2 Customer Reviews
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Review from Gabriella T
1 star02/04/2023
Mediocre wine with horrible customer service. I have been a member of their monthly wine club subscription for sometime now. My January delivery was mistakenly shipped to a different city to an unknown address. Scout and Cellar was refusing to re-issue me my case of wine, that I had already paid for, until this unknown address returned the mistaken shipment. After numerous calls to customer service, where I was denied my request to speak to a supervisor, I kept getting the same excuse - that it was policy to wait for the accidental case to be returned before it was reshipped. Here's the thing, this was a mistake on Scout and Cellars behalf. It had absolutely nothing to do with me. I've wasted several hours on the phone, on top of being treated very poorly, attempting to explain to them that I should not be held responsible for their company error. I have yet to receive a satisfactory response and have since canceled my wine club membership and will be proceeding with a chargeback. I was eager to support this company because it's women owned, however, the customer service policies are absolutely abysmal. I have no interest doing business with companies that treat their customers this way.Review from Carolyn S
1 star04/02/2022
I was a member and had received club fulfillments in the past, delivered to my home, never a problem. I had an order from 09 March 2022, saying order was out for delivery. They had taken my money from my checking account on 07 March 2022 for $103.18. On 11 March I sent an email to the company to see where the wine was and they said I had given them a wrong address, same address I have had for 8 years and other orders delivered with no problem. It is now 02 April and I have no wine and no refund. I have talked with the consultant and with the company and supposedly they were going to have the wine returned to them on or about 16 March 2022.
Scout & Cellar Response
04/18/2022
Customer had an order process on March 7, 2022. We shipped the order to the same address we had for the last few orders, on March 9, 2022.
When the customer contacted us to let us know they still had not received their order, we reviewed the tracking from FedEx.com. On March 10th, FedEx stated that the address, which again we had shipped the last several orders to, was an incorrect address. At the time the customer contacted us, that is when we were advised there is a Unit number missing from their address.
If their previous FedEx drivers knew which Unit belonged to specific people, they would have delivered the order. But, if there was a new driver, there is a chance the new driver refused to deliver because it was an incomplete address.
We submitted a recall request on this order and were waiting for the order to return to us to refund the customer for the full order.
On March 18th the consultant contacted us advising their customer still had not received a refund.
When we reviewed the tracking with FedEx again on March 18th we noticed that they did not even attempt to recall the order to us. At that time, the Customer Support Manager agreed to go ahead and refund the entire order even without it returning to the warehouse, which is our standard procedure.
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