I placed an online order on May 26th. The next day, I was notified by Grain & Vine, my order will be adjusted to a lower quantity. A bit bothered, but not a big issue; Though I did ask if they would kindly inform me of my new total. However, I did not receive a response, yet a charge to my credit card, which reflected a discrepancy in the total amount. This is the exact reason why I ask them to provide me an updated total before charging my card.
So, of course, I had to message the business to let them know of the overcharge, but yet again, no response. A few days of waiting with no responses, I decided to call the store to cancel my order (5/29) because at that point I did not feel comfortable in proceeding with the order with a company that evidentially lacked efficiency and customer service. It was then a personnel said they will ask the owner, Michael, to assist me.
I expressed my concern to Michael, hoping that he will at least understand the frustration that I had to go through during the whole process, but to my surprise, he simply said they were too busy and that was the reason why I have NOT received a single response from them. Hmmm, okay so I guess they were too busy to respond to my single request (with the new total), but somehow NOT too busy to adjust my order count, charge my credit card and drop my package off?
Okay, so then, Michael proceeded to tell me that he was doing ME a favor by accepting my large order since he normally sells per bottle orders instead of per case orders. Hmmm again. I'm scratching my head a bit on this one... so, you mean to tell me Michael that you don't want more business? More money? I mean, I purchased from 3 other stores recently, and they were MORE than happy to take my order. Any business owner in their right mind would gladly take a $1400 order. And no bull, these stores even went out of their way to make sure the ordering process was as easy as possible. why? because that's how you increase customer retention.
It does not stop there guys... so the OWNER, MICHAEL, decided to call me a WEASEL, yes that's right...because I asked if he would by chance extend a discount to my large order. I've honored my end from start to end despite their poor customer service, so I without doubt was going to ask for a discount. Additionally, I found the exact same item sold at another store $20 less after placing my order with Grain & Vine, so anyone in my position would have done the same.
It is a huge disappointment that I had to go through this horrid experience with Grain & Vine, especially dealing with such an unprofessional store owner. I hope my review will bring awareness to other buyers.
There are plenty of other stores in NY that sell the same stuff. And just trust me when I say if you want better prices and even better customer service, you ain't going to find it here.
Follow up to owners comment
When you're in wrong learn to just admit it. Since you're a lawyer let's talk facts and evidence. I have no problem being transparent with fellow yelpers and will let them be the judge. Pictures speak louder than words. In regards to others selling at a better cost you can reference to my pictures. As for the specific store selling $20 less and in bulk I'm keeping that to myself, sorry yelpers.
I'm a collector and have a real appreciation for Japanese whiskey so in a high demand low supply market in my mind it makes sense to stock up. I originally ordered 15 bottles of Yamazaki 12 but because they were "OOS" it was revised to 12. They claimed they sold me their whole inventory, but it was miraculously still being sold on their website. My guess is that they only wanted to accommodate a case since it comes in twelves and wanted to save inventory for their other customers. Doesn't take a genius to see through that but I understood and didn't make a fuss about it. All I asked for was the updated cost which I never received and had to find out for myself when I saw the charge on my statement. Also the overcharge was not acknowledged until a few days later but shouldn't of even occurred in the first place.
The owner also claims I incessantly called and emailed them. I contacted the store ONCE via phone on 5/29 to cancel my order and the rest of the communication occurred on messenger which I've attached photos of. Funny how the owner keeps trying to make false accusations. I should sue him for defamation of character.
Also if you were sincere about offering free shipping and making things right why not on this order. Clearly I was unhappy and there was nothing pleasant about this transaction that would make me want to buy from you again especially after you decided to resort to name calling. Real professional.
Last but not least if I received such a great deal why wouldn't you let me cancel my order. My business goes to those who appreciate their customers (local or distant) and clearly your business is undeserving of it. read more