Wow, surprised and dismayed to hear this. Thanks for sharing. FWIW, I placed a couple cases’ worth of orders from them and have received word that everything is in and ready to deliver. I was going to wait till cooler east coast shipping temperatures to ship, but reading this is making me think about shipping sooner. I’ll be sure to update once my orders arrive.
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Wow, did Vint say why it is taking so long to fulfill that order? I’ve ordered multiple times in the past and never had any serious issues. One time they sent me the wrong vintage of a wine and bent over backwards to source the right vintage and swap the case with me.
I’ve purchased and received several orders from Vint, with two more ready to ship stateside from them to me. They are explicit about their lead times and respond promptly to status inquiries, at least in my experience.
Hi there - I’m not sure who your friend is, but they are welcome to reach out to me at adam@vint.co and I will look into it. We don’t auto-ship wines without customer consent and send periodic emails with arrival notifications and status updates, so unsure why there’s a disconnect, but I’d be happy to check it out.
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I’ve received about half of the shipments I’ve ordered over the last 18 months or so, and the balance is waiting out the next weather hold. No problems so far, and I’ve found their communication to be very good.
I forwarded your information.
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Having not used your service, I like how you respond. Makes me more inclined to order from Vint.
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Kevin,
I spoke with your friend on the phone and looked into the background on his orders.
Below is context in detail, for purposes of addressing the misinformed and defamatory insinuation in your original post.
First, your friend does not have any orders with us from ‘a year ago’. He did make an order for around $3k in October 2023, but reached out to us shortly afterwards and asked us to cancel due to some change in their event plans. We refunded him in full, immediately.
They have made multiple orders with us since January, and we have sent them arrival notifications as stock landed. Most recently, we sent them an arrival notifcation on 8/22. They responded to us via email a month later, on Wednesday 9/25, requesting that we organize a shipment for them. We sent a follow up ~15 minutes later with instructions on how to view the contents of their cellar and self-initiate a withdrawal request (which was also included in the arrival notification). We also give folks the option to reply to the email with a few details, should they wish for us to handle the entire process. We did not receive a response to this email.
They sent a separate e-mail to us on Thursday 9/26, with none of the information requested. We followed up via email again, around ~2 hours after the client reached out, requesting the necessary info to organize the shipment. We did not receive a response.
It appears that they called and left a message with us yesterday, we typically respond within 1 business day, so it would be standard for the team to respond to him some time on Monday.
In any case, I’ve spoken to the client over the phone and informed them that we will ship his orders out on Monday.
We certainly mess things up from time to time, as Chris shared (and I am sure we will make more mistakes in the future) - but we always strive to learn, improve, and make sure the customer feels that they we make a good faith effort to resolve such issues. In many cases, we do this at significant expense to the company, but it is paramount to us that our clients feel that they are valued and treated well.
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Well done Adam…you and your team went above and beyond trying to provide good customer service…Bravo
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I have not ordered from vint yet, but I have enjoyed their podcast a lot! Specially the episode with Gaia Gaja. I wouldnt hesitate to order in the future.
I made my first order from Vint last week. Look forward to receiving the wine as it becomes available.
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The way @Adam_Lapierre has handled communications in this thread is why I just added Vint to my regular wine browsing list. Well done.
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Agree, impressive. Well done @Adam_Lapierre
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Well since I started this thread, I figured it is appropriate to post that I received my first two six-packs today, safe and sound. Ordered in March and they came in in August/September. They also consolidated the orders for shipping, the cost of which was very reasonable. And very good communication. Overall I’m very pleased!
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On April 6, 2024, I ordered 18b of 2013 Taittinger Comtes Champagne from Vint for a very good price. They were delivered to my storage facility this week without issue; seven months. It’s only one transaction, but I’m happy and would order again.
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They have been very good about communication, customer service, and delivering my wines.
When the model works for you (which it usually doesn’t for me, as I rarely buy 6+ of an expensive wine), I’d say buy with confidence.
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Same here. Received my 12 btls this week as well…
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Anyone have recent contact info for Vint Marketplace?
I tried calling them about an order at the number listed on their website (202 804-0805) several times over the past week and got a “this number is currently not in service, please try again later” message each time.
An email to support@vintmarketplace has gone unanswered after a week.
Is there another email or phone number to call or certain hours they staff the phones?
Maybe @Adam_Lapierre can help?
I have some orders scheduled for the Fall with them. So I hope for positive updates.
The website keeps updating podcasts & communications. Although their pre-arrival offers have changed dramatically since the Spring & the beginning of Tarriff chaos.