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:03/05/2025

  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 ordered 8 bottles. They sent me two. I contacted them and they asked for proof. I sent photos and no one will respond to me now. They havent sent the bottles and I have yet to receive a refund. I cannot contact them by phone and I am shocked that they will not respond, refund me or send the rest of my order.

  Customer Answer

  Date: 03/11/2025

  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 and the matter has been resolved.

  They sent the rest of my order. Thank you very much
  
  Sincerely,
  
  ***** ************
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/11/2024

  Type:Product 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 purchased the yearly membership on 7/22/23 as a gift to my husband. Every month I had to email inquiring about my shipments. I received my first bottle in August. They stopped sending bottles and responding to my emails in February. They also never sent the high end bottles they advertised. I sent emails in March, April and May to inquire about my remaining shipments, with no response. They only sent me 7 out of the 12 bottles. There is not a number to call to speak with someone and now their website is shut down. Please help in a resolution as I am owed a refund.

  Business Response

  Date: 06/24/2024

  Hi ******,
  

  Thank you for taking the time to leave your feedback. We genuinely value your input as it helps us improve our services.
  

  First and foremost, I would like to sincerely apologize for any inconvenience and confusion you may have experienced with your membership. Our goal is to provide a seamless and enjoyable experience for all our customers, and we're sorry to hear that this was not the case for you.
  

  Regarding your membership, I would like to clarify that it was prepaid for six shipments only. You received the first bottle in August, and the final shipment was fulfilled at the beginning of February. This is why no additional bottles were sent after that month.
  

  In terms of communication, we found that your email address reached out to us once in October. Unfortunately, we did not receive any subsequent emails unless they were sent from a different address. We understand how frustrating it must have been to feel unheard, and we will be investigating why your emails did not come through on our end.
  

  While we are unable to issue a refund since all the orders were fulfilled, we are committed to ensuring you have a better experience moving forward. If you have any further questions or need assistance, please feel free to reach out to us directly. Once again, thank you for your feedback and for giving us the opportunity to address your concerns. We hope to regain your trust and provide you with the exceptional service you deserve.

• Initial Complaint

  Date:03/11/2024

  Type:Delivery 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.

  Purchased on Dec1 2023 Have had monthly email communication about no delivery with no resolution Phone number has been disconnected Can only email with non -commital responses I would like to know if they are out of business so I can stop hoping for a resolution

  Business Response

  Date: 03/25/2024

  Dear ****,
  

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced. Allow us to shed some light on the situation.

  Shipping alcohol entails a highly intricate process. Over time, we've become adept at managing unexpected delivery issues and navigating changes in state laws to ensure uninterrupted service quality. However, a recent convergence of challenges has made resolving these issues more complex. Consequently, we've encountered shipping delays, longer transit times, and difficulties with order tracking. The resulting increase in inquiries has regrettably slowed our response times. Rest assured, we are diligently working to rectify these issues and return to the high standard of service you rightly expect from us. We appreciate your patience and understanding during this period.
  

  Regarding your order, we can see that our colleague initiated a partial refund request of $62.14 for the delayed shipment that you decided to cancel. However, the refund process was hindered due to a dispute regarding the full subscription charge with your bank. To proceed with the partial refund, we kindly ask that you arrange for a letter of withdrawal from your bank and share it with us at **********************************.
  

  We are committed to finding a satisfactory resolution and ensuring your satisfaction as a valued member of our community. We will be waiting to hear from you. Thank you for your understanding and cooperation!

  
  Best regards,

  Mash & Grape Team
  

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [My bank had nothing whatsoever to do with this matter. The entire amount was paid by **************** on12/01/23.Your Answer Here]

   My bank had nothing whatsoever to do with this matter. The entire amount was paid by **************** on 12/01/23. The amount was $372.84.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/08/2024

  Dear ****,
  

  Thank you for getting back to us regarding your concerns. We sincerely apologize for any dissatisfaction you experienced with the resolution provided.
  

  As outlined in our previous correspondence, issuing a partial refund was not possible due to the dispute initiated. When a dispute encompasses the entire Subscription amount, we are presented with the choice to either accept the dispute, resulting in a full refund to you, or to counter-dispute the claim.

  In this particular instance, the initially promised refund amount of $62.14 significantly differed from the disputed amount of $372.84. Given that you had already received the first shipment, we faced limitations in immediately accepting the dispute.
  

  However, upon further review of your case and considering the delay in issuing the refund as initially promised, we have decided to make an exception. We accepted the dispute, so the full Subscription amount will be refunded, and your Subscription will be canceled accordingly.
  

  We are committed to resolving this matter swiftly and amicably. Our customer support team remains at your disposal should you require any further assistance or clarification. Thank you for your understanding and patience as we work to address your concerns.
  

• Initial Complaint

  Date:01/23/2024

  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.

  I placed an order on November 27, 2023 for a three month subscription box. It was meant to be a holiday present.?I read the FAQs related to timing and shipping and understood that the order should be processed and sent by the third week of the following month - which would time it perfectly for the gift subscription to start. I reached out on December 16, 2023 via ************************************* because the order status was still pending and was told that they were working towards fulfilling the order. I communicated back and forth a few times through the end of the month but all that I received was an apology and no specific follow up. ??I then reached out via another channel ********************************** on January 4, 2024 to inquire again since the order was still pending and the subscription service still hadnt started. Again received general apologies and that the team would follow up. ??I have communicated with their service teams back and forth 18 times but the order still hasnt been sent. The only courtesy I was granted was a refund on the first shipping fee and we are now at the end of January - when the second subscription box should be shipped when I havent even received the first. ??Though *** continued to follow up, *** only received an apology but no actual movement or communication on the order being shipped. ??Theyve had my money - almost $300 for two months with no actual product delivered. Even if theyre a marketplace, since my business is with them, they should be better vetting their distributors or better ways to assist their customers.

  Business Response

  Date: 03/25/2024

  Hello ****,
  

  Thank you for sharing. We are very sorry for the delay that your first Subscription order experienced, and for any inconvenience this experience has caused.
  

  We've investigated your case, and it seems we have resolved your request to your full satisfaction by now and reimbursed you for the subpar service.
  

  Please write to us at ******************* if there is still any confusion or if you need our assistance, we promise to get back to you as soon as possible!

   

  Best regards,

  Mash & Grape Team
  

• Initial Complaint

  Date:06/20/2023

  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.

  Order #**** via Barcart on June 14, 2023.I placed a $73.07 order for a whiskey that only costs $52.99 from the actual manufacturer. That isn't my issue. Barcart explicitly states that all orders will be processed in 1-5 business days. It is currently the 5th business day and the 7th day overall and they haven't processed my order, but they did take my money.My issue is that neither Barcart, Mash & Grape, or Flaviar have a customer service phone number and their emails are automatic, therefor giving me zero help or recourse to my issue.It should be illegal for a company to take your money, not fulfill your order and not have any contact information to communicate my grievances. Barcart or Mash & Grape NEED to have a customer service phone number if they aren't going to follow through on their promises.I am looking to get a full refund on this order for the time I lost trying to find company phone numbers and emails, along with full order fulfillment. Lastly, I think it should be mandatory for Barcart or Mash & Grape to have a phone number, because right now they are operating fraudulently by taking my money, not fulfilling my order and essentially ignoring me via email. Best,******************* ************

  Business Response

  Date: 03/25/2024

  Hello *******,

  Thank you for sharing your experience. Apologies for not serving you better.

  At the time you wrote this review you were still in contact with our customer support. Your issue has since been resolved in a timely manner and to your full satisfaction.

  Please write to us at ********************************** if there is still any confusion or if you need our assistance, we promise to get back to you as soon as possible!

  Customer Answer

  Date: 04/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/08/2022

  Type:Delivery 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.

  Ordered ************ Subscription for my husband end of April. End of May and June a bottle arrived. Last month the bottle still has not arrived. I have tried contact they email 5 times with NO response. When I was thinking of this subscription I emailed this company and received an email quickly. Now 5 emails later nothing. The only thing when I click on Mash & Grape is two unfilled status

  Business Response

  Date: 08/09/2022

  Hello, we have investigated the issue and it seems that this order in question was the 3rd order in her subscription. Unfortunately, the package was delayed with *** since 7/25/22: ************************************************** . We alerted our retail fulfillment partner of the issue on 8/1/22 and they said it will take a few days but they will reship the order. They indeed reshipped the order with *** on 8/5/22 and it is currently in transit. An "order created" notification was sent on 8/3/22 and our customer support specialist followed up on 8/4, 8/5, and 8/6 to make sure the customer received our emails and that she's kept in the loop. 
  
  Our customer support lead has since called the customer on 8/8/22, and explained the situation. The customer explained she just never received our emails, for some reason, but she was sent a transcript of all the communications. The order is in transit now and so, the matter should be resolved. We have also refunded her shipping charges due to this inconvenience caused. 
  
  Best,
  Mash&Grape