Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/05/2024
Type:Product IssuesStatus: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 keeps charging me for a consultant fee even though I never signed a contract. Ive never received anything. Ive even changed my credit card somehow they still charge my new card. *** spoke to them on the phone several times Ive emailed them About this they dont reply and keep charging me this is criminal company should be obsoleteBusiness Response
Date: 02/06/2024
Hello ****************,
We are so very sorry to learn of your frustration's that you have shared regarding your desire to cancel your consultant agreement with Scout & Cellar that we show signed on July 19,2022. Please note, that your cancellation request was received via our support email on yesterday, February 5 at 6:54pmCST. Your cancellation request was processed by 11;30am CST on today, February 6, ****. Our records do indicate that this has been the only written request that we have received to end your consultant relationship with Scout & Cellar, and we worked to process your request within 24 hours of receipt.
We take our commitment to service excellence seriously. In reviewing the financial records associated with your account, we show that we successfully billed and charged you for the following months: August, September, October, and November of 2023, and lastly for February of ****. We have issued a refund for $54.95 to the card on file and should be deposited to your bank with 5 to 7 business days.
Again, we apologize for any inconvenience or issues you may have experienced.
Initial Complaint
Date:08/19/2023
Type:Customer Service IssuesStatus: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.
Back in July 2022, I decided to become a Consultant through Scout & Cellar's program. I paid the initiation fee of $135 to get started. In return, they shipped me and I did receive a Black Pouch that contained tools to be used to conduct wine tasting sessions, wine bottle opener etc...Since paying and accepting to joining their "Family", I've been unable to login to my account and each and every attempt I make to reset my password through the "Forgot Password" link, I receive nothing to reset it through. I've made several attempts to contact their office through their (800) number, email and chatbot and no one cares to pick up or attempt to investigate and come to a reason that my experience was unfair and that I deserve to receive a full refund. I'm more than willing to return their little pouch of trinkets that they so want back at their shipping expense and they refuse to pay for the shipping label.Customer Answer
Date: 08/19/2023
Hello! I was able to resolve the matter with them. Nothing pending. Thank You, ******!Customer Answer
Date: 08/19/2023
Hello! I was able to resolve the matter with them. Nothing pending. Thank You, ******!Customer Answer
Date: 09/09/2023
Hello! I was able to resolve the matter with them. Nothing pending. Thank You, ******!Initial Complaint
Date:08/09/2023
Type:Product IssuesStatus: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 cancelled my membership over the phone on June 16,2022. I was told that I would be refunded the $129.95, I assumed it happened and did not check back. Here we are June 10th, 2022 I am charged again $11.94, and today August 9th I am charged another $10.99. They refuse to help on the chat, and said it can't be handled over the phone. I want my money back.Business Response
Date: 11/07/2023
Hello *******,
Please accept our sincere apology for the delay in acknowledging your BBB complaint. On 8/9/23 you reached out to contact center regarding your monthly fees related to your consultant agreement. Our team processed your request on 8/10/23 and issued you refunds in the following amounts: $10.99, $11.94, and $129.95 to the credit card on file. I am pleased to know that our team was able to assist you with your request to cancel your consultant agreement and issue you a refund within 24 hours of your request. Thank you for allowing us to assist you with your request, and we hope that you will consider Scout & Cellar in the future.
Initial Complaint
Date:07/24/2023
Type:Service or Repair IssuesStatus: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.
Scout and Cellar charged me a consultant fee and I do not work for them. I never worked for them. They have continually asked me to join and I keep saying no. They received my information when I spent ***** on what I thought was a tasting kit to consider joining and what I received was a plastic stopper. I told them I am not all interested to work with a company that is this dishonest. Why would I pay ****** for wines, I have never tasted? I was never refunded the ***** for this stupid plastic stopper and now out of the blue I was hit with a ***** consultant fee? I DONT WORK FOR SCOUT AND CELLAR.Business Response
Date: 11/07/2023
Hello *****************************************************************,
We are very sorry to hear that you experienced difficulties with canceling your consultant agreement. We have received your requested and your agreement with Scout & Cellar has been cancelled. We have requested a refund for a total of $22.83 to be returned to the credit card we have on file. This amount covers a fee paid 7/7/23 in the amount of $11.84 and on 8/9/23 in the amount of $10.99. Thank you for allowing us the opportunity to make it right for you and have a great day!
Customer Answer
Date: 11/13/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:10/18/2022
Type:Product IssuesStatus: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 online order for wine. Order placed 8/13/2022. Order total 680.49. The order was delivered on 8/29. Order number ******** The company website states it has a satisfaction guarantee. 'if you believe you received a defective bottle,..Scout and Cellar will (I) ship to you equal value replacement or provide a refund or credit of the amounts paid.' The wine received was flawed in the sense that it was spoiled due to exposure to high heat. the wine received has warm and I tried several different bottles and all were spoiled. The wine unopened was shipped back to the company. The company provided a refund but only for the cost of the wine. They did not provide a refund for taxes. As the policy state, I expected them to provide a full refund or ship replacements. The company declined to do a replacement or full refund. The amount paid was $690.49 the amount refunded was $562. $118.19 short of the total paid. As for resolution, I would like the company to provide a full refund of the full amount paid.Business Response
Date: 11/07/2023
Greetings **************
We show that you spoke with our agents on 10/17/22 and a refund of $425.70 was issued. On 10/19/22 a refund was also issued in the amount of $118.19 back to the issuing card. We are very sorry for the inconvenience that the delay in issuing the refund for two days may have caused. We are pleased to know that this request for a full refund was completed in October of 2022 to meet your expectations.
Thank you for considering Scout & Cellar and we hope that you will consider us again.
Initial Complaint
Date:07/18/2022
Type:Delivery IssuesStatus: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 am a private consultant for Scout and Cellar's MLM selling their wine. I had a new customer place an order on 6/25/22. The order number is *******. The order shipped two days later and on 6/29/22, UPS damaged the contents, destroyed the entire order and notified the sender. I've never had this happen, so I waited for the order to reship. Around a week later, I emailed their customer service department for an update through an online form and never got a response. On 7/13/22 I was fed up and called. I opted for a call back. After waiting for almost 4 hours for a call back, I called and opted to wait on the line. After an hour, the line told me I called outside business hours (8AM - 6PM CT) and then hung up on me. This was at 4:36PM EST. During my hold I started holding to speak with a rep through live chat on the website. After an hour and a half, I spoke to Shawn. Shawn said he would reprocess and expedite my order. I also told him I wanted a manager to call me back. This was on 7/13. Today is 7/18, nothing has shipped and still no call back. I also got a survey where I gave them a 0 score for customer service. Someone reached out through email and wanted to know more about what I'd been through, so I wrote an email, detailing all of this, that also never got a response. I've run out of hope that I'll be able to reach this company on my own. Please assist!Business Response
Date: 08/18/2022
Consumer Response /* (2000, 6, 2022/07/19) */ The company has reached out to me and resolved the issue. Please close this complaint.Initial Complaint
Date:07/11/2022
Type:Billing IssuesStatus: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.
Went to the wine consultants house on June 17, 2022. Placed an order for wine that night. Was told I would receive an email confirmation and a welcome email within two days. Two days passed and I never received anything. Contacted the merchant (6/20/22), was told my email address was wrong and now I should receive the emails. Again, never received anything, so I contacted the merchant again 6/28/22 and was told my wine should be delivered tomorrow (6/29/22). I never received the wine. I reach out again on 7/6/22 letting them know I never received the wine. Was told that the shipping info says the label has been created and they would reach out to support and let me know if they can get more details and provide an ETA. Never heard back. Reached out again on 7/9/22 indicating I would now have to dispute the charge with my bank because it appeared the shipment was cancelled and no refund was issue nor was I informed the shipment was canceled. Merchant said ok let me know how it goes. There was no care from the merchant to resolve the issue. I don't have a receipt because I never received the confirmation as told.Business Response
Date: 11/07/2023
Hello *******,
We are very sorry to learn of your experience in June of 2022 with a damaged or missing order. We have issued you a full refund in the amount of $75.36 on today back to the issuing credit card with an expiration of 11/26. Please accept our sincere apologies for the inconvenience and delayed response on our part. We hope that you will consider Scout & Cellar in the future and have issued you an additional credit of $30.00 to your Scout & Cellar profile that *** be used in the future should you allow us the opportunity to serve you again.
Customer Answer
Date: 11/08/2023
I have reviewed the business response and accept this resolution.Customer Answer
Date: 11/08/2023
I have reviewed the business response and accept this resolution.Customer Answer
Date: 11/08/2023
I have reviewed the business response and accept this resolution.
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