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:12/02/2024

  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 received a $100 coupon from a friend using their referral program which I used on 10/31. I was not informed that this would then lead to a monthly fee. On 11/29, i was alerted to the $40 charge. I contacted their customer service via email (no chat or phone was available) and asked about the charge. On Nov 30th, I received a reply explaining the ***** membership monthly charge. I told them I did not want to be a member and to please refund my money. I then received another email from ******* with information about what they charge and that "There's never an obligation to place an order" and that the "$40 is there for when I want to buy wine. " The email said "Any unspent balance in your Wine Account is yours to spend forever." This was along with the instructions on cancelling. I replied back on Nov 30th: "I did not sign up to have money deducted each month. I never approved or asked to be an *****. This is deceptive to offer someone a coupon than sign them up for this club! I want a refund of the $40 charge. When will I receive that? " Then on Dec 1st, I received a notice that my account was cancelled. I called on Dec 2nd and spoke with *****/***** and was told because the account was cancelled, they keep the money--that is their policy. Then upon further review, she said that the security team cancelled it because I opened a dispute on Nov 30th with ****** (the merchant the charge when through) and the refund will come from them (bank or ******) within 30 days.

  

  Business Response

  Date: 12/13/2024

  Hi ********,

  I apologize for the unexpected charges to your credit card. The wines you purchased back in October were a part of a promotional case that is meant to enroll in our Angel ******** Just in case the details listed on the website are missed, we send out a series of emails to make sure you know about your status and to give you the opportunity to opt-out, however I can see some of these emails were never viewed. It is never our intention to surprise or trick customers into joining and the Angel ******* is completely voluntary and can be cancelled at any time. I can see you initiated a chargeback before we were able to reply to your initial email, as we were closed for Thanksgiving. Unfortunately once a chargeback is initiated with your bank we are unable to refund you directly. I'm so sorry for the inconvenience caused. It can take up to 30 days to see a refund from a chargeback, but your bank should be able to help you with any questions you may have. I hope you've enjoyed the wines and again I'm sorry for any misunderstanding. If I can do anything else to assist you please let me know.

   

  Kind regards, ***** F CHT Manager

• Initial Complaint

  Date:11/30/2024

  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.

  Greetings all who stumble across this; you're probably here for the same reason I am: this company screwed you out of $40 or ******* my HelloFresh shipment I received a $100 coupon so long as I ordered $160 worth of wine from NakedWines. It was a great deal, so I decided to use the coupon and get 6 bottles of wine.The wine was great, and that was supposed to be the end of it. But all good things must come to an end. In some shady manner, this company decided to do everything they can do within the extent of the law to hide that you're also signing up for their ******************* when you give them you're banking details to buy that ONE TIME purchase of wine, you're also giving them the ability to charge you for their ********************* is a recurring $40 charge that they use to "give to wine makers." They do inform you of this, which is why it's even legal in the first place, but it is incredibly discreet, shady, disrespectful, and just downright heinous behavior from a company. They were sued in ********** over this, and it seems they made some small modifications to just BARELY be legal, and that was it. They still have this terrible system that they know is a scam. What an absolute disgrace of a business. You should be ashamed of yourself for this. I get more respectful behavior from Indian tech-support than NakedWines gives it's customers.Why not just do business in a way that is respectful of your customers? You would have actually had a repeat customer if it weren't for your shady, disgusting business practices.Oh and the icing on the cake is that they tell you that your money is nonrefundable on the website. Thinking my $40 was dust in the wind, I used it to buy 6 of their cheapest wine. Turns out they do allow refunds for people they scammed with their "Angel ********* they just tell you that they don't on their website.I would like my order canceled and my money returned.P.S. change the name from ******* to "We want to F you over."

  

  Business Response

  Date: 12/13/2024

  Hi *******, 
  Thanks for getting in touch. I want to apologize for any misunderstanding there's been with becoming an Angel. 
  
  When you placed your initial order, you selected a promotional case intended for customers interested in becoming Angels. Just in case customers miss this information on the case page and listed at checkout when ordering, we send out a series of emails to ensure you know you have signed up and will begin contributing to your account. It is never our intention to surprise or trick customers into joining.
  
  As an Angel, once a month $40 is charged to your card and set aside in a wine savings account for you to use toward future orders with us. It is always your money to use and while closing your account does not automatically refund your balance, we are always happy to help with that if your sign up was not intentional. 
  
  I'm glad you've enjoyed the wines and again I'm sorry for any misunderstanding. If I can do anything else to assist you please let me know.

  
  Kind regards, ***** F CHT Manager
  

  
  

• Initial Complaint

  Date:11/14/2024

  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.

  Naked was charging us $40 a month after our first purchase without ever notifying us. When we logged into our account and went to our subscriptions tab, it stated there was no active subscriptions. We had to contact them directly and have a representative manually cancel it.

  

  Business Response

  Date: 12/13/2024

  Hi Mr. *************** want to apologize for any misunderstanding there's been with becoming an Angel. When you placed your initial order, you selected a promotional case intended for customers interested in becoming Angels. Just in case customers miss this information when ordering, we send out a series of emails to ensure you know you are signing up. These emails were sent to ************************** and I can see some of these emails were never opened, however the one alerting when the initial contribution would be made was. Additionally several orders were placed using the balance that had been accrued, so we assumed you were aware of your involvement. It is never our intention to surprise or trick customers into joining. Of course the program is a completely at-will service and can be discontinued whenever you choose. I'm sorry you had difficulty cancelling on your own but I can see an agent was able to help you close your account as of 11/14/2024. Your $40 has been refunded back to your card on file. I hope you've enjoyed the wines and again I'm sorry for any misunderstanding. If I can do anything else to assist you please let me know.

  Kind regards, ***** F CHT Manager 

  
  

• Initial Complaint

  Date:09/25/2024

  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.

  I never signed for monthly subscription nor monthly deposit. Money was taken from my ****** account without my approval and without my knowledge. This should be consider as illegal business practice.

  

  Business Response

  Date: 10/22/2024

  Thanks for getting in touch. I want to apologize for any misunderstanding there's been with becoming an *****. I'd like to help.
  
  When you placed your initial order, you selected a promotional case intended for customers interested in becoming *****s. Just in case customers miss this information when ordering, we send out a series of emails to ensure you know you have signed up and will begin contributing to your account. We don't ever want to surprise or trick customers into joining.
  
  As an *****, once a month $40 is charged to your card and set aside in a wine savings account for you to use toward future orders with us. We don't take a fee and that money is always yours to spend the next time you wish to order wine. There's never an obligation to place an order, and we don't automatically ship any wine to you, so you are always in control of how your money is spent and when you receive your wine.
  
  Some perks of being an *****:
  - A savings of up to 60% on all wines
  - Access to all of our wines including ***** exclusive wines
  - An ***** sample bottle each month with a full case order
  - Special offers only for *****s
  - Access to our mobile app
  
  The program is a completely at-will service and can be discontinued whenever you choose. I can see your membership was cancelled, as of 9/25/2024, and a refund of $40 has been issued to your ****** account . I hope you've enjoyed the wines and again I'm sorry for any misunderstanding. If I can do anything else to assist you please let me know. Kind regards, ***** ******** nakedwines.com
  ****************
  M-F: 6 AM to 6 pm PDT
  Sat-Sun: 8 AM to 5 PM PDT
  

  
  

• Initial Complaint

  Date:08/27/2024

  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.

  On August 15th, we ordered some wines from Naked Wines, order #: ********. They sent the wines in 3 boxes with their courier of choice ****** Only 2 boxes arrived. The 3rd box of 6 wines never came to my home. I reached out to Naked Wines about my missing order and they said that it was stuck in a ***** hub. No other information was given. For over a week, no wine had arrived and Naked Wines has done nothing to resolve this issue. Now this is wine and the integrity of the wine is in question with the amount of time between ship date and the actual date where this is in an uncontrolled temperature environment means that the wines are no longer drinkable. I reached out to Naked Wines again and once again I receive a lackluster response...no action just a response to say they responded. I called the company and their representative ***** said that she understood and whether I wanted a refund or for them to replace the case. I said that I enjoyed their wines and would take a replacement. She said someone on their team would be in touch that day to make the replacement order. Three days passed and no email about a replacement, so I email her and she tells me that the Shipping Manager has told her that until their resolve their issue with ***** they won't send me replacement bottles of the missing wine. So now Naked Wines has my money but I'm not refunded nor is my wine replaced. They pretty much have my wines and money held hostage until they figure out internal courier problems and have left me with nothing. How is that fair to me and what type of customer service makes an offer which is immediately rescinded because of a shipping manager...so the customer is disadvantaged and held hostage to internal shipping issues. What a lack of integrity from Naked Wines for doing this to a loyal customer.

  

  Business Response

  Date: 09/12/2024

  We issued a replacement order on August 28th for the missing wine. Our system order number for the replacement case Is ********, and the replacement order arrived at the customer on September 4th of this year.
  
  Additionally, we issued a refund of $75.99 to their **** card today after the customer responded to us via email, in reply to an email we sent them yesterday. I called the customer on September 11th, 2024, left a voice message due to not being able to speak to the customer over the phone, and sent a follow-up email, to which we received a reply thanking us for the replacement order.
  
  Attached is their reply, thank you.

  Customer Answer

  Date: 09/13/2024

  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.
  
  Thank you

• Initial Complaint

  Date:05/09/2024

  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.

  Received a voucher for nakedwines.com for $100 off a case of wine $160 or more. Added case to checkout, proceeded through checkout (provided my name, address, and billing), then saw the coupon was not going through. I then canceled before I placed the order. However, the website has saved my billing information, and I have absolutely no way to remove it or delete my account. My information is being held hostage on this website.

  

  Business Response

  Date: 06/13/2024

  The state of MO doesn't allow us to use our vouchers, however we do have an alternate offers that gives the same bargain as the voucher for MO customers. We have some cases pre-built and discounted to match the same deal as the voucher for folks in states that don't allow our vouchers. If the customer calls in (**************) or emails us (*******************), our customer happiness team will be more than happy to help as they always are.

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service 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.

  When I realized that I was being charged $40 per month, I cancelled my account. I got a call from their representative and told her that I did want to cancel my membership but I would like to use the current balance in my account to purchase wines at my leisure. I am currently trying to place an order but am not able to access that money toward the purchase. I have tried repeatedly to call them, but their phone numbers are not in service. Emails to them have not been returned. I want my money refunded to my card.

  Customer Answer

  Date: 09/14/2023

  Hello,
  
  This is to inform you that the issue has been resolved for # ********.  I was contacted by them this morning and they will be refunding $400 to my credit card.
  
  Thank you,
  **********************************
  

  
  

• Initial Complaint

  Date:09/08/2023

  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 tried to order another case of wine and receive a gift bottle of a special wine. Paying for it with my $100. balance.Got a msg. saying my ****************, does allow me to have anymore. Huh! That's as far I get. I was also unable to stop my monthly payment so I stopped payment using my credit card. I do a lot of entertaining, socializing and gifting of wine but seldom do I drink it. I drink beer! ***** light an ****** Lite but do keep a small pile of wines for guests and invites. For now, I want a refund.

• Initial Complaint

  Date:08/15/2023

  Type:Order 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 canceled my subscription and theyre still charging me. I would like a refund.

  

  Business Response

  Date: 08/21/2023

  Hi **** - Relived to see that your account was canceled and refunded on our end. Please feel free to reach back out to our Customer Happiness Team at ******************* if you have questions or need a hand!

• Initial Complaint

  Date:07/31/2023

  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.

  I have been attempting to delete my credit card information from their website and there is no way to delete the information. The site offers you the chance to add a credit card but not delete a credit card. This really makes you wonder about the companies business ethics and honesty.

  

  Business Response

  Date: 08/29/2023

  Hi ******* -- 
  
  Our Security Team is able to remove CC info from accounts - They're taking care of yours now.
  
  We stand by your account + your money being in your control - If you're ever having trouble managing your account you can send a request to our Customer Happiness Team at ******************* and they will take care of it for you.
  
  Thanks so much for trying our wines and for giving us a chance to make this right!