One of the main reasons I chose Bright Cellars was the delivery option, but that turned out to be the biggest Disappointment. Their delivery partners either don't attempt delivery and force you to pick it up after multiple "failed attempts", or offer zero flexibility to reschedule, resulting in packages being returned to the sender. When I contacted support, the only solution offered was a partial refund---minus the $25 delivery fee. The entire experience felt predatory and extremely frustrating.
DA
Danielle
Fine in theory, deceptive in practice.
I used the promo to see if this was a service I would use ongoing. I had delivery issues with the order and it was almost returned because of the carrier's failure. I attempted to go back into the system and end any ongoing subscription. The site didn't have an activated account for me apparently; attempting to login it said email/password invalid but the interface didn't have an option for password/account recovery. Automatic shipment kicked in but I still did not have an active account (an activation email was not sent at the time of the trial). In speaking with custom service they sent an activation email and finally I had access to an account. However, I was also informed they migrated to a new platform the month before but after my trial and accounts had to be reactivated. No notice of this was provided. So, no active account, no email to active account after the mirgration, no account recovery option, but I'm liable regardless because of their policy. Understandable, but I do feel the practice was deceptive as I attempted several times to access the nonactivated account but their system and setup prevented that. I was told to cancel and return the order I would not be given a full refund and would be charged a fee.
Response from Bright CellarsSep 26, 2024
Hi Danielle,
Thank you for sharing your experience with us. I’m truly sorry to hear about the challenges you faced, from delivery issues to difficulties with account activation and communication during our platform migration. I completely understand how frustrating it must have been to navigate these problems without adequate support.
We take your feedback seriously, especially regarding the account recovery process, and we're committed to improving our systems to prevent similar issues in the future. Your insights are invaluable, and we will review our procedures to ensure a smoother and more transparent experience for all our customers.
I sincerely apologize for the inconvenience you’ve experienced and would love to assist you further. Please reach out to our customer service team directly, and we’ll work together to resolve any remaining concerns you may have.
Thank you again for your feedback, and we hope to have the chance to make things right for you.
Best regards,
Bright Cellars Customer Service Team
DC
Duke C.
Dishonest practices
Dishonest practices. We received a $150 gift certificate to try Bright Cellars. They say they will throw in an extra bottle for free. However, only four bottles are delivered. When we call tech support, they say they cannot ship a single bottle, so they offer a $25 gift certificate. But the minimum purchase is close to $150. But, they offer another free bottle of wine! Overall, wine is poor for $40/bottle.
Response from Bright CellarsSep 26, 2024
Hi Duke,
Thank you for reaching out and sharing your experience with us. I’m truly sorry to hear about the issues you encountered with your gift certificate and the delivery. It’s disappointing to learn that you received fewer bottles than promised and that our resolution fell short of your expectations.
I understand how frustrating it must be to deal with miscommunication and feel unsatisfied with the wine quality. We want every aspect of your experience to be enjoyable, and it’s clear we didn’t meet that standard this time.
Your feedback is invaluable, and we’re taking it seriously. We will be reviewing our processes to ensure a smoother experience for all our customers in the future.
If there’s anything more we can do to make this right or if you’d like to discuss your experience further, please don’t hesitate to reach out at +1 844 223 5527, via chat, or by emailing us at [email protected].
We appreciate your patience and hope to have the chance to restore your confidence in our service.
Best regards,
Bright Cellars Customer Service Team
TE
Tex
Mediocre wine, bad support, and deceptive business practices
* I didn’t receive an email about the order five days before it processed.
* They sent an order confirmation email on Tuesday April 15 at 4:11 a.m., while I was sleeping.
* I replied to cancel the order and the subscription on April 15 at 6:47 a.m., as soon as I woke up and saw the order confirmation email.
* Their policy says, “If you want to cancel or change your subscription, you can do it at any time,” but their representative contradicted the subscription policy in our email thread and said, “…we are unable to cancel it at this time.”
* Their subscription policy says, “ Your order confirmation emails have links to your order. You can manage your subscription from there,” the link took me to my order, but there was nothing on the page to cancel the order or the subscription “from there.”
* The first order was average wine and only a reasonable price because of the introduction.
Response from Bright CellarsSep 26, 2024
Hi Tex,
Thank you for sharing your feedback with us. I’m truly sorry to hear about the challenges you’ve faced, from the timing of your order confirmation email to the difficulties in managing your subscription. Your experience is important to us, and it’s clear we missed the mark this time.
I completely understand how frustrating it must be to encounter unexpected charges and feel that our communication didn’t align with our policies. It’s concerning to hear that you had trouble navigating your account, and I apologize for any confusion caused.
Please reach out to us directly at +1 844 223 5527, via chat, or by emailing us at [email protected] with your account details. We’re here to help resolve this matter promptly. Your feedback is invaluable, and we’re committed to improving our processes to enhance the experience for all our customers.
Thank you for your patience, and I look forward to addressing these issues to your satisfaction.
Best regards,
Bright Cellars Customer Service Team
TW
Trish W.
Customer service at Bright Cellars is…
Customer service at Bright Cellars is the best! I get very quick responses to inquiries, and I know that whoever does the communications monitoring pays attention to every detail.
Also, the wine is really great!
Response from Bright CellarsAug 9, 2024
Hi Trish,
Thank you so much for your kind words! We're thrilled to hear that you're pleased with both our customer service and our wine. Our team works diligently to ensure every inquiry is addressed promptly and with attention to detail. We're delighted that you're enjoying the wine as well! Your feedback truly means a lot to us and we'll be passing along this to our team.
If you have any questions or additional feedback, please don't hesitate to reach out to us through email [email protected], live chat, or call us at +1 844 223 5527. We are open from 6AM to 3PM (PST).
Cheers,
Rowena
Bright Cellars
DD
Davina D.
Mauricio has excellent customer…
Mauricio has excellent customer service. I was quoted a price that I thought would be for my second membership box and he was able to help me get a refund at the price that was originally quoted and he was very quick with his responses!
Response from Bright CellarsAug 9, 2024
Hi Davina,
Thank you for your feedback! We're delighted to hear about your positive experience with Mauricio. It's wonderful to know that he was able to assist you promptly and resolve the issue to your satisfaction. We appreciate your recognition of his excellent customer service and will be sure to share your kind words with him. Thank you for being a valued customer! Rest assured that we will continue to provide our customers with the best experience and are always here to assist you with your future wine needs.
If you have further inquiries or require assistance, please feel free to contact us through our live chat, email at [email protected], or by calling us at +1 844 223 5527. Our customer service hours are from 6:00 a.m. to 3:00 p.m. (PST).
Cheers,
Rowena
Bright Cellars
DT
Debra T.
What a wonderful wine club!
What a wonderful wine club! I have been a member for years, and have yet to have a bad bottle. Their creativity is so welcome; their customer service is truly first rate. Thank you, Bright Cellars, for upping your game constantly!
Response from Bright CellarsAug 9, 2024
Hi Debra,
Thank you so much for your kind words and for being a loyal member for years! We're thrilled to hear that you've consistently enjoyed our wines and appreciate our creativity. Our team is dedicated to providing first-rate customer service, and it's wonderful to know our efforts are making a positive impact. Thank you for your continued support and for recognizing our commitment to excellence. Cheers to many more great bottles!
If you have further inquiries or require assistance, please feel free to contact us through our live chat, email at [email protected], or by calling us at +1 844 223 5527. Our customer service hours are from 6:00 a.m. to 3:00 p.m. (PST).
Cheers,
Rowena
Bright Cellars
RW
Robert W.
Good Wines, Attractive Pricing and Excellent Service
The customer gets to select their wine preference (red, white, sparkling) and have a selection shipped to them every month. Pricing is attractive for the quality of wines, ease of purchase and delivery, and very responsive customer service. They do encourage you to rate your wines in your account for points that can be redeemed for various perks. Theya lso offer special deals throughout the year.
Response from Bright CellarsAug 9, 2024
Hi Robert,
Thank you for sharing your positive experience! We're delighted to hear that you appreciate the ease of selecting your wine preferences and the quality of our wines. It's great to know that you find our pricing attractive and our customer service responsive. We're also glad you enjoy the benefits of rating your wines and the special deals we offer throughout the year. Your feedback motivates us to continue providing excellent service and value.
Should you have further inquiries or require assistance, please feel free to contact us through our live chat, email at [email protected], or by calling us at +1 844 223 5527. Our customer service hours are from 6:00 a.m. to 3:00 p.m. (PST).
Cheers,
Rowena
Bright Cellars
