Complaints

This profile includes complaints for ReserveBar.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ReserveBar.com has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ReserveBar.com

  426 Main St Ridgefield, CT 06877-4508

  
• 

  ReserveBar.com

  3535 Routh St Dallas, TX 75219-4702

• 

  ReserveBar.com

  Dallas, TX 75219-4702

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:11/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 October 28 I ordered two bottles of ***** Rare bourbon for a total of $150 ($80.49 per bottle + tax/shipping with a $40 off coupon), which was charged to my **** (and received an email confirm with same). I received a second email October 30 stating an update and the total is $254.86 I placed an order and received confirm for $150 and without contact from ReserveBar to me or my approval they revised pricing to $254.86 My **** has not been charged the difference ‘yet’ but their email states they will. I have tried to call the company over 50 times in two days and was allowed to leave a message once. I have sent a dozen emails and cannot get a response. This is a deceptive practice and misleading charges NOT SHOWN WHEN ORDERED but changed a day later without notice or my approval for the additional charges (almost double). This is TOTALLY UNETHICAL. I cannot get them to respond or confirm I will not be charged the additional charges.

  Customer Answer

  Date: 11/02/2024

  I have cancelled the order and received credit to my **** for the amount charged

  

  Business Response

  Date: 11/05/2024

  Hello, 

  I'm reaching out in regards to this complaint. We have worked this out with the customer and issued a full refund for their order. 

• Initial Complaint

  Date:09/06/2024

  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.

  I placed an pre-order on reservebar.com on August 20th. I received a message yesterday, September 5th--when the product was due to be shipped--saying my order was cancelled and refunded due to suspicious activity. After inquiring about the reason for cancellation, I was told they could not reveal any more information. Then today I received an email saying that, after further investigation, my account was closed. I've never experienced anything like this. There was no identity verification process requested. I definitely placed the order. So, I'm left wondering if they suspect that someone fraudulently used my account (in that case, why would I be penalized?) or if they believe I committed fraud. I have ordered from them several times before. So, I do not understand what transpired. Is a company allowed to close your account due to risk and safety issues without informing you of the reason? Shouldn't I receive more information to report back to my credit card company? One final note: I learned from my neighbor that their pre-order of the same product was also cancelled for suspicious activity. I want to know what's happening and why I am left uninformed.

  

  Business Response

  Date: 09/13/2024

  Hi ******, 

  Thank you for reaching out and expressing your concerns! I appreciate your feedback and want to assure you that we take this very serious. Our Risk & Safety team is unable to provide exact details as to why accounts cannot be opened due to security reasons. I completely understand your frustration with this process. I will personally look further into your order and circle back to you by email.  I'm so sorry for this and the inconvenience all of this has caused! 

  Best, 

  ReserveBar

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 something I didn't receive. I was told stories about my refund for one month & never saw a refund.

  

  Business Response

  Date: 03/06/2024

  Hi ********, 

  Thank you for reaching out with your concerns! I've looked into your order and it looks like while we tried issuing a refund 3 times, your bank was unwilling to accept these as they were suspicious of fraud. I do see however, that we were able to issue the refund on 3/2 for the full amount and it has settled. I apologize for all of the back and forth regarding your refund and we hope to have a smoother transaction next time! 

  If we can help with any further questions or concerns, please reach out to us directly so we can investigate.

  
  Thank you! 

  Customer Answer

  Date: 03/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:02/23/2024

  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.

  In December, I placed a gift order with ReserveBar. The first two attempts at ordering online were unsuccessful, and I never received any confirmation of the attempts. The next day, I ordered successfully and received an order confirmation. I thought everything was fine, until the gift recipient told me she was receiving duplicates. Then I found out the 1st two attempts had initiated an order, and I was charged twice to ******, for those orders, and once to my **** card for the one order that processed successfully. I have been trying since early January to get my $547.58 back and return the duplicates, and no one in customer support will work this to resolve. I have asked them to call me, and they refuse. I have asked for a phone number to speak to a person, and they refuse. I am given the option of Chat or Email, neither of which has resolved anything.

  

  Business Response

  Date: 02/28/2024

  Hi *******, 

  I hope you're doing well. Thank you for reaching out! At this time, our Customer Experience Specialists are only available by chat or email. We have found this is the best way that we are able to provide the best customer experience in the shortest amount of time. 

  We've looked further into your account and see that one order was processed with payment however, the other 2 orders that were placed were both declined by ****** as they noticed they were duplicates. On our end, we are only able to see the order order that has been processed and delivered. If for any reason you are seeing multiple charges still, please file a chargeback with ****** this will ensure it is dived into more on their end and a resolution can be fulfilled ASAP. 

  Thank you for your patience during this! 

  Best, 

  ReserveBar 

  Customer Answer

  Date: 03/09/2024

  ReserveBar didn't acknowledge there were 3 orders delivered until I was able to get the gift slips that were included in the extra shipments. In an email exchange (outside of BBB), they acknowledged there were indeed 3 copies and 3 charges, and said the funds would be reinstated through ******. (attached their acknowledgement) The sounded great, in theory, but the two largest charges have NOT been refunded, leaving me with ~$300 still outstanding.

  

  Business Response

  Date: 03/13/2024

  Good morning and thank you for reaching out. I was able to locate your order and look up all previous conversations with our team. It looks like there may have been some confusion. On your order, you placed different orders with 4 different retail partners. These are all similar items however they were paid for during checkout after you had added them to your cart. Please see the attached receipt that shows all of the items that were purchased. These are not duplicates as they also show on your confirmation email that was sent right after your order was placed. The charges will show multiple times as each store portion is a separate charge. 

  I'm so sorry but our retail partners are unable to accept returns for items that were accidently ordered. We hope in the future to have a better system however with alcohol laws, we cannot guarantee anything. 

  If we can help with anything else, please let us know! 

  Best, 

  ReserveBar 

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 this on 01/07/2024 from reserve bar it is now 01/29/2024 and I still have not received my order or been given a refund after 5 to 6 emails and being told that it’s being packed and shipped and a shipper has been created but it hasn’t been shipped yet and they refused to give me a refund they just keep saying it’s going to be shipped I would like $119.80 refunded to my ***** *** because it’s obvious they are not going to ship this. I emailed them this last Friday on.01/26/2024 and still no answer I’m tired of this back-and-forth and then lying about the shipment!!

  

  Business Response

  Date: 02/01/2024

  Hi ****,

  I'm so sorry to hear about your experience. I do see that our team has reached out to the retail partner fulfilling your order several times and passed along the information that they received. I have also personally followed up with you by email confirming a full refund has been issued. I hope you'll give us another chance in the future! 

  Customer Answer

  Date: 02/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 02/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/19/2024

  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 had placed an order for a bottle of their merchandise and since I did not receive an email confirmation that my order was placed I placed a second order at which time I did not get a confirmation for that either. After a couple emails I was told that I have to reach another department to get an answer. I have been emailing the company multiples times with proof they charged me for each bottle. I keep asking if I can return one and they will not provide me an answer. I want to return one of the unopened bottles since I do not need both. Also, they didn’t check for ID OR ring the bell with the alcohol which is unlawful. They just left it at the doorstep.

  

  Business Response

  Date: 01/19/2024

  Hi Erica, 

  I hope you're doing well. Thank you for reaching out with your concerns. I've looked further into your order and want to assure you that you were not overcharged. The payment is split between ReserveBar and the retailer(s) providing the items on your order. The $46.99 was for the product and the $8.10 was for ReserveBar for taxes and fees such as a processing fee. I've attached a copy of your confirmation email with a full breakdown. I hope this help! If we can help further, please email us directly at ***************************. 

   

  Thanks! 

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Seller sent wrong item. Missing key component: pink mini **** fridge. Unable to reach customer service for resolution.

  

  Business Response

  Date: 01/05/2024

  Hi *****, 

  I am so sorry to hear about your order experience! I see that we've reached out to our retail partner however due to the holidays they are running a bit behind in responding. Due to the time of your order and that we are unsure if they will be able to complete your order, I have canceled this for a full refund which should be reflected on your payment statement within the next couple of days. I will also send a confirmation of this to your email from ReserveBar directly. 

  If we can help further, please reach out to our Customer Experience Team at [email protected]. 

  Thank you for bringing this to our attention! 

  Best, 

  ReserveBar 

  Customer Answer

  Date: 01/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, it would have been better to have received the item I originally ordered. 
  
  Sincerely,
  
  ***** ******** 

• Initial Complaint

  Date:01/02/2024

  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 order on Dec 18th. I did not open the package until the evening of Dec 21st and discovered I was shipped the wrong items. I called the number on the receipt and got an automated message saying to email them. I did immediately with a picture of the packing slip, showing the correct ordered items, and what was actually delivered, the incorrect items. To date, I have not gotten a response from them except the auto email saying they will respond as soon as they can. I understand there have been holiday's during this time, but there have also been plenty of business days in which this could have been addressed. I simply want what I ordered or a refund.

  

  Business Response

  Date: 01/05/2024

  Hi ****, 

  Thank you for your feedback. I'm so sorry for our delayed response. I have personally just responded to your email. Please let me know if I can help further! 

  Best, 

  Caitlin 

• Initial Complaint

  Date:12/26/2023

  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.

  Placed an order 12/16 for $556. They informed me that the estimated delivery date was 12/21. On 12/21, the package never arrived. The shipping simply read “in transit” and “delivery date 12/21”. I called reservebar and there were no representatives available. I then called and emailed the shipping partner, and was told they would follow up. Instead, I received no update and the tracking simply read “delivery rescheduled 12/23”. 12/23 came and went. No update. No package. No notice of anything. I had no gifts to give this year for Christmas at a holiday party. It’s now 12/26, and again I reached out to reservebar (whom apparently employs zero human beings) without response again. I reached out to the shipper who rescheduled my package for delivery 12/27. The package has been sitting in a warehouse one hour from my house since 12/19, and not a single human being has intervened.

  

  Business Response

  Date: 12/29/2023

  Hi ********, 

  I'm so sorry to hear about your experience! I've looked into your order and want to confirm we have recently canceled your order for a full refund. This is not a typical situation and we appreciate your feedback as it will help us in the future to ensure that this does not happen again. 

  I have also personally followed up by email if you have any further questions, please let me know! 

  Best, 

  ReserveBar

• Initial Complaint

  Date:12/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Date of Transaction Nov. 30...Today, Dec. 5...Still waiting on a purchase delivery for 2 bottles of a specific ******** **** liquor that was originally in their Advertisement stating they could deliver in an hour. All I asked for was a 5-7 pm window. Then got email saying they had no drivers available, then had to reschedule for 5-7 pm window the next night..no delivery. Nothing. Ever since was asked again to reschedule, and then when I said 5-7 window Monday, have to yet to even receive a confirmation. This is unbelievable.

  

  Business Response

  Date: 12/14/2023

  Hi ******, 

  I am so sorry to hear about your experience with ReserveBar! This is not a typical situation and we are diving further into your order to ensure it does not happen again. We will also be following up by email through our system. 

  Best, 

   

  Customer Answer

  Date: 12/14/2023

  The delivery was finally made...it was not the exact vintage that I was hoping for, but we did get 2 good bottles of liquor. That was all I wanted in first place. My only comment as far as ReserveBar is that they need to be more transparent about the possibility of not getting a timely delivery and they need to also let through the store owner (or final delivery party) communication within both that if there is not the liquor desired that it needs to be eliminated from the carts. It's misleading. And a phone number for ReserveBar would have served much better customer service than waiting for emails or answers that aren't immediately followed up. You can't say we can deliver your order in an hour and then take 4 to 5 days and still not actually deliver the goods promised. Sorry, yes delivery was made ultimately but way too work for the customer here.

  Customer Answer

  Date: 12/30/2023

  So, it's happened again, same situation of waiting forever for an order they can't fill. In this case, they said they were "out of stock," but what bothers me is that I ordered directly for 2 bottles of Heaven's Door whiskey and got not only my order filled (speakeasy.com) but got it delivered in a record 2 days PRIOR to Christmas. The Remedy Liquor vendor that is used by ReserveBar.com for my residential area in Burbank, CA gave me a spiel the first time on the first order I received about how "that particular vintage of Heaven's Door is no longer produced" (the driver told me)...yet it does. But now it's getting silly again about how long they can fill this particular new order. This is after they offered a gift promo for the liquor itself. I am now offering to change the liquor we want because it's getting to a point where I'm tired of the act. Tired of this company's inability to allow for a phone call--only e-mail communication--and different people respond but only after several days in between communications. It's terrible customer service. I don't understand how hard this has to be. 

  

  Business Response

  Date: 01/05/2024

  Hi ******, 

  I appreciate your feedback and patience during all of this! I am so sorry to see that this is an on going problem that has taken longer than expected. I see that our Customer Experience Team has been in touch today and your order was updated. I will issue a partial refund on your order for all of the inconveniences. 

  I understand your frustrations with our response time. I want to assure you that we are working to get this down to a much quicker time. We are a smaller team and to provide the best customer experience while we do not offer phone support we do have email or for the quickest response, live chat.  If we can help with anything else, please reach out with us via email. 

  Thank you, 

  ReserveBar 

  Customer Answer

  Date: 01/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****