The worst customer service, I never got my wine.
I was really excited to try the service and give it a chance. But their customer service has been so horrible that I absolutely advise against using this service.
((I want to note that I am in customer service myself, so I understand what type of energy, attention, and work goes into working through customer complaints.))
- I got a notice that my shipment was going to be at least a week late. I was spending some time with some friends whose address I used on the original shipment, and I knew that I wouldn't be there to get the box, given the delay. I gave Customer Service a solid five days of notice of changing the shipping address. The box had not yet been put together, the shipping label had not been made - I gave them a really good heads up to move the address.
- twice I got an email back from customer service saying that the address had been changed on my account. Both times I responded specifying that I wanted the ORDER'S address changed. I made it abundantly clear that I wanted the address changed on the physical order.
- finally someone responded saying they would get me a reroute on my order. This was before the box had physically shipped out. So I thought all was well.
- lo and behold: I got a shipment notification that the old address was still on there. I immediately contacted customer support about the problem. I then got a response from some sort of customer manager who said "sorry about the delay, I feel so bad about this. Yada yada". I thought there was an opportunity for the shipment to be moved to the correct address.
- and guess what? The box arrived at the old address on 6/25. Where I no longer am. So I never got my case of wine. Because I was no longer there! Which I had let them know before the box shipped.
- I then proceeded to email them three more times to tell them about the problem, and to request either a replacement box or a refund. Every single response I've gotten has shown me that not only do their customer service reps NOT read other emails concerning the SAME customer, but they don't even check to see if the box has actually delivered: Every single customer service rep who has responded to my request for a refund has told me that the box is STILL on its way, and that a reroute does not confirm that the box is going to another address. No one directly addressed my concerns, no one even bother to say sorry about the mixup, no one specified that the box had already arrived. Clearly none of their service reps understand how to do their homework and look up the tracking. Clearly none of their service reps do their homework and look to see if a customer who is complaining has already complained!
- I still haven't gotten my case of wine. It's at my friend's address who, by the way, aren't there because they have now left for vacation. So who knows if that box of wine is still even on their porch? It's probably been stolen by now! But do their customer service reps care? Are they doing their homework and trying to help me out? Are they doing their jobs? Nope. They aren't. This is ridiculous. I want my money back.
DO NOT GIVE THIS COMPANY YOUR MONEY.