A month later and I have not received a refund for these 2 orders that I returned. An email went unanswered, 3 online chats, sometimes waiting for 1+ hour, and the response has been “we’re working on it, you’ll hear from us” and then I don’t hear from them. I’ve consistently experienced wine.com reps claim they will take care of issues and then nothing happens. If I don’t hear anything by the end of day monday, I’ll initiate credit card charge backs.
Overall, I got quite a few really good deals, and I’m thankful for those. I do not trust wine.com to ever hold another order to ship on a future date, and I don’t plan on re-upping their stewardship program.
I appreciate the posts here, as they show I’m not the only one struggling with wine.com.
I had 21 orders placed over the summer all marked with delivery for 12/1. 20 of 21 orders shipped and the one that didn’t was out of stock. CS gave me a $25 credit for the issue and a $50 credit for the promo used on the order so I could pick replacements. I know many have had issues but I’m happy with how my scenario shook out.
I will absolutely continue to be a buyer during the winter when I can ship ASAP, will reevaluate next summer. As of late, with a mix of coupons and delayed shipment credits, I’ve been regularly buying 08 comtes between $110 and $130!
I live in DC and everything used to ship out of the NY warehouse, but now things are shipping from FL. I’m assuming the much more limited wine inventory available to me lately is due to the switch. If I search “Loire”, there’s only 9 wines available (!). Used to be more like 100.
Yeah, it sucks. The rep I spoke to about this said it’s because NY was the epicenter of all the f-ups from a few months back (I’m paraphrasing here), so they are temporarily rerouting the warehouses for certain states away from NY until they can get it back running smoothly again. I was not able to get an ETA for when we will be switched back from the FL warehouse. I also find the selection to be rather dire, comparatively.
Had 17 individual orders within the 3 FedX orders that got screwed up and sent back to wine.com. They quickly sent new orders and gave me immediate credit card refunds on those that were out of stock. Was disappointed to miss out on the few out of stock bottles but all-in-all was very happy with the customer service and will continue to do business with them (as long as the coupon codes keep coming).
I gave them a shot on a small order for something I wanted to try but couldn’t find anywhere else. Ordered late Monday night, it shipped on Tuesday and was delivered today (Wed.), a day early. NY warehouse. It seems they are finally getting it together again.
Number of delivery issues this week, today, CA wines showing a ship date of Saturday 12/12.
I placed a number of orders this week and they were all delayed. Chatted with CS reps about each one and netted $110 in account credits, I’ll take delayed orders all day!
How were you able to get the credits? I have some orders delayed this week as well. Two of my orders for 2016 Dunn Howell Mountain (both ordered on Tuesday before noon PST) are still delayed even though they have it in stock. I contacted them twice but they never offered anything nor did I ask. Should I have asked?
I live in San Jose. Prior to this month, I was getting my wines next day if orders were made before noon PST. Now, it’s taking three days to get from Berkeley to San Jose…with route to San Leandro (one day) to Tracy (another day) and to San Jose (third day). FedEx is to blame here…the route makes no sense whatsoever when the distance is less than 50 miles.
Data point - Ordered case of basic Rieslings on Saturday. Just received delivery of 11. The enclosed order summary shows 0 for quantity for one Clemens Busch. I checked my account and I has been refunded for that bottle. I wish they’d told me as I would have subbed something, but overall a good experience.
I had problems on a few orders (and they’ve made good on all of them, albeit not without more effort on my part than should have been needed) and they all stemmed from this. Best I can tell:
There is a magic time frame between when your order is placed and your order is “in the warehouse” during which it can be changed. I was contacted by them once or twice about orders in this status where it turned out a wine I’d ordered was unavailable. I was able to substitute something else and the revised order went forward.
BUT once the order is “in the warehouse,” they can’t change anything - not the contents, not the delivery address, not the shipping date, nothing. I assume there’s an exception for when it’s so hot that they put a system-wide shipping hold in place, but I didn’t have anything scheduled to ship during a time like that so i can’t say for sure. If it reaches this status before they figure out they don’t have bottle X, the order will ship without bottle X.
Sometimes they will divide an order into two or more shipments. So it could be that if you get an incomplete shipment, there’s another box on the way with the rest of your order, and the tracking info linked from the “order status” section of the website won’t always show this second shipment.
Sometimes they will vintage substitute. They did this once for me and it’s unclear whether it was intentional based on running out of the other and assuming I’d want the newer vintage instead of nothing, or accidental.
Sometimes, though, neither 3) or 4) applies and they just ship the order without the missing bottles. When they do this, they will only charge you for what they actually sent (they charge your card when they ship, not when the order is placed, so it doesn’t involve a refund, just charging you the revised amount). The problem here is that if you used a promo code and the missing bottle takes you under the qualifying purchase amount, they will just charge your card based on the “new” order. Example - you place a $160 order with a 50/150 code, so your confirmation shows you being charged $110. One $20 bottle is out of stock, so they redo the order. Now it totals $140 instead of $160, so it doesn’t meet the $150 minimum and the promo code doesn’t process. So they charge you $140 instead of the $110 you intended to pay, and ship you one less bottle to boot. What a deal! This happened to me a couple of times on orders I placed during the summer with shipping delayed to what turned out to be the height of the “system upgrade” fiasco, and these were the issues it took the most effort to resolve, but they ended up taking care of me. I haven’t had this issue at all on any orders placed since they got over the hump on the upgrade.
Whatever system they’ve upgraded to, it’s not working. In addition to delay shipment that shared here, they just delivered me an extra 2018 Chateau Beau-Sejour Becot. Originally I ordered 2 bottles separately using the $20 off $50 last week, which were received. Surprisingly, another one just showed up on my door step. Checked my card, and there was no charge for this 3rd bottle.
Yeah, I recently got a free bottle of Duckhorn and some other CA cab that I probably will try to give away, just sitting at the bottom of the box underneath the rest of my order. I feel bad for the person who didn’t get the bottles they ordered. Maybe the FL warehouse is about to melt down like NY did.
Since I had a successful recent test order, I thought I might use a few of the $50 off coupons for some daily drinkers. But the NY warehouse seems to be mostly barren. Not a single Cru Beaujolais, only two Loire Cab Franc (and both over $199/btl), and a very small number of Oregon Pinots. Seems like a good bit of their stock is high end stuff that’s only in stock because it doesn’t move fast at their prices, even with a coupon.
Are all the warehouses this bad off? If so, it seems like a very bad sign.