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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a custom wine rack. The design drawing I was provided and paid for is not what was delivered. After pointing out the mistake to them, I was told I could buy the missing racks even though these were the racks I originally believed I had purchased.Business response
11/18/2022
We spoke to the customer, sent him a new rack as per his request and he was satisfied.Initial Complaint
06/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Invoice #*********. Order #*********. Order date 02-22-2022. I ordered partially assembled wine racks costing $12,592.32. The bill of lading #********* showed three items picked up and I received the three items which were a pallet 740 lbs with 18 boxes on it, and two separate boxes which weighed 58lbs. and 73 lbs. When I finished unboxing, assembling, and placed the wine racks I realized one item, part of the order and paid for, a 4 foot wide unit ( 4FT-COMBO1-M-UN) was missing. ********* denied that the shipment was not complete and suggested the shipper was at fault. They also said they had no responsibility because I discovered the error just past 30 days from delivery. So I have a $2,095.86 loss, a 4ft gap in my project which I can not complete, and have no recourse.?. WineRacks is negligent, unconcerned, and unethical. WineRacks does not deserve good standing with BBB. I have all invoices and paper records and can send, but I could not download to this form.Business response
10/21/2022
I hope all is well! The customer in question contacted us on 6/20 about an order he received on 4/19. We pulled our packing list which we prepare for every shipment and it reflects that we shipped all the items in question.
The customer wrongly believed our bill of lading is itemized which proves the racks were not in the shipment but the bill of lading merely mentions the contents of the delivery as far as how they were packaged.
The customer did express having issues with his T-Force delivery but did not say anything about that or mention possible missing racks until sixty days after receiving them.
As per our policy on our website, " Please open and inspect your purchases immediately upon receipt. ************* and our suppliers will not be responsible for damaged or missing product reported more than 30 Days after ship date."The customer also filled a chargeback with PayPal which ruled in our favor. Please see the attached
Let me know if you need anything else from me. Thank you!
-- ******* ************* ************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.