Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The refusal to refund credits to my account in the amount of ******* is absolutely ridiculous. I believe being told I forfeit my credits due to cancellation is a huge, huge fault of this business. Their wine is not great for the price, and they continue to charge accounts when skipping a month or when asking for a refund for wine that was purchased.

  Business Response

  Date: 08/22/2023

  On June 2020 the membership under email address  ************************ was initiated after member placed an order and  opted to join the membership.
  On winc.com, customer can find our contact information by clicking help, and contact us (**********************************************************************************************************************) and its also on our terms and conditions page (**************************************). Along with our contact information, member can also find instructions on how to cancel their account. Here's  a couple of articles under our help page to help you with the cancellation process:
  (********************************************************************************************)
  (*************************************************************************************************************************************************************)
  (**********************************************************************************************************************)
  The help page informs member that they can cancel their membership at anytime by speaking to a live representative. Our concierge are available 7 days a week, Mon-Fri 6am-5pm PT or Sat-Sun 7am-4pm PT, via chats, FB messenger, SMS. The transaction can take approximately 3-5 min. The concierge will verify the member account, takedown any feedback regarding the overall experience, and will confirm that their account has been canceled. Instruction on how to cancel is available prior to becoming a member, on the checkout out page.
  
  
  -Each month  youll be charged for credits that can be used for 4 bottles of wine of your choice.
  -You can skip a charge any month.
  -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites.
  -Shipping is included on orders of $50 or more.
  -The monthly charge is $59.95.
  
  On August 18, 2023 member emailed  to request for an account cancellation and our representative explained how membership works,  assisted in cancelling the membership and explained that credits are non refundable and that when they agreed to our Terms and Conditions (**************************************) they have agreed to that:
  ****** Credits cannot be canceled and the purchase is final and non-refundable. ****** Credits do not have an expiration date.
  
  Once a member is enrolled, an email notification is sent 4 days before their next charge is processed to remind them that their charge is approaching, giving them the option to skip their account for the month or cancel their account.The email notification was sent to their email address every 9th of each month. Our ****** Services Team informed her that we already cancelled their account per request.

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my account with **** via chat on December 14, 2022. They charged my credit card anyway on December 27, 2022. When I used chat yet again, the person said I never cancelled my account and she would not do anything about the charges. I'll also add that I'm filing an FTC complaint as well about the difficulty in cancelling - similar to the issue that Vonage recently had. You do not allow people to cancel by phone, mail, email - only by a chat that has very limited hours, and then you claim people don't chat with you when they do. At minimum this is unethical. Requesting refund of ****** charged on December 27.

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/04) */ On winc.com, customer can find our contact information by clicking help, and contact us ****************************************************************************************** and its also on our terms and conditions page ****************************. Along with our contact information, member can also find instructions on how to cancel their account. Here's a couple of articles under our help page to help you with the cancellation process: *********************************************************************************************************************************************************************************************************************************** ****************************************************************************************** The help page informs member that they can cancel their membership at anytime by speaking to a live representative. Our concierge are available 7 days a week, Mon-Fri 6am-5pm PT or Sat-Sun 7am-4pm PT, via chats, ** messenger, SMS and email. The transaction can take approximately 3-5 min. The concierge will verify the member account, takedown any feedback regarding the overall experience, and will confirm that their account has been canceled. Instruction on how to cancel is available prior to becoming a member, on the checkout out page. On November 27, 2022 the membership for *************************** was initiated after member opted to join the membership, by checking the box and agreeing to the following: -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice. -You can skip a charge any month. -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites. -Shipping is included on orders of $50 or more. -The monthly charge is $59.95. The customer requested for her account to be cancelled via chat on December 27, 2022. As per customer, she cancelled ehr account via chat on December 14, 2022 but we are unable to pull up any previous outreach prior to their account cancellation on December 27. Our representative cancelled the account as requested and explained that credits are non refundable and that when they agreed to our Terms and Conditions **************************** they have agreed to that: "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date." Consumer Response /* (3000, 7, 2023/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of this business's ability to keep proper communication logs, I cancelled via chat on December 14. I am not asking for a refund for a valid charge, but to correct their mistake in chargijg me for a service after I had ended my commitment with them. By charging me after I cancelled and subsequently lying and saying I did not cancel, I believe this business is now committing theft. The only resolution I will accept is a refund. Business Response /* (4000, 9, 2023/01/16) */ As a one time courtesy, full refund has been processed (Please see attached receipt). Consumer Response /* (2000, 11, 2023/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can confirm I have received the refund. I am a little concerned about having to denote that it is a "one time courtesy." Winc has stated they have closed my account and subscription so there should not even be an opportunity for this need to come up again.

• Initial Complaint

  Date:12/06/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their customer service promise me to give me full refund after I have received the wine, but after I have received the wine, he said because I have received the wine, they cannot continue with the refund. I don't know why they can fool their customer.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/26) */ On November 25, 2022 the membership for ********************** was initiated after member opted to join the membership, by checking the box and agreeing to the following: -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice. -You can skip a charge any month. -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites. -Shipping is included on orders of $50 or more. -The monthly charge is $59.95. On November 25, 2022 the member reached out and asked to cancel his order since he ordered the wrong wines. He was informed that since the order has already been placed, we can no longer cancel the order. Our representative offered to process a return to sender request and refund in Winc credit so member can placed a new order but they declined as they preferred to get a refund. They were informed that we do have $20 restocking fee but we will waive it as a one time courtesy as long as the wines are returned to our warehous (See email transcript) On December 6, 2022, the order was delivered and signed for by "****" (Attached Tracking Information). They were informed that since the order has been delivered,full refund can no longer be processed. They wanted to speak to one of our managers and as a one time courtesy, was provided a full refund (See attached refund receipt). Consumer Response /* (2000, 7, 2023/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are pretty rude, and keep telling me lies. As they fully refund me, I am ok. But this is a terrible company.

• Initial Complaint

  Date:12/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/28/2022 I placed an order with Winc. The promotion I signed up for was for 4 bottles of wine for ****** plus free shipping. I selected 4 bottles added them to my cart and proceeded to checkout. Paid ****** because I guess some of the bottles have an upcharge which is fine. Order number XXXXXXXX. After a week I never heard anything, so decided to reach out through chat on their website to see if the order would be shipped soon. When I found the order in my account it said there were only two bottles of wine in the order. In the chat, he said they were behind and would have a tracking number soon, which was fine. But when I asked why it said two bottles, he said well the two I chose aren't available in my state so they just didn't go through. So basically they just don't include those two bottles and charge the same amount and never let me know. It never said anywhere during checkout that those two would not be included or were not allowed in my state. It is not right that they let me place an order if they weren't going to be able to sell me the items. They offered me a $9 refund and when I said I would like cancel the whole order they said no, and said the best I could do is partial refund of $15.49. I feel like they are scamming people. After speaking with others, it seems this is a common thing that they do. Why do they let you browse and select products you cannot purchase. Especially since you need 4 bottles to do the promotion. Also it is odd that the price did not change after the two bottles were not included on it any more.

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/26) */ On December 6, 2022, member reached out to follow up their order and was informed that their order included 2 bottles, as stated in the order confirmation sent to their email address (See attached order confirmation). Upon checking, some of the bottles were blacklisted in their address that's why it was not included on the final order. One of our representative offered to refund the $9 shipping fee but member insisted to cancel the order for a full refund. As a one time courtesy, full refund has been processed (See receipt).

• Initial Complaint

  Date:11/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some wine on their website. After a few hours I checked my order, and I noticed that the shipping address and the name of the person was not me but a total stranger. It was shipped to someone I don't know in ******* and I live in ********. I contacted the agent per the message below: "****** ******** Nov 25, 2022, 5:09 PM PST Chat started: XXXX-XX-XX XX:XX AM UTC (12:49:34 AM) ****** ********: my order is mixed up with another person, and I paid for it by my pay pal. experience order #XXXXXXXX" The agent said she will send the confirmation email to me the next day to straighten out the problem, but nobody did. So I left a message on their chat site. Another agent replied: "*** (Winc) Nov 27, 2022, 9:40 AM PST Hi ******, Thank you for taking the time to write back to us. I understood that you are looking forward to your shipment and I sincerely apologize that it had an incorrect shipping address. Since the order has been submitted, we can no longer update the shipping address on it. But no worries, we will keep an eye on this order so that I can request to have it returned to our facility as soon as possible and process the new order for you with the correct shipping location." I decided to cancel the order because I felt they were not being honest. But when I tried to cancel, they said they can't do it until the shipment is returned to their warehouse. I think this is really bad business conduct. They should refund my money right away, because it was due to some problem with their website that the wine was shipped to someone else instead of me. When I said I would contact the****, they responded that they will refund my money, but it will take 7-10 days. I think this is fraud, since they should refund the money and cancel the order immediately. The company should refund my ****** right away.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 10, 2022/12/26) */ Hi! We sincerely apologzie for the inconvenience this has caused you. This is not the type of service that we want you to have. We have escalated this to our internal team and we will make sure to avoid this from happening again. Upon checking, full refund has been processed. Once again, our sincerest apologies. Consumer Response /* (2000, 12, 2023/01/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) It took a very long time for the company to respond. We got a refund so we will accept their response. I don't think their business practices are good.

• Initial Complaint

  Date:11/22/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed not knowing exactly how it worked but from what I read it sounded like I was getting a one month delivery or a 3 month delivery I was fine with both then after not getting a second month delivery I thought ok it was just one month then months later I noticed some company was taking 59 dollars a month after looking up the company I see it was wine Inc so I go to there website and they said singed up for I can't member what it was but that's not what I signed up for so now I have 250 dollars of credit so thought ill just cancel my subscription and over time I would use my credits but as soon as I quit my credits are gone how is this not stealing these people need to be in jail

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/12/05) */ Upon checking member's account, it shows that their membership for **************** was initiated upon placing their first order on June 14, 2022 and it was cancelled on October 22, 2022. The cancelled account under **************** has an outstanding credits of 167.06 credits available (Please see attached member's profile). On November 10 and November 14, member reached out because they're having trouble accessing their account and our representative tried to resolve the problem but we didn't receive further correspondence(See attached email transcript). Upon receing this complaint, we've reached out to the member to offer assistance to make sure they're able to access their account and utilize their credits. Consumer Response /* (3000, 7, 2022/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sent me an email with a temporary password to access my account and use my credits I tried logging in but it did not work I sent them an email about it but I have not heard back from them Business Response /* (4000, 9, 2022/12/19) */ On December 2, 2022, upon receiving the *** complaint, we have reached out to the customer via phone call so we can sort things out however the call was dropped. (See attached phone call history). We would love to offer assistance in placing your final order, kindly provide us the best phone number and time for us to call you or you can give us a call at ************* Our phone lines are open Monday-Sunday 7am- 4pm PST. Consumer Response /* (4200, 11, 2022/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) What proposed resolution? I sent them multiple emails but they won't respond Business Response /* (4000, 13, 2023/01/19) */ As per checking, order has been placed to utilize outstanding credits. Resolution was stated and explained via email response on January 16, 2022 (See attached file for reference).

• Initial Complaint

  Date:11/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for what we thought was a one-time cost for four bottles of wine. Ends up without our knowledge, we had signed up for a monthly wine club. After we saw the continuous monthly charges we contacted them - and asked them to stop - to cancel. We had received no monthly wine. We had been charged ******** Winc indicated they could not credit any amount - we could only spend it on wine. We asked how can we "spend the credit" without re-opening the monthly charges - and were informed, oh - no problem. i'll put that note in your account. So we ordered a few bottles of wine to try to "spend" what had already been charged. Now, months later, they have charged an ADDITIONAL $209.85, even after we "cancelled" the account. We have found their practices deceiving, dishonest and unfair. Their web site does not allow one to use existing credit without reinstating the monthly charge. We are requesting we are compensated for all $581.32 in our account.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/30) */ Hello! We are unable to locate your account using the information provided. Kindly provide the email address, phone number, and full name that were used in creating your Winc account. Looking forward to your response or you can send us an email at [email protected] and we'll be heppy to help.

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member with Winc for a couple of years but their selection of wines started to wane and I didn't want to pay for the membership anymore. I had a couple of month's worth of subscription charges that I hadn't used by the time I went to cancel and when I cancelled through their chat feature the friendly customer service representative reminded me that I had credits from months past and to not forget that those where there to use up but that my subscription was cancelled and I would not be charged in the future. All of this was normal and made sense. Fast forward to the end of the month when I received another subscription charge. I write in to their email "chat" feature to remind them that I'd cancelled and to please remove the charge. They replied back that because I'd placed the order with the credits I'd already paid for in months' past, that this "reactivated" my account. Not only does this make absolutely no sense, it's also a bait and switch since the customer service person specifically told me to use up my credits that I'd already paid for. WHY ON EARTH would that lead to a reactivation? It's clearly fraudulent and sketchy behavior.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/14) */ On Sept 29, 2022 the member reached out to cancel their account and was assisted by one of our team members. She was also informed that to reactivate their account, they can log back in and place an order (See chat transcript). Upon placing their order,they have to check a box that states they're agreeing to reinstate their membership. Upon receiving this complaint, refund has been processed for their last charge (See refund).

• Initial Complaint

  Date:10/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I ordered an introductory box of 4 bottles of wine from Winc. I read the agreement and the website information that says you can cancel your membership at any time. It also states that you can pause the ordering of wine if you do not want wish to place an order. I followed the instructions and "paused" my orders. Yet, I was continually charged in spite of the fact that did not order any wine. When I contacted Winc to complain, I was directed to the "fine print" of the agreement that states that if you do not place an order that $59.99 will be charged to your credit card for every month that you do not order anything. Furthermore, the emails you receive from Winc, Winc buries the charge notification in the fine print of the HTML emails. They hold high the ease of not ordering and distract from the commitment to pay $59.99 a month even if you do not order anything. This is a deceptive business practice. As witnessed by the high number of complaints to this end filed with the BBB, many reasonably-minded people are duped into agreeing to a subscription to credits rather than paying for wine. I think that the Attorney General of California should be aware of the number of complaints as Winc's business practices are deceptive. They have given me a partial refund, but I still have a $299.75 credit that I want refunded.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/13) */ On winc.com, customer can find our contact information by clicking help, and contact us (https://support.winc.com/hc/en-us/articles/229973188-How-can-I-contact-Winc-for-support-) and its also on our terms and conditions page (https://www.winc.com/terms). Along with our contact information, member can also find instructions on how to cancel their account. Here's a couple of articles under our help page to help you with the cancellation process: (https://support.winc.com/hc/en-us/articles/222813107-Can-I-cancel-my-membership-) (https://support.winc.com/hc/en-us/articles/222813187-Why-do-I-have-to-cancel-my-Winc-Membership-account-via-phone-or-live-chat-) (https://support.winc.com/hc/en-us/articles/229973188-How-can-I-contact-Winc-for-support-) The help page informs member that they can cancel their membership at anytime by speaking to a live representative. Our concierge are available 7 days a week, Mon-Fri 6am-5pm PT or Sat-Sun 7am-4pm PT, via chats, FB messenger, SMS. The transaction can take approximately 3-5 min. The concierge will verify the member account, takedown any feedback regarding the overall experience, and will confirm that their account has been canceled. Instruction on how to cancel is available prior to becoming a member, on the checkout out page. On November 2021 the membership for********************* was initiated after member opted to join the membership, by checking the box and agreeing to the following: -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice. -You can skip a charge any month. -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites. -Shipping is included on orders of $50 or more. -The monthly charge is $59.95. On October 11, 2022 member chatted to request for an account cancellation and our representative explained how membership works, assisted in cancelling the membership and explained that credits are non refundable and that when they agreed to our Terms and Conditions (https://www.winc.com/terms) they have agreed to that: "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date." Once a member is enrolled, an email notification is sent 4 days before their next charge is processed to remind them that their charge is approaching, giving them the option to skip their account for the month or cancel their account.The email notification was sent to their email address every 7th of each month since but member did not skip their account that's why orders were processed. Upon receiving this complaint, customer account was canceled. Consumer Response /* (3000, 7, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "agreement" to have your card charged is always presented in such a way that a reasonably-minded person might easily misunderstand what they are actually agreeing to. This is the text-book definition of "deceptive business" practice. It is very similar to false advertising and Winc's usage of obscure layouts and graphic design in efforts to distract from the customer's actual financial commitment is unethical at best. There are scores of complaints attesting to this. I want the balance of my account refunded immediately. Business Response /* (4000, 9, 2022/10/27) */ As a one time courtesy, full refund has been processed account under*********************. Consumer Response /* (2000, 11, 2022/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive my entire refund. Due to the many complaints filed for the same reason I filed my complaint, I believe the BBB should further investigate Winc and their business practices. Why they have so many complaints yet still possess an A+ rating is disconcerting. But, as far as my complaint goes I am satisfied with the full refund and wish that Winc had been easier to deal with directly.

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible business practices. Always "sold out" of sparkling wines (except for one ********************), no option to get notified when they get more in stock, you have to opt out every month or they keep adding credits that expire if you cancel your membership. We've accumulated $270 in unused credits and can't spend them because they never have sparkling wine available. Feels like we're trapped with this company.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/12) */ On April 2020 the membership for ************************* was initiated after member opted to join the membership, by checking the box and agreeing to the following: -Each month you'll be charged for credits that can be used for 4 bottles of wine of your choice. -You can skip a charge any month. -You can save credits - unused credits rollover - and use them for more premium wine or a case of your personalized favorites. -Shipping is included on orders of $50 or more. -The monthly charge is $59.95. Please note that credits are non refundable and that when they agreed to our Terms and Conditions **************************** they have agreed to that: "... Member Credits cannot be canceled and the purchase is final and non-refundable. Member Credits do not have an expiration date."