Customer reviews of Vignerons d’Exception

Dear Sir, Your disappointment with the Domaine d'Ouréa "tire bouchon" (€10) seems to have generated this comment about our site in general. With 26 wines purchased since 2019, and no reviews left (neither negative nor positive), we thought you were satisfied with our service and selections... it seems we don't "always measure up", and we're sorry to hear that. We're really keen to hear your opinions, whether positive or negative, as they enable us to move forward and improve. For example, we're going to re-taste the wine you didn't like. We also hope that your feedback will help us to improve our service to you, by telling us what you didn't like about the wine you tasted... Thanks again for your loyalty, we'll do everything we can to improve! Best regards, Tristan Depauw.

Thank you very much for your feedback, which has enabled us to get things moving again. As we've already told you privately, this happens very rarely, but in this case we were the victims of a combination of factors against us: first of all we blocked deliveries because of the very hot weather, which was specified in all the order confirmations, not always read. Hence the absence of any news about your order. Then, as the temperatures returned to normal, we "released" all pending orders... but yours was "forgotten" by human error in our cellars, which was inexcusable... especially as we then had to deal with an incredibly useless delivery driver (and his manager)... who didn't understand that it wasn't their delivery round that took precedence, but your hours of availability, and above all customer satisfaction before the delivery driver's !!!. Fortunately, after your call to us, things went back to normal and you were quickly delivered and received your wine before your medical appointment. In short, we apologize once again for all these setbacks, and there's no doubt that if you give us another chance, we'll pay particular attention to your order and its delivery. Enjoy tasting the wines of Clément and Florent Pinard, Vincent's sons, whose wines are harder and harder to find - we run out every year! Best regards,

Dear Sir, we're sorry that the delivery driver was 20 minutes early in his round. Of course, if you hadn't gone to pick up your wines that day, he would have come back to deliver on another day since he couldn't find anyone. The carrier or we would have contacted you to rearrange an appointment. Please accept our sincere apologies for the inconvenience, and please don't hesitate to call us if you have the slightest delivery problem. We do our best to make things easier with carriers who unfortunately can't carry out their rounds to the minute or go back... We'll do our best to do better next time, and hope you'll forgive us this time and give us another chance. Sincerely, Tristan Depauw

Dear Sir, thank you for taking the time to share your impressions and your satisfaction. Indeed, I'm sorry to say that discounts are quite rare with us... But when they do exist (in our "promotions" section, not very full, but never empty!) they are real discounts designed to help you discover new horizons. We try to have the most competitive prices possible all year round, which then prohibits us from offering additional discounts... if we want to continue to exist :-) With the new RGPD law, which we strictly comply with, it's impossible for us to subscribe anyone without their consent to our weekly newsletter (22,000 subscribers currently). This must be a voluntary step on the part of our customers, a step you may not have completed? As your request is explicit, I'll subscribe you immediately and you'll receive our newsletter every Thursday from now on. Of course, you'll be able to unsubscribe with a single click via a link at the end of each e-mail. Thanks again for your loyalty! Tristan Depauw

Dear Sir, thank you for taking the time to give us your opinion. The 2018 Billaud Chablis you mentioned was worth €21 after 3 years in the cellar, which we don't find exaggerated for a wine of this quality, given the explosion in prices in Burgundy recently. Moreover, the 2019s are still at their release price of €19, which will doubtless rise with time and rarity. We don't select wines that disappoint us, nor do we select value-for-money wines that disappoint us (with the exception, of course, of a few stars that everyone snaps up at any price, in which case we're obviously no longer talking about value-for-money). We're sorry to hear of your disappointment. If, by any chance, you'd like to try out some of the wines on our site that you haven't tried before, please don't hesitate to give us a call. We'll be delighted to discuss your tastes and recommend the wines that suit you best. Many of our customers with rather specialized tastes take advantage of our advice by phone or email (with a few exceptions, we taste all the wines we sell), and most of them seem satisfied with our service. Thanks again for your confidence, Tristan Depauw

Dear Sir, thank you for your review and the 2/5 rating for your third order (I hope you were satisfied with the first two, for which you unfortunately didn't leave a review, perhaps because everything went so well?) Indeed, the carrier broke a box, which happens on average in 0.5% of our deliveries. Unfortunately, it was the last in our stock, and the winemaker had run out of it too. As a result, after a telephone exchange and your agreement to this solution, we delivered another very similar but indeed not identical vintage, from the same estate but from a neighboring clos, and refunded the difference of €1 per bottle. Unfortunately, this is a rare occurrence, and we apologize again for this inconvenience, a rare combination of two very unintentional factors: a breakage and, what's more, the breakage of the last box in our stock! Yours sincerely, Tristan Depauw, president and founder of Vignerons d'Exception.

Thank you Sir for taking the time to give us your feedback. Indeed, this gift delivery was a fiasco from start to finish, and we have no excuses. The Schenker carrier not only broke the package, but then hid it from us, which didn't allow us to react as quickly as we should have to send back another box of wine. Then, the bad faith of the carrier (it's very difficult to find a serious one in the Vaucluse) continued, and we finally managed to have the parcel delivered before Christmas, but not without threats to the carrier. In short, while 99% of our deliveries go smoothly, it seems that everything focused on this one to make it a real ordeal, and we're deeply sorry about that. We have since taken exceptional measures to monitor all deliveries from this department very closely. Tristan Depauw