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Snooth User: kooju999

Lot18 customer service is bad

Posted by kooju999, Mar 29, 2011.

My wife and I have been happy with lot18.

We placed a lot of orders and they came all in time.

However, when we bought wines from different wineries in same order, only one of them came in.

We found out and tried to reach the customer serice. We only found out e-mail is the only option.

We sent email and did not get any answer for 2 days.

I found their number on our credit card bill and left message and still no answer.

We're very disappointed.


Reply by Philip James, Mar 29, 2011.

Kooju - I'm one of the founders of Lot18, I'll investigate and get back to you shortly. It's 10pm here, so please give me some time to do some digging.


Reply by MeetaK, Mar 30, 2011.

Dear Kooju999 - We're very sorry about your order's delayed shipment.  We've contacted you privately by email explaining the situation and have provided you with a phone number and tracking number.  We sincerely hope you will continue to be a valued customer.  Please don't hesitate to call us or email us if you have any further questions.    Sincerely,  Meeta (Director of Operations, Lot18)

Reply by kooju999, Mar 30, 2011.

This issue has been resolved.

We expected more prompt reply from customer service.

However, we're happy it got resolved.


Reply by MeetaK, Mar 30, 2011.

Thanks, Kooju999. We're always working to improve our processes and we appreciate your feedback.  Sincerely, Meeta

Reply by ichiroll, Jun 7, 2012.

Customer service line is just a voicemail box.  Are you serious?

Didn't realize any company can get away with that.  What are you guys, a mom and pop shop working out of your garage?  Hire a call center already so customers can get help.


Reply by Gregory Dal Piaz, Jun 7, 2012.

Well, us guys are Snooth, a completely different company than Lot18.

We share a founder, Philip James but otherwise are completely unrelated companies.


Reply by JonDerry, Jun 8, 2012.

I handle most of the calls where I work, and mostly let the calls go to voicemail and call back the important people.

Reply by dmcker, Jun 8, 2012.

"I handle most of the calls where I work, and mostly let the calls go to voicemail and call back the important people."


Errrhhh... what customer's not important in retail?

Reply by JonDerry, Jun 8, 2012.

I'm in wholesale...the 20/80 thing, where 20% of clients make up 80% of business is especially true for me. But I agree, different ball game in retail!

Reply by smithdaj54, Jun 8, 2012.

I have to say I've had excellent email service from Lot18.  Had a bad bottle in a two pack and they let me keep the good one and gave me a full credit to my account, or offered a refund.  As they often go through wineries directly for the shipment piece, it's hard to fault them if the winery screws up. 


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