wine.com delivery fail

[Victor_Hong]

On behalf of Wine.com: It has come to our attention that some Wine.com customers were recently double charged for some futures orders. We are extremely sorry for this mistake and are working to reverse these charges immediately. We appreciate your business and your patience as we remedy these orders. Please note that there is no need to request a refund as we will automatically process the reversal on all of the affected orders. If you have any questions please contact our customer service team: Customer Care - Contact Us | Wine.com

OMGDFG! That is just ONE local facility. Think about the national impact. Unwitting Wine.com customers will get screwed.

The merchant needs to answer. It needs to recall damaged shipments and not re-sell them.

They shouldn’t waste the resources taking them back, especially since they can’t (shouldn’t) resell them. Just let the consumer decide what to do with the free gift and send the agreed upon bottle on the agreed future upon date; if the wine is no longer available, issue a refund. It sucks for whoever has to bear the loss, but I think this is a clear solution.

If I were them Id let you keep an inexpensive bottle but ask you to ship an expensive one back. to let you keep an expensive one creates a situation where folks may not be honest about the arrangement and take advantage of it

If both bottles were shipped against instructions, during high summer heat, the customer retention of the inexpensive one benefits the retailer, while the rejection of the expensive one is fair and correct. So, how is there any potential dishonesty?

Victor Hong

[JonathanG]

I am agreeing with you if the expensive one was rejected at the time of delivery and not kept by the customer.

[Victor_Hong]

I am agreeing with you if the expensive one was rejected at the time of delivery and not kept by the customer.

If the merchant wants the wines returned, an insurer should directly receive them.

[JonathanG]

Is that your opinion or something grounded in standard contract law or otherwise?

[Peter_C]

Just curious, does anyone have the OPPOSITE issue regarding delivery?

I have a couple orders that were supposed to ship yesterday and arrive today and only 1 did. Other orders haven’t been shipped yet.

[Victor_Hong]

Is that your opinion or something grounded in standard contract law or otherwise?

If an insurance claim, the policyholder would surrender the damaged goods for recovery payment.

[mmarcellus]

Just curious, does anyone have the OPPOSITE issue regarding delivery?

I have a couple orders that were supposed to ship yesterday and arrive today and only 1 did. Other orders haven’t been shipped yet.

Yes. I have an order from last week that had a “requested arrival” (assigned by their system) for last Thursday. It is still in limbo, and my CC has a pending payment authorization for it (i.e. hasn’t converted to being billed).

[Victor_Hong]

Its Twitter site is one long stream of recent complaints about incorrect deliveries and charges, plus non-responsive Customer Service.

[Peter_C]

Just curious, does anyone have the OPPOSITE issue regarding delivery?

I have a couple orders that were supposed to ship yesterday and arrive today and only 1 did. Other orders haven’t been shipped yet.

Yes. I have an order from last week that had a “requested arrival” (assigned by their system) for last Thursday. It is still in limbo, and my CC has a pending payment authorization for it (i.e. hasn’t converted to being billed).

Same boat, good to know it’s not just me.

[Victor_Hong]

Now the merchant has an outlet for the early-delivery returns.

[Peter_C]

Lol!

[Victor_Hong]

Lol!

We want the merchant to deny any chance.

[Matt_Latuchie]

Add me to the list of unhappy customers. Sending wine to Vegas right now makes no sense. Their CS team agreed with me, but couldn’t offer any workable solutions. They’ve lost my business.

[Victor_Hong]

Add me to the list of unhappy customers. Sending wine to Vegas right now makes no sense. Their CS team agreed with me, but couldn’t offer any workable solutions. They’ve lost my business.

No refund or replacement?
If this pattern holds, Todd should consider this thread as a sticky.

[Nicholas_C]

Add me to the list of unhappy customers. Sending wine to Vegas right now makes no sense. Their CS team agreed with me, but couldn’t offer any workable solutions. They’ve lost my business.

Disappointing to hear, so is their view “We understand, but tough luck” !
Had you requested the wines be held to be shipped at a later date?

Im yet to actually speak to their CS directly.

[Victor_Hong]

Add me to the list of unhappy customers. Sending wine to Vegas right now makes no sense. Their CS team agreed with me, but couldn’t offer any workable solutions. They’ve lost my business.

Disappointing to hear, so is their view “We understand, but tough luck” !
Had you requested the wines be held to be shipped at a later date?

Im yet to actually speak to their CS directly.

“CS” means what? Customer Stuffed?

[Mike_R1]

I have a different issue (in addition to my BDX futures double charge). I ordered a wine for current delivery (east coast to east coast shipping so not worried about heat). FedEx shows the bottle was delivered today, but it wasn’t. I have a camera on the house and was here all day. I’ve emailed customer service, called, etc… and can’t get an answer.

[Victor_Hong]

I have a different issue (in addition to my BDX futures double charge). I ordered a wine for current delivery (east coast to east coast shipping so not worried about heat). FedEx shows the bottle was delivered today, but it wasn’t. I have a camera on the house and was here all day. I’ve emailed customer service, called, etc… and can’t get an answer.

OMGDFG. This is escalated SNAFU-dom. The merchant can have fun and make money, by sending you in an endless roundabout, where it had not notified you of shipment, but can tell you and your credit-card company to ask Fedex for the “delivered” bottles.

[Arv_R]

I have a different issue (in addition to my BDX futures double charge). I ordered a wine for current delivery (east coast to east coast shipping so not worried about heat). FedEx shows the bottle was delivered today, but it wasn’t. I have a camera on the house and was here all day. I’ve emailed customer service, called, etc… and can’t get an answer.

Depending on what you use for a camera (or service) it might be necessary to save those clips to use when dealing with FedEx or Wine.com

Most of the delivery services are overwhelmed with the volume they are dealing with nowadays too. I don’t think any of the half dozen ‘signature required’ deliveries I’ve had sent to my house this year actually checked ID or collected a signature.

Pickups at Walgreens or FedEx locations are all by the book procedurally though.

[Victor_Hong]

I have a different issue (in addition to my BDX futures double charge). I ordered a wine for current delivery (east coast to east coast shipping so not worried about heat). FedEx shows the bottle was delivered today, but it wasn’t. I have a camera on the house and was here all day. I’ve emailed customer service, called, etc… and can’t get an answer.

Depending on what you use for a camera (or service) it might be necessary to save those clips to use when dealing with FedEx or Wine.com

Most of the delivery services are overwhelmed with the volume they are dealing with nowadays too. I don’t think any of the half dozen ‘signature required’ deliveries I’ve had sent to my house this year actually checked ID or collected a signature.

Pickups at Walgreens or FedEx locations are all by the book procedurally though.

Fedex requires adult signatures for all alcoholic drink deliveries. So, Fedex should demonstrate the signature during a home delivery, when the bottles seem not to have been actually delivered.