Virgin Wines USAReviews of virginwines.com

I ordered a case of sparking wines for my friend's birthday. I noticed that I was charged twice. I contacted customer service several times and was unable to get through to them. Virgin is great at taking your money but rubbish after.

Beware dealing with Virgin. I was a satisfied customer for five years. Good wine, good service but not anymore. They now seem to focus on “fine print” and “gotcha” policies. Case in point, ordered wine advent calendar 1 Oct; paid $24 deposit; changed my mind 6 Oct & cancelled online when I realized how expensive it would be. Got confirmation email of cancellation but told $24 was “non-refundable” [fine print!]. Felt this was unfair; called, spoke with supervisor who agreed to refund the $24 which was done in one day. I was pleased. Great service! Should have been end of story but was not. 29 Oct, ‘pending’ charge for balance of “CANCELLED” order suddenly shows up! Emailed Virgin; asked to remove it; was done; then came back ‘final’! They were unable to stop shipment (since never really cancelled it); had to return it; finally got refund but minus $24! [gotcha!] They reneged on earlier refund. Numerous emails failed to get my $24 back. So, they have lost a good customer. Hope the $24 was worth it. Appears their systems and policies are inflexible. How issues are handled when things go wrong is the key, and they don’t measure up. A letter to their corporate headquarters also was ignored. Will go to other wine companies and COSTCO in the future.

I’ve been a member of Virgin Wines for many years, have had issues off and on that were resolved quickly, but lately their customer service has been terrible, not because of the representatives, but because they don’t seem to be given the power to solve the problems, they are only able to write a record of the call and “escalate” the issue, whatever that means. Most recently they put a hold on my account due to a billing issue that they have been unable to explain to me, and didn’t inform me of. I found out only after calling them because I placed a Black Friday order on November 27, got a confirmation email, followed shortly by a cancellation email. I tried again on November 29 with the same result. Then I see on my credit card activity that I was charged for these orders. Two weeks later only one charge has been removed. I called again today to find out about the hold and was told that the hold had been lifted three days ago. Nobody bothered to let me know, even though I was told several times that a supervisor would be contacting me. And I’m in a new credit card billing cycle and still have a charge of $125.79 from Virgin for something that they cancelled. So much for being an unlimited member. I didn’t know it meant it would be an unlimited headache.

I have been a member for 5 years and this year I spent over $1500.00 on wines, but because over time I skipped 3 of their picked cases they would not let me skip anymore because I learned to pick on my own. I called and there was nothing they could do. I had considered myself a good and loyal customer but I guess that’s not enough.

Wow it is STILL happening - BAD/AWFUL customer service ... Since early June (now end of July) this company continues to use the Covid crap as a reason that they cannot address the issues with my last shipment. They say they are working from home - well apparently, that isn't true - probably just sitting around collecting their unemployment and laughing at all of us suckers that didn't get what they ordered.

I used to love Virgin Wines; I have been a club member for quite some time. However, they have declined steadily and in the past year, I have had numerous difficulties with deliveries. They do not communicate when a delivery gets 'stuck'; and as of now, I have half of an order delivered, billed for full price, and months later still no sign of the rest of the order. I have emailed customer service twice, no responses, and I was on the phone waiting today for 45 minutes. After seeing the reviews on this site, I decided I was done. I cancelled our wine club membership and asked for a refund for the half order I have never received. We shall see. Such a shame, the wine is terrific, but you can't keep disappointing your customers; eventually they will leave.

I was assured of a delivery on April 3 and have not been advised about this delay. This is poor service.

I was a previous wine club member but then got pregnant and cancelled my membership. I was given a voucher and decided to try buying a case (not with the wine club). I placed my order on November 3rd with an estimated ship date of the next week. The order is supposedly still processing. I have since emailed twice asking for an update. I got the response that I would receive an email reply within 8 hours. I got one email response several days later that just stated the order was still being prepared in the warehouse and there is no updated information. Before receiving this highly unhelpful email I also called customer service. The woman I spoke with was very pleasant and assured me the hold up was 1 bottle of wine that was out of stock. I gladly agreed to switch it out for a similar bottle to keep the process going but don't believe that happened as it's been another week and still no updates or contact. I've already paid for the case. I would just like a refund now but am expecting this to be a battle. Horrible customer service.