Wine Talk

Snooth User: MJKNH

Problems with Lot18

Posted by MJKNH, Jan 18, 2012.

Hello all,

 

Anyone else having a problem with Lot18? I ordered wine back in mid  Nov/2011, as of today (1/18/12), no wine, no refund, no useful response from Lot18 customer service.

It takes weeks for them to respond to an email, when they do, its a brush off, and they do not respond to voicemail at all.

 

Two months, no wine, no refund, but I get multiple daily emails soliciting futher purchases. Great company, eh?

Replies

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Reply by Andrew Dowen, Jan 18, 2012.

Why do you buy from them anyhow. If you check the prices (cellartracker.com) you will see that there are no bargins at Lot18

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Reply by lfc reds, Jan 18, 2012.

I've ordered a couple times from them without any issue, with quick shipment confirmation and tracking info.

Perhaps the winery or vendor delayed your particular order?  At any rate, there is no excuse for them to take weeks to respond to your email plus not being helpful.

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Reply by Chris Carpita, Jan 18, 2012.

Full disclosure:  I'm a Snooth Employee, and Lot18 shares a founder (Philip James) with Snooth, but we're totally separate companies. Personally I've ordered from Lot18 about seven or eight times, and never had any issues with getting my wine, but I imagine that if they didn't respond to my emails I would be very upset - which email did you use, and did you try using their contact form?  Also, they have a presence on Twitter @lot18 - https://twitter.com/#!/lot18  - and they tend to be very responsive to issues tweeted at their account.  If you're not getting a response within 24-48 hours I would say that's good cause to try other methods of raising the flag.

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Reply by cfossella, Jan 18, 2012.

I order from Lot18 fairly often and have never had a problem.  Once they did a free shipping day the day after I ordered - while the wine I ordered was still live on the site -- and I emailed them asking for my shipping back and they responded immediately refunding my $9.99.

Re:  Cellartracker demonstraing that there are "no bargains" - and I believe you mean winesearcher.com which cellartracker links to - I checked all 8 of Lot18's offerings today as a sanity check.  Four were not found, two were only found at the retail price that Lot18 listed (so Lot18 was, in fact, offering a bargain), and two were found at lower prices elsewhere.

Of those two that were lower priced elsewhere, much of that savings was eaten up by the shipping costs from a random brick and mortar wine store.  And that is basing it on two bottles and a $9.99 Lot18 shipping price, if we do four bottles then the Lot18 shipping goes to zero and the liquor store shipping goes up, in both instances making Lot18 slightly less expensive.

So, worst case, occassionally there will be a wine I pay a few dollars more for on Lot18.  It's well worth it to me to deal with one vendor - and earn whatever loyalty I migh engender with them - partly for the fun of letting them sell me on something new, and partly for the convenience of one touch ordering.

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Reply by derekpoh, Jan 19, 2012.

I ordered from Lot 18 fairly often.  In fact, I ordered a case of certain wine to give as Christmas present to my colleagues.  Since it was less than 14 days before Christmas, I was worried that my order will not arrrived in time so I called them in the morning but no one picked up the phone and I left 2 voicemails.  I was disappointed as by the time I went out for lunch no one called me back yet. Guess what? 2 people from Lot18 called me back in the afternoon and I actually was able to speak to one of them live.  That person was very helpful and actually checked the wine that I wanted to order and assured me that my order will be shipped in time.  I received my order 2 days before the expected delivery date.

BTW, you can always track your order online.

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Reply by CarolineLot18, Jan 21, 2012.

Hello,

I work at Lot18 in the Member Services Department. Please feel free to write in and I will address your issue today. You can contact me through this form:

http://www.lot18.com/contact

If at all possible, please add in the subject that you posted on Snooth so that I know who you are and can address your issue sooner. Thank you, I look forward to assisting you.

Warmly,

Caroline

 

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Reply by Vandyrunnr, Jun 24, 2012.

Hello,

I guess I can share my experience.

I've recently started having some problems with Lot18.  I love the site.  Have ordered probably a dozen or more times from them.  It is quite addictive.  However, I have noticed some major problems with their tracking information.  I've had two separate problems over the past month.  One issue was an order I placed that was never processed.  Customer service relatively quickly fixed this issue and also gave me a $15 credit.  Very unnecessary but appreciated. :)

However, I have an issue with another order...a rather expensive one.  The order was for a mixed Napa half case costing roughly $250.  The order was placed on the first of the month.  I have only received ONE of the wines.  Looking at the shipping/tracking info, the same UPS tracking # is listed 6 different times.  Unfortunately, only one bottle came with that order.  Im hoping they get back to me soon.  I hate being a pest, but when it takes more than a week to respond to an e-mail, I am left with no choice.  All I would need is an e-mail saying "We're working on it!"  I hate being in the dark.

So frustrating. Oh well, life could be worse. :)   

 

 

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Reply by VegasOenophile, Jun 24, 2012.

I haven't had any CS issues when ordering from Lot18 before.  I can say thought that for me, I much prefer InVino.  I have never had a bad bottle from InVino, their shipping is fair enough and you're not required to buy duos or lots which seems to be the direction Lot18 is going.  I want to start with one bottle before I make a further investment and lately, InVino is having some great cellar/estate offerings or pop-up specials with verticals by specific wineries.  Anyone else like InVino? 

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Reply by Vandyrunnr, Jun 25, 2012.

Thanks, Vegas.  Am checking out InVino right now.  Looks good! :) 

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Reply by Eric Tinch, Jun 29, 2012.

I've yet to pull the trigger on either site, but InVino does seem to have much better offerings.  Need to read up on their shipping policy first.

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Reply by Lucha Vino, Jun 30, 2012.

I have purchased from Invino and Lot18.  You need to do some research on pricing to make sure that their "deal" is really the best price you can get.  I have found a few where I could get the same wine for the same price or lower.  Shipping and order processing have been fine with both sites.

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Reply by DZnapa, Jul 2, 2012.

The best of the online wine sites is Wine Access. True quality and not the random no name stuff they conjure up at Lot18. Wine Access to me is the intelligent path to acquire great wines at a great price. Limited but rarely do they put something in the mix that will disappoint.

 

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Reply by Vandyrunnr, Jul 3, 2012.

Well still no response from Lot18 on my order. I'm giving them until the end of the week before I am forced to contact MasterCard. What an annoyance. I know this is the end of my use of Lot18. Too bad. 

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Reply by Snoother 1415723, Nov 27, 2013.

I am in the same boat. Ordered almost a month ago, never received any wine, no response on emails, phone messages. Very, very bad customer service!! I will never recommend or purchase again from this people

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Reply by jawmail, Dec 1, 2013.

Well no response from them in almost a week about some bad bottles in a recent shipment.  I am very very disappointed in this company.  Can you imagine a place like Amazon not responding in a weeks time.  They don't pick up their phone so you can't call.  Other orders from them have gone well, just wait till one goes bad.

 

Edit, well they responded, but only by email.  They refuse to credit me the correct amount.  Can't get a hold of them by phone.  #Good by Lot18.  #Lot18 has terrible customer service.  #Do not order from Lot18.


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