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.
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.
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.
MJL
very average customer service....
Jordan Thaeler
The customer success was outstanding. Sarah has gone above and beyond expectations, setting reminders and helping alleviate any concerns.
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.
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.
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.
David Touye
If I could give them 0 stars I would. Vinfolio received 1 star because Peter tried to rectify a horrible situation..........to a point.In a nutshell:- I was told on pick up day of the cellar the process to check the wine into the Vincellar account would take 4-6 weeks due to Covid (took 10-12 weeks to get started)- The on boarding of wine took an additional month and a half.- It took a minimum 3 emails and several phone calls to tell them wine was missing and the on boarding wasn't complete.- Wines were found in different places of the warehouse.- At the end of this nightmare we were still out 10KWhy you ask?Our personal inventory list from February of 2020 showed our numbers were consistent with previous inventories we had taken. Vinfolio said the wines that were unaccounted for never arrived to the warehouse????You be the judge! MONTHS to onboard a cellar / Every step was a failure / Missing wines / No confidence was ever built during this process and communication was non existent.They waived our storage fee and delivered our wine to a different facility .......TWICE because they left wine at warehouse.BUYER BEWARE!!!!!! In my humble opinion I would avoid VINFOLIO at ALL COSTS!!!!!!
Howard Mead
Ordered November 22 with expected ship date of November 25. Now one month later, order still shows only Pending Shipment, and no response to inquiries to Customer Service. Fear that I may have to file a dispute with American Express to get the charge reversed. Avoid.
DO NOT USE THIS WEBSITE...No customer service. ordered a gift card to be delivered online, and it has been 48 hours, no voucher has been received. no one respnds to email, aor answers phone.
Artie Renee Pobjecky
I am very grateful for a wonderful experience working with Searcy Jackson. I look forward to placing another order soon!
Marcus Collins (HELLKITTEN)
Buying rare wine has many forgivable circumstances; from shipping delays to lost shipments. Even the occasional bad bottle can be overlooked, even forgiven if an occasional nuisance. However, I have to leave this review because I have experienced not only the unforgivable, but the downright deplorable.I purchased 3 very rare bottles for upcoming special occasions: a 1985 Groth Reserve for Christmas 2019, a 1997 Caymus Select Reserve for New Year's 2019/20, and a 2010 Opus One for Valentine's Day 2020.All 3 of these bottles were spoiled and undrinkable. More than $1k wasted, but worse, special occasions ruined.After contacting Vinfolio, I was told "so sorry, but we don't guarantee any wine older than 8 years". That's it. End of story.
John S
Really good company with integrity. I bought wine from this company and can vouch that they care about customer experience and making sure you get high quality wine. Will purchase from again.
richard cho
unprofessional customer service. called over four times to follow up my order that was placed 45 days ago. always promised to call back with an answer but noone returned a call. the reps blaming that there is an error on IT department and nothing was being done. no urgency no customer service mindset. btw the order was 17k and I may possibly cancel it. hope the owner of this place reads the google review.
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.
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.
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.
very average customer service....
The customer success was outstanding. Sarah has gone above and beyond expectations, setting reminders and helping alleviate any concerns.
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.
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.
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.
If I could give them 0 stars I would. Vinfolio received 1 star because Peter tried to rectify a horrible situation..........to a point.In a nutshell:- I was told on pick up day of the cellar the process to check the wine into the Vincellar account would take 4-6 weeks due to Covid (took 10-12 weeks to get started)- The on boarding of wine took an additional month and a half.- It took a minimum 3 emails and several phone calls to tell them wine was missing and the on boarding wasn't complete.- Wines were found in different places of the warehouse.- At the end of this nightmare we were still out 10KWhy you ask?Our personal inventory list from February of 2020 showed our numbers were consistent with previous inventories we had taken. Vinfolio said the wines that were unaccounted for never arrived to the warehouse????You be the judge! MONTHS to onboard a cellar / Every step was a failure / Missing wines / No confidence was ever built during this process and communication was non existent.They waived our storage fee and delivered our wine to a different facility .......TWICE because they left wine at warehouse.BUYER BEWARE!!!!!! In my humble opinion I would avoid VINFOLIO at ALL COSTS!!!!!!
Ordered November 22 with expected ship date of November 25. Now one month later, order still shows only Pending Shipment, and no response to inquiries to Customer Service. Fear that I may have to file a dispute with American Express to get the charge reversed. Avoid.
Restaurantji Recommends
DO NOT USE THIS WEBSITE...No customer service. ordered a gift card to be delivered online, and it has been 48 hours, no voucher has been received. no one respnds to email, aor answers phone.
I am very grateful for a wonderful experience working with Searcy Jackson. I look forward to placing another order soon!
Buying rare wine has many forgivable circumstances; from shipping delays to lost shipments. Even the occasional bad bottle can be overlooked, even forgiven if an occasional nuisance. However, I have to leave this review because I have experienced not only the unforgivable, but the downright deplorable.I purchased 3 very rare bottles for upcoming special occasions: a 1985 Groth Reserve for Christmas 2019, a 1997 Caymus Select Reserve for New Year's 2019/20, and a 2010 Opus One for Valentine's Day 2020.All 3 of these bottles were spoiled and undrinkable. More than $1k wasted, but worse, special occasions ruined.After contacting Vinfolio, I was told "so sorry, but we don't guarantee any wine older than 8 years". That's it. End of story.
Really good company with integrity. I bought wine from this company and can vouch that they care about customer experience and making sure you get high quality wine. Will purchase from again.
unprofessional customer service. called over four times to follow up my order that was placed 45 days ago. always promised to call back with an answer but noone returned a call. the reps blaming that there is an error on IT department and nothing was being done. no urgency no customer service mindset. btw the order was 17k and I may possibly cancel it. hope the owner of this place reads the google review.
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