Complaints

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with Reserve Bar on 11/24. The order went through fine and I spent over $200. A week later I get an email stating the system mistakenly allowed me to place an order in **** and my order had been canceled. It is now 12/7 and I have yet to receive a refund for my purchase and my membership fee since I can't purchase in my state. I have reached out to the business via email twice and via phone but the system hangs up on me and tells me to send an email or text. No one has responded to my requests at this time.

  

  Business response

  03/09/2023

  I believe this is in reference to *************, which was placed on November 24th. On November 28th, the order was canceled and refunded. I have attached proof from our payment processor.

  Customer response

  03/16/2023

  
  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

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered four bottles of *******. Order number number *************. After a week they cancelled my order and stated it wasn’t available but on the same day they cancelled they had the items available for purchase on their site in stock for almost twice the price. Only looking to have my order filled for the agreed upon price. This would violate state consumer protection laws and a rule against "bait advertising”.

  

  Business response

  03/09/2023

  I apologize for any confusion around the cancellation of this order. I would like to take the time to explain how our business model works, which should help to clear up any confusion.
  
  We work with retail partners, who fulfill orders and deliveries. When you place an order, our system uses an algorithm that selects a specific retailer that is geographically close to you with the best pricing available, and reports that they have the item in their inventory. Our retail partners are all individual businesses as well, so inventory can vary based on what they have sold on their own. 

   

  At the time you placed this order, the assigned retail partner was ****** ********* and the item appears to have been on backorder. Back orders are for items that are not physically in the store, but our retail partners believe they can get from distributors. You are never charged for a back order until the items are confirmed by our retail partner. 

   

  Unfortunately, ****** ******** was not able to get this item any longer from their distributor, so we had to cancel the order. We do not have the ability to route orders to different retailers due to different costs and price. If this was showing as available on our site at a different price, it would have been through a different retail partner of ours, who may sell it at a different price.

  Customer response

  03/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is not a resolution and only an excuse. If an order cannot be filled it should not be posted nor show as a pending transaction for well over a week. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/25/2021 I placed and order with Reserve Bar, and they sent me a an order confirmation e-mail with Order #*********. On 11/27/2021 they charged my credit card $178.98 for the order and I never received any communication from them after that. After a few weeks(early January?), I called their customer service number and left a voicemail with no response. On 01/16/2022 I texted in response to their original welcome text asking for an update, again with no response. On approximately 01/23/2022 I submitted a request through their website, again with no response to date(01/26/2022). If you could help me get a refund, I would greatly appreciate it. I sure wish I had checked BBB before ordering from them, I see many others have similar complaints. Thank you, ******* *****

  

  Business response

  03/09/2022

  We do apologize, the customer's communication was crossed with a wrong account that showed a reshipment had been sent.  This was done during a time we were very behind on tickets and some mistakes were made in our haste to help as many as we could.  ***** cannot confirm the shipment so we have refunded the order and again apologize for the mistake from our side.  A notice was just sent and should hit the bank within 3-5 business days.

*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. ↩