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Business Profile

Retail Wine

Wine.com, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Wine.

Complaints

This profile includes complaints for Wine.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Wine.com, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 4 complaints 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:10/06/2022

      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.
      I made a purchase order ******** at wine.com and they were supposed to use my remaining gift card but instead charged my card ending **** $35.58. I asked wine.com to fix and they refunded my card ending **** for the mistake but then also debited $35.58 from my card ending **** on 9/24. I have since sent 4 emails asking for an explanation and refund for the second mistake and no one has responded.

      Business Response

      Date: 04/28/2023

      Hi *******,
      My Name is *****, I am a member of the Leadership team at Wine.com. I want to start off with a sincere apology for the inconvenience. Moreover, I am sorry for the delay, we do not intentionally ignore E-Mails I would like to have our team investigate this error. 

      Thank you for your feedback!

    • Initial Complaint

      Date:09/17/2022

      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 August 14th, I used a gift card I had received from a friend for Wine.com. When ordering they also requested a credit card # be provided because I went $0.16 over the value of the card. On the 19th I received notice that one of the wines was out of stock. This seemed to trigger something in their system because on August 22nd my credit card was charged for the same amount my gift card was for, so double billing me. I chatted with a rep ****** that day and the rep said they forwarded my issue to the credit department for a deeper look.???? I contacted them on the 24th and the rep(*****) said there was no updates on this issue except that management assistance was requested because the refund had an error in processing. On the 27th I chatted with ******* and she said the previous agent requested a refund but it could take 3-7 days. She also said that "it appears the gift card should have been the only thing applied and the payment on file was charged in error." Fast forward to September 27th. I received my credit card statement and the charge is still on there and no credit. I chatted with ****** this time and he said he would 'escalate my original request to his supervisors." So obviously nothing has been done.

      Business Response

      Date: 04/28/2023

      Hi ******,
      My Name is *****, I am a member of the Wine.com Leadership team. I want to apologize for the billing error you experienced with your first order. We try our best to make the order experience as problem-free as possible. After reviewing your account, I was able to see all was eventually corrected, which I am happy to see. However, this is no excuse and should be resolved sooner. Your complaint has been well received and will be used to correct our flaws.

      Thank you for the Feedback!

    • Initial Complaint

      Date:09/12/2022

      Type:Customer Service 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 9/10 I placed an order online via wine.com for a specific bourbon they had on their site. Before ordering, I contacted their customer service team to confirm availability and to confirm if there were any limits for ordering. I was advised there were no limits and they're able to ship to **. It was over a $7k order. Flash forward to today, 9/12/22, I attempted to get in contact with customer service again and was advised my order has changed from 70 bottles to 1. I was also advised that it is due to being unavailable. I then contacted *** at their corporate headquarters and he attempted to assist. He gets ahold of "***************" Director of Merchandising who informs him that no, they are limiting it now to 1. They have also now raised the price on their site to an estimated $699 per bottle. I purchased this at $109 a bottle. I have been lied to and told different stores from not being available to limiting to price gouging. **** would not take my call and I am now told to wait 48 hours for a manager. This is extremely concerning as they have two +$7k holds on my credit card and don't want to provide a long term solution. I want my original order filled at 70 bottles.

      Business Response

      Date: 04/28/2023

      Hi *******,
      My name is *****, I am a member of the Leadership team at Wine.com. I want to apologize for the inconvenience of this entire transaction. I fully understand that sudden changes to pricing can create a frustrating experience please know that this is not the type of service we want to give you or any of our customers. 
      Thank you for the feedback!

      Customer Answer

      Date: 04/28/2023

       
      Complaint: 18015031

      I am rejecting this response because: there is zero ownership. No solution just an admittance of them fraudulently changing prices on the back end. They need to be avoided at all costs. 

      Sincerely,

      ***************************

    • Initial Complaint

      Date:09/07/2022

      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.
      My yearly membership was auto renewed despite my selection of "do not renew automatically" with wine.com. When I realized the auto-renewal on seeing the charge on my statement after a couple of days the business promised to process a refund (I have the chat notes) and later refused the refund. Please refund $64.39

      Business Response

      Date: 04/28/2023

      Hi ******,
      My name is *****, I am a member of the Leadership team at Wine.com. I am sorry this auto-renewal occurred unexpectedly. You should have been notified before the renewal date. I have double-checked your account to confirm you were refunded and opted out of any future renewals.  
      Thank you for the feedback!

    • Initial Complaint

      Date:08/10/2022

      Type:Delivery 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.
      ZAT THIS COMPLAINT CONCERNS ZAS WINE.COM DENIED ZAS ********************************************** ZAS SAVOAED ****************************************** FOR MINED SA ORDER NO ******** ZOTTED MAY 7. 2022 ZATTED RECEIVED VERY POOR RATZOAS FULLY DENIED BOTTLES WITH SEVERELY ROTTED BOTTLE SEALS DENIED NOT ANYTHINGED. I SA AM SEEKING FULLED REFUND FOR THIS ORDER DENIED FULLYED DENIED ORDER NO. ******** AND AMOUNT $73.63 DAEDED.

      Business Response

      Date: 04/28/2023

      Hi ******,
      My name is *****, I am a member of the Leadership team at Wine.com. I am so sorry for the inconvenience. I will review your account to confirm your refund was completed.
      Thank you for the Feedback!

    • Initial Complaint

      Date:08/02/2022

      Type:Service or Repair 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 July 20, 2022, I purchased a $52.99 bottle of wine from Wine.com due to an offer provided by their "trusted partner since ****," CouponCabin. A stipulation of the offer was that I could not use any coupons or codes, which is why I didn't use for instance a first-time customer offer of $20 of my purchase. Furthermore, due to Wine.com's large shipping fees, one actually must spend right around $75.45, as I did, to qualify for the order, as the $50 minimum purchase excludes the cost of shipping.Although CouponCabin does indicate that Wine.com does "not accept missing transaction inquiries," whether or not the offer is honored is left up to the whims of Wine.com and whether they report the purchase to CouponCabin, which seems like a very shady way to offer a significant discount on a large purchase. A business ought not to be able to indicate that the customer might receive $50 off their payment total before placing the order, and then conveniently not report the purchase so that the discount is null and void. I believe both businesses are culpable here, as each can volley the blame for the lack of fulfillment of the offer with "That is not a [sic] offer that we have here at Wine.com. You would need to contact Coupon Cabin in reference to the discount." from Wine.com and "Please know that we're on your side here and are equally frustrated by this, because we did not receive our commission for your order either, and like you, sure wish we had. Please know that we have done all we could here under the restrictions set by Wine.com." This offer needs to be discontinued, as it's misleading and leaves fulfillment of an offered discount shrouded in mystery--with no recourse to either company. I would also like to have the discount honored, as I carefully followed all steps to secure the discount. I therefore assumed that even with the reporting warning, a discerning customer who carefully follows instructions ought to be able to get the promised discount.

      Business Response

      Date: 04/28/2023

      Hi *******,
      My name is *****, I am a member of the Leadership team at Wine.com. I sincerely apologize for all mishaps and confusion here. Unfortunately, we are not affiliated with CouponCabin, therefore any promotion from there will not work on our website. We do have plenty of ongoing promotions that will benefit your orders. I am really sorry for any confusion.
      Thank you for your Feedback!

    Wine.com, Inc. is NOT a BBB Accredited Business.

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