This order was a week late and caused a massive headache because the courier didn't ring the bell, delivered to a neighbour who then went away, and left us no note. When we asked Vivino their customer rep was useless and also didn't give us any information about where it had been delivered. It took a week of many messages, escalation and demands for refunds, before they actually told us where they'd hidden the wine!
If any package is permanently lost, you can trust that Vivino won't bother sending you what you paid for. They just told me to wait while they ask the courier for a refund... Any professional retailer would a) have told us where the freaking package was, and b) if they couldn't do that, offer a refund or send us another package immediately. It's like this place is run by kids or something.
In response to Vivino's reply below, no, we spent the holidays chasing this lost package and had zero opportunity to enjoy the wine until the following year, thanks.
Review by Vaneska Ndhali2 months ago
Ordering through Vivino was the worst experience I've ever had. I'm not one to typically complain about things too much, but I received my order in early September. The wine must have leaked during shipping as the bright pink paper mache around the bottle was soaking wet. Its pink color stained the front label.
I immediately submitted a ticket to Vivino to see what could be done about this. For the next several months, I received copy/pasted "waiting for response from merchant" emails nearly every week with no end in site. I did not receive one over the holidays, so I replied back to get hopefully a new update. I received an auto response that my ticket number had been closed. Wow. Who closed it?
It really just feels like they were stringing me along until hopefully I would just go away.
I'm at a lost for words for what else I can do now other than dispute the charge at this point. All I wanted was the bottle of wine available for purchase on their site.
Review by Georgemarie Kucera2 months ago
Have bought from this company a few times before and had good service and on the whole good value wine. Unfortunately if something goes wrong their customer service is non existent. They charged me twice for my last order ( and belatedly have shipped twice) despite only one order being placed and confirmed. It is impossible to contact them to rectify this. Only option available is a phone number for customer support which is an answer machine that is full. Looking at other recent reviews fear they might have overstretched themselves and probably best to avoid them until they sort things out.
Review by Lightsense2 months ago
Unreliable, unprofessional and inept.
I had downloaded and used there app for a couple of weeks and found it helpful. If only I refrained from taking the next step and actually placed orders.
Two orders placed, the first delivery was delayed by days without any update from their customer service team. Finally, I received my order and an emailed apology.
The second order, placed In the lead up to Christmas and funds deducted Immediately However, I’m still waiting for my wine. One week and three unanswered emails later, I tracked down a UK customer service number and after much waiting about the person’s explanation contradicted the information provided via the tracking service. A promise was made to deal with this as a matter of urgency yet I’m still no further forward.
I’ll be approaching my c/c company for a refund and let them deal with Vivino.
Review by Tammilu2 months ago
Has been 5 days since my order, tried to contact them about shipping, and get no response. They were very eager to immediately charge my credit card and take my money, but provide absolutely no customer service. There are too many good options for buying wine, avoid this retailer.
Review by Ders Bleyen2 months ago
Too bad TrustPilot does not allow the upload of photos or images, I have an image of the bad bottle of wine that is worth 2 typed pages.
Trying to return defective product for full refund - since December 18th or 19th.
We have been going back and forth with emails, and latest email stated it would be another 2 weeks before they could complete the process with their vendor.
In the alternative I am now disputing the charge with American Express and submitting a formal complaint to the consumer complaint division of Washington State's AG in the event something can be done from their end.
Given this experience I will be deleting the Vivino app as well, and find another more established one.
Review by Talava2 months ago
There is no way to contact them, I ordered 3 bottles of wine and have recieved none of them. They provide a phone number that goes to a machine which then just puts down, you cannot leave a message. They claim to have delivered 2 bottles, but not to me (if at all)! The other order appears lost and cannot be tracked. Avoid, not worth it!
Review by Yahor2 months ago
FedEx lost my package and Vivino will not refund my money!! I sent them written confirmation that fedex admits that they lost the package and Vivino support keeps saying the package is pending! Horrible customer service! I want my money refunded!!
Review by Janwyn Junksion2 months ago
Don't do business with these people. They don't provide the wine, they're just a middleman and when something goes wrong, they won't advocate for you they just defer to their 'supplier'. I bought six bottles of wine from Vivino that were 'cooked'. Stored improperly and all the bottles leaked. Vivino was of zero assistance other than to offer a coupon for future purchases. I returned the wine and their 'supplier' lied to say they never received the return. Buy from a vendor that stands behind their product and offers customer service. That would be someone other than Vivino.
Review by Sandradai3 months ago
Bought 6 bottles of wine and got charged the amount of $599. Received a shipping notice but only received 2 bottles. I have been emailing and calling them; I sent them photos of the shipment per their request, but all I get is that they are waiting for their partner's response; in this case it is wine.com.
I called wine .com and was told that I have to deal with Vivino. The only response I get from Vivino is thank you for your patience, we are waiting for response from partner merchant. This is ridiculous. This should not take more than an hour to resolve. I will never buy again from Vivino; they have no ability to support their transaction....
Review by AngelaDaz Entervencion3 months ago
Poor communication, their logistics partner is not up for the job.
My first and last order from them
What a disappointment!
Review by Subhecha3 months ago
I had $400 wine sent to a fed ex office since I wouldn’t be home to receive it. However Vivino uses ups so it was sent back I have tried calling the customer service number but I am on hold for up to an hour each time. Is there an email I can use?!
Review by Georgina3 months ago
I ordered bottles of wine and was fully charged. Never received 3 of them and also received 3 of the wrong wines in place of a much more valuable wine. Even after 4 weeks of customer service nothing has been resolved (no refunds, no replacements). They refuse to refund me even though the company Vivino brokered the deal with has agreed that Vivino has messed up and given me all the proof necessary. Calls and emails seem to do nothing as it is just some outsourced office with no actual company backing that keep saying their manager isn't in the office. He/She obviously doesn't exist.
Review by Bethwyn3 months ago
I have had reasonable success with Vivino in the past, but once you need customer service you will be disappointed. I bought 1 Corison and 11 bottles of Worthy wine (mostly to avoid shipping costs and I have enjoyed Worthy 2010), opened one Worthy the night it arrived. Corked/spoiled/nasty vinegar. These things happen. Opened 3 more--all nasty and undrinkable. Emailed them but didn't get a response. Thought that they would trust me on my word having bought many orders of wine from them in the past. Opened the other 7 and they were the same or worse. Clearly not stored properly or tainted at the time of bottling etc. Emailed them again, and waited for their reply regarding refund. Eventual response was that they had to contact their source and get back with me. I said I bought the wine from Vivino, not some other vendor they contract with. Vivino owes me the refund. I would settle for being able to watch them drink the swamp fluid they sent, but nobody deserves that. Another week or so has gone by and I pinged them again. Next response was that I should not have opened them all so they only will refund $150 of the $329. Now I am waiting for a return call. I did call the source vendor and they are trying to advocate on my behalf and find a solution. No problems with them, only Vivino. Summary--Vivino won't stand by their product and are unreasonable to work with.
Why does Vivino require negative reviews and fraud claims with MasterCard before you get service Jackie?
Review by Khyel3 months ago
Ordered wine from this company on the 20th December thinking I would get it in time for my partners birthday on the 1st January. They took my money and then I heard nothing. I eventually had to contact them to see when I may expect my order, although I got a reply saying they would have to contact their merchant who was dealing with this, I found the whole experience extremely poor. Lack of communication being the biggest issue. I eventually got the wine very late in the day on December 31st, however I suspect if I had not chased it up I’d still be waiting. No offer of any form of recompense for the bad service, which in my opinion, should have been offered to perhaps keeping custom. Well not in this case, never again
Review by Vaibhavi3 months ago
Bought a case of Saintsbury Pinot! I’ve had it before and loved it. Case arrived first bottle the cork disintegrated, the wine was ok. Second cork came out ok but the wine was corked! Third bottle cork disintegrated wine corked. I’m still waiting for a call back! Day three of trying!
Review by Faruqui3 months ago
Much of the wine here can be bought for less and delivered in reasonable time rather than two weeks after it was ordered.
As for the 'reviews'?
A.N.Other is highly likely to be marketing the product you are reading about, working for Vivino, or otherwise employed by large scale distributors.
If it didn't all leave such a bad taste in the mouth it would be funny.
Review by Turky4 months ago
Listen people I place a order 4 days ago an it’s not in profile I don’t know who received my money or don’t know where my order is at an it was over 600 dollars stop dealing with this app or the people that run it it’s a joke an I am very mad don’t do business with these thieves
Review by Keranjit4 months ago
If I could give less than one star I would. I ordered a case of wine to be delivered to a friends house as a gift. It was supposed to be delivered in 3-4 business days. Two weeks later, when it still hasn't been shipped, I finally reach a live human being (not an easy task). They tell me that 5 of my bottles are not available, but they never bother to contact me to let me know. They tell me to choose 5 substitute bottles, which I do, but I can't reach anyone to let them know my choices. They don't respond to emails or phone calls. Horrible customer service experience!
Review by Bafford Vojacek4 months ago
Truly bad. Delivery ok. Customer service does not exist. For the last delivery they charged me twice. I have tried to reach out to them by emails, chats, phone calls. No response. Haven’t got a proper reply from them and haven’t got my money back and not any explanation. I would not recommend them.
Review by Hazira4 months ago
I had terrible service from a previous order and they finally tried to resolve it with a 15% off coupon but when I went to make my next order.. the same thing happened. THEN, after I emailed them back twice about ONE bottle out of TWENTY FOUR not being in stock, they canceled my order.. AFTER they had charged my credit card. They would only call during work hours to tell me that one bottle wasn't in stock. I told them twice that they could replace the bottle and charge any increase (which would only have amounted to a few dollars). Now, not only was I unable to use the 15% off, but now, I won't get my wine in time for the holidays and I have to wait however long to get a refund. No one will get back to me... their phone only lets you leave a message, and their customer service won't reply or help.
Received a refund only after filing a formal complaint with the BBB. I have yet to get any response from them. I am appalled at their horrible treatment and inability to own up to their mistakes.
Review by Janesarah4 months ago
Excellent great service and fast delivery I would buy from them again
Review by Montte4 months ago
I placed a Vivino order online (I was not logged in when I placed the order). I got nervous after finding I had no way to track my order and did a quick internet search for reviews of the Vivino wine delivery service. After finding a recent long string of awful reviews here on Trustpilot I was more nervous. An attempt to chat with a Vivino customer service rep confirmed my worst fears.. no response. However, I left the chat session open and within a couple of hours an agent appeared and replied to me once every 15 minutes to half hour. They were able to resolve my tracking issue and my wine arrived at it's destination within 2 days of when I had ordered it (the very earliest possible time in the estimated shipping window). Overall I am satisfied with my Vivino experience. I do not believe they are a scam and would order from them again.
Review by Shyjy Ruuska5 months ago
Vivino sent me an email headlined "Black Friday Takes Dead Aim at The Prisoner!" with a subtext "Under $30 Sharpshooter Hits the Bullseye!" Then 2 prices, each with a strike-out $50 and $32.99, affirming the price is under $30.
I go to place an order using the given code and the price never goes below $32.99.
The chat person wants me to place the order and then contact them with a tracking order number to ask for a "one time courtesy" credit. Courtesy? One time? I didn't want a courtesy. I wanted them to live up to their advertised price, and do so in the checkout. Otherwise Vivino is screwing any customers who don't catch it. And then the courtesy wasn't even a credit for the full difference between the advertised price and what the checkout wanted to charge me. And, why would I trust they would honor that credit promise when their advertising is false and when trust has been eliminated from the transaction.
And, the chat person implied, but didn't say, that i should be happy because the $32.99 price was a 45% discount from retail. We all know their "retail" prices are bogusly high. They probably paid $19.99 and roughly triple that in claiming what the retail price is.
$3/btl isn't a big deal even when applied to 3 bottles. But i learned long ago that "when principle is involved, be deaf to expediency."
I hate it when a company uses false advertising to lure customers to the site only to renege on an offered deal. I wasted 60 minutes on this and had to wait a dozen or minutes between some contacts in chat.
Had to take screenshots and send them to the chat person. It was a frustrating, hassled and disappointing experience.
Don't do business with Vivino. They are a dishonest company.
As an aside, Trustpilot should have 0 (zero) stars, not 1 star, as the lowest number of stars choices.
This is in response to Bernadett from the Vivino Customer Experience team, since I can't figure out how to "reply" directly to her question.
There is no order number to share because I didn't place the order. I didn't place the order because the offered price of "less than $30/btl" never appeared in the checkout process. Did you even read my complaint? Check with "Beth" as she was the person I chatted with.
Review by Urksey5 months ago
This is a great app for wine reviews and pricing info at retail. Ordering and shipping was easy, too. A feature that would be great to add is to list where their recommended wines are in stores near you.