Complaints

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a bottle of wine through reservebar on 12/31. I spent $43.26 through both a gift card and my own credit card. It said it had shipped but there is no additional information. If you click on the shipping it states nothing. I have sent multiple emails to the company and contacted them on their website. I have received absolutely NO response. There is no phone number or other way to get in touch with them. I do think this company is a scam/fraud as I have seen MANY complaints filed on this site stating the same exact issue. I think they are stealing money and pretending to ship products they are not.

  

  Business response

  02/17/2023

  Hi Lisa, 

  Thank you for bringing this issue to our attention and I apologize it took so long for you to get your order.  It looks like it was delivered on 1/21/2023 by *****.  Either way I have issued a full refund for the order and again, apologize for the delay. 

  Sincerely, 

  Nicole

  Customer response

  02/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Unfortunately the situation was still awful.This was ordered for a special occasion and never arrived in a timely manner. On top of that all my emails were ignored and there was no phone number to contact them. I looked on both BBB and Yelp and so many customers have had the same experience. I was left to contact BBB and also my credit card company.  Some people seemed to have lost money completely. I will never do business with them again and hope other customers learn from your site and other review sites, to not do business as well.  I will be SHOCKED if you give them a good rating on your site.

    
  Sincerely,
  
  **** ******

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I pre-ordered two bottles of *** ********* from Reserve Bar who is the distributor for the US for this ********* Spirit product. The package arrived before Christmas as expected. They were to be a gift for my husband and brother-n-law. Externally it was intact and once open it appeared to be packed protectively. When I unpacked the two individual black boxes containing the bottles, they appeared to be in good condition except that one had a smell of whisky. Unfortunately, when I looked at the bottle in this box it had a broken seal and less liquor in it than the other bottle. I tried to call the company to inform them and ask for an exchange or refund. I followed the pre-recorded instructions to submit a damage report and photos which I attempted to do but the website wouldn’t take it at first.After a few attempts it then appeared to do so but I didn’t receive an email stating it had gone through.I then submitted a general email on their Contact Us section.From this I received an email that said to the effect that they would get back to me ASAP but it was the holidays and essentially be patient.So I was, until 10 days went by without any reply. I then tried to call, email, ********* and ***** them(with my order number since my accounts do not show my real name) in order to get a response.Again, no response.I sent another damage report thinking that something must be wrong with their website etc and did get an email with documentation of my damage report but no comment upon when they would contact me.I called again. I also DM’d ********* ******* and even it’s owner *** ****** to ask for someone to help me get a response from Reserve Bar Customer Service.To date (1/11/22), I have heard from no one.I spent $240 on these two bottles.I would like to receive a replacement bottle or a refund.I can’t believe the absolute non-existent customer care and have never experienced anything like this from any other company. Please help me resolve this

  

  Business response

  02/17/2023

  Hi ****, 

  Thank you for bringing this issue to our attention and I sincerely apologize that the item really was damaged.  After reviewing your order it looks like a full refund was issued on 1/24/2023 after speaking with someone from our customer service team. 

  If you have any questions please do not hesitate to reach out to us directly. 

  Sincerely, 

  Nicole

• Initial Complaint

  01/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/20/22 I placed order #1*********182 with reserve bar. It shipped on 12/23/22 via *** ** tracking number 7*********35. I received an email from Reserve Bar on 12/29/22 stating the order was delivered. The order was not delivered to me but returned to the sender by *** ** because it was "damaged in transit." I have made numerous attempts to contact reserve bar via email, text, website chat, and telephone since 12/29/22 but I have not received a response other than the automated response. I want the products on my order delivered to me as soon as possible.

  

  Business response

  02/17/2023

  Hi *****, 

  Thank you for bringing this issue to our attention.  I sincerely apologize for the inconvenience it has caused.  Upon reviewing your order a refund was issued on 2/8/2023.  Our customer service team will be working alongside our operations team to ensure an issue like this does not happen again.

  Sincerely, 

  Nicole

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec. 1st I purchased several bottles from ReserveBar including *** **** vodka. On the 13th, I received my order and the *** **** was a different bottle than the one I ordered. I sent an email and heard back that I would be getting the correct bottle but I still have not. I also ordered ***** ***** bourbon on the 19th which was $200+ and on the 22nd, my order came in as a completely different bottle. This bottle is not at all what I would have picked as a gift. Both of these were fulfilled by **** *** **** ******. I’ve emailed but have heard absolutely nothing back. I have no idea how to receive the correct bottle or get a refund, I didn’t get to gift the bottle as a Christmas gift, I don’t know what to do now.

  

  Business response

  02/17/2023

  Hi ******, 

  We truly appreciate you bringing this issue to our attention and apologize for any inconvenience you have encountered.  Upon reviewing your orders it looks like refunds were issued. 

  If you have any questions please contact us directly. 

  Sincerely, 

  Nicole

   

   

  Customer response

  02/21/2023

  
  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

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an online order with this company on 12/12/22 and they withdrew the funds from my account that night. I reached out almost 2 wks later to see what the order status was and did not get a response. Since then I have reached out on 4-5 separate occasions via email (there is no phone number). The only response I received was a service rep verifying my email address which was about a wk ago. I have not heard back at all and have no clue if this company intends to send me the product or refund the money I paid them.

  

  Business response

  02/17/2023

  Hi ******, 

  I apologize for the lack of response to your inquiries regarding your order.  After reviewing your order it looks like a refund was issued on 1/9/2023.   

  If you have any questions please contact us directly.

  Sincerely, 

  Nicole

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a special whiskey to be delivered as a special Christmas gift on 12/7/22. I received a confirmation email and was charged for the amount of the product. As of 12/27/22 the order has still not been delivered! When I go to their website to track the order. It says the order cannot be found. I tried calling and a message said to send an email or text. I have sent 3 emails and 1 text and have not heard back from anyone at ReserveBar. This is extremely poor customer service. There should be an effort on the part of the company to respond to requests and deliver what was promised or simply quit trying to do business. I sincerely hope this complaint prompts someone to contact me about the order I placed. I intend to contact my credit card company and dispute the charge!

  

  Business response

  02/17/2023

  Hi *****, 

  
  We apologize profoundly for the holdup in replying. We encountered an enormous number of requests due to the holiday season, and we are very sorry for the disruption.
  
  As per the following tracking information, your order was delivered on Monday, January 09 at 4:46 P.M. at Residential, and accepted by: *** ********. Please let us know if there are any issues with the order.
  
  We are grateful for your patience, and if you have any questions please don't hesitate to contact us directly.
  
  Tracking Number: ******************
  Tracking Link: *****************************************************************************************

  Sincerely, 

  Nicole

  Customer response

  02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:I am disappointed in the overall lack of ability to reach a person or get a timely response to my many inquiries! This order should have been delivered within a week. The company did waive the shipping fee. However, after this experience, I will not be ordering again from this company if they use this service for delivery.

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

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with ReserveBar.com on December 19 and they charged my card right away. They sent an email confirmation and then nothing else. I have tried in vain to reach them via telephone, email, chat and text and cannot get anyone to respond to my outreach.

  

  Business response

  02/17/2023

  Hi ******, 

  Thank you for bringing this issue to our attention and I apologize for any inconvenience this may have caused.  After reviewing your order it looks like it was delivered via *** on 1/6/2023 **********************************************************************************************************************************************************************************************************.  If this is not the case please let us know and we will issue a refund for the missing order. 

  Sincerely, 

  Nicole

• Initial Complaint

  12/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed my order as a. Hristmas pressent when it arrived it was shattered i reached out multiple time email left a voiceMail have not heard back was told a reshipment would be sent but nothing was ever sent i cant get a hold of anyone its crazy i spent money on something and i feel scammed i want a refund ! Im waiting for my 30 days to file a claim with my bank

  

  Business response

  02/17/2023

  Hi *********, 

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced.  A refund was issued for the order on January 19, 2023.  I have attached copies of the refunds for your reference.  We will be working alongside our operations team to ensure an issue like this does not happen again. 

  
  If you have any further questions or concerns, please do not hesitate to contact us.

  Sincerely, 

  Nicole

• Initial Complaint

  12/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for two items to be sent as a gift to a friend on December 13, 2022. When I checked their website for the order status on December 19th, it said one item was back ordered and the other was delivered. I contacted my friend to see if she had received the gift on December 20th. No delivery was brought to her door that day, so the next morning she checked her mailbox, and there still wasn’t a package. I looked on the Reservebar website for tracking information, and it gave me a ***** number. ******s website said a label was created on December 19th, but they had not received the package. I sent ReserveBar two messages through their website contact form, and I did not get a response. I found a phone number and attempted to call them this morning. There was a recording telling me to use their chat bar on the website (does not exist), or to text them at ###-###-####. I sent a text and got an automated response telling me it might take a while to get back to me because of the holiday rush. I found the phone number for the actual shipping company, ***** **** *** ******** and called them. They said they would call ***** to find out where the package is, and they would call me with an update. I have not heard from ReserveBar or ***** **** *** ******* as of yet. At this point I feel like I have been scammed.

  

  Business response

  02/17/2023

  Dear ********, 

  We are appreciative of you alerting us to this issue. We regret any hassle you have gone through.  I have issued a refund for the item that was not received.  Please allow up to 5 business days for the refund to post to your statement. 

  
  If you have any further questions or concerns, please do not hesitate to contact us.

   

  Sincerely, 

  Nicole

  Customer response

  02/21/2023

  
  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

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bottle of whiskey from this website on 12/9/22. After looking at ***** ****, I realized I could get the same bottle for $30 less than I paid. I tried to cancel my order with them less than an hour after placing it, and was told there was no way to cancel it. I have tried to reach out through every mode of communication with absolutely no response. They say they have customer service to help you, but there is no such thing. All I want is to cancel my order and get a refund. After reading other reviews on your website, it sounds like everyone has had the same problem. This business is a scam and needs to be taken care of. My order #*************

  

  Business response

  03/09/2023

  I apologize for the delay in communication! Our typical response time is 24-48 hours for emails and 3 minutes for chats and texts, but our small team was overwhelmed during the holiday season and is still working to get back to our typical response times.

  I do see this order was canceled on December 12th and a full refund was processed.

*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. ↩