Complaints

This profile includes complaints for WSJwine's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WSJwine

  PO Box 8611 Port St Lucie, FL 34985-8611

• 

  WSJwine

  300 S 13th St Waco, TX 76701-1819

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:01/22/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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,I have been receiving invoices in the amount of $209.42, which was paid back in July of 2023 (screenshot of payment from Navy ******************** attached), repeatedly over the past few months. I have called their customer service number multiple times and submitted the screenshot of the payment posting to my **** card per ****************** Wine Club's request and they continue to send me invoices and provide generic email responses that do not address the matter. They are now threatening me with collections because they cannot resolve the billing error on their end. Any assistance you folks can provide would be greatly appreciated before they damage my credit rating due to their incompetence, laziness, or some combination thereof. Regards,***************************

  Business Response

  Date: 01/25/2024

  Hi *****, thanks for reaching out!

  We apologize for any confusion - We have made several attempts in the last week to reach you by phone but have thus far been unsuccessful.

  After researching your account, this is what we see:

  You did send in a statement showing a payment made in July 2023. This payment was for your Summer ******* shipment, order SO002255188, which was delivered and signed for on July 17th, 2023.

  For our best customers, we do send out wine club orders without payment if the payment on file is expired or declined, so that you won't have to miss out on your regular quarterly selection. This happened for your regular quarterly wine club shipment, order SO002345287, which shipped and was delivered and signed for on June 30th, 2023, and is the source of the balance due. We apologize that this was not adequately communicated, and are prepared to offer a $40 discount on the balance due as a goodwill gesture for the inconvenience.

  Please contact us to confirm how you would like to proceed.

   

   

   

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  One point to note, WSJ Wine did not try to contact me "repeatedly" by phone.  Unless repeatedly means once on Friday January, 19th by a gentleman named ***** with a *******, ** phone number who left a voicemail with no direct return number then sure.  That said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please send me the updated invoice with the $40 discount so I can be rid of this absurdity.  Thank you BBB for the timely assistance in resolving this unnecessarily frustrating matter!
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/13/2024

  Hello,

  I received another invoice in the mail today--again threatening collections--for the same amount WSJ Wine agreed to reduce by $40 if I'm not mistaken.  I wasn't fully satisfied with their billing explanation in previous correspondence through the BBB, let alone the contradictory information from their customer service ****** but I would like to resolve this matter already with some sort of concession from them.  I greatly appreciate all of the BBB's assistance.

  Regards,

  ***************************
  

  Customer Answer

  Date: 02/15/2024

  Hello,

  I received another invoice in the mail today--again threatening collections--for the same amount WSJ Wine agreed to reduce by $40 if I'm not mistaken.  I wasn't fully satisfied with their billing explanation in previous correspondence through the BBB, let alone the contradictory information from their customer service ****** but I would like to resolve this matter already with some sort of concession from them.  I greatly appreciate all of the BBB's assistance.

  Regards,

  ***************************

• Initial Complaint

  Date:01/19/2024

  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.

  Member of club, enjoyed it. BUT, we canceled an order, yet fed ex still delivered without signature. Contacted WSJ wine for them to arrange a pickup, numerous contacts by **, no pickups on WSJ wine was initiated.We sent a return receipt letter, no one has signed for it, 3 weeks later. Not sure if this company is still legit.This company has not, will not reply to our calls and emails or letter.We filed a dispute with our credit card, money was reimbursed to us; however, we do not want the wine as we did not pay for it.My wife wants the wine out of the house. WSJ, please contact us!

  Business Response

  Date: 01/22/2024

  Hi ****, thanks for reaching out!

  We apologize for any inconvenience - our PO Box address has recently changed, and postal forwarding may have delayed or prevented the delivery of your letter to the appropriate post office location.

  Upon review of your account, we have accepted liability for the disputed charge and can confirm that a full refund was granted via the dispute process. We do not require the shipment to be returned, nor will you be billed for it at any time - the wine is yours to keep, give away, or dispose of as you wish. We are sorry that this has not been adequately communicated, and we hope this helps!

  Customer Answer

  Date: 01/22/2024

   
  Better Business Bureau:
  Finally, a reply from WSJ wine. We appreciate them for giving us closure to our complaint.

  
  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:01/07/2024

  Type:Sales and Advertising 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.

  I made a purchase on December 2nd for @***** the merchandise delivered to the wrong address. I email the company and updated my address and call them, they still delivered the item to the wrong address and email me two days later telling me my membership was cancelled but never refunded me the %***** back to my PayPal account. I'm asking you for a help to get a full refund of $***** back to my papal account Thank you for all your help *******************************

  Business Response

  Date: 01/09/2024

  Thank you for reaching out!

  After reviewing the account, we can see that this shipment was indeed returned. As you have disputed the charge with ****** and have been refunded in full by Paypal via that dispute process, we are unable to issue any additional refund, however, we have confirmed the return and ensured that the account shows no outstanding balance due to the dispute. We sincerely apologize for the delay and encourage you to contact us if there are any remaining issues.

• Initial Complaint

  Date:12/13/2023

  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 ordered the wine advent calander from this company Xmas 2020. I have not ordered anything from them since. On October 25th, I received a box at my door with a delivery man requesting my signature. There was no writings on the box. I signed for it and the man left. Once I opened the box I saw it was the 24 bottles of wine in an advent calander. I checked my chase account and saw that I was being charged $137.44. I immediately informed the bank (chase).One month later, I was informed from chase that I had to pay the merchant. I called ***** again to explain that I had never made the purchase and wanted them to pursue the investigation. I DID NOT BUY THIS ITEM.***** suggested before I proceed I should call the company myself, which I did. I was informed that I DO NOT have a subscription with them. After being on the phone over 45 minutes, I was first told to return the box with the wine. They initially told me to return the wine and would send me a label. Then, after being on hold again, I was told to keep the wine and I would not be charged. The charge remains on my account. I have again informed the bank. I also received a letter from the company requesting payment. What I find most interesting, is I had a new credit card number that this fraudulent company had to use in order to make the payment. How can this happen?What are you to do to prove that this purchase was never made?Because I ordered from them 3 Christmas ago?

  Business Response

  Date: 12/28/2023

  Hi *******, thanks for raising this!

  According to our records, a pre-order reservation in the amount of $25.00 was placed in September 2023 using the card that was charged. The charge for $137.44 was the remaining balance for that pre-order. We apologize for the misunderstanding.

  We have confirmed that the credit card dispute was withdrawn. Since the previous dispute prevents us from issuing the refund directly to your card, we have issued a check refund in the amount of $137.44 to be mailed to your billing address on file (***************************************************** 1094, *******, ******* (**) *****), as well as a refund of $25.00 for the initial deposit. These will be combined, so you should receive one check for a total refund of $162.44.

  Please let us know if there are any additional issues or if you need to update the address to which the check should be mailed.

  Customer Answer

  Date: 12/28/2023

   
  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:12/04/2023

  Type:Service or Repair 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.

  WSJ ********* sends a regular delivery of one case of wine (12 bottles) every three months and two optional holiday cases. The holiday cases are sent automatically unless you call them by phone and cancel the order. The regular cases may be changed online. I attempted to contact WSJWine to cancel a holiday case and was unable to get through: On Friday, November 17th I spent 45 minutes on hold, but was charged $207.89 for the case I was trying to cancel. On Saturday, November 18th and Sunday, November 19th I spent a total of 112 minutes on hold. I attempted additional phone calls the week of November 20th but their systems were down and they could not accept phone calls. I sent WSJWine two emails between November 20th and November 26th to cancel the holiday case and received no response. I called them again on Monday, November 27th and waited **************************************************************************************** they had canceled the case and would refund me $207.89. Today, November 29th, I received an email notifying me that my case had shipped and provided a tracking number and I have not received the refund. And i do not want this wine! I have no choice but to spend an untold number of hours on hold to figure out how to return the case that will shortly be on its way to me and get the refund that was promised me (for the case they said they canceled, but did not). This place is criminal and has cost me money and many, many frustrating hours on hold. I suspect this is intentional and the only way they can sell wine. There is no way to cancel and they take your money after you tell them you dont want to buy what they are selling. Please warn prospective customers to stay away from this business.

  Business Response

  Date: 12/08/2023

  We have reached out to ******************** to explain that financial records on our end show that the charge was voided at the authorization stage and that we did not finalize the payment, but have been unsuccessful in reaching her to have that conversation. We have also left voicemail, and have requested that she send us a statement copy showing that the charge was completed - if we receive this document, we will review further.

  Regarding the holiday shipment, notification was sent out by mail to the billing address on file approximately six weeks before the order began to prepare, and a second preview and opportunity to opt out was sent by email two weeks before the scheduled date. We apologize if these were missed, and recommend checking spam or junk folders for the email as they are occasionally filtered there by some email providers.

  We can also confirm that the membership has been cancelled in full and no additional orders or charges will be processed.

• Initial Complaint

  Date:10/17/2023

  Type:Delivery 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.

  On Nov 21, 2022 I ordered the Advent Calendar wine as a gift. The order was bungled when it was sent to me instead of my clients. After I refused acceptance from ****** I called and asked WSJ Wine to please make the correction and send it to the proper address. At this time, they rescinded the special offer and billed me $142.41 as if it were a new order. I had doubled-checked on the order on Nov 21 and 22, being assured that the shipment was going to the correct place. Since then I have contacted the company numerous times, trying to get them to bill me $96.19, the original amount. Now they are threatening to send this to collections, rather than deal with due diligence and customer relations. After many years, I am through ordering from them.

  Customer Answer

  Date: 10/17/2023

  I notice the phone number listed for WSJ Wine is in error. ************ is the number for medical devices. The correct # is ************.

  Business Response

  Date: 11/03/2023

  Upon further review of the account, we agree that the balance owed is incorrect. The original order was part of a promotion where ****************** received a credit directly from AMEX, which could not be automatically applied to the re-order, and a manual discount for the promotion was not applied. We have reduced the balance due on the account to a flat $50.00, and have attempted to reach ****************** by phone to apologize and provide this resolution, but have so far been unsuccessful. We apologize for the misunderstanding and will ensure that similar promotions from AMEX or other financial institutions will be clearly explained and additional steps outlined with the team when those promotions take place in the future.

  Customer Answer

  Date: 11/03/2023

  WSJ Wines refuses to acknowledge their mistake in mailing a gift to me instead of my gift recipient. This meant I had to refuse the order when it came, resend the gift, making the gift late (it was an Advent gift) as well as putting me through extra time and effort. I found I had lost a $50 rebate as well, due to the original order takers incompetence.

  When I get the newly adjusted bill, I will pay and close out my business with them.

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20741577
  
  I am rejecting this response because:

  WSJ Wines refuses to acknowledge their mistake in mailing a gift to me instead of my gift recipient. This meant I had to refuse the order when it came, resend the gift, making the gift late (it was an Advent gift) as well as putting me through extra time and effort. I found I had lost a $50 rebate as well, due to the original order takers incompetence.

  When I get the newly adjusted bill, I will pay and close out my business with them.

  
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/19/2023

  WSJ Wine has NEVER sent me, either by email or letter, and updated correction of by bill. They have never apologized for sending the gift to the wrong address, nor addressed the fact that I lost out on the $50 off deal WSJ Wines had made with **************** when they put my revised order in as a new order rather than a correction of the first one.

  Now they are sending my name to collections when they have never billed me for the correct amount.

  Customer Answer

  Date: 12/20/2023

  WSJ Wine has NEVER sent me, either by email or letter, and updated correction of by bill. They have never apologized for sending the gift to the wrong address, nor addressed the fact that I lost out on the $50 off deal WSJ Wines had made with **************** when they put my revised order in as a new order rather than a correction of the first one.

  Now they are sending my name to collections when they have never billed me for the correct amount.

  Business Response

  Date: 01/02/2024

  Thank you for raising this issue - we reduced the balance due for the errant replacement to a total of $50.00 and attempted to reach ******************** by phone, but were unsuccessful.

  Our records currently reflect that she contacted us and paid the $50.00 balance on 12/30/23, and can confirm that this has cleared the account and no further balance is due.

  Customer Answer

  Date: 01/03/2024

  They have sent my account to a collections agency who does not know that this is settled.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20741577
  
  I am rejecting this response because: They have sent my account to a collections agency who does not know that this is settled.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/16/2024

  Thank you for reaching out!

  We can confirm that this letter was prepared before the balance was adjusted and paid, and that the file with the collection agency is completely closed as paid in full and no further letters will be sent. As these letters are often prepared in advance, they may arrive after the balance has been resolved, and we apologize for any confusion this may have caused.

  Customer Answer

  Date: 01/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, since the company has finally issued me an Apology and recognized their error in creating a new order rather than amend the original order which shipped to the wrong address, find that this resolution is acceptable to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/12/2023

  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.

  ************* Saw ad for 12 bottles, listed by name and vintage year. Called and ordered the same day 9/18. A 13 th bottle plus decanter and two glasses were a bonus offer included. Price was ***** plus $20.00 shipping which was charged to my credit card. Wine arrived several days later. NOT a single bottle matched what was listed in the advertisement, nor was there a decanter. I called WSJwine and also sent email They were going to send by email a return label and when received send correct wine. No label! Called again, verified email address . It would be sent next day. Nothing. Called 4th time asked for supervisor. He will call you and shipping label be sent that day. Nothing!After 5 phone calls and two emails and two promised managerial call backs I still have a case of wine I did not order and am unable to return

  Business Response

  Date: 10/30/2023

  ************** explained that she has processed his refund immediately and in 3-5 business days he should see that reflected back into his account. She is also going back to review all past interactions that the consumer had with WSJWine to solve the underlying issue with customer service reps.

  Customer Answer

  Date: 11/06/2023

   
  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,
  
  *******************