ComplaintsforBright Cellars

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked with Bright Cellars as an independent contractor and during my contract another company called Full ************** bought the company without any disclosure until just several days ago. Full Glass bought Bright Cellars and is still keeping it as Bright Cellars but now claims they dont owe me the 3400 in a signed formal contract I had signed a month before Bright Cellars was purchased. I fulfilled everything I needed to do and now the owner of Full Glass said legally he doesnt owe me anything and in good conscience is offering to pay 25cents to every dollar owed. The owner ************************* is also a lawyer in ******** and was lying to me about the debts via email when saying he doesnt owe anything.

  Business response

  05/02/2024

  We see that the associate with email address ****************** has already been in contact with a member of our executive team regarding a disputed debt and an attempt to resolve this matter has been offered. Associate with email address ******************, is welcome to continue communicating with our executive team, if they are unhappy with the resolution provided.
  

   

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I thought I had bought one round of wine but the company saved payment details and signed me up for a subscription. Navigation of the order was intentionally confusing to make sure that I did not catch that it was a subscription. I would like to return the wine received.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I ordered a bundle package of wine as a guest user on their website for a ****** purchase. 1 month later (today) at 5:00AM, I received a receipt for ANOTHER bundled wine package had shipped today, which I was unable to cancel (15 minutes after receiving the email).I then had to create an account in order to cancel a subscription for an account that didn't exist and a Subscription I didn't sign up for. Just now, I received an email, saying they aren't able to cancel my order as it's already been processed. This is unacceptable.I'd like a refund as I never ordered this package.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We received a gift card for Bright Cellars for Christmas. When using this gift card, we checked out as a guest and selected an option that said that Bright Cellars would not store our payment or mailing information after this order. Last weekend, we were notified that an additional order had been placed and that a subscription that we did not opt in to had been renewed. This order was not sent to us prior to trying to take payment and was processed without our knowledge. We only knew that the payment was processed when we received a receipt email. Upon trying to cancel the order ahead of it being processed, the company claimed that their terms and conditions stated that they do not provide refunds. Given that we did not provide permission to store our payment information and that we checked out as a guest, we feel that we have been forced into buying this second box. We did not sign up for a membership or a subscription.

  Business response

  02/12/2024

  Hi **** and ******** - 

  We sincerely apologize for your experience and want to make it right. Someone on the Customer Experience team will issue your refund for $150.00.

  Our apologies and thanks for reaching out.

  Best,

  Bright Cellars

  Customer response

  02/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was charged $172.80 for my order #******. I purchased a subscription which was misleadingly described as 1 bottle of wine per month in December 2023. When I saw that 12 bottles were included in the first shipment, I assumed they chose to send all bottles for the year at once. However, I was not notified ahead of time about a second shipment and suddenly received a charge for a second shipment on 1/21/24. I immediately cancelled the order which had not yet shipped, cancelled the subscription, attempted to call customer service which was closed due to weekday hours, and sent multiple emails to cancel the order and explain the situation. I called multiple times today, 1/22, to cancel the order and was not given the opportunity to even speak to a customer service representative. I left a voicemail with a return phone number and received no response despite making 8 calls. I received an email response from customer service denying my cancellation request. Because I immediately cancelled the order prior to shipping, cancelled my subscription, and contacted customer service through multiple avenues, I believe I should be eligible for a refund due to the unclear terms of the subscription, lack of advanced notice about a second order, and lack of response on this business part.I have attached a screenshot of the email with my cancellation request but want to note that my cancellation was made at 8am EST on 1/21/24.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order number *******, ***** tracking number ************ [Unable to locate subscription and account. Unable to cancel subscription after order has been delivered]I ordered a shipment of wine on February 10, 2023 from Bright Cellars. I have received multiple emails following up on the order. On the emails there is a "View my Wine" button. Selecting it directs me to my account with a list of wine to view, ability to track my order and cancel my subscription if needed. Once I received my order, I noticed one of the wine profile cards is missing. I went back to an email to go view my wines again, but now it asks me to create an account. I thought this was strange, so I selected the option to "recreate my account", but once completed, there was no information available on my subscription or the order I had completed. I went to my order confirmation email and selected the link attached to the order number and it leads to a 404 message. I am very concerned as the order says this is a monthly subscription based shipment, and I have no access or control of the account that I placed this order with. This was a special offer that cut $55 off the original price of the subscription for the first order. The next order will cost me $103 with tax and shipping. Today, I tried to call their number but it goes straight to a voicemail that says they no longer take phone calls at this time, and instead email them. I then submitted an emailed through their website's contact page, with details of the problem with my order and inability to control or cancel my subscription. I received an automated reply that it will be dealt with in a timely manner. I have little confidence that this will happen as the sequential errors and strange behaviors lead me to believe there is bad business behavior. I want this dealt with quickly and my subscription canceled, as it says I will be charged again on March 10, 2023. The reviews on BBB say that they like to stall and make it difficult to cancel.

  Business response

  02/17/2023

  Currently Bright Cellars is undergoing a transition period as we move over to a brand new website with Shopify.  Because of this transition our website and phones were down for a short period of time.  In that time, the member could have responded to any of the emails they received, or contacted us by emailing ******************************** and we could have addressed his issue within 48 hours which would still be within a reasonable timeframe of canceling the account before their March re-bill. 

  We have zero correspondence from this member about any issues regarding shipment, or website access and we do regret that they felt the need to go to these lengths to get their subscription canceled. The email they attached and labeled as correspondence was an automated order receipt that is sent whenever someone makes a purchase on our website, it does not reflect the member reaching out to us to report any issues with the website or their shipment. 

  The subscription has been canceled and all information will be permanently deleted once we have finished transitioning all of our information to our new system.

  Customer response

  02/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a wine box in *** and sent an email to have the wines changed because I didnt like dry wines. They let me know that most of their wines arent sweet and I ended up calling to ask which would be the sweetest etc. the girl was helpful and I gave the other wines that werent my tastes as gifts. I asked to cancel my subscription considering none of the wines were for my preferences. Everything seemed to go fine and I went along with my day, however; it is now august 16th and I received not only a new wine box I didnt order but I was charged twice for $109.16 totaling in $218.32. I have sent an email to let them know of this but was told for my first ever order that since I received the box I cant get refunds or return items. But I did not order these considering Im now randomly receiving these in the middle of the month and two no less! Id like to be refunded my money and I will return these boxes that are unopened.

  Business response

  08/17/2022

  After looking over the member's account there was not only an oversight on our part but also a bug in our system that processed a 2nd unwanted order.  An explanation was offered via voicemail and follow up email and full refunds for both orders have been issued. 

  Customer response

  08/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my membership to Bright Cellars ********* in January but they keep charging me $119.84 every month. When I call they say ther will refund the money to my card but they do not.

  Business response

  05/19/2022

  Hello, 

   

  I see that you called in and spoke to a concierge on March 21st at 7:29pm. Prior to this, there was no interaction with the email or phone number that is on your account.

  Your account was canceled and refunded in full the same day that you called. 

  There have been no other charges since that date where you called to cancel your account. 

  Further, I confirmed with our payment processing system that the refund is processed and complete. If you have not received that refund, you should speak to your bank directly. 

   

  Thanks, 

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 10, I was incentivized by the American Airlines eShopping portal, run by Cartera (hereinafter "AA-Cartera"), to join the Bright Cellars wine subscription service. Bright Cellars, in conjunction with AA-Cartera, offered an inducement of ***** American Airlines miles on a first time new wine club subscription. I placed Order Number *******, based on this inducement, and fulfilled the terms and conditions required by Bright Cellars, in conjunction with AA-Cartera. The full terms and conditions of the inducement offered by Bright Cellars and AA-Cartera is reproduced below:Please note these ******************* Eligible only on first time wine club new memberships. $50 new customer credit cannot be applied to gift cards. Members who have active subscriptions or who have previously subscribed are not eligible. Brand Shop purchases are not eligible. Not eligible on any free products, trials, services. Not eligible on purchases made with coupon or discount codes that are not found on this site. Not eligible on gift cards, gift certificates or any other similar cash equivalents.I am a first time Bright Cellars subscriber, did not purchase from the Brand Shop, did not purchase gift cards or free products, trials, or services, nor did I use a promotional or coupon code when placing my order. Neither AA-Cartera nor Bright Cellars has offered an acceptable resolution of the ***** promotional mile inducement promised to me as consideration for my first time purchase. If these miles were not offered, I would not have subscribed. Both AA-Cartera and Bright Cellars are refusing to address this matter in an acceptable and expeditious manner. AA-Cartera states that my claim for a correction of missing miles is being denied by Bright Cellars and, of course, Bright Cellars claims that resolution must come from AA-Cartera.

  Business response

  05/19/2022

  Hello, 

   

  I have spoken to our marketing team who has confirmed we marked this order as approved back in early March and sent to Carta as they are the party who is responsible for processing the ** miles. We have absolutely no access to your personal ** account to be able to add or modify anything. 

   

  We reached out to our representatives from Carta again to ask them to review this asap and provide a resolution. 

   

  Thank you, 

  Customer response

  05/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  11/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had reached out to Bright Cellars customer service on October 25th to 1. stop payment and shipment on an upcoming order (an order that I was not aware of until I received a notification about it on the 25th) and 2. to delete my account. I received a response on the 27th that did not address the upcoming shipment and that asked me if I was really sure I wanted to delete my account. I replied on the 29th that I really just wanted to delete my account and to not be charged for or receive the upcoming shipment. I received no response after that from customer service. Instead, I received an order confirmation on Nov 1st and a shipment notification on Nov 3rd. On the 1st, when I received the order confirmation e-mail, I submitted a new support ticket and also replied to the ticket I had opened on the 25th. In both, I requested that I be refunded for the November order and that shipment please stop, and again asked that my account be deleted. I have yet to hear back from customer service. I was charged $98.

  Business response

  11/11/2021

  Thanks for taking the time to provide this feedback! As a new and growing company we really appreciate any insight on how we can improve our experience for our members. 
  

  
  

  To start, I want to apologize for any frustration that this has caused you. I researched your situation and I see that you were completely right and this was a mistake on our end. I can confirm though that the November 1st order was fully refunded and for you and your account has been cancelled as well. 

  
  

  Going forward, please know we'll take extra care in ensuring no additional charges occur during the cancellation process, as we want all sides of our members' experience to be as seamless as possible.

  Business response

  11/11/2021

  Thanks for taking the time to provide this feedback! As a new and growing company we really appreciate any insight on how we can improve our experience for our members. 
  

  
  

  To start, I want to apologize for any frustration that this has caused you. I researched your situation and I see that you were completely right and this was a mistake on our end. I can confirm though that the November 1st order was fully refunded and for you and your account has been cancelled as well. 

  
  

  Going forward, please know we'll take extra care in ensuring no additional charges occur during the cancellation process, as we want all sides of our members' experience to be as seamless as possible.

  Business response

  11/11/2021

  Thanks for taking the time to provide this feedback! As a new and growing company we really appreciate any insight on how we can improve our experience for our members. 
  

  
  

  To start, I want to apologize for any frustration that this has caused you. I researched your situation and I see that you were completely right and this was a mistake on our end. I can confirm though that the November 1st order was fully refunded and for you and your account has been cancelled as well. 

  
  

  Going forward, please know we'll take extra care in ensuring no additional charges occur during the cancellation process, as we want all sides of our members' experience to be as seamless as possible.

*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. ↩