Wine Talk

Snooth User: dkimball141


Posted by dkimball141, Jan 31, 2011.

Yeah it's been two weeks and I have not received my wine or notice that it has been shipped.  Long story short they finally got back to me saying they are having their "fulfillment house" for an update.


I will not be ordering from them again.


What a fiasco.  The first post I type up had everything in detail- but I lost it by hitting the wrong button.  

So you are just gunna have to take my word for it.




Reply by samdingman, Jan 31, 2011.

Hi David,

We're sorry you've had an unsatisfactory experience with your shipment so far.  I know we spoke on the phone previously, and we will of course be following up to address any further concerns you may have.  



Lot18 Customer Support

Reply by VitaVinifera, Feb 1, 2011.

It's funny how customer support for companies can be hit or miss.  I've ordered twice now from Lot18 and had no issues.  Quick shipping both times with tracking numbers emailed to me.

On the other hand, I have problems with another unrelated reputable online wine company that people constantly rave about.  In fact, I have to call their customer service again for the status of my order.

Reply by dkimball141, Feb 1, 2011.

Same here.  I sent Sam an emailto question my order- he got back to me a three days later- after a second email, the third email I sent him about my order, he answered next day.  

I post here about how bad their service is,  He answers in two hours.


Still no resolve.  He has not contacted me with shipment info or refund.


2nd rate organization.  I'm pretty sure the same people own both websites.

Reply by Philip James, Feb 1, 2011.

DKimball - I'm one of the Founders of Lot18, and am the Founder of Snooth as well. 

Sorry to hear you had a bad experience with Lot18, both in terms of the shipping as well as the customer service. We've grown a lot faster than expected and I know Sam's been working hard to keep up with customer comments and requests. We made an investment recently that has enabled us to keep up with all emails, which are now answered the day they are received. 

Let me look into your specific situation and one of my team will get back to you today with some answers.

Again, sorry for all the frustration. 


Reply by dkimball141, Feb 2, 2011.

"Let me look into your specific situation and one of my team will get back to you today with some answers."


Read more:


Really?  Heard from no one.

Reply by samdingman, Feb 2, 2011.

Dear David, Our sincere apologies once again for the issues you've encountered with your order.  There was a breakdown in communication on our part. We've identified the break and have put in place measures that address it going forward. We'll be reaching out to you with a confirmed tracking number for your order, and we hope that you enjoy your wine when it arrives.  We are of course regretful that you had issues with your order, but are continually working hard to make sure that we always get better at the process, and we hope to earn your business in the future. Thank you, Sam Lot18 Customer Support

Reply by dkimball141, Feb 3, 2011.

An update:  My wine is in the mail.


Thank you.



Reply by dkimball141, Feb 5, 2011.

Was it worth all the trouble? 



Reply by Andrew46, Feb 7, 2011.

After all of that, did they offer you a discount on your next order?

Reply by dkimball141, Feb 8, 2011.

They did offer me a discount but do I want to go though all this again?


I'm not sure..It is tempting.

Reply by Stephen Harvey, Feb 8, 2011.


Give them a chance for redemption, if they fail this time well they can't say you did not give then a fair go

Reply by dkimball141, Feb 11, 2011.

Another update:


Lot 18 shipped my wine and refunded my money for the aggravation.  


This transaction was a royal pain but Lot 18 was making an effort to satisfy their costumers and honestly I was not expecting that at all. 

I appreciate the settlement and I will give them another chance.


Sorry about the thread bump.  I, hopefully, will not have a reason to use this forum for this purpose again.

Reply by Clee Clee, Feb 17, 2011.

For what it's worth, I have now ordered two separate times from Lot 18 -- not only did I find their price to be especially good, but BOTH orders shipped very promptly and each arrived within just days.

I just placed a 3rd order with them.

Reply by mgkeane, Feb 22, 2011.

Well, I'm frustrated because after much fan-fare at start up, and documentation that they'd ship to NJ when I first signed on, NONE of the offers that I've had any interest in (and there have been many) will ship to NJ.

According to "Sam" there have been "some wines" in the past that will ship to NJ, and "may be some in the future".... but this is ludicrous.  I have friends in PA, and Lot 18 won't ship there either.  But I can go online and get the wines from other distributors (yes, more expensive), and they ship right to my home in NJ.

I am utterly disappointed with Lot 18 at this juncture.  I know they "blame" it on NJ and PA for their laws, etc, but if I can get the wines from other distributors without problems, what gives?????

Reply by Gregory Dal Piaz, Feb 22, 2011.

First of all, this is not Lot 18. Snooth and Lot 18 share a founder.

What gives you ask? State's shipping laws. Do you know that it is a felony to ship alcoholic beverages into soe states?


Whle these laws may not always e strictly enforced anyone who ships into these states risks losing their liscense. Wineries reply on those liscences so you might se why they would be reluctant to ship to those states.

I suggest you take a look at this web site for the complete picture of direct to consumer shipping hurdles.


Reply by mgkeane, Feb 22, 2011.

Thanks for the update, Gregory.  I can assure you that I purchase my out-of-state shipped wine from above-board, nationally-known distributors.  I am confident that they (and I) are not committing felonies.

Reply by VitaVinifera, Feb 22, 2011.

NJ prohibits direct shipping of alcohol.  Distributors are not direct shippers.  NJ law prevents the shipping of alcohol directly from producer to consumer (winery to customer).

Reply by Philip James, Feb 22, 2011.

MG - I'm one of the Founders of Lot18, I'm also the Founder of Snooth.

I dont recall any documentation stating that we'd ship to NJ. if you can point me to what you saw I'll investigate.

We work with wineries wherever they are able to ship. The list of states vary, and we dont get to choose where they are licensed.

Thank you


Reply by hhotdog, Feb 22, 2011.

MGK...i have friends in NJ and have heard the same argument dude...they came to the same conclusion about the the laws that prohibit the shipping of alcohol.  i gotta say that NJ has some great deals online in state that you can make the ride and pick up and save the shipping.  my NJ friend has picked up some up for me and when he makes it up my my way and i'm the lucky guy with the savings!!  he's happy to help me out as i pass on the great deals to him!  good luck and keep an eye on NJ locals who have some great deals online with local pick-up.

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