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Business Profile

Liquor Store

Empire Wine & Liquor

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Liquor Store.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:07/07/2023

    Type:Billing 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.
    On 4/17/2023, I was double charged for a purchase. I purchased $48.52 of wine. During the check out process using a credit card the store internet failed. The cashier informed me the credit transaction did not go through. after a long wait the front end supervisor named Quigley, manually reentered the purchase over the telephone. I asked for a receipt and was told no receipt could be provided.
    The April credit card statement ( attached) showed both purchases were transacted. On 5/25/23 I went to the store and reported the error to the customer service person named Rachel. She took my name, phone number, e-mail address, the date of the purchase, and transaction amounts. She declined to take a copy of the **** statement. She told me the information would be given to the store manager Alison, and I would be contacted. I was not contacted. On 6/1/23I called the store, discussed the issue with Matt and I again provided all the above information. I was told Alison would be informed and I would be contacted with the issue resolution. I have not been contacted since. My May and June credit card statements show that no credits have made to correct the double billing issue. The **** account is in my wife's name, I have my own credit card that charges against the account.

    Business Response

    Date: 07/18/2023

    We apologize for the issue with our POS system crashing in April. The credit that you are entitled is attached.In any instance, it is always recommended that customers dispute payment issues to their credit card company as the matter gets investigated and resolved much more timely. Verbal communication sometimes gets miscommunicated - as it was in this case. Again we apologize for this delay, and we appreciate your business.-The EmpireWine Team 

    Customer Answer

    Date: 07/18/2023

    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. 



    Regards,



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








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