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I placed an order on their website for glasses with engraving. About a week later, I received an email saying that engraving was not available for that item (even though the website allowed me to order the item with engraving). I promptly sent an email asking them to cancel the order as I didn't want the item without engraving. I got an email back saying the non-engraved items were sent out in the mail already. Then I got a charge on my credit card for the engraved item (engraving cost more than the actual items). Tracking # on the item was then sent to me the next day showing that the item didn't leave their warehouse until the next day. I then called them to get refund for at least the engraving and was told it would take 3 weeks to process the refund. The customer service rep, Sherry, was snotty and unhelpful.
I have opened a BBB complaint against WineStuff, as apparently they have no intention of refunding me the money they owe. Horrible company, and no wonder they have an "F" as far as the BBB is concerned.
My story:
I ordered 2 wineglasses on December 14th, 2012 to be shipped to Austin, TX (I live in Georgia and would not be able to make it home for Christmas this year) as presents for my brother and sister-in-law. The pending charge of $59.99 immediately appeared on my debit card, but later disappeared and was never processed. When I checked my order status, it would just say "Processing". On December 12st, 2012 I emailed their customer support asking what was going on with my order and when it would ship. I recieved a garbled response: "Hello,
i do apologize for the inconvenience, I see that these items have been out of stock, I am sorry you was not notify, about this issue, Maybe we can exchange it for a different item that are in stock, "
The next morning I replied with "Please just cancel the order. I will find a replacement elsewhere."
I never heard back. Looking back, I should have pressed for a response to make sure my cancel order request had been recieved and the order was no longer in the system.
On January 8th, I recieved a notification from my bank that my account was overdrawn. I keep very close tabs on my account and never overdraw it. Upon looking at my history, I saw a charge for $59.99 from WineStuff. That, plus the later charges racked up $140 in overdraft fees. I called customer support demanding why my account was charged.
They had never canceled the order. My order STILL said "Processing" on the page, but had shipped a week earlier. I was told that I could ship the package back and recieve a refund (naturally paying for shipping myself). I informed the representative that the package was not coming to me, but instead going to a family member in Texas, and I was in Georgia. I was told that I could print a label out to return the package then. I reiterated that the package was being delivered OVER 1, 000 MILES away and there was NO way I could physically handle the return, or get a shipping label to my family. I was told I would recieve a call back.
Amazingly they did call back and said that my family member should refuse the package and it would immediately be sent back, and that my refund would be processed "immediately" and I should have my money back "soon". When informed that my family member was not at home, and the package left on the doorstep, the representative again said I would get a call back.
I never did.
I informed my family member that they needed to NOT open the package and refuse it. They wrote "REFUSE PACKAGE RETURN TO SENDER" on the box, and notified UPS, who came to pick it up the very next day (Wednesday, January 9th). I called WineStuff informing them of the return and was told that my refund would be processed "Once the package shows up in the UPS system as being on its way back." Thinking that was reasonable, I waited.
Friday, January 11th showed the package on it's way and having passed through Mesquite, TX. I called and informed WineStuff, who told me I would be recieving a call from a supervisor. Incredibly I did, and he told me he needed to "doublecheck" it was on its way and I would be recieving an email "later that day" about my refund and it would be processed "immediately".
No email was recieved. No refund given.
I called on Tuesday, January 15th wanting an update. I was told now that while the package was "obviously" on its way back, they would need to wait for it to arrive, but that they would start processing my refund now so it would be ready to go when it arrived. I should have my money back "by the end of the week."
I did not.
UPS showed the package arrived and was signed for on January 16th.
Friday, January 18th I called and was told it did arrive, and they would "start" processing my refund "right away". And that it would take "up to 10 business days" for it to process.
So at that point I had been told:
Immediately
By the end of the week (By January 11th)
By the end of the day.
In 2-3 days (By January 11th)
And then, "10 business days"
I have called today (Wednesday, January 23rd). The response was that they had "submitted the request" but no word on if it had even been recieved, processing, or where in limbo MY money was. I was told the "10 business days" line.
Funny how they can be "processing" TAKING my money within seconds of my order being placed. But after 2 weeks, giving my money back is still not even being "processed".
I informed the representative that I will be calling back every day for updates until the money is in my account. Hopefully getting a letter from the BBB will help.
AVOID THIS COMPANY AT ALL COSTS!
As of 7/7/14 they haven't changed! Extremely snotty responses to e-mails complaining of how poor them getting my glasses shipped out had been. TERRIBLE COMPANY AND CUSTOMER SERVICE. NEVER use this company for anything except a spike in blood pressure and decrease in money until they can refund you(Haven't even gotten to this part yet but can't wait).