ComplaintsforTop Shelf Wine & Spirits

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Upon selecting shipping methods, the company offers a "3-day shipping" option for a cost of $35. I chose this option in order for a gift to be delivered by a certain date. I received notification that my order was processed four days after I placed the order, and my order was delivered 10 days after I placed the order. I reached out several times to customer service and they told me the delay was due to a problem with their logistics operations and at most could offer me a $15 refund. I requested repeatedly for my complaint to be escalated to management, which they ignored. In addition, I tried to leave a review on their website, but it is apparent that the company only posts 4- or 5-star reviews, which is very misleading about the quality of the service provided.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order on TopShelfWineandSpirits.com. I have spoken to the same customer service representative that has been zero help and insists there is no one else I can speak with. I ordered around $500 worth of whiskey because I cannot find the bottles anywhere near me. The prices were great. However, I was told that the order would be here in 5-7 business days. The promises to call me back have not been met. The *** label has been created but the status is waiting to be shipped, or waiting on merchant, and has been that way for over a week. It should absolutely not take over a week to have a package picked up and shipped. Promises continue to be broken and at this point I feel like I have been absolutely scammed. I don't know what I can do next.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered 3 bottles from this company on 02/06/24 paid $28 to expedite today is 02/12/24 have reached out to them on 6 different occasions and have not gotten a response of yet so I had no recourse but to notify my bank.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order #GZDPXZL5Y Ordered, paid for, NEVER RECEIVED

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Jan 2, **** I ordered 6 bottles of mid-range whiskey (Bardstown Discovery, three different expressions, two bottles of each). On Jan 18th, the order still hadn't been shipped but I had been charged for since shortly after the order was placed.After some short back and forth where it turns out the items were not available/out of stock (I shouldn't have to reach out to find out if my items are in stock, they should have notified me when they weren't, I received an email from their Support (*********************) on Monday Jan 22nd stating:Hello ****,Thank you for reaching out.Kindly note that a full refund has been processed by our billing team and it will bounce back into your bank statement within 3-4 Business Days.I waited 4 days, no refund. I then contacted her again yesterday Jan 29th, where I once again received an email notifying me they had:Thanks for your reply.Kindly note that your order has been cancelled and you should an email confirmation about the refund shortly.Should you need further assistance, please do not hesitate to reach out to us anytime. We'd be so happy to help!Which brings me to today, still no email, still no refund. At this time they have had my money for almost a month with nothing to show for it. I reached out again, no response yet. I have queued up a dispute with my credit card company. I'm still hoping they do the right thing as I have ordered from them twice before and both times they did a good job of getting me my bottles.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order placed 12/17, contacted them several times via email because only contact information given. Received generic emails back stating they are researching. Still not resolved, item still not delivered and refund still not issued.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On NOV 19 2023 I place the order that included a 2 bottles of ************************* with Customized label. I received my order on DEC 1st but the bottles of ************************* are just regular ones, with no customized label I filed a claim on their web site but have not heard from them. My Order number is TS138956.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order with Top Shelf Wine and Spirits on Tuesday, December 5, 2023. The order is a Christmas gift for a friend in *******. Today I found out that the "estimated delivery date is December 18, 2023." I am writing to tell people whatever you do NEVER ORDER FROM THIS PLACE! They should post on their site that they **** and that if you order from them, your gift may not arrive on time. To Top Shelf Wine and Spirits I say this:You guys should tell people about the delays when ordering your products. It is so totally wrong that you do not advise people that no matter when you order, the order may not get there before the holiday. What is wrong with being honest with people. I placed this order on the 5th of December and now I find out that it will not even arrive until late December. Again I ask WHAT THE **** IS WRONG WITH YOU PEOPLE???? I am headed over to the Better Business Bureau to tell people not to order from you EVER!!!Thanks for ruining my friend's Christmas.

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a gift pack of liquor for a retiring coworker on 7/29 Order #***** the package was shipped according to email on 7/29 on or about 815 the package still had not arrived and ups was looking for it, UPS and I spoke on the phone he said he could not find and and they were contacting the seller. the next thing I know I get and email that the package is being returned to the shipper at the request of "anonymous". I was refunded 88 dollars of the 2.23 insurance plus 5.00 dollar gift card plus 99.99 gift pack plus 31.93 shipping cost. It looks like a scam to me.

  Business response

  09/03/2021

  Hello,

   

  Thank you for submitting a concern. We are sincerely sorry to hear that your package was not successfully delivered. Unfortunately UPS did not reach out to us regarding your package- however, I can assure that the package returning to us was not per our request. We are a genuine company that in all honesty, want our packages to be delivered safely and accurately to our customers. The only reason we do not refund shipping costs is that UPS charges us for shipping costs both ways and we would lose quite a lot of money if we refunded all shipping costs in case of failed delivery attempts. This is written on our refund policy, which you may access on our website at the bottom. All of our policies are very transparent to our customers and we encourage reading our policies prior to shopping- we are a small family business, so we love to make things as transparent as possible. Even in our personal experience with shopping with larger companies, policies get extremely long and confusing so we try our best to be as clear and compassionate as possible. Oftentimes, many liquor companies will not refund any money for returned packages regardless of the reason. We wanted to be competitive in that sense, and care for our customers which we believe even a partial refund is better than none. 

  Again, we are in all honesty sorry to hear that you did not recieve your package. As you consented to our refund policy by purchasing on our website, we cannot reimburse you for shipping costs but if you'd like to recieve a compensation for the troubles, please do not hesitate to reach out to our customer service email. We hope you have a wonderful weekend ahead!

  Customer response

  09/06/2021

  I have read their policy, I did not pick the shipper or refuse the package, after that package left their location, I had no control over it.  I have my packages collected at the *** down the street for this very reason.  I cannot always be here to accept them.  They should probably choose another shipper. 

  Business response

  09/07/2021

  Thanks for the additional comment! We actually have vetted various shipping carriers and have tried many in the past- we have found UPS to be the most trustworthy and typically the most reliable, which it was not for you in this case and we apologize for this. As you stated you have read our refund policy, you  understand that we do not offer refunds on shipping costs but let us know how else we can make it right for you. Thank you!

  Customer response

  09/08/2021

   I don't think you're capable.

*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. ↩