Getting Refund From Virgin Wines

marello

Hey All,

A while ago I ordered a crate of wine from Virgin Wines, who offer a 100% money back guarantee.

I had a few bottles from the case and they were consistantly awful, worse than tesco value cooking wine but a lot more costly. Virgin Wines got me to the list the bottles I had consumed and immediately refunded me for them (great) then specified a date for the courrier to collect the remaining un opened wine.

The courrier didn't show. I emailed and they arranged a new date.

I was in the shower when the doorbell rang, I didn't answer as I live alone. I contacted customer services querying whether the courrier could arrive so early and they said that the collection could be anywhere between 7am-7pm (they'd not told me this before) and they'd get back to me with another date.

The next day (Saturday) I was trying to have a lie in as I am recovering from surgery, I also can't move quickly. My intercom was rung incessantly but by the time I got to it the driver had gone. I hadn't been notified of another collection attempt and I was very upset that I had been denied extra sleep due to being ill.

I'm currently arguing with the customer service department as they say they're unable to specify a narrower window than 12 hours (I've now returned to work from sick leave). I've explained to them I can't leave the wine outside as I live in a block of flats above a shopping centre (risk of theft).

I can understand that they're not obliged to do this as whilst the wine is awful quality it's not technically "broken". Does anyone have any suggestions of how I can plead my case?

Hintza

I've always found Virgin Wines to have great quality wines. We took a case a quarter for a number of years.

It sounds as if they have made reasonable steps to collect the wine. Why not just enjoy the wine or give to friends when you go for dinner.

McKneff

Just give them to your mates for Christmas or if youre feeling charitable give them to a charity to raffle.

hc25036

Hintza wrote: »

I've always found Virgin Wines to have great quality wines. We took a case a quarter for a number of years.

It sounds as if they have made reasonable steps to collect the wine. Why not just enjoy the wine or give to friends when you go for dinner.

Agreed - we get 90% of our wine from Virgin (often from their auctions) and have had no more than two or three dodgy bottles plus a couple of wrong bottles delivered in ten years or so. Every time it was sorted efficiently, usually with some kind of gesture(eg keeping the wrong bottles as well as getting replacements).

arcon5

Op can't start giving them away because she has been refunded for them and they belong to Virgin.

They should be able to add special instructions to the collection request. Alternatively you could drop the parcel of at the couriers depot or return them to Virgin at your expense via the PO.

McKneff

Sorry Arcon, missed the bit where the op had been refunded,

That'll larn me not to skim read eh!!!!

sekrapa

Only refunded for the bottles that were awful. A full refund would be issued once the rest were returned.

They have taken steps to try to get the wine. Why not leave them with someone and tell Virgin to collect them there, or take them to work and have them collected there? Or alternatively, give them out to friends/enemies/charity?

melbell

I think you are being unreasonable here theyve attempted to collect and you have failed on both occassions. I wish companies would charge for such failures. such as £15 per failed collection due to a customer.