wine.com

I ordered a bottle of Dom Perignon for $269.95. When I received my order confirmation, Wine.com had slipped in a $49.00 charge for Stewardship Annual Membership. I did not select or ask for this membership. On the order, Wine.com applied a $16.95 discount toward shipping under the guise of "stewardship savings," even though I had entered a separate discount code for free shipping.

When I told Wine.com about this, they offered to remove me from the Stewardship program and refund the $49.00. Great! The next day I received an email stating that they did cancel the membership program, but will charge me for it anyway (no refund!) because I took advantage of the $16.95 Stewardship Savings on shipping, even though the free shipping code I use was replaced by Wine.com as Stewardship Savings. So they tricked me into using their program, cancelled it, and pocketed the fee anyway!

DO NOT FALL INTO THIS TRAP! These people are sneaky, deceptive and dishonest.

I placed an order of 10 bottles of wine that I was supposed to receive yesterday, today I got an email saying that my order was accepted as a mistake since there's only two bottles in stock of the item I ordered. I called customer service and after 25 minutes I was told that nothing can be done to accommodate me as a customer after your mistake and they could send me the two available bottles but a regular price, I was willing to spend over $200 on this wine that I love and I cannot get because of your own mistake! Shame on wine.com for such a lack of respect to their customers time and not knowing how to value them. I will not be using this site again

I ordered 2 bottles of wine from Wine.com for Thanksgiving on Nov. 5th. On Nov. 14th, I was contacted by a member of the Customer Service team, who informed me that there had been a restocking delay, but that my order would ship on Nov. 18th. The rep also gave me the option to modify or cancel my order, but I replied that I was fine with a shipping date of the 18th, as it was still sufficient time to have the wine in hand for Thanksgiving.

On the 18th, I received an e-mail from Wine.com stating that my order was being held in the warehouse, "...[d]ue to current extreme temperatures" and that I would be informed when it could be shipped. Then, on the 21st, I received a follow-up email with "Great News!" in the subject heading, informing me that "Temperatures are now safe for shipping your wine. We're getting your order ready and will notify you when it ships." This wasn't exactly great news to me, since - by the 21st - it was clear that I wouldn't have my wine by Thanksgiving, but I let it go and purchased substitutes from Total Wine. At that point the wine I ordered was redundant, but I figured I could use it later on - Xmas is coming, after all.

BUT... I never received a shipping notice. And then, this morning (the 25th) I received yet another email from Wine.com, flatly stating, "Your recent Wine.com order ######## has been cancelled. We hope you'll shop with us again soon."

Just like that. No explanation. I'm forced to assume that the "we're getting your order ready" email was total BS.

So, I'm done with Wine.com - as the saying goes, "you never get a second chance to make a first impression." Fortunately, I was covered for the holiday (thanks Total Wine!) and - in the end - I'm not out any money, but I value transparency, as well as... well, humility. I understand that s**t happens - people make mistakes, weather happens. I'm not angry. But I *am* disappointed: it would have been nice to get a brief explanation and apology of some sort, especially after I made it clear to the Customer Service rep back on the 18th, that I wanted the wine for Thanksgiving.

All of the above was made that much worse by the daily influx of marketing emails I received over the 20 days I was nominally a customer of Wine.com, exhorting me to order *more* wine. Like, why would I do that when they screwed up my first order?

I would rate this company as -10. They are wholly disorganized and unethical in their processing of products.
I had cancelled my order with them after receiving no notice and no product needed within the delivery time noted at the time of ordering. It had been needed for a scheduled event, which has long since passed. Over a month after that cancellation was issued and several other emails had been sent they charged my credit card and again after several notices regarding cancelation still tried to deliver the product, Now they refuse to refund the money they took, saying they will be giving me a "credit" towards a future purchase! Clearly someone there also has a sense of humor.

Don't buy from them. They used my gift card and charged my credit card. 4 calls and a lot of time wasted and they still have not credited my account. I have a balance left on the gift card but I cannot go through all that again. They can keep it!

They had the wine I was looking for at a reasonable price (not cheapest, but I'm willing to spend a bit more to not have to go to the store!). I had a friend who provided a code, which never came through to my email.
Contacted customer service, and first customer service rep seemed really helpful and after several back and forths gave me a replacement code. I spent the next hour happily picking out my wine. Put in the code and it wasn't accepted. Two more reps came into the "chat" and immediately left. Finally, someone else came in and wanted me to give the referral person's email so they could "check what was wrong on their end." That just didn't sit well with my, so chose to step out at that point. Gave them almost two hours of my time in an attempt to save myself and a friend $30. They actually sent a follow-up indicating that before I could even receive a code, we BOTH had to purchase a minimum amount? So you get my credit card and the other person doesn't purchase the amount and you charge my card at the full amount? And then what am I supposed to do? Ask my friend about why they didn't purchase (which was never set forth in the requirements anyway?). Very shady. I'm going somewhere else.

I have been waiting for a week; all items were in stock when I ordered. I am switching to Total Wine.

I received a gift card from my nephew for wine.com. First, it's not easy to add the card to your account. After talking to their rep I was finally able to do this and ordered 2 wines. Two weeks later I received a message (from rep Eric Brown) that one bottle was not available and they were going to ship just one. I immediately responded and asked them to add another one of similar value to save on shipping charges of the second bottle. There was no response and a day later I received a message that only one bottle was shipped. Later I found that they used only a small portion of my gift card and instead charged my credit card. I did not want to deal with them any longer and asked for a cash refund of my gift card, which they refused.

I've used Wine.Com in the past because of the convenience of it. Recently, though, ran into an issue that showed me this company doesn't not care - or care to understand - the meaning of customer service.

I ordered a bottle of $75 bottle of champagne for a colleague's birthday, and the site indicated there was plenty of time for it to be delivered. When the birthday came and I hadn't received any kind of shipping notification, I checked my account and saw my previous two orders had gone through but not this one. I then checked my AMEX bill and discovered a pending charge from Wine.Com for this purchase.

I then reached out to customer service via the online chat tools, and the (live) rep told me there was a system glitch, that this had been happening a lot (and IT was working on it) and that the charge would be reversed. I cared more about getting that bottle of wine delivered than the charge itself so pushed the rep to figure out a way. She said would have her team handle it and get back to me in email.

I waited several hours and, after not hearing back (big surprise), reached out again and spoke to a different rep. This one told me "there is no charge on our side whatsoever today so the decline on the charge is from your bank. You must contact them." This was weird because there was no charge, right? So I pushed more and the rep repeated I should talk to my bank (umm it was AMEX) and re-order (which wouldn't get the wine to my colleague on time). Told her fine. I was done with Wine.Com. I then ordered a similarly priced bottle through InstaCart, which got the wine to my colleague on-time that day. Yay!

NOT THE END OF THE STORY. So yesterday, which was Wednesday, two days after my colleague's birthday, I get a text from FedEx saying a shipment was coming that would require someone 21 or older to sign. Thought it was a Xmas gift from my son, but when it didn't show up last night, looked into it today and discovered... yeah, you guessed it, they delivered that original "non-order" after all. Three days after my colleague's birthday.

So, reached out to Wine.Com today and told them I wanted the charge reversed since they'd said the order hadn't been completed and my charge would be reversed. Rep refused. She looks into her system and says I'd apparently bought the bottle using a different login (I'd apparently clicked log-in with Apple ID instead of my email address) and that's why it hadn't shown up. My argument: If their system is so inefficient that they're not linking all the possible login options (Apple, Google, Facebook, Email) they present to customers, why should the customer have to take it in the shorts for that? Moreover, if it took four different reps to figure out what was going on, how could a customer be expected to know what the issue was and how to resolve it? Finally, had their reps advised me correctly or had their site accurately shown me my order had been placed, I would not have spent the additional $75 with InstaCart (it was a colleague not a wife after all; my colleague would have still appreciated the overture a few days late).

Adding fuel to my fire, I tell this third rep I'd like to speak to a supervisor to get the charge reversed. She puts me on hold 10 minutes then comes back and says everyone is in a meeting and she'll leave them a note about my situation. I ask if they'll be getting back to me and here's what she says, "you should call back this afternoon." GREAT customer service. Really trying to avoid inconveniencing me even further. I can tell they truly "understand" my situation (something they repeated over-and-over again from their customer service playbook without really understanding anything at all).

I hope someone in a position to make change at Wine.Com reads this and trembles with rage over how their staff is treating people. I know Rich Bergsund has been CEO for 15 years. Guessing it's too long if he lets this kind of thing happen. These guys get a horrid 1.8 rating on this site. Well done Rich! You deserve a bonus this year.

This was both my first and last order with this company. They sent me a $13 bottle of pinot noir instead of the $50 bottle of champagne I actually purchased. The customer service (live chat in particular) is abysmal, they don't care at all. I was told I need to jump through hoops to fix their mistake:

- Email a picture of the incorrect bottle
- Be at my home, when it's the holidays and I'll be elsewhere, for them to pick up the incorrect bottle
- Wait for them to receive the bottle before they'll even send me what I actually paid for

This speaks volumes about this "service." Please spend your money elsewhere.

Don't waste your time. The customer service is a joke. They lost the package. Lost the order number. Customer service didn't know what was going on with any of it. Held my money for over 3 weeks. Not worth your time.

I ordered 12 bottles of 2019 Pouilly-Fuisse with a cost of over $300 from Wine.Com.

Not only did I have to take 3 days off of work (FedEx kept moving the delivery date & you have to be home to accept the shipment) I received 12 Bottles of an off-brand $5.00 a bottle Chardonnay.

My order on the website states Pouilly-Fuisse, the invoice in the box states Pouilly-Fuisse & the 12 stickers with the invoice state Pouilly-Fuisse - the wine sent IS NOT Pouilly-Fuisse.

I would be willing to bet that the Warehouse substituted my order thinking I was stupid or would not notice.

BUYER BEWARE. This place is a SCAM.

They send me twice the wrong bottles and I got zero support from customer service. I emphasize the problem and shared all info, but still nothing!

Placed an order with an estimated delivery date 6 days from date the order was placed. The order was delayed (fine, it happens), but 1) they never notified me of the delay, 2) their rep told me it was going to ship the day I contacted them (it did not). 3) the send rep assured me it would be delivered on Tuesday (which, according to the FedEx label they created is not true), and 4) because I wasn't informed of the delay, the recipient will likely not be home to sign for it (and I can't cancel the order now),
Never ordering from this company again.

If you have a small order and free shipping, you are rejected. They claim it is your CC, but I called Chase twice and used 2 separate cards, and Chase assured me it was the merchant. It is a scam… forget them.

I read these reviews after I purchased two cases of wine from wine.com. I used the virtual chat and got excellent help. I'm a bit of a wine dummy and really only use wines mostly for cooking. I needed both whites and reds for my cooking. I feel like I received a free lesson in world wines. My credit card was charged exactly what I submitted in the order. Their selection is vast. They have both expensive wines and wines not so expensive. I'm surprised to read the negative reviews. I'm usually very picky about service but I received excellent service my first time ordering. I will come back.

I was a large customer under one email address and, for accounting purposes, needed to order under a new account. I opened the account at wine.com and placed an order for 2 cases of Cava. The order was a rush due to limited time i had before an event. Instead of calling me to confirm the order they canceled it and shut my account down assuming fraud. Further after multiple calls I found their customer service to be EXTREMELY poor. Moreover I finally received an email explaining they suspect fraud and they will not process any of my orders in the future. In my time i have purchased over 50 cases from them over many years. Big screw up on their part and why? Because they simply didnt take the time to call a customer and just canceled. Nice move wine.com. I assume you are aware you are in a competitive market? (hint, I also OWN a winery!) Next time consider what customers you decide to treat poorly with assumptions and failed fraud algorithms. Another site took my order and fulfilled it fine. I have taken my business elsewhere and will never order from them again.