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:02/02/2023

  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.

  On August 23rd 2022 I ordered from Drizly and never received it. I would just like a refund for their mistake.

  

  Business Response

  Date: 02/03/2023

  This order was marked as completed by the third party courier assigned to this delivery 08-23-2022 05:50 PM (CDT), Drizly was not notified at the time of any issues with this delivery and given the length of time that has passed and as this order was marked as successfully completed we would not be able to issue a refund for this order.

• Initial Complaint

  Date:01/11/2023

  Type:Delivery 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 placed an order to be gifted to someone on January 2,20223 I got notification that it was shipped January 4, 2022. A delivery person called on January 5th to arrange delivery. The person getting the gift was not able to sign for it. The person receiving the delivery was told a second attempt would be made. Its now been almost a week and no other attempts were made. I contacted the store the bottle was shipped on and practically hung up on my the person at the at store. I have contacted Drizly by email three time and only gotten an auto reply.

  

  Business Response

  Date: 01/14/2023

  In this instance the store unfortunately provided an incorrect tracking link to the customer, after sending the correct tracking link for the customer's order, the customer confirmed this order was indeed delivered successfully. 

  Customer Answer

  Date: 01/14/2023

  [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:12/29/2022

  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 12/15/22 I ordered The Prisoner wine to be delivered to my step sister address in ********* , ** for her birthday. She received a text requesting her availability. She text back stating she was home and Available. The wine never arrived. I contact the liquor store ****** and they never received the order. Please see the order for $66. I contact Drizly via email 2x. They never responded *********** me via phone. It has been 14 days and I would like my money back.

  

  Business Response

  Date: 12/30/2022

  When the customer placed their ******************** gift order we sent an email to the provided recipient's email address listed on the order inviting them to choose a convenient time to receive delivery of their gift. The customer's email client blocked the scheduling email from being received as it was hard bounced back after each sending attempt. We have canceled this order and the pending authorization on the customer's credit card should drop within the next two to five business days.
  

• Initial Complaint

  Date:12/17/2022

  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.

  Over Various occasions i was told my order was on its way but never was! Today was the latest but it has happened at least 4 times prior. Very disappointing and when u contact the store they say they have not received your request. I tip good but these stores are making fools of yall.

  

  Business Response

  Date: 12/19/2022

  Taking a look at the consumer's account we do see they have been issued refunds for any unfulfilled orders from our retail partners. We will continue to coach these retailers on best practices for deliveries as Drizly itself does not employ/hire drivers and will ensure these incidents get in front of the correct team members for follow up.

• Initial Complaint

  Date:12/14/2022

  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.

  Five different times within the last month I placed an order for one bottle of vodka and 5 TIMES I RECEIVEDI NOTHING! I AM HANDICAPPED AND CANNOT DRIVE. I even had an email exchange from some bimbo about my complaint. SHE DID ZERO! AND I TOLD HER THAT I AM HANDICAPPED & CANNOT DRIVE.DRIZLY TOTALLY *****. THEIR BUSINESS LICENSE NEEDS TO BE REVOKED...OF COURSE THE HEAD PERSON AT DRIZLY IS A PIMPLY FACED FAT MALE TEENAGER. YOU SUCK!

  

  Business Response

  Date: 12/15/2022

  The customer has had a full refund processed on their most recent order as of November 21st, 2022. All other orders on the account placed as far back as August and July of the same year have nothing indicating they were not delivered successfully, including outreach at the time the orders were placed to our support center stating otherwise. 

• Initial Complaint

  Date:12/03/2022

  Type:Sales and Advertising 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 purchased a bottle of Old ********* Single Barrel Barrel Select through the Drizly app at Zipps Liquor. The money was taken from my account and applied to the purchase. Shortly after I completed my transaction, Drizly canceled my order. They did this because the store did not have the product. They never refunded my money. After multiple attempts via email do attempt to get my refund back I have had no responses back.

  

  Business Response

  Date: 12/05/2022

  Upon inspection of this order, this order was voided by the customer on 11-04-2022 at 09:20 PM (CDT) and we can confirm the void was processed successfully. Because the payment was voided while the charge was still "authorized," this will typically not appear on their statement as a separate refund. Rather, the pending transaction will drop from their statement instead of settling as a charge. As the void was processed and we cannot void the order further, we would recommend the customer follows up with their financial institution. 
  
  

• Initial Complaint

  Date:12/03/2022

  Type:Order 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 12/2/22 I attempted to use drizlys services.For some reason my password wasnt working so I attempted to reset it. Still didnt work. So, I reached out to the email provided for customer service. Please read from the bottom up!!Please reply directly to this email.Your request (*******) has been updated.********************Drizly Customer Experience Team ********************* Customer Support)Dec 2, 2022, 6:10 PM EST Hi Xxxxxx, As previously stated, Drizly will not be able to service you moving forward. This decision is indefinite and irreversible. We are sorry for the inconvenience. ********************Drizly Senior Customer Experience Xxxxx xxxxxx Dec 2, 2022, 5:54 PM EST Can you tell me why? *** ordered several times before without issue? Sent from my iPhone ********************Drizly Customer Experience Team ********************* Customer Support)Dec 2, 2022, 4:20 PM EST Hi xxxxx, Thank you for reaching out, I am sorry to say that Drizly is no longer available to service your account. We are sorry for the inconvenience. Best, ********************Drizly Senior Customer Experience Xxxxxx xxxxxx Dec 2, 2022, 4:05 PM EST Hello,I am Unable to reset the password as it keeps telling me Something went wrong, please try againSent from my iPhone [355OP2-9834L]This is not a suitable explanation.

  

  Business Response

  Date: 12/05/2022

  Per Drizly's terms and conditions, we are no longer able to service the user's account moving forward, the account in question has been closed and this closure is non-reversible.
  

  Customer Answer

  Date: 12/05/2022

  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.]
  
  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:11/19/2022

  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.

  I am writing to you to address one of the worst customer experiences I have ever had. On Friday morning 11/18 I ordered a bottle of champagne to be delivered that day through the Drizly app. The order was purchased from Specs liquor store in *************. Delivery was scheduled for Friday afternoon. This was a gift I ordered to be used to celebrate a special 40th birthday celebration.It was never delivered. On Saturday late afternoon I received an email telling me there was an issue and it wasnt delivered. I contacted the company and they said there was an issue with their system. There is still no confirmation as to when the delivery will take place. The issue is very poor communication. Not to mention they are not reliable. What was intended to be a nice surprise was nothing but a huge headache and disappointment. I requested a financial compensation and the company only offered 2 free deliveries. I have no interest in ever using their service again. I want them to deliver the item and provide a financial compensation for the fact that it was not delivered the day or the next day that was contracted.

  

  Business Response

  Date: 11/21/2022

  After reviewing this order, we can verify that the retailer responsible for the order was unable to complete this delivery as specified. A full refund was issued on 11-21-2022 of which the customer was notified of as well and a credit was applied towards future deliveries.
  

  Customer Answer

  Date: 11/21/2022

  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

   

  The delivery company continues to blame the issue on the retailer when the retailer uses Drizly to execute their deliveries. It is Drizlys fault it was not picked up not the retailers. I do not want a credit for deliveries as I will never use their service again. So their resolution is meaningless to me. I canceled the order because they continued to not be able to deliver the item  The recipient contacted them and tried to make arrangements and they could not accommodate her request. So I was forced to cancel  

  
  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: 11/28/2022

  The customer was issued a full refund for this order on 11/21/22 and emailed proof of the refund on 11/21/22. Drizly does not employ drivers or directly handle that aspect of delivery and it is the responsibility of our retail partners to ensure timeliness of deliveries with the drivers they employ, or the third party services they use to complete their deliveries. 

  Customer Answer

  Date: 11/29/2022

  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.]
  
  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,

  *****

   

   

  Customer Answer

  Date: 11/29/2022

  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.]
  
  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,

  *****

  
  The app is saying they are not reliable. Therefore, that is my complaint. I contracted with them for a service they did not provide. The store says it was picked up just not delivered. I only canceled because after 4 days it was not delivered and my friends birthday had already happened. 
  

   

• Initial Complaint

  Date:10/21/2022

  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.

  I purchased a bottle of whiskey on 10/15/22 as a gift. I did receive the product but it was the wrong bottle that was clearly advertised on the app. When I received the bottle I instantly reached out (same day - within hours) to Drizlys customer service. I did not receive any response until days later. I asked to speak to someone via phone since they dont have a direct phone number. Its now 10/21 and I still dont have a resolution. I have received two email responses within this week - one apologizing with no solution. The other email stating they were contacting the original store and would get back to me. Still no response. Still no call. Now Im stuck with a $100+ bottle that I didnt want because its the wrong item. All they have offered is a massive $5 discount on my next order. Drizly is a scam and their customer service is by far one of the worst Ive ever had to work with. Absolute insanity its taken a week and theres still no resolution to a very simple problem. Terrible company.

  

  Business Response

  Date: 10/21/2022

  This item was mislabeled in the inventory of the store causing the incorrect item to be listed on our end and ultimately delivered, we have issued a full refund to the customer for this order.

• Initial Complaint

  Date:10/18/2022

  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.

  I visited *****, ******* the weekend of ~September 9th for my girlfriend's birthday. We got an airbnb and planned a party there with some friends who live in town. I needed to order a large volume of alcohol ($300), so regrettably I used Drizzly. I put in the order with a couple of liquor stores that had the liquors that I wanted for the party. Two hours passed and I noticed the order was not being processed (the app was not confirming that it was being packed, on the way, etc.). At this point, I really needed the alcohol so I tried again with another liquor store, also using drizzly, thinking that I would be able to easily cancel since the order had not yet been processed to any degree. This second order was succesful; however, when I went to cancel my initial order before it was process I noticed THERE WAS NO CANCEL BUTTON, which is ridiculous. I spent all weekend emailing support with NO RESPONSES OVER A THREE DAY PERIOD. On Monday, I get a notification that my order WAS BEING SHIPPED ON ***** despite the fact that the application never indicated to me that this wouldn't be an express delivery and that I would have to wait DAYS to receive my order. At this point, I start emailing their customer support again, warning them that I am no longer in ***** and cannot receive this order. Still, I am getting no response from their customer support team. The order eventually arrives at the high rise building I was staying at. The doorman signs for the order, so ******* finally respond to me and at this point are now telling that I have to pay for the order because it was signed for, despite the fact that:1. NOWHERE on their app did it indicate that the order being made was not express and that it was being SHIPPED BY ***** 2. There is no option to cancel an order before it is process (wtf?)3. They have no customer support to speak of and it took them than 5 DAYS TO RESPOND TO ME. 4. I have no way of now getting the alcohol that I paid for 5. Their customer support

  

  Business Response

  Date: 10/21/2022

  The consumer placed a shipping order, which typically take 2-3 business days for delivery. The consumer requested cancellation of the order, however, it was delivered before cancellation. The consumer then charged the order back with their bank, and ultimately has received a full refund for the order.