ComplaintsforB-21 Liquors, Inc.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello,I have an issue with the order #******* I placed. I received four of the nine bottles with broken wax seals due to extremely poor packaging. Additionally, there was no notice of the fact that the boxes would be opened and shipped separately. As a result, all nine bottles are considered opened/used, and 4 are considered arrived opened, since there is no evidence that the bottles have always been closed. I am requesting prompt and proper compensation for the open boxes and broken wax seals. I'd like to return the 4 bottles that are no longer wax-sealed. I am appalled that your company would be ship bottles with no wrapping, simply in cardboard. Photos are attached. Your shipping team is directly responsible for this. Please call me at your earliest availability at **************.I have not received any response since I filed an issue Monday.

  Business response

  03/08/2024

  Issue resolved directly with client to their satisfaction; correspondence attached,

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for $228.80 worth of wine on July 27, 2022. As requested, the wine was apparently sent to a UPS "access point" location and was delivered there on July 29,. However -- and even though I was promised that the package would be held -- the package has TWICE been marked as being slated to be returned to the sender - once on August 3 and once on August 4. There is no way to speak to a human at B-21 Wine to straighten this out - there is NO PHONE NUMBER (I wonder why). When I emailed customer service, I asked them to contact UPS to sort this out, but they did not do so, and they did not address my concerns.. So I have paid $228.80 and have received nothing. In addition, B-21 promises they send out shipping confirmations (they don't) and tracking information (they don't). Dealing with shipping from this business is a total nightmare.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/15) */ B-21's phone number (the same for about 50 years) is posted on our website, available via a quick Google search, and listed on the client's invoice: ************ or ************* Phone support hours are 10am-5pm ET as noted in our phone greetings. It is simply not true that B-21 didn't contact UPS. We did indeed email the customer tracking on XX-XX-XXXX at 03:30 PM ET to **********************. Our guess is that the email is in the customer's promotional tab within Gmail. The customer has already disputed his credit card payment with JP Morgan Chase Bank and has subsequently been refunded in full (chargeback case # *************). B-21 is opting not to discontinue our relationship with this client. Consumer Response /* (3000, 7, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unsatisfactory for at least a couple of reasons. First, I still don't understand why the package was returned to B-21 before its scheduled pickup date, and I don't understand why I was unable to pick up my package at the UPS access point - I tried two days in a row. That's the main issue, and B-21's response does not explain this. Second, I contacted B-21 by email on August 4, 2022 (i.e., for at least the second time) about this issue and received no response from B-21. Why not? Third, B-21 put personally identifiable information (my email address) in its response. (Hopefully that will get deleted but I want to make sure) Business Response /* (4000, 9, 2022/08/16) */ First, the package was not returned before it's scheduled pickup date. It was delivered to the UPS access point 7/29 and return 8/5 (7 days). Here is the tracking link to confirm this: ***********************************************************************************************************************************s. We too do not understand why customer was unable to pick up the package and have an active investigation with the carrier. As customer knows from his prior 14 orders, this is not typical. Second, B-21 did reply with all of the information available at the time (attached). Third, we misspoke in our prior correspondence. B-21 is opting to discontinue our relationship with this client. The client has been refunded in full, and this will be B-21's last correspondence about the matter. Consumer Response /* (4200, 11, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) B-21's decision to "discontinue business" with me speaks volumes - it is retaliation for brining a complaint with BBB, pure and simple. I'd remain a customer if I could. This is a misunderstanding that could have been easily cleared up with a phone call or an email. On August 4, 2022, I offered to withdraw my credit card dispute if I could get what I paid for, but got no response. I still don't know why B-21 did not respond. The correspondence attached by B-21 shows that B-21 employees were discussing my August 4 email on August 5, 2022, but they never responded to it. Unfortunately, B-21 only offered a (partial) explanation (through this platform, not to me) when I made a BBB complaint - which in my opinion speaks volumes about how little they value customer service (although they are happy to take your money). There's no practical way to resolve problems with B-21 by interacting with a human in real time. I am aware that B-21 has a phone number, but no one picks up the phone (you are on hold endlessly), and phone calls otherwise go to a series of endless (and pointless) "self service" menus. (I would look at other complaints against this business, which appear to confirm the lack of ability to contact them by phone.)

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