ComplaintsforWSJwine

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov. 28, 2023, I ordered a box of wine from the merchant and was immediately billed $208.63. Shortly thereafter, I received the order that I placed. On Dec. 12, 2023, I was billed again by the merchant for the same amount. I initially thought this was an error in the part of my bank, Chase, and immediately contacted them. ***** told me that this was a charged placed by ******************* Wine (WSJ Wine). I called WSJ Wine and received multiple explanations for the charge, including that it was a charge for an order that was placed in August. I did place an order in August but was billed immediately, on August 17, 2023, for $208.63. Since WSJ Wine did not resolve the issue, I submitted a fraudulent charge with ***** and Chase, after a short investigation, refunded me the $208.63. Since then I have received periodic bills from WSJ Wine for the $208.63, stating that my account (which I closed) is delinquent and that the bill will be forwarded to a collection agency. After receiving about four of these notices, which come approximately every two to three months, I called WSJ Wine again to try and resolve the issue. I explained again that I paid the order when I placed it and that I was charged erroneously shortly after and gave them the exact dates of my orders and when I was billed. The customer service representative just kept telling me that I owed $208.63. Finally I told them that if I continue to receive these notices, I would file a complaint with the BBB. The customer service rep promptly hung up on me. On Saturday, June 15, 2023, I received yet another delinquent notice for this charge with the threat to send the bill to a collection agent. If you check, which I have multiple times when I had an account, there is no listing of this charge on my account. The dates of my orders and shipments are all correct. There is no accounting anywhere on my account that I could see of this Dec. 12 charge. I just want my account cleared.

  Business response

  06/20/2024

  Hi ******, thanks for reaching out to us.
  
  We would first like to apologize for your poor experience when calling in and assure you that we have reviewed the call recordings and are urgently addressing this.

  Regarding the charge, our records show, and our credit card processor has confirmed, that there was only one charge, but that it may have been mistaken as separate charges due to a delay of several days between the initial authorization and the eventual final charge caused by shipping delays that we were unfortunately experiencing at the time of this order. Are you able to provide a statement copy showing that both charges were indeed finalized?

  We will be attempting to reach you by phone to confirm this information as well. Please reach out to us by phone at ************ or by email at ******************************************

  Customer response

  06/21/2024

  Attached are the bank statements requested by WSJ Wine. I will also send these directly to WSJ Wine at the address provided. Page 1 shows the original purchase of $208.63 (***** paid the full amount to WSJ Wine and I elected to utilize Chases Pay in 4 feature to repay Chase in four equal installments, which is why it is listed under Deposits). Further down on Dec. 13 is the reimbursement to my account of $208.63 after I filed a fraudulent charge, which is the charge in dispute in this complaint. Page 2, near the top, is the disputed charge of $208.63 from Dec. *********************************** Dec. 12. The statements clearly show two separate charges of $208.63, one of which was refunded by ***** after an investigation. The Dec. 11 charge is incorrect. I placed an order on Nov. 28, paid for it at the time of placing the order and received my shipment. There is no reason why I should have been billed, or continue to be billed, for $208.63 from Dec. 11. I also included my statement from August 2023 (page 3). When I originally called last Dec. inquiring about the Dec. 11 charge, I was told by a customer service representative that the Dec. ************************************** August (???). Page 3, midway down the page, shows the order that I placed and paid for on August 17, 2023. Im not sure what else there is to show that WSJ Wine incorrectly billed me for $208.63 on Dec. 11, 2023 and continues to bill me and threaten me with collection action for its mistake. Please send me a letter stating that the bill from Dec. 11, 2023 was an error and that you will no longer send me bills.

  Customer response

  06/21/2024

  Attached are the bank statements requested by WSJ Wine. I will also send these directly to WSJ Wine at the address provided. Page 1 shows the original purchase of $208.63 (***** paid the full amount to WSJ Wine and I elected to utilize Chases Pay in 4 feature to repay Chase in four equal installments, which is why it is listed under Deposits). Further down on Dec. 13 is the reimbursement to my account of $208.63 after I filed a fraudulent charge, which is the charge in dispute in this complaint. Page 2, near the top, is the disputed charge of $208.63 from Dec. *********************************** Dec. 12. The statements clearly show two separate charges of $208.63, one of which was refunded by ***** after an investigation. The Dec. 11 charge is incorrect. I placed an order on Nov. 28, paid for it at the time of placing the order and received my shipment. There is no reason why I should have been billed, or continue to be billed, for $208.63 from Dec. 11. I also included my statement from August 2023 (page 3). When I originally called last Dec. inquiring about the Dec. 11 charge, I was told by a customer service representative that the Dec. ************************************** August (???). Page 3, midway down the page, shows the order that I placed and paid for on August 17, 2023. Im not sure what else there is to show that WSJ Wine incorrectly billed me for $208.63 on Dec. 11, 2023 and continues to bill me and threaten me with collection action for its mistake. Please send me a letter stating that the bill from Dec. 11, 2023 was an error and that you will no longer send me bills.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have sent three letters via mail to WSJ Wine in an effort to resolve the issue directly with the business. All of letters have been either ignored or unanswered. My most recent letters were dated April 10, 2024 and March 12, 2024. I attempted to cancel an order I placed with WSJ Online via email ******************************************** before it was processed our shipped out to me. Therefore the shipment containing the bottles was an error. At time of delivery I attempted to return to sender but the shipping company did not allow for it. Therefore I have not sent payment and am requesting that $95.69 gets removed from my outstanding balance due.Im sure this is an oversight on the end of WSJ Wine that will get resolved as soon as possible. I appreciate your help and your acknowledgement that the package was erroneously shipped to me, and I was unable to return it despite my best attempts. Id like this issue to be cleared up.Please confirm that $95.69 is removed from any outstanding balance I may have. Thank you.

  Business response

  06/06/2024

  Hi ******,

  Thanks for reaching out. We have been unable to locate any recent orders based on the contact information you've provided, and have only been able to locate an account with an order in 2021 for which I can assure you we show no balance is owed. We have attempted to contact you by phone to follow up, but have been unsuccessful in reaching you. We would love to assist you in ensuring that this has been resolved - please contact us at ************.

  Customer response

  06/06/2024

   
  Complaint: 21745248
  
   customer #**********

  sales order #***********
  
  Sincerely,
  
  *************************

  Business response

  06/07/2024

  Thank you for providing the additional information. We can confirm that the outstanding balance for this account has been waived and that no additional balance is due, and we apologize for the delay in resolution. 

  Customer response

  06/07/2024

   
  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,
  
  *************************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with WSJ wine. Two boxes were sent out and I was charged $325. The boxes both got damaged somehow in the delivery. I was not notified till I had to call **** They charged me again for 1 of the boxes for $188 and sent 2 out again. When I called and emailed them, they said the $188 would be refunded because it was a mistakingly charged again. The $188 is not refunded and I still have not received the merchandise. I have called and emailed the **** Called Fed Ex. No-one can tell me anything and I have paid for these.

  Business response

  10/31/2024

  Thank you for reaching out to us - we apologize for the poor experience and the delay in response.

  We can confirm that our personal wine advisors were able to refund you, and we have addressed the shortcomings in process that led to the charge being incorrectly applied. Please don't hesitate to let us know if any issues remain unresolved.

  Customer response

  11/12/2024

   
  Complaint: 21630524
  
  I am rejecting this response because I was not refunded
  
  Sincerely,
  
  ***** ********

  Business response

  11/13/2024

  Hi *****, thanks for letting us know - I have processed a refund for the replacement that was sent, so you have now been refunded in fll for the order.

  Customer response

  11/15/2024

   
  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,
  
  ***** ********

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  THis week on Monday March 25, 2024, FED Ex arrived at my door with a box. I believed it to be something from my family, and I signed for it. When I found out it was 12 bottles of wine, I thought someone had sent me a gift, since I Had not ordered any wine. I checked my credit cards after checking with family, and found a new PENDING charge on my AMEX card for $213.50. I am enraged by this tactic. I have cancelled by AMEX card. When trying to call the number, ******* **, no answer and no return calls after many calls. The charge are still PENDING but I can't do anything until they are posted. .

  Business response

  04/10/2024

  Hi ****, thanks for reaching out.

  We apologize for any misunderstanding - this order was sent as part of a wine club which you joined by accepting one of our introductory offers on December 15, 2023.

  I can confirm that we have issued a full refund and have sent a return label to your email address on file. Please let us know if any issues remain unresolved.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a case of wine under order o4926485299. I never received it. I called 5 times to have the case sent again. I was told I needed to track down the order myself with ***** before WSJ Wines would do anything for me. I did finally track down the issue with them. ***** told me they lost it (tracking number ************) so they closed out the order on 3/21/2024 and listed it as not delivered. When I called WSJ Wines back to ask them to ship me the order, they said they issued me a refund. I could not find that refund on my credit card account. I told this agent and every agent I spoke with before that, that I did not want a refund. I simply wanted the wines I ordered. This agent told me he would reorder the case for me, but I would not be getting the deals I got when I ordered them. The new order would be significantly more than the original order. All I want is my order replaced at the same cost and discounts that I received with the original order. Nothing more than that.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Found a charge for a subscription that I never authorized. I contacted them and complained and they said they were cancelling the subscription and refunding the money. That never happened. It is being disputed by my bank.

  Business response

  03/13/2024

  Thanks for reaching out! We can confirm that cancellation of your order was attempted, but failed as the order was too far advanced in the shipping process to successfully cancel. However, as ***** tracking shows that the delivery was refused and the order is currently in the process of being returned to us, I have issued a refund in full, which you should receive within 3-5 business days. If your bank has already initiated the dispute process, this refund may be declined - in this case you should be refunded by the dispute process instead. We apologize for any inconvenience and hope this helps!

  Customer response

  03/13/2024

   
  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,
  
  ***************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  WSJ ************ gave us the wrong order. We've been trying for about 9 weeks to return it. They keep claiming to send the return receipt by mail or email and we haven't received it either way. We've already been charged and we can't get our money back until this is done. I could not speak to a supervisor either. The individual we talked to today told us he doesn't have the authority to give me a refund.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Hello,I have been receiving invoices in the amount of $209.42, which was paid back in July of 2023 (screenshot of payment from Navy ******************** attached), repeatedly over the past few months. I have called their customer service number multiple times and submitted the screenshot of the payment posting to my **** card per ****************** Wine Club's request and they continue to send me invoices and provide generic email responses that do not address the matter. They are now threatening me with collections because they cannot resolve the billing error on their end. Any assistance you folks can provide would be greatly appreciated before they damage my credit rating due to their incompetence, laziness, or some combination thereof. Regards,***************************

  Business response

  01/25/2024

  Hi *****, thanks for reaching out!

  We apologize for any confusion - We have made several attempts in the last week to reach you by phone but have thus far been unsuccessful.

  After researching your account, this is what we see:

  You did send in a statement showing a payment made in July 2023. This payment was for your Summer ******* shipment, order SO002255188, which was delivered and signed for on July 17th, 2023.

  For our best customers, we do send out wine club orders without payment if the payment on file is expired or declined, so that you won't have to miss out on your regular quarterly selection. This happened for your regular quarterly wine club shipment, order SO002345287, which shipped and was delivered and signed for on June 30th, 2023, and is the source of the balance due. We apologize that this was not adequately communicated, and are prepared to offer a $40 discount on the balance due as a goodwill gesture for the inconvenience.

  Please contact us to confirm how you would like to proceed.

   

   

   

  Customer response

  01/26/2024

   
  Better Business Bureau:
  
  One point to note, WSJ Wine did not try to contact me "repeatedly" by phone.  Unless repeatedly means once on Friday January, 19th by a gentleman named ***** with a *******, ** phone number who left a voicemail with no direct return number then sure.  That said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please send me the updated invoice with the $40 discount so I can be rid of this absurdity.  Thank you BBB for the timely assistance in resolving this unnecessarily frustrating matter!
  
  Sincerely,
  
  ***************************

  Customer response

  02/13/2024

  Hello,

  I received another invoice in the mail today--again threatening collections--for the same amount WSJ Wine agreed to reduce by $40 if I'm not mistaken.  I wasn't fully satisfied with their billing explanation in previous correspondence through the BBB, let alone the contradictory information from their customer service ****** but I would like to resolve this matter already with some sort of concession from them.  I greatly appreciate all of the BBB's assistance.

  Regards,

  ***************************
  

  Customer response

  02/15/2024

  Hello,

  I received another invoice in the mail today--again threatening collections--for the same amount WSJ Wine agreed to reduce by $40 if I'm not mistaken.  I wasn't fully satisfied with their billing explanation in previous correspondence through the BBB, let alone the contradictory information from their customer service ****** but I would like to resolve this matter already with some sort of concession from them.  I greatly appreciate all of the BBB's assistance.

  Regards,

  ***************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Member of club, enjoyed it. BUT, we canceled an order, yet fed ex still delivered without signature. Contacted WSJ wine for them to arrange a pickup, numerous contacts by **, no pickups on WSJ wine was initiated.We sent a return receipt letter, no one has signed for it, 3 weeks later. Not sure if this company is still legit.This company has not, will not reply to our calls and emails or letter.We filed a dispute with our credit card, money was reimbursed to us; however, we do not want the wine as we did not pay for it.My wife wants the wine out of the house. WSJ, please contact us!

  Business response

  01/22/2024

  Hi ****, thanks for reaching out!

  We apologize for any inconvenience - our PO Box address has recently changed, and postal forwarding may have delayed or prevented the delivery of your letter to the appropriate post office location.

  Upon review of your account, we have accepted liability for the disputed charge and can confirm that a full refund was granted via the dispute process. We do not require the shipment to be returned, nor will you be billed for it at any time - the wine is yours to keep, give away, or dispose of as you wish. We are sorry that this has not been adequately communicated, and we hope this helps!

  Customer response

  01/22/2024

   
  Better Business Bureau:
  Finally, a reply from WSJ wine. We appreciate them for giving us closure to our complaint.

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

• Initial Complaint

  01/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase on December 2nd for @***** the merchandise delivered to the wrong address. I email the company and updated my address and call them, they still delivered the item to the wrong address and email me two days later telling me my membership was cancelled but never refunded me the %***** back to my PayPal account. I'm asking you for a help to get a full refund of $***** back to my papal account Thank you for all your help *******************************

  Business response

  01/09/2024

  Thank you for reaching out!

  After reviewing the account, we can see that this shipment was indeed returned. As you have disputed the charge with ****** and have been refunded in full by Paypal via that dispute process, we are unable to issue any additional refund, however, we have confirmed the return and ensured that the account shows no outstanding balance due to the dispute. We sincerely apologize for the delay and encourage you to contact us if there are any remaining issues.

*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. ↩