ComplaintsforCask and Barrel Club

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase for UME Plum Liqueur on 2/25/2023, order #****. On 3/05/2023 at 11:22 a.m., I received my order and sent an email to the support desk informing them that when I received my order, the seal was broken, the bottle was sticky, and some of the packing peanuts were lightly stained. I also informed them I had taken pictures that I would be happy to share. On 3/06/2023, at 8:55 a.m., I received a reply to my email from ***** requesting I send the pictures and she also asked me the following question: "Did I happen to pop the bubble bag before before removing the bottle from it?" On 3/06/2023 at 12:55 p.m., my reply to *****: I did not pop the bubble bag and I still have the box and packing popcorn. Upon closer inspection, I informed ***** that the packing popcorn was not stained with the liqueur, it was the color variation of the packing peanuts. I also offered to take pictures of the bubble bag and send it. On 3/06/2023 at 1:02 p.m., *****'s reply to my email: "It doesn't look like any liquid spilled on the bottle as there would be liquid damage on the paper label and purple liquid throughout the bubble bag." The email went on to say how fragile the paper seal was on the cap of the bottle and reiterate how it is best to pop the bubble bag before removing the bottle. ***** stated she would send the brand the photos for their review. On 3/06/2023 at 2:02 p.m., my reply to ***** was there was definitively some spillage because the bottle was sticky, which is something that cannot be captured in a photo. I stated I would be happy to send it back so she could see it and refund my money. There was no further correspondence from *****. There has not been any follow-up with the brand. The email time stamps mentioned above are in central time. I have not enclosed the emails but I can print, scan, and send them if needed.

  Business response

  04/19/2023

  Hello, I spoke with ********************* last night at 7:20pmET via telephone and discussed the situation and came up with a resolution.

  ****** requested a refund for her order and the refund has been issued today via PayPal for the full amount of her order $38.69. Please see attached refund receipt.

  ****** advised that she would reach out to you as well to notify you the issue has been resolved so this complaint can be disregarded.

  Thank you very much.

  Customer response

  04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩