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:01/12/2024

  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.

  Caskers seems a fraudulent company. I wish I had read the other experiences here before purchasing from this company. I ordered 1 bottle on 12/17/23. I received my confirmation email same day. On 12/19/23 I was notified that my package was on its way and could take up to 10 days to arrive. It is now 1/12/24 and I still have not received my package. I have been emailing back and forth with Caskers for weeks without my package arriving. Their delivery company, WeShip is terrible as well. Their tracking info has not updated since 12/29/23. It has said its at their Midcentral Gateway since 12/29/23. There has not been any expected delivery date listed on this tracking page the entire time. I reached out to WeShip who directed me to speak to Caskers. Last week, ******* (***** is who has been emailing me every time) said they looked into it and it should arrive by last Wednesday 1/3/24. It did not arrive. Monday of this week, ******* said it would arrive by yesterday, Thursday 1/11/24. It did not arrive. I have not received any response from Caskers via email this whole week since Monday. I have sent them 4 emails since Monday with no response. Each time Ive emailed them I have expressed concern for the delivery service about how expected delivery date should be very transparent given it requires a signature upon arrival. My last email to ******* told them I demand a full refund if it does not arrive by 1/17/24. But honestly at this point with no response all week, I really feel like I should just get the refund now and cancel the entire transaction. This has been a terrible experience. Their customer service has been kind, but relatively useless given the lack of information provided and their inability to accurately locate/track my package. They did refund my $16.99 shipping fee, which is good since its been well over the 10 days they quoted, and they also gave me a $10 store credit that I will never use as I will never order from this company again. O #*********

  Business Response

  Date: 01/19/2024

  Dear ******,

  Thank you for sharing your concerns with us. We apologize for the poor experience and would like to provide additional context to the situation.

  Order delays are frustrating and we understand how this reflects poorly on your experience with Caskers. Please note that we rely on partners and outsourced services for an essential step of our deliveries, services we cannot directly influence. This isn't an attempt to justify or shift the blameonly to help explain the complexity of our logistics.
  
  We are committed to providing the best possible experience to you, so even when something doesn't go according to plan, we do everything in our power to make it right. We believe this helps distinguish our services from others. During the holiday season though, our vendors are delivery partners are extremely strained which can result in further delays as well as a backlog of orders in the weeks that follow Christmas.

  We sincerely apologize for the poor experience and we regret that your order was affected by a delay. We have now issued a full refund for your purchase as a gesture of our goodwill. If you need help with anything else, feel free to reach out again at *******************.

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  

  
  
  Hello,
  
  I am unsure if Caskers responded to my BBB complaint or not, but the package arrived a day after the deadline I gave them for a refund. I never heard back from Caskers other than they said they’d refund the order since it got “lost” by the vendor.
  
  Ended up getting my package, but overall terrible experience with Caskers and will never buy from them again.
  
  Thanks for your help.
  
  Best,
  ******

   

  
  
  I have reviewed the response made by the business in reference to complaint ID 21139056, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ****** Boyle
  
  
  
  
  
  
  
   
  
  

  
  

• Initial Complaint

  Date:12/20/2023

  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.

  Absolute nightmare of a company, they are a scam. I ordered a $200 dollar bottle of whiskey in November. It never arrived and they said that they never got the order. So then I told them I dont want to re-order unless I can get it for Christmas. They said they could, but I placed the order and they still hadnt shipped it within the week so I then messaged them and said please cancel my order she said OK yes. Though within two minutes I got a shipping notice ! The date kept changing and then finally it changed to after Christmas- so I wrote back and told her I dont want this item. I want my money back you didnt ship it until I told you I wanted to cancel. She said I have to deny the shipment at the door and they will refund me when they receive it so at this point I know Im going to be out $200. I will never order from them again and I beg you guys not to .

  Business Response

  Date: 12/28/2023

  Dear ********,

  We sincerely apologize for the inconvenience you've experienced, and we want to express our deepest regrets for the disappointment caused by your recent order #*********.

  We understand and share your concern about the shipping timeline, and we're genuinely sorry that it did not meet your expectations. We want to assure you that providing a seamless shopping experience is of utmost importance to us, and we deeply regret any frustration this may have caused.
  We acknowledge your diligence in checking our Terms & Conditions and FAQs for shipping information. It's unfortunate that your order, placed on December 13th, fell outside the guaranteed Christmas delivery window, which was until December 7th, as clearly stated on our website.

  We recognize the challenges posed by longer shipping times during the holiday season, with our fulfillment partners and delivery services facing increased strain due to the surge in orders. While we strive to maintain our standard shipping timelines, the seasonal demand may, on some occasions, cause a delay. However, your order shipped within the promised 5 business day timeframe.

  Regarding your cancellation request on December 19th, we attempted to intervene despite the shipment label already being created. Regrettably, we were unable to halt the process in time. We sincerely apologize for any inconvenience caused by this and acknowledge that we fell short in accommodating your request.

  Given that the shipment was already in transit, our customer representative suggested rejecting the delivery to facilitate the return process. We appreciate your cooperation in refusing the shipment, and we assure you that once the package is returned, we will expedite the refund process. Our team will keep you informed of the progress, and we remain at your disposal for any further questions or concerns.

  Please feel free to reach out to us at ******************** and we'll do our best to address any additional queries you may have.
  Once again, we extend our sincere apologies for any frustration caused, and we appreciate your understanding and patience.

• Initial Complaint

  Date:12/12/2023

  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.

  On November 30, I ordered online a gift to be sent to a third-party recipient.They sent several emails indicating there were problems in shipping and delays. I tried to reach their phone support however there is none and you can only contact via email which sounded questionable. They finally said it shipped but they sent it to me and not my recipient. I again tried to contact via email on getting this corrected and there is dead silence..I have exhausted everything without any response. I want them to either get this corrected or my money returned. I have attached the receipt along with the 3rd party address of where it was supposed to go.

  Business Response

  Date: 12/20/2023

  Dear ***,

  Thank you for sharing your feedback with us. We apologize for the frustration caused and would be happy to assist you with this issue.

  Upon investigating your case, I noticed that we did receive your emails and replied to each inquiry and our latest email from December 15th received no reply. Is it possible that our emails ended up in the spam folder of your inbox?

  I'm afraid we don't offer phone support at the momentbut please dont misunderstand this as any lack of interest to assist you! We know the decision to omit phone support is unusual, but after experimenting with different approaches, weve found that assisting via email enables us to provide fast and high-quality responses, so youre always talking to a human who can help first-hand.

  Your order was sent to the shipping address entered at the time of purchase (below):

  *******************
  ** ***************************
  ***** ********
  ************* * ********
  ** **********
  
  The tracking information suggests that the order was delivered on December 18th:

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

  Unfortunately, we have not received any address change requests prior to the shipping of this order. Is the address indicated above incorrect? If you received the order at a different address than the one provided here, do let us know at ******************* and provide us with a picture of the received shipment where the shipping label is visible. We will be happy to assist you further once the required information is provided.
  
  Please write to us at ******************* if you need our assistance, we promise to get back to you as soon as possible!

• Initial Complaint

  Date:12/11/2023

  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.

  Placed on Dec 8, 2023, 12:25:36 PM Blood Oath Pact No. 9 Kentucky Straight Bourbon Whiskey SKU: ***** 2 bottles at ****** each Company committed to selling me these at the price of ******, then abruptly changed the price to ****** and refused to send me the bottles Id paid for and refunded my payment. I dont want the refund I want them to send me the product I purchased not make me pay 3x more for the same product they just had for sale. Order No. ********* Placed on Dec 8, 2023, 12:25:36 PM ItemsQtyPrice Butterfly ****** Blue Tequila SKU: 132321$29.99 Blood Oath Pact No. 9 Kentucky Straight Bourbon Whiskey SKU: *****2$317.98 Subtotal$347.97 ************************* Taxes and Fees$23.48 Grand Total$396.44 Attached you will find the order and that they cancelled not due to it not being available but due to them saying they can't get it for the price they advertised. They are a direct online seller for ******* and MSRP for this is $129.99 so the $****** I paid was already over msrp. I just want them to honor the pricing they had and ship my the 2 bottles.

  Business Response

  Date: 12/21/2023

  Dear *******,

  We appreciate you reaching out to us and bringing your concerns to our attention. We understand that the recent price increase on the product you purchased has caused frustration, and we sincerely apologize for any inconvenience this may have caused.

  We would like to clarify that product prices can vary over time due to a range of factors. One significant factor is the availability of the product in different states and the shipping restrictions imposed by our retail partners. Our network of retailers operates under state regulations, and this often results in price variations based on the costs at which they can procure their current stock.

  The recent change in price you observed could be attributed to the dynamics of our retailer network. For instance, a retailer who initially offered the product at a lower price may have run out of stock, leading to an alternative retailer with a higher price becoming the available option.

  We want to assure you that we are constantly working to secure competitive pricing for our customers and are actively expanding our network to offer the best possible prices in the long run. While we understand the disappointment this may cause, please know that these variations are beyond our immediate control.

  We're working with our partners to offer you a solution and one of our representatives will get back to you shortly on the matter.

  If there's anything else you would like us to look into or if you have any further questions, feel free to let us know. We value your feedback, and your satisfaction is our top priority.

  Customer Answer

  Date: 12/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You had this listed for a price and I ordered it at that price. How many times have you done this to other customers? You are a direct facility for Lux **** on their website, which means you can get these at less than retail and yet your charging over three times retail And the time that I order it slightly above retail you tell me its not available. You have it available for 3x more 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 12/28/2023

  Dear *******,

  We completely understand your frustration and regret not being able to offer you the bottle at the initial price. As explained in our previous reply, prices vary dramatically across states and depend on many factors that we cannot influence. We did our best to comb out our networks of retailers to find one who could source the product at the initially advertised price, but sadly, to no avail. We do indeed still offer the bottle on our website, and currently, the best available price in your location is the one displayed on the product page for this item.

  We understand if your needs and wishes differ from what we offer and Im terribly sorry that we couldn't find a solution to meet your expectations. However, we did offer you compensation for the inconvenience caused and you were refunded for the product. At this time, I'm afraid that we are not able to offer any alternative solution.

  Please reach out to us again if you have additional questions.

• Initial Complaint

  Date:11/24/2023

  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.

  Caskers is a scam. I have a gift card that I have tried to use for 2 orders, my ONLY 2 orders with this company. The first order got cancelled after several weeks, they could not explain why except that they "depend on third parties" to fulfill orders. I filed a complaint on Trustpilot for this order.I placed a 2nd order to try to use my gift card on November 11th. On November 15th is said that my order had shipped from their "Westcoast Gateway". On November 17th, it said that my order had been sent to the Midcentral Gateway to be packed and shipped. (First red flag, was it actually shipped form the Westcoast gateway, or is that a lie??). There has been no activity on my order since the order was sent to the Medcentral gateway.THEONLY REASON I TRIED PLACING AA 2ND ORDER WITH CASKERS AFTER THE DISASTER ON THE FIRST ORDER IS THAT THE HAVE $100 OF OUR MONEY TIED UP ON A GIFT CARD AND THERE IS NO WAY I AM GOING TO LET THEM KEEP THAT MONEY.

  Business Response

  Date: 11/30/2023

  Dear *****,

  Thank you for sharig your experience with us. We sincerely apologize for the poor experience with our services so far. 

  Delivering top-shelf liquor to your doorstep is our privilege and pleasure, and we're continually working on minimizing shipping hiccups and speeding up delivery times. Please note that we rely on partners and outsourced services for an essential step of our deliveries, services we cannot directly influence. This isn't an attempt to justify or shift the blameonly to help explain the complexity of our logistics.
  
  We are committed to providing the best possible experience to you, so even when something doesn't go according to plan, we do everything in our power to make it right. We believe this helps distinguish our services from others.

  After investigating your case, I can see that your latest order placed with your gift card is in transit. Tracking information can be found here: ************************************************. We understand how frustrating long delivery times can be, but we're in the middle of the holiday season and our vendors as well as delivery partners are handling an increased number of orders these days. Nevertheless, we are doing our best to have all orders shipped and delivered as soon as possible.

  Your order should be delivered within a few days. If you do not receive anything by the end of the week, feel free to contact our customer support team again at *******************.

   

   

• Initial Complaint

  Date:10/23/2023

  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.

  Placed Order No. ********* on Oct 4 for $200 with Caskers, email notification said it was shipped on 105, and expected delivery was 10/5 (same day service). According to tracking data my items have been sitting in distribution centers about 1 hour from my house since 10/9. After multiple communications with Caskers and the shipping company I'm no closer to getting my package delivered. ******* has been zero help in working to resolve the issue, they just keep saying they contacted the shipping company for an update. I was forced to reach out to the shipping company myself in an effort to try to try to finally get my package delivered. After researching online reviews it appears that ******* uses cut rate shipping vendors that are not reputable, I should have done my due diligence before I placed the order. I hope this helps others make an informed decision to steer clear of *******.

  Business Response

  Date: 11/06/2023

  *************, 
  

  Thank you for taking the time to provide your feedback and allow us to resolve your issue. This certainly isnt the experience we want you to have and we apologize for the inconvenience caused.
  
  Shipping alcohol is an extremely complex process. By now, we are well versed at handling unexpected delivery issues so there is no disruption in the quality of our service. With that being said, we do rely on our fulfillment and delivery partners to keep us up to date regarding any potential issues so that we can handle them proactively. 
  
  I regret to see that was not the case here and we failed to receive an accurate status update on your package despite the best efforts from your support agent *****************. Although she continuously followed up, she was not met with the same urgency and it took much longer than usual to get this package moving again after a track and trace was initiated. We apologize for the time taken to resolve this. We have flagged this with our operations director and this case will be used to find a better way to resolve issues like this in better time and, ultimately, root out the core issue in order to prevent this from happening in the future. 
  
  At the time you wrote this review you were still in contact with our customer support. Your issue has since been resolve. You received your order and ***************** provided compensation for the inconvenience. We appreciate your patience and cooperation while she worked to resolve this. 
  
  
  
  
  

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the matter has been resolved since I finally received my package. That being said Caskers offer of a $5 store credit for the worst service imaginable is laughable. Ill certainly never do business with ******* again, and caution others to avoid them at all cost.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/24/2023

  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 place my order on July 6, 2023. My order came in 2 separate deliveries. I received a portion of my order on July 10. On July 12th, I received what was supposed to be the other half of my order, and it was wrong. They had shipped me a much cheaper bottle of whiskey instead of the more expensive limited edition bottle I had ordered.I immediately emailed their customer service to let them know there was a problem. On July 13, I received an email stating they would look into it make sure I got the correct order.July 24, I received an email from ******* stating "It appears that the vendor may not be able to reship the correct bottle. I'm so sorry for the inconvenience. Would you be willing to keep the received product for a $15 store credit?"I purchased a limited edition bottle for $70+ S&H (that I did not receive) and they want me to accept a $40 bottle (that I didn't want) instead and give me a $15 store credit? Clearly they didn't pass math in school. Caskers has an responsibility and obligation to fulfill my order. Their vendor problem is not my problem. This is false advertising, allowing customers to purchase and item advertised on their website, then shipping the wrong item and then offering a store credit. Why would ANYONE want to do business with them after they stole your money and failed to produce the product you ordered? I demand that ******* fulfill my order and ship the correct limited edition bottle to me.

  Business Response

  Date: 07/27/2023

  Dear ******,

  We sincerely apologize for the poor experience and inconvenience caused. Thank you for sharing your feedback with us, this is one of the only ways we can improve. Allow me us to offer additional insights.

  After receiving your initial inquiry, we immediately contacted our vendor to rectify the issue and arrange for the correct product to be sent to you. Unfortunately, we were informed that there was an unforeseen stock discrepancy on our vendor's side, and they are unable to fulfill the replacement order at this time. While this is not an excuse for our mistake, we want to assure you that stock issues like this are highly unusual and do not reflect our usual standards of service. We have always prided ourselves on providing top-notch products and services to our valued customers, and we deeply regret that we couldn't meet your expectations on this occasion.
  
  Regarding your concern about false advertising, we want to clarify that the erroneous shipment was an internal error and in no way a deliberate attempt to mislead our customers. We take false advertising allegations very seriously, and we assure you that it was never our intention to misrepresent our products or services. To make amends, we are more than willing to offer you a full refund for the product you initially ordered. We've requested a prepaid return label from the vendor who shipped your order and as soon as the product is returned, the refund will be issued.
  
  Once again, we apologize for any frustration this situation has caused you. We truly value your business and aim to rectify this issue to the best of our abilities. Our team is committed to ensuring this type of mistake does not recur in the future, and we are taking measures to improve our order processing and inventory management systems.
  
  Please feel free to contact us again at ******************* if you have any further questions or concerns. We are here to assist you and will do everything in our power to make things right. We appreciate your understanding in this unfortunate situation. We sincerely hope for the opportunity to serve you better in the future.
  

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair 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 a bottle of bourbon from their website on June 29 and have not received it, as of July 21. It was supposedly shipped on July 6, but no shipping information was provided. I tried emailed and calling. The email response was clearly a copy and pasted email with no information. The email suggested I wait another several days, which I did, with still no package delivered. When I tried calling, their customer service phone number listed on their website is not operational. I emailed them again- no response. I tried using their chat, which also did not provide any information other than they would look into it. It has now been 22 days and I still do not have what I ordered. The customer support- email, phone, chat- is extremely unhelpful.

  Business Response

  Date: 07/24/2023

  Dear ******,

  Thank you for sharing your experience with us. We sincerely apologize for the long delivery times as well as the poor service so far.

  We do our best to minimize delays, shipping inconsistencies, and inventory errors, but there are rare, and unfortunate, cases such as your own where an order is delayed. There are several outside factors that we are not able to control directly from distribution to retailers and the courier service tasked with delivering your order. We rely on the diligence of our partners and hope you can understand that we are constantly working on improving the delivery experience.
  
  I've investigated your case and I can see that you are currently still in contact with our customer service. Our Representative has been in communication with our vendor as well as the delivery service and they will get back to you shortly with updates. From what we gathered so far, it appears that the tracking page from the delivery service used for shipping your order experienced technical issues, which explais why no updates are shown on the tracking. As soon as we have more information, we'll let you know. In the meantime, we kindly ask for your patience and understanding while we try and resolve this for you.

  We've added a $10 store credit to your Caskers account as a gesture of our goodwill and as an apology for the holdup. The credit can be used on a future purchase and does not expire. We look forward to the prompt delivery of your order or a suitable resolution to the matter. If you need further assistance or have further concerns you'd like us to address, do not hesitate to write to us again at *******************.

  Customer Answer

  Date: 07/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It has now been nearly a month (26 days) since I ordered the package.  Every time I contact Caskers, I get a similar message of "we are looking into this for you" without any satisfactory resolution.  They should not be charging customers for shipping if that shipping company cannot provide the basic service of shipping the item in a timely manner and, moreover, provide basic information about where the product is.  If the shipper cannot ship this product, they (Caskers) should fund another company to partner with who can ship the product.  

  I spent a total of $115.42 on this product, including $16.99 for shipping.  This is unacceptable and an extremely poor and deceptive business practice.  I respectfully request a full cash refund, not a $10 store credit, and they can cancel the order.  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 07/27/2023

  Dear *****,

  I'm sorry if our previous reply did not meet your expectations. However, I can see, based on the conversation you had with our customer support, that your order was eventually delivered on July 24th. As additional compensation for the delay and inconvenience caused, we've refunded the shipping cost on your order #*********.

  If you need us to address further concerns or believe the issue still hasn't been resolved, do not hesitate to contact us again at *******************.

• Initial Complaint

  Date:06/03/2023

  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 the order on several items on their website, all listed as "available" on May 17, 2023. Paid about $350 for the order. For the next 10 days my order was listed at their site as "processed". Write them an e-mail asking explanations behind 10-day processing time. Received two answers in e-mail - probably from different people - one - rude, telling essentially I should be smarter to read their FAQ upfront (nothing there about long waiting time after payment made), the other one - apologetic, but in essence even more disappointing than the first one - telling that delivery (after order is shipped) takes somewhere between 14 and 21 days. BBB should objectively look at my and all other complaints related to Caskers. All complains are essentially very similar, with ******* answering these complaints almost the same way - essentially copy/paste job, nevertheless with a lot of lies - something about how high they value involvement of every of their clients in their business, their apologies and willingness to improve their service as a result of these complains (as if they are unaware of the *** quality of the service they provided without any change since the time they are entering this business). Wrote a second e-mail today to *******, telling if I am not going to receive my order by June 3, I will cancel it, and it will be up to them to retrieve it (if it was really shipped) from their obscure/shady delivery service. On BBB site, and on their own site Caskers provided two different addresses in *** as a point of contact/business, with the phone number listed in Southern ***, not in ***. Anyway, not going to order anything from them again. To others reading these complaints: "Beware!"

  Business Response

  Date: 06/09/2023

  Hi there,

  Thank you for sharing your concerns with us. Your honest feedback is one of the only ways we can improve.

  We sincerely apologize for the inconvenience caused by the delayed delivery of your package. We understand that waiting for a shipment can be frustrating, especially when youve been eagerly anticipating its arrival. Shipping alcohol can be a complicated process, and there are certain limitations beyond our control. We cant always guarantee the delivery times of third-party shipping companies, and we dont have control over which shipping companies our vendors use or which of them are available in certain states. But we want you to know that were working hard to make the process as simple and straightforward as possible, while still playing by the rules and regulations. And even though the delivery itself is usually beyond our control, we do our best to provide our customers with the most up-to-date information regarding their shipments. In your case, it looks like we provided conflicted information and we apologize for the confusion caused.
  
  If you have any questions regarding your future orders, please dont hesitate to reach out to our customer support team at *******************.
  
  

• Initial Complaint

  Date:04/25/2023

  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 two different bottles of whiskey from Caskers on 04/04/23, which were both "in stock", as per their website. Had the bottles not been in stock, I would have not purchased them.On 04/11/23, after a week of no tracking email, I emailed customer service at Caskers. **************** replies a day later and said they will look into it. Only a week later, on 04/18/23, I get an email with a tracking number. Well, it has been another week, and still no package. Furthermore, I cannot get reliable daily tracking -the last tracking info was on 04/19/23. Caskers aren't using reputable shipping services, which causes a huge delay in shipping. At this point, I just want to receive what I've paid for. Also, each bottle was shipped separately, and I just got a tracking email on the 2nd bottle yesterday (04/24/23), nearly 3 weeks after I ordered it.Order # *********

  Business Response

  Date: 04/26/2023

  Dear ****,

  We sincerely apologize for the level of service you received. The feedback you have provided is one of the only ways we can improve.
  
  Delivering top-shelf liquor to your doorstep is our privilege and pleasure, and we're continually working on minimizing shipping hiccups and speeding up delivery times. Please note that we rely on partners and outsourced services for an essential step of our deliveries, services we cannot directly influence. This isn't an attempt to justify or shift the blameonly to help explain the complexity of our logistics.
  
  Your orders are being filled by a network of vendors, each using their own delivery service of choice. For that reason, we cannot guarantee that a particular courier service will be used to ship your orders. Nevertheless, we always do our best to provide you with tracking information and updates as we receive them so that you can stay on top of your deliveries.
  
  We understand how frustrating long delivery times can be and your feedback helps us better understand our customers' needs. From what I could see, your order is in transit and you have been in contact with one of our representatives. We have full faith your order will be delivered soon and we hope you'll be happy with your purchase. 
  
  If you need further assistance, feel free to reach out again at *******************.

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They still haven't given me an expected delivery date, which I need, since I have to be home to sign for the delivery. It has been over three (3) weeks since my order was placed and I still haven't received anything. Caskers' website indicated bottles were in stock at time of purchase. Had I known it would take 30+ days to obtain items, I would have NEVER purchased them in the first place. I expect ******* to WAIVE shipping charges by REFUNDING shipping charges via my original form of payment (card ending in ****). I DO NOT WANT store credit, as I will never place an order with Caskers again.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 05/02/2023

  Dear ****,

  We understand your frustration and are terribly sorry about for the long wait. Unfortunately, since your order is already in transit and with the courier, we are unable to obtain more information. This particular delivery service does not indicate estimated delivery dates, however the latest update on the tracking page is from April 27th. There should be another update by the end of the week and delivery should occur next week at the latest.

  The shipping fee on your order has been refunded as a gesture of our goodwill and a token of apology for the inconvenience caused. We kindly invite you to check the tracking for your order regularly for further updates.

  If you need further assistance, do not hesitate to contact us again at *******************.