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Review 4/5/2011
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On March 30th,2011 I called Factory Direct 2 You and placed an order I was purchasing the Riedel Wine Decantor. I explained to the woman who works for Factory direct and made it very clear that I needed this gift by Friday because I had a surprise 60th Birthday party to attend. She called Riedel to confirm if they would guarantee me the gift on friday otherwise I would not have purchased it. A woman Amy from Riedel GUARANTEED that my gift wouyld arrive at my home on Friday as well as the Factory Direct Employee, I stressed to her that it has to be here, she guaranteed me again. Today is now APRIL 5th, and my Wine Decantor has NOT been delivered yet. I cannot explain the embarrassment I felt attending the party with no gift and having to explain how I was guaranteed the gift and LIED to, however KEEP IN MIND THEY TOOK MY MONEY ON March 30th, and I have yet to receive my gift. Both Factory Direct and Riedel should be ashamed of themselves, Unprofessional,they lie and guarantee nothing, and are quick to take your money. You ruined my evening and are a disgrace of a company both Factory Direct and Riedel. If anyone needs a gift I STRESS DO NOT order from Factory Direct 2 You OR Riedel.....they will guarantee you a hundred times on the phone, and lie and blow you off, you will never receive your gift and will be as disappointed and embarrassed as I was and still am.
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Business's response - by GregHon 4/5/2011
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Customer called Wednesday to order decanter for Friday delivery. As the item is shipped directly from the mfg we called them to see if it was possible to fill her order in such short notice. She is only one day by ground away, so our order entry offered customer free ground shipping instead the very expensive of Next Day Air. We were told by Riedel that it would make it in time, so we charged her card and sent the order to their sales representative with notes stating that it needed to ship on Thursday for Friday delivery. Unfortunately when the order was entered into the Riedel order system, the part about Friday delivery was left off and the order shipped as soon as Riedel was able to, which was yesterday 4/4. As per UPS tracking the package was delivered today 4/5 at 11:59 am. I am very sorry that we were not able to fill this order on time and I feel terrible about customer's embarrassment. We DID NOT lie. We did all we could to get the product to her on time and acted with nothing but professionalism. We have since responded by phone and by TrustLink message to the customer and Riedel is sending her a small gift for her trouble. There is nothing we can do at this point to stop her embarrassment, but hopefully she will feel that we have done all that we can at this point to help smooth things out.
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