ComplaintsforVinesse Wines

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 5/25/22, I received an email offer about Vinesse Wines. Offer was 5,000 miles for a specific airline, a free 6 piece wine tote, & 6 bottles of wine all for $42. I'm a teacher, so I know that you always have to read the fine print for these offers. When I signed up that day, I confirming my membership on 5/25/22. Email also stated that my 2nd shipment would be about "$103 - $109 plus tax and delivery". I already knew right there that I wanted to cancel my membership & not receive a 2nd shipment. I received my 1st shipment shortly with no free wine kit. I went on the VW site & chose to delay my next shipment until I figured out what happened to my free gift. I was going on vacation in the beginning/middle of Aug '22, so I delayed it until late Aug. While I was out of the U.S on 8/8/22, I received an alert that my card was charged by VW in the amount of $165. Immediately, I sent an email to Vinesse & spoke to a supervisor on the phone. I stated that I wanted to cancel my membership & the 2nd order for a full refund. I also stated that my free wine kit was missing & I delayed my 2nd shipment to late Aug, so I never should have been charged so soon. The CS rep & supervisor stated an email was sent to me on Aug 1st that I would be charged for the 2nd shipment. I never received that email. I was also told that VW couldn't cancel the 2nd shipment even though it wasn't close to being shipped out. I'm looking at previous BBB complaints & I see that's a lie. Also told that my free kit wouldn't ship out until the 3rd shipment - what?! Bait & switch as that was never disclosed to me during signup. Why would I spend close to $400 for a $40 wine kit? Also, I see how the "Free wine kit on the 3rd shipment" is now listed on the VW site. I'm sure there were numerous complaints and this is why it's now there for full disclosure. That wasn't stated when I signed up Vinesse Wines has dubious business practices. Many complaints about this company across the internet

  

  Business response

  08/11/2022

   

  We apologize for any misunderstanding but as was explained over the telephone and as you verified, the website does state that the wine tote is included with the third shipment. We did not have the opportunity to verbally share this information with you as you joined us online, but the website is clear about when the tote is sent, as it has been for the duration of the time we have offered the tote as a gift. We regret that the information was not noticed at the time of sign up, but it was not added in the interim. Should you wish, you may verify this with Alaska Airlines. Regarding the inability to cancel the shipment, the information you were provided was correct. While circumstances may have been different with previous cases, we did move warehouses in July and our new streamlined system does not allow for the cancelling of orders once they have processed. We regret the inconvenience this recent change seems to have presented. Regarding your most recent shipment, you were offered a refund less the $30 shipping cost assessed by FedEx should the package be refused, or a 30% discount should you choose to accept the package. As we have verified its refusal with FedEx Tracking Number *********842, we have processed the promised refund which you should see in approximately seven business days, depending upon the size and efficiency of your financial institution. Please do let us know how we might be able to continue to serve you in this matter. 

  Customer response

  08/12/2022

  
  
  I am rejecting this response because:

  I want a full refund for this order. I'm not satisfied with Vinesse Wines deducting the shipping fee from my refund. I stand by my original statement that Vinesse Wines did a bait and switch with the free wine kit. When I originally signed up for this offer, nowhere in the offer did it state that the wine kit would be given on the third shipment, nor in my membership confirmation email. My reading comprehension and eyesight are great. It's Vinesse Wines, not me. As I stated before, many complaints against Vinesse Wines about their dubious & deceitful business practices. Just use Google and you will see it all. They have poor ratings across many forums, so it's obvious I'm not the problem here.
  
  Regards,
  
  C******** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  08/15/2022

   

  I'm so sorry that you feel that way. Everything was provided upon enrollment. Your accusations regarding a bait and switch are incorrect and the reviews that have been posted members are not clearly reading the terms and conditions in any of the hyperlinks provided online. As we do wish to be accommodating we will take the loss on the return shipping and should see the refund in full within 5-7 business days. Please note we will not be able to make this accommodation in future if you are to take advantage of any of our offers. 

   

  Thank You. 

  Customer response

  08/15/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17702478, and find that this resolution is satisfactory to me.  I will accept the offer by Vinesse Wines for a full refund including the shipping costs ($165.xx).  Vinesse Wines also doesn't have to worry about me ordering anything from them ever again. 
  
  Regards,
  
  C.S.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 30, 2022 Vinesse Wines emailed me a promotional offer of six bottles of wine for $41.95 (including shipping) which would include a 6-piece wine tote valued at $37.95. I accepted this offer and placed a second order of six bottles of wine for $177.21, which I received. However, they did not send me the wine tote. When I asked about this (after receiving my second order), they told me I needed to place a third order to receive the wine tote. I responded and showed them the "fine print" of their initial offer (pasted below). This response went unanswered by Vinesse Wines and they still did not fulfill their offer as advertised. I therefore expect a refund of $37.95, the value of the tote. Their initial offering of a tote: "First shipment includes 6 wines for $41.94 plus 1¢ for shipping. Future shipments are $12-17 per bottle, plus delivery. Also, 6-piece wine tote is included, a $37.95 value." Promotional offer email and my message to customer service are attached.

  

  Business response

  06/15/2022

  Hello,
  As you note in your complaint, the information indicating that the tote would be included in your third shipment was provided at the time of joining. We regret any misunderstanding, but rather than this information being contained in any "fine print," it is included in the text surrounding the photo of the tote you mention, in rather large print. An image of this was provided to you as well following the submission of this complaint. We do wish to be accommodating and so we are happy to Issue refund for the free gift in question for 37.95, but we do wish to reiterate that the information pertaining to its regular supply was displayed in large print with a photo at the time of joining. Thank you for contacting Vinesse.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Several weeks ago we joined the Vinesse Wine Club (vinesse.com/enjoy), but decided shortly thereafter to cancel, as we don't drink that much, or often, and could not afford to pay $170, plus shipping, tax and handling each month from very limited retirement funds. We called Vinesse and resigned from the club, but were told that the second shipment had already been sent on April 18. We said we would return the shipment; but we were told that Vinesse refuses returns and refuses refunds.  We have been charged $173.13. The shipment has arrived and it has not been opened, pending my effort to obtain a refund.  Among other considerations, the main point to be made is that nowhere in the original membership document is information given as to when and how to refuse a monthly shipment.  That is why we called Vinesse to resign and stop the shipment. Below the signature, all the form that came in the mail says is: “I understand that I have no commitment whatsoever and may skip shipments.”  Based on a life-time of membership in various kinds of clubs, we expected Vinesse to provide an email offering an opportunity to skip the current shipment, but I did not receive one and had no idea how to stop it but to call them, so we did, and they coldly told me that I could not return the wine nor could I receive a refund for the automatic payment drawn upon my credit union account.  Having joined, we received no email or hard copy confirmation or any other communication.  If a settlement is reached, we will return the box of unopened wine and expect a refund.  My son’s research reveals that many other people have appealed to BBB for help in dealing with Vinesse. I appreciate any help BBB may provide.  Sincerely, Roberta Madden Member # 18*****52

  

  Business response

  05/31/2022

   

  I’m sorry for the misunderstanding regarding your joining a club. I did locate your original order form that was returned to us through the mail which was processed on 3/16/2022. As you see on the order form, you did write that you prefer no contact, though the order form does not state that we will contact you before the processing of an order or at any other time. We have canceled your membership at your request when you called on 4/21/2022, though your shipment had processed as scheduled.

  We apologize for any inconvenience, but it would have been necessary to contact us previous to a shipment’s processing in order to refuse or delay it. Again, we do not state that notification will be provided before a shipment, and we apologize if this was expected. We are unable to delay a shipment that has already processed, and unfortunately, much like a meal at a restaurant, we are unable to resell a returned shipment, and so we are unable to offer a refund. We do however accept returns, and under normal circumstances, when a package is returned to us, a merchandise credit is applied that the member may use on any future order.

  However, as we do wish to be as accommodating as we can in this instance, we are waiving our return policy and will grant a refund of $122.61 pending return of the wines. Please notify us when they have been sent back, and we will verify this with tracking and process your refund.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I signed up for a wine delivery service and had problems from the get-go. My card was charged at the beginning of February for my first shipment and got no shipping notifications and no explanation from the company until I called to asked where my shipment was- for 2.5 weeks. The agent on the phone said "I'm not sure why it's taking so long" which was concerning, but she offered to expedite my complaint to the manager and delay my next shipment to compensate. In hindsight, if my card is being charged, I should expect a product in a reasonable amount of time or at least an explanation as to why it's delayed. It it now April, my card was charged on the 18th and there is no indication of when my shipment for this month is coming, although my card was charged on the 18th. It says, "pending" and has been pending since the 18th, even though I am supposed to get monthly shipments. I've read reviews and hundreds of other customers have the same complaint. I also see that there are 119 complaints on the BBB website. 

  

  Business response

  05/02/2022

  We sincerely apologize for your recent experience with our company. I do see that there was a delay in shipping your recent wine club shipment. It does show that it shipped out of our warehouse today. The tracking through UPS is 1Z8219V2A*********. Due to the inconvenience, we have issued a full refund for this charge and you may keep the shipment when it arrives. Your next wine club order is currently set to process on 5/16. If you wish to delay this shipment further, please contact our customer service department at ###-###-####. Thank you and have a great day.

  Customer response

  05/03/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17128005, and find that this resolution is satisfactory to me.
  
  Regards,
  
  A***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company does not send you any info on when you will be receiving your next shipment. “Access was denied” to my account when I tried logging in. I had planned to call them today to cancel my order and they had already taken money out of my account. When I called to cancel and ask for a refund, I was told that I could have reached out sooner and since the order has processed (it’s 6am on a Monday) they couldn’t stop it. It hadn’t even been a month since I ordered! They also never sent me a confirmation email when I first started, so I couldn’t even go back and see when I had originally placed my order.

  

  Business response

  04/04/2022

  We do sincerely apologize for the inconvenience you have experienced. When enrolling into the wine club, there was an email received with you first three shipment processing dates. We do not send notifications prior  to the club orders. Your membership account has been cancelled as of today. We were also able to cancel the pending order on your account. The authorization of the charge will fall off your payment within 7 business days. Thank you and ave a great day.

  Customer response

  04/04/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16980170, and find that this resolution is satisfactory to me.
  
  Regards,
  
  T***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company ignored my request to cancel membership via email and charged my card after I specifically and in writing withdrew my permission to charge the card for next month's membership. On 2/15 I cancelled my membership by sending an email to [email protected], an email from which I received all emails from this company. Yet, they charged me for $165.62 and delivered another shipment on 3/24! When I contacted the company to refuse delivery, they refused to refund me. They said that to cancel I had to use the chat on the company's website or [email protected]. However, this is not what the company's terms and conditions state. See https://www.vinesse.com/pages/policies-and-terms.cfm. The only thing it states: "You may cancel your membership by contacting us. The cancelation will be effective when we process your request. Shipments that have been processed and are in progress at the warehouse or delivery at the time of cancellation cannot generally be stopped and are the obligation of the customer, so memberships should be canceled 5 days before the next scheduled shipment." I did contact a working email for the company and they were on notice that they could not charge my card.

  

  Business response

  03/29/2022

  We sincerely apologize for your recent experience with our company. The email address [email protected] is a no reply address and you would receive an automated response informing you that it was an unattended mailbox. I do see that you cancelled your membership with our support team on 3/24/2022. There were three shipments that were processed on your membership account. All of these orders were delivered and signed for at your address. The tracking numbers are 1Z8219V2A*********, 1Z8219V2A********* and 1Z8219V2A838233620. In order to receive a refund for these orders, they would need to be returned. Again, we do apologize for any inconvenience this has caused you. If you do not wish to return these products, we can offer a 30% discount on the two regularly priced shipments that you received on 2/14 and 3/24. Thank you and have a wonderful day.
  
  
  
  

  Customer response

  03/29/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16936711. I followed to the letter Vinesse's cancelation policy (as posted on the company’s website) when I cancelled the subscription on February 15, 2022 by emailing [email protected].  The email never bounced (see the full email chain and a search for all emails I received from [email protected] attached).  I had no way of knowing that the company  does not monitor this email.  In lieu of shipping back the last shipment, which will likely be costly,  I will accept the offer of 30% discount on the two last shipments I received.  Please contact me directly confirming when and how I will receive the refund of 30% of the last two charges. 
  

   

  
  
  Regards,
  
  N****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  THIS COMPANY WON'T LET ME CANCEL MY CARD INFORMATION ON FILE. I HAVE BEEN TRYING TO CANCEL SINCE 03/07/2022. CONTACTED FACEBOOK SUPPORT AND THEY LIED SAYING THEY WILL CANCEL MEMBERSHIP. I CAN'T CANCEL ONLINE. I CAN'T REMOVE MY CARD INFORMATION. I HAVE NO CHOICE BUT TO CANCEL MY CARD DUE TO FRADULENT ACTIVITY. I WANT A REFUND AND FOR MY CARD INFORMATION TO BE DELETED FROM THEIR SYSTEM. THIS IS A SCAM AND THEIR CUSTOMER SERVICE IS A LIE. THEIR EMAIL ADDRESS DOESN'T EVEN WORK AS THEY CLAIM IT'S SUPOOSED TO. HELP ME BRING THESE CROOKS TO LIGHT. REFUND AND CANCEL MEMBERSHIP. THIS IS A SCAM. MY BANK IS OVER AN HOUR AWAY. AND I WILL HAVE TO WAIT 7-10 DAYS FOR A NEW CARD BECAUSE THEY WON'T CANCEL MY CARD INFORMATION.

  

  Business response

  03/24/2022

  We sincerely apologize for your recent experience with our company. In reviewing your membership account, I do see that your membership was cancelled and your credit card was removed from our system as you requested on 03/24/2022 6:03:15AM. Thank you and have a wonderful day.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Signed up for wine delivery service. They theoretically sent a delivery, then before I had even received the first, they emailed they were sending a second delivery at 3x the cost. I cancelled the service immediately, notifying them that I had not yet even received the first shipment. They acknowledged cancellation on 12/29/2021. Then they sent a new shipment on 12/30/21. I refused delivery of the second shipment. I am attaching proof it was returned to them. They are fighting the credit card dispute and have charged me $150 for nothing.

  

  Business response

  03/03/2022

  We do see that the dispute was challenged as all returned orders are issued a merchandise credit which they are able to apply to a future wine purchases. We do apologize for any misunderstanding in our return policy. We have now cancelled that merchandise credit and issued a refund in the amount of $155.89. The customer should see it post back to their payment method within 7-10 business days. Thank you and have a great day.

  Customer response

  03/04/2022

  I have reviewed the response made by the business in reference to complaint ID 16828383, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S******** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Vinesse Wines sent me a promotion to receive wines for $40 so I signed up. The promotional box of wines was never shipped and never arrived. I could see that Vinesse created a shipping label at UPS and got a tracking number, but they never physically sent the box. When I contacted them that it shows never sent, they said it was lost in transit by UPS so they will refund me the $40. An absolute lie, according to UPS they never touched the promotional box of wine. I did get a refund for the $40 promotion. However the next shipment, which had not even shipped yet, costs $170 and was unable to be cancelled or refunded. I opened the wine and not only are the values nowhere near the $170 price tag, they taste a little bit off like maybe they got too hot or cold. 

  

  Business response

  02/28/2022

  We do sincerely apologize for your recent experience with our company. We do see that your introductory shipment was lost in transit to you. We do see that the full refund for the introductory order was processed. We have issued an additional refund in the amount of $172.32 for the second club order and you may keep the wines received. This will post back to your payment method within 7-10 business days. Thank you and have a wonderful day.

  Customer response

  03/03/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16814705, and find that this resolution is satisfactory to me.
  
  Regards,
  
  R*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ordered as an Amtrak special, 3000 travel points per order. Did not read the extra fine print that points only given on full cost orders or would be sent randomly without notice. Did receive and pay for two orders (but no points as they were specials! Third order arrived when family was at an out of state funeral. UPS left call ticket. Did not sign for or receive that order. When I called to cancel this service was told about points not issued and was also told another order had just gone out. I never received an email asking for type of wine or that an order was going out on any occasion. This is ridiculous, just sending unordered merchandise out randomly and charging my credit card. 

  

  Business response

  01/03/2022

  We sincerely apologize that you were dissatisfied with our service in the American Cellars Wine Club. I do see that your membership was successfully cancelled on 12/29/2021. I have issued a full refund in the amount of $175.56 for your last wine club shipment. Please allow 7-10 business days to see this refund reflect on your payment method ending in 9168. We will have this order returned back to our facility. I have also honored the 3,000 Amtrak points for the last delivered order. You should see these post by the end of this month.  Again, we do apologize for any inconvenience this has caused you. Thank you for contacting Vinesse and have a wonderful day.

  Customer response

  01/04/2022

  
  
  I am rejecting this response because:

  i rejected another shipment of wine yesterday.  Is merchant going to refund that delivery also?
  

  
  
  Regards,
  
  C**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  01/04/2022

   

  We have issued a refund for both returned shipments. You will receive two refunds of $175.56. Please allow 7-10 business days to receive the full refund in the amount of $351.11. Thank you and have a great day.
  

  Customer response

  01/04/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16412473, and find that this resolution is satisfactory to me.
  
  Regards,
  
  C**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩