VinatisUK
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Really bad customer service
On 27/11, I placed an order on the Vinatis website totaling €285, including two gift boxes with two glasses each. On 6/12, I received the package and immediately opened it, only to find that one of the two boxes contained a broken glass. I promptly contacted customer service with photos, describing the unfortunate situation, hoping for a quick resolution as promised within 24 hours. However, 24 hours passed with no response, and even after 48 hours of follow-up, there was still no communication. Finally, on 11/12, I received a response: “We acknowledge receipt of your e-mail and apologize for any inconvenience caused. We have credited your Vinatis account with a voucher of 5.80€, the value of a glass of your CHAMPAGNE TAITTINGER - PRESTIGE, by way of compensation. The voucher will be deducted from your next order and will be valid for six months. Please do not hesitate to contact us should you require any further information.” The solution is not a quick replacement or a refund but a meager voucher for a new purchase. Terrible customer service and a dreadful experience that I don't recommend to anyone. Update: Vinatis took a week to respond to my email inquiry, but they replied to this review in less than 24 hours – magic! Vinatis alludes to the fact that I did not check the package before delivery. The package was perfect externally, and I could not have known it contained a damaged product. My x-ray machine was occupied at that time. In the email, I had requested a return, but never received a response. Now, they are suggesting it publicly. Well, I ask you equally publicly to arrange, at your expense, a courier to pick up the package in question. I await your response. Have a good day.