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:12/03/2024

  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 bought Flaviar's 2024 Whiskey Advent Calendar on 11/19 and I never received it. I've reached out multiple times to the company. On 11/26, I received a message from Flaviar stating that the package was shipped, however, the tracking number from *** has continued to state that *** does not have possession of the package so it has not shipped. I've written multiple more times to the support e-mail and left a message on the support voicemail, but Flaviar has not returned these messages. I would like my money back for the item I never received.

  Business Response

  Date: 12/12/2024

  Hello ******,

  Thank you for sharing your experience.

  After reviewing your order, we see that it was placed on November 19, 2024, which was after our cut-off date for guaranteeing delivery by December 1. We sincerely apologize if this information wasnt clear at the time of your purchase.

  The Advent calendar orders differ from regular retail orders. The calendars are being shipped in batches from oldest to newest orders. We understand that this is a time-sensitive purchase, and we truly regret any inconvenience this has caused.
  

  We can see that a payment dispute was filed in the meantime. We'd like to let you know that we've accepted the dispute on our end so the funds will be returned by your bank shortly.
  

  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: 12/17/2024

  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 have not received a refund.

   

   

   

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

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

  Business Response

  Date: 12/27/2024

  Hello ******,
  

  We sincerely regret any disappointment or frustration youve experienced regarding this matter, and we appreciate the opportunity to clarify.
  

  The charge for the Advent calendar was disputed, which prevented us from proceeding with a reshipment. However, weve accepted the dispute, and your bank should have already credited the full amount back to your account.
  

  If theres any remaining confusion or if you need further assistance, please dont hesitate to reach out to us at *********************************** Were committed to resolving any concerns promptly and ensuring your satisfaction.

• Initial Complaint

  Date:11/11/2024

  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.

  Preordered a whiskey advent calendar in July. I received an email in early October apologizing for the shipping delay, which was surprising because I received zero notice of shipping to begin with. Received two more follow up emails with the most recent indicating the shipment was to be received on October 28, 2024. As of today, shipment has not even been sent/picked up. When requesting support via email on 10/31 I received a response indicating my item whipped and was on its way. Still no updated shipping, still no product.

  Customer Answer

  Date: 11/14/2024

  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:10/25/2024

  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.

  I have been a part of the Flaviar ************ Membership for multiple years now and noticed that I was charged for my annual membership renewal. I attempted to login to start my order, but none of the emails or passwords I was entering were getting me into the system. In an attempt to "reset my password", nothing came through to my email to reset it. After that, I have emailed ********************************************************************* at least four times in the past month to ZERO response or action from the company. They are currently sitting on my money and are not allowing me in to place my order, nor responding to my requests for assistance. In addition to being poor customer service, this is also a form of theft that needs to be addressed and people need to be aware of this.

  Business Response

  Date: 11/05/2024

  Hello ***,

  Thank you for reaching out and sharing your experience. We apologize for any frustration or confusion caused by the communication issues.
  

  Weve received your inquiries regarding account access, and for your reference, Ive attached a PDF of the full conversation. It appears there may be an issue with you receiving our emails, even though they show as delivered and viewed on our end.
  

  To assist you, weve sent another password reset email to the address linked to your account ********************************** Please check your inbox, and if you dont see it there, kindly check your spam or secondary folders. Additionally, if your mailbox is near or at capacity, it may prevent new emails from coming through, so you may want to confirm that space is available.
  

  Were also working with our IT team to ensure there are no issues on our end affecting email delivery.
  

  If you still do not receive the password reset email, or if you would prefer to discuss a refund, please let us know by contacting us at *********************************** We are here to assist and make sure this issue is resolved to your satisfaction.
  

  Customer Answer

  Date: 11/05/2024

  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:09/03/2024

  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.

  I received a 1 year whiskey gift membership in 2023 from Flaviar. The evidence that Flaviar was aware that this was a gift and not something I had subscribed to myself was evident from the mailer I received informing me that I had received a gift membership along with instructions on how to redeem the membership. I have no complaints about the membership, each quarter I received a whiskey taster and I got to select a bottle of whiskey at no cost, shipping was included. I even ordered some whiskey from them in the past year outside of the membership. However, now that the year is up they, without warning, automatically renewed my membership and charged me $115 for a the next quarter. My complaint is that automatically renewing someones gift is unethical, especially because I personally never signed up for the membership, I only claimed a gift. If I never ordered any whiskey from them outside the membership they wouldn't even have my credit card number. I feel they stole my credit card number to "renew" a membership that the card was never used to purchase. In my opinion this is outright theft. I would never do business a company that has this kind of business practices

  Business Response

  Date: 09/09/2024

  Hello *******,

  Thank you for sharing your feedback. We sincerely apologize for any confusion or frustration caused by the recent renewal of your gift membership.
  

  We understand your concern regarding the automatic renewal of the membership. It is common practice for all members, whether gift recipients or subscribers, to agree to an auto-renewal policy upon sign-up. This information is clearly stated in our FAQs, Terms of Use, and on your membership profile page.
  

  However, we understand how such details can be missed, and we regret any inconvenience this has caused. We're pleased to inform you that after receiving your email, our customer support team has already processed a refund for the latest membership charge. Additionally, you can manage and make changes to your membership status anytime by visiting your profile page.
  

  We deeply appreciate your understanding and apologize for any disappointment this situation may have caused. Should you have any further concerns or questions, please dont hesitate to reach out to us directly. We are always here to assist you!

• Initial Complaint

  Date:08/26/2024

  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.

  On 8/7/24 I placed an order from my Flaviar membership. On 8/8/24 I was notified by Flaviar and *** that my order had shipped. These alcohol deliveries require a signature. Since I was not going to be home on the delivery date. I paid *** for change of delivery and have the package held at the local *** store. Instead *** held the package at a distribution somewhere else and then shipped it back to Flaviar on 8/19/24. Ive sent 5 emails to Flaviar requesting information about shipment and have not received a response. Flaviar does not provide live support by phone or chat. Email and voicemail are their only contacts.

  Business Response

  Date: 09/08/2024

  Hello ******,

  Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you experienced with your recent order.
  

  We understand how frustrating it must have been to encounter delivery changes, only to have your package returned. While we strive for excellence in our services, we recognize that logistical challenges can sometimes occur, and we deeply regret that this impacted your experience.
  

  Regarding your emails, our records indicate that we received one email from your address, which our customer support team responded to on the same day, providing an update on your shipment. If additional inquiries were sent from a different email address without sharing the order number, we may not have been able to assist, and for that, we truly apologize.
  

  We appreciate your feedback about our communication channels. While we currently do not offer live phone support, we are constantly working to enhance our services. Please note that you can also reach us via the messenger widget on our website.
  

  Your feedback is important to us, and we have shared it internally to help improve our processes. We hope to offer you a better experience in the future and will do everything possible to ensure a smoother process next time.

  Customer Answer

  Date: 09/10/2024

  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:07/09/2024

  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.

  On June 15,2024 I bough a subscription for ****** for my husband It was to be a Fathers Day gift He still has received no product or tracking information. It was to be shipped with 7 days

  Business Response

  Date: 07/23/2024

  Hello ******,

  Thank you for sharing. We apologize for your experience. The feedback you have provided is one of the only ways we can improve.

  Were well equipped to handle concerns tied to the spirits industry, without our members ever noticing a disruption in the quality of service. This is what members expect of us by now, and its the standard we aim for. Recently, though, weve experienced several concurrent issues, which has made resolving them in a timely manner much more difficult. This led to some shipping delays. We're terribly sorry you were among the affected!

  However, we're glad to see that you have already received your order. We will do our best to prevent such delays from happening in the future.
  

  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: 08/02/2024

  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.  This is a subscription and I am hopeful that it will not continue to have issues    Please let me know if delays are expected and update me often 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2024

  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.

  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

  Date: 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

  Date:05/03/2024

  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 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

  Date: 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

  Date:04/29/2024

  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.

  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

  Date: 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

  Date:04/24/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.