ComplaintsforAmazing Clubs

• Initial Complaint

  07/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a subscription to the Beer of the ********** with Amazing Clubs since December 2022. I had no problems with delivery until June 2023, at which time delivery was attempted but because I was not home when delivery was attempted, the product was returned to the company. Previously I had not been home when delivery was attempted and the carrier would attempt 1 time and would always deliver without a problem the 2nd attempt. This time, however, the product was returned to the company. I contacted the company and was told I could receive the item but I would have to pay $23.48 for shipping of the item. I asked for a refund. They refused. I asked for a credit for a future shipment. They refused. They offered me a different product, which I did not want. I was charged $44.95 on 6/12/23. I never received tracking information for the shipment from the company prior to delivery to know when to be home.

  Business response

  07/31/2023

  Thanks for your message.

  After checking your account, I can see that your order shipped on time as per our standard shipping policy. Unfortunately, as we ship perishables we are unable to offer a refund when a recipient is traveling or unable to accept delivery of their shipment. Per our terms and conditions:

  The Company is not responsible for:
  Items delivered to incorrect addresses supplied by the sender or recipient.
  Delivery issues arising from the recipient not being present at the time of delivery at the address supplied by the sender or recipient.
  Decreased product quality due to an incorrect delivery address supplied by the sender or recipient, or a re-route requested by the sender or recipient.
  Product quality problems caused by improper handling by the recipient including product quality problems resulting from perishable items that are left unattended or unopened by the recipient.

  It is for this reason we make it so easy for our members to pause or cancel deliveries via their online account or toll-free customer service.

  I can see you have requested the cancellation of all remaining shipments. We now consider this matter closed and, again, we appreciate the opportunity to respond to your concerns.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My brother bought me a 6 month ************ shipment of beer and wine. Due to my schedule I had scheduled to have 2 shipped to ** in ****. We received the beer shipment the last week of **** as expected and anticipated. The wine shipment was shipped on **** 29th via *** ground. I received an email the morning of **** 29th stating the shipment had been delivered to the shipper. I called Amazing Clubs immediately and asked for the shipment to be stopped as no one will be home in July to accept the delivery. I was told it was out of their hands and they were only following their shipping guarantee. I believed them when they told me these would be **** shipments. And I believed in their guarantee, "You see, it's actually quite simple. If you're the recipient of one of our clubs, and you're ever unhappy with our service, call or email us and we'll do everything we can to make you happy. If for some reason you're still not satisfied, you may cancel your membership at any time and for any reason and receive a full credit for any unshipped merchandise. No fine print and no excuses. No hassles and no delays." I called and I emailed and I called to no avail.I have canceled the rest of my membership. I am expecting a full credit for the August, October and December shipments to hit my brother's credit card, as well as full credit for the **** shipment that never arrived in ****.

  Business response

  07/31/2023

  Thank you for your message.

  Your order shipped on June 27th as p[er our standard shipping policy. Unfoirtunately, as we ship perishables, we are unable to offer a refund for deliveries that are missed when a recipeint is not home or unavailable. Per our terms and conditions:

  The Company is not responsible for:
  Items delivered to incorrect addresses supplied by the sender or recipient.
  Delivery issues arising from the recipient not being present at the time of delivery at the address supplied by the sender or recipient.
  Decreased product quality due to an incorrect delivery address supplied by the sender or recipient, or a re-route requested by the sender or recipient.
  Product quality problems caused by improper handling by the recipient including product quality problems resulting from perishable items that are left unattended or unopened by the recipient.

  For this reason we make rescheduling your delivery easy either via your online account or toll-free at **************.

  I can see in your account that you have requested we cancel your remaining shipments. We have done so and refunded the original credit card. We now consider this matyter closed and wish you luck.

  Customer response

  08/01/2023

  Complaint: 20334509
  
  I am rejecting this response because: The shipment was scheduled for **** and arrived in *********** *********** knows full well that shipping anything *** ground requires 3-5 business days.  They did not allow enough time for *** to deliver the package in ****.
  
  Regards,
  
  ***************

  Business response

  08/01/2023

  Please see our terms and conditions wnhich state:

  You acknowledge that delivery dates are non-binding estimates only and that you have no claim against us for delays or early deliveries. All products are deemed accepted upon our delivery of the product to you or your designated recipient's address. Deliveries of wine or beer are restricted to those 21 years of age or older.

  Again, we now consider this matter closed. Thank you for the opportunity to respond to your concerns.

   

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a quarterly beer subscription for my husband as a Christmas gift on 11/12/22. It was supposed to ship the last week of December. I got an email with tracking info stating that WeShip was shipping the item on 12/20/22, which said to allow 24 hours for an update. I allowed more than 24 hours and checked for an update. Eventually, the tracking said that the item was shipped on 12/27/22. I contacted Amazing Clubs via phone and email multiple times asking for more specific delivery info or an estimated delivery date as my tracking didn't provide one. They told me that they couldn't give me that info and to contact the shipper. I contacted the shipper and eventually heard back from them stating that they cannot provide info and to reach out to the company which I purchased the item from. It has been 2 weeks to the day that the item began the shipment process within the U.S. and no one can provide me any information as to where the shipment is, when to expect it, how to further track it, etc.

  Business response

  03/10/2023

  
  Thank you for the opportunity to respond to your review.
  
  I have researched this issue and can confirm that your order shipped the last week of the month per our shipping policy and that our carrier shows the shipment as delivered on 1/6/23. I also see that, although our carrier shows this item as delivered, you informed us that you did not receive the shipment and that it must have been misdelivered. In response a full refund was issued to your credit card.
  
  Please accept our apologies for this issue and we hope we have provided a satisfactory resolution to your issue.
  

• Initial Complaint

  10/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed my (now) husband up for the Beer of the ********** for a gift in May 2022. I did not always receive tracking emails, or shipment notifications (and when logging into my account, it only shows the initial purchase for the Month of May). There is no communication on the website or in the few emails that I did receive from them. I received a total of 3 tracking emails over the course of May-September 2022 when I should have received 5. We went out of the country at the end of September for our honeymoon, and as a result, were not home to sign for our beer club shipment. I never received a tracking email or notification of any failed delivery attempts. In fact, the first time I saw the tracking was when I emailed customer service requesting a refund for my missed shipment. I received a reply from customer service that said they could re-ship the box for $22.98 which is half of what the monthly cost of the box is and I would not receive a refund. I told them I did not want a re-shipment, I only wanted a refund for my missed shipment. I was then told that this is there policy and they will not issue me a refund. I told them I wanted to cancel my account and any future orders as a result of their poor customer service and lack of communication about tracking and shipment notifications. I expect basic customer service from a company like this to retain their customers, but they are more intent on keeping my $47.58 for a shipment I didn't receive. I would have been content with a complimentary re-ship of my box OR a refund. The company needs to have clearer communication on deadlines to skip a shipment, and any shipment communications. When logging into my account there is no way to skip or track shipments, or view past tracking information (even though the few tracking emails I received say I can do this on the website).

  Business response

  03/10/2023

  
  Thank you for the opportunity to respond to your issue.
  
  Unfortunately, we are unable to provide you a refund.
  
  I have investigated this matter and see that all tracking was sent to you upon shipment and, more importantly, tracking is always available via your recipients online account. This information was provided in your initial gift announcement, in each shipment that you received, and is posted on numerous pages on our website.
  
  When your recipient received their gift they were notified of their shipping schedule in advance and specific information on pausing their deliveries if they will be out of town. This can be done by email or via the recipients online account (your husbands account) which we can see he never logged into. Sadly, without a member notifying us, we have no way of knowing when they will be away from home.
  
  Please review the following as stated on our website:
  
  Can I pause my membership?
  Yes. We can pause your membership for as long as you need and restart deliveries whenever you choose. Please make sure that your request is received no later than the 15th of the month to take effect that month. Requests to pause a membership received after the 15th of the month will only take effect the following month.
  
  And, from our terms and conditions:
  
  The Company is not responsible for delivery issues arising from the recipient not being present at the time of delivery at the address supplied by the sender or recipient.
  
  As a one-time courtesy I can see that a manager offered your husband a replacement shipment at a 50% discount and that you declined. Unfortunately, that is the best offer we could make you and we now consider this matter closed.
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am emailing in regards to a shipment that was not delivered to *********************** in ****** ***** (Shipment ID # ********** for the month of April.Tracking number for this shipment: ptk1LO91Q-mD1_3M6P9fMw.The delivering company, weshipping, had attempted to deliver three times. I had no idea there was an issue until I decided to check the email that said it was shipped, April 26, 2022. My son did not acknowledge that he received the beer so I checked the tracking on May 10. That is when I noticed there was three delivery attempts. I called amazingclubs on May 10 when I noticed, to see what the problem was. I was told my son should contact the shipping company to let them know when he can pick up the beer since they will hold it for 5 days. I gave my son the information that was given to me. He contacted weshipping and was frustrated by the communication and email he received that said "end customer." I checked the tracking again to discover it was sent back to amazingclubs May 13. I called and spoke to "Daisy" Saturday morning, May 14 to find out what was going on. She had no information other than to say I will be billed for shipping again when they resend the beer. I told her I wanted to speak to her supervisor and did not want the beer to be shipped again. She was hesitant to give any information and said it is their policy to resend. She finally gave me the name ******** I asked for a contact number or email. She said ******* would contact me. I received a voicemail on May 17 at 2:06 pm from someone named ******* or ****." He said to call back and see if we can come to an agreement. I called back and asked for *******," but "********" answered and said she will read the notes on file. She told me they would not refund the beer but I can pay for a discounted shipping price to resend it. I told her I did not want it reshipped since their was no communication between them with me. She said she couldn't help me and that was their "policy."

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the 3 month pie of the month club. The first pie was awful so they added another month. Pies 2&3 were run of the mail pies you can get in any supermarket across the country. The last pie was also awful. Called and complained and they said a supervisor would get back to me as its the last pie so there is nothing they could do. They said a supervisor would call me within 48 hours, never called. I posted a review on their ******** and they just deleted it. They say they have a 100% satisfaction guarantee but thats a load of Bull. They are crooks and and very misleading!!

  Business response

  04/26/2022

  Thank you for the opportunity to respond to your issue. In preparing this response, I have reviewed your order, your chat messages, and your recorded phone call with our representative. Unfortunately, your description of the events do not match the facts.

  When you called you stated that our chat representative had informed you that our pies were frozen and "stored in your warehouse for months". This is false. A review of your chat session shows no such statement. Our pies are always baked fresh for our customers and, sometimes depending on the specific ingredients, are frozen pre-shipment to prevent damage. We never store pies in any of our shipping facilities under any circumstances.

  You also state that we failed to call you as promised. That is also untrue. When you asked to speak to a supervisor our agent offered to open a service ticket for you and a manager would all you back within 48 hours. At that point you became enraged, berated our agent, screamed "I'm not waiting 24 hours for s supervisor!", and hung up the phone. As our agent was not able to then collect the information for a service ticket, it was never created.

  As for our guarantee, you state that we offer a 100% satisfaction guarantee and we'd be interested to know where you read that. What we do offer is our famous "They'll Love It!" guarantee which states that if you're ever dissatisfies with a monthly delivery you can cancel your membership with no questions asked and receive a 100% refund for all unshipped items. In addition, we also guarantee our members against missing and damaged deliveries but we do not guarantee for taste preferences (as per our terms and conditions which state, ************ guarantees your purchase will arrive undamaged. We cannot guarantee or warrant against individual taste preferences").

  We see that your membership has expired and we now consider this matter closed. Again, thank you for the opportunity to respond to your review.

   

   

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My parents purchased the 3 month beer *********** at Christmas. First shipment went well. I received notifications on when it was coming and made sure I was there to receive. I realized I never received the second shipment and went on line and it showed there were 4 delivery attempts in four days and was returned to sender. I never received and notifications, delivery notices, notes from sender, etc. I also have a Ring camera and nothing. My wife is home and would have definitely been there to receive over a 4 day period. I called the Company and was told a supervisor would call in 48 hours, never did. I emailed back and was told a supervisor tried to call me two days ago (they did not) and that they sent an email that she attached (no email was received). he email did say that they could resend if I pay $23 shipping.. The 12 beers are not worth anything near that. So basically a carrier lied or someone lied and I should have to pay $23. I asked to speak with a supervisor and they called today and basically said nothing they could do. Trust me, this is not about the money or the beer, it is about the principles here. My parents bought me a gift and someone failed to deliver. Terrible customer service, basically assumes customer is lying. Worst experience ever

  Business response

  03/02/2022

  Thank your for allowing us to address your concerns. After reviewing your account we have confirmed that or shipper made 4 geo-verified delivery attempt of your signature required, perishable item. As you stated, our customer service representative offered you the one-time courtesy of a replacement shipment at a 50% discount. If you would like to take advantage of that offer, please contact us at **************. Thank you.

  Customer response

  03/02/2022

  Complaint: 16775680
  
  I am rejecting this response because:

  The four attempts never occurred, that is the whole point.  I was never once contacted about an upcoming delivery or received any notification that any attempts where made.  I have a Ring camera and there were no rings on the days the delivery was supposedly attempted.  My wife is home all day and in those 4 consecutive days no one came to the house.  The shipper is lying.   On my first delivery I was receiving updates on when the shipment would arrive and I made sure  I was home that day and everything was fine.  Second delivery (the  one in question) I never received anything so I went on line and saw these so called attempts and reached out to you.   Third delivery I was not home on the first attempt and was contacted by the shipper and we arranged for a new day and I was home and everything was fine.   The issue here is that the shipper never came to my house for the second delivery.

  I have no reason to lie about this, I give the beer away because it is so terrible.  This is about the principles and how you run your business.  The price my parents paid for this gift was ridiculously high for the quality of what was received.  Nevertheless they provided a gift.  The shipper you contracted with for the second delivery failed to do their job and lied about it.  You are taking no accountability for the performance of the people you contract with and represent your brand.  You be ashamed and embarrassed.  The 50% discount still lines your pockets pretty well.  Without question the worst customer service experience I have ever had 

  
  Regards,
  
  ***********************

  Business response

  03/02/2022

  Thank you for the opportunity to respond to your concerns. After reviewing your message, we are unable to assist you further and we now consider this matter closed. Again, we appreciate this opportunity to respond to your concerns.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a subscription for beer of the month. Because of the courier they use, the shipment would not be completed in November because I work full time and could not sign for it. When I tried to pick it up, they ***** refused to give me the package or tell me where it was and they returned it. *** then offered to hold future shipments at a local branch for me to pick up with an ID. ********************** refunded me for the returned package and I set up for future deliveries to go to ************* for me to pick up. This worked in January, but in February, without notice, that *** hub rejected and returned my package without permission. Amazing clubs is refusing to refund me for this shipment despite multiple attempts and no way for me to receive these goods paid for. I need a refund.

  Business response

  02/18/2022

  Thanks for your review, Tori.We've investigated this issue and we're happy to respond. As you know, your beer club membership requires a signature upon delivery. Because of this, you redirected your deliveries to an independent *** Store franchise which does not accept alcohol deliveries, It appears they made a one-time exception for you last month but this month your delivery was refused and returned to our facility where it was destroyed as is required for all returned consumable food products. Unfortunately, as we shipped on time to the address you supplied, we are unable to provide a free replacement for this delivery.

  Under most circumstances, we actually would have offered a free, one-time courtesy exception to this policy but we can see that we already gave you that one-time free shipment courtesy just a few months ago when you were not home for multiple delivery attempts, scheduled a pick-up at a *** facility, and failed to keep that pick-up agreement. Quite frankly, and if we're being honest, we can't afford to keep paying for your mistakes.

  I can see that your remaining shipments have been cancelled and your credit card refunded. We wish you luck in finding a retailer who can better meet your needs.

  Customer response

  02/22/2022

  Complaint: 16771785
  
  I am rejecting this response because: Simply put, I did not receive what I paid for. Both instances of issues (the first one was resolved) were out of my control. I never saw or had the opportunity to see my second shipment (see tacking number 1Z848V38A801527112 where the *** store that verbally agreed to accept my packages returned the shipment). This company has the ability to refund me and pursue actions with *** who returned my packages, whilst I do not. Since this company was so unhelpful and I shared my story, they have threatened me on another website (which I will attach) that "if you want a ****** in personal responsibility.[...] Please let us know if that interests you".  They have my name and my address- and are perfectly willing to insult and imply threats. I am beyond uncomfortable with their actions and deeply upset by their insults and business practices. I will obviously never spend another cent with this company, so their comment of "we can't keep paying for my mistakes" is illogical as I will never order from them again. First of all, I did not make any mistakes- *** did. I have a full time job and two part time jobs and my father just wanted to get me a nice gift. The company offered no assistance to my problem of not being able to sign and *** did so that is why I sent it to the hub that I did. Second of all: the implication that I am trying to scam them for free beer is absurd as I never received the beer. I gain nothing from this complaint as I did not receive the goods; I just lost money. And in turn was called irresponsible and received implied complaints from a company that has my full name and address. 

   

  If this thread is published on the website I seriously caution anyone who doesnt spent their time completely at home or has time off to receive monthly subscriptions to stay away. Unless you enjoy paying for a box you had no ability to receive. 

  
  
  Regards,
  
  *******************

  Business response

  03/02/2022

  Thank you for your response. After reviewing your response our previous decision now stands and we consider this matter closed. Thank you again for taking the time to share your concerns.

  Customer response

  03/02/2022

  Complaint: 16771785
  
  I am rejecting this response because:

  I have been clear about my concerns and mistreatment and still deserve a refund for goods not received 
  
  Regards,
  
  *******************

*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. ↩