Vivino

Slow delivery and only after prompting via their chatbot. You can’t talk to anyone! – I purchased two French wines nearly a month ago that I thought were interesting as I had been to the villages and experienced their wines. The invoice states as below. "Orders usually process and ship within 2 business days. You will receive tracking information once your order has shipped.” In fact it took 10 days to ship the first wine and only… Read more

after I prompted Vivino via its chatbot that I was waiting for delivery. When I discovered only one wine had been delivered, I registered with the chatbot again and the second box arrived in due course. It has taken nearly three weeks to complete the transaction, even though I was told the wine had been packaged and given tracking numbers. The customer service is slow and it seems they aren’t really interested in completing their transactions. I have ordered wine elsewhere to commercial companies who do seem to want to deliver. I will look to them in future

Was I a victim of “bait and switch” tactics? – I am a first time customer of Vivino Australia. I ordered 3 bottles of a 2020 Shiraz from Vivino at their $35 advertised price. This wine sells for $170 a bottle at the winery’s cellar door. Once the order was processed I received an email stating my order was cancelled “due to insufficient inventory”. When I try to contact Vivino Australia… Read more

by return email I received a reply that their inbox is not monitored. Their is no phone contact and the help and support system crashed when I was writing to complain. I am left wondering why other wine retailers have sufficient inventory of this wine at a higher price but Vivino does not or will not sell the the wine at their advertised price. NOT HAPPY.

No phone contact online customer service abysmal – Online wine buying bigger problem than what it's worth from vivino.com This started when i ordered 6 bottles of expensive wine from Vivino.com online wine merchant over a month ago first of all there is no phone contact although there is a South Australian number ( they won't answer just respond with excuses send texts and email when it's… Read more

convenient for them ) there is a web online customer support by email they take a day or more to reply frustrating to say the least nothing can get done in real time as the issue stretches for more than a week plus

Story goes i had to phone around for 2 days before i completed the wine order as it was in cart i wanted the wine to be sent at a later date due to extreme heat, this time of the year where i live it's 30+ daily the heat effects wine it basically goes off Obviously i can't have the wine shipped in these conditions

I finally was able to get a response from the ANZ Merchant Success Manager that picked up my conversation and phoned me that was able to tell the wine dealer my shipping instruction as this was not to be found in the buying process.

My instruction were not to send the wine until i spoke to the above mentioned person A M S M and instruct the merchant to do so.

Anyway the wine arrived yesterday about 4 weeks after ordering i had not forwarded instructions for the wine to be delivered , they took it on to themselves to ship it unbeknown to me ??

So it's the second day now that i've been trying to get correspondence, get a return address, packing slip to send it back no own answers me only the above mentioned person A M S M has forwarded my concerns to customer support through voice mail ? oh by the way it's been over 30 degrees for the last week that's why i'm sending it back and also the wine was damaged capsule ripped and wine labels and had to be re-boxed

I made the A M S M person aware of the damage, the reply was .... Unfortunately the damage ( Capsules and labels ) to the top isn't the fault of the merchant, it's the fault of the courier ! that's a great customer reassurance. Well that's not my problem i didn't book the courier ??? it's like the customer is in the wrong and their disowning the problem that's a solution is it ?

So now i'm wait until someone contacts me ??? through this experience i'll be hard press to buy form this mob again vivino.com ....on reflection i see incompetence, badly managed, disorganised, no real time customer contact and customer care is virtually non existing and when it does come around it's only one part of the issue and it is days old

Thank God other online wine vendors don't operate like this mob does ( vivino.com ) because it would seem there's not much success here