ComplaintsforMash & Grape

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the yearly membership on 7/22/23 as a gift to my husband. Every month I had to email inquiring about my shipments. I received my first bottle in August. They stopped sending bottles and responding to my emails in February. They also never sent the high end bottles they advertised. I sent emails in March, April and May to inquire about my remaining shipments, with no response. They only sent me 7 out of the 12 bottles. There is not a number to call to speak with someone and now their website is shut down. Please help in a resolution as I am owed a refund.

  Business response

  06/24/2024

  Hi ******,
  

  Thank you for taking the time to leave your feedback. We genuinely value your input as it helps us improve our services.
  

  First and foremost, I would like to sincerely apologize for any inconvenience and confusion you may have experienced with your membership. Our goal is to provide a seamless and enjoyable experience for all our customers, and we're sorry to hear that this was not the case for you.
  

  Regarding your membership, I would like to clarify that it was prepaid for six shipments only. You received the first bottle in August, and the final shipment was fulfilled at the beginning of February. This is why no additional bottles were sent after that month.
  

  In terms of communication, we found that your email address reached out to us once in October. Unfortunately, we did not receive any subsequent emails unless they were sent from a different address. We understand how frustrating it must have been to feel unheard, and we will be investigating why your emails did not come through on our end.
  

  While we are unable to issue a refund since all the orders were fulfilled, we are committed to ensuring you have a better experience moving forward. If you have any further questions or need assistance, please feel free to reach out to us directly. Once again, thank you for your feedback and for giving us the opportunity to address your concerns. We hope to regain your trust and provide you with the exceptional service you deserve.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased on Dec1 2023 Have had monthly email communication about no delivery with no resolution Phone number has been disconnected Can only email with non -commital responses I would like to know if they are out of business so I can stop hoping for a resolution

  Business response

  03/25/2024

  Dear ****,
  

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced. Allow us to shed some light on the situation.

  Shipping alcohol entails a highly intricate process. Over time, we've become adept at managing unexpected delivery issues and navigating changes in state laws to ensure uninterrupted service quality. However, a recent convergence of challenges has made resolving these issues more complex. Consequently, we've encountered shipping delays, longer transit times, and difficulties with order tracking. The resulting increase in inquiries has regrettably slowed our response times. Rest assured, we are diligently working to rectify these issues and return to the high standard of service you rightly expect from us. We appreciate your patience and understanding during this period.
  

  Regarding your order, we can see that our colleague initiated a partial refund request of $62.14 for the delayed shipment that you decided to cancel. However, the refund process was hindered due to a dispute regarding the full subscription charge with your bank. To proceed with the partial refund, we kindly ask that you arrange for a letter of withdrawal from your bank and share it with us at **********************************.
  

  We are committed to finding a satisfactory resolution and ensuring your satisfaction as a valued member of our community. We will be waiting to hear from you. Thank you for your understanding and cooperation!

  
  Best regards,

  Mash & Grape Team
  

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [My bank had nothing whatsoever to do with this matter. The entire amount was paid by **************** on12/01/23.Your Answer Here]

   My bank had nothing whatsoever to do with this matter. The entire amount was paid by **************** on 12/01/23. The amount was $372.84.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/08/2024

  Dear ****,
  

  Thank you for getting back to us regarding your concerns. We sincerely apologize for any dissatisfaction you experienced with the resolution provided.
  

  As outlined in our previous correspondence, issuing a partial refund was not possible due to the dispute initiated. When a dispute encompasses the entire Subscription amount, we are presented with the choice to either accept the dispute, resulting in a full refund to you, or to counter-dispute the claim.

  In this particular instance, the initially promised refund amount of $62.14 significantly differed from the disputed amount of $372.84. Given that you had already received the first shipment, we faced limitations in immediately accepting the dispute.
  

  However, upon further review of your case and considering the delay in issuing the refund as initially promised, we have decided to make an exception. We accepted the dispute, so the full Subscription amount will be refunded, and your Subscription will be canceled accordingly.
  

  We are committed to resolving this matter swiftly and amicably. Our customer support team remains at your disposal should you require any further assistance or clarification. Thank you for your understanding and patience as we work to address your concerns.
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on November 27, 2023 for a three month subscription box. It was meant to be a holiday present.?I read the FAQs related to timing and shipping and understood that the order should be processed and sent by the third week of the following month - which would time it perfectly for the gift subscription to start. I reached out on December 16, 2023 via ************************************* because the order status was still pending and was told that they were working towards fulfilling the order. I communicated back and forth a few times through the end of the month but all that I received was an apology and no specific follow up. ??I then reached out via another channel ********************************** on January 4, 2024 to inquire again since the order was still pending and the subscription service still hadnt started. Again received general apologies and that the team would follow up. ??I have communicated with their service teams back and forth 18 times but the order still hasnt been sent. The only courtesy I was granted was a refund on the first shipping fee and we are now at the end of January - when the second subscription box should be shipped when I havent even received the first. ??Though *** continued to follow up, *** only received an apology but no actual movement or communication on the order being shipped. ??Theyve had my money - almost $300 for two months with no actual product delivered. Even if theyre a marketplace, since my business is with them, they should be better vetting their distributors or better ways to assist their customers.

  Business response

  03/25/2024

  Hello ****,
  

  Thank you for sharing. We are very sorry for the delay that your first Subscription order experienced, and for any inconvenience this experience has caused.
  

  We've investigated your case, and it seems we have resolved your request to your full satisfaction by now and reimbursed you for the subpar service.
  

  Please write to us at ******************* if there is still any confusion or if you need our assistance, we promise to get back to you as soon as possible!

   

  Best regards,

  Mash & Grape Team
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #**** via Barcart on June 14, 2023.I placed a $73.07 order for a whiskey that only costs $52.99 from the actual manufacturer. That isn't my issue. Barcart explicitly states that all orders will be processed in 1-5 business days. It is currently the 5th business day and the 7th day overall and they haven't processed my order, but they did take my money.My issue is that neither Barcart, Mash & Grape, or Flaviar have a customer service phone number and their emails are automatic, therefor giving me zero help or recourse to my issue.It should be illegal for a company to take your money, not fulfill your order and not have any contact information to communicate my grievances. Barcart or Mash & Grape NEED to have a customer service phone number if they aren't going to follow through on their promises.I am looking to get a full refund on this order for the time I lost trying to find company phone numbers and emails, along with full order fulfillment. Lastly, I think it should be mandatory for Barcart or Mash & Grape to have a phone number, because right now they are operating fraudulently by taking my money, not fulfilling my order and essentially ignoring me via email. Best,******************* ************

  Business response

  03/25/2024

  Hello *******,

  Thank you for sharing your experience. Apologies for not serving you better.

  At the time you wrote this review you were still in contact with our customer support. Your issue has since been resolved in a timely manner and to your full satisfaction.

  Please write to us at ********************************** if there is still any confusion or if you need our assistance, we promise to get back to you as soon as possible!

  Customer response

  04/02/2024

  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

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered ************ Subscription for my husband end of April. End of May and June a bottle arrived. Last month the bottle still has not arrived. I have tried contact they email 5 times with NO response. When I was thinking of this subscription I emailed this company and received an email quickly. Now 5 emails later nothing. The only thing when I click on Mash & Grape is two unfilled status

  Business response

  08/09/2022

  Hello, we have investigated the issue and it seems that this order in question was the 3rd order in her subscription. Unfortunately, the package was delayed with *** since 7/25/22: ************************************************** . We alerted our retail fulfillment partner of the issue on 8/1/22 and they said it will take a few days but they will reship the order. They indeed reshipped the order with *** on 8/5/22 and it is currently in transit. An "order created" notification was sent on 8/3/22 and our customer support specialist followed up on 8/4, 8/5, and 8/6 to make sure the customer received our emails and that she's kept in the loop. 
  
  Our customer support lead has since called the customer on 8/8/22, and explained the situation. The customer explained she just never received our emails, for some reason, but she was sent a transcript of all the communications. The order is in transit now and so, the matter should be resolved. We have also refunded her shipping charges due to this inconvenience caused. 
  
  Best,
  Mash&Grape
  

• Initial Complaint

  06/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Complaint: I placed an order with Mash and Grape on Wednesday, June 15th. I received a notification via email that the product had shipped on Thursday, June 16th.I used the provided tracking information from and email provided by the company to attempt to follow the package, in order to anticipate when the package was going to arrive. When I used the provided links and numbers that Mash and Grape supplied I received an error message on the *** website indicating that the shipment was "not found" (screenshot below). I waited a couple of days and tried again; again, I received the same message from the *** website. I then checked the Mash and Grape tracking and it indicated that there had been a "shipment issue." Again, there was no information on the *** website. This "shipment issue" indicated that it occurred on June 21st and 22nd according to Mash and Grape (screenshot below). At no point in this timeframe did I receive contact from either Mash and Grape or from the shipping company, ***. I reached out to Mash and Grape yesterday to try to understand what had happened to the package (screenshot below). I received notification today from the company that I had missed delivery attempts, and in order to get my order, I would need to pay an additional $30 fee or pay a $17 fee to get a refund (screenshot below). At no point did I receive any indication that a delivery attempt had been attempted at my address, either from the *** company or from Mash and Grape. Additionally, at no point did I receive accurate shipping information. Proposed resolution: I want my package (it's a wedding gift for a colleague), and I do not think it's appropriate that I pay either a reshipment or a restocking fee because at no point did I receive any communication regarding the tracking, attempted delivery, or location of my shipment.I really appreciate the BBB's assistance.

  Business response

  07/01/2022

  Dear *****, 
  
  **** here, one of the partners here at Mash&Grape.
  
  Please accept my sincere apology for the inconvenience caused by this order. Just to clarify, Mash&Grape is a marketplace only and all orders are shipped by third party licensed retail partners.
  
  We did some investigating, and it seems that this particular courier's (GLS's) tracking logistics did not work, causing the error in tracking that you received (ref the screenshot attached).  
  
  We have reached out to the retail partner informing of them of this issue with GLS so they can remedy the situation ASAP (ie use a different carrier service to ship our orders).  
  
  Having said that, our customer service agent that handled your query was following general/standard protocol, but failed to acknowledge that you could not see the tracking in the first place. I assure you that we will work on training our agents on this matter.
  
  Additionally, our customer success manager will be reaching out to you shortly to see how you would like this matter resolved. 
  
  Again, very sorry for the inconvenience caused with this order. 
  
  ****
  Mash&Grape 
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 02/05/22, I joined the 1-bottle per month whiskey club as a present for my wife. The plan that was said to ship on or by the 10th of each month (see order #****** where I paid $251.97). After not getting my fist bottle by Valentines Day, I contacted the company on February 18th. They said theyd send it immediately and Id have it in 3 days. On the 24th, I contacted them again and they said they would ship it. soon. I finally received my fist bottle almost two months after signing up for a 3-month subscription program. The product was listed as an $86 bottle on their website. A couple days later, they sent me THE SAME EXACT bottle. Not a different bottle to catch me up with my plan, the same bottle that wasnt really all that good. It most certainly was not worth $86 let alone the $251 Ive already paid for my subscription. Then, a third and different bottle arrived and it wasnt much better. And again, it was another non-brand rip-off company and not one of the premium brands they advertise to get customers to join the club.I followed-up with customer service numerous times and they never resolved the problem (emails can be provided). I expected another, different bottle, would be sent to right the wrong of sending me the same inferior product. Its what I would done as a business owner. I wouldve corrected it immediately by sending an actual name-brand thats advertised. Fast forward months later, they still havent made it right. I canceled my 3 month subscription the other day. It seems that this subscription service is a ripoff under good advertising using trusted whiskey brands, none of which the customer will receive. Instead of a refund, I would like them to make it right by sending me a premium bottle worth the premium price I paid. Then, Ill walk away and never do business with them again.

  Business response

  05/27/2022

  We are very sorry that this subscriber received a duplicate bottle (that was a shipping error which is on us) and was unhappy with the selections, generally. The particular bottles he received are from one of the most award winning craft brands on the market today, with a cult like following, however, they were all cask strength whiskies (uncut/ unfiltered), and it is possible that was the issue. Of course, we only want our members to be fully satisfied and if they are not, we're happy to make amends. 
  
  Our customer support team is reaching out to the customer today via email and phone call. We will work with him to either send him out another bottle, on the house, or refund his entire subscription altogether. 
  
  Mash&Grape
  
  
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a case of wine on March 16, 2022. Order #******. I was told that the order was going to ship in 1-3 business days. A few weeks later I received an email from Mash & Grape employee **************** Stating that the product still had not arrived at their Hub and they were going to put a trace on the order. I replied ok Ill wait. The next email I received was from their employee ***** Melarastating that the product still was not in and at this point they dont have a ETA at all as to when the wine MIGHT be in stock and that I could get a refund if thats what I would like to do. I replied yesplease refund me the $241.20 that was charged to my card. From that point on I never heard back from them. I do not want the product at this point I WANT MY MONEY REFUNDED TO MY CREDIT CARD. As far as Im concerned I was charged for a product that I never received. The number that this company uses is bogus. No one ever answers the phone and they never return any of their messages. I addition, they conveniently dont respond to my emails anymore. This company is a fraud!

  Business response

  07/26/2022

  Hello ******** and BBB - 
  
  We apologize for the delays and inconvenience caused due to this order.
  
  To clarify, Mash&Grape is an online marketplace only and all orders are fulfilled by third party licensed retailers. Unfortunately, there were indeed some delays with the procurement of this product by our fulfillment partner, therefore, we canceled/ refunded this customer on April 5th and then emailed the customer acknowledging the same. Attached is a copy of that email correspondence. As you can see, the BBB customer service alias is included on the correspondence as well. 
  
  Again, sincere apologies for the inconvenience caused. 
  
  Sincerely, 
  Mash&Grape
  Customer Support

• Initial Complaint

  03/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered on March 4 2022. Nothing yet. Read all the complaints this business has incurred and have decided I just want my money back. The order was attractive as it gave you a chance to try all different cocktails without a high price. I ordered 2 packs of margaritas,1 each of Long Island ice teas,and I think strawberry daiquiris. It was a four packs for a reduced price. I emailed the company I ordered these from which is called Buzzz and they informed me that they sent the order to this company. No communication is possible. Please help Thankyou for your time.

  Business response

  04/12/2022

  Hello, 
  
  ******* is the e-commerce software provider for several brands online. All orders are fulfilled by licensed 3rd party retailers. 
  
  This order in question #******, was escalated to our L3 support team and the customer was sent the tracking information on March 16th via email. The tracking shows that this was delivered to ***** **.
  
  If there are any further issues (if something is missing, etc.), we request the customer to please reach out to our support team directly at ********************************** and we will do whatever we can to remedy the situation. There has been no further communication from this customer to us. 
  
  Thank you,
  *******
  E-commerce Fulfillment Partner, Buzzbox

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Feb 18 an opportunity to purchase bourbon through the Reddit r/bourbon page for Barrel Seagrass 16 year bourbon was offered. The retailer for the transaction is Mash & Grape. I was charged 3 times without their system generating an order number. The fourth charge did generate an order number. I have opened a support case with the company but have not heard back in a few days. The order number that is correct is #****** and has been charged to my CC correctly for $249.99 and I have no issue with this. I would like the refund of the 3 other charges that did not generate an order number which is totaled at $824.27.Attached is the most recent email exchange with their support and a screen capture of my CC statement with the double charges tagged.I have also called their ************* line but the only option is to leave a message.

  Customer response

  03/03/2022

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

*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. ↩