"I wont go through all the gorey details, it will just raise my blood pressure again. Shipped wrong items, made multiple promises to correct, never did. Worst experience I have ever had ordering online. Why cant I give them zero stars?"

"I have opened a BBB complaint against WineStuff, as apparently they have no intention of refunding me the money they owe. Horrible company, and no wonder they have an "F" as far as the BBB is concerned.

My story:

I ordered 2 wineglasses on December 14th, 2012 to be shipped to Austin, TX (I live in Georgia and would not be able to make it home for Christmas this year) as presents for my brother and sister-in-law. The pending charge of $59.99 immediately appeared on my debit card, but later disappeared and was never processed. When I checked my order status, it would just say "Processing". On December 12st, 2012 I emailed their customer support asking what was going on with my order and when it would ship. I recieved a garbled response: "Hello,

i do apologize for the inconvenience, I see that these items have been out of stock, I am sorry you was not notify, about this issue, Maybe we can exchange it for a different item that are in stock,"

The next morning I replied with "Please just cancel the order. I will find a replacement elsewhere."

I never heard back. Looking back, I should have pressed for a response to make sure my cancel order request had been recieved and the order was no longer in the system.

On January 8th, I recieved a notification from my bank that my account was overdrawn. I keep very close tabs on my account and never overdraw it. Upon looking at my history, I saw a charge for $59.99 from WineStuff. That, plus the later charges racked up $140 in overdraft fees. I called customer support demanding why my account was charged.

They had never canceled the order. My order STILL said "Processing" on the page, but had shipped a week earlier. I was told that I could ship the package back and recieve a refund (naturally paying for shipping myself). I informed the representative that the package was not coming to me, but instead going to a family member in Texas, and I was in Georgia. I was told that I could print a label out to return the package then. I reiterated that the package was being delivered OVER 1,000 MILES away and there was NO way I could physically handle the return, or get a shipping label to my family. I was told I would recieve a call back.

Amazingly they did call back and said that my family member should refuse the package and it would immediately be sent back, and that my refund would be processed "immediately" and I should have my money back "soon". When informed that my family member was not at home, and the package left on the doorstep, the representative again said I would get a call back.

I never did.

I informed my family member that they needed to NOT open the package and refuse it. They wrote "REFUSE PACKAGE RETURN TO SENDER" on the box, and notified UPS, who came to pick it up the very next day (Wednesday, January 9th). I called WineStuff informing them of the return and was told that my refund would be processed "Once the package shows up in the UPS system as being on its way back." Thinking that was reasonable, I waited.

Friday, January 11th showed the package on it's way and having passed through Mesquite, TX. I called and informed WineStuff, who told me I would be recieving a call from a supervisor. Incredibly I did, and he told me he needed to "doublecheck" it was on its way and I would be recieving an email "later that day" about my refund and it would be processed "immediately".

No email was recieved. No refund given.

I called on Tuesday, January 15th wanting an update. I was told now that while the package was "obviously" on its way back, they would need to wait for it to arrive, but that they would start processing my refund now so it would be ready to go when it arrived. I should have my money back "by the end of the week."

I did not.

UPS showed the package arrived and was signed for on January 16th.

Friday, January 18th I called and was told it did arrive, and they would "start" processing my refund "right away". And that it would take "up to 10 business days" for it to process.

So at that point I had been told:

Immediately
By the end of the week (By January 11th)
By the end of the day.
In 2-3 days (By January 11th)
And then, "10 business days"

I have called today (Wednesday, January 23rd). The response was that they had "submitted the request" but no word on if it had even been recieved, processing, or where in limbo MY money was. I was told the "10 business days" line.

Funny how they can be "processing" TAKING my money within seconds of my order being placed. But after 2 weeks, giving my money back is still not even being "processed".

I informed the representative that I will be calling back every day for updates until the money is in my account. Hopefully getting a letter from the BBB will help.

AVOID THIS COMPANY AT ALL COSTS!"

"I will echo the extreme dissatisfaction with this merchant. I placed a $400 Christmas gift order with Winestuff on 12/18/2012 and heard absolutely nothing from them thereafter. I called and spoke with customer service on 12/20/2012 and was assured my order was being processed and shipped in time for Christmas delivery, particularly because I live less than 20 miles from their warehouse. Christmas came and went with no order confirmation and no phone call or status update. Stacking on the misery, I couldn't reach them by phone as Winestuff closes for multiple days around the Christmas holiday (which all of you holiday shoppers should be aware of...). Contacted customer service on 1/9/2013 and asked to receive a call from management to express my frustration--was advised I would receive a call back. I received no return call, so called again today (1/10/2013) to cancel my large order. Management took my call and blamed my issues on "an order lost in the warehouse" and a customer service person who has since been fired. No apology, and no financial accommodation. In short: my worst customer service experience online, with no remorse from this merchant. I strongly urge anyone reading this review to take their business elsewhere..."

"And I thought I was alone... After reading the reviews I can only say that I concur with them. I ordered a professional Le Creuset Waiter's knife as a Christmas gift and it was bent! Have you ever tried opening a wine bottle with a bent screw driver. Anyhow it was damaged before even being sent and now I have to pay for the return postage and hope that I will get the full refund. Based on the comments below I can only hope..."

"When my order had still not been shipped more than 14 business days after i ordered it, I called and cancelled the order. Within a week of cancelling, I received the order and had to get a return label to send it back. I still have not been credited and today recieved a duplicate shipment, which was also charged again to me. They are only on East Coast time so customer service is limited access - plus they don't do what they say they will. I wish I had read some of their reviews before I made the mistake of ordering from them. BEWARE!"

"Like the others, I took a chance on this company (didn't see these reviews) and am now totally aggravated! They charged my credit card immediately for a wine rack and now, 2 weeks later it hasn't even shipped. (Is this a shell company with no inventory??) The order does not even come up on the website via order number. Customer support is not responsive. I will have go through the hassle of contacting my bank to reverse the charges. Stay away from this operation!!!!!!!!!!!!! "

"DO NOT ORDER FROM THIS TERRIBLE COMPANY!! I ordered a set of Ravenscroft glasses to be engraved and delivered as a gift. They arrived to the recipients after taking the longer amount of time, supposedly to be engraved, and then we found out from our friends that they had not been engraved. When I called the company to find out how they were going to remedy this situation, their answer was to refund the engraving fee. That's it. No apology, no shipping out a correctly engraved set of glasses, just the refunding of the engraving fee. So we ended up gifting a set of plain glasses that I could've gotten at a much better price elsewhere. I should've read the Yelp reviews before ordering, but must admit I'm not accustomed to Yelp reviews of online merchants. Lesson learned. Bottom line: if you need something done right, don't rely on http://winestuff.com. It's not worth the hassle. Terrible company that doesn't stand behind its products or service."

"I am so upset, I didn't read reviews before placing a order with this company.I am very displeased with my service. I initially ordered a 6 bottle dispenser. My receipt stated a 5-8 day delivery. On the 7th day I tried tracking my order but could not find the order, so I called into customer service, only to be told that my order hadn't let because it was on back order. This is was my first disappointment because no one contacted me to let me know this, so had I not called I would still be waiting for a delivery. The CSR informs me that since they did not have the 6 bottle dispenser they would go ahead and send me two of the 4 bottle dispensers. I received my order, in which they only sent 1 of the 4 bottle dispensers. I contact customer service again to let them know that I didn't receive 2 of the 4 bottle dispensers and I also didn't like the design of the handle for the 4 bottle dispenser in comparison to the 6 bottle dispenser. I told the CSR sherry, that I would like to know when the 6 bottle dispenser would be available, or they could have this 4 bottle dispenser back and refund my $70, she told me should check and call me right back. I hadn't received a call after 2 hours so I called back just to be told that she doesn't know when the 6 shooter would be available and that they would send out the 2nd 4 bottle dispenser. I told her I didn't want the 4 bottle dispensers they could have them back and refund my money. Sherry then informs me that I would have to pay to ship the item back. No way would I pay for a item to get refunded that I didn't even initially order and that the company screwed up. The order shouldn't have been allowed to be made if the product was out of stock, and someone should have contact me, the customer, once they realize that the product was on back order. I've never been disappointed to the point where I had to complain or write a bad review but this is unacceptable. Needless to say it is now two weeks later and I still have no bottle dispenser and no telling when I will receive my refund. Very unprofessional company. "

"I placed an order on their website for glasses with engraving. About a week later, I received an email saying that engraving was not available for that item (even though the website allowed me to order the item with engraving). I promptly sent an email asking them to cancel the order as I didn't want the item without engraving. I got an email back saying the non-engraved items were sent out in the mail already. Then I got a charge on my credit card for the engraved item (engraving cost more than the actual items). Tracking # on the item was then sent to me the next day showing that the item didn't leave their warehouse until the next day. I then called them to get refund for at least the engraving and was told it would take 3 weeks to process the refund. The customer service rep, Sherry, was snotty and unhelpful."

"I had an issue where the USPS claimed I "refused delivery" and package was sent back to sender (WInestuff).

I called them, got someone almost immediately, gave them my order #, and they resent package the next day UPS rush.

ALl in all they were prompt, courteous, and remedied the situation - I was worried about the 1 star reviews but it couldn't have been a more pleasant experience."

"Like others have said, I should have read reviews online. Without a doubt the worst customer service I have ever received. I ordered something from their website as a gift for a friend. My girlfriend ordered the same gift from a different website the day before without telling me. The other item seemed to be a better deal, so we filled out the return form from their website, and sent it back. All of that, was my bad.

Everything from there on out, was horrible. I hadn't seen a notice of it being returned on my credit card a few weeks after. I called and checked up on it, the girl told me it was just because they were busy around Christmas time...totally understandable! She assured me they were working on it, I understood! Waited another couple weeks, called again. Got the exact same answer...at this point, I started to feel like they were just trying to give me an answer, shut me up, and move on. But, gave them another week or so.

Called again. The girl said that I must of filled out the return slip incorrectly, and what probably happened was they got it back, couldn't figure out who's it was...so they just put it back on their shelves and forgot about it. The fact that a company would do it, is insane. What's crazier, is TELLING that to a customer. IF the return sheet was filled out incorrectly, they could have easily just got my information from the UPS package it was shipped it, and looked it up. Here is the email she sent me, copied and pasted:

Good Morning Eric,


I appreciate your patience through out this matter. Can you please advise if you had the Return/Exchange form filled out properly?

Because as of now, we do not have any paper work in the front office stating we have received anything back from you.

Sometimes, customers forget to include the Return form and just place the item back in packaging w/ a label, if that were case the item was simply put back in inventory without any knowledge of who had returned it.

Customer Service

~ Ilana

www.winestuff.com

Mon-Fri 9am-5pm Est

1-***-***-****

At this point, I was furious. I called and FINALLY got through to another gentleman who heard me out, and promptly processed the return. I wish I could think of his name because he was great. But in a weird way, it made me more upset. Why had something that COULD have been handled so simply dragged out for over a month. I never complain, or write bad reviews. I am NOT that guy. I worked in customer service for a very long time, and I understand it's tough. With that said, this woman (and company) need to SERIOUSLY rethink how they do business. After going online and reading numerous bad reviews, I was kicking myself for not doing that at the beginning. Worst service I've ever received...no doubt."

"I should have checked the reviews. I purchased a corkscrew from Winestuff on 2/27 and received it about a week later. The corkscrew wasn't defective but instead a poorly made piece of junk. I returned the corkscrew to Winestuff and followed up and reminded them of credit due only to be told " the credit is being issued today". "Today " came and went more than once before a PARTIAL credit was issued. It appears they advertise "free" shipping on the order but deduct the "free shipping" from the refund...I guess it wasn't free in the first place. Deceptive advertising???"

"HORRIBLE customer service. Bought an electric wine opener tht was defective. Returned it at my expense and they sent a second defective model. The lady who answered the customer service line told me that this was my problem and to call metrokane. Ridiculous. This company took the money and don't stand by what they sell. DON'T SHOP WITH THIS DISHONEST COMPANY"

"Terrible business practices. I ordered several corkscrews, but one of the models was backordered. No communication whatsoever (unless I wrote them) about the status. Yet, they still charged my credit card even though it was not shipped. Per FTC regulations, I should have been informed by them that the order was delayed and given an opportunity to cancel. None of this happened.
Anyway, I waited and finally received the order about 6 weeks after I ordered it. After a few more weeks, I noticed that the hinge was getting very loose and would flop down when opening a bottle. I wrote to ask for a replacement, but they said it was more than 30 days after I ordered it. I didn't receive until more than 30 days after the order, so by their logic, I would never be able to return this. Even so, their website says it will still exchange after 30 days. They refused and referred me to the manufacturer as they said in their email, "You may gladly contact the manufacturer and
I am sure they will be able to further assist you. The manufacturer is TRUE
located in WA or CA I cannot remember which, thank you!"
They didn't give me a full or correct name and didn't know the location. Unbelievable! How do they place orders with them?
Anyway, they clearly give the impression that they want nothing to do with you after you place your order. Very poor customer service."

"I really hate to add to their bad reviews, it appears others are experiencing problems as well. Perhaps they are overwhelmed I thought. They could learn from their customers.- They need some help on how to appropriately handle customer complaints. Sometimes its easier to give away a small shipping fee. Going on the defense when a customer calls is not a good way to start off a call. I had to prove to them that somewhere they messed up on a zip code. while the entire time their website advertises free shipping on orders over $25.00 I ordered close to $300.

The manager or someone representing WineStuff called after I wrote this review to ask if I could take it down and to give me my new UPS number. I was considering it, but I felt defensiveness and gruffness from the manager/gentleman during the call, which his frustration with the situation.

Simple way I have always thought about it was, treat your customer like your grandma walked in the room. :)"