Vivino

Hi, Thank you for taking the time to share your experience. We’re truly sorry to hear things didn’t go as expected. We aim to deliver a great experience with every order, and it’s clear we missed the mark this time. Please be assured that our logistics partners carefully monitor weather conditions at the time of packing. If temperatures are deemed too risky, the order is automatically put on hold until conditions are safe to prevent any potential damage. So we can investigate what happened and find the best solution for you, please contact our Vivino Support team directly including your order number and a reference to this review. The best ways to reach us are: - On the Vivino App: Go to your Profile > Settings > Help & Support. - On the Vivino Website: Visit vivino.com/contact and our support chat will open automatically Our virtual assistant, Vivian, can often provide instant solutions or will connect you with a live agent if needed. We look forward to the opportunity to make this right for you! Kind regards, Vivino | Customer Support

Hi, We're so sorry your order is taking longer than expected to arrive, we know it can be so frustrating when you are looking forward to tasting your new purchase and it's not yet there. Delays can be frustrating, so we will reach out to you by email so we can follow up with more tailored support and help resolve this quickly. Thank you for your patience, we hope your wine reaches you very soon! Kind regards, Vivino | Customer Support

Hi Dean, Thank you for taking the time to share your feedback with us. We’re sorry to hear that our service did not meet your expectations. We would like to help you as best we can. To allow our team to investigate what happened and find the best possible solution for you, please contact our Vivino Support team directly. The best ways to reach us are: On the Vivino App: Go to Profile > Settings > Help & Support On the Vivino Website: Visit vivino.com/contact and our support chat will open automatically Our virtual assistant, Vivian, may be able to provide an instant solution, or connect you with a live agent if further assistance is needed. Kind regards, Vivino | Customer Support

Hi Josef, Thank you for bringing this to our attention, we're truly sorry that your order was damaged in transit and you only received 4/6 bottles. Despite all our efforts, wine remains a fragile product and can sometimes break in transit. While such incidents are rare, we understand how disappointing this must have been. We reviewed your interaction with our Customer Service team and we are glad to see they have already provided you with a solution and the issue has been resolved. We appreciate your patience and hope your next Vivino experience is seamless from start to sip! Kind regards, Vivino | Customer Support

Hi David, Thank you for your feedback, and we’re sorry for the inconvenience caused. We reviewed your order and can confirm that it was still within the estimated delivery timeframe. Please note that delivery times may vary depending on the fulfilment partner. The best way to check the expected delivery window is to refer to the estimated timeframe displayed under the green “Add to Cart” button on the product page. For the wines you ordered, the estimated delivery time is approximately 10 to 15 days. Please also note that orders placed with Decántalo are shipped from Spain, which can result in longer transit times for deliveries to the UK. As you already contacted our Customer Support team and requested to cancel the order, we can now confirm that your order has been successfully canceled. We hope to provide you with a better experience in the future and would appreciate the opportunity to welcome you back to Vivino. Best regards, Vivino | Customer Support

Hi James, Thank you for your feedback, and we’re sorry for any inconvenience with your order. We reviewed your order and can confirm that it is still within the estimated delivery timeframe. Please note that delivery times may vary depending on the fulfilment partner. The best way to set expectations correctly is to refer to the estimated delivery timeframe displayed under the green “Add to Cart” button. For the wines you ordered, delivery usually takes around 10 to 15 days, so your order should be with you soon. Please also note that orders placed with Decantalo are shipped from Spain, which can result in longer transit times for deliveries to the UK. Tracking will be updated as soon as the parcel is released from customs. We understand that waiting can feel longer when you are looking forward to a special order, but please rest assured that your shipment is progressing as planned. We’ve also sent you an email with the latest tracking information, and we remain available if you need any further support. Thank you for your patience — we hope your wine arrives soon! Best regards, Vivino | Customer Support

Hi Eveline, Thank you for sharing your experience, we’re sorry to hear you haven't received your order reported delivered on 29/07. We replied to your inquiry via email on 31/07, but it's possible our message may have landed in your spam or promotions folder by mistake. Just in case, we're also following up with another email after seeing your review, to make sure you're fully supported. We'll be looking forward to your reply so we can continue assisting you and resolve this as soon as possible. Kind regards, Vivino | Customer Support

Hi Freek, Thank you for bringing this matter to our attention, we’re truly sorry that you received the wrong wine. These mix-ups are rare, but they can happen from time to time due to logistical or packing errors. We understand how frustrating it is when your order isn’t quite what you expected, and we’re here to help. Our team will reach out to you via email so we can sort this out as swiftly as possible. We’re committed to resolving this, and appreciate your patience while we do. Kind regards, Vivino | Customer Support