Good Morning,
I'm writing to you in absolute frustration and disappointment. I have been a loyal client for many, many years. Please review my Vintage Cellars membership details to put my complaint into perspective.
Reference Number 59952253
I placed an online order which I do roughly every 4 weeks.
I am very particular about wine vintage and never, ever order anything that doesn't list a vintage.
The above order included more recent vintages for both the Saltram and Taylor Estate Wines.
On January 9th, I attempted to return these incorrect wines to the Leichardt Vintage Celllars at about 12:30 PM. I was greeted by a very polite and helpful woman who explained she could not process the return but her manager would be arriving at about 1 PM and could I come back. I'm sorry, I didn't record her name but I did say that I was disappointed she was not empowered to make this decision and as a loyal customer, I was now already put offside.
At about 1:10 I went back to the store and asked a gentleman I had not seen before if he was the manager. He said, "No." The lady I had spoken to prior, then told him who I was.
He picked up the box of wine and started to give it back to me saying he could not process a return if the order was made online.
I suggested he should ring the police as I wasn't leaving until the credit took place. He then asked me if I had tried this at any other store. I said, "what difference would that make, but no I haven't."
He then pretended to make a call and then processed the return.
My complaints are:
If Vintage Cellars is not going to provide the vintage as advertised then either don't list a vintage or allow me to stipulate somewhere 'no substitutions.'
Allow returns in store regardless of the channel used to purchase them.
Empower your staff to keep clients happy.
At absolutely no point did either staff member apologise. read more