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Business Profile

Retail Wine

Winechateau.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Wine.

Complaints

This profile includes complaints for Winechateau.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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Winechateau.com has 3 locations, listed below.

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 8 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:08/08/2023

      Type:Product Issues
      Status:
      Resolved
      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 an order for a specific wine. The business sent the incorrect wine. When I returned it, they promised a refund within 6 days. It's been over ten days and I haven;t recceived my refund despite trying to contact them. Order Number ********** Total refund due - $149.47

      Customer Answer

      Date: 08/14/2023




      Better Business Bureau:


      Please note that the compant I filed ********** was finally resolved by the vendor. Once I filed the BBB complaint, they immediately sent me a refund and apologized.



      Regards,


      ****** ******** 

    • Initial Complaint

      Date:06/02/2023

      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.
      I placed an order for three bottles of wine around noon EST on Friday, May 26, 2023 (one week ago from the date of this written complaint). The total was $76.61. It was a holiday weekend so I didn't expect delivery right away, but when the following Tuesday came and went without receiving any email order confirmation, fulfillment or shipping update, I decided to call the company. The line rang and rang. No one picked up. I tried calling several times that day, as well as Wednesday and Thursday of that week. No one answered, until finally someone answered on Thursday afternoon. I gave her my name, she "looked up my order", and told me the order was with the carrier and that it would arrive soon. I said "but the order says 'Unfulfilled' in my online account". She said it would be updated at the end of the day, and the was pretty eager to hang up with me. The next day I checked and the status had not been updated, and I had not received any shipping update or tracking information. My card was charged (I'm trying to alert my bank but the fraud department has long hold times and I haven't been able to get anyone on the phone there either...), and I'm worried that asking for a refund will be a waste of time, and I'm also concerned because I tried logging back into my account to take a screenshot of the order number and items ordered to upload to this BBB complaint form, and they are locking me out of the online account. They have the "click here to reset your password" and an email was sent to me to do so, but I'm fearful of clicking on any link that comes from them, as they seem to be a scam of a company.

    • Initial Complaint

      Date:12/23/2022

      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.
      One order was placed on 12/5/2022 and a second order was placed on 12/6/2022. Received an email on 12/8/2022 that the first order was at the warehouse and ready to ship. Received another email on 12/12/2022 that the second order was ready to ship. I was given a tracking number for both items but the tracking numbers aren't active. When I contacted Wine Chateau they told me that the items have shipped and to be patient. I have repeatedly asked for them to cancel my order and to refund me - as I paid for shipping insurance. They will not refund me!

    • Initial Complaint

      Date:12/20/2022

      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 placed on december 12th for qty (2) "instock" items according to their website, made contact via email on 12/18 and 12/19 asking for shipping onformation, **** responded with canned response of "Thank you for reaching out, your order is allocated and going to be shipped very soon. You will receive the notification of shipping very soon. We apologize for the delay on your order, you will receive the tracking number very soon" twice. This is theft bu deception as no items are "in stock" as listed on website. I seek delivery of order that was paid for on 12/12 and compensation for theft by deception.

    • Initial Complaint

      Date:12/13/2022

      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.
      Last year I purchased a one year reserve pass = free shipping on all orders. But 2 or the last 3 orders were never fulfilled. I would place an order, would be charged, and for weeks no communication regarding the orders. I unsuccessfully emailed the company a few times and then called. After requesting a portion of the yearly fee be refunded a few times, I got the refund, However, I told them that I was not renewing the yearly reserve pass because of the below average experience. But the company went ahead and charged me, sent me an email, etc. at midnight 12/13/2022. I went on the website and was unable to cancel the order. Plus there is no where on the website where I can delete any credit card information stored on the site. The only thing I was able to do was delete the addresses on file. The website needs to be over hauled to allow members better control of their personal information. This business is not trustworthy.

    • Initial Complaint

      Date:11/29/2022

      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.
      Order placed on 11/19/2022 for tequila bottles. A few days later Wine Chateau sent an email that the items were in stock however I then noticed my online order details were changed to completely different items on 11/28/2022. I then called wine chateau asking about this and they admitted they did not have the items I purchased in stock and were attempting got switch it different and cheaper items without approval or notice. I advised manager if the items I purchased are out of stock then to please cancel and refund order. Manager agreed to cancel and refund order. After getting off the phone my order status then changed to completed with a blank tracking. I called back to ask about this and all they said was they will issue refund . I am still waiting on a Refund.

    Winechateau.com is NOT a BBB Accredited Business.

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