You provided the best Customer Service I have ever received and have kept my business!
Written: Mar 22 '11
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First of all, I would like to state for the record that the customer service I received from wine.com was some of the best I have ever received from an online wine store, let alone any other product or service you could obtain online. As it played out, my experience was not without a minor hiccup along the way... I signed up with wine.com after careful consideration and terrible service from a competitor. I placed my first order with them on Sunday, 13 March 2011, requesting a delivery on 21 March 2011 as I was headed out of town for a week and was returning to host a dinner party on the 23rd and wanted to serve some of my order. While away I received notification that my order had been shipped. I returned to Key West on the 20th anticipating my delivery the following day. On 21 March I received an email from wine.com stating a particular vineyard/vintage was temporarily unavailable and that my entire order was being held until a I contacted customer service with another selection or an ageement to wait for the residual to arrive. Quite miffed I contacted customer service and was quite calm, considering I was having company in 2 days and had to contemplate purchasing additional wine locally for the party. The customer service representative listened to my complaint without interruption, noting that is was bad business on their behalf to send me an email stating a problem with shipment not only the day the order was to arrive, but after I had received notice that it has in fact shipped. I agreed to an alternative to the missing vintage, she promptly told me the order was fixed and would ship that day and be delivered to me in Key West, today, 22 March 2011. Unsure of the validity, I did a search for reviews and found numerous comments from other customers about their trials with wine.com and poor customer service. So I decided to write the company (21 March 2011) and inform them of my displeasure. I added that if this was the "status quo" for wine.com, I would like my "Steward-ship" shipping fee refunded and would no longer need this type of service. Today, 22 March 20011, I not only received my order in it's entirety, I received notification in response to my letter and was informed that they recognized their error in sending an email notifying of a delay in shipment on the expected date of delivery. Additionally, the Director of Customer Care, Cat Bohm, sent a personal apology and informed me that my entire "Steward Ship" shipping fee would be refunded in full without any loss of the service provided by it. Very Professional, Very Customer Service oriented! Very appreciated!!!
Recommended:
Yes
What product did you purchase or try to purchase? I tried to purchase an array of different vineyards and vintages.
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About the Author
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