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.
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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
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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
QJ
Quintin J C.
No heads up given a delivery is on its…
No heads up given a delivery is on its way. I was not given reminder that would allow me to cancel the "order" which is not an order because I did not physically put in for it. When I reached out just 3 hours after a text message from 3am - I got a lot of love and hugs and the superficial excuse that: "I do see that your order has already been processed and due to an update on our terms and conditions, we are unable to cancel your order. I’m so sorry for any inconvenience this may have caused! 😓" Its not inconvenient - it is robbery! Im out 220$ for a product I don't want.
Response from Bright CellarsSep 27, 2024
Hi Quintin,
Thank you for taking the time to share your experience, and we're truly sorry for the confusion and frustration this has caused. We strive to make the subscription process as clear as possible, and we regret that it wasn’t more evident in your case.
You should receive an email notification 5 days before your next shipment, letting you know that your subscription order is about to be processed. We apologize if this notification did not reach you, and we’re dedicated to making things right.
Please feel free to contact us directly at +1 844 223 5527, via chat or emailing us at [email protected], and we’ll do everything we can to resolve the issue and ensure your satisfaction.
Thank you again for your feedback – it helps us improve.
Best Regards,
Bright Cellars Customer Service Support
DS
Dale S.
Do not buy from these people
Do not buy from these people. It is a scam. When you do not receive your delivery they will string you along.
Response from Bright CellarsSep 26, 2024
Hi Dale,
Thank you for taking the time to share to us your feedback and apologies for the late response. I’m truly sorry to hear about the issues you’ve faced with your delivery and the frustration it has caused. I understand how upsetting it must be to feel misled and unsupported.
We aim to provide a reliable service and clear communication, ensuring timely and smooth deliveries and I regret that we did not meet those standards in your case. Please contact us directly at +1 844 223 5527, via chat or emailing us at [email protected] with your order details, and we will work to resolve this issue promptly.
We appreciate your understanding and hope to provide you with a much better experience in the future.
Best regards,
Bright Cellars Customer Service Team
AS
Aaron S.
It is illegal to continue to send me…
It is illegal to continue to send me marketing emails after I unsubscribed from your toxic cesspool of a company years ago. It's a violation of CAN-SPAM Act.
It's also a gross violation of my personal privacy and a violation your privacy policy for one of your employees to use my information, as a customer, to look me up online -- it's also CREEPY!
Response from Bright CellarsSep 26, 2024
Hi Aaron,
Thank you for reaching out and sharing your concerns with us. I sincerely apologize for the frustration you’ve experienced with our marketing emails and the handling of your personal information. I completely understand how important privacy is, and it’s concerning to hear that you feel this way.
We take your feedback seriously, especially regarding compliance with the CAN-SPAM Act and our privacy policies. Please know that we are committed to respecting your preferences and will address your concerns about our marketing communications right away.
If you have any further questions or need additional assistance, don’t hesitate to reach out to us at +1 844 223 5527, via live chat, or by emailing [email protected]. We’re here to help.
Warm regards,
Bright Cellars Customer Service Team
RO
Robert
Either gives you another chore or doesn’t deliver and charges you for it
One of the big draws for Bright Cellars for me was the delivery. The two options for delivery companies either meant they wouldn’t attempt a delivery and you’d need to pick it up After multiple “failed attempts” or no flexibility to change delivery times resulting in them returning to sender. If you email them about this the best they can give you is a partial refund minus the 25 dollar delivery fee. This company is full of vultures.
