Complaints

• Initial Complaint

  10/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  After dozens of calls to customer service over a six month period, changing email address on file and closing the account i still get daily junk mail from them. Now when i call they say just ignore the email. This is not acceptable.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a case (12 bottles) of 19 Crimes ****** ******* Chardonney wine on September 18, 2024. The same day they charged us $131.92 that came out of our bank account. We received one bottle (fair market value of approximately $10.00 on October 5, 2024. Both my husband and I called separately to resolve the issue and were told they could not resolve the issue.We have submitted a dispute through our bank.

  Business response

  10/09/2024

  Thank you for sharing your feedback. We apologize for any confusion regarding your order and would like to address the details of your experience.
  
  Our records indicate that you placed an order for one bottle of 19 Crimes Martha’s Chardonnay on September 17, 2024 at 7:27pm. The charge of $131.92 includes the cost of the bottle, Route Package Protection, and associated shipping and handling fees. We did not receive an order for a case of 12 bottles.
  
  Upon receiving your concern, our customer support team offered multiple options for resolution, including a partial refund, store credit, or an additional bottle of wine. Unfortunately, these options were declined, and a full refund was requested. As per our Terms of Service and Refund Policy, this order does not qualify for a full refund.
  
  We understand that you’ve chosen to file a dispute with your bank, and we will fully cooperate with the dispute resolution process. Our goal is to ensure our customers are satisfied, and we regret that our proposed solutions were not suitable in this case. As a gesture of goodwill, we see that our Customer Service Manager has processed a partial credit back to your original payment method for the inconvenience. 
  
  If there are any further questions or if you’d like to discuss this matter in more detail, we remain available to assist. Please reach out to our Support team via email at [email protected].

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a case of wine on ************************** for $89.99 plus shipping. When my wine arrived, it was 1 bottle. Puzzled, I contacted customer service and they told me that I had bought 1 bottle. This was absolutely not true, because a) it's a $9 bottle of wine, and b) I specifically put quantity of ***************************** order to get the $112 total (which I used a 10% coupon code for). Customer support told me I bought 1 bottle, and could not offer any help because I bought from a reseller. This is CRAZY! I can't believe I was scammed like this in 2024.

  Business response

  09/16/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or inconvenience you have experienced, and we understand how frustrating this situation must be. At ************************, customer satisfaction is our top priority, and we take all concerns very seriously.
  
  After thoroughly reviewing your case, it appears there may have been a misunderstanding regarding your order. We understand that you intended to purchase a case of wine, but our records indicate that the order was placed for a single bottle. We also noticed that a receipt detailing your purchase was included in the order confirmation email sent to you on the day you placed your order. This confirmation reflects the order details, including the quantity and total amount charged.
  
  In our effort to assist you, we offered to contact the retailer on your behalf to see if there were any resolutions or options available. However, we understand that you chose to dispute the charge with your payment provider instead. While we respect your decision to take this step, we want to reiterate our willingness to help and ensure that any issues are addressed to the best of our ability.
  
  Please accept our sincerest apologies for any inconvenience this situation may have caused. If there is anything more we can do to assist you, we encourage you to reach out to our customer support team via email. We are here to help and are committed to finding a satisfactory resolution.
  
  Thank you for your understanding, and we hope to have the opportunity to serve you better in the future.

  Customer response

  09/17/2024

   
  Complaint: 22291934
  
  I am rejecting this response because this does nothing for me. I still dont have the 11 additional bottles of wine I ordered. This is a prototypical scam of a company trying to deceive someone with smoke and mirrors. 
  

  Its amazing that in 2024, someone can still attempt to scam a customer this way, trying to sell a $9 bottle of wine for $89.99, with a creative deceptive bait and switch way of doing so. 
  

  So tell me, Cask Cartel, why did you charge me $20+ of shipping for one single bottle of wine then? You know it was for the case. 
  

  This lying is WILD. 
  
  Sincerely,
  
  **** ******

  Business response

  09/18/2024

  Hello ****,
  
  Thank you for your response and the continued feedback. We understand your frustration and would like to clarify the situation.
  
  We apologize if there was any misunderstanding regarding the order details. The details in your order confirmation and receipt clearly indicate the purchase of a single bottle, not a case of 12. If you wish to review your receipt, this was issued to you via email upon the completion of your purchase. Our Support Team is also able to provide you with a copy if you wish to receive this.
  
  Regarding the shipping charges, they are calculated based on the packaging and handling requirements for safe delivery, regardless of the quantity of bottles ordered. This ensures that all products are securely packaged to prevent any damage during transit.
  
  Our customer support agents have offered to reach out to the retailer responsible for potential resolutions to address your concerns, but we understand that you have declined those options. We remain committed to finding a satisfactory resolution and our Customer Support Team is here to assist you further if you wish to discuss any of the previously proposed solutions. Please reach out to them at **********************************************************.
  
  Thank you for your understanding, and we apologize for any confusion or inconvenience this may have caused.

  Customer response

  09/29/2024

  Why was this closed? I responded. This was a 100% scam. When I placed the order online, 1 bottle of the wine was somewhere in the $9 range. I added 1 x 12 to the order, bringing the new total somewhere over $100. Then shipping was included at checkout, which brought the total to $130-140. Somewhere around there. I had a coupon code that I used to reduce the price a little bit. Then I checked out, and that was that. Then I get a package in the mail with ONE bottle of wine! When I contacted Cask Cartel, they gave me some clearly doctored invoice that made it seem like I knowingly ordered 1 bottle of $9 wine, but somehow thought it was a good idea to spend $110+ on it. The notion is insulting and laughable, and reeks of a scam. And seeing the MANY similar reviews online, this seems to happen quite often. 
  

  its been a LONG time since Ive been duped to this level. Its amazing and sad at the same time. These folks have to live with themselves at the end of the day, and if you make a living ripping people off, itll come back. The boomerangs of life always do. Thats a universal law, and it is so. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased a bottle of lavender moonshine from Cask Cartel on May 10th, 2024. I have not received the bottle or had any communication on an estimated delivery date nor a tracking number. I received an order confirmation and then nothing else. I would like to receive my purchase. If the item takes long to ship, then the company should include an estimated delivery date upon purchasing. If there is a policy on this then it is hidden or not easily accessible at check out. This company boasts of highly rated reviews. Also, claims to have "4.5-star Google reviews" but the reviews are posted to an independent website called Reviews.iO. There are no "google" reviews accessible on their website or when searched on Google. There reviews are rated at 4.3 on Review.iO. which is inconsistent with their website. Please see attached screen shot of this company's website. I do not believe that their customers are able to leave a "google" review as I was unable to leave any type of review on the Google website. This is highly suspicious of falsely advertising high reviews.

  Business response

  05/30/2024

  Dear ****,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced with your recent purchase of lavender moonshine from Cask Cartel. Firstly, we are sorry to hear that you have not received your order or any communication regarding its status. This is not the experience we want for our customers. We will immediately investigate the status of your order and ensure it is expedited. You will receive a follow-up email with your tracking number and an estimated delivery date within 24 hours. Regarding your concerns about the estimated delivery date, we appreciate your feedback. We strive to provide clear and accurate information to our customers, and we will review our policies and website to ensure that estimated delivery dates are more visible and accessible during the checkout process. Concerning the reviews, we apologize for any confusion. Our reviews are collected and displayed on many different platforms, and we understand how this might have caused some misunderstanding. We will look into the discrepancies you have pointed out and ensure that all our review information is consistent and transparent. We value your feedback and take it very seriously as it helps us improve our service. Please do not hesitate to contact our customer support team directly at [customer support email or phone number] for any further assistance or if you have additional questions.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Recently, I encountered a significant issue with Cask Cartel that has left me concerned about their business practices and customer service ethos. Upon placing an order, I immediately realized a mistake and attempted to cancel it within five minutesa reasonable expectation, I believed, for rectifying such errors. However, the response I received was not only unhelpful but unexpectedly adversarial, including threats to contact my credit card company and references to a rigid "policy" that was neither transparent nor easy to find prior to purchase.----Quoted From Cask Cartel "Please be assured that we possess all necessary order evidence and email correspondence, ready to furnish upon request from your financial institution."----

  Business response

  04/01/2024

  Hello *******,

  We appreciate you taking the time to share your feedback with us, and we genuinely regret any inconvenience or frustration you experienced with our service. Our records indicate that our support team made several attempts to assist you in resolving this issue to your satisfaction. However, we understand that you were reluctant to allow us to contact the responsible vendor for your order in an attempt to halt the fulfillment process.

  We want to clarify that once an order is placed, it enters an automated processing system, making cancellations challenging. This is why, as part of our standard procedure, customers agree to our Cancellation/Return policy upon making a purchase.

  In our communications, it appears there was a misunderstanding regarding the dispute process. We intended to explain that disputing a transaction prevents refund processing within our system until the dispute is resolved by your financial institution. Our aim was to ensure clarity and facilitate a resolution in an amicable manner. We apologize if our communication seemed threatening; it was not our intention. Our goal is to maintain transparency throughout the process of resolving any order issues.

  Once again, we apologize for any inconvenience or confusion that has been caused. We truly appreciate you sharing your concerns, and we value your business as a customer of the ************************ Marketplace. If you're able to close the open dispute with your financial institution, our team is more than willing to accommodate a resolution. However, we fully respect your decision if you choose to proceed with the dispute process. Our priority is to assist you in any way we can.

  Please feel free to reach out to our support team with any further questions or concerns, and they will promptly assist you.

  Customer response

  04/03/2024

   
  Complaint: 21505353
  
  I am rejecting this response because:
  

  They are not providing resolution. It's a CON that they can not provide a refund under dispute. I am a business owner and assist in business with their needs you van absolutely allow a refund during a dispute.

  Further, This vendor does not have this product they broke it and take e difference. I have contacted the ****** state ********* for complaint as well as they seem not to have a TAX ID for ******. In ****** it is irrelevant if the use a broker because they do the billing./

  I will spend the max *********** defending this including legal. Until my issue is resolve. Its not the money its the principle. 

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

  Business response

  04/04/2024

  Dear *******,

  Thank you for sharing your feedback. We take customer concerns seriously and appreciate the opportunity to address them. We regret any inconvenience you've experienced and understand your frustration.

  Regarding your request for a refund during the dispute, we empathize with your position. However, in accordance with our policies, refunds during disputes are subject to specific guidelines. Our Support Team is committed to honoring these guidelines. We attempted to explain this transparently to you. However, it was very challenging for you to accept our resolution process and timeline. Nevertheless, our team pursued the matter with the responsible retailer, resulting in an approved cancellation with a 35% restocking fee deduction. This has been processed, and a refund has been applied to the original payment method.

  Regarding your concern about product availability, it's important to clarify that CaskCartel.com operates as a Marketplace similar to **** or Amazon. Vendors list their inventory on our platform to reach a wider audience. We assure you that we operate with full transparency and compliance with all applicable regulations. This information is clearly stated on every product page of CaskCartel.com, as well as in the Terms of Service, which you agreed to upon placing an order.

  We value your business and hope to have the opportunity to regain your trust. Should you wish to discuss this matter further, please don't hesitate to contact us directly at ********************************.

  Customer response

  04/04/2024

   
  Complaint: 21505353
  
  I am rejecting this response because:
  

  I don't agree to the restocking fee because nothing was sent so there was nothing to restock. Also, if your business was like amazon or **** there would be more principle and ethics to your buissness. Also after further investigation it looks lie you don't have the license to sell liquor in ******.

  I will continue to fight this in every way possible.

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

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are selling wine for hundred and thousands of dollars more that retail.I bought a case of wine for $300 and they sent 1 bottle.

  Business response

  12/04/2023

  Thank you for your feedback. Our records show that you purchased one bottle, and this information was communicated to you when you initially reached out. Our **************** Manager has personally addressed and resolved this issue by issuing a refund of $50 to your original payment method. We value the opportunity to ensure your satisfaction as a customer. Please feel free to contact our customer service team in the future if you need any further assistance.
  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business buys from thatcher wine, alludes the public that you are getting a case. One bottle comes. They charged me $46 for shipping and $399. I went ahead and bought multiple bottles at thatcher and didn’t even come close to the price charged for one bottle this is fraud

  Business response

  10/30/2023

  Hello ********* We appreciate the feedback you've shared with us. As per our system records, your order was indeed placed for one bottle of the 2020 Domaine La Soufrandière Pouilly-Vinzelles. Your request for a resolution is currently under review with our Escalation Team. We kindly ask for your patience and anticipate a follow-up from the Customer Service Manager within 1-3 business days. Rest assured, we are committed to ensuring that this matter is resolved to your complete satisfaction. Thank you for your understanding.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good morning I purchase three bottles of screaming eagle for $8400 after placing the order I received the email four cheaper wine. I immediately called him to inform them that's not what I purchased and cancel the order and the lady I spoke to. She said she will have her manager call me they will work something out lady name Taylor called me she said she was the manager. She's very sorry she will make it right, two days later, they send me a box of wine. I called ******** ******* to dispute the charge. They informed me to not open the box. They will have them pick up the box after two months. The wine was outside it was getting warm I open the box found out that they put $50 bottles of wine in the box , this people are 100% fraud. Everyone should know if you would read their reviews 99% people having problems with them Thank you !!

  Business response

  08/28/2023

  *****
  
  We appreciate your feedback. However, we must address these allegations as entirely baseless. It's important to note that you initially placed an order, which was subsequently followed by your initiation of a credit card dispute with ******** *******. Your current dissatisfaction seems to have arisen from the outcome of your financial institution's decision, which validates the merchant's legitimacy and dismisses any claims of fraudulent activity.
  
  We regret to learn that you're not content with the agreed-upon Terms that were in place when you made your order. Nevertheless, it remains evident that our company has acted in accordance with our obligations. We even extended efforts to provide you with opportunities to resolve the matter, unfortunately without a response from your end.

  Business response

  08/29/2023

  We appreciate your continued communication and the provided feedback. The email communication clearly shows that our team attempted to satisfy you as a customer and provide other methods of resolution. However, you continued to threaten dispute. You left the final decision of whether this charge was valid or not, up to ******** ******* to decide. They have sided with the merchant. We are sorry to hear that you did not receive the outcome that you anticipted.

  Customer response

  08/29/2023

  
  Complaint* ********
  
  I am rejecting this response because:
  They keep lying. Those people are professional liars, and cheaters.
  Sincerely,
  
  **** *********

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a case of wine on the web site. The price was $399 for the case with additional for shipping, the order arrived as 1 bottle. I called customer service and they stated the mistake was on my end. The manager said they would reach out to the seller to see if they might send me a few more bottles. This was not what I ordered and I asked for a refund which I was told was not possible. I have contacted my cc company as well as this event is identical to many complaints on the BBB website. The manager said this happens frequently when I said I would never pay $400 for a normally $38 dollar bottle of wine. Seems like a scam to me.

  Business response

  06/28/2023

  ***** thank you for your feedback, and we apologize for your dissatisfaction with the order you received. As previously communicated by our Customer Service Manager, you purchased one bottle of 2019 Boekenhoutskloof Syrah on May 2, 2023, and you were provided with a receipt for your reference. According to our records, this product was delivered to you on May 22, 2023.
  We understand that you have expressed unhappiness with the purchase price. Our Customer Service Manager offered to reach out to the retail fulfillment partner for a resolution on your behalf. However, we regret to inform you that due to the ongoing dispute you initiated with your financial institution, we are unable to make any modifications to this order until the dispute has been resolved. This information was communicated to you on May 23, 2023, when you initiated the dispute. Here is an excerpt from our previous communication:

  "Please understand that this is a necessary step to comply with the dispute resolution process and protect the interests of all parties involved. Our goal is to work closely with your bank to reach a satisfactory resolution as quickly as possible. However, if you take action to close the dispute, once closed, our team will be able to provide the promised resolution process to you."

  We sincerely apologize for any inconvenience caused, and we appreciate your understanding as we navigate this dispute resolution process. If you have any further questions or concerns, please feel free to reach out to us at *********************

  Business response

  07/06/2023

  Hello ******** Thank you for your response. As mentioned earlier, you bought a single bottle instead of a case. We have sent you the receipt multiple times for your reference. We apologize if you are dissatisfied with the outcome of this purchase. However, please be informed that CaskCartel.com has fulfilled the order you placed. If there is anything else we can assist you with, please let us know.

  Customer response

  07/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I followed a link on your site and the receipt you send is not consistent with the order I pressed buy on.  It is not that I am dissatisfied, this is at best and issue with your ordering system but most likely a scam.  Review of the BBB site shows this is a common issue with your business. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I did a product search on Cask Cartel site for a case of Cruzan black strap molasses rum and found a result. I placed that in my cart and the price was, with tax and shipping $148. I received a shipping confirmation and when the package arrived it was a single bottle of rum. The local price for 1 bottle is about $22, the price for a case with shipping seemed accurate, but not for 1 bottle. I contacted Cask Cartel to dispute this charge. They indicated that they do not offer a case and that option was greyed out. I asked to return the item since it was not what I ordered, but they only offered me a store credit as a courtesy. It did not address the gaping disparity between the price for a case versus a bottle. I also had no intention of purchasing anything from this company again. I disputed the charge after getting no satisfaction from Cask Cartel, and they have now sent an increased charge for my purchase and threaten to send my account to collections months later. I just want to return this item for a refund. I have kept the single bottle in its box since we received it months ago, just so I can return it. My original order was Nov. 13, 2022, received Nov. 19. I have an entire e-mail chain of conversations regarding this purchase.

*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. ↩