ComplaintsforFirstleaf Wine Club

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Confirmed an order for Sept delivery on 6/7/24. After weighing benefits of plan, canned 6/24/24 using the firstleaf options. Acknowledgment recieved from firstleaf. Notified of delivery 9/12/24. Emailed this same day that acct was ************** months prior. They can stop order, but charge me a restocking fee of 25 dollars. My acct is inactive and confirmed. But they still allowed order to ship and expect payment for their error.

  

  Business response

  09/17/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this review. We would be happy to explain what has transpired. 
  
  Records show that the order was placed on July 07, 2024 at 5:36 PM. Once an order is processed it cannot be changed unless you reach out to our support team via phone or email. The subscription was canceled on 7-24-24 at 5:54:32 AM. 
  
  The order was placed before the subscription was canceled. Once a subscription is canceled automatic shipments will not be charged to your card, however any orders that have already been processed will ship as requested. 
  
  We did not receive a request to cancel the placed order until 9/12/24, after the order had shipped. For any shipments refused or returned to the warehouse, there is a $25 restocking fee. 
  
  We have processed a refund of $169.27 as of 9/14/24. Please allow 5-10 business days for the financial institution to process this refund. 
  
  Please let us know if you need additional information. I'd be happy to provide copies of the emails or policies mentioned in this response.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received my first orders last July ******* order no. R4466884232 with retail total of ****** and membership discount ****** and subtotal of ***** shipping 0 taxes 2.54 and total of ***** my first order then after 4 weeks I believe every 4 weeks my subscription I dont remember.firstleaf took money from my account September ****** without any email notification and no wine delivery too.. I need a refund I already cancelled my subscription too

  

  Business response

  09/09/2024

  Dear BBB,
  

  Thank you for the opportunity to respond to this complaint. Our records show that the customer was previously signed up for automatic shipments every 4 weeks. The las order was processed before the subscription was canceled. We were able to pull up the tracking for this order and the carrier, FedEx, has marked the order as damaged in transit. 

  An agent will be reaching out shortly to see if the customer would prefer a replacement order shipped right away or a refund in full.As soon as we hear back we can process right away. Attached are carrier records and account records showing shipment frequency. Please let us know if you need additional information. I'd be happy to provide copies of the emails or policies mentioned in this response.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I placed an order with this website after receiving a promotion via email. The price was so cheap that I thought it was possibly a scam, but after checking some reviews, I decided to proceed with the order. Unfortunately these reviews were most likely fake. I was charged $200.00 more than what I expected to pay. I immediately sent an email to the company asking to refund my order, cancel my subscription and to not send me anything. I am still seeking a refund.

  

  Business response

  08/14/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this complaint. After researching the account, it does seem that there was an error at checkout which resulted in the introductory discount not being applied to the order. We have since reached out to the customer and have processed a refund for the difference. The total amount refunded is $188.29. We have confirmed with the customer that the matter is now resolved. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for a shipment of wine. There was issues with delivery with ***** where I requested the package be sent to a different location due to my inability to be there to sign for the package. They decided to send the wine back to their warehouse and will not send me a replacement instead giving me a refund while demanding I pay a restocking fee. I refused and they waived the fee but will not resend what I paid for due to me unsubscribing from FUTURE orders of wine.

  

  Business response

  06/25/2024

  Dear BBB,

  
  Thank you for the opportunity to respond to this complaint. Our records show that a delivery was attempted by FedEx 3 times before being returned. Unfortunately, once a delivery is missed three times the carrier will return shipments back to our warehouse.

  While we do offer a replacement at no extra cost to current members, it seems the membership under ************************** is currently canceled. As a courtesy, we have waived our $25 restocking fee and have refunded the order in full. If they would like to renew their membership we would be happy to send the next club order with our introductory discount applied. Attached to this response is our refund policy, the proof of refund, and proof of the failed delivery attempts. 

  Customer response

  06/25/2024

   
  Complaint: 21893726
  
  I am rejecting this response because:

  I attempted to hold this delivery at a location on four separate occasions after the second delivery failure. I have also attached a response from the company itself offering this feature, however on four separate occasions I tried to do so. The have also refunded me the cost of the shipping however they did not refund the $25 charge as they claimed. I have tried to attach what I was charged and what I was refunded from my bank account but I have no room to attach

  
  Sincerely,
  
  *****************************

  

  Business response

  06/26/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this complaint. ***** tracking information shows they made attempts on 6/12, 6/13, and 6/14. Unfortunately, once the carrier has attempted delivery 3 times a redirect request is not guaranteed to be accepted. ***** shows the request was made the same day as the 3rd attempt. We apologize for the inconvenience and have waived the restocking fee, refunding the order in full. 
  
  As stated in an email sent on Monday, 6/24, refunds may take up to 5-7 business days to be processed by your bank. Attached is the refund, tracking information, and email mentioned above. 

  Customer response

  06/26/2024

   
  Complaint: 21893726
  
  I am rejecting this response because:
  
  I scheduled the hold at location day of 3rd delivery BEFORE the delivery was attempted and this company will not recognize this. Why offer the chance to hold if Im not able to do it when you still told me I could? It shouldnt be an option to do if they will not honor it. The purchase I PAID for should be honored as I was a member when I paid I dont understand this logic at all

  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 1, I was billed $196.70 by FirstLeaf for an order that I did not place. I had ordered wine from FirstLeaf before, but after my first order I decided to pause my orders. Without any action or authorization from me, FirstLeaf billed and shipped a new order to me. I have requested a cancellation of the order and a refund. It also took me quite a while to cancel my account on their website. When trying to cancel, I had to repeatedly (4+ times) click a button to reaffirm that I wanted to cancel, while being pressed with additional discounts, offers and other deals. Additionally, this company will not allow me to remove my payment information from their website. This kind of experience is very frustrating. I just want a refund and to cancel my account but I think other consumers will be very frustrated with this kind of experience.

  

  Business response

  05/02/2024

  Dear BBB,
  
  
  Thank you for the opportunity to respond to this complaint.
  
  We believe in transparency and make it clear that we are a club. Once your account is closed we do not process any future charges. All customers who purchase their first order from us are asked to acknowledge the benefits of joining our club. The complete message as shown in the screenshot states Auto-new notice - By clicking Place Order, you are enrolling in an auto-delivery wine club and authorize us to charge you for future shipments of 6 wines until you cancel your membership or change your shipment frequency. You also agree to our Terms and Conditions.
  
  Records show that *************************** logged in with the account email and password and paused their account until May 2024. We do not have an option for an indefinite pause. (Screenshot attached)
  
  The order was then processed on 5/1/24 for shipping on 5/3/24 as scheduled by the customer. (Screenshot attached)
  
  We sent a Reminder email on 4/28/2024 at 5:00 AM to let the customer know an order would be processed on 5/2/24. We want to make sure our members have time to cancel an order if needed. The reminder email was opened and read on 4/28/2024 at 5:12 AM. We did not receive a cancellation request for the order, it was processed on its scheduled date. (Screenshot attached)
  
  After the order was processed we received a request to cancel the order and the subscription. The order was canceled and refunded on 5/1/24. The subscription was also canceled on 5/1/24 as requested.  (Screenshot attached)
  
  Please let us know if you need additional information. I'd be happy to provide copies of the emails or policies mentioned in this response.

  Customer response

  05/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  2/29/2024 I received a text message welcoming me to this service and asking that I add this number to my contacts.I have never even heard of this company and never signed up for anything. I'm disturbed that they purchased my phone number from some hackers etc to spam me.

  

  Business response

  03/01/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this review. After reviewing our records we see that your phone number is associated with one of our member's accounts. After viewing the telephone history it seems there is a one digit difference between past phone records and your phone number. This seems to be a case of entering the last digit of the phone number incorrectly. We have since corrected this information in our system and you should not be receiving any sign up confirmations for this member going forward. Please let us know if there is anything else we can do for you!

  Customer response

  03/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Mila Pinigin

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a promotional offer but it was not made clear that they would send me additional wine without my authorization. It was only made clear that I had the opportunity to make monthly selections. Not that wine, not of my chosing would be sent to me. I had to cancel my subscription multiple times afterwards because they make you click cancel on 4 different pages.

  

  Business response

  02/28/2024

  Dear BBB,
  
  Thank you for the opportunity to respond to this review. We would be happy to explain what has transpired. All customers who purchase their first order from us are asked to acknowledge the benefits of joining our club. The complete message as shown in the screenshot states Auto-new notice - By clicking Place Order, you are enrolling in an auto-delivery wine club and authorize us to charge you for future shipments of 6 wines until you cancel your membership or change your shipment frequency. You also agree to our Terms and Conditions.
  
  We make it as clear as possible that we are a subscription club in several Welcome emails, confirmation emails, web pages, FAQs, and Terms and Conditions. All emails we send are from Firstleaf with our logo and name presented before the email is opened.
  
  Welcome email 1: 1/26/2024, 4:07 PM
  Welcome email 2: 1/27/2024, 4:07 PM
  Upcoming Order reminder email: 2/22/2024, 5:01 AM
  
  A customer can cancel anytime before an order is processed and shipped. We did not receive any communication from the customer stating that they wanted to cancel the order or the subscription until Yesterday, 2/27/24 at 09:23 pm. At this point the order had already shipped. 
  
  The account is now closed and we are happy to have the order returned before it is delivered for a refund minus our $25 restocking fee. We have left a voicemail at the phone number on file and have sent a follow up email to *****************. 
  
  Refund policy on our FAQ page here: *************************************************************************************

  Customer response

  02/29/2024

   
  Complaint: 21357093
  
  I am rejecting this response because:

  I never agreed to these terms.  Maybe because it was a special offer I didn't go through the same portal.  I canceled the subscription before it was shipped.  They still shipped it.  I asked to cancel the order on Tuesday, they shipped the order and recalled it on Wednesday. I got additional tracking information on Thursday (today) that it was going to be delivered.  I contacted them again and they recalled it again and told me that if it was delivered that they would no longer let me return it for a refund. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/01/2024

  This charge is legitimate because the member joined our club/subscription by signing up with our promotional offer. No matter the promotion, all members must go through the same sign up and accept that they will be receiving future automatic shipments until the account is closed. The customer was shown the terms at checkout. It clearly states that once you place the introductory order you are signing up for a subscription. The member requested cancellation on Tuesday night at 9:23 pm, which was after the order had shipped. This order was shipped the morning on Tuesday 2/27/24 as shown in the previous screenshots. Additional screenshots attached including shipping records from FedEx. A return to sender has been requested by several agents. Once the order is on it's way back we are happy to refund you minus our $25 restocking fee. 
  

  Customer response

  03/04/2024

   
  Complaint: 21357093
  
  I am rejecting this response because:

  They did not notify me of the shipment until the Thursday after I canceled my subscription.  See attachment. It took 3 agents and rejecting the shipment at my door to get the order recalled. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Firstleaf is scamming and fraud business. Their business strategy are easy to be seen, in a world, scamming.

  

  Business response

  12/18/2023

  Dear BBB,
  
  Thank you for the opportunity to respond to this review. All customers who purchase their first order from us are asked to acknowledge the terms and conditions. In the event that you reach out to cancel an order after the order has been processed and sent to our warehouse for packing you will incur a $25 restocking fee. 
  
  We make it as clear as possible that we do charge a $25 restocking fee for any returned shipment in confirmation emails, web pages, FAQs, and Terms and Conditions. 
  
  As a one time courtesy, we have waived this restocking fee. You have been refunded in full for the returned shipment. Please allow up to 5 business days for the refund to show ** in your statements. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In March 2022 I canceled my subscription of January 2023 to this wine club; they sent an acknowledgement of same email to me at that time. On Dec.10, 2023, nearly two years later I received a six-bottle case of wine that I did not order and charged my credit card for the amount shown herein. They claim I reopened my account on Nov. 11, 2023, for a Dec 2023 order. I did not. They are single-handed reopening accounts without permission and charging cards.

  

  Business response

  12/12/2023

  Dear BBB,
  
  Thank you for the opportunity to respond to this review. It is Firstleaf policy that we must speak with the account holder in order to make changes to their subscription, or they can cancel or resubscribe through the website with their email and password. Account privacy is a priority at Firstleaf and we take the utmost care in making sure only the account holder can make changes on the account. 
  
  We do have the ability to see when an account is accessed on our website, and follow key strokes and clicks throughout their time on the site.  Screenshots of the customers session have been provided. 
  
  We see that the member rejoined during a session on November 11 at 9:25 AM. This may have done accidentally by the member, but we can confirm the account was reinstated resulting in the order being delivered.  
  
  We send a reminder email a few days before the order is shipped to give account holders time to reach out via email or phone if needed.  Our records show the reminder email was sent on 12/04 at 8:00 am EST. 
  
  If the member had reached out when she received the reminder email or the confirmation, we would have had time to recall or possibly cancel the order.
  
  At this point, she has reached out after the the order has been signed for and delivered. A signature is always required for delivery. If the customer wants to return the order it can be refused instead of signed for. The product was accepted and signed for by the customer on Sunday 12/10/23 at 3:17 PM - never returned to us.

  We can offer a $25 discount on the order as a one time courtesy as a gesture of goodwill, but we would be unable to ***** their request for full reimbursement. 

  Customer response

  12/12/2023

   
  Complaint: 20989863
  
  I am rejecting this response because: I did not access their website, accidentally or otherwise and reopen the account with this wine club. Neither did I take any quiz for wine as they have tried to show. Also the day they claim I accessed their website for these actions I was no where near a computer as I was just home from back surgery and in bed; I was no where near the internet for days. I stopped answering or opening their emails last year because they kept asking me to reconsider and I was tired of the efforts, so I didn't see their email of product shipping this year. They are taking advantage of people as you can see by the many complaints. Their screen shots prove nothing; in fact they don't reflect my ip address! Need a deeper look into internet activity than a screenshot. Even my bank found it interesting that thier website won't & didn't allow me to remove my credit card from possible mishaps?...even after almost two years of inactivity; my bank has now blocked them from any future attempts to scam me. There are too many people with this type of complaint with this company shown with the BBB and many simular that more needs to be done to stop this false sales practice. And yes a class action suit *** and will be intertained! I initially opened the account in January of 2022 and closed it in March of 2022 to which I have a confirmed email dated then; their wines are't of the best quality. They alone reopened my account, selected December as a ship date and charged my card...illegally...after two years. I have aslo filed a complaint with the *** and my state ************************** others should do the same. Their box of wine is still sitting in the wine room and will not be used. I want them to pay to ship it back and refund me.

  
  Sincerely,
  
  *****************************

  

  Business response

  12/18/2023

  Dear BBB,
  
  Thank you for the opportunity to respond to this review. It is Firstleaf policy that we must speak with the account holder in order to make changes to their subscription, or they can cancel or resubscribe through the website with their email and password. Account privacy is a priority at Firstleaf and we take the utmost care in making sure only the account holder can make changes on the account. 
  
  We do have the ability to see when an account is accessed on our website, and follow key strokes and clicks throughout their time on the site.  Screenshots of the customers session have been provided. 
  
  We see that the member rejoined during a session on November 11 at 9:25 AM. This may have done accidentally by the member, but we can confirm the account was reinstated resulting in the order being delivered.  
  
  We send a reminder email a few days before the order is shipped to give account holders time to reach out via email or phone if needed.  Our records show the reminder email was sent on 12/04 at 8:00 am EST. 
  
  If the member had reached out when she received the reminder email or the confirmation, we would have had time to recall or possibly cancel the order.
  
  At this point, she has reached out after the the order has been signed for and delivered. A signature is always required for delivery. If the customer wants to return the order it can be refused instead of signed for. The product was accepted and signed for by the customer on Sunday 12/10/23 at 3:17 PM - never returned to us.
   
  We can offer a $25 discount on the order as a one time courtesy as a gesture of goodwill, but we would be unable to ***** their request for full reimbursement. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a promotional box from this company in November. I did NOT sign up for a club membership, and yet my credit card was charged full price for a December delivery. I received no warning from the company that the charge was about to be processed, which would have given me the change to cancel it. I feel deceived and want my money returned.

  

  Business response

  12/11/2023

  Dear BBB,
  
  Thank you for the opportunity to respond to this review. We would be happy to explain what has transpired. All customers who purchase their first order from us are asked to acknowledge the benefits of joining our club. The complete message as shown in the screenshot states Auto-new notice - By clicking Place Order, you are enrolling in an auto-delivery wine club and authorize us to charge you for future shipments of 6 wines until you cancel your membership or change your shipment frequency. You also agree to our Terms and Conditions.
  
  We make it as clear as possible that we are a subscription club in several Welcome emails, confirmation emails, web pages, FAQs, and Terms and Conditions. 
  
  Welcome email 1: 11/09/2023, 1:22 PM
  Welcome email 2: 11/10/2023, 1:22 PM
  Welcome email 3: 11/24/2023, 1:22 PM
  Welcome email 4: 11/29/2023, 1:22 PM
  Upcoming order Reminder: 12/03/2023, 5:01 AM
  
  We make it very clear that all emails we send are from Firstleaf with our logo and name presented before the email is opened. Our email records are synced with the gmail email address that was given to us at sign up. Gmail states you or someone with access to your email opened the reminder email on 12/03/2023 at 7:45 AM.
  
  A customer can cancel anytime before an order is processed and shipped. We did not receive any communication from the customer stating that they wanted to cancel the order or the subscription after the reminder which is why the order was shipped 12/7/23 at 9:58 AM. 
  
  The customer then reached out to cancel the membership on Thursday, 12/7/23 at 6:51 pm, after the order had shipped. 
  
  A signature is always required for delivery. If the customer wants to return the order it can be refused instead of signed for. The product was accepted and signed for on Friday 12/8/23 at 11:04 AM - never returned to us.  
  
  Refund policy on our FAQ page here: *************************************************************************************

  Customer response

  12/11/2023

   
  Complaint: 20979008
  
  I am rejecting this response because: I received no reminder email on Dec 3. I archive all correspondence and have nothing from this company before Dec 7. If I had received a reminder email as they claim, I would've cancelled the pending order. Furthermore, no signature was required for any deliveries. I would ask that the company produce a valid signature, because I certainly never provided one.
  
  Sincerely,
  
  *****************************

  

  Business response

  12/12/2023

  As stated in our original response, we make it as clear as possible that we are a subscription club in several Welcome emails, confirmation emails, web pages, FAQs, and Terms and Conditions. Ive attached screenshots of the email information which has been date and time stamped along with the tracking information which states the wine has been signed for. 
  
  Gmail states you or someone with access to your email opened the **** reminder email on 12/03/2023 at 7:45 AM. Screenshot attached. 
  
  We are required by federal law to verify someone 21 years or older is signing for the order since it is alcohol. The product was accepted and signed for on Friday 12/8/23 at 11:04 AM - never returned to us.  Screenshot attached.
  
  Refund policy on our FAQ page here: *************************************************************************************

  Customer response

  12/12/2023

   
  Complaint: 20979008
  
  I am rejecting this response because: I'm sorry, I can't see any attachments. I concede that this may be a technical issue or user error on my part, but I would very much like to see the evidence provided, as I know for certain that I never opened an email from you on Dec 3 and I never signed for a delivery.

  Regardless, it seems that we are at an impasse. I have offered to return your product, you refused. I requested a refund, you refused. If I can't get my money returned, I will file further complaints with the **** and post my experience on social media.
  
  Sincerely,
  
  *****************************

*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. ↩