ComplaintsforJanuik Winery

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a former member of Novelty Hill - Januik Winery. After SEVERAL issues with the company in 2022 I cancelled my wine membership and removed my credit card information from my account/their profile. I emailed them on November 14th regarding missing shipments and an account charge and we were able to resolve the issue but I decided to cancel my membership, which I did over the phone on November 14th or November 15th. I went to pay my credit card bill on April 20th and noticed a charge from the winery of $143.00. I went into my account (which is still active for some reason) and verified that my credit card information was no longer showing. Furthermore, they had no record or receipt of any charges since April of 2022 even though I had paid for and received other wine shipments in 2022. The recent charge on April 10th, 2023 did not show up in their records either. I have tried to contact them many times over the past year (2022 and now into 2023) but they are rarely responsive and they are more reactive than anything. Their customer service is horrible and the fact that they charged me for wine even though they do not provide a receipt is incredibly frustrating. I regret ever doing business with them and I am now out $143.00 which I have listed as fraud/theft with my credit card company.

  Business response

  05/10/2023

  This customer was immediately refunded when we received her most recent email. Attached is a receipt for refund and another voided charge in April of this year, 2023. Unfortunately, we have recently come to see that our POS system appears to have developed a glitch with ex-wine club members who update their credit card information post membership cancellation. We do apologize for this. We also apologize for our poor communication. As far as we can discover, there were several responses to emails from our wine club department, but it also appears there were several emails from the filer of this complaint that went unanswered. We have had some personnel changes over the past half year that have resulted in issues, like the aforementioned, and the issues have been addressed with solutions, most notably staffing changes. We are also in contact with the manufacturer of our POS to figure out what is going on with credit card updates. Again, though, we are sorry for the inconveniences and the headache. We regret the fact that the filer of this complaint had to endure hardships in order to shed light on issues happening in our business.

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