Great service til something goes wrong
I purchased some wine and was sent the wrong one, was told their courier (Aramex) would collect it, after nearly a week of not being picked up I offered to drop it at the local Post Shop. Aramex gave me the label details I required and confirmed it was prepaid. After driving 20mins to get to the Post Shop and lining up, the Post Shop employee had no idea what I was talking about and said they didn't take other courier companies prepaid parcels, and even checked with another employee. There was a growing line behind me so I paid for it to be returned, which was more than what Winesale normally pays. Now Aramex and Winesale don't want to know about it, will refund what they will pay, leaving me $50 out of pocket. It was suggested I contact NZ Post re a refund, not good enough in my mind, I am the victim in this, mistakes made by Winesale / Aramex, why should I chase?
Reply from Winesale.co.nz
Hi Brent. Sorry you had a bad experience with Winesale. As you are aware we have a free 90 day return policy on all our wines and when we make a delivery mistake we pick the wrong wines up from our customers at no charge. The wines you were returning were scheduled to be picked up from your address but you decided to take them to NZ Post and pay $64 for the case to be returned to us. This is a very high price given we charge you only $9.50 per case for rural delivery to your address.
We do everything we can to ensure our customers have a great experience when they buy wine from us and if we make a mistake we own up to it and we fix the problem. However in this case we simply cannot justify paying an amount which is seven times our own cost of having the wine returned to us when our returns process was not followed and we did not agree to the cost. I hope you can see our point of view on this matter.