Su Vino Winery

We processed the order for Mr. [redacted] on the 11th of December and placed the Gift Certificate in the mail on the 12th.  We did not promise to provide tracking information on this order as, we at that time sent all Gift Certificates First class and did not include tracking...

information.  In the eight years of mailing Gift Certificates, we have never had a client not receive it. Since this client, we have changed our policy and include tracking information on everything. Additionally, our Gift Certificate program is a physical certificate and our system has no means of voiding a gift certificate, therefore we did not have the means of voiding the one that was sent and sending a new one. If we had and the client finally received both we would have no means of differentiating between the two and therefore would have to honor both. We were in contact with this client on multiple occasions trying to see if a returned envelope would arrive, which has never come. On the 22nd, the client requested a full refund, which we complied with and email him a receipt. It was at this point he became combative and made accusations that our staff had lied to him the entire time, which would not be beneficial to the winery at all, and that he did not think we had or would refund him.  He has since submitted a chargeback to his card and we have confirmed with his credit card company that they can see in their system the refund occurred and on the date we informed the client and have found in our favor and dismissed the chargeback. We try and do everything in our power to make a customer experience with the winery, whether online or on site, go above and beyond their expectations but when a client starts accusing my staff of lying and basically stealing from them, I deemed it best to ensure a full refund was given, which has been confirmed, and move on to more rational customers.

We processed the order for Mr. [redacted] on the 11th of December and placed the Gift Certificate in the mail on the 12th.  We did not promise to provide tracking information on this order as, we at that time sent all Gift Certificates First class and did not include tracking...

information.  In the eight years of mailing Gift Certificates, we have never had a client not receive it. Since this client, we have changed our policy and include tracking information on everything. Additionally, our Gift Certificate program is a physical certificate and our system has no means of voiding a gift certificate, therefore we did not have the means of voiding the one that was sent and sending a new one. If we had and the client finally received both we would have no means of differentiating between the two and therefore would have to honor both. We were in contact with this client on multiple occasions trying to see if a returned envelope would arrive, which has never come. On the 22nd, the client requested a full refund, which we complied with and email him a receipt. It was at this point he became combative and made accusations that our staff had lied to him the entire time, which would not be beneficial to the winery at all, and that he did not think we had or would refund him.  He has since submitted a chargeback to his card and we have confirmed with his credit card company that they can see in their system the refund occurred and on the date we informed the client and have found in our favor and dismissed the chargeback. We try and do everything in our power to make a customer experience with the winery, whether online or on site, go above and beyond their expectations but when a client starts accusing my staff of lying and basically stealing from them, I deemed it best to ensure a full refund was given, which has been confirmed, and move on to more rational customers.