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:04/19/2023

  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.

  Made a purchase with Caskers 04-10-2023, today is 04-19-2023 and I'm still waiting on my purchase, order #*********.They first told me it could take 10 days to receive my order, but now they said it could take 3 to 4 months to receive my order. If they can not send me my order any quicker, I want a full refund and credit my Visa.It should not take 3 t0 4 months from ******** to **************.

  Business Response

  Date: 04/26/2023

  Dear *******,
  
  Thank you for sharing your concerns. Constructive feedback is always appreciated and helps us improve further.

  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.
  
  I've investigated your case and I can see that you've been in contact with our customer service. We will contact the vendor who shipped your order to obtain an update and get back to you as soon as possible with an update.
  
  In the meantime, if you need further assistance, please contact us again at *******************.

  Customer Answer

  Date: 04/28/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/29/2023

  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 3/4/23. The order was listed as shipped 3/14/23. Shipping information updated 3/16/23.I still have not received the order, and would like a refund. I have contacted the company via email multiple times and they cannot provide a guaranteed date of delivery, instead using approximate language, likely a delaying contact.I want a full refund.

  Business Response

  Date: 04/03/2023

  Dear ****,

  Thank you for your feedback.

  Let me first apologize for the disappointing experience and for shipping your goods later than suggested at the time of your order.
  
  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.

  After looking at your case, the tracking for your order now suggests that it should be delivered in a few days. Should you decide to reject the delivery, we will issue a refund for your purchase as soon as the tracking reflects that the package is returning. 

  Please write to us at ******************* if there is still any confusion or if you need our assistance, we promise to get back to you as soon as possible!

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair 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 2/13/2023, I submitted an order to *********** for several beverages. Items were shipped from different vendors, and ***** flagged one vendor's shipment on 2/21 as an exception, delivery not possible. That shipment included three items with a charged total of $170.50. I waited almost 2 weeks for shipment information to be updated, but the shipment status has not changed and I never received it. On 3/4, I raised the issue with Caskers customer service, but the only update I have received from them is that they have attempted to contact the vendor (same update multiple times). I requested a refund if the items could not be shipped successfully, but there has been no response to that request (2x).

  Business Response

  Date: 03/17/2023

  Dear ******,
  
  Thank you for sharing your feedback. This certainly isnt the experience we want you to have and we apologize for the inconvenience caused.
  
  While we do our best to ensure smooth communication with our partners who ship out orders, on some occasions delay in communication can occur and issues such as yours happen. Once a package is in transit, it is in the hands on the carrier and our partners are usually the ones able to obtain more information. We are usually able to obtain updates within 24h and we sincerely apologize for the long time your case took us to resolve. Please note that this is highly unusual and we are sorry you were affected.
  
  We have now issued a refund for the undelivered goods. I hope you agree that what sets a company apart from other companies is not necessarily the number of issues, but how the company handles it. Please write to us at ******************* if there is still any confusion or if you need our assistance, we promise to get back to you as soon as possible!
  

  Customer Answer

  Date: 03/18/2023

  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 and the matter has been resolved.
  
  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.

  Placed an order with *********** in January 2023, their website states order shipped, and that order is now complete, and I never received the order.I previously filed a complaint with the BBB, they sent back and forth some boiler plate emails, the company responded and said they were working on it so the BBB closed the case, but I have yet to receive the order to this day.After filing complaint, I also realize the BBB is a scam, collecting money from members but not actually helping resolve anything by sending robotic messages and then closing the case with no follow up.When BBB sent a robotic, non-personal message to ask if the business response was acceptable, I said NO in my response and the BBB robotic email closed the case anyway.I have owned my own business for twenty six years in ********, used to be a part of the BBB and then realized they did absolutely nothing for their members except provide some website logos and stickers for like $700 per year, probably more now as that was twenty years ago and now I see like the site I am complaining about the BBB does nothing about issues, sends out non-personal robotic messages created by a computer I want someone to step in and help me resolve this and get my money back

  Business Response

  Date: 03/10/2023

  Dear *****,

  Thanks for providing feedback. We always appreciate constructive comments and we're always looking to improve.

  At the time you wrote this review you were still in contact with our customer support. I've investigated your case, and it seems we have now resolved your request to your full satisfaction and reimbursed you for the subpar service.

  We sincerely apologize for the level of service you received. Please write to us at ******************* if there is still any confusion or if you need our assistance, we promise to get back to you as soon as possible!

• Initial Complaint

  Date:02/22/2023

  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 an order with Caskers.com on January 12th 2023, received tracking information that it had shipped and then checked status today February 22nd and it states the order is "Complete" and I never received the order, this order was over $100 and I cannot get a response form the company and their phone support is currently not taking any messages.

  Business Response

  Date: 02/24/2023

  Dear *****,

  Thank you for sharing your feedback. This certainly isnt the experience we want you to have and we apologize for the inconvenience caused. Let us provide additional insight into the problems you've faced with our service.
  
  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.
  
  Were well equipped to handle concerns tied to the spirits industry, without our customers ever noticing a disruption in the quality of service. This is what our customers expect of us by now, and its the standard we aim for. Recently, though, weve experienced several concurrent issues, which has made resolving them in a timely manner much more difficult. This led to some shipping delays, longer transit times or tracking issues. We're terribly sorry you were among the affected!

  I can see that we got back to you regarding the issue and our team is still working on resolving this for you as soon as possible. We have full faith that we'll manage to achieve agreement promptly and cordially. Our customer service team is also available at ******************* if you need help with anything else.

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is in no way a resolution but just a statement, I still have not received the product as of today, we will still need to see if they follow through.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/18/2023

  Type:Order 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 bourbon for a client for corporate gifting and the product arrived damaged. After multiple emails and threatening to report to Better Business Bureau (BBB) I received an email with a return label attached that allowed me to send the product back for full refund. It has been since 2/3/2023 when they received my returned package and no refund. I contacted my credit card company to dispute the charge and they are investigating the case as we speak. This company needs to be investigated for its return guidelines as they utilize suppliers to fill their orders. Their company is based in *** and my return was sent to CA where I believe the product was fulfilled. I have documentation and images of my damaged product.

  Business Response

  Date: 02/24/2023

  Dear ***********,
  
  Thank you for sharing your concerns. Constructive feedback is always appreciated and helps us improve further. 
  
  At the time you wrote this review you were still in contact with our customer support. Your issue has since been resolved in a timely manner and to your full satisfaction. We issued a full refund for your order and our team got back to you regarding this.
  
  Please write to us at ******************* if there is still any confusion or if you need our assistance, we promise to get back to you as soon as possible!

• Initial Complaint

  Date:02/15/2023

  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 ordered a bottle of vodka from Caskers for a birthday gift, and ordered it well in advance of when I needed it. The site is very unclear as to when you can actually expect to get items, although it is not apparent until after you check out. Their website clearly states that you can cancel your order within 30 minutes; I emailed customer service within 10 minutes of ordering and requested cancellation if the item would not arrive within 10 (10!) days. **************** immediately responded and said they couldn't cancel because my item had "shipped." This is not only inconsistent with their stated policy, but all they did was print a shipping label and charge my credit card. ******* immediately creates a label after an order so they can say the order has shipped and not allow for cancellations, and so they can take your money immediately. Creating a shipping label is no real indicator from them that you will actually get your item, or that it will ship in a reasonable amount of time. A week later, my item still hadn't shipped. Likely because this website is just a third party money collector, and they use vendors to send the product. For more than a week, ******* has been telling me they will give me a refund when the "product is returned to the vendor." Now customer service has stopped responding to me. I have spent hours chasing this down, never received a product, and have had abhorrent customer service. I was able to get the item in question delivered, same day, from a local liquor store for cheaper than what Caskers was charging. There is a fraudulent representation of items shipping, but in reality, there is no correlation between when they say an item has shipped and when it will actually ship. I want to spend no more of my time asking these people to refund my money for an item I never received.

  Business Response

  Date: 02/24/2023

  Dear ****,
  
  This certainly isnt the experience we want you to have and we apologize for the inconvenience caused. Let us provide additional insight into the problems you've faced with our service.
  
  Delivering top-shelf liquor to your doorstep is our privilege and pleasure, and we're continually working on minimizing issues such as the one you experienced. 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.
  
  When a label is created, the order is usually shipped shortly after, which is why we are not always able to cancel such orders. Nevertheless, we usually try and ***** your cancelation request by contacting our fulfillment partner to try and cancel the order if possible. In your case however, your cancelation request was received after the order had shipped. We still contacted our partner and the shipment was successfully recalled and returned to the sender.

  I can see that a dispute was filed for this charge. Our dedicated team is looking into this and as soon as this is resolved, your purchase will be refunded in full. We have full faith that we'll manage to achieve resolution promptly and cordially.

  Please write to us at ******************* if there is still any confusion or if you need our assistance, we promise to get back to you as soon as possible!

  Customer Answer

  Date: 02/24/2023

  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:

  [Your Answer Here]

   This response does not contain either factual or accurate information.  A label was created within 10 minutes of me placing the order, and yet it still hadn't shipped six days later - so saying you "couldn't refund me because it had shipped" is patently false.   You also say on your website that we can cancel within 30 minutes - I emailed within 10 minutes and was told it was "too late to cancel."  Laughable really, and very transparent.   Creating a shipping label does not equal shipping an item, and it is a misleading pretense under which you create an excuse to not issue refunds (as evidenced by the countless complaints, including mine, that your company receives).  After 23 days!!! you still have not refunded my money and went days without responding to my emails or inquiries.  I finally had to file a dispute with my credit card company in order to get my money back because you failed to respond or to provide a refund.  The fact that I am still spending time trying to recoup my money from you, almost a month after placing an order that was never received, is shameful for you.  Do better.

   

   

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

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

  Business Response

  Date: 04/10/2023

  Dear ****,

  We understand your frustration and we are sincerely sorry for how things went. I have just checked the status of the dispute and I'm happy to inform you that it was resolved in your favor which means that the funds were returned to your account.

  If you still think the issue is unresolved, feel free to contact us at *******************.

  Customer Answer

  Date: 04/10/2023

  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 and the matter has been resolved.  I'm still unsatisfied with the experience, timing, and customer service, but am happy to move on from this debacle since the credit card company took care of it for me.
  
  Sincerely,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair 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.

  Made a Thank You gift purchase on January 14th. I received a just Shipped Notice on January 16th. I followed up on the tracking two weeks later and was told that the product has shipped. I received another Just Shipped notice on February 1st. The tracking information is not updated. I have requested a refund. This is the first worst experience I have had with online shopping. I am requesting a full refund which would include the price for the whiskey and the shipping returned to me.

  Business Response

  Date: 02/08/2023

  Hi ******,
  
  Thanks for providing feedback. We are always looking to improve and can only do so through comments such as yours. We're terribly sorry that the service you received was anything less than top of the line.
  
  We also apologize for not fulfilling your order within a timely fashion. 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.

  
  At the time you wrote this review you were still in contact with our customer support, offering their full support to expedite the order, keep you updated while offering redress. I'm happy to see that the order is now scheduled for delivery on the 8th of February, today. Please be on the lookout to receive the courier.
  
  If you need help with anything else or believe your issue wasnt resolved to your full satisfaction let us know, were easy to reach if you write to us at *******************.

  Customer Answer

  Date: 02/10/2023

  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 and the matter has been resolved. 

  I confirmed with the "gift" recipient that the delivery was received.  This took quite a long time with no update of status of delivery that would be a great help and reference for future buyers.  

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

  
  

• Initial Complaint

  Date:01/12/2023

  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.

  Site lists bottles of liquor that are stated as "available" to be shipped to various states (in my case, **). Only upon entering all of my information, including my credit card information, I was greeted with an error that stated that the items could not, in fact, be shipped to my zip code.This is shady and misleading at best and a data/card harvesting scheme at worst. They don't actually have supply but make it appear as though they do.

  Business Response

  Date: 01/24/2023

  Hi ****,
  
  Thanks for providing feedback. We are always looking to improve and can only do so through comments such as yours.
  
  We're terribly sorry that the service you received was anything less than top of the line.
  
  We apologize for not being able to ship out any items to your Zip Code. 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 - Each retailer has its own set of shipping restrictions and shipping networks - what this means is that on very rare occasions, we're not able to ship in specific Zip Code areas within a state we're able to operate.

  
  That being said, we make a point of informing you of this before purchase can be completed, meaning that we don't hold any of your credit card information if you merely attempt to place an order without creating an account. We don't currently hold your data at this time as you don't possess an account with us.
  

  At the time you wrote this review you were still in contact with our customer support, offering their support.
  
  If you need help with anything else, were easy to reach if you write to us at *******************.

• Initial Complaint

  Date:01/11/2023

  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 totaling $79.81 on December 31, 2022. Received an email on January 2, 2023 that my order was on the way with no shipping information. On January 5, 2023 I received a notification that my order has been shipped with a tracking number. As of today (January 11, 2023), the status is "Order has been prepared for shipping". I emailed customer service on January 10, 2023 requesting an update and they advised that they will follow up with their shipping vendor to try and expedite the shipment. After reviewing several other similar complaints I sent and email to customer service requesting to cancel my order.

  Business Response

  Date: 01/13/2023

  Dear *******,
  
  This certainly isnt the experience we want you to have and we apologize for the inconvenience caused.
  
  We apologize for not being able to fulfill your order within an acceptable time frame! 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.
  
  At the time you wrote this review you were still in contact with our customer support, we're currently making sure that your order is recalled and cancelled as per your instructions. Once that's arranged, we'll notify you first thing alongside redress for the inconvenient experience.
  
  If you need help with anything else, were easy to reach if you write to us at *******************

  Customer Answer

  Date: 01/13/2023

  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

   

  Vendor claims to refund money once items are returned to the warehouse however the items are yet to be shipped out and at this point could take weeks.  **************** claims to have notified their shipping vendor that this shipment should be recalled but I have not seen anything like that reflected in the shipping status.

  Tracking updates do not make any sense and status updates are few and far between.  

  Vendor claims delays like this are a rare occurrence however there seem to be many recent complaints similar to mine on BBB website.

   

   

   

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

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

  Business Response

  Date: 01/20/2023

  Dear *******,
  
  Thank you for your reply and patience. It's much appreciated.
  
  Let me first apologize once again for not being able to fulfill your order within an acceptable time frame. Delivering top liquor is what we proud ourselves in and it saddens us that these occurrences happen to the detriment of your experience.
  
  I can confirm that the product fee of your order was recalled and refunded shortly after our original reply to your complaint, on the 17th of January. Please give it a week's time to see the refund reflected in your account. We also tried to refund the shipping fee as well in order to make you whole but it has been disputed at this time, meaning that we have to allow for your banking agency to resolve the dispute with our finance department so you can be refunded.
  
  Rest assured we'd like nothing more to see you satisfied at the end of the day, despite the inconvenient experience. If you need help with anything else, were easy to reach if you write to us at *******************