Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/17/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want a full refund for the order I never received and I will never be ordering from this company again. I tried to order Drizly while on a business trip in ***********, and Drizly refused to process my order because they think it isnt me ordering. After dealing with two customer service representatives to no avail (one of whom straight up stopped replying to me), Drizly said they will refund my card in 2-5 business days. Umno? Why did you charge my card if you lied and said the order couldnt be charged in the first place? I will be disputing these charges with my bank and I will never be ordering from this company again. This is the worst company in the world and their business practices are extremely underhanded and unprofessional if not criminal.

  

  Business Response

  Date: 03/17/2024

  This order was voided 3/17/24 at 03:21 PM (EDT) and any pending authorization charges will be dropped from the customer's bank account, usually within 2-5 business days depending on the processing times of their bank. 

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Yes, I am aware of that at this point. However, your company has failed to address my other concerns, which unfortunately is typical of Drizly customer support. 

  
  FAQ
  
  Regards,

  Hunter

   

   

  

  Business Response

  Date: 03/19/2024

  While the customer's opinion regarding our service/support is regrettable, a full refund was issued on this order as initially requested, we are unfortunately unable to address or remedy this order further at this point. 

• Initial Complaint

  Date:03/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to completely delete ALL of my information and my on-line account with ********************. However, it appears they don't want you to delete your account. On their support page where they ask you the reason for contacting Drizly...IT DOES NOT WORK. It will NOT let you complete the request to delete account because they have disabled the reason section for why you want to delete your account. I don't think we should have to give a reason. They are closing their doors/going out of business. It appears they want to keep your information to sell it to another company, it appears. They DO NOT have my permission to sell my information or to hand it over to another company. I want ALL of my information deleted and my account deleted. Thank you.

  

  Business Response

  Date: 03/15/2024

  Our support team can be reached by emailing ********************************** if the customer is having any issues using the "contact us" form (*********************************************) and our team will be happy to assist! As the "Contact Us" page has been verified to be operational we would also recommend potentially trying a different browser/device. 

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Per Drizly's response/request, I submitted a request to ********************************.   I requested they delete my account and ALL information permanently.  I requested they not transfer, share, or sell my information.   Not sure why I have to change browsers to do business so the site is workable.  I am on a well known established browser.   I would think a business would want their site to be user/ customer friendly.     Once my information is permanently deleted, I am happy accept and close the case.   Thank you.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 03/19/2024

  Our support team directed the customer to our data deletion form (which can be found here: ********************************************************************************************************************) on 3/18/24.

• Initial Complaint

  Date:11/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, October 31, 2023 at 4:43 PM I made an online Drizly purchase for local delivery to my home which is less than 4 miles away from the wine merchant. Drizly Order #******** for the total checkout price of $31.96 which was immediately posted to my bank. Three hours passed with no delivery. I phoned my local wine shop who were very nice and told me the package had been returned to them as undeliverable. That is simply not true, and why wasn't I notified by Drizly? I am homebound due to the painful treatment effects for my Stage Four Cancer. I therefore rely on home delivery for all of my needs, which thankfully has worked out well for me. I attempted to resolve this issue through the Drizly Help and Support functions both online and through my mobile app. At 7:36 PM 10/31 I received a generic email from them inviting a reply which I immediately replied to explaining my issue. I also left two voicemails with the Drizly ****** number ************ - one last night and one today. Drizly now has my Order listed as Delivered both online and on mobile app. I am out 2 bottles of red wine and my $31.96 which may not sound like much, but at this time my bank account is sufficiently drawn down that I cannot afford to simply reorder and just hope for the best this time. I would like Drizly to immediately resend the order minus any additional billing to me, or immediately credit my initial payment. They needn't bother gifting me with Promo Codes as they will not go through on a purchase here in ***********. Yeah, ****** (Drizly Offices) can you hear me? I'm not that far away! I'm in for another sleepless and painful night. A very grateful and sincere thank you to all who will help.

  

  Business Response

  Date: 11/02/2023

  A full refund for this order was issued on 11/1/23, this should appear in the customer's bank usually within 2 to 5 business days depending on processing times. 

• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** placed several orders in the past with this company and they turn out just fine. Now my account has been closed without any explanation from the company and Im unable to make a new account without it being canceled on me again. Ive been told they cannot tell me the reasoning that I cannot use the service anymore but that goes against any rights I have as a consumer using their service. Im looking for direct contact with Drizly to get this matter sorted in a way that in amicable before I may have to progress this issue further than they may like.

  

  Business Response

  Date: 10/09/2023

  Drizly will no longer be providing service to this customer/address moving forward per our terms of service. 

• Initial Complaint

  Date:10/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a gift for a friend. Delivery was said to be 3-5 days. Product is still sitting in a warehouse 8 days later with no movement or communication on why it is still there or when it might be delivered.I have sent numerous emails only to be ignored. Their disregard in this matter makes me just want a refund since they seemingly could care less about actually finishing the job.

  

  Business Response

  Date: 10/03/2023

  Customer reported issue on 10/1. Shipping Carrier confirmed address was in an undeliverable location and returned the order to the merchant. A full refund was issued on 10/3 in addition to a $20 credit.

• Initial Complaint

  Date:10/01/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered several items from Drizly on Saturday September 30. I selected that unavailable items be removed and refunded from my order and not substituted. However, after my order was delivered, the ***************** Oktoberfest had been substituted with ************************* Ale and the Prost Marzen Oktoberfest had been substituted with Prost Marzen Grapefruit ******. This is unacceptable, so I reached out to customer and requested a refund for these items as they were incorrect and this is Drizlys mistake as they give customers an option to to request items not be substituted and these were substituted anyway. The customer service representative refused to give a refund saying they just switch out seasonal beer which is an unacceptable and dishonest policy. I now would like a full refund for my order as the customer service, service fees, and policies are unacceptable. If going through the BBB is unsuccessful my next steps will be to file complaints with my state AGs office for dishonest business practices, as well as with the *************************************

  

  Business Response

  Date: 10/02/2023

  Customer purchased a seasonal item with a shared barcode, which resulted in them receiving 2 wrong items. Issue reported on 9/30 and customer support provided the following options on 9/30: return for a refund or exchange or keep the items and receive a refund for difference in price. Customer refused a return on 10/2 and a refund for $24.86 was issued for the incorrect items.

  Customer Answer

  Date: 10/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple times Ive ordered and place my order between 3-4. The earliest window possible in my area. Never has my order been on time. Mostly comes an hour late. I select the window Im or my partner will be home and no one comes. They only offer $5 codes which I cant use as an Uber one member and stupid apologies. Yet if we arent home can be charged up to 20 bucks. Check my account and all the late orders. I would go buy alcohol instead of using Drizly but I live in a dry town and usually have to drive **************************************************************************** a lot of headache. Im on again waiting on a late order was Im writing this.

  

  Business Response

  Date: 08/25/2023

  After looking into the order, the retailer's delivery driver appears to have been late. For clarification, Drizly orders are delivered by the retailer's employee, not by Drizly. We have issued a promo code as an apology for the retailer's late delivery. Should the customer choose to place another order on ********************, we would recommend trying a different on-demand retailer in their coverage area to ensure the delivery arrives on time.  

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  The codes you keep adding to my account dont actually work because Im an Uber ONE member and I cant use the codes yall give towards my orders so its a pointless fix as I cant use it.

   

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 09/01/2023

  We are unfortunately unable to provide additional compensation beyond a discounted delivery fee due to state law, as certain states are limited to either $ off or delivery fee discounts depending on the laws of that state. 

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.  
   
  dont use this company they have no accountability about its vendors or policies. Will charge customers if they arent home for a delivery but a delivery can be over an hour late and they act as if their hands are tied with refunding me. Said state law prohibits what they can do but read some reviews and they offer refunds. Maybe cause Im black I wont get a refund from this company 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:08/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drizly uses driver's as a W2 contractors. I made a delivery to *************************** with order #********. This customer made a very specific request about how the delivery should be left with **** Services at ****** ************* where he left his Id in order to verify. When I arrived to **** services, they told me that They are not able to receive liqour. I called **************** 4 times to his personal number to arrange the delivery but never answered. Drizly told me to return the order to the store which I did as you can check with the receipts. Unfortunately, Drizly is denying me the $50 restocking fee promised by their customer service now.

  

  Business Response

  Date: 08/22/2023

  In reviewing this order, we see delivery was scheduled by the customer for Monday, August 21 between 7PM - 9PM (EDT). ******** was attempted at Monday, August 21 6:31PM (EDT). As delivery was attempted earlier than the customer's specified available time, we are unable to charge a restocking fee for this order. Additionally, this order appears to have not been tracked properly using the driver app, the order status going from "Packed" at the store at 6:30PM to "Outside" the customer's location at ******.

• Initial Complaint

  Date:07/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A order was placed from my iPad by my teenage son. The order was completed and delivered, no I'd was checked, and the order was left outside. I contacted customer support and the only thing they were able to tell me was they confirmed the order was placed to an address ive used before and no refund will be provided. Aside from the fact I paid for an item I personally never received, they also delivered alcohol to minors with no remorse.

  

  Business Response

  Date: 07/06/2023

  Drizly is an e-commerece facilitator for sales of alcoholic beverages. Drizly connects customers with local licensed retailers who sell and deliver beverage alcohol. Accordingly, Drizly did not sell nor did it deliver the products referenced in this complaint. The products were sold and delivered *********** Liquors.
  
  The customer contacted ******************** on 7/1/23 and reported that a minor placed an order from their account. They notified Drizly that the retailer's driver dropped the item off at the residence, and did not utilize an ** scanner.
  
  After being made aware of the situation by the customer, we contacted the retailer to reiterate the importance of scanning a valid **. The retailer confirmed that their driver did not utilize the ** scan, and instead left the order at the door. Drizly provides retailers with the technology to aid them when validating customer **s. However, ******************** does not sell or deliver alcoholic beverages, nor does it supervise or guide delivery personnel who all work for local licensed retailers. We have suggested this customer contact the retailer to discuss this sale and any other related matters.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was using Drizly for the first time and I accidentally made two orders. The first was less expensive ($34.72) and I cancelled it. I was delivered the cancelled order (which was also missing items) and have not heard back from customer service about being refunded for the order I didnt get ($41.43) or the items I didnt get in the order I did receive.

  

  Business Response

  Date: 06/23/2023

  The consumer notified us that they accidentally placed a duplicate order (#********), and then voided the order at 11:42 AM (CDT) on 06-16-2023. The payment was voided while the charge was still "authorized," and this will not appear on the bank statement as a separate refund. Rather, the pending transaction should drop from the bank statement instead of settling as a charge. The consumer then placed a second order (#********), and an a wrong sized item. The consumer notified Drizly support about this, and we initiated a full refund for the incorrect item in the amount of $14.78. 

  Customer Answer

  Date: 06/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************