VOX SHOP What is your policy on faulty wines?

10 April, 2009

It doesn't happen that often but when it does we immediately refund or substitute the bottle. We don't even have a discussion about it - we'll just automatically give the money back. We always make a mental note of the wine and if we see a pattern developing we take it up with the supplier.

But that can be

an agonising process - the last time we tried to return a faulty wine it took the best part of the year to get the duty back.

Simon Taylor

Stone, Vine & Sun

Twyford, Winchester

"We replace faulty wines and explain what the problem could be. Instances of corked wines are reducing as we increase the number of wines closed by Stelvin, but we do still get corked returns. Our proportion of screwcaps is so much higher than it used to be."

Michael Boniface

The Flying Corkscrew

Water End, Hertfordshire

"If something is faulty we will refund or replace it if they bring back the bottle, regardless of how much has been drunk. Even if a customer brings the bottle back empty we will replace it because we trust people."

Danielle Freer

Amps Fine Wine

Oundle, Peterborough

"If a customer brings back the bottle they will get a total refund or exchange, and then we send the bottle back via the rep. The problem of cork taint is getting less with more screwcaps coming through, but corked wine

is still the most common complaint."

Chris Beckett

The Bottleneck

Broadstairs, Kent

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