NIGHTMARE. THE TORTURE OF WHAT THEY CALL THEIR CUSTOMER SERVICE AND THEIR DELIVERY SERVICE, GOLDEN STATE OVERNIGHT, IS APPALLING.
Signed up for wine club and months later receive an email stating our first wine club shipment was about to be sent...weeks later no wine. I write to them and they have not shipped it yet, I ask that it not be shipped as I was going out of town and she said it can't be stopped, it was already on the pallet (shipments were not going out for a week). I agreed that I had to then receive the shipment and had it sent to my assistants. No wine delivered. I contact them once I returned and tell them no wine was received and they apologize and say it will be sent right out. I again ask if it can not be delivered, I again am going out of town. She again tells me she can't cancel the order as it's already in the process of being sent out. Really? I just told you I didn't get it the first time, clearly is wasn't in the process of being shipped out. I tell them it has to go to my assistants as I will not be here and they tell me they can't leave it on the porch of a home because someone has to sign for it. So, I arrange for it to be sent to my address during a time I will be in town. Finally it's supposed to arrive (this has been about 4-5 weeks of going back and forth over this 1st wine club shipment) and it never does, I'm actually home all day and no one rang the buzzer to get in. They tell me to contact the delivery company because once it leaves their location they have no control over it. I told them I want out of their wine club, have been going back and forth over the 1st delivery for over a month and I'm not doing this for a whole year. They agreed to let me out of the wine club if I agree to take this one shipment.
Talking to Samantha Johnson at the delivery company, Golden State Overnight, she says they tried to deliver it and couldn't get in. Marked it as "Security Gate" for the reason for no delivery. I live in a building that you have to scroll through a directory of 16 apartments to get a code to be buzzed in. This is a very common buzzer system. There is no security gate, clearly the guy didn't take the time to scroll through the names to be buzzed in. Talking to Samantha again, she assured me she will give the delivery person clear directions and it will be delivered the next day between 8-12. I wait. 12:10 I contact her as I have to leave and tell her there is no package and ask if I'm able to just decline the package and have it shipped back to the sender? She again apologizes for the inconvenience of this package delivery and says I'm able to refuse this shipment and have it returned back to the shipper or they can reschedule for you if today no longer works. Yeah, not sitting around another minute waiting for your company to figure out how to deliver a package. No thanks, I did not reschedule.
During all of this Pech Merle was in the loop as I dealt with their inability to ship the package out when they said it was going out, and the company they choose to use for delivery. I again contacted Olivia Potter about this and told her again that I do not want this shipment. I've been in communication about it for weeks and I don't want to continue to email them or the delivery people about it or wait for another deliver window for them not to show. FINALLY the owner of the company gets involved, Bruce Lawton emails me and states "I heard you had an unsatisfactory experience with your recent wine club shipment. I apologize that these problems occurred and that you were inconvenienced. We have canceled your wine club as you requested and refunded your last shipment." FINALLY it's over!
Everyone that I had been telling about this nightmare for the last 5 weeks ask "did you at least get some free wine?" Nope, no mention of anything to compensate me for my weeks of time spent. BUT IT'S OVER! Then the next day as I'm leaving out of town, I get a delivery, sign for it w/o looking at who it's from (I work from home and get multiple deliveries at my residence and assistants, almost daily). I later see it's from this wine company! They actually sent the wine as a gesture of good will? When the owner wrote he refunded my last shipment he must have meant it's on us, sorry for the horrible experience and just didn't say it. So, telling everyone how the drama ended, they all stated, "well at least you got some wine out of it."
NOPE! Two months later I see I'm charged! They state it's because I didn't decline it!? I told the delivery company I was declining it and not setting up a future delivery.
I own a small biz, if a mistake is made and a client is unhappy, I comp them for the unsatisfactory experience and give them something free so there are no hard feelings, min $50. Bruce took off the delivery charge of $18.84! WOW. Thanks. Seriously? I've been extremely cordial all things considered. Can't wait to update everyone on the punchline to this ongoing joke. WOM marketing. read more