Many thanks for your review, we do appreciate the time and effort that goes into writing them. As is the case in many reviews that seem to have a negative response, key parts are often overlooked.
It was unfortunate that we had not managed to collect a customers purchase from a winery ready for them to pick up at the end of the day. Everything else that day had been successfully collected and delivered, but for whatever reason, the only bottle of wine this customer had purchased the whole day was nowhere to be seen. We apologized to the customer immediately and looked at the options that we could do to rectify this unfortunate oversight.
By the time the error was discovered it was 5pm and as much as we tried, we could not contact the winery where they had purchase was made to see if it was there or to go and get a replacement. We then offered that they come back the following day and hopefully by that time we would have sorted out the situation. Unfortunately neither option seemed possible as the customer seemed impatient to leave and informed us they could not return the next day.
The customer asked if we could just give them a refund for the wine they purchased, to which we immediately agreed. Things seemed to turn sour when we then asked for their receipt as proof of purchase as they seemed unsure to what wine they had bought and how much they had paid. Eventually, after a bit of searching, a receipt for a discounted $11 bin-end Sauvignon Blanc was produced. Before giving them the refund, we asked if they would like the $11 or another bottle of wine to replace the one we had not collected? The response was they wouldn't mind the wine, to which we offered a replacement Sauvignon Blanc worth $16 - surely an improvement on the original purchase you would think!
We did apologize profusely and explained this had never happened before, but it made no difference to their demeanor. I feel we handled this unfortunate mishap in the best manner we could and accommodated the customer wherever we could. From this, we will review our business practices and look ensuring our wine collection is error free. After five years of flawless collection with no issues we will endeavor to make sure the next five years are error free too.