Complaints

• Initial Complaint

  12/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 2 E-Gift Cards on 12/20/24. According to the Reserve Bar site, these cards would be transmitted within 1 hour. I was charged immediately, but the cards never arrived. It's been 4 days. The Reserve Bar customer support line states that no support is available because I'm calling after hours, which is not accurate. It also states that I can Chat with an agent online through their site, which is also not true. There is no Chat button option whatsoever. I sent 3 emails with no response. This feels like a scam, and I request an immediate refund in full.

  

  Business response

  12/24/2024

  Hi *****, 

  I'm so sorry for our delays! We are experiencing higher order volumes than usual. I do see that your gift cards were stuck in a processing state. I've canceled this for a full refund which should be reflected on your account within a couple of days. I want to assure you that this is not at all a typical experience and we are working quickly to ensure we are better prepared moving forward. 

  Best, 

  Caitlin 

  Customer response

  01/02/2025

  The refund has been received.  No further action needed.  

• Initial Complaint

  12/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/26/24 I placed an order for two (2) ****** Collector cup gift sets for a total of $118.48. I received a confirmation via email that the order was received. I never received a shipping email or a tracking number. After a couple weeks I became concerned and sent an email to Reservebar on 12/12/14 at 8:54pm requesting an update on my order. The very next afternoon, I received a response that my items were delivered that very day December 13th 2024 at 10:13am. I was immediately suspicious that the next morning after my inquiry, the package was mysteriously delivered? Also, I happened to be home the entire day on December 13th and no such delivery occurred. In fact, I have 24/7 video cameras surrounding my home and my neighbors' homes which confirmed no delivery. My cameras also cover every vehicle that passes by my home further confirming there was no delivery from ReserveBar. I responded to the email informing them the package was not delivered to me. I also called ReserveBar where their automated system allows you to track deliveries. I input the order number and their automated system stated the order was still in progress. How odd their own system states the order is still in progress when their email said it was delivered? I have since received several emails from ReserveBar stating they are looking into this issue with latest email from them on Sat 12/14/24. My last email I sent to ReserveBar was on 12/18/24 demanding a refund. I have not heard from them since. I have made numerous phone calls to ReserveBar receiving automated messages that no one is available to take my call. This company is a scam who takes advantage of people during the holiday season. I want a full refund,

  

  Business response

  12/24/2024

  Hi there,

  I hope you're doing well! My name is Caitlin and I am the Customer Experience Manager at ReserveBar. I wanted to personally reach out to inform you that your order has been successfully canceled, and a full refund has been initiated. The refund should be reflected on your card statement within the next few days.

  I want to sincerely apologize for any inconvenience this may have caused you, especially during the holiday season. Our team is currently experiencing a high volume of inquiries and we are working diligently to respond to each one as quickly as possible. Your patience and understanding are greatly appreciated.

  At ReserveBar, customer satisfaction is our top priority, and we strive to provide the best shopping experience for our valued customers. I am truly sorry that we fell short in meeting your expectations on this occasion.

  If you have any further questions or concerns, please do not hesitate to reach out! I am here to assist you in any way that I can.

  Thank you for your understanding and continued support.

  Best, 

  Caitlin

  Customer response

  12/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I’m certain that had I not lodged this complaint with the BBB, a refund would not have been issued. 

  Sincerely,
  
  ********* ******

• Initial Complaint

  12/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order on ************ which says is filled by ReserveBar. I never got a confirmation email but was charged. I have been asking for a confirmation email or proof of purchase for over 24hrs. I’ve sent message, called, tried to ask on social media and all with no response. I want my money returned or proof that this product will be sent when started when I ordered. If I don’t get that I will dispute with my bank as scam. It’s impossible to speak to anyone I have called 21 times in 24 hours and the same automated response occurs. Absolutely terrible customer service and a shady organization I wish I read reviews first. $221.22 dollars (between reserve bar and their fulfillment partner) just gone and nothing to show for it.

  

  Business response

  12/19/2024

  Hi ******, 

  I'm so sorry to hear about your experience! Confirmation emails are usually sent very quickly after your order is placed however, there are sometimes delays and I'm so sorry it looks like that happened with your order. We currently are not able to accept phone calls due to higher order volumes than usual. The best way to reach us right now is by email. Our team is working hard to ensure we are responding as quick as possible. I completely understand your frustration with the delays during this busy holiday season. 

  I see that our team has followed up with you by email and canceled your order for a full refund. I truly hope you'll give us another chance to provide you with a 5 star experience in the future. I want to assure you that we take your satisfaction very serious and we are always learning/ growing so we can offer the best possible experience for all of our customers. 

  Best, 

  Caitlin 

  ReserveBar Customer Experience Manager 

  Customer response

  12/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction: 11/29/2024 Amount Paid: $75.26 What the Business Committed to Provide: Delivery of two bottles of ******* **** ********* Coconut Cream Rum. Nature of the Dispute: I placed an order with ReserveBar.com on 11/29/2024 and received an email stating that my order was delivered on 12/5/2024. However, I could not find the package anywhere, even after checking with my neighbors. I contacted ReserveBar's customer service team, who were extremely slow to respond. When they finally did, they provided a proof of delivery from ***** ****** with a signature that appeared to be from the delivery person, not me. I requested more information, but ReserveBar never replied. Resolution Attempts: Despite reaching out to ReserveBar's customer service multiple times, I have not received any further assistance or resolution to my issue. ReserveBar has not taken responsibility for the delivery or provided any satisfactory solution. I have attached the proof of delivery I was provided, however again, this is not my signature, nor was this package delivered to my house or even my surrounding neighbors.

  

  Business response

  12/11/2024

  Hi ****, 

  I hope you're doing well! I'm so sorry to hear about your experience. Our retail fulfillment partner did provide the proof of delivery as you mentioned however, I completely understand your frustration as you do not recognize the signature. 

  In good faith, your order has been canceled for a full refund which should reflect on your card statement within the next couple of days. I apologize again for your experience! I truly hope you'll give us another chance to provide you with a 5-star experience. 

  If we can help with anything, please reach out us to directly at c**************************. 

  Thank you! 

  Customer response

  12/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution is satisfactory.

  I would strongly suggest that ReserveBar work with its delivery partners and demand that they use major carriers like ***** or *** who actually deliver orders and abide by the customer signature requirements.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  -Reserve Bars tactics are unfair, abusive, deceptive, and also illegal. Not only are they guilty of credit card fraud, but also other other regulatory/compliance violations. Have also filed a complaint with *** and ** ******** ******* -Purchased a bottle of R******** ******* ****** ********* **** ****** * bourbon on 10/24/2024 from reserve bar. Was charged $309.99 and an additional fee of $27.68. ORDER #*************. Email received November 8th order was shipped along with tracking. -No updates on tracking for 7 days. Reached out to company to request update on November 15th. Email received November 20th that order would be canceled due to what i believe are false and deceptive tactics. Sent follow up email November 20th regarding cancelation concern. Email received same day (November 20th) that order was in fact not canceled, which was untrue. -Reserve bar then ILLEGALY provided my credit card information to ******* ********. A transaction was processed in the amount of $309.99 on 11/23/2024. I've reached out to Reserve bar yet again about the fraudulent transaction, but no response.

  

  Business response

  12/04/2024

  Hi *******, 

  I am so sorry to hear about your experience! After conducting a thorough investigation, we have identified the root cause of the problem. The original charges of $309.99 and $27.68 were indeed for your order, inclusive of taxes and fees. However, due to a complication with our retail fulfillment partner, some orders were not delivered as expected. Rest assured, we have rectified the situation and implemented necessary measures to prevent such occurrences in the future.

  It looks like our team accidently canceled your order and then attempted to recharge the order as our retail fulfillment partner was confident at that time they would be able to ship. ******* ******** and ReserveBar are sister companies that process orders through the same system and when we attempted to recharge the order, ******* was selected instead of ReserveBar. I'm so sorry for the concern that this has caused! At this time, your order has been canceled, fully refunded, and we will not be attempting any further payments. 

  I understand your frustration and disappointment, and I genuinely apologize for the oversight on our end. Your experience does not reflect the level of service we strive to provide, and I hope you will give us another opportunity to earn back your trust and provide you with a 5-star experience.

  Best, 

  ReserveBar 

  

  Business response

  12/04/2024

  Hi *******, 

  I am so sorry to hear about your experience! After conducting a thorough investigation, we have identified the root cause of the problem. The original charges of $309.99 and $27.68 were indeed for your order, inclusive of taxes and fees. However, due to a complication with our retail fulfillment partner, some orders were not delivered as expected. Rest assured, we have rectified the situation and implemented necessary measures to prevent such occurrences in the future.

  It looks like our team accidently canceled your order and then attempted to recharge the order as our retail fulfillment partner was confident at that time they would be able to ship. ******* ******** and ReserveBar are sister companies that process orders through the same system and when we attempted to recharge the order, ******* was selected instead of ReserveBar. I'm so sorry for the concern that this has caused! At this time, your order has been canceled, fully refunded, and we will not be attempting any further payments. 

  I understand your frustration and disappointment, and I genuinely apologize for the oversight on our end. Your experience does not reflect the level of service we strive to provide, and I hope you will give us another opportunity to earn back your trust and provide you with a 5-star experience.

  Best, 

  ReserveBar 

• Initial Complaint

  11/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a product on 11/08/24. After placing the order I checked my order status that day and it said a ***** label was created for this product. I was very pleased that the company had already started my shipping process, after all on the email they sent to me and on their website under the product it did state that 1-2 business days before shipment. That was a big reason why I ordered from this company to begin with. Well here we are on 11/26/24 and my order is still stuck with just the shipping label status. Nothing has changed or progressed at all. First of all, this company does not allow you to speak with an actual person, which is very strange. They have a phone number online, but when you call it, you can’t actually be transferred to a live person. You only get an automated voice that just sends you back to the website to chat (which also does not work). Their main form of communication is through email and I agree with previous posts that they will just send you the same generic, cookie cutter responses. If this is your ONLY form of customer service then please be better at it. I emailed that I wanted to cancel my order because at this point, I just think I’m never going to get my order and it’s past the time of when I needed it. And conveniently they told me they cannot cancel my order because it already has a shipping label. It honestly feels like a scam to me that they were so quick to make a shipping label for my product the day I ordered it, which had me fooled that they were going to be very speedy with their shipping process. But really it’s just to stall, in my opinion, because perhaps they don’t know when they’re going to receive the product and they surely do not want to cancel an order that is taking to long. All I want now is a refund for a product that I do not know if I will receive and I have already had to buy the same product again anyway, so that we could have it in time. I will never buy anything from this company again.

  

  Business response

  11/27/2024

  Hi team, 

  Thanks so much for letting us know about this! We have talked to the customer and their order was canceled and fully refunded the first day they reached out about this. 

  Customer response

  12/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  11/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Received an email from reserves.*** informing of a pre-order opportunity for **** ****** ***** ********* 70th 8yr old allocated bottle sometime early October 2024. Once the pre sales started I logged onto their website wherein the very first couple of steps is to input your age and then the shipping address to verify shipping eligibility. Once an eligible retailer was identified, I place my pre-sales order & received the order confirmation email: Your ReserveBar Order #*************. Long story short - they charged my card for $70.93 on 10/24/24 and never shipped my product to me until 2nd week of November or so. Even then when their retailer in ** shipped my product, it never reached me and was returned to the original seller. After a number of follow up’s with the reservebar customer care team, getting the same cookie cutter answer of how sorry they were for the delay and inconvenience caused but not really resolving my issue, I got an updated email today saying my order was cancelled due to “change in state laws”. I don’t for a minute believe this - My guess is their retail partner sold my bottle to someone locally once it was returned instead of re-shipping it to me at the correct address. This whole experience has not only been super frustrating but also been a huge disappointment cause of this being a limited edition bottle for which I ensured I logged onto their website and place an order in a timely manner. Granted that they have issued me a full refund and a $20 coupon for future non pre-sale orders but that is of hardly any value to me currently cause I was looking forward to gift my husband with this allocated bottle. I expect them to find a retail partner who can fulfill my order for me and I do not care for their emails of how sorry they are for the inconvenience caused or something along similar lines. Their customer care team needs to do much better.

  

  Business response

  11/21/2024

  Hi *******, 

  Thank you for bringing this to our attention. I apologize for the inconvenience you've experience with your order! I want to assure you that our team was doing everything that they could during this difficult time.  We work with retail fulfillment partners who ship the orders and have to reach out to them for updates. With this situation, our retail fulfillment partner let us know that they are no longer able to ship in **. This was a very unexpected change that happened extremely quickly. We truly cannot apologize enough for all of this. 

  While we do hope in the future to have more retail fulfillment partners that are able to ship in **, we do not have that capability right now. This is changing daily so we hope you'll give us another chance in the future. 

   

  Best,

  Customer response

  11/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: it’s not satisfactory. They need to do better than just apologizing for the extreme delay and inconvenience caused.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello i placed an order with this company on October 29 and it was said to have shipped on October 31 and it is supposed to only take two days for shipping. I contacted the shipping facility who says they have not received the order and that I need to reach out to the company who supposedly shipped it (Reserve bar). When I contact reserve bar, The automated system says the order was shipped on 31st. However, you cannot get through to anyone to speak to a person to give any further information or to let them know that my order has not shipped, I have been unable to get a hold of anyone within that company for the past week. I want to just cancel this order and get my money back, but cannot seem to get a hold of anyone. I was charged $18.36 By reserve bar, and $132.98 From their third-party company, Vista wine and spirits. I am wanting this company to cancel my order like I have requested through them multiple times and I want to be refunded to the original payment used.

  

  Business response

  11/05/2024

  Hi there, 

  I hope you're doing well. Thank you so much for your feedback. I'm very sorry to hear about your experience! I have personally responded to your last email to ensure that we can make things right. 

  While we do not have a live phone number, we are always happy to help by email or chat. The charges and timeframe of your order are all on track with a typical back ordered order. I hope you'll give us another chance to provide you with a 5 star experience! 

  Best, 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 28 I ordered two bottles of ***** Rare bourbon for a total of $150 ($80.49 per bottle + tax/shipping with a $40 off coupon), which was charged to my **** (and received an email confirm with same). I received a second email October 30 stating an update and the total is $254.86 I placed an order and received confirm for $150 and without contact from ReserveBar to me or my approval they revised pricing to $254.86 My **** has not been charged the difference ‘yet’ but their email states they will. I have tried to call the company over 50 times in two days and was allowed to leave a message once. I have sent a dozen emails and cannot get a response. This is a deceptive practice and misleading charges NOT SHOWN WHEN ORDERED but changed a day later without notice or my approval for the additional charges (almost double). This is TOTALLY UNETHICAL. I cannot get them to respond or confirm I will not be charged the additional charges.

  Customer response

  11/02/2024

  I have cancelled the order and received credit to my **** for the amount charged

  

  Business response

  11/05/2024

  Hello, 

  I'm reaching out in regards to this complaint. We have worked this out with the customer and issued a full refund for their order. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an pre-order on reservebar.com on August 20th. I received a message yesterday, September 5th--when the product was due to be shipped--saying my order was cancelled and refunded due to suspicious activity. After inquiring about the reason for cancellation, I was told they could not reveal any more information. Then today I received an email saying that, after further investigation, my account was closed. I've never experienced anything like this. There was no identity verification process requested. I definitely placed the order. So, I'm left wondering if they suspect that someone fraudulently used my account (in that case, why would I be penalized?) or if they believe I committed fraud. I have ordered from them several times before. So, I do not understand what transpired. Is a company allowed to close your account due to risk and safety issues without informing you of the reason? Shouldn't I receive more information to report back to my credit card company? One final note: I learned from my neighbor that their pre-order of the same product was also cancelled for suspicious activity. I want to know what's happening and why I am left uninformed.

  

  Business response

  09/13/2024

  Hi ******, 

  Thank you for reaching out and expressing your concerns! I appreciate your feedback and want to assure you that we take this very serious. Our Risk & Safety team is unable to provide exact details as to why accounts cannot be opened due to security reasons. I completely understand your frustration with this process. I will personally look further into your order and circle back to you by email.  I'm so sorry for this and the inconvenience all of this has caused! 

  Best, 

  ReserveBar

*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. ↩