Complaints
This profile includes complaints for ReserveBar.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 48 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello i placed an order with this company on October 29 and it was said to have shipped on October 31 and it is supposed to only take two days for shipping. I contacted the shipping facility who says they have not received the order and that I need to reach out to the company who supposedly shipped it (Reserve bar). When I contact reserve bar, The automated system says the order was shipped on 31st. However, you cannot get through to anyone to speak to a person to give any further information or to let them know that my order has not shipped, I have been unable to get a hold of anyone within that company for the past week. I want to just cancel this order and get my money back, but cannot seem to get a hold of anyone. I was charged $18.36 By reserve bar, and $132.98 From their third-party company, Vista wine and spirits. I am wanting this company to cancel my order like I have requested through them multiple times and I want to be refunded to the original payment used.
Business Response
Date: 11/05/2024
Hi there,
I hope you're doing well. Thank you so much for your feedback. I'm very sorry to hear about your experience! I have personally responded to your last email to ensure that we can make things right.
While we do not have a live phone number, we are always happy to help by email or chat. The charges and timeframe of your order are all on track with a typical back ordered order. I hope you'll give us another chance to provide you with a 5 star experience!
Best,
Initial Complaint
Date:11/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 28 I ordered two bottles of ***** Rare bourbon for a total of $150 ($80.49 per bottle + tax/shipping with a $40 off coupon), which was charged to my **** (and received an email confirm with same). I received a second email October 30 stating an update and the total is $254.86 I placed an order and received confirm for $150 and without contact from ReserveBar to me or my approval they revised pricing to $254.86 My **** has not been charged the difference ‘yet’ but their email states they will. I have tried to call the company over 50 times in two days and was allowed to leave a message once. I have sent a dozen emails and cannot get a response. This is a deceptive practice and misleading charges NOT SHOWN WHEN ORDERED but changed a day later without notice or my approval for the additional charges (almost double). This is TOTALLY UNETHICAL. I cannot get them to respond or confirm I will not be charged the additional charges.Customer Answer
Date: 11/02/2024
I have cancelled the order and received credit to my **** for the amount chargedBusiness Response
Date: 11/05/2024
Hello,
I'm reaching out in regards to this complaint. We have worked this out with the customer and issued a full refund for their order.
Initial Complaint
Date:09/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an pre-order on reservebar.com on August 20th. I received a message yesterday, September 5th--when the product was due to be shipped--saying my order was cancelled and refunded due to suspicious activity. After inquiring about the reason for cancellation, I was told they could not reveal any more information. Then today I received an email saying that, after further investigation, my account was closed. I've never experienced anything like this. There was no identity verification process requested. I definitely placed the order. So, I'm left wondering if they suspect that someone fraudulently used my account (in that case, why would I be penalized?) or if they believe I committed fraud. I have ordered from them several times before. So, I do not understand what transpired. Is a company allowed to close your account due to risk and safety issues without informing you of the reason? Shouldn't I receive more information to report back to my credit card company? One final note: I learned from my neighbor that their pre-order of the same product was also cancelled for suspicious activity. I want to know what's happening and why I am left uninformed.Business Response
Date: 09/13/2024
Hi ******,
Thank you for reaching out and expressing your concerns! I appreciate your feedback and want to assure you that we take this very serious. Our Risk & Safety team is unable to provide exact details as to why accounts cannot be opened due to security reasons. I completely understand your frustration with this process. I will personally look further into your order and circle back to you by email. I'm so sorry for this and the inconvenience all of this has caused!
Best,
ReserveBar
Initial Complaint
Date:03/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid for something I didn't receive. I was told stories about my refund for one month & never saw a refund.Business Response
Date: 03/06/2024
Hi ********,
Thank you for reaching out with your concerns! I've looked into your order and it looks like while we tried issuing a refund 3 times, your bank was unwilling to accept these as they were suspicious of fraud. I do see however, that we were able to issue the refund on 3/2 for the full amount and it has settled. I apologize for all of the back and forth regarding your refund and we hope to have a smoother transaction next time!
If we can help with any further questions or concerns, please reach out to us directly so we can investigate.
Thank you!Customer Answer
Date: 03/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** **********Initial Complaint
Date:02/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In December, I placed a gift order with ReserveBar. The first two attempts at ordering online were unsuccessful, and I never received any confirmation of the attempts. The next day, I ordered successfully and received an order confirmation. I thought everything was fine, until the gift recipient told me she was receiving duplicates. Then I found out the 1st two attempts had initiated an order, and I was charged twice to ******, for those orders, and once to my **** card for the one order that processed successfully. I have been trying since early January to get my $547.58 back and return the duplicates, and no one in customer support will work this to resolve. I have asked them to call me, and they refuse. I have asked for a phone number to speak to a person, and they refuse. I am given the option of Chat or Email, neither of which has resolved anything.Business Response
Date: 02/28/2024
Hi *******,
I hope you're doing well. Thank you for reaching out! At this time, our Customer Experience Specialists are only available by chat or email. We have found this is the best way that we are able to provide the best customer experience in the shortest amount of time.
We've looked further into your account and see that one order was processed with payment however, the other 2 orders that were placed were both declined by ****** as they noticed they were duplicates. On our end, we are only able to see the order order that has been processed and delivered. If for any reason you are seeing multiple charges still, please file a chargeback with ****** this will ensure it is dived into more on their end and a resolution can be fulfilled ASAP.
Thank you for your patience during this!
Best,
ReserveBar
Initial Complaint
Date:01/29/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered this on 01/07/2024 from reserve bar it is now 01/29/2024 and I still have not received my order or been given a refund after 5 to 6 emails and being told that it’s being packed and shipped and a shipper has been created but it hasn’t been shipped yet and they refused to give me a refund they just keep saying it’s going to be shipped I would like $119.80 refunded to my ***** *** because it’s obvious they are not going to ship this. I emailed them this last Friday on.01/26/2024 and still no answer I’m tired of this back-and-forth and then lying about the shipment!!Business Response
Date: 02/01/2024
Hi ****,
I'm so sorry to hear about your experience. I do see that our team has reached out to the retail partner fulfilling your order several times and passed along the information that they received. I have also personally followed up with you by email confirming a full refund has been issued. I hope you'll give us another chance in the future!
Customer Answer
Date: 02/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Customer Answer
Date: 02/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:01/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had placed an order for a bottle of their merchandise and since I did not receive an email confirmation that my order was placed I placed a second order at which time I did not get a confirmation for that either. After a couple emails I was told that I have to reach another department to get an answer. I have been emailing the company multiples times with proof they charged me for each bottle. I keep asking if I can return one and they will not provide me an answer. I want to return one of the unopened bottles since I do not need both. Also, they didn’t check for ID OR ring the bell with the alcohol which is unlawful. They just left it at the doorstep.Business Response
Date: 01/19/2024
Hi Erica,
I hope you're doing well. Thank you for reaching out with your concerns. I've looked further into your order and want to assure you that you were not overcharged. The payment is split between ReserveBar and the retailer(s) providing the items on your order. The $46.99 was for the product and the $8.10 was for ReserveBar for taxes and fees such as a processing fee. I've attached a copy of your confirmation email with a full breakdown. I hope this help! If we can help further, please email us directly at ***************************.
Thanks!
Initial Complaint
Date:01/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Seller sent wrong item. Missing key component: pink mini **** fridge. Unable to reach customer service for resolution.Business Response
Date: 01/05/2024
Hi *****,
I am so sorry to hear about your order experience! I see that we've reached out to our retail partner however due to the holidays they are running a bit behind in responding. Due to the time of your order and that we are unsure if they will be able to complete your order, I have canceled this for a full refund which should be reflected on your payment statement within the next couple of days. I will also send a confirmation of this to your email from ReserveBar directly.
If we can help further, please reach out to our Customer Experience Team at [email protected].
Thank you for bringing this to our attention!
Best,
ReserveBar
Customer Answer
Date: 01/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, it would have been better to have received the item I originally ordered.
Sincerely,
***** ********Initial Complaint
Date:01/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received my order on Dec 18th. I did not open the package until the evening of Dec 21st and discovered I was shipped the wrong items. I called the number on the receipt and got an automated message saying to email them. I did immediately with a picture of the packing slip, showing the correct ordered items, and what was actually delivered, the incorrect items. To date, I have not gotten a response from them except the auto email saying they will respond as soon as they can. I understand there have been holiday's during this time, but there have also been plenty of business days in which this could have been addressed. I simply want what I ordered or a refund.Business Response
Date: 01/05/2024
Hi ****,
Thank you for your feedback. I'm so sorry for our delayed response. I have personally just responded to your email. Please let me know if I can help further!
Best,
Caitlin
Initial Complaint
Date:12/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Placed an order 12/16 for $556. They informed me that the estimated delivery date was 12/21. On 12/21, the package never arrived. The shipping simply read “in transit” and “delivery date 12/21”. I called reservebar and there were no representatives available. I then called and emailed the shipping partner, and was told they would follow up. Instead, I received no update and the tracking simply read “delivery rescheduled 12/23”. 12/23 came and went. No update. No package. No notice of anything. I had no gifts to give this year for Christmas at a holiday party. It’s now 12/26, and again I reached out to reservebar (whom apparently employs zero human beings) without response again. I reached out to the shipper who rescheduled my package for delivery 12/27. The package has been sitting in a warehouse one hour from my house since 12/19, and not a single human being has intervened.Business Response
Date: 12/29/2023
Hi ********,
I'm so sorry to hear about your experience! I've looked into your order and want to confirm we have recently canceled your order for a full refund. This is not a typical situation and we appreciate your feedback as it will help us in the future to ensure that this does not happen again.
I have also personally followed up by email if you have any further questions, please let me know!
Best,
ReserveBar
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