Complaints

This profile includes complaints for ABC Fine Wine & Spirits (HQ)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ABC Fine Wine & Spirits (HQ) has 2 locations, listed below.

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  ABC Fine Wine & Spirits (HQ)

  8989 S Orange Ave Orlando, FL 32824-7904

• 

  ABC Fine Wine & Spirits (HQ)

  P O Box 593688 Orlando, FL 32859

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:02/06/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  I place an online order to have it delivered I never received my order. The delivery driver contacted me stating there were no order in the store for me when had placed an order at 1:30pm and have my order confirmation and order receipt. I called the store and was yold there were no orders under my name my order was then cancel at almost 5pm. Ive called customer service Ive emailed customer service and no response. I was charged $52.05 and I need my money back.

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I recently came in an *** to pick up an order I placed online. There was a great deal going on a brand which my wife loves. I go inside to pick up and found out my order was not fulfilled. The associate claimed that usually means it was out of stock. I replied it would have said out of stock online like another brand I was searching for. He called the store leader ****** ******* and she told him that my order was canceled. I told the associate unfortunately I did not receive any cancellation email and money was taking out of my account. I also explained to the associate that I am also in retail (Store manager) and I understand glitches and stuff happens. I will be willing to pay for the bottles again for the price even though I havent received my money back from initial purchase. He called back Ms. ****** and she said she could not honor it even though it was not my fault. I am highly disappointed on the outcome of this trip. I think the fair thing to do is to honor that price. I look forward from hearing from ****** ******* on a solution to this in a timely manner. If not then I will have to contact the BBB for further action. Order #**** *** ***** Reposado Tequila - 1.75 L 290102-32 Brand: *** ***** Store Number: ABC #*** - **** **** $76.99 USD Qty: 2 $153.98 USD Subtotal:$153.98 USD Shipping:$0.00 USD Tax:$10.01 USD Grand total:$163.99 USD Payment method:Credit Card (via Cybersource)Pickup method:#*** (**** **** - Pickup

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I made an online purchase through their Vault program and the bottle was lost. I cannot get a hold of anyone who can either refund my purchase or send me another bottle.

• Initial Complaint

  Date:09/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  I have repeatedly asked them to stop sending me marketing emails but today they decided to WITHOUT my permission to once again send me an unwanted marketing email. I attempted to delete my account but the do not allow for this in their accounts, instead requiring us to call them directly I tired, but they have limited hours and I could not leave a message because, probably due to many others receiving this unwanted soliciitation, their voicemail box is full. I filled our their online contact **** including phone number asking then to delete my account including all contact information and call me to explain why they did what they did.I also request that they stop their practice of automatically signing us up for marketing emails when all we request when we give our membership number is an emailed receipt. I have had to stop using my membership because of this and have not used it in months. Their actions today clearly were unwarranted and extremely poor business decision. I will be shopping elsewhere until this matter is addressed fully and my account is deleted. as a side note I have been since 1991

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I was refused service at ABC fine Wine and liquors on **** ***** ******** ****. in Deland Florida. The woman stopped in the middle of a transaction grab my credit card out of the machine slammed it on the table took the bottle away and said she was refusing my services service because I was rude to her. I said nothing to this woman I don’t even know why she did that. I asked if they could look at the camera. They wouldn’t. I didn’t do anything. I’ve been going there for three years. Then I spoke with the manager Mark, and he did absolutely nothing. He said if she said you were rude and you were rude and I’m refusing you service too and to leave the store. I need to speak to someone I need to file a complaint about this. I think it might have something to do with race but I’m not gonna say that because I’m not sure.

  Business Response

  Date: 03/23/2023

  Thank you for advising us of the actions of our employees during your shopping visit to our store 131 in Deland.  I am forwarding your account to the DM in charge of this store and the area so that she (Kara *******) so that she may conduct an interview with our employee and any witnesses she can find.  Again,  thank you and the BBB for taking the time to keep us advised.

  Customer Answer

  Date: 03/24/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/02/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  I have been a customer of ABC for years. They have a rewards program in which spending a certain amount per year gives gold access. With this access, there is a vault that is released on occasion for special, rare liquors. For the first couple years of my gold access, my account was being stolen somehow and someone else was getting my vault invites. I emailed, called, went to the store, and nobody would do anything about it, even though they could easily look up WHO was stealing it(ID required to pick up vault purchases) and did not even acknowledge that I have spent THOUSANDS of dollars to be denied access. I finally added a new phone line to my plan, created a new account with that number and a new address and transferred my points. My first vault access I received there were website errors, which they acknowledged, but did nothing about. The following invites were all plagued by site crashing, kicking back to main screen, etc. I reached out and they said since I’ve already had invitations there was nothing they could do. The most recent vault had website crashing as well. I have been emailing them since December 12th and have not received a single reply

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My name is ***** ******. I have been trying to contact your office to receive a refund for this order.
  My order information below:
  The order was never fulfilled at my local ABC FWS store. I will like to be refunded the 20.00 I paid. I never received the product.
  Your order number is ***********, placed Jan 13, 2023 at 10:13:59 AM EST.
  You’ll receive a second email when your order is ready for pick up by you or by the delivery driver, whichever was selected at checkout.
  For questions about in-store or curbside pick-up orders, please call the store selected during checkout. For questions about delivery orders, please contact ABC Guest Services by calling ************ or emailing ************************.
  
  
  I have been contacting the company and receiving no response. Called and emailed 5 times still not responding back to me. I will just like to receive the money that is owed back to my account.

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On Monday 12/12/22 the vault (abc rewards program) was opened up to members and was closed almost immediately as the website crashed. ABC attempted to correct this issue by sending out an additional invite to the vault on Wednesday 12/14, However rewards members who were did not receive an invite were allowed to enter the vault prior to invites going out and the vault was once again sold out. I was unable to make a purchase both times, while members who didn't receive an official invite made entry to the site. I've called and left messages multiple times and sent emails to their customer service and have only received a generic response to check my credit card. I never was able to enter the vault, yet I still have both emails. I'm requesting a new invite to purchase something from the vault to make this right.

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Hello, *** has a rewards program that if you spend ***** a year you have access to what is called the vault system. This is a liquor store program that allows access to "allocated bourbon" ie hard to get. I have used their system for 2 years now. The issue that I am having is that when I get an invite for this program, and go to the check out of these rare whiskeys, the site somehow fails. I call to complain and they never make it right. I have had in my cart these products: stagg *** old forester birthday bourbon & today ***************** barrel proof... I believe the company is practicing unethical bait and switch tactics. I basically call them and have tried to get them to do the right thing, but their response is to pound sand. They offer me another random invite to this so called vault system, but over and over again the website"invite fails"... What can be done about this issue as I am also filing a complaint with the ******* **** of consumer affairs.. Thank you for you time, *********************

  Business Response

  Date: 12/19/2022

  Thank you for the ongoing feedback. Our records show you have made at least 6 purchases from the Vault in the last year and we remain confused by your dissatisfaction. Our policy is clear that Gold level members are entitled to at least one invitation to the Vault over a 12-month period, so you are easily outpacing the minimum. We fully appreciate that the incredibly high demand for highly-allocated items on a first come, first-served basis means not every guest can get the exact item they're searching for, however, there is still plenty to choose from in every opening.
  
  We acknowledge the unfortunate circumstances that occurred 12/12/22 when the website servers run by an outside vendor crashed due to enormously high demand. That was entirely out of our control but we regret that it occurred. We apologized for that inconvenience and frustration. To make things as right as possible, everyone invited to that Vault opening was invited back to an opening that occurred two days later on 12/14/22. It appears you found something to purchase then as well.
  
  For more information about the Vault, please see the following FAQs.
  
  *******************************
  
  

  Customer Answer

  Date: 12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  Thank you for responding to the complaint. I will try to explain myself better so that you can understand. As I have explained prior to you customer service department. Every time I have used the vault system there has been a problem, freezing on check out, screen going blank, etc etc. The last vault invite caused this complaint. The vault was open including people that didn't have an invite before I received my email invite. All the highly allocated bottles were already sold out. So I had access to the scraps. The fair thing would have been to cancel all the orders for the people that didn't have an invite and rerun the vault. That Monday I was ready to check out with a ***************** barrel proof product, instead I have a ****** special reserve which can be purchased on the shelf at any **** So hopefully now you can see my fustration, or just call me and I can explain better. Thank you..

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I wanted to share an experience I had with the local store here early last month. I received an email regarding the sale items good through 8/27 and saw an item I was interested in purchasing. It was the Southern Tier 2XFACTOR 12pk that listed for $17.99 as the sale price. My girlfriend was out running errands and stopped by the store to pick up a pack. When she returned I noticed the receipt rang up for $20.99, the regular price. I went back to the store and showed them the email I received and the person there told me that I needed to click the BUY NOW option and when I did the regular price showed up instead of the sales price. I told the person there I did not check that as I had no intention of purchasing online. He said he could not adjust the price to match the sale price and I left unhappy. I called guest services on or about 8/5 and spoke with "Cathy" and explained to whole story to her as well. She said she would see what she could do and call me back. I did not hear from her so I called back and was told her manager would send a $5 gift card for the inconvenience. After about 2 weeks I have called on several occasions to follow up on the status and I received one call where a voice mail was left stating the card had been sent. I logged into my ABC account and noticed my old address was listed. Cathy never verified my address when I spoke with her so I did not know it was my previous address. I had updated that either earlier this year or late last year at the store when the clerk there asked me to verify my info was correct on the POS machine. Not sure why it did not take. The old address is next to where I live now and I personally know the person who lives there and she states nothing has been received for me from ABCFWS. To this date, I have yet to receive the card nor have I gotten a return call after 3 more messages left on the VM for guest services. I know $5 is a minimal amount, but it's the principle here.