If customer service is important, think twice about purchasing from wine.com
Written: Dec 15 '03
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As an experienced on-line shopper, I assumed shopping for the wife's birthday would be an easy task on wine.com... Placed an order for the Riedel Vinum Bordeaux Glass (set of 6), signed her up for the "wine of the month club", ordered an extra bottle of Shiraz, and click I thought I was done. Well, that was the only easy part of this. I received the Shiraz very quickly, did not expect to see the "wine of the month" until the following month, and received an email with tracking information for the glasses. The email stated it was shipping FEDEX ground on Dec 8, but provided a UPS tracking number. A stop on the UPS page to track did not provide any results, so I waited a few days to see if the UPS page was updated, and still no tracking.
On Dec 12, I contacted wine.com and after waiting on hold for about 5 minutes, a very pleasant customer service rep came on the line. I explained that I was just looking for good tracking info, she saw the problem, took my name and number and promised to call me right back. "NOT"... I waited about 3 hours, called wine.com back and again got a very nice gentleman to assist me. Same routine, took my name and number and promised to call me right back. "NEVER CALLED"... A few hours later I called again, this the 3rd time that I had called that day for something as simple as tracking information and was still not being assisted. I asked for the supervisor and was informed they were busy, so I again explained the problem, she took my name and number and said the supervisor would call me back.... And of course, NO RETURN PHONE CALL...
3 calls into wine.com, hold times between 5-10 minutes and no return phone calls from the company. Dec 15, I called back in and was placed on hold for over 15 minutes, was routed to the supervisor which gave me some updated info, and found that my package actually never shipped until the 12th (was billed days earlier).
The problem is not that the order did not ship until the 12th, the problem is the company's customer service (or lack of) department. I put in 3 calls in one day, and not a return phone call once from the company. I am not sure if this is just a small organization experiencing growing pains which I was caught up in, or if this is the customer service provided to all customers.
I highly recommend anyone looking at online wine purchases to look at other sources.
Recommended:
No
What product did you purchase or try to purchase? WINE AND WINE ACCESSORIES
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Epinions.com ID:
ran2c4
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Reviews written: 1
Trusted by: 1 member
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