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Business Profile

Retail Wine

Underground Cellar (Previous Ownership)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Wine.

Complaints

Customer Complaints Summary

  • 46 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/28/2024

    Type:Product Issues
    Status:
    Answered
    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 01/09/2024, I received an email stating the underground cellar would be declaring bankruptcy and that wines could be purchased at an 88% discount. They never mentioned in the email that the bottles of wine that I purchased would be wiped from my account and the money I spent lost to their scam. I have the email confirming the purchase of wine in 2020 but it doesnt give the amount and the wine is no longer in my account. I had over $100 worth of wine sitting in their cloud cellar that I want a reimbursement for. This was a total scam!

    Business Response

    Date: 12/04/2024

    Thank you for providing the opportunity to address the concerns raised in the complaint by *** ****** *****.

    We appreciate *** ****** concerns regarding his experience with the prior version of Underground Cellar. However, it is important to note that the Underground Cellar platform as it exists today is under entirely new ownership and management. Our team acquired certain assets, such as the website and name, during the bankruptcy proceedings of the former company, but we were not involved in the operations, decisions, or liabilities of the previous organization.

    Regarding *** ****** specific concerns:

    - CloudCellar Purchases: The previous Underground Cellar platform operated a system called CloudCellar, where wines were stored digitally until customers chose to ship them. Unfortunately, during the bankruptcy and liquidation process, many customers, like *** *****, were unable to claim their wines. This was managed entirely by ****************** the third-party entity overseeing the bankruptcy and liquidation process.

    - Desired Resolution: Since the current Underground Cellar is not responsible for these past transactions, we are unable to issue refunds or recover wines from the previous platform. We recommend *** ***** reach out to ***************** for further assistance in pursuing a resolution.

    We understand *** ****** frustration and want to express our sympathy for his experience. As the new Underground Cellar, our focus is on rebuilding trust with our customers and ensuring a positive experience moving forward. While we cannot resolve past issues, wed be happy to extend a gesture of goodwill in the form of a $50 credit for use on our platform should *** ***** choose to give the new Underground Cellar an opportunity.

    Thank you for allowing us to provide this clarification. If there are additional questions or if further documentation is required, please dont hesitate to reach out.

    Sincerely,
    Crista
    Director of Customer Experience
    *******************************************

    Customer Answer

    Date: 12/06/2024

     
    Complaint: 22615208

    I am rejecting this response because:

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:05/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In the last 12 months, I purchased $2700 worth of wine from Underground Cellars. As per the terms of the purchase, my wine was to be shipped to me at my request. Now that Underground Cellars has filed Chapter 7 bankruptcy protection, I would like to collect my wine. I realize that i may have to travel to the warehouse location to pick up my wine, but I have no problem doing that for the cost of what I have already spent. Thank you,*****************************

  • Initial Complaint

    Date:05/11/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 March 9 2023 I sent Underground Cellar $655.20 for 18 bottles of white wine and 6 bottles of Champagne. I had a mixed case delivered and left a case in the Cellar. My portal on their web site shows that I have $402 (12 bottles) inventory remaining in the cellar.

  • Initial Complaint

    Date:05/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 company shut down operations abruptly and gave no notice or warning to its customers. Unfortunately I have several bottles of wine which were previously purchased, that are sitting in their "cloud cellar". I have been unable to claim the wine that was purchased months ago, nor has the company responded to any emails or phone calls. One of the bottles of wine they are holding from me has a retail value of over $550.00

  • Initial Complaint

    Date:05/06/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Underground Cellars has 252 bottles of my wine in storage and declared Chapter 7 last week, refusing to ship any of the wine that l have purchased and paid for. I have ordered shipments last month, before the bankruptcy, but they didn't ship that. Isn't this illegal, to keep our money for purchases made but undelivered? This should be different than defaulting against creditors, as we made legitimate purchases and were awaiting shipment. We did not make loans; we made purchases. Apparently the company is not allowing customers to order shipments or even collect the wine in person. These wines are not company assets but sold merchandise. We should be allowed to pick up our wines. We did not buy futures; we bought actual bottles and paid for them. We need either the wine or a refund for all bottles purchases but not delivered. Otherwise this is fraud.

  • Initial Complaint

    Date:05/03/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Over the course of a couple of years I have purchased wine from Underground Cellar and stored it in their facility. From time to time I have had wine delivered from their facility to my home, in accordance with their promises. Presently I have 319 bottles of wine with a market value of just over $26,000 stored in their facility. Last week, Underground Cellar posted on their website that they were no longer selling or shipping wine. No explanation or notice, no emails, letters, or any time of notification was made beyond this posting on the site. My attempts to contact Underground Cellar have all gone unanswered. My attempts to have my wine shipped have failed. My wine is bought and paid for. If the business has closed, I want my wine, or to be reimbursed for my wine. Otherwise, Underground Cellar is stealing my wine, and the wine of every other customer who bought and stored wine with them. That is theft.

  • Initial Complaint

    Date:05/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Im writing to file a complaint against Underground Cellar. Ive ordered thousands of dollars worth of wine from this business during the course of the past year. Ive attempted to ship 32 bottles of wine that Ive already paid for, but find a message on the website saying theyve shut down and will not make any future shipments. I received no email communication or any other correspondence about the company shutting down. *** tried to contact the business via email and phone with no response. I would either like the wine or a full refund. I can provide receipts, inventory of what Ive purchased, and copies of emails Ive sent the company.

  • Initial Complaint

    Date:05/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Underground Cellar had a service whereby a customer ordered wine, and ********************** would keep it in their "cellar" until 12 bottles were purchased, at which time the customer could request the wine be shipped for free. I currently have 15 bottles of wine being held by Underground. I went onto their website to request shipment and found this statement: "As of April 24th, 2023, undergroundcellar.com has shut down for all future ordering and shipping.It has been our pleasure to serve you over the years and we thank you for your patronage and support." I have emailed to request my wine be shipped to me, or the money I paid for the 15 bottles be refunded. To date, have not received a response.

  • Initial Complaint

    Date:05/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Underground Cellar has abruptly shutdown and is no longer allowing customers to ship their wine they have spent several hundreds of dollars on. I have over $1000 worth of 31 bottles that I do not have access to ship. They have taken numerous customers money with the promise of them gettin one type of bottle and supplementing/ replacing them with lower crappier wine because they cannot fulfill their promise. They fired all of their employees and shut down all communication. I want to know how I will get my money and wine back

  • Initial Complaint

    Date:04/29/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have about 60 bottles of wine of mine that I purchased from them that I have not received.

Underground Cellar (Previous Ownership) is NOT a BBB Accredited Business.

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