Please deliver my wine
I am still waiting for the wine I ordered and paid for on 14 Nov12. I ordered the wine for a birthday on 14 Dec. Never arrived. Christmas has come and gone still no wine. The 1300836340 number is never answered. The sales people promised to chase up my order and ring me back twice. They never did. Worst of all I sent an email to the Costumer Service Manager, and like the rest of the staff, did not even acknowledge my concern/complaint. Can you please return my money if you cannot deliver the wine I paid for?
Nobody, including the customer service manager, would even acknowledge any communication
Purchased a living social voucher that said a case of wine would be delivered within 2 weeks and as I needed it for an occaion i purchased it. 5 weeks later the occasion had been and gone and still no wine. I told them I don't want it anymore and to please just give me a refund as I needed to buy a case somewhere else and they agreed. I have been calling them constantly for 3 weeks for a refund which is promised to me but I have never received the refund after 3 weeks having to still call and be put on hold for 20 minutes each time and hassle them for the refund. They promise to call me back which never happens. I got the wine 3 days ago. I already told them I didn't want the wine and just wanted a refund!
Took 5 weeks to deliver.
No Response - not happy
Wine Growers Direct customer service is non existent....so many enquiries with no response. Ring the enquiries line and get no answer but if you ring the sales line you get straight through...but they are not interested. Ist time customer! Tried Australian Wines and they delivered straight away! They have had my money since 10 Nov 2012
No Service - Sales people are lovely but are not interested in fixing any problems
No response, no satisfaction
On October 26 bought a Living Social voucher for 11 Margaret River wines and a bottle of Moet. Arrived on 8 December, only after 2 follow up calls. When it arrived, while the Moet was there, instead of the 11 Margaret River wines were 10 bottles of NZ clean skins. I have emailed both Living Social and WGD but no response from either. When I go to find the WGD website, all I find is reviews such as mine! How can Living Social continue to maintain a relationship with WGD when there are clearly so many dissatisfied customers? And how can WGD not b...e held responsible for such poor service and delivery of product? I will never, ever recommend anyone using either company again. The Moet did arrive... eventually Late delivery, did not deliver on what was advertised.
Non existent service.
I purchased a voucher from Living Social on November 7th. Nothing has been delivered! Emailed Living Social for a refund and was told to phone Wine Growers Direct. Put on hold for ever, no one bothered to answer the call!! The voucher stated 2 weeks delivery. I will be putting this on Facebook if I don't get my wine by 12th December. I can't believe a company could be so bad. I will make sure all my friends are aware of this company so they don't get sucked in.
No contact, no delivery, no refund, no service!
Poor service - avoid
I placed a order via living social website. The wine was advertised as being delivered within 2 weeks. Several phone calls and one month later it arrives.
In the phone calls, the customer service were polite but unable to tell me if my order has been dispatched. Apparently their system did not allow them to do that, then the delay was due to breakages, then due to a change in delivery courier. It goes on. Finally I mentioned trading standards and my wine arrives.
So, despite it arriving, with all the run around
I would never use them again and would notrecommend to anyone.
I phoned WGD today to enquire about a wine order placed 3 months ago that still hasn't arrived. This is the 4th time I've called the company and am assured each time that it will be dispatched within the next few days but there has been no sign of the wine. I've never dealt with a more incompetent company. I spoke to a woman called Mila - who seems to be very active on this site and is very quick to berate anyone who has a bad word to say about WGD. Well Mila, maybe if you spent as much time attending to your customers and doing your job as you...do on this site, then less people would be so pissed off with your company in the first place. I find it extremely offensive to read some of your comments regarding the 'Australian race wanting something for nothing' and customers being 'cheap' because they buy coupons. We don't in fact want something for nothing, we want something that we paid for and something that your company is offering at that price. You see - you're the problem, not us. If anyone reading this is thinking about buying something from this company then don't do it!! It's not worth the hassle and more often than not they don't deliver on what they promise. Poor customer service, goods not delivered
Never recieved my order, so theres money that i'll never see again...
Bought one of the Moet vouchers from our deal. Claimed the order online at the end of June. Have not recieved my moet, have not recieved any notifications or emails about any delays or deliveries from OurDeal or Winegrowers. Tried calling them a handful of times to no avail, also wrote them two emails and no one has responded to either of my emails - I am so dissapointed with the lack of customer service. I contacted Ourdeal several times to chase this up and was told that an order under my name had been signed for and delivered. Which is absol...ute rubbish as no one in my household has signed for any wine, and i Never recieved any notificaitons about delivery or tracking or anything for that matter. I'm sure there are other people out there that have bought the deal with the same name after all over 700 deals were sold..! I've been waiting 2 months for nothing, and have pretty much been robbed of my $69 from OurDeal and WineGrowers and i'll never get my Moet. Everything, poor customer service no one picks up the phone, and no one has responded to the two emails that I have written.
Is anyone there at customer service?
Trying to get someone to answer the phone or respond to emails is like trying to get an interview with the pope.
even though supplying details of order and connote i am still short 12 bottles of wine and despite 4 emails and a 10 minute phone call on hold still no one answered so buyers beware.
most frustrating online company ever had to deal with
this company is just so frustrating to deal with , they are hard to get in contact with , but when you do they give you promises that don't come to fruition, i have had assurances from two of WGD staff employees , [name removed],, and then [name removed] about when my well overdue wine might be delivered each time it goes well past the dates these two people have given me,, still no wine,, I am currently talking to a 3rd person from WGD , that promises that my wine will now be delivered next week,,, i won't hold my breath waiting for it, i a...m begining to doubt i will ever see it. according to my WGD account it was despatched on the 21/06, that's almost 6 weeks ago. Not bad seeing that when i purchased it direct from WGD over the phone i was told it would be delivered within 14 days. To bad i didn't see these posts before i ordered from them,,, poor customer service
Terrible company to deal with. Worst service i have ever known
I ordered 30 bottles of Azure back in April which was offered on a deal of 15 bottles for price of 12. So i duly ordered 2 lots of 15. Got my delivery on 4th of May but found only 24 bottles delivered. Sent an email ,got a reply saying they would look into it and heard nothing. Decided to ring them. Lady on the phone was very pleasant to deal with and promised to send the 6 bottle shortfall. Never arrived. I have since had numerous phone conversations and emailed them several times. What a waste of time, still no sign of the shortfall 4 months ...later and just sick and tired of the constant lies from the staff at Winegrowers direct who tell me each time i ring it is either on the wagon for delivery or is leaving the next day. Worst company i have ever dealt with and still have the cheek to ring me asking for further orders. Come on get your act together. How can you seriously expect repeat orders when your service is diabolical. Terrible service!
Stung by Terms & Conditions
Having read what must be the worst reviews of any company, I think I got away quite lightly. I've done a few transactions with Winegrowers. I had an issue once and they eventually sorted it out. I get called by their sales reps and generally order. One order was for a create of red which had to be the worst red we've ever tasted. When ringing, I'm told I have to prove that there is something wrong e.g oxidised. There is nothing wrong. It is just exceedingly bad wine. The customer service rep just didn't care if I continued business with them or...not. I now find out that other wine direct companies have return policies if you are not 100% satisfied and will not charge you. That's who I am ordering from next. bad return conditions, staff didn't care
Bought this Moet deal through Our Deal. Have been informed by the guy (Ezrer) that called me that they haven't even got the Moet in stock, they need to "upsell" the customers to be able to pay for it. This company is a joke and should be fully investigated by the ACCC. I wouldn't be buying anything from them and saying that they need to send the product before I pay in future. I asked why previous orders took so long and was told that they hadn't paid their courier bill so they were holding it until being paid. What a joke. Andrew Dal Broi is the owner of the business and he is never available to be spoken to.
Everything, they can't pay their bills
Still waiting for the Moet deal through Our Deal - received telephone call last week offering me a 'special deal' only available to those who ordered the Moet but I wasn't prepared to give my credit card details over the phone - I might have been even more 'out of pocket'! Told my order should arrive within the next 3-4 days. Called 1300 number today & told my order should arrive by the end of
the week. Having trouble with 'back orders' What a joke!! They have our money. I wonder if it were C.O.D. would we get our orders sooner? Companies like...
Moet with 11 reds deal
Ordered the Moet with 11 reds deal. They communicated a 2 week wait. Fine. It's now been 5 weeks. They have no idea where my order is. I requested them to send to my address and if not home leave at post office. They didn't do that. It went to freight depot who reckon it went back to WGD. Now WGD don't know where it is. I waited two weeks and have been too-ing and fro-ing with WGD for the last 3 weeks. They always promise to call back within 30 minutes but never do. I'm fed up. Stick to the likes of Dan Murphy's or First who have reasonable deals anyway.
The deal looked good at the time
Customer services, communication, delivery and punctuality are all poor
mInd boggling bad service
We have waited 60 days for wine delivery - this is very disapponting after a succesful first delivery. If you can't deliver ....don't advertise - many requests for explanation have fallen on deaf ears, including many emails & phone calls - final resort is litigation....why do we have to resort to this?? - I have requested a tracking number, but still get the computer generated standard emails - in my opinion "Winegrowers Direct" are an mitigated, unalleviated disaster,
Long delivery. Poor service.
Takes your money. Delivers incorrect cheaper wine instead. BAD customer service.
Got a Our Deal promotion for 2 bottles of Ayala. got delivered 2 bottles of Moët instead, which cost less. After 3 emails and 2 phone calls, there has been no acknowledgement of any of my emails. First phone call, the lady promised the correct wine will be resent. Waited several weeks and nothing. second phone call lady said I needed to return the Moët to them before they will send me my correct wine. Not quite sure why I have to be inconvenienced and spend time returning their wine that they made a mistake of sending to me and also can't under...stand why I wasn't told this in the first phone call. I am making a complaint about them to the ACCC and I urge others to do the same. They deserve to go out of business because their customer service is [censored word removed]. Bad service. Takes your money and does not deliver goods.
Great Quality Wines at excellent value
I recently purchased a case of the Award winning WhipCracker brand chardoonay from WA. Such a high-quality, easy-drinking wine. Perfect for for everyday enjoyment or the special occassion and FOR under $10.00 per bottle. Another great wine from Winegrowers direct. Thanks guys, keep on prodcuing the goods wine for my husband and i to try!!
Award winning, High quality wine for under $10.00 per bottle
a pleasant surprise
I've recently purchased a case of red wine from wine growers direct a company i had never heard of and came reccomended by a friend . Not only was i wrapped when my wine arrived in only 5 days I couldnt believe the quality . I ordered some Olando collection shiraz merlot blend that the salesman had suggested over the phone. I dont usually drink blended wines and I was a little taken back when i was told I had to order 12 bottles but once they arrived and i'd had a bottle with my partner we could not believe the quality for the price we paid ( $...9 per bottle ) . I have now just placed my seccond order and again was pleasantly surprised when I got to speak to the same salesman who sold me the Olando red, needless to say I have taken him up on his next suggestion ( shiraz this time ) and look forward to a speedy delivery . Spoke to the same salesman, inexspensive, unique variety
Lots of 'issues'
I received a courtesy call from winegrowers direct, after using them once before, and ordered a box of mixed reds for $107 and was told a delivery would be 5-7 days. 2 weeks later I had a delivery of white wine, I called they apologised and told me I could pay an extra $90 and keep them, I don't drink white so declined and was told they would collect them and send out the correct order. They colled the whites the next business day. 2 weeks after that I called to see why I hadn't received my order and was told there had been a problem with the o...rder and some of the brands were not in stock until the following week which would mean it would be 2 more weeks! I asked to cancel the order, have my money refunded and close my account and was told that was fine. That was one week ago, so I called today to ask why my money had not been refunded and was told the by the 'supervisor' that she'd been home with sick children and hadnt signed off on the refund, she'll do it today, but the person who does the refunds isn't in today so I won't get it until Tuesday! Highly unacceptable! No offer for a credit or any other goodwill gesture, no courtesy phone calls to advise my order is delayed, just excuses when I chase them. Poor business practises! I will be contacting ACCC next week if no refund is received. I love that they can respond on this site, yet aren't making any apparent changes
Questions & Answers
Having gone through a traumatic experience of having to chase up an undelivered order with WGD, it is sad to say that I am experiencing the very same thing again. I placed an order for 3 dozen wines and only one got delivered. Now I am counting weeks again and still no delivery. I have made 2 follow ups so far, but to date have not had any success.
I only received delivery of my order following intervention by David. So David, here we go again with the same frustrating experience repeating itself.
And it would be appreciated if staff will return calls when they promise to do so.
I am so shocked at the australian consumer and their behaviours. Jumping on line and rubbishing companies who are giving it ago rather than spending their energies trying to get an issue solved. Why rubbish and boycott an established Australian business who are giving it ago. All complaints are about those bloody discount purchases where people want things for nothing. Seriously, how about supporting these guys and giving them a fair go.
Get off your high horse Mila. You are obviously involved with the company somehow. Why would the company offer "those bloody discount purchases" if they can't fulfill the order? It looks like a lot of people have given them a 'fair go" and they have been burnt because of it. You are pretty much the only person that gives good feedback to the company. Get over yourself. I ordered wine from Dan Murphys and had it 2 days later and I am classed as regional Australia. I know who is going to get my business
Thank you Mila. You have convinced me to record a formal complaint and do what I can to prevent anyone else from being conned by this bunch. I shall refer this 'endorsement' to the ACCC so they can investigate whether it is genuine.
Is Winegrowers direct a genuine company?
Winegrowers DirectWine Growers Direct
Winegrowersdirect offices and distribution warehaouse are located in Tullamarine, Victoria. We currently employ 40 staff full time and sell and distribute wine sourced for our Australian farmers, along with some imported product. Our focus is on providing sales avenues for Autralian Farmers directly to the Australian wine consumer, at a fair price for all. Sometimes, as in many businesses, we get it wrong, and it is only through our customers and forums such as this that we can find out what went wrong and are then able to implement processes and procedures to attemp to eliminate the issues. We do apologise if things go wrong and attempt to remedy the issue as soon as we are notified of it. Our main business activities occur through our website and our sales and customer service team here in Tullamarine. Please feel free to contact me directly if you would like any assistance or would like to discuss this or any other issues. Thank you, David Penny, Customer Experience Manager, Winegrowers Direct.
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