A small business that has been family-owned and operated since 1965 with a wide variety of beer, wine, spirits, and accessories. Aside from a vast selection, they only provide the best white-glove service and also offer a very reasonably priced wine club that gives members 15% OFF storewide - definitely worth the investment + Weekly Tasting events! I highly recommend Holiday Wine Cellar (and if you can't go to the store, check to see if you live in one of the states they can SHIP TO!)!
By Kat
CHILDISH UNPROFESSIONAL CUSTOMER SERVICE
Astonishingly poor customer service by a certain Mr. J Rivera from Holiday Wine Cellar. Purchased 15 bottles of which one was replaced by a can instead. Shot them an email about the mistake and two options were given. 1) To send back the can and get a full refund. 2) Keep the wrong can at 20% off.
Explained that I am unable to send the can back as it has been shipped across the globe to where I live. Took them a couple of days to reply as they were busy digging out information from my social media account, launching personal false accusations without any proof whatsoever. Does it matter what I do with my purchase? It's totally irrelevant to Holiday Wine Cellar's mistake.
If your customer service personnel is so free, perhaps he should be taking online courses on how to provide better customer service and offering a better solution for a mistake caused by Holiday Wine Cellar.
UPDATE: Replies to all negative reviews by HWC just goes to show that they are not remorseful of mistakes made. Fulfilling previous orders accurately does not mean that you can be forgiven for packing a wrong order this time. Abusing of the coupon code when website states that it is applicable for ALL NEW EMAIL SIGN UPS? #JOKEOFTHEDAY If you are so sour about customers using your coupon code, then DONT OFFER IT IF YOU CANNOT AFFORD IT.
CHERRY PICKING RARE BOTTLES? Who are you trying to kid?! Most of these bottles are still on your website! You should be thanking your customers for clearing old stocks for you LOL.
YES HWC is so not interested to do any business with me that they have decided to offer a recurring discount on future orders as a compromise! WOW. Contradicting much.
By Cookie M.
Response from Holiday Wine Cellar· May 27, 2021
Hello Cookie Monster,
Thank you for leaving feedback on your experience.
Upon reviewing our records, we found that multiple orders under different sets of contact information were being used to abuse the newsletter subscriber discount code that we offer to new customers. It was previously discovered by another on our order fulfillment team, and they reached out to you directly to please cease the abuse of the code. You then directly ignored them and placed your last order with the code anyway.
Prior to this final order, you had 7 previous orders that arrived to you quickly and accurately. You are correct that a mistake was made on this order, and you received a can you did not order. This can was from the same producer and similar in style to the ordered item, and was a simple misreading during fulfillment.
Our policy for rectifying these mistakes is to return the merchandise back to the store, and issue credits on the product only. We do not execute any international shipping because the risks, costs, and compliance associated with shipping alcohol across borders are too great. Therefore, by forwarding your order out of the country, you did so at your own risk and voided our ability to make corrections or replacements. Fulfillment mistakes happen rarely, but they do happen in all shipping and logistics from small businesses to major corporations.
Since the product you received was a lesser value than the product you ordered, that was credited back to you, with the additional 20% offered originally. We think that was more than fair, considering how much the abuse of the coupon code cost us.
After identifying your numerous email accounts from which you were abusing our coupon, we discovered the various social media pages you were and still are using to sell beers to others. Not only is it illegal in many jurisdictions to resell alcoholic beverages, but we were appalled to see that some of the beers for sale were the same as what you had previously ordered from us. Cherry picking rare and limited beers with the intention of reselling them for profit is not a practice that HWC will support and we expect that similar beer stores would feel the same way.
After the experiences described above, we have no interest in doing further business with you.
