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Business Profile

Wineries

Scout & Cellar
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 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:02/05/2024

    Type:Product Issues
    Status:
    Answered
    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.
    This company keeps charging me for a consultant fee even though I never signed a contract. Ive never received anything. Ive even changed my credit card somehow they still charge my new card. *** spoke to them on the phone several times Ive emailed them About this they dont reply and keep charging me this is criminal company should be obsolete

    Business Response

    Date: 02/06/2024

    Hello ****************,

    We are so very sorry to learn of your frustration's that you have shared regarding your desire to cancel your consultant agreement with Scout & Cellar that we show signed on July 19,2022. Please note, that your cancellation request was received via our support email on yesterday, February 5 at 6:54pmCST. Your cancellation request was processed by 11;30am CST on today, February 6, ****. Our records do indicate that this has been the only written request that we have received to end your consultant relationship with Scout & Cellar, and we worked to process your request within 24 hours of receipt. 

    We take our commitment to service excellence seriously. In reviewing the financial records associated with your account, we show that we successfully billed and charged you for the following months: August, September, October, and November of 2023, and lastly for February of ****. We have issued a refund for $54.95 to the card on file and should be deposited to your bank with 5 to 7 business days.

    Again, we apologize for any inconvenience or issues you may have experienced. 


  • Initial Complaint

    Date:08/19/2023

    Type:Customer Service 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.
    Back in July 2022, I decided to become a Consultant through Scout & Cellar's program. I paid the initiation fee of $135 to get started. In return, they shipped me and I did receive a Black Pouch that contained tools to be used to conduct wine tasting sessions, wine bottle opener etc...Since paying and accepting to joining their "Family", I've been unable to login to my account and each and every attempt I make to reset my password through the "Forgot Password" link, I receive nothing to reset it through. I've made several attempts to contact their office through their (800) number, email and chatbot and no one cares to pick up or attempt to investigate and come to a reason that my experience was unfair and that I deserve to receive a full refund. I'm more than willing to return their little pouch of trinkets that they so want back at their shipping expense and they refuse to pay for the shipping label.

    Customer Answer

    Date: 08/19/2023

    Hello! I was able to resolve the matter with them. Nothing pending. Thank You, ******!

    Customer Answer

    Date: 08/19/2023

    Hello! I was able to resolve the matter with them. Nothing pending. Thank You, ******!

    Customer Answer

    Date: 09/09/2023

    Hello! I was able to resolve the matter with them. Nothing pending. Thank You, ******!

  • Initial Complaint

    Date:08/09/2023

    Type:Product Issues
    Status:
    Answered
    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 cancelled my membership over the phone on June 16,2022. I was told that I would be refunded the $129.95, I assumed it happened and did not check back. Here we are June 10th, 2022 I am charged again $11.94, and today August 9th I am charged another $10.99. They refuse to help on the chat, and said it can't be handled over the phone. I want my money back.

    Business Response

    Date: 11/07/2023

    Hello *******,

    Please accept our sincere apology for the delay in acknowledging your BBB complaint. On 8/9/23 you reached out to contact center regarding your monthly fees related to your consultant agreement. Our team processed your request on 8/10/23 and issued you refunds in the following amounts: $10.99, $11.94, and $129.95 to the credit card on file. I am pleased to know that our team was able to assist you with your request to cancel your consultant agreement and issue you a refund within 24 hours of your request. Thank you for allowing us to assist you with your request, and we hope that you will consider Scout & Cellar in the future.  

  • Initial Complaint

    Date:07/24/2023

    Type:Service or Repair 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.
    Scout and Cellar charged me a consultant fee and I do not work for them. I never worked for them. They have continually asked me to join and I keep saying no. They received my information when I spent ***** on what I thought was a tasting kit to consider joining and what I received was a plastic stopper. I told them I am not all interested to work with a company that is this dishonest. Why would I pay ****** for wines, I have never tasted? I was never refunded the ***** for this stupid plastic stopper and now out of the blue I was hit with a ***** consultant fee? I DONT WORK FOR SCOUT AND CELLAR.

    Business Response

    Date: 11/07/2023

    Hello *****************************************************************,

    We are very sorry to hear that you experienced difficulties with canceling your consultant agreement. We have received your requested and your agreement with Scout & Cellar has been cancelled. We have requested a refund for a total of $22.83 to be returned to the credit card we have on file. This amount covers a fee paid 7/7/23 in the amount of $11.84 and on 8/9/23 in the amount of $10.99. Thank you for allowing us the opportunity to make it right for you and have a great day!

    Customer Answer

    Date: 11/13/2023

    I have reviewed the business response and accept this resolution. 

  • Initial Complaint

    Date:10/18/2022

    Type:Product Issues
    Status:
    Answered
    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 online order for wine. Order placed 8/13/2022. Order total 680.49.
    The order was delivered on 8/29. Order number ********

    The company website states it has a satisfaction guarantee. 'if you believe you received a defective bottle,..Scout and Cellar will (I) ship to you equal value replacement or provide a refund or credit of the amounts paid.'

    The wine received was flawed in the sense that it was spoiled due to exposure to high heat. the wine received has warm and I tried several different bottles and all were spoiled.
    The wine unopened was shipped back to the company.

    The company provided a refund but only for the cost of the wine. They did not provide a refund for taxes. As the policy state, I expected them to provide a full refund or ship replacements. The company declined to do a replacement or full refund. The amount paid was $690.49 the amount refunded was $562. $118.19 short of the total paid. As for resolution, I would like the company to provide a full refund of the full amount paid.

    Business Response

    Date: 11/07/2023

    Greetings **************

    We show that you spoke with our agents on 10/17/22 and a refund of $425.70 was issued. On 10/19/22 a refund was also issued in the amount of $118.19 back to the issuing card. We are very sorry for the inconvenience that the delay in issuing the refund for two days may have caused. We are pleased to know that this request for a full refund was completed in October of 2022 to meet your expectations.

    Thank you for considering Scout & Cellar and we hope that you will consider us again. 

     

     

Scout & Cellar is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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