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Business Profile

Wineries

Vivino

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wineries.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My bank account was charged ****** from a company named **************************. It has overdrawn my account. I have never heard of this company before today. I tried to contact them but they have no phone number to call. I used a chat text support which was absolutely ridiculous. They wanted debit card number, email address, etc. They were from a different country and didnt understand some of the things I was trying to say. He refused to provide me with a company address. I have the chat transcript.

  • Initial Complaint

    Date:03/24/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Merchant purposely discriminated against me and Vivino rep **** M refused to acknowledge problem even after extensive online chatting. This is after several days of contacting the company, which has ******* customer service in general. I placed an order (X106LBED) on Wednesday afternoon, and the wine remained in stock until Saturday. I kept reaching out concerning why it wasn't being fulfilled but bc there is almost no way of getting help, nothing happened. Many many orders after mine were fulfilled. I know this because at one point the merchant posted how many bottles there were left (on Saturday). And yet mine was never shipped. Just mine. **************** rep **** M added fuel to the fire by only copy and pasting suggestions that had nothing to do with the issue at hand.

  • Initial Complaint

    Date:12/18/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order ******** I ordered a bottle of champagne and was sent the wrong bottle. I opened a ticket with them but have been told I can just keep what I got at no charge for the difference in cost 4.00 difference. No offer to send what I ordered just that I can keep the incorrect bottle and not pay the extra 4.00. I just want what I ordered but they won’t follow through.

  • Initial Complaint

    Date:10/02/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    On September 26th, I joined Vivino. I then received 2 coupons from them. 50% off your first order and 30% off your order. I proceeded to order wine and attempted to waive the $25 shipping fee by joining Vivino plus which provides free shipping. The monthly fee is $4.95 per month with the first month being $1. Once I added that in, I was permitted to add the discount code for the wine being purchased. I then attempted to pay through my debit card via Apple Pay. Once I made the payment, the coupon code was rejected and my wine order cancelled. However, the membership to Vivino plus was not cancelled and I received confirmation of the membership through an email from them. I proceeded to delete my Vivino membership given they reneged on discounts they offered me directly for joining. I have no way of contacting them directly to remove my Vivino plus membership. The phone number on their website does not work. The chat function tells me to go to an app that does not exist to remove my membership. The issue is not the $1 charge for the first month, but I want to remove my membership from Vivino plus so I do not receive the $4.99 monthly recurring fee for something I no longer need given I am no longer a member.

  • Initial Complaint

    Date:05/25/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Placed on order for wine and somehow they added membership in a "VivinoPlus" wine club that will cost me $5.00 per month. I did not request it. I called immediately and asked them to cancel this membership, and was told I have to go to ****** Play to cancel. I asked to speak to an agent and was told by their chatbot they no longer have phone customer service. Went to ****** Play and was not allowed to cancel this membership. I am not sure of relationship between Vivino/******, but this unrequested subscription is unethical and should be illegal.

  • Initial Complaint

    Date:03/29/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    There is no way to cancel my Vivino Premium account. I am being charged $4.99 a month. I attempted to cancel it in February without success! There is no way to even see the status of my premium account online or in the app. If I were not monitoring my financial accounts, I wouldn't know I had Premium. There is a customer service (haha) bot that provides instructions for cnacelling. But the instructions on the bot are completely unhelpful. They tell you to open the ****** Play app--that doesn't exist--and to go to my profile, then to subscriptions. There is no way to go to profile or subscriptions. When I ask to chat with a live agent, the bot closes. There is no way to talk to a person. I am asking for a refund of charges since my first attempt to cancel in February. That should be about $10.

  • Initial Complaint

    Date:01/30/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    I am writing to file a formal complaint against Vivino regarding Order ID ********, placed on January 10th. My experience with this company has been deeply disappointing, and my attempts to resolve the issues with Vivino directly have been unsuccessful.Here are the details of my complaint:Order and Issue Description: I placed an order for wine on January 10th. Unfortunately, the shipment was damaged during transit, a situation acknowledged by *****, who returned the goods to the shipper.Attempts to Resolve: Following the incident, I have attempted to contact Vivino's customer service for a resolution more than five times over the past two weeks. My communications have sought a clear resolution in the form of a refund or a new shipment of the wine I initially ordered.Lack of Response: Despite my repeated and documented attempts to reach out to their customer service team, I have received no response. There has been no acknowledgment of my situation, nor any effort made to address the issue.This lack of response and resolution is not only against the ethics of good customer service but also leaves me, the customer, in an unfair position without the product I paid for or the refund of my money.I am seeking BBB's assistance in this matter to prompt a response from Vivino. My desired resolution is either:A full refund of the amount paid for the order, or A new shipment of the wine, ensuring that it arrives intact.I trust that the BBB will address this complaint with the seriousness it deserves and help facilitate a fair resolution.Thank you for your attention to this matter.

  • Initial Complaint

    Date:11/24/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    The main issue I have is that I bought 2 bottles of Veuve Cliquot and the sent me 375 ml instead of 750 ml. After I received them I complained and I went back to the site. NOWHERE does it tell you that you are going to get half size bottles. I asked for retribution and received nothing but attitude. I would like two more bottles or a refund on my so called membership. Either one would be satisfactory.

  • Initial Complaint

    Date:10/12/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Looking to resolve the issue of why my account privacy settings were changed by Vivino to not allow me to rank accordingly within the Vivino community. The change goes against terms of use, and is biased and selectively singled out due to favoritism or inappropiate business practices, used among the account administrators for Vivino. I will retract the complaint, as soon as my settings are restored. I thoroughly reviewed Vivino's Terms of Use, Privacy Policy, and Community Guidelines and understand the specific provisions that have been violated. I attempted to contact Vivino but received no response.

  • Initial Complaint

    Date:10/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I purchased a very particular kind of wine and a year that represents my 20th wedding anniversary. ****. Vivino listed such a wine which I added to my cart. Apparently between adding to my cart and the sale they switched to a different wine and year. I believe this is called bait and switch. They sent the wine to the wrong address so I checked my receipt to understand why that happened. Thats when I realized they switched the wine. I called them to let them know that the wine was wrong and the address was wrong. They agreed on the call to send the wine back and that I would get an email about my refund. Well thats not what happened. I got a notice that they were shipping the wine ( the wrong one) from the wrong address to me and that I needed to sign for it. I wrote in again to complain but they said that the wine already shipped so I would have to refuse it. Today I got a notice that the wine was delivered. I was home all day and received no buzz from my intercom nor did I sign for it. Now they are saying since I received the wine there is nothing they can do. What a scam!! I dont have the wine! When they told me I was getting a refund I found the wine somewhere else ( for 100 less by the way) and ordered it. I went back to read their reviews and apparently they have been using this business practice for years. Reviews from 4 years ago state the same complaint as I and making today and they blamed it on issues with their system that they were going to fix. Something must be done to stop these deceptive and unethical business practices. I want a full refund for the wine I bought and never received. Thank you

Vivino is NOT a BBB Accredited Business.

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