Complaints

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

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  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:11/09/2023

  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.

  I placed an order on 10/27 for an item that is hard to find and this company supposedly has it. I paid an additional $49 because this business states shipping in 1-2 business days and offered extra amenities for this annual membership It’s been almost two weeks and the email I sent was unanswered and the tracking system is a joke. Not a real tracking system. It is vague and obviously just something they use to appear legitimate. Today is November 8 th and the memorial is this Friday the 10th and I can’t walk in with nothing after making a commitment to family. I have purchased another bottle and the inconvenience and unprofessional neglect by this company is nothing zI want to deal with. They don’t even have the decency to respond. I have been here daily because the item has to be signed for. A great inconvenience being stuck here waiting fir an item that is not coming obviously I am requesting a full refund for my purchase and membership. I can’t be a part of a deceptive business.

  

  Business Response

  Date: 11/09/2023

  Hi *****, 

  I hope you're doing well. I'm so sorry to hear about your experience so far! While our retailers are usually able to ship within 1-2 business days however, there are sometimes delays. I'm very sorry that this has happened. I do see that your order is currently with the shipping company and is expected to arrive tomorrow, 11/10. I was unable to locate any emails from this email address however if we can help further, please email us at ***************************. 

  We look forward to helping further with your order! 

  Customer Answer

  Date: 11/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is a generic message where dates are added to respond to customer complaints. I have seen it in the reviews. You don’t answer inquiries and one even offered assistance and instead gave a suggestion rather than a solution. There is no carrier company mentioned and my personal tracking shows that this package is being sorted in ******. No ****, ***, or **** facility mentioned or any facility for that matter. This company has no legitimate tracking system and is very deceptive in an age of modern technology. You don’t let us know what kind of notification we get if we dare step out of our house or whatever we can go and sign for the package. Our memorial is today and I am appalled that after working for the largest mail delivery company in the ****** *****s for 31 years, companies like this are allowed to do business in this country. I have kept impeccable notes and I am taking my complaint to Congress because no citizen in this country should pay $171 dollars and odd change (which includes a $49 membership fee) If the package is delivered today, it will be here in time for the memorial and that I really doubt. So I want a full refund and I hope that Congress can assist you in what is necessary to operate a business with normal service to customers. I will do my part to make sure they know about these practices.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/22/2023

  Hi *****, 

  Thank you for following up! I have emailed you privately with more details regarding your order. Please let us know if we can help with anything else! 

• Initial Complaint

  Date:06/15/2023

  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.

  I placed an order with ReserveBar on the 8th of June with the intent to have my order by Father's Day of 2023. The website stated it would ship in 1-2 business days which ensured me I would have my order before Father's Day. It still has not shipped, I have emailed several times regarding my order with no response and no ship date insight. I was notified that I was charged more money for my item with no explanation as to why and no other contact from ReserveBar and no order by Father's Day!!!

  

  Business Response

  Date: 09/21/2023

  We appreciate your feedback, ******, and apologize for the issues you encountered with your Father's Day gift!

   

  I know our team has already communicated with you about this situation and, unfortunately, your order was canceled because our retail partner could not procure this special item. We regret we had to cancel your order, but have used it as a learning experience and catalyst to make changes. Our team has been working on improvements to our retailer's inventory and shipping speeds and know customers will have a better experience during the upcoming holiday season.

   

  Our Customer Experience Team was delayed during the month of June, but we have made necessary changes and staffing improvements to get back to our regularly expected, same day responses.

   

  I do hope you'll give us another chance in the future to give you the experience you deserve! 

• Initial Complaint

  Date:03/27/2023

  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.

  I placed my order on reservebar.com on March 13th and have not received. It shows in progress online and provides a tracking number via ***** with no movement (see attached). I have contacted the merchant for a full refund or $69.57, but have not received my package or a response. The items should have arrived within 1-2 days of purchasing.

  

  Business Response

  Date: 04/11/2023

  I apologize for any confusion, as our website does not guarantee shipping within 1-2 days of purchasing. Items typically ship in 1-2 business days and it does seem this particular order was delayed longer than usual. It was delivered on March 28th.

  Unfortunately, it seems our retail partner sent the incorrect wines for part of this order. We will issue the refund for those items today! Our Customer Experience Team will follow up directly on the communication we have. 

  Customer Answer

  Date: 04/12/2023

  
  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:03/02/2023

  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.

  I placed an order on Feb 10 2023 for 2 bottles of ********* tequila around $220. They never shipped it. I emailed them 3 times and got the computer generated reply and never heard from anybody at the store. i would like the BBB to lower there rating so this doesnt happen to anybody else.

  

  Business Response

  Date: 04/12/2023

  For this complaint, we spoke to **** and canceled the order last month. Here is the last email we had sent to him:

   

  Hi ****,
  
  Thank you for your continued patience as we checked into this for you!
  
  Unfortunately, the ********* ***** is a highly allocated item, and we do not have a store partner that currently has this in stock. I am so sorry about this!
  
  I have canceled your order for a full refund, and you will see this reflected back in your account within the next few days (depending on your bank or credit card company). As a further apology please use the promo code ********** for $25 off your next order.
  
  Please reach out if you have any questions, or if I can be of any further help!
  
  Best,

   

  Additionally, we recently changed to a new order management system and it seems his order was placed on our old, deprecated system, due to a technical error. Our Tech Team has since resolved the error.

   

  I also see an unresolved complaint with the ID 19425500. We resolved this with the customer on February 17th. Here is the text message we sent to ******* with the resolution:

   

  Hi *******. ****** here with ReserveBar, I hope all is well with you! My apologies for the delay in getting assistance to you. I'm happy to help you with this issue. Unfortunately, we are unable to ship the ******* ******** ******** ******* ******* ****** ***** and the Penelope ******* ****** ******** bottles to you as our store partners do not currently supply them. I truly apologize that they do not have the items that you ordered in stock as that is what you were expecting to receive and enjoy. As a token of our sincere apologies, please keep the bottles you received. Additionally, we have refunded you in full for the incorrect items. To extend our apologies, if you decide to give us another chance (which I really hope you do! ), please use the code ******* to receive $15 off your next purchase. Please let us know if there is anything else that we can do to assist you, and have a great day!

  Please let me know if you need anything else!

   

  Best,

  Sarah

• Initial Complaint

  Date:02/21/2023

  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.

  My order was delivered with only 3 correct bottles of bourbon out of 6. No harm no foul, right? I have tried every single avenue to discuss this with their customer service. They provide an email, a "chat-bot", and a phone number, but there is never a human at the end of any avenue. I have spent multiple weeks trying to send messages and/or chat & call them only to get silence in return. All I am hoping for is to exchange the product I received but did not order for the product which I did order.

  

  Business Response

  Date: 04/21/2023

  I also see an unresolved complaint with the ID ********. We resolved this with the customer on February 17th. Here is the text message we sent to ******* with the resolution:

  Hi *******. Ashley here with ReserveBar, I hope all is well with you! My apologies for the delay in getting assistance to you. I'm happy to help you with this issue. Unfortunately, we are unable to ship th* ******* ******** ******** ******* ******* ****** ***** and the ******** ******* ****** ******** bottles to you as our store partners do not currently supply them. I truly apologize that they do not have the items that you ordered in stock as that is what you were expecting to receive and enjoy. As a token of our sincere apologies, please keep the bottles you received. Additionally, we have refunded you in full for the incorrect items. To extend our apologies, if you decide to give us another chance (which I really hope you do! ), please use the code ******* to receive $15 off your next purchase. Please let us know if there is anything else that we can do to assist you, and have a great day!

• Initial Complaint

  Date:02/17/2023

  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.

  I placed an online order with ResereBar.com on February 7th, 2023 in the amount of 47.00. The product I ordered was a bottle bourbon. I have not received the product although the tracking information states the product was out for delivery on Feb. 12th. No deliveries have been made. I emailed the company on Feb. 14th to cancel the order. I have not heard from a customer service representative and there is no contact phone number on the website. When I finally found a phone number after searching online, I called only to hear an automated voice instruct me to chat with the company via text. It gave me the same phone number but with no chat option: (###-###-####). Additionally this company can identify me when I call but I can’t get I. Touch with them to cancel this order and get a refund. I believe this was a fraudulent transaction.

  

  Business Response

  Date: 02/17/2023

  Hi Susan, 

  I am very sorry to hear that there was an issue with your order.  Upon investigation it looks like ***** did try to delivery the package and no one was available to sign for it.  Unfortunately because they tried several times the order is now being returned to the supplier.  I apologize that the order did not get delivered and I have issued a full refund.  Please allow up to 5 business days for the refund to post to your statement. 

  Sincerely, 

  Nicole

• Initial Complaint

  Date:02/02/2023

  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.

  I ordered from this company moonshine! The first package arrived fine! The second was wrong address! I ask for them to call ***** and send new address! They did not! The package went back to ****** ******* ** where it came from! They say I received it! ***** says it was returned and signed by CCHRIS! I want my package or my money!!!! I don’t know why they cannot call ***** and see it was returned to them! I have sent numerous emails and have no response! Phone recording says I received both but the last one went back to them! No person contact! You cannot get them! Please help me!

  

  Business Response

  Date: 02/17/2023

  Hi ****, 

  Thank you for bringing these issues to our attention.  I am truly sorry for the inconvenience.  It looks like a refund was issued for the missing items on 2/9/2023.  It can take up to 5 business days to post to your account. 

  Sincerely, 

  Nicole

• Initial Complaint

  Date:02/01/2023

  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 placed an order for a specific bottle of bourbon (*********** ***** - *******) on December 23, 2022. I received the order on December 29, 2022, but it was the wrong item. I contacted ReserveBar via their automated chat (only method available). They responded on December 31, 2022 asking if I would prefer a refund or exchange for the correct item; to which I replied I wanted the correct item. They responded the same day saying they would get the correct bottle shipped out. After email them on January 3, 5, 9, and 14th, they finally replied on January 14th saying they're working on it still. On January 20th, I still hadn't received a reply so I emailed again. They replied saying they would issue a refund and that it was processed. As of January 31 2023 I hadn't received a refund to my credit card. I emailed again and received a reply saying they issued it and copied the refund transcript. It was refunded to the wrong person. I replied to inform them of their mistake, and still have not received a reply or refund.

  

  Business Response

  Date: 02/17/2023

  Hi Justin, 

  My sincere apologies for the inconvenience.  After reviewing your order a refund was issued on 2/1/2023 and it was to the credit card used on the order. 

  If you have any questions please do not hesitate to contact us directly. 

  Sincerely, 

  Nicole

  Customer Answer

  Date: 02/21/2023

  
  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:01/27/2023

  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.

  I placed an order online December 9, 2022 with Reserve Bar. My credit card statement shows that the order was to be filled by ***** **** * ******* ********** *** I have heard nothing about this order. I have contacted Reserve Bar several times but got no response. I have also sent an email to ***** **** * *******, but also received no response. Attached is a copy of the order.

  

  Business Response

  Date: 02/17/2023

  Dear ******, 

  Thank you for brining this issue to our attention.  My sincere apologies for the inconvenience it has caused.  Upon checking your order it looks like a refund was issued on 2/4/2023.  We will be working alongside our operations team to ensure this type of issue does not happen again. 

  If you have any questions please do not hesitate to reach out to us directly. 

  Sincerely, 

  Nicole

  Customer Answer

  Date: 02/21/2023

  
  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:01/26/2023

  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.

  12/28/2022: I made a purchase (Order #1*********227). In this order were the following items: Item #1-- **** ***** *** ****** *** ***** ($28.99) Item #2-- ********* ******* ********* **** * ****** ($34.99) 12/29/2022: I received an email update from ReserveBar that my order was being processed. 01/03/2023: I received Item #2. 01/04/2023: Item #1 was very late from its estimate delivery. I called ***** and referred to the tracking #7*********53 that ReserveBar provided. This tracking # reported the item was in ******** - but had no update since December. I contacted ReserveBar with the concern. 01/09/2023: ReserveBar responded, via email, with a rep called Traci. She didn't help and just stated I should get my package shortly. 01/12/2023: No updates from *****. I called ***** and they stated ReserveBar needs to open a case. The package is likely lost. I could not open this case, apparently. I notified ReserveBar via their support email and received no response. 01/16/2023: I contacted ReserveBar about this issue again, requesting either credit or a full refund for the Item I did not receive. I did not receive a response. I got the auto-response from them that confirms I did not get the email wrong. 01/18/2023: I contacted ReserveBar via their support email again, and again received no response. I got the auto-response from them that confirms I did not get the email wrong. 01/23/2023: I contacted ReserveBar via phone, to which they just shot me to their online portal and a text # to use. I contacted them 01/24/2023: They gave me no real answer, and refused to acknowledge the problem. I asked for a refund directly this time. They have ignored the text and have not responded since.

  

  Business Response

  Date: 02/17/2023

  Hi *******, 

  Thank you for bringing this issue to our attention.  I wanted to sincerely apologize for the inconvenience.  I have issued a refund for the rum today.  Please allow up to 5 business days for the refund to post to your statement.  

  If you have any questions please do not hesitate to contact us directly. 

  Best, 

  Nicole