WineRacks

On 4/9, Justin called in to order 2 Mag1-K VintageView wine racks over the phone. He specifically asked for this model wine rack. This model wine rack is one deep. There is another model that is the Mag2-K which is two deep.

He placed the order over the phone as he wanted one of the wine racks to be custom cut which is not a service we offer via the website. We got him a price for the cost to cut one of the wine racks.

In going over the order over the phone, we specifically repeated the name of the item back to him on the phone when the order was being placed.

We stated the one rack would be cut down to a seven bottle rack (it would be 14 bottles if it was a two deep).

We sent an invoice via email the day the order was placed that we asked him to review. That invoice states that what was being ordered was the Mag1-K. The invoice also states that cut racks cannot be returned.

We always request over the phone with phone orders that the customers review the invoices to further insure that all the information is correct.

Based on all of this, we ordered the MAG1-ks which are one deep. Justin received the racks and realized they were one deep when he wanted two deep racks. He then contacted us saying the wrong racks were ordered/delivered.

Unfortunately, the manufacturer does not accept cut wine rack for a returns so we informed him that we could not take the cut rack back as a return. We offered an exchange for the one rack that was returnable under the policy. Justin only wanted a full refund.

Upon speaking to the manufacturer, they will make a one time exception and accept the custom cut wine rack for a return. Justin needs to ship both racks back and then a refund will be processed.

Susan, your order shipped within the lead time you were given by the designer. Due to the size of your order, your racks was slated to ship via freight which you were informed of prior to shipping.

After your order had shipped via freight, you refused shipment because the truck would not make it up your driveway. We worked with you to find other means of delivering and rerouted the freight delivery. This issue was resolved and you accepted delivery of the order in June.

You did not contact us directly about any missing components and we did not know that you felt there was an issue with your delivery until you filed a dispute with your credit card company in early July. This dispute was filed for the entire cost of the order despite the fact that the entire order was not missing or damaged. After reviewing both our documentation and yours, that dispute was closed in our favor by the credit card company.

You then filed another dispute in late August for the entire cost of the order but this time with different reasons for the dispute. The credit card company again closed in our favor, this time noting that the dispute claim had changed.

If anything had been damaged in shipping, we would have been happy to work with you to replace those components as per our policy. We have been in business for over twenty years and naturally want to supply the best possible customer service. If you feel you are still missing components then we would be happy to try to work with you to rectify that. You can contact me personally at customerserv@wineracks.com.

Thanks and have a great day.