Please email [email protected] and we would be happy to help! Again, we apologize for your recent experience.

ABSOLUTELY TERRIBLE ETHICS I signed up for their introductory offer and choose to delay the next shipments as i was not sure if i want to continue with next shipments, and just the next day i see a charge on my card for $129.99 and when i checked my emails from vinesse there was nothing there indicating any shipments so i called and was told that i did not qualify for introductory offer so they took it upon themselves to ship me some 6 wines for $129.99 without even communicating anything to me, and absolutely refuse to cancel the shipment even though it was not shipped yet. I clearly dont understand how they are getting away with such business practices. As i checked later on with other reviews and complaints almost every one has the same issue. If vinesse is not capable of running their business on their worth and quality of their wines they should just shut down rather than preying on people with so called offers.

We do sincerely apologize for your recent experience with Vinesse. It is stated on all our offers that you may only receive the promotion once per household. We apologize if there was any misunderstanding. Since you took advantage of this offer online on March 5th, you were not eligible for another introductory collection. Since you did not qualify, this reactivated your previous membership, and you were charged the regular club price. This information is not sent out via email after reactivation as it is listed in the terms and conditions before enrollment. Since the terms are agreed upon submitting the order, all purchases are final. This order was already in the shipping stage and we are unable to cancel it at this time. Your membership with American Cellars Wine Club was deactivated as of January 18th. Following this order, you will not receive any further shipments. Again, we do apologize for any misunderstanding. Thank you and have a great day.

Literally stay away and stay far away. Don’t let them fool you, they will overcharge by hundreds and not refund you. By the way, the only reason I joined was for Amtrak points. They never gave me the points and told me the deal was expired when I called. I have never been more outraged with a company.

We sincerely apologize for your recent experience with Vinesse. We have reviewed your account and we do see that you enrolled through an Amtrak offer that expired in 2020. When clicking through the enrollment link, it redirected you to the current offer for 1,000 points for your first shipment and 3 miles per dollar spent for all following orders. All of these promotions are for enrollment into our American Cellars Wine Club. This sets you up to receive automatic wine orders once per month. We do apologize if this information was missed on the Amtrak enrollment page. Once a shipment is processed, our warehouses are hard at work to get the wine sent out to you right away. Since wines are a perishable item and the club shipments are custom-created just for you, our return policy explains that merchandise credits are processed for all returns. The second order began processing on 1/2/2024. Shipments that have been processed and are in progress at the warehouse or delivery at the time of cancellation cannot generally be stopped and are the obligation of the customer, so memberships should be canceled 5 days before the next scheduled shipment. When enrolling in the wine offer, you received an email about this second shipment processing date. In reviewing your account, you spoke with each of our customer service representatives and our manager today. As explained in the recent call today, due to the misunderstanding, we contacted our warehouse to cancel the order for you. A full refund was been issued to your original payment method. This will be posted within 7-10 business days. We also have honored the 1,000 bonus points as listed on the redirected offer as well as the miles per dollar spent for the order that was fully refunded. Again, we do apologize you were not satisfied with the service. If you need any further assistance, please contact our customer service team directly. Thank you and have a great day.

Absolutely terrible experience. Had a membership in 2022 that was cancelled. Was sent a promo offer for $49.99 as we had recently moved to a new home and instead of charging me the promo price it charged me $129.99 for 6 bottles immediately. Send a message 30 minutes after stating i dont want the wine cancel shipment. Call the next day asking to cancel the shipment and refund the money and he says no refunds are possible as its already been been sent to the warehouse. Then says the best he can do is for me to refuse the shipment and give me site credit minus shipping. I told him i did not sign up for a membership and he said once i clicked the box to get the promo offer it automatically had me rejoin the club at 129.99 despite never stating that when i was filling out the promo ofter. He also said it was reactivated and that if i had clicked on a hyperlink on that page that led me to another page that it would have shown me that instead of it saying it in the giant box i was clicking the box to check. Please refund my money minus ur shipping costs for the wine refusal and dont send m3 anymore promo offers when you clearly already know i was a member years ago just to get more money out of me. Thank you.

We do sincerely apologize for your recent experience with Vinesse. I have reviewed your account and it appears you joined in January 2022. Shortly after your first shipment, your membership was canceled. Then in March of 2022, you enrolled again for a promotional offer and were informed of our one-per-household policy. At that time, we were able to cancel the order before processing at the warehouse. Recently when enrolling in December 2023, you were again informed of this policy. I apologize as the shipment was already processed and has now been returned to us. We have honored a $99.99 merchandise credit for this returned order. As listed in the terms and conditions, we do not offer monetary refunds for returned shipments. You may view this information on the link you originally enrolled through or on our website here, https://www.vinesse.com/pages/policies-and-terms.cfm. Thank you and have a wonderful day.

Be warned! I subscribed to Vinesse to get Amtrak points. Amtrak advertised 4000 points but when I signed up it was only 1000. I should have stopped there and I regret not reading BBB reviews - funny how Vinesse claims an A+ BBB rating on their website- how is that possible? 1. My 1st shipment arrived w 6 different reds like I ordered w the introductory offer. The insert stated a "special bottle" w a description and photos on the insert in the shipment- was it supposed to be additional bottle? I ignored this and did not ask customer service until #2 and #3 happened. 2. My second order was in the works and paid for. I needed to track the shipment and the tracking number on my account page was not completely visible nor clickable so I asked the chat for help. I was given a hyperlinked tracking number, clicked on it, got an error message, went back to the tracking number on the chat, copied the address and pasted it to my browser, which directed me to a very explicit Asian porn site!!! Very disturbing to say the least. I let the chat/ customer service rep know. My concern was Vinesse needs to know this, you know, it may not be so good for business, but received a gaslit response. 3. On top of that unfortunate experience, I saw that my second shipment of 6 bottles actually contained 2 bottles each of 3 different wines! Really? A wine club that decides you need 2 of each bottles (on your 2nd shipment) and not 6 different ones that you expect in a wine club? They explained this was "standard". I did not read that "standard" any where on their website. When I received the box yesterday, I indeed got 3 different wines and 2 bottles of each only to find out that the 2020 Charles du Marquis Bordeaux from my 1st shipment was also in the 2nd shipment, bringing the total of that wine to 3 bottles that I never requested! Where is the variety and why are they already duplicating wines on the second shipment? So, I promptly canceled my subscription. Don't waste your time.

We sincerely apologize for your recent experience with Vinesse. I have reviewed your account and do see that the promotional offer you enrolled through was expired, this is the reasoning for the lower points received. I would be more than happy to honor the difference for you. Please allow 7-10 business days for these points to post to your account. In regard to the "special bottle" this is not something that is offered with the promotion you enrolled through. I do apologize for any misunderstanding. As for the tracking information, we do not have any links through our site for the direct tracking at the moment. I apologize for the direction your it took you; we do not have any links to any other websites on our page. On your member service center log in, there is a magnifying glass next to a details title. If you click on that image, it will pull up your transaction details along with the tracking information. Depending on which wine preference you select, there will be duplicated wines in your regular club shipments. The first introductory order is made with a variety of wines to allow you to explore the different options we provide. All further shipments will contain 2 bottles of each wine when selecting the red preference. Many of our wines are unique and it is likely that you will not be able to receive the same wine a second time. We include two of the same bottles in order for you to be able to enjoy the wine for the limited time we have it in stock. If you receive a bottle you do not enjoy, we do offer a satisfaction guarantee to include additional wines in your next club shipment to avoid additional shipping costs. If you do not wish to have a future shipment, the bottles are sent out at no charge, you will only be responsible for the cost of shipping. Since your membership is cancelled, if you would like replacements sent for this fee, please feel free to contact customer service and we would be happy to assist you. Thank you and have a great day.

I ordered the 6 pack wine deal for 39.99 and was later charged 129.99. I called immediately within minutes when I saw the overcharge and they said nothing they could do it was already processed. I refused the package and it was sent back. they never gave me a refund but charged me 29.99 shipping but yet they gave me a 99.99 credit for their wine at incredible expensive prices.. I will just eat that 99.99 and just on principle will never order from these thiefs. expensive lesson learned about ordering from scam companies like vinese......john l.

We regret any misunderstanding but Mr. L***** has redeemed a total of five introductory offers, three of which were redeemed this year. When Mr. L***** redeemed his 2nd intro, he was charged the regular member price, as the intros stipulate that they are for new members only, one per household. We honored a full refund for this refused order at Mr. L*****'s request as a one-time courtesy. Mr. L***** redeemed a third intro in March of this year for $39.98 and again canceled immediately after. He was reminded at this time that the offers were for new members only and informed that redeeming another intro would reactivate one of his previously canceled accounts, and he would be charged full price, which he acknowledged. We are sorry for the inconvenience this may have caused you but have broken the policy for Mr. L***** on more than 1 occasion.

Very strange that invoices are not provided with shipments. I understand that it is a wine club, but the cost of the first shipment versus the second shipment varied by over $120. Sure there was an introductory offer but when I chatted with their customer service they just explained the price breakdown and told me they would send a receipt by 4pm PT. Then, I called because that felt suspicious and they told me the same thing - that they had to manually create the invoice for each order.

Hello N******, Thanks so much for being a member with us, and we do apologize for the inconvenience. As mentioned on our chats and calls with you yesterday, we are unable to include an invoice in the box due to the picking and packing procedure at our warehouse, however the detail of all shipments are online, and we have provided you with that information yesterday after requested. Additionally, it looks like we have also provided you with a 30% refund on the shipment due to the inconvenience. This credit will be processed back to you within the next 5-7 days. Please let us know if there is anything additional that you should need. Cheers,

Read the small print... do not "join" this club. Any refunds will be store credit. You are a hostage. They refused to cancel my shipment which I did not authorize or received prior notification.

Hello G*****, We regret any misunderstanding regarding your membership with us. The club you joined features automatic quarterly shipments as was stated in the terms and conditions you acknowledged upon enrollment back in December. This was an offer in conjunction with Delta Airlines, promising 2000 miles with your first shipment and 3000 with your second. Again, we regret that it was not understood that this was an offer to enroll in a club rather than a one-time shipment. We do advertise that there is no obligation and members can cancel at any time prior to the processing of any order, but once an order is submitted or a wine club shipment is created, we are unable to cancel it. With our speedy warehouse system, we want to ensure on-time delivery—which is the reason that we cannot cancel queued orders and club shipments; we apologize for any inconvenience this may cause. That said, we were able to have this shipment rerouted back to warehouse, and will waive the portion of our return policy which specifies a Merchandise Credit to issue a full refund for you as a one-time courtesy. These funds should be available to you within seven business days