ComplaintsforOrganic Wine Exchange

• Initial Complaint

  01/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Cancelled my order for no reason and did not send after I paid. Made up lie about the wine, was not able to be overnighted. Took 166.00 from me and I placed my order past Thursday 1/19/2022.

  Customer response

  01/25/2023

  This is ***** ********-**** I need rush shipping refunded. I also to was mislead by Miss *** ****** and was allowed to check out when one of the wines could not be rushed shipped. Thanks kind regards ***** ********-**** 

  Business response

  01/31/2023

  I have attached many documents to counter the complaint that was made against Organic Wine Exchange by ***** ********-****.  The package he ordered was shipped out and delivered in the timeline of our Terms and Conditions and we were in communication with him about the shipping date and partial refund.  When he believed his order was not partially refunded and even canceled he changed his tune.  However neither was true and we have emails that were sent to ***** to explain the new trac**** number and eventually also sent him the explanation for the refund delay and proof.  I believe both happened later than he anticipated, thus his decision to file a complaint.

  1. ***** ********-**** BBB Timeline of events.
  2. ***** ******** -****  Invoice_84099 - Refunded
  3. ***** ******** -**** Credit Card Refund Proof
  4. Email - HI *****, ... about your order (84099) - 01_19_2023
  5. Email - Why did you cancel my order!
  6. Email Confirmation - Your wine shipment has been delivered!
  7. 4 Voice Messages left by ***** ********-****

  *****'s order was placed on Thursday 1/19.  Typically we would ship either 1/20 or 1/23, but due to inventory delays we shipped on Tuesday 1/24.  The package arrived on 1/26 with 2 Day shipping. 

  
  

  I understand Mr. ********-****'s frustration that the package he purchased was not going to arrive in the time he desired.  However, if he read the terms and conditions for "Rushed Orders" he may have understood.  Even with the terms in place, we returned his call the day after he placed the order to let him know the shipment would not be going out on Friday 1/20 due to one product item not being available and that he had options:  We could send a replacement bottle or a refund for the bottle we did not have in stock that day, and we would ship it right away, or he could wait until Tuesday 2/24 and we would ship it with everything exactly as he ordered.  He agreed to these terms and at that point also agreed to not have it Rushed (2 Day Shipping), and change it to Ground with a partial refund on shipping.

  
  

  There were no complaints until Monday 1/22/23.  At this point he somehow received a notification from FedEx that his shipment was canceled which was not true, only the shipping label was canceled and reissued, as we could not modify the original trac**** number.  After we made the new label and the shipment email was sent to him, I tried to call and email him explaining that we had to change the label (trac**** number) and that he has a new trac**** number (if he did not see it).

  
  

  In 2 seperate emails I sent him the new trac**** email and reassured him that his package was not canceled and on its way and it will arrive on Thursday as we discussed.  I also emphasized that we had to figure out what the difference in shipping would be and that credit card companies do not return funds to credit cards the same day and that it could take 2-3 days before he saw the refund.
  

  
  

  At the end of the day Mr. ***** ********-**** was impatient and upset that he did not get his package as fast as he would have liked and that the partial shipping refund did not show up on his card right away.  Our "Rushed" shipping is 1-2 business days after leaving the warehouse, and sometimes 1-3 business days to get the product if we temporarily run out, in which case we would contact the client to let them know.  Again, this is all in the Terms and Conditions on our website and there is nothing on our website that says "Rushed" is "Overnight".

  
  

  We refunded some of his shipping costs, yet we still shipped 2 Day Air just to make him happy.  I believe this exemplifies how we went up and beyond to get this package to him with the exact items he ordered and within our terms and conditions, and even gave him options.

  
  

  Thank you for ta**** the time to look into this complaint.  Feel free to contact me for any further questions.

  
  

  Enjoy the rest of your day!
  

  Cheers,
  ***ie ***** ******

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