I have been a loyal customer for many years—maybe not a high-volume customer, but relied on no one else for wine & liquor shipments. Ordered two bottles of Johnny Walker Blue on Dec 5 (order #WC248147). Both intended as Christmas presents. Paid by credit card, and full price was charged. Package arrived on Dec. 16—one bottle ok; one bottle cracked from neck to base and empty of liquid. Called customer service immediately to complain and ask for replacement in time for Christmas. Was informed they would send me a return mailer to get them back the ruined bottle for their examination. Having heard nothing by the next day, I emailed them photos proving the bottle was cracked all the way down its length and was empty, though the seal had never been broken nor the cap opened. Was promised a return mail voucher by email by 3 PM Sunday. I sent an email proving that the weight I received matched the sending weight on the package, which revealed that one bottle was empty even before they shipped it to me.
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