ComplaintsforScout & Cellar

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 obsolete

  Business response

  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

  08/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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 response

  08/19/2023

  Hello! I was able to resolve the matter with them. Nothing pending. Thank You, ******!

  Customer response

  08/19/2023

  Hello! I was able to resolve the matter with them. Nothing pending. Thank You, ******!

  Customer response

  09/09/2023

  Hello! I was able to resolve the matter with them. Nothing pending. Thank You, ******!

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  11/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  11/08/2023

  I have reviewed the business response and accept this resolution. 

  Customer response

  11/08/2023

  I have reviewed the business response and accept this resolution. 

  Customer response

  11/08/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7-1-21 I paid an annual fee of $129.95 to Scout & Cellar for a consultant website that allows the consultant and customers to purchase wine through. On 8-23-21 I was notified via email that I had not met the $600 personal sales volume for a rolling 12 month period, and my consultant account was at risk for being cancelled. I emailed to state that I did not wish to cancel my account as I had just paid the annual fee to continue as a consultant the month before. They responded by stating that I only needed $45 more in personal volume by 9-10-21 and that "it sounds like it is definitely achievable". On 9-16-21 I reached out to CS due to receiving an email that I was no longer a consultant. Despite being during CS hours, the automated call disconnected. I reached out to their chat service who advised me that there was not much she could do at the moment and stated I could reach out to brand services. Wish for prorated website fee refund due to being cancelled less than two months later.

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/09/21) */ Per the Policies & Procedures consultants agree to prior to signing up, if consultant breach the agreement and the requirements detailed, they are subject to termination. No refunds will be issued at this time. Consultant was notified about account status via email on these dates: 05/09/2021 - Notified about past due renewal fee - given a 30 day grace period to pay fee. 06/08/2021 - Account made inactive and consultant was reminded about $600 commissionable volume (CV) requirement between 06/1/20 thru 05/31/21 and given a 30 day period to meet CV requirement. 06/21/2021 - Notified about account financial hold for past due renewal fee. 06/30/2021 - Renewal fee paid and financial hold lifted and account reactivated. 08/23/2021 - Notified about inactive account due to $600CV requirement not met. Given until 09/10/21 to meet CV requirement. 09/15/2021 - Account terminated due to breach of agreement. Section 11; D & F of Policies & Procedures: d. Cancellation for Inactivity If a Consultant fails to market Scout & Cellar products resulting in at least $600 in commissionable volume of Scout & Cellar product over any twelve-consecutive month period, such Consultant's Consultant Agreement and independent Scout & Cellar business will be cancelled for inactivity. If such a Consultant is also enrolled in a Scout & Cellar monthly wine purchasing program, the Consultant's participation in that programs hall also be cancelled. f. A Consultant whose Consultant Agreement is terminated for any reason will lose all Consultant rights, benefits and privileges. This includes the right to represent such individual as an Independent Scout & Cellar Consultant, to market Scout & Cellar products and services and the right to receive commissions, bonuses, or other income resulting from Consultant's own marketing efforts and the marketing efforts and other activities of the Consultant and the Consultant's former downline organization. There is no whole or partial refund for Business Basics Kits that are not currently marketable or for Back-Office, Replicated Website or renewal fees if a Consultant's Consultant Agreement is cancelled.

*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. ↩