Flaviar

Hi John, Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not meet your expectations. We’d like to clarify that this purchase was made through the Wine-Searcher marketplace, where orders are fulfilled by independent retail partners. While your review has been posted on Flaviar, we understand that your comments relate specifically to your Wine-Searcher order and the experience you had with the retailer. We recognize your disappointment with how your claim was handled, and although we weren’t able to provide the resolution you were hoping for, we appreciate you taking the time to share your perspective. Your feedback has been noted, and we’ll make sure it is passed along to the Wine-Searcher team as well as the retail partner for review. We appreciate your feedback and are always looking for ways to improve the experience for our customers.

Hello there, We’re truly sorry to hear about your experience. We understand how disappointing it must be to wait over a year for your Cask Co-Op shipment only to have it arrive with an issue. We’d really like the opportunity to look into this for you. Please reach out to our Support team via [email protected] and ask to speak with a human support agent. We’ll review your case as quickly as possible and do everything we can to help. Thank you for bringing this to our attention, and we hope to have the chance to make things right.

Hello Dominic, Thank you for sharing your feedback with us. We sincerely apologize for the shipping delays you experienced and that our monthly selections did not live up to your expectations. We recently encountered an unexpected distribution bottleneck with our retail fulfillment network that caused a wave of delivery delays across our subscription cycles, and we suspect this may have impacted your experience. We always want to investigate these issues and make things right, which is why we previously reached out to you request your account details. Because we haven't received that information yet, we are unfortunately unable to locate your profile and look into your specific delivery timeline or subscription history. We take your feedback regarding our bottle curation very seriously and are continuously working to improve the value and variety of our selections. We would love the opportunity to review your account and assist you properly. Please reach out to us directly at [email protected] with your order or account details so our human support team can prioritize your case and help resolve this for you.

Hello Matthew, Thank you so much for taking the time to share your experience with us! We truly appreciate your kind words about our customer support team, we are always happy to help when transit hiccups happen. We completely understand your point about preferring to select your own bottles; everyone's palate is unique, and having that personal control can make a huge difference. We are passing your feedback directly over to our product and curation teams, as we are constantly looking for ways to expand our subscription features and give our members more flexibility in choosing their own bottles down the line. Thank you again for your valuable feedback, and we hope you continue to enjoy your whiskey journey!

Hello Pamela, Thank you for sharing your feedback, and we are incredibly sorry for the poor experience you faced with your order. Receiving the wrong product is entirely unacceptable, and dealing with an AI assistant without a timely human escalation is absolutely not the standard of service we aim to provide. We completely understand why you disputed the charge with your credit card company, and we are glad your financial institution secured that credit for you. To provide some context on our standard compliance protocol for incorrect shipments dictates that we provide a prepaid return label so the physical inventory can be sent back to our retail partner. Because our system requires the items to be returned or in transit before we can process an official update and proceed with a refund, we are unfortunately unable to assist further or process a return file once the bottles have been discarded. Sending that label a month later while you were traveling was a major oversight on our part, and we apologize for the breakdown in timing. We are actively working to make our human support easier to reach so fulfillment errors like this are handled instantly. If you would still like our management team to review your case details, please feel free to reach out to us at [email protected].

Hello Timothy, We apologize for the delay with your June subscription box and the difficulty you had reaching our team. We completely understand your disappointment regarding the lack of clear updates and the difficulty navigating our digital support assistant. Looking at your account, it appears there was an email grouping issue with your mail provider. A human support agent did reply directly to you 12 days ago, but because mail clients often nest messages together, her update was unfortunately missed. To clear up the status of your "Champions of Bourbon" order, our retail network ran into an unexpected distribution delay with the specific bottles curated for this cycle. However, looking at the delivery tracking, we can see that the package was successfully delivered to your address on June 12th. We truly hope everything arrived safely and is to your satisfaction. We take your feedback seriously and are actively working on making our human escalation process smoother and more visible so our members always get the direct support they need. Thank you for your patience throughout this process. If there is anything else we can do to help, or if you need any further assistance with your account, please contact us directly at [email protected].

Hi David, Thank you for calling us out on this. To be completely blunt: you are 100% right, and we deeply apologize for how badly we handled this from start to finish. You ordered a special Bruichladdich release and expected a seamless experience. Instead, you faced a significant shipping delay, received incorrect information regarding UPS’s redirect fees, and experienced a completely unacceptable communication breakdown from our support agent right when you needed help most. That is not the level of service we pride ourselves on, and we completely understand why you are angry. We have been tracking the package and can confirm it is currently on its way back to us. Because of our mistake, we are fast-tracking your full refund immediately. You do not need to wait for the physical bottles to land back at our warehouse for us to initiate this. We are using your review as a strict learning case for our support team to ensure we don't give out incorrect shipping info or leave customers hanging like this again. One of our senior support managers is reaching out to your open email thread right now with your refund confirmation details. We are incredibly sorry for ruining your pre-order experience, but we appreciate you holding us accountable.