BRONX, NEW YORK -- I placed an order for 8 bottles of champagne through CellarBrokers.com and I can honestly say that this was the worst experience of my life. I placed this order a full two weeks before Thanksgiving thinking that my order would arrive in time for Christmas. At first, everything seemed fine - I placed my order and received an e-mail a few hours later stating that my order was being processed and that I could e-mail or call if I had any questions. My credit card was charged and I figured that a confirmation/tracking # was coming within a day or two. Imagine my surprise when I called a week later to check the status of my order, I got an answering machine. I left a message. No response. I went online to speak to a live representative three times. No answer.
A representative was supposedly available to answer questions. I called again and got a busy signal. Tired of the rotten customer service, I e-mailed my bank to cancel the charges on my credit card. Two days later, the bank credited my account. Guess what happened as soon as I was credited? I received an e-mail stating the order was ready to be shipped. Too late for Cellar Brokers. Isn't it strange that when they discovered that they lost a sale, they decided that they were ready to ship. They had their chance and blew it. I am positive that if I didn't press the issue I still wouldn't have heard from them. As soon as my credit card was credited, I went to another online vendor. I ordered on a Thursday morning. I received a confirmation # and tracking # and even received a phone call from a young lady who asked if it was okay for my order to be delivered the following Thursday because she wasn't sure there was enough room on their truck to deliver by Saturday. I could actually hear her speaking to the driver and he said that he could make room for my delivery.
My order arrived at my job that Saturday morning, exactly 48 hours after I placed the order. Now, that's customer service. If Cellar Brokers can't deliver as promised they should have a disclaimer saying, "Allow 4 to 6 weeks for delivery." Businesses do that all the time when you order something on TV. If you are in a hurry to charge people, you should work just as hard to deliver. Cellar Brokers did finally send my order after almost five weeks, but I sent it back untouched and unopened. As soon as the delivery man came to the door, I refused to sign for it. The way they operate, the order would have been wrong anyway. Do not waste your time on Cellar Brokers unless you don't mind waiting a long time - forever and a day. Maybe Cellar Brokers has good in-store service, but their online service is the worst hands down, no further discussion.
If you have ordered through Cellar Brokers, call your credit card companies and dispute the charges. The credit card companies will credit you and they will be after Cellar Brokers. You will not only get your money back, but you'll help put these people out of business. Here's a crazy idea, why don't all of the people who have a complaint with Cellar Brokers pay them a visit in person. I'm sure that the line would look like Times Square on New Year's Eve.