We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Liquor Store

Crown Wine and Spirits

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Liquor Store.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/02/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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. On February 23, 2023 my card was charged. I received no confirmation email. When I go to the website there are no orders under my email. I have called numerous times and no one will return my calls

  • Initial Complaint

    Date:10/15/2022

    Type:Billing Issues
    Status:
    Unresolved
    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.
    Some time ago, I signed up for the Rewards program. About three months ago I went back to make another purchase. When I saw the receipt, I noticed that it did not reflect the point balance that it should have, when taking into account prior purchases, Upon mentioning this to the associate, she reached over to her supervisor. They explained that they were migrating data from one system to another, and would take care of my account and reach out to me. They were both very attentive but never got back to me. Later, I trie contacting the corporate office via email and fax. No one has ever replied. It is insignificant in monetary value, but a reflection of my desire to be a CWS customer. Kindly look into this. The best way to reach me is via email. Thank you.

    Business Response

    Date: 11/16/2022

    Our District Manager spoke with the customer and the matter was resolved.

    Customer Answer

    Date: 11/16/2022

     
    Complaint: 18229637

    I am rejecting this response because:

     

    At best they are confused - given the track record if responses, it is hard to no Ive them the benefit of the doubt. Kindly ask them to reply in writing, and furnish a statement, showing the breakdown of my points, and send it to you (preferably) and then to me via email.

    Sincerely,

    *************************

    Business Response

    Date: 12/09/2022

    Good afternoon  ******,

     

    Here is the information we spoke about today, as you see in the file attachment this is his current points for ********************. Also while researching ************************* in our system we found two customers with identical names and different phone numbers but they both shop at two different stores within 5 minutes of each other (************************* ************) so if this was him as well there are two accounts open in our system and there is where the confusion may be at, and this is the reason why we were trying to get in contact with ******************** to get more information and merge both accounts if this was the issue.

     

    EdherRobles

    LiquorManagement

    VPOperations

    Customer Answer

    Date: 12/09/2022

     
    Complaint: 18229637

    Greetings ******,


    It looks like we are starting to get somewhere. First, the other ************************* is one that is definitely not me.My phone number is ************. That other number is one that I have never used. Of particular concern is the receipt showing my number, for the purchase of ****'s Vodka. It occurs to me that after I went into the store, the supervisor might have made a manual adjustment to my points balance by bringing this up - he was very attentive and professional. It also may be that a drink may carry one name, while ringing up as something else. If it was ****'s Vodka, then it isn't mine. However, I also must ask if this could be part of a mistake in how data has migrated from their earlier database, to their next gen ************************************* you kindly forward this to them?

    Thank you for your assistance in this matter.



    Sincerely,

    *************************

  • Initial Complaint

    Date:09/27/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Crown Wine and Spirits claims to take great pride in the quality of its customer service. Regrettably, this has turned out to be a misleading advertising claim.Today is September 27. Crown Wine and Spirits has been giving me the silent treatment since September 13.I have submitted several written statements to Crown Wine and Spirits via their website. Crown Wine and Spirits has not responded to my written statements.I have made several telephone calls to Crown Wine and Spirits. The telephone has never been answered by a human being. Crown Wine and Spirits has not responded to my voicemail messages.Crown Wine and Spirits online sales department does not provide an alternative to shipping via ****** ***** has mishandled every package that has been shipped to me via ***** Ground this year. Having purchases shipped to me via ***** has been such a nightmare that I am giving serious consideration to not buying the things that I want to buy.

    Business Response

    Date: 10/21/2022

    After carefully reviewing this persons complaint, we realized he is not a customer of ********************** Wine & Spirits, nor have we shipped any packages to him this year. This person appears to be upset that we do not provide an alternative shipping courier other than ****** He states that ***** has mishandled every package shipped to him this year. He further states that due to his nightmares with ***** he does not want to buy the things that he wants to buy.

    Let me reiterate, this person is currently not our customer and we have not shipped anything to him this year. We sympathize that hes had issues with prior deliveries via *****, but those deliveries were not initiated by our company, and we have no control over the actions of ******

    Perhaps this person should file a BBB complaint against ***** or the companies that provided poor customer service. We feel this persons ******************** complaint towards our company is misguided, not appropriate and not relevant.

    If this person places an order with our company, we will do our best to ensure his merchandise is packed safely, securely and shipped in a timely fashion. Although we cannot guarantee the end result from *****, we will do our part and provide the best customer service to ease his frustrations and retain him as a customer.

    Customer Answer

    Date: 10/24/2022

     
    Complaint: 18136153

    I am rejecting this response because:

    The subject of my complaint was that Crown Wine & Spirits did not respond to the messages I submitted via their website, and that Crown Wine & Spirits did not respond to my voicemail messages.

    Crown Wine & Spirits claims to take pride in the quality of its customer service. Regrettably, the only way for me to get a response from Crown Wine & Spirits was to file a complaint with the Better Business Bureau.

    I have placed one order with Crown Wine & Spirits in the past.That order was for two items that were out of stock at the liquor stores I regularly do business with. Once again, Crown Wine &Spirits is selling items that are out of stock at my favorite liquor stores. However, being given the silent treatment does not inspire my confidence as a consumer.

    Sincerely,

    *********************

    Business Response

    Date: 11/09/2022

    This person initially filed a BBB Complaint on Sept 27, ****************************************************** email. Although we are unaware of any communication with this person either by phone or email, we understand that lack of customer service could be frustrating. Therefore, we ensure customer communication is our top priority and take pride in the quality of our customer satisfaction.

    According to his BBB Complaint, he contacted us to express his frustration at ***** and ask if we utilized an alternate shipping courier. He also mentioned his favorite liquor stores were out of stock of the products he usually buys.
    His BBB Complaint bears no relevance with our company. We are a completely different liquor store chain located in *******. This person neither had an active order pending with our company nor purchased anything from our company this year.

    We believe his complaint should be directed at his local liquor stores or *****. In addition, if he places an order with our company, we will ensure he is our satisfied customer.

    Customer Answer

    Date: 11/10/2022

     
    Complaint: 18136153

    I am rejecting this response because:

    I have no grievances against my local liquor stores.

    Crown Wine &Spirits is lying when they claim that I have not reached out to them.

    By not responding to my attempts at communication, Crown Wine & Spirits has demonstrated that customer communication is not their top priority.

    Sincerely,

    *********************

Crown Wine and Spirits is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.