Uvinum Reviews

Hi Nick, we have just checked what happened with your order again. We are sorry for the waste of time and energy with your last delivery.
In fact there has been a serie of problems to have this order delivered to you (and another order from you last year with the same shop). Both time the shop in Holland did not really understand your delivery address when they had to complete the delivery address fields internally for Post NL and they could not have Post NL to solve this and deliver either, even when the parcel was waiting for instructions in the UK... It is frustrating for us too and we have had a chat with the Dutch partner about your case and other UK address they did not put entirely too. Hopefully things have gone better with their UK deliveries this summer.
Thank you for your patience anyway and hope you will give it a try to reorder someday as the issue was only with this shop, not with the other orders you placed in between last Autumn.

Dear Mr Young,
We are really sorry that, due to a mistake on our website that mixed two similar but yet different products, you consequently received the wrong item. We have an enormous amount of products on our website and sometimes mistakes happen. As you know, we have arranged the collection and posterior refund of the wrongly sent bottles. We apologise if we couldn't arrange this collection earlier and thank you for your patience. However, you suggest that our team is "overworked", this has surprised us and we are unsure why you feel this way, so we are happy to discuss this if you want to. We hope that we will see you again soon despite this incident.
Thank you, best regards

Dear Denis,
Thank you for your feedback although you did not have a good experience with one of the product you bought and this is the reason why you write us here. We are sorry about your deception with the bottle of Lagavulin 16.
As a matter of fact and as our suppor team has explained you already, we and our partners do not take care of claim for faulty whiskies, even more when the Lagavulin you chose is one of our best seller and nobody ever claimed us about a faulty balt or faulty taste on one of those bottles. Also, the bottle you received was in perfect state when you received it; so our part of the job does not show evidence of any negligence or malpractice.
If you had to send the bottle in to proof to follow with a claim it is to the producer though. You can attach the purchase confirmation from us, to show them where you bought your bottle of course, but the producer is the one who should respond to our doubt about the smell and rotten taste. This whisky being part of Diageo group (https://www.malts.com/en-row/our-whisky-collection/lagavulin/lagavulin-16-years-old/) you can contact Diageo or contact directly the Distillery in the Isle Of Islay, Scotland +44 1496 302730. They are the experts of this field and the ones who should be able to advise you better and see if they have a solution for you.
I wish you would understand that we, at Uvinum, are not responsible to that type of incidence. We take care of sending you the goods you buy, so as the say, we take care of the service relating the your order, but not quallity issues. Finally, we are a serious company with a good reputation in our market.
Our support team remains obviously available if you need more assistance with your order.
Kind regards,

Dear Alan,
Thank you for your review although it is not good. We just wanted to confirm that it is correct that with your last order with us, 1 bottle out of 12 was broken during the transit of your parcel unfortunately. So you were refunded the price of 1 bottle.
As people normally would understand, we, with Uvinum shipments, follow a policy and a series of rules to replace only one bottle. As your shipment was to a foreign country and your order did not match with the minimum price per bottle, the price of 1 bottle has been refunded to you instead of proposing you a replacement. We are sorry for the inconvenience caused because of the breakage. We respect your point of view, also the carrier is not refunding us and compensating us for the breakage so you would understand we cannot offer a free shipping either as a matter of compensation as you received your order ok, exceipt one bottle. And the carrier is charging us full price for a shipment of 12 bottles.
Also we can assure you we, in Uvinum, make sure the breakage rate is low with our carriers and the protecton inside our partners' parcels are reenforced in order to keep it low and give the best service to our customers at a very reasonable shipping price.
Please do not hesitate to contact us again if you have any consult.
Kind regards,

Dear Mr Cottrell,
We have just read what happened with your order again before replying to you here and in fact from the beginning there has been a mistake from the shop that was sending you the wine from Spain. They thought the wine they sent you was the correct one, but finally, thanks to your detailed replies, we could have them pick your bottles up. They do not have exactly the same wine on sale (same name, same grape, same vintage but different cellar) apparently. We are sorry again for the inconvenience caused and the time all this has taken to be solved.
It is true that we in Uvinum are not the direct seller sending the wines. We are which is called a marketplace. However we are in charge of our webpage, we do the customer service between the final customers and the shops who put their catalogue on Uvinum and above all we feel responsible for the service the shops give to our customers. This position sometimes can complicate things but many times, believe us, we are the voice of the customers buying Spanish wines from abroad and we work hard to listen and take care of our customers. We really aim to provide our customers relevant and helpful information as well about our wines and get a good follow-up about their case in case of a problem. Now your case is solved, but we hope next time we will be faster!
Please do not hesitate to contact us back if you have any questions about our work.
Kind regards

Dear Ms Povi,
We are sorry you had a bad experience with our customer care team. But this is because in the case your claim you must contact either the Spanish seller of the wine who is legally responsible for the sale or the Spanish winery, not us. If someone detects a quality defect in the wine, you must rely on the seller or winery. Our service as a marketplace is limited to what we do in our website, and we surely do not make the wine neither are we the legal seller of your order. However we do treat all our customers and users with a lot of care and try to respond to all their questions the best we can. Thank you for your understanding and review.
Kind regards,