With rising popularity of online reviews, it becomes easier than ever to share your experiences about local businesses and help other folks from making the same mistakes you made.
I feel privileged to be able to provide direct emails between Eric (the owner) and myself and let the fellow Yelpers make their own decisions about whether or not Eric is someone you'd like to do business with.
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I've been buying wine at The Wine Consultant for many months. Every Saturday they have a $10 tasting bar. Its a very casual setting and Eric pretty much knows everyone by name. At the end of March I tasted wine (as I do many Saturdays), and the place was PACKED because Eric and his wife were heading to Europe for a couple weeks. I tasted wine, chatted with people, and generally had a nice time. When it was time to go, I waited for about 10 minutes to try and pay for the tasting, but it was so crowded that I decided Eric would probably be fine with me just paying the small $10 tasting fee next time I came in sometime after he came back from vacation.
Eric also sends out email newsletters with wine deals that come up from time to time. Sometimes they sell out in a just a few minutes, so you have to email quickly if you want him to set a bottle aside. In the past, I'd reserved wine this way and then paid for it the next time I came.
Unfortunately I hadn't been able to make it to the store for some time because things kept coming up on Saturdays...but I couldn't wait to head back in!
The following is the email exchange between Eric and myself. Again, you be the judge and form your own opinions about how a business should treat their customers....
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June 14th (from the store)
Hello Chris-
Regarding your 2003 Corison Napa Valley Cabernet Sauvignon order (invoice # 28260; 05/20/11; $38.01) and an open balance for the tasting bar (invoice # 28384; 03/26/11; $10.88), we have no credit card on file for you.
Could you please reply via email or telephone with a Visa or MasterCard number and expiration date?
Thanks much!
Cheers-
Renee
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June 14th (my response)
Hey Renee,
I've changed my mind about the Corison, primarily because I haven't really been into Cabernet Sauvignon lately and also because we recently had a kick-ass syrah that we bought from you guys a few months back. I can't remember the name, but I'll know it when I see it. I think it was the Dry Stack B Kosuge. I'd rather reserve a bottle of that if you still have it.
Let me know if this is possible and I'll call you with my credit card details.
Thanks,
Chris
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June 15th (from the store)
Chris -
Our policy is "all orders are final", this is why we request a credit card to secure one's purchase. I don't really feel you offer a valid excuse. Not to argue the point, but if you "haven't really been into Cabernet Sauvignon lately" why did you bother to order this wine. You should be accountable for your purchase decisions and stand by your word. There are two bottles of the B. Kosugo Syrah still available. One way or another we need you to please call or email us with your credit card details today ..... I really don't understand the delay.
Best Regards,
Eric
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June 15th (my response)
I am no longer comfortable doing business with you. I thought the Cabernet was the more expensive wine from a different vineyard, which is why I asked you to reserve one for me.
I am quite surprised with the way you'd like to do business with your customers. I think that your customer relationship management is short-sighted and will affect the long term potential of your business. I will mail you cash or check for 10.88 tomorrow.
Chris
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June 15th (from the store)
That is hilarious.....YOU are no longer comfortable doing business with me? What business have you been doing? We went over your concerns on the phone about the Kronos Vineyard. You laughed and said all was good and you would keep the order.....25 days ago. I like the way you are twisting this around to make it about me and not you.....we have not done anything except ask you for the payment on a wine we held for you after you ordered it (invoiced you for 25 days ago.). YOU ARE SMARTER THAN THAT..... Talk about being short sighted.... My business has been run successfully for 21 years.....treating everyone fairly, and expecting the same in return. You have decided it is okay to flip flop and not keep to your word....over one bottle of wine. Business relationships are built on trust. We trusted you..... what the hell happened?!!!??
Best,
Eric
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Then I called Eric to discuss on the phone. I was expecting an apology, but instead was given an earful about how "Customers aren't always right" and that I knew nothing about business, or responsibility.
Keep in mind that my original email response to their request for credit card details was simply to swap out one bottle of wine for another (of equal value I might add). read more