Organicawines.co.uk Avis 

Réponse de Organicawines.co.uk

28 juin 2025

Hi Mrs Ramsden,
Thank you for your feedback. We’re sorry to hear you were disappointed, but we do feel the need to clarify the situation for transparency.
You first contacted us on 25/05, stating that the bottle you opened was "corked" and that you couldn’t find our returns policy. We replied shortly after and provided a direct link to our refund policy, which is clearly listed at the bottom of every page on our website!
As explained in our response, we follow standard practice in the independent wine trade: when a wine is suspected of being faulty, we ask for the bottle to be returned (at no cost to you) so we can assess the issue, report it to the producer, and if necessary, make a claim with our insurer. This is common procedure, especially when dealing with natural wines and small scale producers.
In this case, it is also worth noting that the bottle in question is sealed with a synthetic mushroom closure, which means it cannot be “corked” in the traditional sense. Still, we took your concern seriously and offered to proceed according to our policy.
Your reply “Do you really want me to return the empty bottle?!” suggested the wine had already been consumed or discarded. Like any retailer, we cannot offer a refund or replacement for a product that is no longer available for review. This policy is not unique to us, it is standard, fair, and clearly communicated.
We are always happy to assist when a genuine concern is raised through the proper channels. Leaving a negative review while refusing to follow a clearly explained and industry standard process is not a constructive or honest approach.
Should you wish to proceed by following the return procedure, we are still happy to help.

Organica Wines Team

Réponse de Organicawines.co.uk

12 août 2024

Thank you for your feedback. We take every customer concern seriously and attempt to resolve any issues as swiftly and effectively as possible.
We understand your frustration regarding the delivery of your order, and we regret that this experience has caused you distress. However, it is important to clarify the situation based on the facts and communications we have on record.
First, there appears to be some confusion regarding who is involved in this transaction, as multiple individuals participated at different stages—placing the order, making the payment, and leaving the review.
Regarding your order placed on 22/01/2024, it was dispatched the following day, with delivery scheduled for 24/01/2024. We acknowledge that you opted to redirect the delivery, which is indeed common practice. When you informed us on 26/01/2024 that you had not received the parcel, we promptly initiated an inquiry with DPD.
To date, we have opened five separate inquiries with DPD to resolve this matter. DPD has provided us with evidence, including GPS data pinpointing the driver at your property, a signature, and a photograph of the delivery location within your building showing a carpet in front of your door, confirming that the parcel was delivered to the correct address. Despite this, we have continued to pursue the issue on your behalf.
Throughout this process, we have exchanged approximately 14 emails with you, consistently updating you on the status of the inquiries and advising you to file a complaint directly with DPD to strengthen our joint efforts. We want to clarify that at no point did we state that we were personally investigating; rather, we have been coordinating with DPD, who is conducting the investigation. We have been transparent in our communications and have made every effort to keep you informed.
We understand how frustrating this situation is and apologize for the inconvenience it has caused. However, we must respectfully disagree with your statement that we have ignored your emails or refused to take responsibility. We have been diligent in our efforts to assist you and will continue to do so, despite the complexities involved.
We are still willing to pursue this further and open a sixth inquiry with DPD if you are prepared to file an official complaint with them as well. Working together, we can continue to press DPD for a resolution. We hope to bring this matter to a satisfactory conclusion and would appreciate your guidance on how you would like to proceed. Please contact us at help@organicawines.co.uk.

Réponse de Organicawines.co.uk

19 avr. 2023

Dear valued customer,

We are very sorry to hear that you received the wrong wine in your order. However, we would like to clarify that our email address is functioning properly and we have not received any reports of issues with our communication channels.

Regarding the mistake with your order, please accept our sincere apologies for any inconvenience caused. Our return policy requires the customer to initiate the return process to ensure a smooth and efficient resolution. However, we are committed to correcting our mistake and will do everything in our power to make things right.

Please email us at help@organicawines.co.uk with your order details and we will gladly assist you in resolving this issue.

Thank you for bringing this to our attention and we appreciate your understanding.

Best regards,
Organica Wines