I had purchased two bottles of 96 Leflaive clavoillon from them a month ago. They delivered it (free local delivery! Another plus) last week and I opened it a couple days ago.
Bottle was completely shot. Beyond premox/oxidiation - just the most disgusting stewed mushroom I’ve ever tasted/smelled in a white burgundy. Cork was completely saturated and white mold on top. The bottle had seen better days.
I sent them a message via their online support system this morning, hoping to return the second bottle and maybe get credit for the first. Got a call a few hours later from a representative that they’ll come to my office to pick up the unopened bottle (saving me a trip!) and credit me for both.
Now that’s speedy and hassle free customer service!
That’s good to know because a bottle of 2008 Roagna Barbaresco I recently purchased seemingly has the cork protruding a few mm. I asked if this indicates the bottle was mistreated when I picked it up at the store. The clerk said it was more likely to be a bottling issue, the wine is fine.
So let’s see. Bottle was not $200+ like Leflaive though, but would expect them to take it back if flawed.
FWIW I once won something at a K&L auction that had a cork that was ever so slightly protruding (say half a millimeter if that). I refused to take delivery and they didn’t give me any trouble at all - took it back and reversed the charge on my credit card within days. It was an awesome experience, although I think that’s as much as can be reasonably expected for auction unless a bottle turned out to be fake etc