ComplaintsforVinesse Wines

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 10, 2023, I clicked on a "reservation" button contained in an unsolicited email add, not intending to buy anything, but simply intending to view a product description. I immediately received a "Thank you for your order" response in the amount of $284.34, advising that a case of wine would be shipped. By email I advised [email protected], Order No CC0****381 10****789, that the order was placed in error. The email also contained a member no. 185090845, which I thought had been previously cancelled. I advised vinesse that the order was cancelled and directed that no wine be sent, and that any charge be cancelled. The following day, April 11, 2023, the charge appeared on my credit card statement, and I called vinesse by phone, spoke to a person named Jessica, and asked that the charge be cancelled. Jessica informed me that she could not reverse a credit card charge, even if the product had not yet shipped, but she could credit my account and send other things. I informed Jessica that I wanted a refund of the full amount. I filed a dispute with the credit card bank on that day, disputing the charge. That's where it stands, I want a refund and vinesse refuses. In the mean time, FedEx has delivered the product, April 13, and I have declined to accept it, directing it be returned to sender.

  

  Business response

  04/13/2023

   

  We apologize for any inconvenience this order may have caused you. The eMail in question offered a Luxury Lot Clearance sale, which as per the copy of the eMail “features ‘a little of this’ and ‘a little of that’ from some of the most prestigious wineries throughout the world.” It goes on to state “You can rest easy knowing your mystery case of premium wine includes high-quality, rich wines;” as such, these collections are random, and the exact bottles featured in them would not be able to be enumerated in the eMail as this would differ for each order. Clicking “reserve yours now,” as you say you did, takes you to the ordering page, where the various bottle counts and their pricing are displayed in a drop down menu. You then have the option to join the club from which this surplus order was generated if you wish, and then, if one clicks “complete your order,” the system does process the order in question. I include a screenshot in attachments for review. We regret that this was done in error and you elected not to receive your purchase. We show it is en route back to our warehouse now. When it arrives, we will be able to offer a full refund to you, but it will be necessary to drop the dispute with your financial institution in order for us to action this item. Once the dispute has been dropped, please let us know, and we can take care of that for you.

  Customer response

  04/17/2023

  
  
  I am rejecting this response because:  The credit card bank informs me they have contacted you regarding the disputed charge and have NOT heard back from you.  Please respond to the bank and I will drop the complaint
  
  Regards,
  
  H***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  05/17/2023

  We see that you have filed the dispute and for us to make the accommodation as promised. You would need to drop dispute in order for refund to be issued on the specific transaction. 

   

  Thank You,

  Customer Support 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing a complaint for Vinesse's refusal to provide a return shipping label and refund. I received order # 4****43 / Customer Order # 9*****7 as a gift from another account holder . I called Vinesse Customer Service on three occasions to request instructions on return shipment and refund procedures. I was told to take the box to FedEx and I would not be charged shipping. I was told once the returned order was received a credit of $79.99 would be applied to account holder's Vinesse account. This amount represented less than the original sale price. As instructed by three Vinesse Customer Service representatives, I took the box to FedEx and was told FedEx would not accept return shipment and that Vinesse had to provide shipping label because box had been opened and due to the alcoholic content. I sent an email to Vinesse documenting my calls t their Customer Service Department and my attempt to return box as instructed by Vinesse Customer Service and FedEx's response. Vinesse replied to my email stating they do not supply return labels and would offer "a discount of 40% to keep the wines as a one-time courtesy, but this would be the limit of the accomodations we can offer to you. - G***** ******, Customer Service Specialist". I do not want to keep the wine, with or without 40% discount. I want to return the product and a refund. BBB, thank you for your attention to this matter.

  

  Business response

  04/12/2023

   

  We regret any continuing inconvenience this situation may be causing you. In looking over the details of this account, we see that this was an order places as a gift at the account holder’s request. We regret that you do not consume alcohol, but this is a circumstance we could not have foreseen and is out of our control. We wish to be as accommodating as we can in this instance, but a return label is not something we can provide as it is not a service our company offers, nor do we offer refunds due to the necessity of disposal of returned wines; they cannot be resold once they have been offered to a patron. Much like a meal at a restaurant, once refused, they must be destroyed. We regret that you were not able to ship the wines back to us, but it is not a policy of ours that prevented this. We were not informed on any of the occasions you spoke with us over the telephone that the box had been opened; this was shared with us later, through eMail. We note that a 40% discount is unsatisfactory to you and can make one final accommodation which would be to keep the wine for the introductory rate we offer to new members, which is $39.98. Please let us know if this is suitable, or what other accommodation we might be able to offer within the guidelines laid out above.

  Customer response

  04/12/2023

  
  
  Complaint: 19927377
  
  I am rejecting this response because: it does not address how the balance of the order will be resolved. I will conditionally accept the $39.98 Introductory charge for the shipment received AND receive a REFUND for the overage paid from the original purchase of $ 86.59.

  Conditional acceptance is provided if the shipment received will be charged at $39.98 (includes shipping and taxes) AND a REFUND of $49.61 will be credited to the original purchaser's credit card within 7-10 days. 
  Regards,
  
  T**** *************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/13/2023

  There was no overcharge on the transaction in question. The order was 79.99 with free shipping and taxes are assessed which was charged accordingly with the state of CA. Of course you will be receiving the refund for the amount of $46.61 which is the amount charged less 39.98. You should see this reflect within 3-5 business days dependent on the size and efficiency of your financial institution. Please let us know how we can be of more assistance. Have a great day. 

  Customer response

  04/14/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19927377, and find that this resolution is satisfactory to me. See below the terms of the agreement to finalize this complaint:
  

  MESSAGE FROM BUSINESS:
  
  
  There was no overcharge on the transaction in question. The order was 79.99 with free shipping and taxes are assessed which was charged accordingly with the state of CA. Of course you will be receiving the refund for the amount of $46.61 which is the amount charged less 39.98. You should see this reflect within 3-5 business days dependent on the size and efficiency of your financial institution. Please let us know how we can be of more assistance. Have a great day. 

  
  Regards,
  
  T**** *************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought my mom a subscription and she never got her alaska miles from them. I canceled both wine subscriptions on 3-12-2023 and was charged 172.18 on 4-4-2023 em***ed the vienese and was told yes it's canceled. Then I asked for my money to by credited back to my bank account and I was told by them it must be a different wine club. Then was told they couldn't stop the shippment. It never should have been put in place. Today is 4-9-2023 and I just received a FedEx notice that my wine will be here tomorrow. I WILL NEVER BUY FROM THIS COMPANY AGAIN.

  

  Business response

  04/10/2023

   

  We very much regret any misunderstanding and subsequent inconvenience this may have caused. In investigating your total combined purchase history, we do show that one introductory offer was redeemed in your own name on 31 Dec of 2022. This account, 88******3, was redeemed in accordance with the terms and conditions of the offer as set forth by Alaska Airlines, and so 2000 miles were awarded along with this introductory offer. We also show that second account was created under the name of G*** ********, 8******45, on 2 Jan 2023. 2000 miles were awarded on that introductory offer as well. While we continue to regret any inconvenience the processing of G***’s second shipment may have caused, we did honor a 20% discount on that order which processed before you cancelled, and also have loaded the 3000 miles owed for it which should be av***able to you shortly. We strive to provide the best customer service possible and regret that the online cancellation process proved problematic for you. We are always av***able in the office by phone if that is more convenient, at ###-###-####, M-F, 6-4p PST. Please do let me know how I may continue to assist you. Thanks for contacting Vinesse, and cheers!

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed up their trial offer. Got a box of wine that was tremendously overpriced and not what was advertised. Their advertised wines and what actually arrives are totally different. I emailed customer service and was told that I was shipped what was available at the time for my area. Hmm... So, you advertise one thing, picture one thing, but then ship what you have. Well Done! I then asked to cancel my subscription and was told that it was cancelled. I didn't think much about it until a few days later when I got two charges on my bank account, one for $168.65 and a second one for $117.66. I instantly emailed customer service only to be told to call customer service. I have now made FIVE calls to their customer service only to sit on hold and never get to a representative. After reading the other reviews and seeing over 90 BBB complaints alone, it is very obvious that this company only cares about your money and nothing else. Gas station quality wine and non-existent customer service. The owner should be in jail.

  

  Business response

  03/07/2023

  Hi Mark,

  We really do apologize for the experience you’ve had with us. We have checked all of our records and are unable to find a request for cancellation during the timeframe you mention, though the account has now been cancelled, with cancellation ID 840447. You may save this reference number for your record; it certifies that there will be no further recurring shipments in either the Elevant Society or the American Cellars Wine Club. Further, we have issued full refunds for both of the Elevant shipments which processed before your request for cancellation. We halted one of them, but have allowed the other to continue to be delivered to you as our gift, as a way of apology for the inconvenience. Should you have any other concerns regarding this or any other issue involving Vinesse, please do let us know how we may be able to continue to be of assistance.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a trial membership and had the trial wines ordered and sent. No problem there. However, the emails that Vinesse sends are deceptive. If one clicks the email accidentally, they automatically charge and ship the advertised promotion. There is no confirmation of the purchase. Even when calling or emailing Vinesse, they state that they are unable to cancel any pending or confirmed orders, regardless if they have been shipped or not. Really? It's 2022. I admit to clicking on the email, but only to view the promotion. However, Vinesse billed me twice stating I ordered both promotions online. I was told that I could refuse the package when it arrives, but that they would only provide me with a merchandise credit for future wine. This is not okay. I have contacted my credit card company and have disputed the charges. Vinesse has extremely deceptive selling practices, and horrible policies in play.

  

  Business response

  12/28/2022

  We regret any misunderstanding regarding the Cyber Circle system, which is the system through which you inadvertently placed the ordered you reference, through eMail. The eMails do state that they are part of our Secure 2-Click Ordering System. Once a member opens an eMail, the member has the opportunity to review the offer and if interested, to click the link within the eMail. Clicking that link (1) takes you to our website, where the pricing and bottle count options for the order in question are displayed. Clicking the order button on our website (2) does place the order. To your point about it being 2022, that is correct, and as such we have very efficient ordering and processing practices. We assume that our members want the orders they place, and so they are filled as quickly as possible. Once they reach a certain point in their processing, it is not possible for us to cancel them, and we regret any inconvenience this might have caused you. In this instance, we can waive a portion of our return policy and offer a refund less the return shipping and handling, but this would be a one-time courtesy and not repeatable, for all of the reasons mentioned herein. However, if a dispute has been raised over this transaction, we are unable to process any accommodations. If you would kindly notify us following the dropping of this dispute, we would be happy to process the refund detailed above.

  Customer response

  12/28/2022

  
  
  I am rejecting this response because: the ordering process DID NOT take me to your website as you have stated, but rather instantly ordered the advertised promotional wine from the email itself.  I stand firmly with my position in that because it is 2022, you should be able to interject an order before and/or after it is processed and not shipped. 

  I have disputed these charges with my credit card company, and will also be expressing my concerns of the deceptive selling practices you adhere to to the airline company that introduced me to you.  
  
  Regards,
  
  J*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  01/06/2023

   

  We regret your further dissatisfaction with the accommodations offered you on your inadvertent purchases. While we do wish to be accommodating and so will honor your request for a full refund, we must stand by the fact that the ordering process is the two-click system that was detailed to you, and that to place an order simply by clicking once within the eMail is not within the realm of possibility. Please note that this offer is contingent upon your dropping the dispute, as we are unable to offer accommodations that remain challenged. We are sorry that you feel the didnt feel that was a reasonable accommodation for these orders that were placed an error on your part. We can make a final accommdation that we can issue full refunds since we did look at the orders in question and they were refused. Only stipulation is if a dispute is raised in regards to these charges we will not be able to make this accommodation till you have formally dropped the dispute.

  Customer response

  01/06/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 18627799, and find that this resolution is satisfactory to me, contingent upon being fully refunded both for product and return shipping.  If I am not refunded the full $179.99 and $179.49 respectively, within a reasonable amount of time, I will reactivate the grievance with the BBB.  A word of caution on the "two-click" ordering system; you should talk to your developer(s) regarding this error, as this will cost you in the long run with future customers.  There was no error on my part.
  
  Regards,
  
  J*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fedex could not deliver my wine because no one was home. Fedex said they are sending it back to Vinesse. I called Vinesse to advise them of this and see how they could refund me. The only option is merchandise credit. This is not acceptable, because if I order something else it will not be delivered either as I can not be home to sign for it. Therefore I would like a refund to my original form of payment.

  

  Business response

  12/20/2022

   

  We're so sorry if there was any misunderstanding over the course of your membership with us. Our return policy does not allow for refunds for the simple reason that we cannot resell the wines. Once refused, much like a meal at a restaurant, we cannot then offer the wines to another member, so we take the loss on the returned bottles, and as a courtesy, offer a merchandise credit to our members for future wine purchases. We're so sorry that you anticipate having trouble accepting packages other than your introductory offer, and understand that because of this the Merchandise Credit is unappealing to you, and so in this instance we can grant a refund in the amount of $143.82 which is less the return shipping and handling. We regret that we are unable to waive the fees associated with returning the wines as it is not we who assess them, but we are happy as a one time courtesy to offer a refund for the full value of the wines. Please do let us know how we may continue to be of assistance

  Customer response

  12/27/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18580722, and find that this resolution is satisfactory to me.  However I would like to point out that I have not refused the delivery, I was not able to be there to sign for it and Fedex would not change the shipping address.  Also, the first shipment was left with no signature.
  
  Regards,
  
  C*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company signed me up for a wine club without permission or knowledge. I had previously ordered but had cancelled all future shipments. They charged me $172.67 on 11/29/2022. I contacted the company who offered return for store credit, minus shipping, restock, etc fees. They also offered 30% refund. I told them I wanted a full refund and not store credit because I never approved the purchase. Their response was that they signed me up in error and would refund the 30%. I have again asked for a full refund, this being their error. They will not agree to a 100% refund. I don't believe their signing me up and charging me without permission should result in me being charged $120+ in the end.

  

  Business response

  12/27/2022

  We regret any misunderstanding regarding the terms and conditions of our club. The introductory offer you redeemed was not a one-time purchase, but the initial purchase that begins a membership in one of our wine clubs. You did acknowledge that you were joining a club when you checked the box confirming your consent to our terms and conditions; it is impossible to join us without doing so, as the button one needs to click to activate the membership is greyscaled and does not function until such time as the prospective member clicks the box acknowledging the terms. The error you refer to was a system error that would have enrolled you into a club that featured different terms and different wines in the intro. Our correction of the error was to ensure that you would receive what was advertised; the terms remain the same. As we wish to be helpful and accommodating, we did process a 30% discount for you. If a full refund is what you desire, we can make that accommodation for you as a one-time courtesy, but it would be necessary to ship the wines back to us. Also, since you have requested for payment to be removed any further accommodation would be processed with a Live Check since we can no longer make any changes on the order in question. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I also accepted an offer from Vinesse for 6 bottles of wine plus two additional for the price of $39.99 including shipping with a "cancel at any time" disclaimer. I paid by check to avoid any type of fraud (I've had issues with credit cards in the past). I received the first shipment, they were OK, but I did not think they were worth the $20+ per bottle for future shipments and intended to cancel before the next shipment. However, they never sent me any notification that the shipment was coming, They never told me on what day of the month I should expect my shipment, and then took money directly out of my checking account (also with no notification) using PayPal for a charge of $137.79. When the wine arrived, I refused the shipment and sent a notification to their support@ vinesse.com. I received an email back telling me they cancelled my account, they do not send out any notifications, and that they would credit my account for any future purchase less the shipping and handling costs. If I no longer have a membership why would I ever order from them again? And, since I cancelled because I wasn't happy with the quality why would I order the same crap at a higher price? I've contacted Paypal and they cannot find the transaction because I was not involved in it-Vinesse took it upon themselves to take my money thru Paypal with no recourse on my part. These people are crooks who have a very shady bait and switch model with dozens of different wine clubs and they suck you in with a lowball initial offer, then steal your money later-as evidenced from the many complaints just on this site alone. Do not do business with them if you don't want to spend days or months trying to get your money back! This is technically interstate wire fraud and I will contact the FBI unless I get a full refund shortly.

  

  Business response

  08/29/2022

  Hello, 
  
  I'm sorry that you did not care for the introduction offer and did intend to cancel soon after. We do apologize that we do not operate like every other wine club, None the less are a wine club that sends shipments automatically. As stated in the priority order form that you signed and dated with the check. Where it also states that if paying by check, subsequent shipments will be charged to the account provided and is in fact not interstate wire fraud. When representative mailed signed agreement. Again, we are sorry that you think the way your account was handled was a bait and switch. We have everything provided to member online and contact information regarding membership via phone and email. However we do wish to be accommodating for your complaint. We do see that the shipment has been returned back to our warehouse and as a one time courtesy we will issue a full refund and should see within 5-7 business days. We do want to inform you we would not be able to make this accommodation in future if you are to rejoin any of our other clubs. The return policy is Merchandise credit. Attached are everything provided to you when you enrolled and where to find this information. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 19, 2022 I joined the Frontier Airlines wine club to collect 2,000 bonus miles. I was charged $45.41 and 6 bottles of wine were shipped that day, and my club membership was cancelled July 27th. On August 5th, I received a solicitation to join American Cellars wine club. I authorized $41.94 for 6 bottles of wine with free delivery. I was charged $129.99 for the 6 bottles which were delivered Sunday August 14th. I called American Cellars and their representative explained that Frontier and American Cellars are both names used by the Vinesse Wine Company, and that my $41.94 membership request merely reactivated my Frontier membership and therefore I was charged $129.99 without any notification. I returned the wine at my expense of $46.68 and request a refund of $46.68. FedEx tracking 27********84.

  

  Business response

  08/16/2022

  We regret any misunderstanding but the terms and conditions of the offer you redeemed do dictate that they are limited to one per household. The terms go on to state that attempting to redeem another intro would reactivate your account, and as you had cancelled just a few days previously, you were not yet eligible for another introductory offer. These are meant to be for new members only and we regret if this information was missed in the terms and conditions of the offer, which must be agreed to before it is possible to redeem it and create your membership. One must check a box acknowledging all of the above information (and some other points besides regarding shipping and taxes) in order to join; previous to checking that box, the activation button is greyscaled and will not function until such time as the prospective member checks the box. However, we do wish to be accommodating whenever possible and so in addition for the full refund we have already furnished for the erroneous purchase, we can provide a further refund for the shipping cost as a final courtesy. This will be sent as a Live check and should receive within 5-10 business days possibly sooner. Please keep in mind that as you have already redeemed an introductory offer, you are not eligible for another, and should this situation arise again, we would not be able to offer accommodation. Thanks for contacting Vinesse, and have a great day!

  Customer response

  08/24/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17718954, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Mariann Collins
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company refuses to cancel order (#8886646) when it has not even shipped out. I told them I wanted it cancelled but they chose to ignore my email. The order has not even shipped out but they claim that they cannot cancel it. They tell me to just refuse the delivery when it comes. What am I supposed to do? Tell my patients at the hospital that I have to take the day off work to stand by my front door to turn away a package? This is ridiculous and extremely disrespectful. I've had a really hard time lately financially and with the death of a family member and I don't need this right now. Wine is supposed to be relaxing but they're about to give me an aneurysm. I need the money in my account returned immediately. They can keep their wine, especially since they have not even shipped it out yet! Please help ASAP.

  

  Business response

  08/16/2022

  Hello,

  To begin, let us offer our condolences regarding your loss. While we understand that this is a difficult time for everyone, we are still limited by the functionality of the club and our policies and procedures. We also regret that you missed the information presented to you during the sign up process stating that this was an introductory offer which created a membership a wine club. We note that you enrolled online: when a prospective member joins us this way, just before the final step to create the account, there is a box that must be checked. It is located next to the following statement: "I certify that I am 21 years of age or older, and I accept this discounted introductory shipment offer for a subscription program and that future shipments of 6 wines will be sent approximately monthly at the price of $18 per bottle or the then-current rate plus delivery and tax which depends on location and are listed here. I understand and accept the terms of membership as they relate to returns, credits, substitutions, cancellations, etc. Future shipments may be canceled or delayed by contacting customer service (1-800-823-5527, web chat, or [email protected]) in advance of future shipments." When viewing this statement at sign up, there are hyperlinks embedded in this statement so that the prospective member may review the specific rates, taxes, and policies. Until such time as the box is checked, the button one must click to create the membership is greyscaled and does not function. As both agents you spoke with informed you, orders can not be canceled once processed. Our warehouse prides itself on its efficiency and their goal is always to get orders out the same day they are processed. We apologize but the warehouse does not have a staff to dismantle the pallets once the boxes have been stacked and wrapped in industrial plastic. We do apologize for the inconvenience this has caused you. We see you mention having sent an eMail to request cancellation on a Saturday which is outside of our office hours, and so regrettably we would not be able to action any requests made in an eMail sent during this time. As stated in terms and conditions, it is necessary to notify us five days prior to any given scheduled processing date in order to cancel the shipment in question. This information would also have been contained within the welcome eMail sent to you when you joined us in July. However we do wish to be accommodating and so will have the shipment redirected back to warehouse and should see a full refund as a one time courtesy within 5-7 business days.

  Thank you for contacting Vinesse

*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. ↩