Our complaint regards delivery of cider bottle wedding favors. My wife and I purchased 16 cases of the personalized glass bottles to be delivered, we ordered over 2 months in advance of our October wedding date. We were advised at the time of the order that the product should take about 1-2 weeks for processing and delivery. Despite many follow-up calls, we only started receiving the packages the week before our wedding, to find that many of the cases had been damaged due to broken cider bottles.
The glass bottles were shipped 24 per box with absolutely no packing material on the sides or bottom, and very little material on top. Because of the poor packing, 3 out of the 8 boxes we received, 72 bottles in total were unusable for our wedding due to broken glass, peeled and discolored labels, disolved packing material and hundreds of little black ants.
The company representatives have often been completely unreachable, failing to respond to our attempts to contact them. I've spent several hours making long-distance calls to receive a different story each time. On at least three occasions I have asked for Deborah, the company's owner, only to be placed on hold until the phone system disconnected me. I'll call again and get a machine stating that the office is closed for the day. Early on I was even advised by a phone associate that the owner will not speak with a male customer on the phone unless I were verbally abusive, which I refused to do. They have confirmed the negligence and disorganization on the part of the company, but to date it has gotten us no closer to receiving a refund.
We are STILL seeking refund for the unusable portion of the delivery. We ordered 16 cases of cider and the total cost to us was: $658.20 ($418.20 $240.00 for shipping). We expect a simple pro-rated refund for the 6 (out of 16) cases or 37.5% of our total order. The total we therefore calculate at $246.83.
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