Hats off to Marcel and team for a great selection. It’s this time of year that my day often ends with a crumpled and annotated EP brochure dropping onto the floor beside the bed as I weigh and re-weigh my order.
On a less happy note, since we’re talking EP, I’d like to seek the community’s advice about an experience with L&W. I bought a wine EP in 2014 and it was transferred straight to L&W reserves on arrival in the country, since when I’ve been paying storage charges. Last week, I asked for it to be delivered and today they’ve sent me a three-line email saying the wine “cannot be located” and I’ll be refunded the purchase price (no mention of storage charges or replacement costs) but not to worry because the other wine I also asked to be delivered is on its way.
I’m feeling pretty infuriated and have already emailed back to quote their customer service “promise” back at them and say I don’t accept their suggested resolution. But I’m interested to know if anyone else has had experience with wine going astray in merchants’ storage (with L&W or anyone else) and views on what might be a reasonable resolution. Purchase price plus storage costs does not seem sufficient to me (not that they have even offered that) because it does not account for my reasonable expectations over a period of seven years that the wine would be there, to say nothing of breach of trust, inflation etc. Would full replacement cost be a common or reasonable resolution?