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:04/29/2025

  Type:Billing 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.

  They have charged me 4 times for the same order. i have yet to receive anything from them.

  Customer Answer

  Date: 04/30/2025

  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:03/18/2025

  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.

  I purchased two bottles of Devil's River Agave Bourbon on 3-7-25 (order #*********). I received a tracking #********************. There is no tracking (never left shipping location). I have repeatedly asked for help with this order, I have asked for a refund only to be told it was being looked into. There is no customer service number where you can speak with someone, only email. I have 2 other pending orders that say they've shipped but again no tracking movement Those order #'s are ********* and ********* that total more than ****** . I will have separate complaints for these 2 orders They do not allow you to look at previous orders so you can look at each order total making my job tracking it all down through my credit card a headache.I will NEVER shop through ******* again and someone should REALLY investigate further into their shady sales and transaction practices. Doesn't seem like I'm the only one who has been ripped off

  Business Response

  Date: 04/02/2025

  Dear ******,

  Thank you for sharing your experience. We sincerely apologize for the frustration and inconvenience you've experienced with your orders.
  

  Regarding your order for the two bottles of Devils River Agave Bourbon, were glad to see that after your request, the order was canceled, and a full refund has been issued. Additionally, we can confirm that orders #********* and #********* have been successfully delivered. If there are any issues with these shipments or anything else we can assist with, please dont hesitate to reach outwere happy to help!
  

  We truly value your business and appreciate your patience. If you need any further assistance, please email us at ******************** We promise to get back to you as soon as possible!

• Initial Complaint

  Date:02/27/2025

  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.

  Placed an order for a case of Gin with Caskers. They shipped the wrong product, asked that I take picture of the wrong product and email it to them to verify. They acknowledged it was the wrong product shipped and then proceeded to tell me they wouldnt exchange it or provide a refund.

  Business Response

  Date: 03/12/2025

  Hello,

  Thank you for sharing your concerns. Constructive feedback is always appreciated and helps us improve further.

  Upon review, we can see that once the pictures were shared with us, a full refund was issued for your order. The refund was issued on 03-03-2025.

  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 Answer

  Date: 03/12/2025

  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:01/13/2025

  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 this company on December 27. Two charges were placed against my **************** credit card. I've been trying for over two weeks to obtain tracking information for my order. The company has refused to provide this and keep telling me that they are escalating my situation. I have requested a cancellation and refund three separate times and they have not responded. I am requesting a full refund of my charges and a cancellation of this order.

  Business Response

  Date: 01/22/2025

  Dear *******,

  This certainly isnt the experience we want you to have and we apologize for the inconvenience caused.

  I've reviewed the communication you had with our customer support team and I apologize for the delay in issuing a refund for your order. It appears that your order experienced a shipping delay due to some fulfillment issues and we sincerely apologize for this poor experience. Please note that we rely on our retail partners to fulfill your orders, and to provides shipping updates once a tracking number is assigned to your order. In your case, the shipment was most likely lost on its way to the courier's shipping center, from the retailer's facilities.

  A refund has since been issued for your purchase (evidence is attached) and the issue has been resolved on our end. However, should you need further clarification do not hesitate to reach out to us via email at ******************************.

  We hope to provide a better experience next time around if you decide to give us another chance.

  Customer Answer

  Date: 01/22/2025

  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:12/30/2024

  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.

  I ordered 3 bottles of Wild Turkey ***** ******* 70th Anniversary Bourbon for $60.99 per bottle plus Handling, Shipping, and tax on December 27th 2024. On December 30th 2024 I received an email stating my order was canceled and refunded stating "the goods are no longer available at the price listed at the time of your purchase". When I went back on their website they are now charging $186.99 for the single bottle of the same liquor I ordered 3 days earlier for $60.99. They clearly had it in stock, they just decided their price was too low and wanted to triple the price. If a grocery store did this with eggs, it would be illegal.

  Business Response

  Date: 01/12/2025

  Hello,

  Thank you for sharing. We apologize for any confusion and disappointment caused!

  We partner with retailers all across the country to bring you great products at the best prices possible. We do our best to minimize inventory or pricing mismatches, but there are unfortunate cases such as this when an item is no longer available at the initial price listed.
  ??
  ?Around the time of your purchase, our vendor offering the best price sold out of this product. After searching throughout our vendor network within your state, this item is not available at a comparable price and we had to cancel your order.

  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!

• Initial Complaint

  Date:11/17/2024

  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.

  Ordered product for delivery November 1st. Product sent to unreliable shipping company November 6th. Sill sitting there undeliverable and nobody cares. I paid caskers to deliver a product I ordered and paid for It's on YOU Caskers! Never have I dealt with this...unbelievable. please stay away from this company until the rectify and are honest

  Business Response

  Date: 11/30/2024

  Hello,

  We deeply apologize that your order was deemed lost in transit by ***, especially since it was meant to be a gift. We understand how frustrating this situation was and regret that we couldnt meet your expectations.

  While we are unable to control every step of the delivery process, we understand how frustrating such issues can be and were constantly working on improving our services. Were taking steps with our vendors and carriers to prevent similar incidents in the future.

  We can see that the full refund for your order was already issues by our support team. Please know we value your feedback and are truly sorry for the inconvenience. If theres anything more we can do, feel free to reach out.

  Customer Answer

  Date: 12/01/2024

  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:09/04/2024

  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.

  I placed an online order (order number *********) for Owneys Original Rum which had a retail price of $40.99 but received Owneys blended rum which was listed at a price of $31.99. I reached out to ******* to let them know I received the wrong product. It was explained to me first that they cannot control the product I receive so I asked to be refunded the difference in price. I was then told that they cannot control the pricing and was denied the refund.

  Business Response

  Date: 09/18/2024

  Hello,
  

  Thank you for sharing your experience with us, and we apologize for the disappointment.
  

  After looking into the matter, we can confirm that you received the wrong item and a refund for the price difference has already been issued. We apologize for any confusion during our previous communication and for not clearly informing you about the refund.
  

  If you have any further concerns or feel the issue has not been fully resolved, please reach out to us at *******************.
  

  Customer Answer

  Date: 09/18/2024

  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:07/25/2024

  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.

  In May of 2024 I received a box at my door addressed to my wife (*********************). When I looked at it, it was from a company called Caskers and was marked alcohol. It also stated that ID must be checked before delivery. I was not asked for ID.When I opened the box it had 2 bottles of alcohol inside. Tequila and Bourbon. My family does not buy or drink alcohol.I attempted to contact *******. Their Phone contact stated that their phone service was not available, and that I needed to send an e-mail. but it allowed me to leave a message. So I did, with information and a contact number. I was not willing to send a random company my email address. I checked my bank account and 2 charges had been assessed to my account. One for $67.18, and one for $20.99. I notified my bank immediately that this charge was fraudulent, and disputed the charges. After 2 weeks of not hearing back from Caskers, I poured the garbage down the drain, and recycled the rest.This week I noted that the charge was again on my account. I called my bank and I was informed that i had to somehow prove that I do not have an account with this company. As I said to the bank. "How do i prove I don't have an account and did not make a purchase from a company that i never heard of before?"In desperation, I e-mailed this company. Their **************** refused to be of help in any way; stating that since my wife's email address had been used to place the order, and the alcohol was gone, there is nothing they will do. Apparently, I was supposed to keep their unordered products in my home for 3 months and send them my personal information in order to get this taken care of.I want my money back. This company's 'customer support' practices are unethical.

  Customer Answer

  Date: 08/01/2024

  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:03/21/2024

  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.

  I placed an order on 02/26/24 and its almost a month and I still have not received my order I have emailed 3 times twice asking where my order was and the third time requesting they cancel the order and refund my money to which they refused! They are now saying they will be shipping these orders for the crown blackberry will be shipped towards the end of March horrible customer service !!!!

  Business Response

  Date: 03/26/2024

  Dear *****,
  

  Thank you for sharing your experience with us. We appreciate the opportunity to provide further insight into the shipping timeline of your order.
  

  As our colleagues communicated with you via email, the Crown Royal Blackberry ******** Whisky that you ordered was available for pre-order at the time of your purchase. The estimated shipping for pre-orders was scheduled to commence in batches starting from March.
  

  Regrettably, due to the first-come-first-serve principle in which batches are dispatched, your order has not yet been shipped. However, please be assured that all orders are planned to be shipped by the end of this month.
  

  We understand that this delay may not align with your expectations, and for that, we sincerely apologize. As a gesture of goodwill, we have made an exception and proceeded to cancel your order, issuing a full refund.
  

  We remain committed to resolving this matter promptly and amicably. Our concierge service is also at your disposal should you require assistance with anything else.
  

   

  Kind regards,
  Caskers Team
  

  Customer Answer

  Date: 03/26/2024

  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:

  [Your Answer Here]

  This company only refunded my shipping cost of $28.99 not the full cost of $190.07 as they state in their response that they have cancelled and refunded my order ! 

   

   

   

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

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

  Business Response

  Date: 03/28/2024

  Dear *****,

  We would like to provide additional clarification regarding your refund.

  At the time of purchase, only the shipping charge is processed. The product fee (including sales tax) is processed when the respective products ship. Until that point, the product fee will appear as a pending/reserved charge.
  ??
  ?If your order is canceled before it ships, the refund will go through in the form of a reversal. In the case of a reversal, you won't see a refund credit on your statementyou'll just see the original authorization drop off your statement entirely after a few days.There will be no payment, and no refund. It'll appear as if the whole transaction never happened. Your bank should be able to confirm this for you.Depending on your card issuer, the original charge will disappear from your pending charges by Apr 2, 2024.
  

  We hope that this information helps! Please don't hesitate to reach out to us via ******************* if you need additional clarification, or more details. We'll be happy to assist you as promptly as possible!

• Initial Complaint

  Date:02/14/2024

  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.

  The company is taking money for gift cards for their site, but the site is out of stock of everything! It has been for months. They are taking people's money and not providing a real service. This site is a scam!

  Business Response

  Date: 02/23/2024

  Dear ********,

  Thank you for sharing your recent experience with us. We're sorry for the challenges you've encountered while attempting to use your gift card on our website.

  After reviewing your interaction with our customer care team, it's clear that you've made several attempts to apply your gift card towards an order, only to encounter persistent difficulties. Unfortunately, at the time, we're unable to extend our services to your area, which explains why you haven't been able to place an order.

  Navigating liquor laws and shipping regulations across different states in the US presents a complex landscape, particularly when it comes to the distribution of spirits. Our network of vendors operates within strict legal parameters, often restricting shipments to specific states or, in some cases, ZIP codes. This means that while certain products may be available in one area, they may unfortunately be inaccessible in others, as exemplified by your situation.

  We deeply understand the frustration this may cause and sincerely apologize for any inconvenience you've experienced. Please know that we are working to broaden the scope of our service areas, all while ensuring compliance with regulations. Your feedback serves as a reminder of the importance of continually improving our operations to better serve our valued customers.

  Rest assured, your gift card purchase will be promptly refunded in full. You'll receive a confirmation email once the refund has been processed. If there are any additional concerns or if you require further assistance, please don't hesitate to contact us at ******************** Your satisfaction remains our top priority, and we're committed to addressing any further issues you may encounter.

  Thank you for your understanding and patience as we strive to enhance your experience with us.

  Customer Answer

  Date: 02/23/2024

  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:

  [Your Answer Here] They have not refunded the gift card and/or sent a comparable gift card of the same value to me. The site continues to show every item is out of stock for other states outside of ** too, which makes me question the service. **************** has been extremely slow to respond and has yet to resolve the issue. 

   

   

   

   

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

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

  Customer Answer

  Date: 02/27/2024

  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:

  [Your Answer Here]

   They keep claiming that they are trying to resolve the issue, but have not actually done so. They also refused to tell me which zip codes they deliver to in the ***********. The customer service representative is incompetent and has asked for one piece of information at a time and responds once a week, which has drawn out this whole process unnecessarily. Every time I provide information, they say the same response and ask for "one more thing."

  This business is a total scam. All of the online reviews were right. This is the worst customer service EVER. 

  THIS COMPANY TAKES PEOPLE'S MONEY *** PROVIDES NO SERVICE.

   

   

   

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

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

  Business Response

  Date: 04/11/2024

  Dear ***,
  

  We apologize for any dissatisfaction you experienced with our previous resolution. We regret not meeting your expectations.
  

  Upon reviewing the communication history, we confirmed that your order for the value gift card was indeed refunded in full.
  

  Regarding product availability, we regret to inform you that our service is not available in every state, and certain products may not be shippable to every zip code within those states due to restrictions from our vendors. If you have a specific product in mind, we encourage you to contact our support team at ******************** Kindly provide details of the desired product and the zip code for delivery. We will promptly assess the availability and offer recommendations if the product cannot be shipped to your area.
  

  Please do not hesitate to reach out if you still have questions or require further assistance. We are committed to addressing any concerns you may have and will respond promptly.