| Information |
Why it matters |
| Member number |
Locates Wine Club account |
| Account email or phone |
Helps Member Services verify account |
| Membership type |
Identifies Variety, Red, White, Sweet, bottle count, or delivery |
| Pickup restaurant |
Determines local inventory and Tasting Room issue |
| Charge date and amount |
Supports billing review |
| Cancellation email or confirmation |
Shows request and status |
| Fourth Tuesday billing month |
Matches official billing cadence |
| Wine month |
Identifies Wine of the Month issue |
| Tracking number |
Supports quarterly delivery complaints |
| Bottle photos |
Supports damage or wrong wine issue |
| Reward/points screenshot |
Supports rewards complaint |
| Gift recipient details |
Supports gift membership review |
| Support thread |
Shows what Cooper's Hawk already decided |
For billing complaints, lead with member number and charge date. For pickup complaints, lead with location and wine month.
Membership Cancellation and Billing Complaints
Cooper's Hawk's FAQ says membership is month-to-month and members can cancel any time by calling Member & Guest Services. It also says cancellation can be done in any Tasting Room location or by contacting Member Services at memberservices@chwinery.com or 708-215-5674.
The FAQ says membership charges are reflected on the fourth Tuesday of each month unless otherwise communicated. The terms say fees for club memberships and associated charges are automatically billed to the customer's credit card. For pickup membership, fees are charged on the fourth Tuesday of the month preceding the month when the wine is available for pickup.
Use this table:
| Cancellation issue |
Complaint focus |
| Need to cancel |
Use Tasting Room, email, or phone |
| Canceled in person |
Ask for written confirmation |
| Canceled by email |
Keep sent email and reply |
| Canceled by phone |
Keep date, time, and representative name if provided |
| Charge after cancellation |
Compare cancellation proof with billing date |
| Multiple memberships |
Confirm every active membership under account |
| Reactivation issue |
Ask whether original member number and points were restored |
Ask Member Services to confirm final membership status and whether any upcoming wine or quarterly shipment remains scheduled.
Pickup, Wine of the Month, and Substitution Complaints
Cooper's Hawk's FAQ says Wine of the Month is available starting on the fourth Tuesday of the prior month. For example, February wine is available on the fourth Tuesday of January. Members may pick up the wine during and after the month based on available inventory. If the Wine of the Month is out of inventory at a restaurant location, members can select other wines from the wine list, with swap options based on membership type and exclusions or upcharges applying for some wines.
Use this table:
| Pickup issue |
Evidence |
| Wine unavailable |
Location, date, wine month |
| Swap dispute |
Membership type, substitute offered, upcharge |
| Picked up wrong bottle |
Receipt and bottle photo |
| Could not pick up at joined location |
FAQ says pickup is available at 70+ locations |
| Wine held too short |
Date, location, inventory response |
| Tasting benefit issue |
Membership type and date |
| Monthly Lux Upgrade issue |
Three-bottle membership and wine selected |
Ask the restaurant or Member Services to confirm the available substitute and whether an upcharge applies.
Quarterly Delivery and Alcohol Shipping Complaints
Cooper's Hawk's FAQ says a quarterly Delivery Wine Club option is available in select states. Customers choosing delivery are billed quarterly and receive three wines quarterly. The FAQ says shipments are scheduled to arrive 2-3 weeks from the process date of the Wine Club fee, and the delivery option is available only in select states.
Use this table:
| Delivery issue |
Evidence |
| Shipment not received |
Tracking and shipping address |
| Delivery state not eligible |
Destination state and membership type |
| Package returned |
Carrier status and address |
| Adult-signature issue |
Tracking and delivery attempts |
| Damaged bottle |
Photos of box, bottle, and label |
| Missing bottle |
Shipment contents and membership type |
| Warm-weather concern |
Tracking, delivery date, bottle condition |
Wine delivery is subject to alcohol shipping rules and carrier requirements. If a shipment cannot be completed, ask Member Services whether the remedy is reshipment, pickup conversion, substitution, or written explanation.
Rewards, Member Benefits, and Event Complaints
Cooper's Hawk's Wine Club page says members can earn points, with 350 points equaling a $25 dining reward automatically loaded to the account. Qualified spend includes dining, carryout, retail wine, and retail purchases in the Tasting Room, and excludes membership fees, gift memberships, travel, and event ticket purchases.
The FAQ says birthday rewards are issued one month before the birthday and expire one month after the birthday. Two-bottle members receive complimentary monthly wine tastings for two, with about 30 days to use tastings. Three-bottle members receive a monthly Lux Upgrade benefit.
Use this table:
| Benefit issue |
Evidence |
| Missing points |
Receipt, account, transaction date |
| Birthday reward missing |
Birthday month and account screenshot |
| Tasting benefit issue |
Membership type and visit date |
| Lux Upgrade issue |
Membership type and wine selected |
| Discount not applied |
Receipt and qualifying purchase |
| Event ticket issue |
Event, reservation, receipt |
| Wine trip/experience issue |
Reservation, deposit, policy |
Cooper's Hawk terms say Member Services must be notified within 90 days of the original transaction for issues or discrepancies regarding membership benefits.
Gift Memberships, Member Cards, and Account Changes
Gift memberships, secondary members, member cards, and account profile changes can create separate complaint paths. Cooper's Hawk terms say customers can disable Member Signature for transactions and update or remove secondary members by updating the account profile or calling Member Services. Updating or removing secondary members may require a new member account number and new cards.
For account complaints, include:
| Issue |
Evidence |
| Gift membership billing |
Gift term, purchaser, recipient |
| Secondary member issue |
Account, secondary member details |
| Member card lost |
Member number and card issue |
| Member Signature issue |
Account profile setting and transaction |
| Points after reactivation |
Original member number and reactivation |
| Account change not saved |
Before/after screenshots |
If a member card is lost or used improperly, notify Member Services quickly and keep a record of the request.
Refunds, Exchanges, and Return Policy
Cooper's Hawk Wine Club terms say all fees charged, including gift memberships, are non-refundable except as expressly stated in the terms. The Cooper's Hawk online shop return policy separately says requests for exchange or refund must be completed within 60 days of purchase and gives Member & Guest Services at 888-440-WINE for shop purchase support.
Use this table:
| Refund/exchange issue |
Best route |
| Wine Club fee |
Member Services and Wine Club terms |
| Gift membership fee |
Member Services and gift terms |
| Online shop purchase |
Shop return policy and 888-440-WINE |
| Damaged wine |
Member Services with photos |
| Wrong bottle |
Member Services with receipt and photo |
| Event purchase |
Event policy and Member Services |
Ask support to confirm whether the issue belongs to Wine Club terms, restaurant/location handling, quarterly delivery, or online shop return policy.
Privacy, Marketing, and Account Data
Cooper's Hawk account data may include membership records, dining rewards, points, payment, secondary members, gift recipients, reservations, event purchases, and marketing preferences. Privacy requests should be handled separately from open billing or wine pickup disputes.
Common requests include:
| Request |
What to include |
| Access request |
Account email, member number, request scope |
| Deletion request |
Account email, active membership status |
| Correction request |
Current and corrected account details |
| Marketing opt-out |
Email or phone number and message type |
| Points/reward history |
Member number and date range |
| Secondary member correction |
Current and corrected details |
| Account security |
Date noticed and account activity |
Save cancellation proof, receipts, rewards records, and support messages before requesting deletion if the complaint depends on those records.
When to Escalate Beyond Cooper's Hawk
| Situation |
Escalation path |
Notes |
| Charge after documented cancellation |
Member Services follow-up, then payment issuer if appropriate |
Include member number and cancellation proof |
| Wine of the Month unavailable |
Restaurant/Tasting Room and Member Services |
Include location and wine month |
| Benefit discrepancy |
Member Services within 90 days of transaction |
Terms say issues should be reported within 90 days |
| Delivery state issue |
Member Services and alcohol-shipping rules |
Delivery is only available in select states |
| Damaged bottle unresolved |
Member Services follow-up |
Include photos and shipment/pickup details |
| Online shop refund issue |
Shop support at 888-440-WINE |
Policy says requests within 60 days |
| Privacy request unresolved |
Cooper's Hawk privacy route, then applicable privacy authority |
Include request date and account email |
Escalation is strongest when it ties one membership, one billing date, one location or shipment, one receipt, and one requested remedy together.
What to Say in a Cooper's Hawk Wine Club Complaint
Use this script:
"I need Cooper's Hawk Wine Club to review a complaint for member [member number/account email]. The issue is [membership cancellation, monthly billing, quarterly delivery, pickup issue, unused Wine of the Month, member rewards, damaged wine, delivery restriction, adult-signature problem, gift membership, event benefit, lost member card, privacy, or support delay]. The relevant details are [membership type, charge date, cancellation date, fourth Tuesday billing month, pickup location, wine month, tracking, bottle, reward transaction, gift recipient, or request date]. I have attached [cancellation email, account screenshot, receipt, tracking, bottle photos, rewards screenshot, gift details, or support thread]. I am requesting [cancellation confirmation, billing review, pickup correction, delivery investigation, replacement review, rewards adjustment, gift correction, privacy response, or written policy explanation]. Please confirm the next step in writing."
Useful follow-up questions:
- "Can you confirm all active Wine Club memberships under my account?"
- "Was my membership billed on the fourth Tuesday for the upcoming wine month?"
- "Was my cancellation recorded before the next charge?"
- "Is Wine of the Month still available at my pickup location?"
- "Does this benefit issue fall within the
90-day reporting window?"
- "Should this issue be handled by Member Services, a Tasting Room, or online shop support?"
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