Vinfolio storage services problems

WINE TALK
1

I got turned on to using Vinfolio’s storage services by several different people who highly recommended them.

I had wine shipped there two weeks ago now and it still hasn’t shown up in any of their website tools or reports. It wasn’t cheap wine either! I’m starting to get pretty worried. So far they have only said that it’s because they’re “unusually busy,” but being an older person I’ve come to learn that that could basically mean anything.

Are there any other Vinfolio storage customers here? Any insight you might be able to give? Should I be worried? Has anything like this happened with them before?

I’m not trying to bash them or anything, far from it, but I’m kinda worried and need somewhere to turn. [scratch.gif]

2

I don’t think you should be worried.

3

That’s reassuring! Is it normal for it to take two weeks or longer at this time of year? newhere

4

George, I’m not really 100% sure. However what I do know is that, after a difficult financial period in January, 2010 that they have righted the ship and focused a great deal.

5

I work with them very often, not one problem. Do you have any way to check if it was shipped to them ? If so you must have an adult signature … Sounds pretty simple. Happy holidays, I hope this get resolved quickly for you.

6

I have been on the sidelines regarding Vinfolio. I have been a customer of theres for 6 years and have sold close to a thousand Bottles and bought a few Hundred from them.
All I would say to not go overboard, is that they have always tried to say “we do customer service the best” and I beg to differ. They have no continuity, poor follow-up and it is very hard to have a dedicated person to work with. The picture they have tried to create is not what you get from them.
I would not have a problem with this but they try to scream how great they are and I get much better service from the much less expensive auction choices that are out there.
The only thing I have found nice is you can occasionally get someone to bite on a low bid auction in small quantities and there are no buyer fees.
I just moved everything out after a delivery issue that they took no responsibility on and tried to blame Vinfilment.

7

I have to believe that they are very busy right now. A package I sent them last week was signed for on Thursday, however, I have yet to receive the “sale complete” email from them. Normally that gets processed within 24 hrs. I am planning on calling them tomorrow to check on the status. My guess is that they are backed up in the warehouse.

8

My Chubb policy covers loss at offsite storage.

9

I have used Vinfolio happily for years. It can take several weeks for wine shipments to appear in your VinCellar (especially during busy times of year like now). I have no affiliation, I have been happy with their services although having your wine appear online does take some time.

10

I’ve been frustrated with Vinfolio. The customer service people are very nice and legititmately try to help. However, it seems like they are WAY understaffed in the warehouse/logistics. I waited over a month to get my access to my Schrader which ships from really really far away…next door in the Vinfillment warehouse directly adjacent to Vinfolio’s space. It took 4 weeks to move 100 feet.

11

Phil, well stated my exact problem and why I just have to walk away from dealing with them.
If they did not try to profess they were nothing more than most wine conglomerate establishments I would not have a problem but they say they are the best and they just are not. I had the same problem with my Schrader and they claimed to have made the pickup and then I show up and no Schrader and then ask for some folllowup and nothing from anyone.

12

This isn’t the first thread on problems with Vinfolio and I’m too lazy to dig up the original post on the debacle a couple years ago. A number of people got nervous and pulled their wine out and had it shipped to them or nearby storage. They were reputable until that incident and I thought they were back to their peak with the influx of new money. I hope these are isolated incidences and/or minor screw ups. Their working model was very good in the past and I hope this is not a repeat of problems and panic.

Call them up and get answers. It may well be the company shipping the wine to them is having problems. Make sure where the problem is.

13

Oh it’s not, in my case it shipped UPS / FedEx and tracking shows when it was delivered there.

14

George - I work for Vinfolio (Marketing) and am sorry your wine is taking longer than normal to show up in your Vincellar account. It is our goal to have the wine in your account within two weeks of receipt in our warehouse, unless there is a problem with the order (such as a discrepancy between the wine received and the receipt or purchase order). Our warehouse has been extremely busy in the past few weeks but our head of operations assured me we should still be meeting our service level commitment.

If you still haven’t seen your wine show up in your account, it is possible there could be a question with the order, so I’d encourage you to contact Vinfolio Customer Service at (800) 969-1961. If it was received in our warehouse, we have it and can help you find out what is causing the delay.

Shannon Smith