ComplaintsforMacy's Wine Cellar

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Two unauthorized Macy's wine cellar charges were made after I canceled my membership. I have been refunded, by **********, for the charge on 3/17/2022 for $93.72. I have called and emailed Macy's Wine Cellar customer service several times and have not received a response from anyone for the unauthorized charge on 3/16/2021 for $93.72. I have requested a full refund.

  Business response

  05/23/2022

  Please accept our apologies for any confusion.  We are happy to clarify the matter.

  
  The charges referenced were for your annual Unlimited Shipping service.  This shipping service applies to all orders, not just automatic Club shipments,therefore even if you decide not to receive the automatic shipments and cancel the quarterly Club, your free annual membership continues

  
  Emails are sent prior to the Unlimited Shipping renewing each year; we are sorry if these were missed we never want to charge you for something you were not expecting!
  
  Since we see that our service was not used since 2020, both charges will be refunded.  The 2021 charge was already refunded to the original method of payment.  Since over a year has elapsed since the 2021 payment was taken, we are unable to refund the amount back to the card charged.  However, a check refund has been issued.  Please allow a few weeks for this to be processed and mailed.

  
  If we can be of any further assistance, the correct email address to reach our **************** Team is: *******************************

  
  We hope this helps and appreciate the opportunity to resolve the matter.
  
  Kind regards,
  
  ****************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between November 12, 2021 and April 27, 2022 I have received five (5) letters purportedly from Macy's Wine Cellar (MWC) alleging that I owe the sum of $73.28 for a wine order that I did not make. Several times I called **********, the number shown on the letters, but got a run around each time. The last of the calls was on April27,2022. It rang at Laithwaites Wines! I was given ********** to call instead and I did. It rang at **************** (MWS)! Here I was informed that MWC is a competiror. I have not therefore been able to pin down MWC to verify the nuisance letters. I have bought wine from MWS a couple of times, but each order was paid for BEFORE it was filled.I do not owe MWS or any other. Hence I request help to track down this entity and its spurious claim ( purported customer ******************* Order #************ and to lay its ghost.

  Business response

  05/11/2022

  We apologize for the confusion and are happy to clarify the matter.
  
  Laithwaites ran Macys Wine Cellar.  **************** ended in April 2021 and Laithwaites continues to run the club.
  
  Your Macys Wine Cellar Customer Number was **********, which changed to B100070521 after this transition.
  
  The letters requesting payment refer to order # SO000006652, made under account B003321736 on April 5th 2021 in the amount of $173.16.  A partial payment dispute was issued against this order via your financial institution, in the amount of $73.28.
  
  However, we do see from account notes that you were inquiring about applying a $40 discount and free shipping voucher to the order, retroactively.  We understand that the disputed amount is likely for these missed promotions and thus, as a gesture of goodwill, have cleared the due balance.
  
  Letters requesting payment will desist.  Please ignore and final ones that *** already be being prepared and are subsequently received.
  
  Thank you for the opportunity to resolve the matter; we hope the explanation and actions taken meet with your satisfaction.
  
  Kind regards,
  
  ****************

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 5/18/2021 someone stole my credit card number and placed numerous fraudulent orders. I contacted my credit card company and reported them and cancelled my card. Capital One removed the charges from my account, but since then I have been receiving bills from this company every month. Despite phone calls every month and letters sent to them, and despite reassurance that I won't see any more bills they still keep showing up every month. The amount is not huge, only $55.03, and if I had ordered this wine I would certainly have paid for it immediately, my credit rating will show that I am a responsible consumer. But I don't know how to get this company off my back, they seem to do nothing but ignore my calls and letters and keep on sending bills that are now beginning to threaten (in their terms) drastic measures.

  Business response

  04/01/2022

  We sincerely apologize for any concern and are eager to assist in the matter, right away.

   

  We are unable to find any account associated with the address provided with this complaint. However, the account number provided via the letter copies do link to an account in the consumers name at a different address in ***** **********.  Could the customer kindly confirm this address, for security purposes?

  
  Kind regards,

  
  Customer Service

  Customer response

  04/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16948281, and confirm that the Kent, WA address is my previous residence and was where the incident occurred.  In November 2021 I retired and moved to my present home in ******** **.

  
  Regards,
  
  ****** ******

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PayPal is my preferred payment method for my WSJ wine club. The default is my MasterCard which is current and has available balance. They notified me recently that I don’t have a valid payment method… They say PayPal declined, but there’s no indication that PayPal declined anything. In fact, they used that payment method with no problem recently for a smaller transaction. I can’t get anyone to do anything but ask me for a credit card number which I do not want to provide… That’s why I use PayPal. I’d like to know why I cannot receive this shipment with the preferred payment method as noted in my WSJ wine account.

  Business response

  03/23/2022

  We sincerely apologize for this frustrating experience.  We do accept PayPal as a payment method and are working to understand why we are experiencing an issue in doing so with this particular account.

   

  We continue to work on resolving this issue with various payment platform partners, and will keep the consumer informed on the matter.

   

  Your patience is greatly appreciated - we look forward to fixing this!

   

  Kind regards,

   

  Customer Service

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill in the mail and I should not have this charge. I called the number on the bill. The answering service said I called *********** but the number did not match *********** number online. I was told this charge was from 2020. Which I never had a shipment that was not paid for. I actually had another bill like this when I first started with this membership and I called the number and paid it. Which now leads me to believe this is a scam. Because I continued getting shipments through 2021, if I had an outstanding balance this would have been addressed while I was receiving shipments. When I asked to speak to a manager I was put on hold for a long time and then was told I was being transferred to a manager named ****** and it went to a loud busy signal. I then called Macy’s directly and they said they get a lot of the same calls and it sounds like a scam. I then contacted *********** directly from their website, they are the new company that took over Macy’s Wine Cellar and they said my account is up to date and paid with no outstanding balance. I would like this bill from Macy’s Wine Cellar ** *** **** *********** ** ***** to stop. ****** ******* name is all over the BBB complaints. I have reached out to all parties trying to resolve this and it is apparently a scam.

  Business response

  02/15/2022

  ********** / **********
  
  
  Please accept our apologies for any confusion.  We appreciate the opportunity to clarify the matter.
  
  This balance is for order number: **********.  This order shipped in November 2020, under account # account: *********.  However the payment (PayPal) for this order declined, thus rendering a due balance. 

  We hope this helps to address the concern.

  
  Kind regards,

  
  Customer Service 

• Initial Complaint

  07/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was Charged on April 30 for wine I never ordered. I refused the wine and it was taken back. Delivery guy told me he would inform the warehouse that i refused the order (that i did not order). Charge of $195.95 still shows on my card and no credit has been given three months later. Now i check my recent charges and another charge in the amount of $174.17 shows for wine that I have not ordered. I made it clear that i don't want anymore wine why does this company keep insisting and keep charging me for goods i never received !!!

  Business response

  07/19/2021

  We sincerely apologize for any confusion and appreciate the opportunity to clarify the matter and resolve the customer’s concern.
  
  The shipment sent in April 2021 was sent as part of the Wine Club joined on August 22nd 2020, when the customer purchased one of our introductory offers.
  
  Wine Club membership includes a delivery every 3 months.  Email notifications are sent prior to each Wine Club case being sent out.  Shipments can be declined any time they are unwanted, and the Wine Club can be canceled at any time.
  
  We do see that the order shipped in April was refused (order Number ***********).  A full refund has been issued for this order, in the amount of $195.95.  Please allow 4-5 business days for this to reflect with your financial institution.
  
  Furthermore, we have cancelled the subsequent order that begin to process on July 15th (order number: ***********) and the pending authorization for this order in the amount of $174.19 will drop.
  
  As requested, upon receipt of this complaint the Wine Club subscription has been canceled, on July 19th, 2021 and no further shipments will be sent.

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