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ComplaintsforEnvoyer Fine Wines
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Complaint Details
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Initial Complaint
11/02/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order with this merchant on Monday 10/25/21 for several wines amounting to $179.95. My chosen shipping method was via consolidated freight. The merchant's website does not allow to pay for freight charges using this shipping method so I spoke with the store via phone and was told to expect a shipping invoice the next day (Tuesday). Merchant's website indicates that consolidated freight shipments leave their store on Wednesdays for delivery to my state by the end of the following week, which is when I needed the wine. No shipping invoice came through on 10/26 and no shipment took place on Wednesday 10/27. Instead, I received an email from the merchant on 10/28 with two payment choices. By that time, I could not receive the shipment by the date I intended to have it, so I cancelled the order. A refund was issued to my credit card for $143.96 and I was notified that the remaining $35.99 were a "re-stocking fee".The merchant's website indicates that: "Returns that are not the result of ENVOYER error are subject to a minimum 20% restocking fee." This was clearly an Envoyer's error so the re-stocking fee does not apply.Business response
11/15/2021
Good morning,
We have since refunded Mr. ***** $35.99, this should not have been a fee we collected in the first place and will communicate as such with him.
If necessary, weve included the only email correspondence on record with him. There was a phone conversation with Mr. **** before he placed his order, our calls are not recorded for us to provide that conversation. It seems there was confusion on how we charge shipping and when items are shipped to states in the Midwest and back east.
If you need anything furhter let me know.
Just arrived, and is an absolute crowd pleaser: 2019 Domaine ******* and *********************** Santenay Les Hates
Slinte,
*************************
Operations Manager
Envoyer Fine Wines
************ Office
************ Fax
350 ************************************************Customer response
11/15/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Jordi Cata
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.