Retailer Rant: am i off base here? HARTWICK & GROVE!

zachary_l_a_n_g · May 12, 2009, 6:00pm

I am not going to post the name of the retailer until I resolve this with them, but what are your thoughts on this. (the first part is from an instant message session with a friend - just easier to copy it, than retype it):

zblang (12:59:18 PM): I placed an order - they charged my credit card (a real charge, not a hold). I was going to ship here, they said a few days later, sorry we cant but we can do NH…ok, let’s do NH…a few days later, we can’t ship to NH. I call XXXXXX and ask if I can ship to him at his cali address - sure fine no problem. I tell the store -great all set…just got an email today, another few days later, sorry we’re all sold out of that wine!

zblang (12:59:23 PM): are you kidding me!

zblang (1:06:01 PM): OMG, i just got another email…it take 5-7 days to credit my credit card. The closing date on my card is in two days - so i ACTUALLY HAVE TO PAY for the wine I’m not going to get and wait until next month to get the credit

This is my email to them:
I was just going to let this go, but this is really disheartening. My credit card was charged on May 7th for this wine. I’ve had stores tell me that they are sold out of something and that is fine (they’ve never charged my card), but with your company, what exactly was charged on my card? How can you charge me for phantom merchandise. In addition, we went back and forth about shipping options for something that you never had? How can the company not know that you don’t have the wine? In addition, I had to ask around and make special arrangements with people in California so I could get the wine here.
I am very disappointed with this turn of events and I know I am not the first this has happened to.

Then when i found out I was really charged and not just a hold:
This really takes 5-7 days? Now I have to actually PAY for this wine (credit card closing date is before this) and wait until next month to get the credit on my credit card? Like I said MOST UNFORTUNATE

Am i out of line here? This is crazy right? Ps - it was a 3L bottle, so we’re not talking about $30

john_b_l_a_i_s_d_e_l_l · May 12, 2009, 6:04pm

I’m the ‘friend’ he instant messaged.

Tyler_Rico · May 12, 2009, 6:05pm

Zach,

You are not off base at all. I had a similar experience with XXXXXXXXX as well:

I found some .375 Mondavi Cab splits for a killer price. I ordered them last June and told them to hold until the fall for shipment. When I called in October to ship, they said they sold them. I was so angry; these people run such a bad inventory.

I basically caused a shit storm because it took forever to get a refund from these people, 6 weeks+. The customer service is terrible and it is scary to think they represent XXXXXXXXXX. It’s too bad because they really have some great deals every now and then.

XXXXXXXX is the worst over there, if she picks up, always ask to talk to her manager.

zachary_l_a_n_g · May 12, 2009, 6:08pm

Tyler, I edited your post just to remove the name - trust me, if it’s not worked out, I’ll gladly post the name to let everyone know

Mary_Baker · May 12, 2009, 6:08pm

Five to seven days is bullshit. One might wonder if they don’t close their credit card machine more often than once a week, which might account for it, but these days the cc companies will force close your machine remotely to get the info faster. Also, I think credit entries go directly to the bank without needing a close, but I’m not certain about that. Why does it take 7 days for them to walk from the phone to the cc machine and punch in a credit??

Veronica_Castro · May 12, 2009, 6:14pm

No, you’re not out-of-line to feel frustrated/enraged. That’s bad business!

Tyler_Rico · May 12, 2009, 6:14pm

Anyone know a good lawyer?

Jorge_Henriquez · May 12, 2009, 6:20pm

http://www.avvo.com/attorneys/19106-pa-mark-squires-600169.html" onclick="window.open(this.href);return false;

Bonus: he’s gotta summa cum laude in journalism too!!! [ok.gif]

john_b_l_a_i_s_d_e_l_l · May 12, 2009, 6:25pm

Zachary Lang: With you being a new member and all, I don’t think you should be slaughtering a reputable company like that with your first post.

zachary_l_a_n_g · May 12, 2009, 6:36pm

Hahah!

C_Bowman · May 12, 2009, 6:38pm

Zach,
You are not off base. Even if you ordered through a web site that has an auto direct deposit to the bank it doesn’t take the retailer more than a couple minutes at best to process a refund/return on your Cc. We have learned it is easier to process all our web orders manually just because of customers adding product or a variety of situations. With being almost a one man show (Randy & Myself) there is still time by the end of the day to process a refund but remember even after the retailer processes the transaction it will still have to go through the depositing bank that the retailer deals with and then process through your Cc company, it may not show on your Cc statement until the second billing cycle whenever it is refunded, all in all it could take 5-7 business days for it to show and that is mainly because the banking system is so slow to give you your money back. All this being said it should never have been charged to your Cc to begin with if they didn’t have the product.

B_Stucker · May 12, 2009, 7:08pm

Zach,

You don’t have to pay the charge and wait for the refund. Assuming they run the credit, it should show up as a credit on your account long before your payment is due. And if it isn’t there when you are getting ready to make the payment, just call the CC company and tell them the retailer charged your card and then said they don’t have the merchandise. The CC company will issue a temporary credit on the spot.

zachary_l_a_n_g · May 12, 2009, 7:22pm

Easy enough…I 've never run into this.

Randy_Sloan · May 12, 2009, 7:44pm

It’s unfortunate that you have to do anything at all since it was their screw up, but the above seems workable. Have the retailer call you after they’ve issued the credit. You can call your CC company to confirm.

CFu · May 12, 2009, 7:56pm

maybe you should live in a state they can legally send wine to instead of being an alcohol trafficker . And Mr. Stucker is right, you should get credited automatically off of your balance. But it’s quite stupid that they sold it off after you paid for it, really poor inventory control.

Humberto_Dorta · May 13, 2009, 1:49am

You looked like a woman to me…how is it “almost” or is Randy “almost” a man???

zachary_l_a_n_g · May 13, 2009, 6:57pm

Haha, I wasn’t going to name the retailer, but this email just came from them…

NOTE: My purchase was for a 99 3L mondavi reserve. Now note the highlighted part of the email! Remember - they told me they were sold out!

Big Savings on Big Bottles…
How big is a big bottle you ask? We’ve got Magnums and Jeroboams just waiting to be cracked open at your next gathering. A Magnum holds 1.5ml or 2 regular bottles, and a Jeroboam holds 3 liters or the equivalent of 4 regular bottles. These impressive bottle sizes make very impressive gifts and are a great addition to any party or large gathering. And we have big bottles of some of the best wines made. Below are just a few examples of the great deals we’ve got in store for you. Magnums,

2001 Simi Winery Cabernet Sauvignon Landslide Vineyard 1.5L Magnum: Regularly $125.00, with this great offer only $62.50.
2004 Mt. Veeder Reserve 1.5L Magnum: Regularly $170.00, now just $85.00.
2003 Franciscan Magnificat 1.5L Magnum: Regularly $135.00, with this great offer only $67.50.Jeroboams,
2003 Estancia Cabernet Sauvignon 3L Jeroboam: Regularly $115.00, sale price only $57.50.
* 1999 Robert Mondavi Winery Cabernet Sauvignon Reserve 3L Jeroboam: Regularly $600.00, now only $300.00.Hurry

CFu · May 13, 2009, 7:25pm

hey hey i was looking at that 3L it looked cool.

zachary_l_a_n_g · May 13, 2009, 7:27pm

Good Luck!

C_Bowman · May 13, 2009, 7:32pm

Oh bite me !