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Complaint Details
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Initial Complaint
01/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have signed up for a quarterly wine subscription which means I get 6 bottles every 3 months. I pay quarterly. I truly do enjoy the service and the wine. However, for my December 2021 shipment I received and was charged for 2 boxes. I have called in to the company twice to try to resolve this and both times they have said someone will call me back. My first call was in December when I caught the issue, the customer service rep at that time acknowledged the issue and said someone would call me back to resolve it. Then I tried calling again (after they hadn't called me back in December) on 1/24/2022. Same result with that call; was told I'd get a call back and no call back ever occurred. FirstLeaf has made a mistake charging me/sending me two boxes of wine and is just expecting me to be OK with this and pay for their mistake. I feel the the appropriate resolution is for them to refund me for the erroneous 2nd box/shipment. It's frustrating I have to reach out to the Better Business Bureau as the company is simply not willing to take care of this with just me trying to communicate with them.
Business response
01/31/2022
Dear BBB,
Thank you for the opportunity to respond to this inquiry. We would be happy to explain what has transpired.
On December 01, 2021 at 4:30 pm we sent an email regarding date changes for our members during the month of December. The email (Pull forward email) was sent to ********************* at ************************** about the upcoming shipment. That email was opened at 5:36 am the following day (12/5/21). We also sent a second email with a reminder about that shipment on December 5, 2021 at 7:00 am. As we were not contacted about a cancelation, the order was then processed on December 13, 2021 at 5:42 AM.
While many members found this adjustment to be helpful, it came to our attention that these emails have caused some confusion. We always want to make sure members are aware of their upcoming shipment/credit card charges. We have a deep passion for understanding what individual members like and feel that their membership should be just as personalized as the wines they receive.
********************* then contacted us after the orders were delivered to cancel them. In his complaint to the BBB, he is stating that he would like a full refund for the second order. This refund has been processed today, January 31, 2022 at 3:49 PM for the amount in full, $96.68.
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
02/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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Contact Information
Customer Complaints Summary
22 total complaints in the last 3 years.
11 complaints closed in the last 12 months.