Complain About Wine Insiders - learn how to file a complaint

Good luck getting a quick answer. Here's what you can probably expect.

• Call during off-peak hours, like mid-morning on a Tuesday or Wednesday.
• Have your order number and account details ready before you contact them.
• Be clear and concise. State the problem and exactly what you want (a refund, a replacement, etc.).
• If you're getting nowhere, casually mention you're aware of their 'F' rating on the BBB. It can sometimes light a fire.

If Wine Insiders ignores you or refuses to help, don't give up. Your next move is to escalate it externally. First, make sure you've given them a fair chance to resolve it internally, as most agencies require this.

• Better Business Bureau (BBB): Filing a complaint here is public and companies often respond to protect their reputation. It's not a fast process, but it gets their attention when emails and calls fail.
• Credit Card Chargeback: This is your strongest tool for billing errors or if you paid for wine that never arrived. Contact your bank or credit card company to dispute the charge. This directly impacts their bottom line, so they take it seriously.
• State Attorney General: If you believe you've been a victim of deceptive sales practices, you can file a complaint with your state's Attorney General's office. This is a more formal step for serious issues.

Subject: Formal Complaint: Unresolved Issue with Order #[Order Number]

Hello,

I am writing again to resolve an issue with my recent order, #[Order Number]. My previous attempt to sort this out on [Date] was unsuccessful.

My order arrived with a broken bottle of [Wine Name], which was a huge disappointment. Frankly, having to clean up the sticky mess and then spend my time chasing a resolution for an item I paid for has been incredibly frustrating.

To fix this, I require a replacement for the damaged item to be sent immediately, or a full refund of [Amount of Item] to my original payment method.

If I do not receive a confirmation of this resolution within three business days, I will proceed with a chargeback for the damaged goods and will be filing a formal complaint with the Better Business Bureau.

Thank you for your prompt attention to this matter.

[Your Name]

• Ask for a Supervisor: If the first customer service agent is giving you the runaround, politely but firmly ask to speak to a manager or supervisor. Don't waste time with someone who can't help.
• Go Public on Social Media: Sometimes the fastest response comes from public shaming. Post a polite but firm message on their Facebook or Twitter page. Include your order number. The social media team often has more power to resolve things quickly.
• Get a Reference Number: Never end a call or chat without a ticket or reference number. It's your proof that you contacted them and makes it easier to follow up.
• Try the 'Formal Complaint' Subject Line: One user on a wine forum said they only got a response after emailing info@wineinsiders.com with 'Formal Complaint' in the subject, after the regular support channels ignored them.

Tired of waiting on hold with Wine Insiders, only to be told your damaged shipment is 'under review'? Sound familiar? The endless email chains and repeating your order number to three different people is exhausting. Pine AI handles the frustrating back-and-forth for you. We manage the complaint, follow up persistently, and work to get you the resolution you deserve without you having to lift another finger. No more hold music. Seriously. Let us take it from here.