ComplaintsforCaskCartel

• 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.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order (12/2/22) for a bottle of spirits with the company "Cask Cartel." The cost was $159.99, my credit card was charged, and the order was completed. A few days later, the company reached out and claimed I owed them another $109.99. I spoke with the company on multiple occasions, trying to resolve the issue, but was unable to do so. They eventually refunded the amount, which was not the resolution I was seeking. I am seeking the product I purchased to be delivered, and for the agreed upon price they originally charged me. What they did was false advertising; they charged me an agreed upon amount, then attempted to collect more money from me. This was around the holidays, and the item was to be a Christmas gift. The company is refusing to honor the sale as agreed upon. Requesting that BBB step in and try to find a resolution. Thank you very much, in advance, for any assistance you can provide.

  Business response

  01/10/2023

  Hello *****. Thank you so much for this provided feedback and please accept our sincerest apologies that you are not satisfied with the service received. Our team reached out for the additional funds due to the original retailer being unable to fulfill that portion of the order. Therefore, our team reached out to other retailers to ensure the fulfillment of this order. Unfortunately, the retailer with confirmed inventory was charging more for the item. CaskCartel.com did cover the majority of the additional costs and offered to elimiate all profit in the order to appease you as a customer and have this item fulfilled. Once declined, a refund was processed to resolve this matter. Our team did try to negotiate and advocate on your behalf to lower the costs. Again, our sincerest apologies that you are not satisfied with your experience. We will use this feedback to assist all of our customers better in the future.

  Customer response

  01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You sold an item for an agreed upon price. You charged my credit card. You then decided it would (or should) cost significantly more, and informed me if I want the item I owe you more money. By this time, I wouldn't have received the item in time for Christmas. You ruined an important Christmas gift. This is not an appropriate nor ethical way to do business. If you aren't sure what the item costs, you shouldn't just take your best guess, charge a customer, then adjust the price after the fact and demand more money. Never, in any industry, have I seen a business operate like this. I could have purchased the item from a reputable company that keeps their word, had the Christmas gift as planned, and avoided this entire debacle. Do not sell customers items you don't even possess, or items you don't even know the cost of. I want the item for the original cost you sold it for. Until that happens, I will not stop pressing the matter, sharing online how your company operates and treats its customers, and leaving negative reviews everywhere I possibly can. This is your opportunity to make this right

  Business response

  01/12/2023

  Thank you for your response and the provided feedback. CaskCartel.com is a marketplace. Retailers list their products on our site because they will sell much faster than at their retail location(s). These are not CaskCartel.com products. We do try to negotiate with retailers as best as we can to provide the lowest price possible to our customers. Unfortunately, we were unable to honor the purchase price of the product that you purchased. Therefore, the funds have been returned to the original payment method to resolve this. We do apologize that we were unable to source the product for a lower price and do wish there was more that we could do to appease you as a customer.

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bottle from this company as a Christmas present. The package was never delivered. When I contacted the company they told me to go to *** to get the package but when we went they said they had already sent back to the sender. I contacted the company and said to either resend the product or credit me- I don't care which because it was a Christmas present and and now it is past Christmas. I have been told the case was closed and I don't get the product or the refund.

  Business response

  01/05/2023

  Hello *****. Thank you for your provided feedback. Our system shows communication between you and our **************** Manager who is 100% on top of this and ensuring a resolutiong. Unfortunately, there are policies that our team is required to abide by step by step which can sometimes delay the resolution process. However, she has reached out for a replacement shipment and should be contacting your shortly with tracking. We hope this helps!

  Customer response

  01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  That's a lie. They did reach out and said they cannot ****** because they are saying it was "declined" (which is not true) and they are saying they cannot refund because there is a "restocking fee" - this entire site is a fraud.

  Business response

  01/09/2023

  Hello ***** and thank you for your response. Yes, the reshipment was declined due to a dispute with your financial institution being opened. Therefore, our team would be unable to proivde you with a refund or a replacement. However, the Route claim would have been approved for a replacement or our retailers would have been able to provide a reshipment if this would have not been opened. Mangement will work directly with your finanacial institution to resolve this matter and unfortunately, this account will be blocked from making any future purchases. There are many reviews as well as fulfilled purchases that prove the CaskCartel.com marketplace is not a scam. Our team is required to abide by the Marketplace policies to ensure resolutions with our fulfillment team. We apologize that this experience was not satisfactory for you and will learn from these circumstances to better assist all of our customers.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed order on 12/7/2022, after placing order and payment went through on my ***************** I received a confirmation email stating in essence, this company CaskCartell was not responsible for whether I received the product or not, solely a third party deal, with unknown carriers. Company has not responded to my request for help or location of product or who carrier is suppose to make delivery. Numerous complaints online. Business is a scam...please help me. Thank you

  Business response

  12/12/2022

  Thank you so much for providing this feedback, *******. We are so sorry to hear that you are not satisfied with the delivery time frame of your order placed with CaskCartel.com. We appreciate your buisness and value you as a customer. We have notfied our management team of your complaint and will see to it that your order is shipped as soon as possible. Rest assured, our retailers are doing their best to have all orders fulfilled as quickly as possible during this Holiday season. Again, please accept our sincerst apologies. We will see to it that this is resolved quickly.

  Customer response

  12/13/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank BBB of *******,
  I accept the response of CaskCartel, but will not be fully satisfied until the product has been delivered. I have received an email indicating my order has been taken to and accepted by FEDEX.
  
  I do not want to close this complaint as resolved, again until order has been delivered in a reasonable amount of time.
  
  Thank you,
  *********************************

  Business response

  12/14/2022

  Hello *******. Thank you so much for your continued communication. We do see here that tracking was created for this order and see that our team did advise you that this shipment has to arrive to the ***** sorting facility for the tracking number to reflect movement. You should see movement within 1-3 business days. Again, our sincerest apologies that the delivery time frame of your order has not been satisfactory. Our fulfillment team is working extended hours and exhausting all options to ensure that orders are fulfilled during the Holiday season. This order was placed on December 7th and is currently on its 5th business day. Typically, processing an order will take anywhere from **** business days before tracking is created. Therefore, your order is in great standing and you should have it soon! We appreciate your provided feedback and value your business.

  Customer response

  12/14/2022

  ***Document Attached***
  According to ***** caskcartel has not delivered purchased item to their office for shipment, even though they pulled a tracking number. It appears their actions were to appease BBB to have this complaint closed. But have not moved any further to complete my transaction.
  See Attachment/File: 8D02D9CF-96F4-4F4D-9D3D-007426083E31.png

  Customer response

  12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  It is now 12/15/2022 and my order still shows it has not moved from CaskCartel, since purchased on 12/7/2022, they admit a tracking number was pulled, but item purchased is still in their possession and has not left their business to be shipped via ****** Again, as of today ***** has not received the item. I can only believe that under the present circumstance this item will never be sent. I would like my monies returned..REFUND!

  Customer response

  12/15/2022

  ***Document Attached***
  
  See Attachment/File: Detailed Tracking.pdf

  Business response

  12/16/2022

  Hello *******. Thank you so much for your response and all of your provided feedback. The tracking provided to you will not show movement for 1-3 buisness days as stated previously. Again, our sincerest apologies that the delivery time frame of your order has not been satisfactory. Please reach out to our **************** team at ************ for further clarification on what the hold up is on this order during this Holiday season.

  Customer response

  12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The order was placed, accepted and paid for on 12/7/2022 it is now 12/16/2022 and the 1-3 day movement time frame prescribed by the business is now 9 days since purchase and 6 days past 1-3 day time frame. Refund please

  Business response

  12/19/2022

  *************************************************************************************

  Customer response

  12/21/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  After 14 days of stress and worry, my purchase is now in my hands. Process with this company is too stressful and time consuming.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  As a Cask Cartel account members I've recently been totally unsatisfied with their customer service and quality controls. Recently on November 20, 2022 I place an order for one bottle of Graham No-5 White Port wine. Order number:************** To date this order as not been fulfilled and delivered. It's now 15-days later and I still haven't received this order. I have requested that a total refund of $204.92 be immediately credited to my ****.

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/12/06) */ Hello ******* and thank you so much for providing this candid feedback. It looks as if our Customer Service Managmeent team has taken over this order to rectify this matter with you. We do apologize for the delay in you receiving your shipment and will do our best to turn this expereince around for you. Consumer Response /* (2000, 7, 2022/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will except the Caskcartel Managers assistance to resolve my situation.

*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. ↩