VinoGrotto

Hello,

We contacted this customer 4/26/19, the same day the order was originally placed, and informed him that the shipment would be delayed due to insufficient inventory. At that time, we also gave the option to cancel the order and refund him for the total charges amounting to $112.00. He confirmed that he would like to proceed to place his order on backorder to ship once available. His order was shipped out 5/16/19, the same day that this complaint was filed, and was delivered 5/18/19. Please see tracking information below:

Carrier: UPSTracking: ***Tracking Link: ***

Furthermore, a refund of 50% of the order total ($56.00) was provided to the customer for any inconveniences caused by the delay. We did attempt to contact this customer and inform him of the 50% refund but were unable to reach him directly and left a voicemail. I have attached a copy of the customers invoice showing the refund that was processed for the "Delayed Shipment".

We always try our best to be readily available to our customers and even offer multiple options to contact us, including an order status lookup tool on the front page of our website. Unfortunately, in this instance we went back and forth with the customer leaving voicemails, and ultimately this lead to miscommunication and misunderstanding all around. This is not something we regularly experience at our company and moving forward we will be sure to be more attentive to any irregular communications to ensure something like this does not happen again.