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:01/06/2025

  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 ordered an item (replacement door for a wine refrigerator) on July 29, 2024. I had been told via email that the item "is currently unavailable as it is backordered but expecting to arrive sometime in ******." I placed the order anyway.When ****** came and went with no word from Wine Enthusiast, I contacted the company and was told that the item would now not be available until around Thanksgiving. I was offered a $70 gift certificate, which I accepted but did not use.On November 25 I received the following email:"Great news! The SW-75 REPLACEMENT DOOR is now in stock. We'll ship it to you within ***** hours. Once your order reaches the Final Mile Warehouse, our shipping partner will contact you right away to coordinate the delivery to your home.Thank you for your patience and understanding!If you need help with anything else, let me know, and I'll be happy to take care of you!We value your business with Wine Enthusiast and hope you have a wonderful day. ?**** Del ********************** Member"When, on December 11, I had still heard nothing from the shipping partner, I contacted Wine Enthusiast again. Three days later I received a reply from **** Del Rio saying she would follow up with the shipping partner to find our the cause of the delay.Five days later, on December 19, I received the following email:"Hi ******,The warehouse has notified us that the item is currently unavailable due to being on backorder. I am in the process of contacting the Inventory Team to inquire about the delivery timeline from the Manufacturer to our warehouse.**** Del ********************** Member"So I was lied to a second time.I responded and said this was unacceptable, and that I wanted the item ASAP and I felt I shouldn't be charged for it.Since then (over two weeks later) I have heard nothing from Wine Enthusiast. I feel that I have been scammed. They took my money, lied to me twice, and are not providing what they promised.

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:12/26/2024

  Type:Product 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 with Wine Enthusiast on December 10, 2024 for a Wine cooler. I never received email confirmation or shipping information/tracking number. My card was charged for over $200. I have attempted to chat with the business twice during their stated hours and have never received an answer beyond automated replies. Additionally, I sent an email trying to contact the business and did not receive a reply despite the website claiming the email service was 24/7.

  Business Response

  Date: 12/26/2024

  Good morning.

  Based on our info, the customer reached out to us on a couple of occasions via chat, see attachments showing the chat transcription between the customer and **** ***** from ********************. The customer indicated at the end of the chat interaction:

  ****** ******* sent a chat 3 days ago
  I found it! Thank you!

  and that she had no additional questions or concerns.

  Please let me know if you have any additional questions.

  Sincerely,

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

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:11/06/2024

  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 have been trying to resolve a service issue with an existing product since 10/11 (26 days). I have called customer service 12 times. I have never been able to speak with a live person. I have received intermittent texts from various individuals who disappear after one or two texts. I was sent and charged for parts for me to install that dont match my unit.

  Business Response

  Date: 11/06/2024

  Good day BBB Team,
  
  We have reached out to the customer and addressed the issue. We've come to a resolution of replacing the customers unit. Please see attachments with screenshots of the interaction.

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:09/16/2024

  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 purchased a wine cooler, order number ******, in October 2023. It is still under warranty.It no longer works. I have contacted the company on three separate occasions over the last week. They never responded. However, they did respond with a follow up email asking if the issue was resolved. I responded with a "no".I have no way to keep my wine cool and some of my collection was expensive, at least to **** desire a complete refund so I can purchase a cooler from a more reliable supplier.

  Business Response

  Date: 09/17/2024

  Good day BBB Team,
  
  We've contacted *********************** and provided troubleshooting tips based on the information he has provided the decision was made to replace his unit. Our team contacted *********************** and explained steps for replacing his unit and processed a new unit order # ********** at $0.00. This customer has been satisfied.
  
  Thanks,
  ****
  
  

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  I am very pleased with their quick response on this matter and the resolution. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/03/2024

  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.

  We paid for a credenza, however Wine Enthusiasts has not provided us with any emails confirming order nor any shipment details. We have the debit from our account showing proof. We have talked to Wine Enthusiast who recognize the payment and acknowledge they have no record of order and have not refunded our money nor fulfilled the order

  Business Response

  Date: 09/03/2024

  Hi ***** and *******, 

  As discussed in my email to you from today, September 3rd at 4:15PM, a failure of two of our third party order-related systems caused your card to be charged for a product without that order being properly transmitted to our order system. Because this order did not show up in any of the systems our agents have access to, we were unable to provide a timely refund or reversal and needed to work directly with our third party vendors to resolve this issue. I can confirm, as outlined in the email sent to you, that these charges have indeed been reversed and should be credited back to you within 2-4 business days, as determined by your card/bank provider's policies and timeline related to reversals and refunds. We have also offered to send you the furniture piece you intended to order at no cost to you as a gesture of our sincere apology for this issue. 

  We are deeply sorry for the issue that occurred and have taken steps to ensure it does not happen again. 

  Thank you, 

  *******************, ** ** ******** ********** * **********

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:03/08/2024

  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.

  The compressor went out after using the cooler for about 5 years. It was purchased 6 mos prior to install in a new home, there was a 5 year extended warranty so it was not covered. I asked the company for guidance regarding service. They gave contacts for 3 independent local service companies. One came and said a new compressor was needed and would cost about $850. That call cost $150 but would be applied to the completion of the job. We agreed to proceed. This was in November 2023. The part was never received by *** ********* and in Jan 2024 they said the could not help. I called the company and they said the part was available and they would ship direct to me at no charge to arrive in February. I received the part and called back to ask how I would get it installed. Again they listed 3 local companies for me to contact. I scheduled technician to come and install the part. He came out, took the appliance apart only to find that the compressor they shipped would not fit. The cost of the service was $108. I paid him and called back to the company. They apologized for the error but said they were not responsible for the charges incurred even though they had instructed me that this would work. If not for the responses and encouragement from the company I would have just found a replacement for the unit without incurring $258 in charges. I believe they should have been forthcoming in their assessment but instead they now offer me $100 in a gift certificate to spend for another product.

  Business Response

  Date: 03/25/2024

  Tried reaching out to the customer and offer a resolution for the matter 2 weeks ago with no response. While their unit is in-fact out of warranty as it was purchased in 2017 and coverage lasted until 2022. Additonally, Wine Enthusiast should not incur any cost here, but we are willing to work on a compromise to properly address this issue.

• Initial Complaint

  Date:09/05/2023

  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.

  Purchased a EuroCave ************** Refrigerator on July 27, 2022 to be delivered in September, 2022 to our new home. Once delivered I immediately advised that there was an issue with the shelves and requested replacements. The replacement shelves were delivered several weeks later at which point it was discovered that the issue was the cabinet was bent, and the new shelves fell out just as before. I notified Wine Enthusiast of this issue on October 4, 2022 and requested that the entire refrigerator be replaced due to manufactutuer error. I received no response.Since last October I have attempted to contact their customer service department via numerous emails ( none of which have "bounced") online chats on their website as well as unanswered calls to their customer service department.Due to the manufacturer error, the right side of the refigerator is "bent" such that the shelf rails on the right side do not stay in. Once any type of weight; i.e. wine bottles are placed on the right side of the shelf, the shelf slips out of the rail causing it to land on the shelf below. I can not pull out the shelves to remove a wine bottle, without removing dozens of bottles etc. As I am unable to get any one at this company to either respond, return a voice mail, or return a call etc I require your asssitance in securing a replacement refrigerator as this one is essentially useless if I cant get one wine bottle out without pulling out 2-3 shelves to do so. In support of my complaint I have uploaded several emails and delivery receipts which are illustrative of my complaints, not inclusive. I unfortunately do not have transcripts of my numerous online chats as I have often been left hanging while the customer service rep ************** the issue and then never responds.

  Business Response

  Date: 09/27/2023

  Someone from my tech support team did reah out to the customer, we agreed on replacing the entire unit. Here is the replacment  Sales Order #****** for the new unit that shipped on 9/26. Customer can expect a call from the delivery team in about **** business days when the delivery has reached *************. 

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will consider the complaint resolved once the replacement unit has been delivered and the defective one removed from my home. As of this writing the replacement refrigerator has not shipped and it may be several weeks before I consider this actually resolved. 

  I do appreciate your efforts in getting Wine Enthusiast to reach out to resolve this issue, as they admitted they did get my emails as far back as October, 2022 and was not provided with a satisfactory explaination as to why they failed to rectify this and send a replacement wine fridge last year. As a result of your involvement we are certainly moving in the right direction, and I hope this comes to a conclusion before too long. 

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

  
  

• Initial Complaint

  Date:05/08/2023

  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.

  In March 2023 I purchased two wine refrigerators from Wine Enthusiast for a wine credenza that I had purchased from Wine Enthusiast several years ago. I researched possible refrigerators on the Wine Enthusiast website. In fact, I learned that Wine Enthusiast still sold this same wine credenza and states on its website that these particular wine refrigerators will fit this wine credenza. Upon receipt of the two wine refrigerators, I learned that they did not fit the wine credenza as represented on the website. In fact, they are approximately two inches too tall. I spoke and emailed with customer service several times. I confirmed that their website still recommended these two wine refrigerators for this wine credenza. I sent pictures to customer service showing the height of the wine refrigerators and the credenza. There is clearly a two inch difference. In the end, Wine Enthusiast refused to acknowledge their errror and instead said that for me to return and receive any form of refund that I would have to pay a 20% restocking fee for each refrigerator and pay the shipping costs for the return. Based upon the value of the refrigerators and the cost to ship such a heavy item, I will lose approximately 50-55% of the value of what I paid for having relied upon the representations in their website. I am very dissatisfied with this result and do not believe I should have to bear the cost for their clear misrepresentations and error.

  Business Response

  Date: 05/23/2023

  The customer purchased the fridge for an older model cabinet that she purchased prior. The dimensions of the fridge is listed on our website. Since the fridge did not fit, the customer is responsible for a 20% restocking fee and return shipping. This return policy is also listed on our website. I will include it here for the record. 

  Restocking Fee
  A Restocking Fee of 20% will be charged on free-standing wine cellars, wine racks, large furniture pieces, cooling units and select items if they are being returned or refused upon delivery or canceled after the unit ships. These fees apply unless the item is defective or damaged, you received the wrong item, or the fee is prohibited by law. In instances of an item being defective please see the warranty section below. Custom orders can not be canceled. Items that are not in brand new 'in box' condition and show obvious use will also incur the 20% restocking fee if deemed acceptable for a return.

  Sorry for any inconvenience.

  thanks

   

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  We purchased: Artevino III-S by EuroCave 90 Bottle Free Standing Wine Cellar Item # ?1484404?$ ******** Quantity 1, with tax of $124, total $1723.99.from ******.com on March 5, 2021. They distribute the product. We recently noticed the door was coming apart in two corners and which makes it difficult to close and operate. I first spoke to ****** but they provided the service and repair number for Wine Enthusiast. I believe they are ********* vendor/distributor for EuroCave/Arte Vino. I called and emailed Wine Enthusiast but they said they did not have a door to replace it and recommended a gasket company instead that did not supply doors. When speaking to Wine Enthusiast, they said this was a known issue. Although just over warranty I believe given this is a known issue that the product should be repaired or replaced. We noticed the issue in February of 23 so at the time it was in warranty. Standard warranty is 1 year and ****** adds a 2nd.

  Business Response

  Date: 04/14/2023

  We've already reached out to the customer to advise on a resolution as far as a replacement door since we don't have any in stock at the moment. Someone from my tech team will be following up with the customer the week of 4/ 17/2023 to advise.

  thanks

  *****

   

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:03/22/2023

  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.

  I have unsubscribed via email over 5 times, contacted the customer care team via chat and email multiple times, and most recently called the customer care rep on 3/3/***** to unsubscribe from their marketing emails. Despite receiving confirmation from the unsubscribe button that I was no longer subscribed, I continued to receive emails. After calling in on 3/3/2023 the ** rep confirmed that my email was unsubscribed, and per my request, my information was deleted I received another email today, 3/21/2023. Per the CAN SPAM Act, Wine Enthusiast is in clear violation of not honoring my opt out request. I want the business to delete my information and never contact me again.

  Business Response

  Date: 03/22/2023

  Hi, My sincere apologies that you continue to receive our marketing materials. I have already reached out to my marketing team and they confirmed that you are marked as unsubscribe. We will look into this a little further to see why this is not completed. Again my sincere apologies but I can assure you that we will get it taken care of today. thanks