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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?

Replies

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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.

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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.

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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.

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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.

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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.

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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? 


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