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:03/11/2024

  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.

  As a gift for my friend, I purchased a bottle of wine from the merchant on December 26, 2023 at their place of business around 430pm. I was looking for a particular wine that the merchant did not have. He offered another vintage, Tenuta Friggali, Brunello di Montalcino, 2001.
  I desired to taste the wine and planned to by another bottle for my friend, so I opened the bottle around 500pm on December 26, 2023. Upon opening the wine, I noticed a strong, vinegar smell. I poured the wine into a glass and noticed discoloration but tasted it anyway. I immediately tasted sourness and developed mild heartburn or chest discomfort due to the acidity. Moments later, I decided to pour the rest in a decanter. After ~10 minutes, I tasted the wine from the glass and also from the decanter but the wine was oxidized and expired at time of sale.
  
  I immediately called the merchant to exchange for a different product. The merchant asked me about the taste, which I explained in detail as well as the steps I took between purchase and taste. I offered to bring the wine back for the merchant to taste. I offered to return to the store for a refund or an exchange. The merchant would not accept any offers, even after asking specific details about the wine that tasted like red wine vinegar.
  
  At the time of purchase, I did not note a posted refund/return policy. I uploaded a copy of the policy on the Jessamine and Vine website.
  
  The merchant would not exchange or refund the product, stating that he simply could not. The merchant sold an expired product and would not offer a recourse.

  Business Response

  Date: 03/11/2024

  We sincerely regret that this situation has gotten to this point and are sorry that Ms. Hart has found her purchase unsatisfactory. We would respectfully note that in the screenshot of our website's stated return policy (which was uploaded by the customer),

  "Section 1: ORDER RETURN.
  1.
  1.1 If you are not satisfied with your purchase, please contact the store directly to replace the product or receive a refund.
  1.2 Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt."

  Unfortunately, when speaking with Ms. Hart, it was clear that she had consumed the bottle (also clear from her submitted photos). It clearly states that we WILL refund any product returned in the same condition it was received/purchased. Wine is a consumable product and once the customer drinks the wine, we have no recourse for restock or refund. In addition, there is no law in South Carolina stating that any alcohol purchased must be accepted for return/refund. The fact that we do offer that option is proof that Jessamine + Vine often goes above and beyond the industry standard.

  It is unfortunate that Ms. Hart did not like the wine she purchased, but after 20+ years of the wine being in the bottle all wine will taste different than a wine more recently bottled. This was discussed both at the time of purchase and on the phone. Also, there is no proof that Ms. Hart's heath issues resulted from drinking this bottle.

  Customer Answer

  Date: 03/11/2024

  I dumped the wine after speaking with the merchant.  I still had nearly 750mL if wine remaining when speaking with the merchant. One cannot travel in an airplane with opened bottles of alcohol so I could not save it. The merchant completely denied any remedy while I was 8 minutes away in Charleston.  Had the merchant offered a replacement or a refund,  I would have returned the product on December 26, 2024 before the business closed as we spoke at 518pm. 

  I have consumed vintage wines in the past. Jessamine and Vine is the only retailer who refused to try or view the product in my complaint within 30 minutes of purchase.

  There were no ongoing health concerns. My statement regarding heartburn upon imbibing is just evidence of the acidity if the red wine Jessamine and Vine stored and sold to me.

  Customer Answer

  Date: 03/11/2024

  I am rejecting this response because:

  The vendor did not offer the posted refund policy.  I spoke with the merchant within 30 minutes of purchase.  I do not live in SC and transporting opened bottles of wine on a plane is illegal. The merchant sites the refund/return policy at this time but did not acknowledge or accept it at the time we spoke,  which was within 30 minutes of purchase.  I was only 8 minutes away and asked to bring back the wine. The merchant said no. I asked the merchant to try the wine. The merchant said no. I discarded the majority of the wine down the drain as no recourse was offered by the merchant who now states the return policy would have been observed. 

  If that were truly the case, I would have returned the remainder to the vendor for a product replacement, which was my original intent.

  While Jessamine and Vine now supports their refund/return policy, the merchant acted fully against it on December 26, 2023 at 518pm via our phone call. Logically, I would have been in better position to return the contents while only 8 minutes away versus a BBB claim now. 

  I only site he***burn as evidence of the acidity of the expired product. I am not requesting an medical insurances in that regard. 

  I consume vintage wines and understand the process. The p*** of the process I have not experienced is a merchant who bought, stored and sold the product to block all attempts to indemnify the client. 

  Respectfully requesting a refund .

  Sincerely,
  Saidah H***

  Business Response

  Date: 03/12/2024

  We reiterate that we take all customer concerns and issues seriously. However, we must restate again the posted (on our website, which the customer has herself referenced) return and refund policy. This policy has been in place since we opened for business in 2021 and has never changed. We can only offer returns and refunds for "Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt." Neither was produced as the customer clearly opened the product and then dumped it down the drain. Therefore there is no legitimate claim for a refund.

  Customer Answer

  Date: 03/12/2024

  
  I am rejecting this response because:
  

  Again, the merchant said he would not accept the product.  As a merchant, he should have known the product was expired. Based on the logic of the vendor's first response, if I were to know it was expired by viewing an UNOPENED product,  wouldn't that make the vendor equally responsible for selling an expired product. 

  I contacted the vendor immediately regarding a product he knew to be expired prior to selling it to me.

  Again, I request a refund because the vendor sold a product he knew to be expired as per the response. I emptied the bottle AFTER the merchant refused to indemnify the client.  

  
  Sincerely,
  Saidah H***