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January 2024 by Jason Hodge
I placed an order for a difficult bottle to obtain in June 2022. I was told it would be available October 2023 for delivery, that was fine. I email September 2023 to schedule the shipment, I'm told it has been moved to January 2024, I'm not happy but I can live with it, this was set to be an investment. I email January 2024 and get told it will now be available in February of 2024. Now, this has become unacceptable. I canceled the order and asked for a refund. I am awaiting confirmation.I'm not sure who handles the logistics and supply at Vinfolio, but this is unacceptable and they really need to reevaluate the process, it's a great way to lose customers.If the logistics and supply are any indication what I am to expect with a refund, this may be a process that eventually works its way to legal action.
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January 2024 by G W.
I used Vinfolio to order nine wines (a few bottles of each) at different times, with a cost totaling in the low 4 digits. These wines were mostly pre-arrivals, so I expected it would take some time to obtain. I deal with online wine companies frequently and have varying experience with them. Vinfolio's customer service is the worst of all of those I deal with. It is nearly impossible to get a response from them. Their phone is never answered, nor are voice mails. Emails are infrequently responded to. When I got a response, it was reasonable and mostly accurate, so I expect that the number of customer service employees is woefully too few for the amount of customer service requests they get. On two occasions, Vinfolio accepted the order with payment and later (months later) I inquired about the status. It took several emails over as many weeks before I got a reply. In both cases they told me they could not fulfill the order. So they had my money and had no way to fulfill the order, but also did not contact me to offer to refund the money. In the first case, after sending an email request for a refund, I received a reply and some time later, a refund of my pre-payment. In the second case, I requested a refund in response to their initial reply. That request went unanswered. After several more attempts to request a refund with no response from Vinfolio, I sent them an email that I was going to pursue a refund through my credit card company. That finally elicited a response and a refund. In summary, I do NOT recommend this wine merchant.
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April 2023 by Ethan Glover
Customer service is proving to be pretty abysmal. Recieved an email 3 days after my order stating that two bottles I ordered are not actually available, it happens, no big deal. The issue is that when trying to call or email about changing the order I get no responses, my time wasted, and still no resolution. Pretty bummed out about the whole experience, first time ordering and I was kind of excited.
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April 2023 by Jimb Vanderbeek
Customer service is proving to be pretty abysmal. Recieved an email 3 days after my order stating that two bottles I ordered are not actually available, it happens, no big deal. The issue is that when trying to call or email about changing the order I get no responses, my time wasted, and still no resolution. Pretty bummed out about the whole experience, first time ordering and I was kind of excited.
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March 2023 by Jim C.
The worst service ever. I believe that they would have never delivered my wine, except for my constant threats, acting out, and other hysterical conduct that began over six months after the wine should have been delivered. Evidently, I finally reached the right person after eight months, because the wind came within days of my contacting her. Would that she had been the first person I talk to rather than the last
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January 2023 by MJL
very average customer service....
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December 2022 by Jordan Thaeler
The customer success was outstanding. Sarah has gone above and beyond expectations, setting reminders and helping alleviate any concerns.
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November 2022 by Dennis G.
Missed Delivery Customer Service Non Existent No communication Can't be trusted to do what They say they're going to do
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October 2022 by Edward O.
Appointed with their customer service had ordered wine off their website after three months they told me they didn't have the wine. Or organization and follow up not helpful
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August 2022 by Paulette Silver
I ordered some very expensive wine for my husband's 70th birthday as a gift. I added the insurance, the first overnight Fed Ex delivery to get here on time for his birthday celebration. I did not get any indication that it had shipped, so I called them directly and they indicated it had not shipped yet (2 days late) and it would get here the day AFTER his birthday. NOT ACCEPTABLE! For a company that deals with such quality wines, they need to do something about their shipping department and communication to customers. I will never purchase wine from them again. Pretty much RUINED our plans...really a huge disappointment for the whole family.
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March 2022 by Loren O.
No follow thru on the part of the team. And a significant lack of expertise. Ordered a 2008 Taittinger in November 2021, delivery in spring. Vinfolio never notified me of delivery and so champagne went to an address I was not at. Vinfolio changed address with FedEx but again never notified me of delivery until I inquired. And then FedEx said it delivered. I was here - it did not. When I expressed concern about the champagne being moved continuously with FedEx m, I was advised no refunds were possible because it was more than 20 years old!! It was a 2008 vintage, released in 2021!! Lots of places online to buy one - I'd recommend a site other than Vinfolio.
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January 2022 by Sergei S.
Awful service. Order was placed 1.5+ month ago and they just sitting on it without any movement. Nothing received
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December 2021 by Robert S.
I am also surprised by the negative reviews. Last year I purchased some vintage champagne and California Cabernet. I arranged to pick it up at the warehouse that they had at the time in San Francisco. Everything went smoothly and the wine was as advertised. I found their online inventory to be accurate.
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October 2021 by Roger Masi
I'm blown away at the negative reviews. First off I find their storage prices on wine very reasonable compared to other facilities. I do think what sets them apart is their customer service. An assistant of mine mistakenly mailed a wine order form to them (vs the actual winery) and Sarah drove on her lunch break to mail the order form back. You just don't get that level of service with other facilities. Also, they have ample offerings of investment grade wine which I find to have less markup from other vendors. I buy hundreds if not thousands of bottles per year and they are a consistent go to. I'd highly recommend.
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October 2021 by Anja Paulley
Peter handled a situation with FedEx very well and I am giving him 4 stars for his excellent service. My advice is that if you are importing wine to Australia you need to be cognizant of the duty that FedEx applies to the import and ensure you are clear what that is, as it changes the cost of the wine somewhat. Thank you Peter for your great service.
