I’ve had the opportunity to return more than a few flawed bottles over the past few years, but in every case they were wines purchased for short term consumption and returned to the retailer well less than a year after purchase. As more of my purchases are entering their drinking windows, I wonder what the protocol is for returning a bottle purchased many years before.

10 years from now if I open a corked bottle of 2000 Cos d’Estournel purchased on release (God forbid ) what is the retailer’s responsibility? I assume that proof of purchase would be a requirement for any conversation with the retailer? How many of you actually keep receipts for wines purchased decades ago? If the retailer is amenable to a solution, what are the options? Replace the bottle? Refund at the purchase price? Refund at their current retail? Using purchase price for the conversation doesn’t seem fair to the customer. Frankly, using current values doesn’t seem totally fair to the retailer.

Anyone have experience returning flawed wines years after purchase? Retailers, what do you do?

PH

I had a 97 Stag's Leap Cab that was corked. The bottle still had the retailer's price tag on it, but I hadn't saved the actual purchase receipt. A number of posters on this board suggested taking the bottle back, essentially saying the retailer should be able to get credit with the distributor. Unfortunately the retailer refused to make it right. That was the last time I stepped foot into that shop. I contacted the winery directly and they replaced the bottle, same vintage, no questions asked. Great customer service certainly helps promote customer loyalty.

I think Board-O contacts the winery directly.

You should ask the retailer what their policy is. If you're a regular customer even if you aren't a big spender then chances are they'll take care of it; they will recognise you and know that you're not trying to pull a fast one.

If you only shop there on rare occasions then you may want to keep the receipts.

Some stores I frequent (such as K&L) have a distinctive inventory tag so that you know where it was purchased.

Your other options are to contact the winery or the importer directly. The importer's name should be on the bottle. I've never sent wine back to an importer so I have no idea how successful that's likely to be, but it can't hurt to contact them.

Great topic, thanks for starting it.

When you contact the retailer or the winery, what "proof" if any need be offered as far as the wine itself being damaged? Do they just take your word for it, or do you need to provide the flawed bottle and contents for their inspection?

With the winery (assuming you aren't there in person), what evidence do you give them that you had the bottle at all?

Thanks to anyone who can give me some practical information. In the past, I've just taken the crushing disappointment on myself and never tried to get a refund or replacement, but it would be nice to know what to do if I ever did want to do something.

In Quebec, the SAQ has a 12-month return period, after which it does not accept the product. The reason makes sense: they can't guarantee the conditions in which the customer stored the wine...

Although I would certainly like them to take returns 10-15 years down the road, I can understand why they have set a maximum of 12 months.

This is the point where B-O posts his story about writing Chateau Latour in 1987 to replace a prohibitively expensive bottle of ‘61 that had a bad cork only to be told that it should be re-corked every 25 years. After pointing out the fact that it had only been bottled for 23 years, he did not get another reply.

But it is essentially what DT said. There’s no warranty for these things and you are largely relying on your relationship with, and the good nature of, someone in the retail/wholesale/winery chain. If you’ve bought from them regularly, have receipts & the bad bottle, and the bottle can be replaced, you will likely find someone in that chain to replace it or give you credit.

Sure, give it a try but I think that after 10 years, you're on your own. I might try going back to the retailer if I was a regular, but I wouldn't hold it against him if he refused a refund. He'd be eating that loss, almost for certain. In my opinion, there is a certain amount of risk associated with buying any wine and who knows how well you looked after that bottle for so long?

And please, don't go looking for the market value of that aged bottle.

I was in LCBO Summerhill a week or so ago and there was a few 2000 Moutons at $650 per. I queried the consultant and he said someone brought back over $14k in wine that was purchased 2-3 years ago. I asked how long is too long before LCBO would not accept returns and he said there wasn't any real cut and dried policy. As long as you had your receipt you were good to go. I can't imagine they would take wines back after 120 yrs, but I bet you could stretch it to 5+ years. I am not sure if there is another wine retailer anywhere in the world with such a generous return policy

ooops - meant to say 10 years - 120 would be a real stretch

I can't imagine they would take wines back after 120 yrs

I would only assume that if you have good rapport with the retailer you purchased it from, they would gladly exchange the wine for something else.

I keep all of my wine receipts for all wines except daily drinkers. It is always much easier to exchange/return something when there is a receipt.

quote:

Originally posted by theweb:
I was in LCBO Summerhill a week or so ago and there was a few 2000 Moutons at $650 per. I queried the consultant and he said someone brought back over $14k in wine that was purchased 2-3 years ago. I asked how long is too long before LCBO would not accept returns and he said there wasn't any real cut and dried policy. As long as you had your receipt you were good to go. I can't imagine they would take wines back after 120 yrs, but I bet you could stretch it to 5+ years. I am not sure if there is another wine retailer anywhere in the world with such a generous return policy

One of the ONLY good things about the LCBO in Ontario, Canada is that they will take a bottle of wine back after any length of time if you have a reciept.

I recently (couple of months back) returned a 1996 Dominus that was corked that I had purchased in early 2000. 6+ years later and I was refunded $129 in cash with no questions asked.

But.... if the bottle is in real rough shape and the consultant believes that it was not stored properly, they are allowed to refuse offering a refund.

You can return wine (or liquor) WITHOUT a receipt at the LCBO too. Only thing, is that they issue you a credit note that MUST be used that same day, and you must use up the entire credit note. They will not issue change. Problem is, if the wine / liquor went down in price, you will get the last sale price on your credit note. I've lost a few bucks returning some German riesling that dropped almost $10 a bottle.

Sorry for bringing up an old thread...but...

I currently have an order into the LCBO.
Unfortantely, I placed the order before I had all the nessacary info about the wine. Rookie mistake.

Just wondering what the protocol is about cancelling the order...do I wait til its delivered to a store then refuse it or call them up NOW and cancel and get them to reimburse my CC.

Thanks

E

quote:

Originally posted by Emil:
Sorry for bringing up an old thread...but...

I currently have an order into the LCBO.
Unfortantely, I placed the order before I had all the nessacary info about the wine. Rookie mistake.

Just wondering what the protocol is about cancelling the order...do I wait til its delivered to a store then refuse it or call them up NOW and cancel and get them to reimburse my CC.

Thanks

E

Depends when you place the order, your shipment might have went out already. I would probably just wait for the call and refund them at the store.

If it's from the recent online release, I would call and ask to cancel. Just call Vintages Customer Service at 416-365-5767 and see what they can do. They may have to transfer you to the person that handles the details around the online ordering. If they can cancel, great, if not, return it when delivered to your store. It's a quick call, so you might as well give it a shot.

quote:

Originally posted by Impulse:
In Quebec, the SAQ has a 12-month return period, after which it does not accept the product. The reason makes sense: they can't guarantee the conditions in which the customer stored the wine...

Although I would certainly like them to take returns 10-15 years down the road, I can understand why they have set a maximum of 12 months.

I returned a 2001 Tignanello(Purchace in 2005) that was seriously corked from one of our last offlines just a few month ago (It also stayed in my car for 4-5 weeks before I finaly returned it).
It scanned and since I did not have my bill, they asked me to get something in exchange !!


I think they have some discretion as to the return policy.