Poor Customer Service & Product Offerings
I purchased this shooter set as a gift. It took 3 weeks for the product to arrive and when it was received, we did not like the quality of the product, so we shipped it back, incurring the cost to ship it back in addition to incurring the cost to have it shipped to us.
When we contacted customer service to inquire about the credit that we should have on the return of the product, customer service at Wine Enthusiast claimed that they had not received it, although, the shipment confirmation confirmed that it was delivered and received by Wine Enthusiast. After a lot of frustration and going back and forth with customer service, they were finally able to confirm that they did receive the returned product. However, at this time, they were being completely rude and unprofessional with me over the phone. So, instead of using the credit to purchase something else, I asked for a full refund.
They refunded the amount of the product itself, $29.95, but refused to refund the cost of shipping it to me, even though I had to incur the cost of shipping it back to them. The entire cost of shipping it both ways, amounted to nearly the cost of the product itself. I have no problem with paying for shipping both ways for a product that I purchased. However, Wine Enthusiast obviously has a mark-up in their shipping costs and that's where I have a problem. In my job, I ship things all the time, so I have a very good idea of shipping fees and the time it takes for a product to ship based on the amount paid and the weight of the piece. So, the time it took for this product to ship to me (3 weeks) at the cost they charged me does not jive. At the price they charged to ship it to me, I should have received it within 1 week or 1-1/2 weeks, but not 3 weeks.
Secondly, because of the poor customer service experience that I received, they should have refunded me the entire amount to keep me satisfied. I was going to use the credit to purchase another product, but after receiving the rude experience, I wanted nothing more than a full refund. After this horrendous experience that I received, it is doubtful that I will ever purchase a product from their company again, yes, over a $29.95 product. If this is how they treat their customers over a very inexpensive product, how do they treat their customers who purchase a more expensive product such as a wine decanter or wine refrigerator. I certainly don't want to find out!