Complaints

This profile includes complaints for Home Wet Bar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Wet Bar

  425 E Hill St Oklahoma City, OK 73105-4013

• 

  Home Wet Bar

  425 East Hill Street Oklahoma City, OK 73105

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:12/31/2024

  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 placed an order for a personalized glass. When received it had a large seam going right through the personalization. I reached out to customer service and instead of a replacement or refund all they would offer is a 15% discount or a 30% restocking fee for a terrible product (per **** at Customer Service)

  Business Response

  Date: 01/02/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the disappointment and frustration caused by your recent experience with us. Providing high-quality products and excellent customer service is extremely important to us, and we deeply regret that we did not meet your expectations in this case.
  
  Upon reviewing your concerns, we have issued a full refund for your order. You should see the refund reflected in your account within 3-5 business days. Additionally, we have reached out to our manufacturer based on your feedback to address the issue with the seam on the glass and ensure this does not happen again in the future.
  
  We understand how important it is to receive a product that meets your expectations, especially when it is a personalized item. Once again, we apologize for the inconvenience and frustration this has caused. If you have any additional questions or concerns, please don’t hesitate to contact us directly.
  
  Thank you for your patience and understanding, and we appreciate the opportunity to improve based on your feedback.

  Customer Answer

  Date: 01/08/2025

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/31/2024

  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 bought item on Dec.17th before 12pm. HomeWetBar's website stated that items ordered by 4pm on Dec. 17th are guaranteed by Christmas. Prior to purchasing, I spoke to a **** by phone who confirmed the item will arrive on time, even with Standard shipping and that expedited shipping wasn't necessary. I paid for "rush" engraving & expedited shipping instead for extra security. Update received on Dec. 20th said item was shipped. I called HomeWetBar again by phone and by chat and was told the item will be received by Christmas. Tracking on Dec. 23rd stated the item was scheduled to be delivered on Dec.26th. I contacted ***** and was told that the item was shipped by ground transport/Standard delivery. I contacted HomeWetBar. This **** told me a different version from what was told to me by prior ***** I was told me that I should have paid for overnight air shipping. At no time did anyone tell me this prior to the item being shipped. I was told on 3 occasions( 2 phone calls & 1 chat) that this item would arrive on time with only standard shipping. The item arrived on Dec.26th, 6 days after shipping, poorly packaged and damaged. The area where the engraving was placed had vertical scratches. It looks like a used item. The packaging slip looked soiled, had markings as if a child was scribblingon it. I contacted *** again by chat regarding the late shipment/arrival of the package & the damaged look. The **** confirmed that I was told the wrong information and only apologized. I was told that the photos of the damaged item is a natural and the company is not responsible. The only area that had scratches and so called "natural variations of wood" was where the engraving was placed. The **** offered a 15% off a future purchase, an offer that is being advertised on the website to all customers. Not only was I given false information regarding the ******************* of this item, but *** has refused to take responsibility for the late arrival & defective item.

  Business Response

  Date: 12/31/2024

  Thank you for bringing this to our attention. We sincerely apologize for the issues you experienced. Providing excellent customer service and quality products is our priority, and we regret that we fell short.
  
  The tracking shows your package was shipped on time from our warehouse with a delivery guarantee by December 25th, as confirmed by our shipping carrier. Unfortunately, the delay was due to carrier issues beyond our control. Weve escalated this with them and are working to recover the shipping charges.
  
  To address your experience, weve issued a full refund for your order as a gesture of goodwill. It should appear in your account within 3-5 business days.
  
  Regarding the condition of the item, we sincerely apologize for the scratches and packaging issues you described. While natural variations in wood can occur, the state of your item and its packaging does not meet our standards. Your feedback has been shared with our team to ensure this is addressed.
  
  We also regret any conflicting information provided by our team during your interactions. We are taking steps to improve communication and training to prevent similar issues in the future.
  
  We deeply regret the inconvenience caused and appreciate your understanding. Please let us know if theres anything further we can do to assist.
  

  Customer Answer

  Date: 01/02/2025

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/21/2024

  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.

  I placed a Christmas gift order from this company and when I received the order it was a complete disaster the box was broken, the classes scratched and the engraving was barely noticeable i9 contacted the company and provided proof and they refused to fix the issue. I need my refund issued for this big disaster it is very wrong

  Business Response

  Date: 12/24/2024

  Thank you for the opportunity to address this concern. We take customer satisfaction very seriously and aim to resolve any issues promptly.
  
  The customer reached out regarding their order, reporting damage to the box, scratches on the glasses, and engraving concerns. Upon receiving and reviewing the photos they provided, we immediately sent out a replacement item on 12/19/24 to address these issues.
  
  In addition, as a gesture of goodwill, we have fully refunded the customers order, even though a replacement was provided. We believe this action demonstrates our commitment to resolving the issue and ensuring the customers satisfaction.
  
  We strive to provide the best possible service and are committed to addressing any concerns brought to our attention. We respectfully request that this resolution be considered in your evaluation, as we have taken every possible step to resolve the matter to the customer's benefit.
  
  Thank you for your understanding, and please let us know if any additional information is needed.
  

  Customer Answer

  Date: 12/24/2024

  YOU DID NOT PROVIDE A REFUND, YOU TRIED TO CHARGE MY CARD AGAIN TODAY I HAVE PROOF OF THAT IF YOU WOULD LIKE TO SEE IT
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/26/2024

  Thank you for reaching out with your concern. Attached is a copy of the refund we issued. What you are currently seeing in your account is a pending credit. Please rest assured that we do not have any additional charges associated with your account.
  If you have any further questions or need clarification, feel free to let us know. Were here to help!
  

• Initial Complaint

  Date:08/23/2024

  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 order for a gift this July (it was a personalized wooden box with 4 glasses and decanter inside of it) for a friend's 50th birthday. As soon as the I took the original gift out of the packaging and lifted the clip to open the box the clip fell off. It was obvious that the screws were too small for the clip to stay. I wrote to the company and they were very responsive. They said they would send out a new box. I explained to them that the screws would need to be longer or it would not stay. In the meantime, I had to give the gift to the recipient as it was. A week or so later the new box was received. I gave it to the recipient and as soon as he opened the same issue happened. He sent me a picture of it - it was truly embarrassing. I wrote to the company again saying that the item was defective and could they fix it. They said they could not, they could either send me another box (exactly the same) or give me a refund for the box only (not the other items in the box). I said neither of those really works in this situation, they proceeded to refund me for the box. I wrote again saying that they need to take this defective box off their website and not sell to anyone else and they wrote back saying the box is NOT defective.

  Business Response

  Date: 09/26/2024

  ******,

  I'm sorry that you had this experience with our company. We take customer satisfaction very serious and providing world class service is our top priority. After reviewing your correspondence with our customer service team I have escalated this issue to the appropriate members of our team to avoid these type of issues in the future. In the meantime I have asked our customer service manager to fully refund your order and I am here to help in any other way that I can. If we can be of any further assisance please do not hesitate to contact me directly.

   

  Sincerely,
  ***** ****
  Integrator & Director of Operations
  HomeWetBar.com

  Customer Answer

  Date: 09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I am glad they have escalated this issue within the company.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/11/2024

  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.

  placed an order on 6/11 for an item. Before proceeding to pay the shipping costs based on my zip code was $12. then I went back and used the discount code for 15% and saw that the shipping costs rose to $24 after using the discount code. Not sure why the shipping costs didnt stay the same.

  Business Response

  Date: 06/13/2024

  Hello there, I am the customer service manager at **********************. I assure you and the customer we do not raise our shipping costs if a customer uses a discount.

  In investigating this issue I can see how the customer may have been confused. As once he applied the discount code, his shipping charge did not remain on the screen.

  If you look at the first picture (Givans1), it shows the shipping charge of $12.88.

  If you look at the second picture (Givans2), for some reason it took the shipping charge out, but shows the discount of $23.24.

  If you look at the third picture (Givans3) it shows the actual order he placed with the $12.88 shipping charge as well as the $23.24 discount that the customer received. 

  We apologize if this looked deceptive in any way, shape, or form. That is not how we do business. We strive to exceed expectations and are deeply sorry that a perception was taken as us changing our offers as that was not our intention.

  DustinR

  Homewetbar

• Initial Complaint

  Date:05/14/2024

  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 ordered a personalized decanter set with 4 glasses and personalized box. This is the description directly from the website;"This set includes a decanter with a sealed stopper, four beautiful old-fashioned glasses, and a handsome walnut-stained gift box." "Includes a decanter, four glasses, and a large wooden gift box"The 1st package arrived and the box was broken, the seller replaced it with a 2nd box that was not as ordered and then replaced it with a 3rd box that was correct but broken again. I requested a full refund to include shipping and a return shipping as the product was consistently not packaged well enough to withstand shipping and appears to be a lesser quality product. The seller refunded an arbitrary amount to my credit card for the box, but now I have a partial product that is not as I ordered. I did not order the decanter set and add on a gift box, it is one complete product. I have been told that personalized gifts are not returnable, but this return is due to the poor quality product and poor quality control. The seller also immediately closed out the option for me to leave a review on their website as soon as I requested a refund. This seller is operating with in their best ability to deceive thee consumer.

  Business Response

  Date: 05/20/2024

  Thank you for bringing your concerns to our attention. We deeply apologize for the inconvenience you experienced with your recent order and appreciate the opportunity to address and resolve the issue.
  
  Below is a summary of the actions we have taken to address your complaint:
  
  Investigation:
  
  Our team conducted a thorough review of the situation, including examining all relevant records and communications regarding Order #*********.
  
  Contact with Customer:
  
  We initially reached out to you regarding the damaged box and promptly processed a replacement under Order #**********.
  Upon learning that the replacement box did not include the ********* design like the original, we sent another replacement under Order #**********.
  
  Resolution Steps:
  Unfortunately,the second replacement box also arrived damaged. To rectify the situation, we issued a refund for the box.
  After discussing the matter with our representative, we decided to provide a full refund for your order to ensure your satisfaction.
  
  Preventive Measures:
  
  To prevent similar issues in the future, we are conducting a review of our packaging procedures and working closely with our shipping partners to improve the handling and delivery of our products.
  
  Additional training for our customer service team has been implemented to ensure a more efficient resolution process.
  
  Follow-Up:
  
  Despite multiple attempts to contact you via phone, we received your email response stating: Thank you for looking into this and standing behind your product. I hope you have a good weekend. We are glad to hear that you appreciated our efforts to resolve the issue.
  
  We value your business and are committed to providing the best possible service.If you have any further questions or need additional assistance, please do not hesitate to contact us directly at 1-855+611-3800.
  
  Thank you for your patience and understanding. 

  Customer Answer

  Date: 05/22/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/18/2023

  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 this product online and made a typo to the spelling for the engraving. I immediately contacted the seller and requested they correct the spelling. I didn't receive a response from the seller until 2 days later at that point they told me they were "too busy to find my order in the warehouse therefore I had to accept the order with the wrong spelling and no refund would be issued because it was a "custom order".

  Business Response

  Date: 12/20/2023

  Order was place after customer service hours on Dec 16, 2023, 7:06:00?PM CST however, our production runs 24hrs.  As stated on our website under the heading , Can I Change Or Cancel My Order? ***********************************************; "You are welcome to email or call us if you have any questions before placing an order. We know many of you are ordering for gifts and want your orders as soon as possible. As such, our fulfillment process begins immediately after your order is placed so we can provide the quickest possible service. Understandably, once your order is submitted we will be unable to cancel or change it. Please make sure to check spelling, dates, names and photos carefully, they will be printed exactly as you submit them. Completion of your order confirms and acknowledges that you have reviewed and verified the accuracy of your entire order before it was submitted." 

  Customer failed to verify the order before it was submitted, while she did send in a request to make a change, the order already started to process and this was explained to her by our customer service department at our earliest opportunity.  

  To show good faith even though we processed and shipped the order as ordered by the customer, we have FULLY REFUNDED this order and they are not responsible for any payment.  

  Please close this complaint in our favor due to the policy for making change is clearly posted on our site and we refunded this order even though we have fulfilled and shipped the order as requested

   

   

   

   

  ******************************************

• Initial Complaint

  Date:09/19/2023

  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.

  Placed order with express shipping said Friday never arrived i baught it for friend that has left over seas I asked for a full refund the have refused

  Business Response

  Date: 09/26/2023

  The customer has reached out to our customer service team regarding the issue.  Our customer service assistant manager has responded to the customer for resolution.  We are currently waiting on a reply from the customer. 

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair 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 ordered two leather wraps with two whiskey glasses. The wraps are too big for the glasses. This means that the wraps ride far too high on the glasses making it darn near impossible to drink from. The vendors response was twofold: - the wraps are custom stitched and allow for easy removal of the glass for washing purposes - they offered a 20% discount on a future purchase While the wrap does offer easy removal, it is far too big and is really unusable Given that I am now wasting $94 since they won't refund or replace, the offer for a discount on a future purpose is worthless.

  Customer Answer

  Date: 08/30/2023

  Vendor has agreed to refund the purchase in full.  Case closed.