Complaint Review: WineChateau.com

I have been a loyal customer for many years--maybe not a high-volume customer, but relied on no one else for wine & liquor shipments. Ordered two bottles of Johnny Walker Blue on Dec 5, 2011 (order #WC248147). Both intended as Christmas presents. Paid by credit card, and full price was charged. Package arrived on Dec. 16--one bottle ok; one bottle cracked from neck to base and empty of liquid. Called customer service immediately to complain and ask for replacement in time for Christmas. Was informed they would send me a return mailer to get them back the ruined bottle for their examination. Having heard nothing by the next day, I emailed them photos proving the bottle was cracked all the way down its length and was empty, though the seal had never been broken nor the cap opened. Was promised a return mail voucher by email by 3 PM Sunday. I sent an email proving that the weight I received matched the sending weight on the package, which revealed that one bottle was empty even before they shipped it to me. Having gotten nothing by Monday, Dec 19, I called again. Was told I didn't need to worry about proving anything; my word was good enough, and a replacement would go out right away--that I'd be getting an email that day or the next from the shipping department verifying shipment.

No bottle, but by Tuesday, Dec. 20 I got the mailing label to return the broken bottle. I wrapped the package immediately as instructed and arranged for package pick-up on Wednesday, Dec. 21 and it should have arrived by the next day (only travelling from Maryland to New Jersey). No response for a whole week, so I called the management offices rather than customer service on Wednesday, Dec. 28. Received an apology for the delay and was told the replacement would go out that day and I would receive it today, Dec. 29. Not only has it not arrived, but I haven't even gotten an email verifying it has shipped.

Their website promises that all shipments are insured and that they take the headache out of online shopping. I have had nothing but headaches for weeks now trying to get them to honor their promise to replace broken bottles.