- Report: #1119449
Complaint Review: Vinesse American Cellar - Westlake Village California
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Author Not Confirmed
Why?
Vinesse American Cellar
822 Hampshire Rd. Suite E Westlake Village, 91361 California, USA
Web:
www.vinesse.com
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Vinesse American Cellar Ripoff unauthorized credit card charges Westlake Village California
Vinesse American Cellar became a partner with American Airlines in 2012, AA recommending Vinesse.com. We registered through the website to receive 6 bottles of wine 7 times a year. The website has a checkbox (that was checked) to receive an email 5 days before a new shipment of wine will be made. We received the first shipment.
The wine was far misrepresented, low quality and far overpriced. Vinesse marketers called and sent several emails requesting feedback. We offered our opinion on the wine at that time. In August 2013 we relocated from TX to CA, at that time changing our profile on the website, both billing and shipment address being updated.
Dealing with the relocation and the birth of a baby we overlooked two more charges on our credit card for Vinesse shipments, shipments never received by us, while they were sent to our previous address in TX. Those shipments were not received by anyone according with our Vinesse account (an adult is requested for receiving alcohol order). No receipts or invoices were ever sent by mail or email, nor any upfront announcement of a future shipment as the website promise. A third charge was made this month. On January 29, 2014 we called the customer service and inquired on these charges. The customer service representative was rude and aggressive, did not have any answer regarding why these shipments were made without preliminary announcements, what happened with these shipments (returned to Vinesse or accepted by someone with a signature). The phone call dropped several times exactly when we were trying to explain our position.
While being on the phone with the customer service we checked the website that showed our previous address in TX, yet the customer service had the right address for billing in CA.
we asked for a refund, while the merchandise was never received, and per their website policy under Return Policy it is stated "Vinesse cannot be responsible for items returned due to relocation or travel that we do not know about ahead of time. Wines returned as non-deliverable will result in the issuance of a credit voucher for the purchase price, less shipping & handling. Please allow 14 days for all credits." For three charges in a row this was not performed.
Several hours after this conversation the same customer service representative, in an angry voice, left a voicemail stating that we never complaint before for not receiving the shipment and that they will not refund anything, while the order was made through the website.
This practice it is highly unethical and also illegal, while none of the charges on the credit card were authorized. We would like to receive a full refund for the merchandize that was never received, also we would like to file a complaint with the higher management level for Vinesse company, yet there is no email available on their website.
1 Updates & Rebuttals
IoanaB
Fresno,California,
Issue resolved with BBB help
#2Author of original report
Fri, January 31, 2014
After filing the same complaint with BBB, the issue was currently partially solved. We will post an update when the full refund will show on our credit card statement (Between 5-10 days per customer service response).
