What do other members think of the liberal way that refunds are given out for any complaint regarding a wine on the list?
I understand that it’s not only good practice to refund faulty bottles but a legal requirement. Unfortunately, I’ve become a little uneasy about the policy to refund a bottle where there was no fault and it just wasn’t to the drinkers taste. Surely that’s always going to happen with anybody, regardless of experience and at any price-point.
I got to thinking about this the other day when I drank a bottle of Rose that I wasn’t keen on. There was nothing wrong with it, I just didn’t like the style.
I often like to leave reviews of the wines I’ve drank but noticed I’ve stopped doing it with anything I don’t like, because I always get a message within 24 hours apologising and informing me my account has been credited with the amount of the bottle.
On the surface this seems like stellar customer service but with two problems. One is that people like me will stop leaving unbiased reviews, which isn’t a big deal at all, but the other is that although most people are honest, in any walk of life there’s always that 5% who aren’t and there will definitely be people out there who are just after free wine but, of course, there’s no such thing as a “free” anything, somebody pays somewhere along the line and in this case the cost will be shared out amongst all the members.
I don’t want to appear to be moaning, I like the way that TWS works and customer services are very good when needed but if just 5% of the regular buying members complained about a £20 bottle that wasn’t to their liking the amount of refunds would rack up in no time. I personally can’t remember a mixed case of wines which were new to me, that didn’t contain at least 1 bottle I wasn’t keen on, but that’s to be expected, isn’t it?