I'm rarely one to bad mouth retailers as I've owned a retail store before. I also try to be a good customer when mishaps happen. But a combination of ineptitude and despicable customer service has pushed me over the edge.
Chang told me about some 14 DRC RSV available at Empire Wine a couple of weeks ago. There were 6 bottles available on the website at a great price. I ordered 3 immediately. Naturally I was concerned that they had a poor inventory system and maybe the 6 bottles were phantom, so after my order I then went back to the page to check and there were 3 bottles remaining. Good news, their inventory updates in real-time. Later that afternoon I was talking with another friend and went back to the page get the link to send my friend and there were still 3 bottles remaining. My friend texts me the next morning that they are sold out, so I checked and sure enough the 3 bottles were gone. Oh well, you snooze you lose.
Fast forward to 10 days later I get a message from the store.
Naturally the news doesn't make me happy, but with no apology or any explanation, I'm very confused and rather perturbed. So I reach back out for further explanation.Andrew,
Unfortunately multiple orders came in at the same time overselling us on this product. We can offer you 1 bottle if still interested. Please let us know at your earliest convenience.
Mike, that's unacceptable. Your inventory on the site updates in real time. There were 6 bottles available and after I checked out there were still 3 bottles available. In fact, later that afternoon I sent a message to my friend letting him know about the bottles and there were still 3 bottles available. I'm sorry if you have to disappoint some other customers that ordered later, but I want the 3 bottles I ordered.
Our inventory does not update as orders are placed through the website. 1 bottle is all we will be able to offer unfortunately.
Mike, that doesn't make any sense. As I said, there were 6 bottles and right after my order I went back to the page to send the link to my friend and it showed 3 bottles. Where did the 3 bottles go if the inventory doesn't update in real time? And then the 3 bottles were gone when my friend checked the link the next morning, so if you updated inventory manually the next day, how come it's 10 days later you let me know you can't fulfill the order? This is super shady at worst and a terrible way to do business at best.
Sorry you feel that way, if not interested in the bottle we can offer you we can of course cancel the order if you wish. Please let us know either way.
Mike, no I don't want to cancel the order. I want the 3 bottles I ordered. Not one of your responses has addressed any of my very valid questions. Like I said, this is either terrible customer service and a terrible way of doing business or super shady, which is seeming more and more likely with each response that you avoid my specific questions.
So now, not only did I receive no apology, no explanation, they canceled the order that I told them specifically I didn't want to cancel.Andrew,
As stated 3 bottles are not available. This is one of the most sought after wines and the amount allocated out to stores is beyond scarce. Being online too many orders came in at once and it took us time to sort through to see what we can offer. Since I cannot get you 3 bottles we will cancel the order as it cannot be filled.
I didn't want to be one of those people that give a one-sided report of an interaction and leave out key details, so I posted every communication word for word, so you can make your own judgements about whether to do business with this establishment.