EDITED to add a bit more context to avoid tarnishing any future business relationships
Well, this will be the first (and hopefully only time) I have to make a thread like this.
Over the years I have enjoyed Fass selections wine from friends. I recently joined the mailing list and starting buying a few wines. When I received my first shipment and encountered a flaw bottle, my experience was not what I had hoped.
Over the last year or so, I purchased a case. I received this case a few months ago and opened one of the older nebbiolo wines. Unfortunately, the wine was horribly corked and I e-mailed Lyle asking if they offer replacement bottles.
Inquiry to Lyle:
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Hey Lyle,
I don’t know if you’re the appropriate person to ask or not. I recently had our '01 Boca (Podere) and unfortunately one of the bottles was corked. Do you offer replacements for corked bottles? I’ve never had to replace a wine through you luckily so I’m unsure what’s covered.
Let me know, thank you.
**
This was the response:
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That is unfortunate. Wines are like people’s faces. A small flaw in youth will become more pronounced over time. It is very difficult to source older wines and they are much more likely to have obvious flaws. Having said that, when they are tasting well, they are unique and extraordinary tasting experiences. The standard industry practice is that wines over 5 years are not available for credit.
**
Notice he didn’t answer my question.
I’m “in the industry” and can tell you, that’s not standard practice. At least not in our state. The e-mail correspondence didn’t really improve. I mentioned this “disclaimer” should be abundantly clear and I was directed to a PDF of the Terms and Conditions (which is ambiguous) and has allegedly been on the website since day 1.
After this correspondence with Lyle, he removed me from the mailing list as well Apparently my business isn’t welcome any longer.
Frankly the policy doesn’t bother me, but the slick used car salesmen attitude does. Had he been honest and upfront with me and pointed out the policy I would have chalked it up to my own oversight but he was beyond insulting. Tis a shame.
Lyle did end up crediting me for the bottle but I would have been much happier with an honest answer and no credit. It wasn’t an expensive bottle, and had I received a genuine answer, I would have move on my merry way.