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:09/04/2024

  Type:Customer Service 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 went to this establishment border bottle was giving condiments to go with the bottle went out and sat at their table the general manager who was drinking all night long while we were there noticed that we had the bottle sent someone over that we were familiar with to explain that we could not drink the bottle that we purchased there at that time being a young lady was having a conversation she came over move the waitress out the way and say I am the general manager and I told her to do it in a very nasty and obnoxious way like she was talking down to me she started being very rude and obnoxious to my wife and the guest that I had bought from out of town I have noticed that she was drinking all night long sitting behind me with some gentlemen at this time the woman continued to be nasty rude and obnoxious to me and my guess

  Business Response

  Date: 09/09/2024

  Dear BBB and Mr. ****************** style="color: rgb(0, 0, 0); font-family: "Segoe UI", "Segoe UI Web (West European)", -apple-system, BlinkMacSystemFont, Roboto, "Helvetica Neue", sans-serif; font-size: *******px;">Thank you for bringing this matter to our attention. At V-NO Wine Bar & Shop, we take all customer feedback seriously and aim to resolve issues in a fair and professional manner.
  
  On the day in question, Mr. ******* and his guest purchased a bottle of spirits (Titos vodka) and were consuming it on our patio. As per our liquor license issued by the ***************************, we are strictly limited to selling and allowing the consumption of wine and beer on our premises. When this violation was noticed, our Assistant Manager, ****** *****, advised Mr. ******* that the bottle would need to be put away or placed in a stapled plastic bag to ensure it wasnt being consumed on the premises, in adherence to our liquor license.
  
  Mr. ******* began to raise his voice and proceeded to tell Miss ***** he would not put the bottle away. When Miss ***** was insistent and repeated our policies, Mr. ******* became verbally aggressive towards her, and the conversation became disruptive to other customers. I noticed the commotion but allowed Miss ***** to handle the situation as the manager on duty. I only stepped in when I observed Miss ***** becoming very upset and anxious. Mr. ******* explained to me that he was upset that Miss Ruzows explanation had implied that he was trying to be sneaky and he did not appreciate her tone. I apologized and reiterated our policy and state regulations pertaining to our liquor license and Mr. ******* became upset with me and stated that I was being rude and to watch my tone. I remain professional and advised that
   Since the bottle in question was not put away and Mr. ******* was non-compliant and disruptive, he would need to leave the premises. At this point, Mr. ******* began to threaten me with his connections to the liquor board and told me I needed to watch myself and my tone with him because he could shut us down. He further stated he would leave a terrible review and warned, watch what I do next, as he and his guest left the patio. Throughout this encounter, our team remained professional and focused on ensuring compliance with legal regulations.
  
  Unfortunately, as the bottle was opened and consumed on our premises in violation of our liquor license, we are unable to provide a refund for the purchase. It is essential that we comply with local regulations, and we will continue to uphold these policies to protect our business and patrons.
  
  We appreciate Mr. ******** understanding and regret that this situation escalated. Please let us know if you need any further information.
  
  Sincerely, 
  ***** Cruz 
  General Manager, V-NO Wine Bar & Shop- Baltimore