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Snooth User: jjjclark

Lot 18 customer service

Posted by jjjclark, Sep 20, 2013.

Anyone having trouble getting Lot 18 to reply to emails or phone calls?

I'm waiting a week on my first email, five days on the second, and a half-day on a phone message.

I've dropped just shy of $5000 with them in two years and contacted them about replacing a bad bottle (first one, ever).

I am disconcerted.  Is this typical?


Reply by Gregory Dal Piaz, Sep 25, 2013.

I have no idea but besides sharing an office a few years ago we don't have any additional connection to Lot 18.

Having said that, your experience sucks and I'm sorry you've received such poor customer service after spending a significant sum over two years. I hope they can get their act together and take care of you.

I would love to hear any follow up if they sort out your issue, or don't.

Reply by jjjclark, Sep 25, 2013.

Ten days after the first contact (yesterday), I did get an email promising to set things right.  Its brief tone of apology failed to match my sense of offense, but it's something.  One result:  I've begun ordering from WTSO and increased purchases from local retailers.  I can't say if I'll order from Lot 18 again if I have the continued sense that they'll ignore me for so long if there's another problem.  Still, they have at last responded, and that leaves some room for hope -- I have very much enjoyed the great majority of wines I've bought from them and appreciated the difference their curation has made to me.  But the doubt...

Thanks for your reply.

Reply by jawmail, Dec 5, 2013.

JJJCLARK, I had exactly the lame, slow, unapologetic response as you recently.  I had 3 bottles that were bad, they credited my account only $20, about 1/3 of what it cost.  And the kicker, no aplogy.   #Good by Lot18.  Hello Wall Street Journal Wine.

Reply by jjjclark, Dec 5, 2013.

I read about their difficulties after my episode and note a distinct reduction in the quantity of their offerings.  Now that I've been satisfied by them with regard to the bad bottle, I still examine their site from time to time, but I don't foresee the kind of regular ordering I'd done in the past -- if, indeed, I order at all. 

Lot18 was a very good source of some very nice wines for a few years, and I hope to see them return to their former level.

Reply by jawmail, Dec 5, 2013.

Yes it's unfortunate.  It's like dealing with children.   Like you I've bought a lot of wine from them, $2000 worth over 8 months.  Now, there's no way I will ever buy another bottle from them.  This is straight off their website, so untrue:

4. Lot18 100% Satisfaction Guarantee

We want you to be 100% satisfied with your wine, glassware, or other merchandise purchase. If ever you are dissatisfied with any product you receive from us, just call us at 1-855-My-Lot18 and we’ll either replace it or provide you with a full credit toward your next purchase.


5. Return Policy for Damaged Product

In the event that you should have a broken bottle or damaged delivery issue, just call us at 1-855-My-Lot18 within 30 days of delivery. We will work with you to resolve the problem to your complete satisfaction, which may include replacement or a full credit.

Reply by nddave01, Dec 6, 2013.

I just received my first shipment from Lot18 and have a half case coming in a few weeks from the  Tasting Room/Lot 18. I have had no issues and when I wanted to change my order on the half case I received an email response within 12 hours. I am now concerned about continuing to use their services. Are these on-going issues with customer service? 

Reply by David Chambers, Mar 20.

Lot 18 / Tasting Room Bad wine. Bad faith. Bad business.

Numerous bad reviews here:

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