Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business charged my credit card company $82.13 for an order that I did not place in April of 2021. Business had then contacted me numerous times in collecting additional money for a wine club membership that I have never received, wanted or ordered. Business owner then emailed me accusing me of collecting said wine club membership and accused me of having boxes of wine sent to my home, which is totally false as I have never received anything from them nor want too. Business owner continued to send me harassing emails with threats of filling a complaint with the **** and sending me to collections if I did not pay them an addition $160 for something that I never ordered. I wrote back to business owner explaining that I have never dealt with business with them before and that my car was broken into last year and my information was compromised. Business owner never offered to return the $82.13 that was charged to my credit card company, no goods or serviced were ever received to me, sent to me, etc. Business owner then did write me an email saying she did confirm that no goods or services were ever sent to me yet did not offer to refund my money that was I was charged. I have had nothing to do with this company yet, business owner has charged my credit card without an offer to refund as I have received nothing from them and do not want anything from them. I would just like to get my money back and have the business owner ********** leave me alone and stop threatening me over email.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/25) */
  ******** ******* signed up as a wine club member at the green mixed level on April *** **** at ************************************ She chose the free curbside pickup option for her monthly ****** of wines. When new members sign up on our website they are charged monthly via a third party subscription management program called *********. Members have access to their accounts and can update payment information, pause or cancel their memberships at any time. Our policy as stated on our website is that you cancel before the 15th of each month as we pre-purchase wines for all active members each month.
  
  ******** was successfully charged for the month of ***** **** at the time of sign-up (for the period of ***** ** - *** **** We sent her a welcome email on *** ** **** letting her know her ***** ****** was ready for pickup, informing her that her subsequent ******* would be ready on the first Friday of each month (in addition to a 15% discount code and password ** our members only shop).
  
  Her next automatic recurring payment on *** *** **** was declined via ********** When a payment is declined via ********** the customer receives an email notification to update their payment info. The system then attempted additional payments on June 6, June 11, June 16 and June 21. ******** then canceled her membership on **** *** ***** Our team receives notifications of all paused and canceled memberships and our team immediately reached out to ******** the next day (June 22) to let her know about her account balance and that we had her two ******* of wine for said months at the shop for her to pick up.
  
  Having set forth our wine club policy above whereby our members must cancel their plans by the 15th, ******** was in fact delinquent on her payments for the months of May 2021 and June 2021. After having initially emailed ******** on June 22, 2021, we sent a payment reminder to ******** (including a payment link + offer to deliver for free if she wasn't able to pick-up) on July 7, 2021, August 27, 2021 sent another reminder email from my direct email in case previous emails had been going to her spam folder. We emailed again on November 3, 2021. We sent friendly reminders with a payment link for her outstanding balance via ************ (again, in case our emails were going to her spam) on July 7, 2021, November 3, 2021, and November 22, 2021. During the course of these payment reminders and requests over the course of over a year, ******** never once replied or responded in any way.
  
  In our most recent follow-up email to ******** on July 20, 2022 we suggested sending her account to collections and she responded within 4 minutes with extreme hostility, claiming she never signed up in the first place. To be honest, I was surprised to hear from ******** at all. I misspoke in my July 20, 2022 email to ********, stating that we had delivered her last 2 months to her, but it was just that we had offered to do so. I acknowledged that mistake and apologized for it right away and again offered to go ahead and send her the wines on the house. She declined. Again, as a pick-up wine club member, we have no obligation to deliver any wines to her and she is still on the hook to pay. Much to our surprise and dismay, she immediately threatened to make a complaint with the Better Business Bureau and demanded a refund for the one successful charge from May 2021. This was the first we had ever heard of such demand. And here we are today.
  
  If we had any reason to believe over the past year that ********** account was the result of ********** ********* we would have done everything in our power to assist her in resolving this. Even if we assumed fraud did take place, I don't believe the **** an entity ******** to protect ********* from ***** is the appropriate forum to make a claim against our business. We have done nothing wrong. We would assist her in making a claim with her credit card company or with the appropriate legal authorities. But ***** she doesn't seem cooperative and ******* to want to ********* against our small business with the aim of causing harm to our reputation instead of trying to resolve this amicably. We have simply been working in ******* over the past year to collect payment with zero response. She now admits to having received these emails and notifications. We have no desire to continue pursuing her delinquent account and at this point are willing to resolve this matter, but we simply cannot agree it would be fair to reimburse ******** for the requested amount, considering we do not believe she is acting in good faith. We regret the time BBB must spend on this matter and we are hopeful for a fair and just ***********
  
  We have attached documentation that we think may be helpful in the BBB getting a thorough view of the situation. We greatly appreciate your time and efforts. Thank you so much.