Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Dec 18th a placed an order for a case of wine. The site was advertising I had the option to expedite the delivery is I paid a fee which I did. This morning I see that fee credited into my account, but my order keep saying that is unfulfilled. I am calling the number that they have on the site and no one responded. I wrote the email and no one replied. I am afraid that I have been scammed. If this is a legitimate company, I need to know when I will get my wine, some communications. Or if they cannot fulfill my order I need my money back.

  Business response

  12/26/2024

  We see that the associate with email address ************************* has already been in contact with a member of our executive team regarding a disputed order and an attempt to resolve this matter has been offered. Associate with email address *************************, is welcome to continue communication with our executive team, if they are unhappy with the resolution provided.
  

  Customer response

  12/26/2024

   
  Complaint: 22722657
  
  I am rejecting this response because: as I said on my last chat communication that I would wait few more days for the shipment to arrive. If I still don't receive my wine I want the refund 

  
  Sincerely,
  
  ***** *******

  Customer response

  01/07/2025

  I received my wine therefore the complaint is closed. I sent an email to the agent advising of this. 

• Initial Complaint

  11/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Splash Wines for a 20-pack of wine, as confirmed in the email receipt I received. The email clearly stated "20 pack * 1" and included an image showing individual wine bottles. However, when the order arrived, it contained only 12 bottles and 3 packs of wine. This did not match the order confirmation details.I contacted Splash Wines customer support to address the issue, but the experience was unacceptable. The representative was rude, kept me on hold for an extended period, and then finally mentioned that the order is correct as the 2 packs are worth 8 bottle of wines and claimed that it is mentioned on their website which i never saw or neither received any details of when the order confirmation was sent to me, they refused to provide any resolution to the problem. Despite their advertised "100% satisfaction guarantee," no options were provided to return, exchange, or refund the order.I have attached supporting documentation, including:The original order confirmation email, which explicitly shows "20 pack * 1" and includes an image of individual wine bottles.Details of the actual order received, which consisted of only 12 bottles and 3 boxes for covering the rest of 8 bottles.The product I received does not align with what was confirmed in my email receipt, and I am extremely disappointed with both the order fulfillment and the lack of professionalism in addressing the matter.Desired Resolution I am seeking one of the following resolutions:A full refund for the order, as the product I received did not match the confirmation details.A replacement order that aligns with the original confirmation of "20 pack * 1," as shown in my attached email receipt.I also request that Splash Wines improve their customer service practices to ensure issues like this are handled respectfully and appropriately.

  Business response

  11/30/2024

  Upon responding to this complaint, I see that our concierge had already explained to the customer that the products they have received match what they have ordered on our online store. The promo name or order name was "ONE DAY ONLY: $4.99 20-Pack" all reds. On our website (************************************************************************************************), it says, "Each Order Includes 12 750 ML bottles and 2 3-liter boxes to make 20 bottles worth of wine!' The customer only concentrated on the word "*******" and misunderstood it. The 20-pack includes 12 bottles of 750ml assorted bottles of 6 reds x 2, then 2 boxes of 3-liters equivalent to 6 liters of wine divided into 750ml, which will consist of 8 bottles of wine in 750ml to make it 20 bottles as a pack. The customer was confused because he only based his order on the image shown in the email confirmation he received, that the picture was not clear and cut-off, and he claims that we did not inform him and that we changed our website description to win one complaint. If we cross-reference our website to what he received in the packing slip, it clearly shows 6x2 bottles of 750 ml, then 2 3-liter boxes, which will be equivalent to 8 bottles in 750 ml, so the total is 20 as a pack. Please see the following files attached.
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I would like to file a formal complaint against Splash Wines. I like others who have complained before me am constantly receiving spam emails from this company and their affiliates *********************** Annuity Plans, CarShield Plans, and other strange ones.) I know it's the same company because the emails are all similar, just different content. I have never ordered from Splash Wines so I do not know how they got my email. It is constant and harassing to receive this unwanted junk all of the time. I am unable to block these emails, as the email address always is different. I want my email taken OFF of this list.

  Business response

  04/24/2024

  Hi *****, 

   

  Thank you for reaching out. I apologize, as I am not familiar with what affiliate would be associated with those companies. I did reach out to my third party department to see if this is where the emails were coming from, and I requested a global suppression of your email, so if that is indeed the source, those emails should stop soon. 

  We apologize for any trouble this has caused, and again, we hope that this resolves it, but if it does not, then the emails are not associated with our third party. 

  Best, 

  Hunter

  Customer response

  04/26/2024

  I am still receiving email from Splash Wines and their 3rd parties. Apparently my email was not taken off of their soliciting list.

  Customer response

  04/29/2024

   
  Complaint: 21613768
  
  I am rejecting this response because: When I provided additional updated information, this business response was a copy/paste of the original one, word for word. Spam emails have actually increased since I filed a complaint! What legitimate business harasses people with spam? Such shady business practices should be outlawed. I do not believe that an attempt to remove my  email address from 3rd parties was done. The spam keeps pouring in with the same format as the original, just different content. Filing a complaint will get you nowhere.
  
  Sincerely,
  
  *******************************

  Business response

  05/03/2024

  Hello,
  
  I hope this message finds you well.
  
  I understand your concern regarding the emails you've been receiving, and I sincerely apologize for any inconvenience this has caused you. Upon thorough investigation with our third-party company and primary marketing department, it has been confirmed that these emails are not originating from our servers or systems.
  
  While I empathize with your frustration, regrettably, there is little more we can do on our end if the source is external to our organization. Nonetheless, please rest assured that we take your concerns seriously and will continue to monitor the situation closely.
  
  If there's anything else we can assist you with or if you have further questions, please don't hesitate to reach out.
  
  Thank you for your understanding and patience.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fissata Wine and Splash ************ are unauthorizedly charging credit cards, which reflects poorly on their business ethics.An original subscription was with Traveling Vineyard. That company no longer exists; therefore, my information was likely given to this company to continue another subscription.

  Business response

  04/16/2024

  Hello ***,
  
  
  Thank you for getting in touch. I'm sorry for any inconvenience or misunderstanding. We've recently assumed responsibility for Traveling Vineyard subscriptions. While they did send out an email regarding this transition, I understand if it may have been overlooked.
  
  
  I've successfully processed your order cancellation and refund, and your subscription has been discontinued going forward.
  
  
  Should you require any further assistance, feel free to reach out anytime.
  
  
  Wishing you a wonderful day ahead!
  
  
  Warm regards,

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I sent 4 emails asking to stop and cancel my order. No response each time. I did update the website to cancel my order too. At the time of my emails, and canceling it in the website, the order had not shipped and I was not billed. They went ahead and shared my credit card and sent the wine. After the wine was delivered, they finally responded to my emails saying it was too late. I was panning to decline the delivery, however, ***** left the wine on my front porch. No adult signed for it.Splash WInes is now saying I need to pay $22 to ship it back. Their untimely responses should not cost me $22.

  Business response

  03/19/2024

  Hi *****,
  
  
  I checked the system, and I see the order went through on Monday, and your first email to us was on Thursday, at that point the order had already been shipped, so even at that rate, there was not much that we could do to stop the shipment.
  
  
  Even if the shipment was refused, the restocking fee would still remain the same. Again, this is listed in our terms and conditions. I can see that you submitted a BBB review about this, and we will go ahead and pick up the package and return it, and waive the restocking fees, but if this is to occur again, we will be charging the fee.
  
  
  I have requested a call tag on the order, and they usually begin making pick *** the next day. You can leave the shipment outside, and ***** will come by and retrieve it, as soon as it is making its way back to us, we will issue a refund.
  
  
  

  Customer response

  03/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  However. I did send an email on Monday, Tuesday, Wednesday and Thursday with no responses. You did have time.

  Additionally, it is a shame that a company would rather have an issue resolved like this by the BBB than work with the customer directly. I tried working with you. 
  

  I am accepting this offer because I have my money back and never want to hear from Splash Wines ever again.

  Sincerely,
  
  ***********************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased (15) bottles of red wine from SPLASH WINES on 2/17/24. The problem was that I spoke to a SPLASH WINES representative over the phone on TUESDAY 2/20/24 at 9:53 a.m. and he told me the shipment of red wine was being shipped on WEDNESDAY 2/21/24. I emailed SPLASH WINES this morning 2/22/24 and requested a delivery date for the shipment and was told by **** (SPLASH REPRESENTATIVE) that the shipment had not been shipped yet. I emailed LEXI to cancel the order for the shipment of red wines and credit the monies back to me credit card account. **** indicated that she couldn't since the shipment was too far along in the process of shipping. Lexi did not provide me with any ***** tracking information for the shipment!I'm requesting a full refund for the shipment.

  Business response

  02/23/2024

  Hi *******, 

  We certainly understand the frustration surrounding the delay, and we do apologize. We can only provide the best information that we have at the time that you reach out to us, and we did take action to ensure your shipment was shipped out as soon as possible. I can confirm that your order has been shipped, and at the time you inquired for cancelation, it was already being packaged, therefore unable to be canceled without having the order shipped and returned to us. 

  The good news is, is that your order has shipped out, and it is just waiting for a scan with ***** to the first hub, and this tracking number (************) should update later today, if not by tomorrow morning with a delivery date. This is coming from our warehouse in NY, so the turn around time should be pretty quick. I imagine that the shipment should be arriving by tomorrow or Sunday, but that will update as soon as they have an estimated delivery date. 

  Customer response

  02/23/2024

   
  Complaint: 21331545
  
  I am rejecting this response because: Splash Wines was unable to ship out the 15 bottles of red wine on a timely basis. It should not take 4 days to actually ship the product from your warehouse in ******** plus the actual shipping time of (2) business days by ***** which would make it (6) days. I didn't include the actual order date which was late SATURDAY, then the total number of days would have been (7) days. Again, please provide me with a full refund.

  
  
  Sincerely,
  
  *******************************

  Business response

  02/28/2024

  We apologize for the **************************. I see your order has already been delivered and pick up from the ***** location, so we cannot issue a refund at this time. 

  Customer response

  03/05/2024

  *******,

  I have a little more information. Splash Wines may be having a serious problem delivering to customers since they acquired - Wine Awesomeness.

  BOTH COMPANIES HAVE THE FOLLOWING ADDRESS BUT SPLASH WINES HAS NOT INDICATED THAT FACT TO CURRENT CUSTOMERS OVER THE INTERNET.

  I did a little fact check and found out that Wine Awesomeness has a mailing address of - *********************************************************. ***** and ******************** has a mailing address of -

  ********************************************************************. *****.

  This is not an ethical business practice if I had only known before I placed my order on the Splash Wines internet website - THE ***** WOULD HAVE NEVER BEEN PLACED.

  Again, I'm requesting a full request from Splash Wines.

  I'm mailing the hard copies of both of the wine companies addresses to you at your office to file with my complaint # ********.

  Thank you,

  **********************************
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company sends me spam about 25 times a day. I never signed up for email from them. I do not want email from them. There is no way to stop the emails from coming. The links in the emails do not work and the return addresses are different for every email.

  Business response

  12/06/2023

  Good afternoon,
  
  
  Thank you for your email and I apologize for any offense. I took a look in my system and I was unable to locate your email address. So I believe you may have been receiving promotions from a third party firm that we work with. From my understanding, the unsubscribe process can take up to 10 days until they are discontinued. I went ahead and reached out to them directly to expedite your unsubscribe request.
  
  
  Please do not hesitate to let me know if you have any questions and have a great day.

  Customer response

  12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Maybe they should consider using an email marketing firm that does not spam people to get their message across.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  We ordered two boxes of wine, 15 bottles per box. One box is mixed and one box was specifically ordered "All Red". When our order arrived there was a larger box and a smaller box. When I called the business I asked if they had a 15 count box, they said yes, They said it was "Easier for them" to ship an 18 count box and a 12 count box with both mixed wines. We believe we received a 15 count box and a 12 count box and both mixed wines. These were two different Christmas gifts, so going off the info labels we assumed the smaller box was all red, but after we drove the package to PA from ****, when that box was opened, it wasn't 15 bottles of red but 12 bottles of mixed wine. So, our daughter was disappointed because "Splash Wines" had a convenience with packaging and shipping their order. Our online order was specific as two boxes of 15 bottles of wine, one box mixed and one box "All Red". We called Splash Wines on 1-5-22 with our ******. We offered to correct the problem they could send our daughter the four bottles of red wine, and she could then return the white bottles back to them,but the company refused. My wife has been a long-time customer of ******************** and that doesn't seem to matter in this situation.

  Business response

  01/06/2023

  the cases purchased were delivered and received, all items are accounted for. We apologize that the boxes were not reviewed before they were gifted, but all bottles purchased were received. 

  Customer response

  01/16/2023

  In my complaint #******** I asked for a simple resolution. The order that we put in online "WAS NOT WHAT WE RECEIVED". Our only agreement is for Splash Wines to correct their online order with the simple solution in the complaint.
   Send out the four bottles of "RED WINE" that we ordered and paid for to our daughter's address listed in the complaint.
   We have been a long time customer with this company and expect them to make our order "ALREADY PAID FOR" correct, Thanks for your help, ******** Clock 
  

  
  

• Initial Complaint

  07/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my account and someone on your team took the liberty of resigning me up without my permission I canceled my subscription was very unhappy with the wine and got the canceled confirmation! I received the same case twice the issue was never corrected and I guess whoever was handling never followed though and also resigned me up without my permission making my bank account go under and me get fined ! I am beyond upset !

  Business response

  07/11/2022

  Thank you for reaching out! We apologize for the trouble and we appreciate you contacting us, this was just a confusing situation so our reps made a mistake in changing the subscription. Our apologies, but I see you called this morning and we got it all squared away. We are available via email and phone anytime you need us. 

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is based on a fraudulent scheme and has been spamming me for months at a rate of about 20 emails a day. I spoke to a woman called ******** ******** and "******." After I spoke to "Hunter," the spam stopped for about 24 hours, then it started full power again this morning. ******** did disclose to me that they signed up with https://www.w-4.ch/de/ -- that is an outfit that helps people set up drop shipment companies and then spams the whole world for them to find people who are stupid enough to buy. As I am writing this, another spam email just came in: "Blowout Sale 71% OFF: 15 Bottles of Wine If you do not wish to receive future messages click here to hault Splash Wine | ******************************************************************* *****."I am at a loss how to stop their spam.

  Business response

  04/25/2022

  Hi ****, can you please forward me an email that you are receiving? I will send it over to the team and see if they are the source of it. I can be reached at *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩