Marlene Ramsey
Google
The customer service for wine club members is some of the worst I’ve ever experienced. We have been trying to cancel our membership for over a year, have been charged for shipments that were never received, and no one answers the phone or responds to emails. Truly the most bizarre, unprofessional, ridiculous customer service practices I’ve ever encountered.
EDIT 8/20 including my husband's review below. We have filed a complaint with the BBB
This business does not care about it's customers and is so impossible to reach it's almost comical.
I was a long-term customer of Fog Crest. In 2024 we received a shipment of wine where all the wine in the shipment was broken. In typical situations, wineries offer replacement of broken bottles, but Fog Crest was impossible to reach in spite of (literally) 50 phone calls and emails.
Since I couldn't reach them, I canceled my subscription to their wine club.
Flash forward a few months, they charge me another ~$500 on my credit card for wine, but never ship me any wine (in spite of the fact that I had already canceled online). Again, dozens of calls and emails, no answer and no response. Still trying.
A few months after that, they charge me ANOTHER ~$500 on my credit card for wine, but don't ship that wine to me either.
After probably 100 calls and emails, I finally talk to the wine club coordinator on the phone. She of course acknowledges my dozens of messages, and acknowledges my situation. She says she will replace the wine that was broken and figure out why they've been charging me for wine I haven't been receiving and make it right. But that she can't talk right now and she'd call me back with more information.
That was a month ago. I've now called again dozens of times, and emailed. No response. Called and emailed the owner, no response.
This is borderline criminal: $1,500 in charges for undelivered product, a non-existent customer service experience, and an online system so archaic that it doesn't process your cancelation and continues to charge you for product.
Do your self a favor and avoid Fog Crest at all costs.