Complaints

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a pre-order in November 2021.I followed up a year later November 2022 and received an emailed response 11/28/2022 from the company apologizing for the delay and offering refund or shipment. I selected shipment as I wanted the item and enjoyed my first order. The company emailed me on 11/29/2022 advising shipment would be made.I followed up via email 1/20/23, 2/22/23, 4/11/23, 6/25/23, and 6/28/23. I also contacted the business via IG 2/24/23 due to no response to emails, 2/25/23 seeking follow up, 3/22/23, 4/11/23 requesting refund, 4/21/23 asking them to please advise, 4/26/23 with my full name as request, 6/17/23 requesting refund, & 6/22/23 requesting refund. The business did not reply via email after November 28, 2022. The business replied via IG on 2/24/23 asking for my order number, 2/25/23 stating they have not forgot about me and they will follow up the next day, 2/26/23 advising they had to delay shipping until the end of the week due to the winter storm happening in ********** and then hours later stating it with be shipped that Friday weather permitting, and 4/23/23 I will talk with customer service tomorrow. Will you provide your full name? Thank you I have heard back although I give my full name in response and reached out since.No further contact or responses have been received from the company since 4/23/23, despite me reaching out four times since 4/23/23, and no product nor refund has been received.

  Business response

  08/15/2023

  I have a cashier check prepared for the customer, but there is an address issue when dropping it off. The carrier has her address (city) as *********, ** not *******, **, which is it?
  

  
  

  Customer response

  08/16/2023

   
  Complaint: 20301405
  
  I am rejecting this response because:
  I needed to be able to respond to the business question. The carrier can use Homestead as the city. Upon receipt of refund I can submit acceptance.

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

  Business response

  08/21/2023

  Hello, 

  I have a cashier check for the customer. Do they not want the check, I'm wanting to confirm their address before sending the check.

  Business response

  08/21/2023

  Hello, 
  
  I have a cashier check for the customer. Do they not want the check, I'm wanting to confirm their address before sending the check.

  I've mailed the customers cashiers check. Tracking number:9505511021853233974245

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Placed an order on December 8, 2022. Received an initial confirmation email that said to expect my order to be delivered by mid January. No further contact was initiated by the business and it's now June of 2023. I've contacted TGG 4-5 times via website contact and never received a response to my order status or refund request. I contacted TGG through their IG in March and finally received a response and excuse of a shipping error. Was promised my item would be reshipped ASAP. But never received my order, or refund and TGG has stopped replying to my IG DMs. I haven't had any contact initiated from them in the 7 months since my order was placed.

  Business response

  07/10/2023

  A check will be mailed to this individual by July 26th.

  Customer response

  07/10/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed my order with Guilty Grape on Dec 3rd 2022! I met them at a black vendor event and in fact met the founders/owners they told me I would have the wine by Christmas. When it didnt come by New Years I reached out was told it would be shipped on January 16th which was shocking! I was told I would have these for Christmas. By feb 1st I hadnt received any tracking or update (mind you Im the one who had to keep reaching out to them) I followed up they took almost 10 days for them to reply then told me it would be sent tomorrow I heard this for 3 tomorrows it was never sent then more recently at the end of February I asked for a refund and suddenly they presented a tracking number! I accessed the tracking to learn its fake!!! They sent something to ******* ( I live in ********!) I say something because the tracking doesnt show anything in detail- its been 3 months and I am no closer to getting what I paid for! I am beyond sickened and disappointed. I have communicated with them over ********************************* a refund. They keep stringing me along telling me its coming but it has not. I believe they took my money and have no intention of providing me with the product.

  Business response

  03/23/2023

  This customer's item was shipped, but *** damaged their items therefore it was returned. She has been notified but she didn't believe us as the returned address was shown when looking up her tracking number and not **. She has been refunded with proof of the label which had her address on it, I even had *** call her to inform her that the package was damaged.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 27, 2021 I placed an order with The Guilty Grape for a wine decanter and glasses set as well as a pre-order for the Cabernet Sauvignon. The order number was #**** and the total was $175.37. I received the wine glasses and decanter set, but never received the bottle of wine (cost of wine was $30). I tried emailing the business 3 times and sent two direct messages on Instagram over the course of a number of months and never received any response from the business. I have asked The Guilty Grape to either send the wine purchase or refund me and neither has happened.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 1, 2021, I placed a pre-order for 3 bottles of the soon to be released Cabernet Sauvignon wine, for $118 including shipping with delivery by the holidays. When not received by December 26, 2021 I sent an inquiry and was told about an unexpected fire and shipments were delayed until the first of the new year. On March 1, of 2022, I sent another inquiry for an update. This response on March 7, 2022 said the accounting department said due to weather-related issues, to allow **** business days, and a confirmation email would be sent. On March 19, 2022, after yet another inquiry, a refund processed by certified check would be received in within the next 5-7 business days. In April of 2022, another inquiry was sent and I got the same information about accounting, was told that credit card information was not kept on file and to complete the authorization form to be refunded. This was May 29, 2022. Then the company stopped responding altogether. An inquiry was sent through social media (Instagram and ********* asking for help and a reply which I received a response saying that I would be contacted by someone on their staff. It is now June 13, 2022 and I have not been contacted by anyone on their staff. I have asked them to either send the wine purchase or refund me, neither has happened.

  Business response

  07/12/2022

   ******** will receive email tracking with a  certified check by Thursday. 

  Customer response

  07/13/2022

   
  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.
  
  Sincerely,
  
  ************************************

*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. ↩