Seeing another thread on the error with the 2016 Clos de Papes magnums (of which I am also a victim), I thought I’d start a separate thread to flag recent failures I’ve experienced recently with TWS online ordering system.
Most recent case in point I’ve ordered a few wines from the Christmas bin ends sale. I placed the order right before the Christmas Day so it must have been shortly after the sale started. I was away so booked the delivery for tomorrow. This afternoon I received an email that two of the wines are not available and got offered substitutions. One of the unavailable items was a single bottle of McForbes RS19 Riesling and the other was 6 (!) bottles of Lemelson’s pinot noir. Now, I understand that one bottle could be explained by a malfunction of the tracking system, but I struggle understanding how 6 bottles wine could go unaccounted for such a long time (I.e., i’d have more sympathy if I got the substitution email a few days after I placed my order rather than the day before the delivery was due).
I have called the Member Services and they did their best to remedy the situation, but I did not get any explanation of why this happened or what could be done next time to minimise the risk of this happening again.
I had three similar instances in the last year or so:
- another online bin end order with a longish delivery date had a few bottles substituted at the delivery time (on that occasion, without a prior warning);
- an online order for a mixed case of 2016 ports didn’t get recorded and I only got an apology after the fact without an explanation;
- an online order of a particularly hard to source 2016 Bordeaux didn’t get recorded similarly to the port.
Has anyone else experienced this or am I particularly unlucky? An apology is nice, but it would be great to understand why this keeps happening. Needless to say, this is extremely frustrating - for some reason the errors get uncovered weeks after the order was placed, by which point it’s often too late to source that particular wine from elsewhere. And being a geek, I spend a lot of time doing my research and picking what wine or vintage to order, so substitutions are not especially helpful although the gesture is appreciated.