Wine,don't expect to get what you ordered

corsa57

It seems that when you order wine online these days retailers dont send you what you have ordered and then claim that their terms and conditions allow them to substitute different vintages.
My particular experience is with Majestic and Marks & Spencer.
I have now ceased ordering from these two merchants as I am fed up with not getting what I ordered. In fairness both will offer to uplift and refund you if you complain but I just dont think they should be able to send you a substitute for what you ordered without at least asking you first.
I wonder if anyone else is having the same problem with these retailers as I would be interested to hear what you have done about this problem and also is there a merchant that you have found that does deliver your order without making changes.

bod1467

Supermarkets do likewise, with pretty much any product you order. However they DO advise at the point of delivery of what are the substitutes, and you get the opportunity to accept or reject.

We've had some pretty nice substitute wines in the past.

unholyangel

A business can send out a substitute product of equivalent quality and price if they have:
- explained in their pre-contract information that this could happen, and
- made it clear in the pre-contract information that they will meet the cost of returning any substitute goods if the customer does not want them.

gregg1

corsa57 wrote: »

It seems that when you order wine online these days retailers dont send you what you have ordered and then claim that their terms and conditions allow them to substitute different vintages.
My particular experience is with Majestic and Marks & Spencer.
I have now ceased ordering from these two merchants as I am fed up with not getting what I ordered. In fairness both will offer to uplift and refund you if you complain but I just dont think they should be able to send you a substitute for what you ordered without at least asking you first.
I wonder if anyone else is having the same problem with these retailers as I would be interested to hear what you have done about this problem and also is there a merchant that you have found that does deliver your order without making changes.

I ordered a dozen bottles from majestic (no wine, just the bottles!) and they did not deliver on the day they said. However it came next day with two bottles of the wine extra as an apology (and it was pretty good wine, so I was happy).

pka_2

I use virgin wines and have never had anything substituted

InsideInsurance

Whilst not explicitly thinking of wine companies but some other similar organisations do allow you to set your account such that you're never given alternatives - may be worth exploring the account settings to see if there is something similar

pinkteapot

I use Laithwaite's and have never had substitutions, despite their T&Cs saying they may do so.

corsa57

gregg1 wrote: »

I ordered a dozen bottles from majestic (no wine, just the bottles!) and they did not deliver on the day they said. However it came next day with two bottles of the wine extra as an apology (and it was pretty good wine, so I was happy).

I used to buy from Majestic until they stopped shipping from a central warehouse and started sending from my nearest shop. This proved a disaster with wrong deliveries, missed delivery dates and just generally not giving a service that was acceptable.

corsa57

InsideInsurance wrote: »

Whilst not explicitly thinking of wine companies but some other similar organisations do allow you to set your account such that you're never given alternatives - may be worth exploring the account settings to see if there is something similar

Having checked the websites for Marks & Spencer and Majestic neither allow you to stop substitutions on your order.