Vinesse Wine Poor customer service, lie about shipping time, make ordering wine from a club a hassle West Lake, California

I joined Vinesse because my husband and I love trying different wines. We will go to wine tasting events and loved the complexities in some wines and the simplicity in others. Hilton honors introduced us to Vinesse and with as much money as we spend in wine, we thought why not. We get to try a number of different wines and if we did not like the selections we let them know and they send us a replacement. Simple and easy, right?

Wrong. When I received my first shipment, I did not like any of the wine. I thought maybe it was a fluke. Second shipment comes, I don't like any of the wines. I think it is time to cancel my membership since I don't like the wines. I express my dissatisfaction with the wine selections I have received and would like to cancel my membership. They ask me for my preferences and talk me into joining their pinot club since that probably is better suited to my tastes. I agree to give it a shot, informed Pinot ships quarterly, told when to expect my shipment. At the time of shipment, I informed them that I was in the process of moving, but it would not happen until the following month, please update my information. Also I told them to update my account information. I was assured there would not be any issues.

Well day came, I did not receive my shipment. I called them and it turns out they did not update my information. Asked to have it updated and shipment sent. They said no problem. Well a month passes, still no shipment so I called back and asked where is my shipment. I was told it was on its way, it takes 10-14 days. The website says 5-8 days for shipping to the East. I was told that it had something to do with wines being delivered in refridgerated trucks. Any ways, 14 days pass no wine, I called back and asked what is going on, I have not received my wine? Customer service said it was never processed. I was livid, and asked so the previous person I spoke to outright lied to me? With all the delays, i hadn't received my first shipment and I was due anther shipment.

I had to explain my story several times befor I was passed to a manager who apologized for the oversight and misrepresentation. I then complained that if your club guarantees satisfaction and when I originally complained about my dissatisfaction with the wines I received, why was there no offer to replace my wines with others, but instead sign me up for a club that I have yet to receive wine from. She said she would take care of it, send me my order with my next quarter shipment.

I finally receive and was looking forward to the next shipment. Nothing comes so I go through the routine of calling again and find out they do not know why I did not receive my shipment and that for some unknown reason, they increased my 6 bottle membership to a 12 bottle shipment and they were going to charge me for more at the next quarter since they missed the window for shipment.

I have found their customer service to be incompetent, lie, misrepresent and more of a hassle than it is worth. I have found the whole experience distasteful and they have no interest in resolving issues, just creating more. In the end, I paid them more money than I got in wine. Don't bother. Walk away. It is not a good deal.