justwines.com.au

Terrible - do NOT waste your money.

Joined the JW Crew (which is a $30 monthly debit), ordered a case of my favourite organic wine. Received the case about a week later, opened first bottle (Cab Sauv) and it was fizzy… thought that was odd… opened second bottle, it was fizzy and sour. Obviously the batch has gone off. Contacted customer service 4days ago, to ask about the refund process. Have had nothing back. Called the hotline, it kept me on hold until it went to message bank and then hung up. Called again, left my number for them to call me back. Nothing. Have “raised a ticket” via their website. Nothing. Have now blocked their debits via Credit Card and cancelled their Pay Pal agreement. Still nothing. Complete lack of customer service. Crappy wine. Do not waste your money. Will go to consumer affairs if I don’t hear from them by tomorrow. Have family in media, so will go there too.UPDATE: Since posting this, and another review, their customer service team has called me 7 times, and emailed me 6times to ask me to take down the reviews. I asked for a refund on the bad wine, they said, “we will refund your JW account. I said, “no, I would like my money back please, and I want you to cancel my account.” She said, “we will out full refund back into your JW account and encourage you to give us another chance.” I insisted on the refund, and asked her again to refund the latest $30 debit and cancel my account. She finally agreed to refund the $132. I saw $120 come in, but was still waiting on the last $12, but she rang and emailed me again yesterday. I said, “once the full refund goes in, I will change the review.” The full refund has gone in now, and I have changed the review. Everything that I have typed is true, and I would still not recommend to do business with this company. I don’t think that customers having to resort to threats exhibits decent customer service.

Date of experience: Dec 01, 2023