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Business Profile

Liquor Store

Caskers.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Liquor Store.

Complaints

Customer Complaints Summary

  • 55 total complaints in the last 3 years.
  • 9 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/21/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
    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,

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



     

    Business Response

    Date: 12/25/2022

    Hi *******,

    Thank you for sharing your thoughts and I apologize for any gap in information regarding your issue. Ill be happy to provide clarity.

    At the time of purchase, the shipping charge is processed.

    The product fee (including sales tax) is only processed when the respective products ship. Until that point, the product fee will appear as a pending/reserved charge. Since your order was cancelled before the order shipped, your pending charge will disappear within a few business days.

    I hope this helps to clear that up! Please write to us at [email protected] if you need further assistance, we promise to get back to you as soon as possible!

  • Initial Complaint

    Date:12/20/2022

    Type:Sales and Advertising 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.
    I ordered $104 worth of product from Caskers on 11/28/2022. Was told product would ship in 10 days. 21 days later ( after hearing nothing) I was told my package was delivered. On 12/19/2022 I received an email stating that I had gotten my package. No package was at my door. When I attempted to call the customer service number it was not in service. When I emailed the customer service I was sent an auto reply stating they were too busy to answer. I had no way to track my product or reach anyone at the company. I felt like I had been scammed. It is unacceptable to offer no customer support, especially when people are spending this much money. I got my product randomly a day later ( even though when I tried to check the tracking number they gave me it said my order never existed). I would like the company to address their lack of customer support.

    Business Response

    Date: 12/21/2022

    Dear ****,

    Thank you for sharing your experience. Apologies for not serving you better.

    I've investigated your case, and I'm happy to see that we've managed to expedite the order, which has now been delivered.

    Let me provide additional insight into the problems you've faced with our service.

    Were well equipped to handle concerns tied to the spirits industry, without our members ever noticing a disruption in the quality of service. This is what members 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 you were contacted by our customer service representative who addressed your concerns appropriately.

    We will get in touch as soon as the dust settles and see if there is anything else we can do to make it up to you! Be on a lookout for an email from ********************

  • Initial Complaint

    Date:12/20/2022

    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.
    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:

    As of the time of writing this response, I have not received delivery of the purchased items. Both my wife and myself have been home for the duration of the day and no delivery requiring signature has come to our home. Utilizing the provided tracking number also shows the package was last received in ********** at ****hrs yesterday 12/20/2022 with no further update.

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 12/25/2022

    Hi *******,

    Thank you for your reply. It's much appreciated.

    I'm once again sorry for the time you've been waiting to have this order delivered. Rest assured our **************** representative is still communicating with the vendor to have your order expedited in the midst of Holiday rush.

    Please wait for a follow up email this Monday addressing your concerns and offering appropriate compensation for the continued inconvenience.

    If you need help with anything else, were easy to reach if you write to us at ********************

    Business Response

    Date: 12/21/2022

    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 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.

    At the time you wrote this review you were still in contact with our customer support, I can see that your order has been expedited and it's now been delivered.

    If you need help with anything else, were easy to reach if you write tous at ********************

  • Initial Complaint

    Date:12/19/2022

    Type:Service or Repair 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.
    I ordered a bourbon on 12/6/2022. Didn't get shipping confirmation until 12/9/2022. The tracking number didn't show any activity so I contacted them via email on 12/14/2022. They responded that they would look into it and haven't heard anything back from them Sent a follow up email on 12/16/2022 and have yet to get a response. This is supposed to be a Christmas gift. Now I have doubts I'll see it before the new year. Absolutely ridiculous. I used frootbat for it last time and had it in a week. They use ****** Not some no name weship outfit.

    Business Response

    Date: 12/21/2022

    Hi ******,

    Thank you for sharing. We apologize for your experience. The feedback you have provided is one of the only ways we can improve.

    Let me provide additional insight into the problems you've faced with our service.

    Were well equipped to handle concerns tied to the spirits industry, without our members ever noticing a disruption in the quality of service. This is what members 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 you're being assisted by our customer service representatives. Please wait for a message in your inbox addressing your concerns. Be on a lookout for an email from ********************

     

  • Initial Complaint

    Date:12/18/2022

    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.
    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:First of all, who is *****?  They referred to *****, but my name is ****.  They also said they cant find the order, so I have to wait for TJ em to find it and then wait for someone to reach out to me.  This is poor service.

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 12/21/2022

    Hi *****,

    Thanks for providing feedback. We are always looking to improve and can only do so through comments such as yours.


    Unfortunately, we weren't able to locate your account with the information available here. Please wait for a message from our customer support so we can find your order and provide you with the necessary information.


    If that sounds good, or if you have any other concerns, we're always available at ********************

    Business Response

    Date: 12/25/2022

    Hi ****,

    Thanks for your reply. We are always looking to improve and can only do so through comments such as yours. We apologize for misnaming you in our previous contacts.

    We're once again sorry that the service you received was anything less than top of the line.

    We have since managed to find your account and made arrangements to have your order expedited. Please look into your inbox to find a message from our **************** representative addressing your concerns and providing redress. I'm glad to see that a delivery date for both orders has been provided.

    If you need help with anything else, were easy to reach if you write to us at ********************

  • Initial Complaint

    Date:12/17/2022

    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.
    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:

    [The last memo I received was that the company could not locate my email tied to any order-despite 6 or 7 prior email exchanges and the pictures of the bottle they asked for-and I was so fed up with the inaction and confusion, I simply told them not to bother me any more. They then advised they would contact the vendor to find out what happened and get back to me with instructions on how to send back the bottle I received. I have not heard anything since and I don't care to. At the VERY least I would have expected a credit for the weeks of delay and confusion. I have no intention of continuing any discussion with this company. They also promote a support telephone number that is NOT EVER IN SERVICE. Another misrepresentation.

    They are a horrible company that takes customers' money and breaks their promises.

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 12/21/2022

    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 receiving the incorrect bottle. 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.

    At the time you wrote this review you were still in contact with our customer support, we're currently making sure that your issue is resolved as fast as possible. Our representative is taking the necessary steps we replace the Scotch in question.

    If you need help with anything else, were easy to reach if you write to us at ********************

    Customer Answer

    Date: 03/29/2023

    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:

    The complaint has NOT been resolved. No offer was made to return the payment or to send a replacement. The telephone help number is answered by a law firm recording for a firm that specializes in Family Law.

     

    *****************************, Managing Director

          

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 03/31/2023

    Dear *****,

    After reviewing your case again, I noticed that you informed us on December 20th that you had discarded the bottle you received and were therefore unable to return it. When an incorrect item is sent, we are always happy to try and arrange for a return of the latter and for the correct bottle to be sent as a replacement. We are also happy to issue a refund for a returned incorrect good if you no longer wish to receive the correct product. In your situation, I'm afraid that since the bottle was not returned, we are not able to offer a replacement or a refund. 

    Nevertheless, we refunded the shipping fee on your order as well as added $20 store credits to your account as a token of apology for the inconvenience caused and a gesture of our goodwill. While a refund is not possible, we hope this helps at least a little to compensate for the poor experience.

    Once again, we sincerely apologize for the frustration caused. If you need further assistance, please write to us at ******************** You can also call our phone support at this number: ***************. Simply leave a voicemail with your order number and one of our Phone Support Representatives will get back to you.

  • Initial Complaint

    Date:11/29/2022

    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.
    I attempted to order 2 bottles of bourbon from caskers website on November 28th 2022 at 10:01pm made an account went to checkout and got an error saying "something went wrong" so the order did not go through but caskers continued to charge my card for $117.48 anyways so i checked my orders there it said i had no orders even though i had been charged for the order i have already contacted caskers via email and got a response back telling me there is no account associated with my email to provide the account information or purchase amount which i did and have gotten no response so basically i was robbed of $117.48 with no explanation

    Business Response

    Date: 12/06/2022

    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.

    At the time you wrote this review you were still in contact with our customer service representative,  who are offering their full support. Please reply to our last contact so we can find your order and further assist you on the matter.

    If you need help with anything else, were easy to reach if you write to us at ********************

  • Initial Complaint

    Date:11/21/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    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.

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



     

    Business Response

    Date: 11/25/2022

    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 and the incorrect bottle was delivered.

    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. I'm happy to see that the correct bottle is now in transit to your shipping address.

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

Caskers.com is NOT a BBB Accredited Business.

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