ComplaintsforFlaviar, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 1 year Whiskey tasting subscription from Flaviar as a Father's *** gift for my husband and once I hit enter after submitting my credit card information, my card was charged and I was supposed to receive a confirmation email with the link so he can start his subscription. I never received the confirmation email, nor did he, it is not in junk email, etc. We have spent the last 5 days searching through both of our emails looking. Flaviar confirmed they don't have either of our email addresses. I got on the website's "chat" service to get help and it essentially forgot about me once I told them my issue. I emailed them and they asked for my account information as they couldn't find my email address. I let them know we never created an account as we never received our confirmation in order to go any further. For the next 5 days we have been asked the same 2 questions over and over - email address associated with my account and address that our order was supposed to ship to. We haven't placed an order because we never got to create an account!!! Long lags in responses (24 hours!) and no people to speak to. I've reported to my credit card company and requested a refund as I believe this is a scam.

  Business response

  07/03/2024

  Hello *****,
  

  First and foremost, we want to sincerely apologize for the frustration and inconvenience youve experienced with your recent subscription purchase. Your experience is certainly not what we strive for, and we deeply regret the series of miscommunications and delays that have caused any inconvenience.
  

  After thoroughly investigating the issue, we discovered that the order was placed using a different email address than the ones initially provided to our support team. This is why we were unable to locate the charge immediately and why you did not receive the order confirmation to the email shared with us. We are extremely sorry that looking into this took longer than expected.
  

  Once we located the order, we noticed that a dispute had been filed with your credit card company. To provide a faster resolution before the bank's decision is made, we would need a letter of withdrawal by 07/15. Here are the details on what is accepted as a withdrawal letter:

  
  - The withdrawal letter must be a screenshot of a message in the bank's online messaging portal or a photo of a letter on bank letterhead.
  - The withdrawal letter must state that the cardholder dropped or withdrew the dispute.
  - The withdrawal letter must not state the dispute was resolved in the cardholder's favor.
  - The withdrawal letter must include information matching the payment/charge information:
  

  Cardholder name
  Last four digits of the credit card
  Amount of dispute
  

  Kindly note that an email from a bank representative is not a valid form of confirmation.
  

  Please let me know if anything remains unclear. Your understanding and patience are greatly appreciated, and we look forward to resolving this matter promptly.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tasting subscription for my husband for Christmas. He received the email, asking him to initiate the subscription but then nothing happens. The charge came through on my credit card so I know it was initiated. I have been unable to contact them or get a response. At this point, my only option is to dispute the charge as we have not received what we paid for 5 months ago.

  Business response

  05/08/2024

  Hello *****,

  Thank you for sharing your experience. We are sorry for your disappointment and any confusion regarding the subscription.

  We looked into this and we can see that you purchased a Grand Whiskey Gift Subscription but the gift card was never claimed by the recipient. We can also see that our customer support agent got back to you regarding your inquiry with the explanation on how to claim the gift. We're so sorry if the email was missed and we will be happy to provide the instructions to you again!
  

  You should have received a gift certificate via email containing a code that you need to activate your subscription. Once you've got that code, follow the instructions below:

  1. Head over to this page (****************************************************************) and enter your gift code along with your email address. This will add the Gift Subscription to your cart.

  2. Click "I have the code ready" when the pop-up appears, and you'll be redirected to checkout.
  

  3. At checkout, enter your gift code again in the discount code field to zero out the order total.*
  

  4. Fill out your shipping and billing information, and submit the order.
  

  Once your Whiskey Subscription is up and running, your shipments will start heading your way in just a few days. Keep an eye on your inbox for a shipping notification.
  ??
  ??*As a quick heads-up, please note that the subscription fee will apply if the code isn't entered at checkout. If you do get charged, just give us a shout and we'll be happy to reverse it.

  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

  04/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company ships packages with absolutely no tracking information. They have chosen companies for transit that have awful reviews and when asked for updates on shipping you receive a basically automated response saying in simplified terms we have no idea where it is. On 2 occasions now the shipping from new to ***** has not only arrived in ***** but then has been shipped out to another state only to then circle back through to ***** again. The company is not able to contact their carriers they use ever, the carriers they use have no contact information either so you are constantly left waiting and checking yourself for weeks at time. Again the exact same thing has happened twice. My mother in law got it for me as a gift which is the o ot reason I have lasted this long but would highly NOT recommend them to anyone else. They also have no way of communicating on the phone with the company and I have never been able to get a hold of someone via email that I feel is actually real. If they have been real they have absolutely no idea how to help or how to track any information down that helpful. Ive never been given an option of a 3 week transit time on anything I have ever ordered so Im not sure how they select that every time when they go about shipping out a package. Extremely infuriating.

  Business response

  05/08/2024

  Hello ***,
  

  Thank you for sharing your concerns with us. We sincerely apologize for the inconvenience you've experienced with both of your orders. At Flaviar, we pride ourselves on our ability to handle such issues seamlessly, ensuring our members receive top-notch service without any disruptions.

  Upon investigation, we found that your first subscription order was shipped later than planned due to temporary delays from the distributor. However, once shipped, the shipment was received within a week according to the *** tracking.

  Regrettably, we've encountered several challenges with your second order that have made resolving issues more challenging than usual. The delay occurred during transit, and our team was in communication with the vendor to resolve the issue, as the order was thought to be lost in transit due to the extender transit time. We understand that not being able to see the direct communication with the carrier may have made it seem like the issue was not being addressed, and for that, we apologize. Rest assured, we've relayed your feedback regarding SpeedX to the vendor and have made a note on your account to avoid using this carrier in the future.

  Additionally, we want to emphasize that direct communication with both carriers is possible, and we always provide tracking links for your convenience. *** can be contacted by filling out a form here (*********************************************************************************), while SpeedX can be reached here through a chat widget at the bottom right corner of the page (**********************************).
  

  Regarding phone support, we currently do not offer this service, but you can leave us a voicemail at *****************. We assure you that we respond to all voicemails via the provided email address.
  

  As per your request, we have ensured that your subscription and Flaviar Black Membership will not renew. However, we welcome you to rejoin our subscription experience in the future, as we are continuously working to improve our service.
  

  If you require further assistance or clarification, please don't hesitate to contact us at *********************************** We promise to respond to your inquiry as soon as possible.
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a quarterly gift subscription. The 2nd quarter STILL hasnt shipped and all we keep getting is an autogenerated email telling us its delayed. No response to our email other than a standard response if how long until a response. . Want a refund What nothing to do with thins company now. Bad business

  Business response

  05/07/2024

  Hello ********,
  

  Thank you for sharing your concerns with us. We sincerely apologize for any inconvenience you've experienced.
  

  We strive to maintain a high standard of service within the spirits industry. Unfortunately, we recently encountered several simultaneous challenges, which made resolving issues in a timely manner more difficult. This resulted in shipping delays, extended transit times, and tracking issues. We deeply regret any inconvenience this may have caused you.
  

  We can see that your order has been delivered, and our customer support team has addressed your inquiry regarding the repeated vial. However, it seems that we have only received one email from you regarding the status of your order. If you have used a different email address to reach out, please let us know so that we can ensure all your concerns are addressed.
  

  We understand the importance of effective communication and regret any lapse in this regard. Rest assured, we are committed to improving and ensuring a seamless experience for our customers in the future.
  

  If you require further assistance or clarification, please don't hesitate to contact us at *********************************** We assure you that we will respond promptly to address any remaining issues. Thank you for your understanding.

  Customer response

  05/08/2024

  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:

  [I still havent received the replacement or a notice of shipping. The last contact was 7 days ago form support. I am not satisfied with this company and would lot recommend.   You can see the prior attachments for more than 1 email about status of original shipment which was FROM the gift recipient, not me. Id rather cancel the last quarters gift for a refund to not deal with this anymore. ]

   

   

   

   

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

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

  Business response

  05/17/2024

  Hello ********,
  

  Thank you for your continued patience. We're sorry for the inconvenience with your quarterly gift subscription. We know delays and communication issues are frustrating, and we apologize for any disappointment caused.
  

  The tracking information suggests that the replacement shipment has already been delivered and signed for. Don't hesitate to reach out to us at ********************************** if that is not the case.
  

  Regarding your request for a refund and cancellation of the last quarters shipment, we have made an exception in this case. Although we typically do not issue refunds after the cancellation window has passed, we have processed a refund for the last subscription quarter by deducting the value of the first two shipments from the total subscription price.
  

  Your satisfaction is important to us, and we hope this resolution meets your expectations. Should you have any further questions or need additional assistance, please feel free to reach out to us. We are here to help and ensure that all your concerns are addressed.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased this as a gift. Was able to place first order but then the person I gifted it to was unable to place any orders. Contact was made, messages left, emails sent to gain access to account to complete unfulfilled orders. **************** was very difficult to get a hold off, after months of trying yo get access the receiver of the gift finally gained access to account the month it expired, so was unable to fulfill the gift. I emailed requesting to fulfill the unused tokens for this gift, was told I could, but then it renewed again...spent 4 months trying to get a refund for the second autorenewal. Unsatisfied with length of time it takes for company to respond which caused issues in placing order for this gift. The unused portion should have been granted due these issues. There are no live operators to assist, so if you deal with this company be aware that when issues arrive there is difficulty resolving which may impact your account/deliveries. It was not a good gift for the whiskey enthusiast.

  Business response

  04/24/2024

  Hello ******,
  

  Thank you for sharing your experience. We apologize for any disappointment and confusion regarding the club and its benefits.
  

  Upon reviewing your case, we found that you purchased a gift membership on December 21, 2022, and claimed it on the same day using your email address. As it was an annual membership, the tokens associated with it were active for one year after the claim. We regret any misunderstanding regarding the claim process. While we strive to provide clear information in our FAQs and on your account, we understand how such details can sometimes be overlooked.
  

  We noticed that you requested to cancel your membership on December 18, 2023, after the prepaid membership period had already passed, and a renewal had occurred. It's important to note that all members agree to membership auto-renewal upon sign-up, and this information is readily available in your membership profile, FAQs, and Terms of Use.
  

  While we are unable to offer a refund for your initially purchased membership, we have made an exception by reopening your account for two weeks. This will allow you to claim the tokens that were not redeemed during your initial membership period. Please ensure to claim these tokens within the specified timeframe, as they will be permanently removed from your account afterward.
  

  Please don't hesitate to contact our customer support for assistance or if you have any questions. We are committed to finding a resolution and aim to ensure the satisfaction of all our members.
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a whisky subscription gift and upon trying to redeem the subscription I was double charged.

  Business response

  03/26/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion surrounding the Subscription.
  

  Upon reviewing your account, it appears that you successfully claimed your subscription using the Gift Card on March 4th, 2024. However, it seems there may have been a misunderstanding as you attempted to claim the Subscription a second time on March 5th, 2024. Unfortunately, you were charged as the Gift Card had already been utilized and was no longer active.
  

  We're pleased to see that our team has already resolved this issue by refunding the Subscription charge.
  

  We truly regret any inconvenience this situation may have caused you. If there are any further concerns or if you feel that your issue has not been fully addressed, please do not hesitate to reach out to us. You can easily contact us at **********************************.

   

  Kind regards,

  Flaviar Team
  

  Customer response

  03/27/2024

  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

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a Flaviar membership as a gift from a friend in December, 2022. I had some difficulty claiming it at the time. I had a conversation with a Flaviar "Flavor Concierge", *****, to resolve this which concluded with her message*** ****** ***** *** *** *** ******** ** *** ********** **** *** **** ******** ** **** ***** ********** **** ********** ******** *** ***** *** ***** ** ** ******* ** * **** **** ***** **** * *** ** ******* ************ **** ******* ***** *** ********** ** *** ****** * ******* **** ** *** **** ******** ** *** **** *** ******** *** ***** ** ******** *** ***** * **** ****** * ******** ** ***** ****** **** ******* **** ** ********** ***** ***** ** ***** *** ***** * **** *** ****** ** ***** *** ******* ****** ******* * ***** ** **** ** *** *** ********* ** ** **** ** * ***** *** ** ***** *** ******** **** ******** **** ****** ********* ************* ****** ***** *** *** **** ************ ** *** ** *** **** ** ***** **** *********** ***** **** ** * *** ****** ******** *** ****** **** ***** **** ********** **** ** ** ******* ******* *** **** ***** ** **** ** ***** **** ****** ****** *** ****** **** **** **** *** ********** ******* *** ***** *** ****** **** ************* ** ******* **** **** *********** ****** *** ** **** ** *** **** ********** *********.On 12/20 I logged in to my Flaviar account to claim the rest of the gift but the option to do that was gone. I had a choice to pause my membership until March or let it expire. I paused the membership hoping to resolve this with Flaviar. Flaviar has not responded to my subsequent inquiries about this, the first on 12/21 and another on 12/30, in spite of a promise they make on their website to respond within 24 hours during the business week.

  Customer response

  03/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Flaviar, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

  Business response

  03/26/2024

  Dear ******
  

  Thank you for taking the time to share your experience. We sincerely apologize for any disappointment and confusion regarding our club and its benefits.
  

  We want to reassure you that the tokens allocated to your account are indeed available during the "grace" priod. In fact, I can see that you recently placed an order, utilizing the remaining tokens. Rest assured, your order is currently in the process of being fulfilled by our vendor. Typically, orders take between 1 to 5 business days to process before they are shipped out. Once your order has been dispatched, you will receive a tracking link via email.
  

  Should you have any further questions or require additional assistance, please do not hesitate to contact us at [email protected]. We are committed to addressing any concerns you may have and promise to respond to your inquiry promptly.

  
  Warm regards,

  Flaviar Team
  

  Customer response

  03/31/2024

  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

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a gift subscription for $180 that was never sent. I have contacted them 3 times with no response. Also left phone message.

  Business response

  02/01/2024

  Dear ******,
  

  Thank you for taking the time to share your feedback. We sincerely apologize for any inconvenience you've experienced regarding the Gift Subscription.
  

  Upon careful examination of your case, no email messages were located under the provided email address. Could it be possible that you reached out to us using an alternate email address? We regret any delay in addressing this matter and appreciate the opportunity to assist you.
  

  Our records indicate that the gift card, purchased on November 27, 2023, was sent to your email address on both November 28, 2023, and January 18, ****. If you haven't received it, we recommend checking your spam and secondary folders. In an effort to safeguard your sensitive personal information, we have initiated communication via email to discuss and resolve any concerns. We eagerly await your response!
  

  Our goal is to swiftly resolve this matter and find a satisfactory solution. Thank you for your understanding. :)
  

  Warm regards,
  Flaviar Team
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over charged: $973.00 I originally purchased this as a gift in 2021 for my husband and Flaviar opened an additional account under my email address. Thus, charging me twice in 2021 and again in 2022 and 2023. I never signed up for a membership and none of this has been used. I expect a full refund in the amount of $973.00 which cover the following charges I did not agree to: 1.12/17/21 - $349.00 2.12/12/22 - $324.00 3.12/07/23 - $300.00 I find their practices to be deceptive and underhanded. Not once did I get notified these charges were taken place. As of 1/10/24 I have received a $229 refund - $744 short of what I expect.

  Business response

  01/18/2024

  Dear **,
  
  Thank you for taking the time to share your experience with us. We sincerely apologize for any disappointment and confusion surrounding your Membership, and we appreciate the opportunity to address your concerns.
  
  Upon reviewing your case, it appears that you added both a Gift Membership and a Personal Membership to your cart during your initial order on Dec 16, 2021. One of our agents already informed you of this, and you can also review this order in your Order History page. The system treated the Gift Membership differently by sending a Gift Card to the recipient, while the Personal Membership was immediately linked to your account.
  
  In accordance with our Terms of Service, all Memberships are set to renew after the prepaid period, and our Refund policy allows cancellations within a 3-day "grace ******** During the checkout process, you agreed to these terms.
  
  Upon canceling your Membership through the system, you received a refund of $229.00, covering the cancellation which took place after the 3-day grace ******* Despite our standard Refund policy, we made an exception and issued an additional refund of $95.00 for the renewal.
  
  Regrettably, we cannot refund earlier renewals from 2021, 2022, and 2023. To address this, we are extending an exception by keeping your account active for a limited time,enabling you to claim your unused tokens. We eagerly await your token claim to reach a resolution that satisfies both parties. We are confident that we can promptly and amicably resolve this matter.
  
  If you encounter any challenges in claiming your complementary tokens or have further questions,please feel free to reach out to us at *********************************** We are committed to assisting you.
  
  Best regards,
  Flaviar team

  Customer response

  02/01/2024

  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: I respectfully disagree with Flaviar's response.

  A renewal notice was not sent/received as Flaviar stated in their 1/17/24 email. Flaviar's records should also show the account in question was not accessed until they were notified on 1/2/24. This is because purchasing a membership for myself would be a waste of money and resources - as I do not drink. 

  In total I purchased 2 gift certificates for my husband - The original purchase was a Christmas gift for my husband (12/17/21) and again on 10/25/22 for our anniversary.  I would also add, in both cases the handwritten gift card that was to be delivered in 5-7days NEVER arrived and I had to wrap a cheap piece of paper instead.

  Flaviar's response is disappointing,and their practices are deceptive and underhanded."Tokens" (whatever those are) are useless to me, because as mentioned earlier I do not drink. I expect a full refund of the balances owed to me ($649.00) for a membership I did not request or was properly notified annually of it being renewed.
  

  Sincerely,
  ****************; 

  Customer response

  04/30/2024

  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:

  The resolution thus far while not ideal, would be considered adequate. I do have a question regarding the "tokens." The ability to use said "tokens" was extended and my account shows I have some available however the system is not allowing me the ability to use them. 

  ** * 

   

   

   

   

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

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

  Business response

  05/31/2024

  Hello **,

  Thank you for getting back to us and pointing out this issue!

  We have reopened your membership but it was canceled when the additional refund was issued. We have now reopened your Membership again for a week so that you can claim the unused tokens. Please do so until the end of next week as the tokens will become unavailable after this time.

  You can claim your complimentary token by navigating to "Manage your Membership" on the top right of the website while signed into your Flaviar account.
  ??
  ?After clicking CLAIM NOW youll be asked to verify the shipping address. First, you will be able to choose from a selection of tasting boxes. In the next step, you will be offered to make a choice from a currently favored selection of full-size bottles. In the last step, youll be asked to confirm your selection.
  ??
  ?Follow these steps if you are not able to claim your Membership Benefits:
  ??1. Logout
  ??2. Sign in with your account details
  ??
  If you have any questions at all, don't hesitate to get back to us at **********************************.
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried unsubscribing from Flaviars marketing emails for at least 3 days, and it doesnt appear the required unsubscribe link at the bottom of their emails actually works. I have tried multiple ways, and am tech-savvy, and it appears they are purposefully making it impossible to unsubscribe from their emails which is illegal under FTC law in the US. All unsubscribe links MUST be functional, and theirs is not. I have tried to find a way on their website to contact them to see if its just a broken link but that appears impossible to do as well.

  Business response

  12/15/2023

  Hello,

  I trust this message finds you well! We sincerely apologize for any inconvenience you may have encountered with our email unsubscribe process. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns to ensure a better experience for all our customers.
  

  To manage your email preferences, including unsubscribing from marketing emails, you can click on either "Change Newsletter Frequency" or "Stop Emailing me" located at the bottom of our email communications. These options will direct you to a page where you can easily update your preferences.

  Upon thorough investigation of your case, we confirmed that our unsubscribe functionality is indeed operational as you have been successfully opted out from receiving marketing-related emails. It appears that a temporary technical bug may have raised doubts about the functionality of this option. We sincerely apologize for any frustration this may have caused!
  

  Should you encounter any difficulties or have further questions, our dedicated customer support team is readily available to assist you. You can access our contact information by scrolling to the bottom of our website and clicking on the "Contact Us" option. Alternatively, you can reach out to us directly at *********************************** and we will be more than happy to help address any concerns you may have.

  We hope this clarification eases any uncertainties. Thank you for your understanding. Have an amazing day!
  

*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. ↩