Absolutely appalling customer service. We made reservations for 2:45, and later received an email from Heath, changing the time to 2:15. We didn't read the email, and we can take responsibility for that.
Just as we were heading out the door to Heath at about 2:15, we received a call from them, asking where we were. We explained we hadn't received the email with the time change, and asked if 2:45 was an acceptable arrival time. We were told YES. We also asked if we should just cancel, to which Heath replied that we would still be charged the $300 tasting fee, either way. Do I like this policy? No, but I understand that they have a business to run. Still, it's important to note that we were made to feel we had no choice -- honor the reservation, or throw $300 away. So, we hurried over to Heath and arrived at 2:40.
This is where the story gets absolutely insane.
Upon our arrival, we were told there was no room for us at Heath, and that all tasting tables were reserved. We protested that we had just confirmed on the phone with the manager that 2:45 was an okay arrival time, AND that we were feeling forced to show up because of the $300 charge.
Pause here: Although we felt annoyed and inconvenienced, we assumed this was an easily solvable problem. Most managers would A) find a way to squeeze in our group for a tasting, B) offer $300 worth of merchandise/wine to take with us, or C) just void the $300 charge altogether.
Right? WRONG. So, so wrong.
The manager doubled down on the "policy," stating that she could not stop the $300 charge, nor offer services or products worth the amount. She also claimed that she was entirely clear on the phone: "I said that if you showed up at 2:45, I would see what I could do for you. I never promised you would have a reservation."
Pause again: This is a 30-minute time discrepancy. At 2:15 when the manager called, she had absolutely no clue that all tables would be full at 2:45? No clue? How is this possible? Also, the manager is sadly mistaken if she thinks that saying "If you arrive at 2:45, I'll see what I can do" communicates the possibility of being both excluded from services AND being charged for those services.
What the manager did offer:
1) To come back another day - No, like 99% of visitors, we're not local, and we're not interested in organizing a separate road trip months or years later just to visit Heath.
2) To be seated with one glass of wine for each of us - This almost sounds reasonable, but we asked, "Are you saying that for $300 you'll give each of us one glass of wine only? So $50 per glass?" Yes, she confirmed . . . that was her offer. I'm sorry, but how dumb does she think that her customers are? "How about a few bottles to take with us?" we asked. No. One glass per customer, at $50 each, was her final offer.
As they say, there's no negotiating with terrorists . . .
We left, and before we reached the parking lot, the familiar *ping* of a bank account charge rang out from the cell phone. Yep, the manager wasted no time in snagging that $300 . . . for absolutely no products or services rendered.
We were treated like "no-shows," when in fact we did show up, despite a miscommunication about a 30-minute time difference. This is a winery, not a maximum security prison. Show a little flexibility, for your customers' sake.
Finally, my friend wrote a negative (but true) Google review about our experience at Heath, to which they responded that our group "became verbally abusive, which created a disruptive environment for others in the tasting room." Nice try, but that is FAKE NEWS! To the manager's credit, she stayed relatively calm and professional. But so did we. Yes, we were unhappy customers, but I'd like to know a person who would be beaming with joy after getting completely ripped off.
We don't appreciate Heath accusing us of acting inappropriately, but even if we had, it would not excuse their enforcing an unfair policy that ultimately cannot be justified. read more