Customer reviews of Vignerons d’Exception

Dear Sir, we regret this unfortunate experience and must detail the very exceptional and totally unforeseeable nature of the error you suffered. A rare error, but one for which we apologize once again, as we have already done by email and telephone. You had ordered our latest box of Stéphane Ogier's Condrieu 2017, a wine that was also sold out at the domaine, and therefore difficult to replace in a few days. The carrier, understaffed and completely disorganized (like all carriers) in this period of confinement, reversed one of your three cartons with that of another customer. The other customer told us "he wasn't quite sure, but had received nothing abnormal" obviously, the wine he had ordered - and which you received - was worth four times less than your Condrieu which was delivered to him instead. This customer refused to allow us to send the carrier to his home to rectify the error. In short, all we could do was ask the winemaker if he could sell us a case of his 2017 Condrieu from his personal cellar, so that we could deliver it to you. The winemaker was difficult to reach personally during this period of strong vine growth, and his employee couldn't make this kind of decision for him. He kindly agreed to sell us the box and ship it to us. All this takes time and we explained it to you by phone, you also told us that you understood the situation and that there was no hurry. We received it yesterday May 7 (you may have seen it if you subscribe to our newsletter: we were announcing the arrival of our long-awaited restocking at Stéphane Ogier), a month after the fact, and are confused. In fact, not only the quality (cf. the inversion of which you were a victim) but also the carriers' lead times have been extended during this difficult period. It was risky to send you wine on the eve of a long weekend, given the current disorganization of the carriers, and we thought it preferable to wait until Monday May 11th to send you this box... Fortunately, this kind of very exceptional circumstance happens very rarely... and unfortunately it happened to you, for which we apologize once again. You will soon hear from the carrier who will come and carry out the planned exchange. I hope to have the opportunity to show you that our delivery service is also capable of the best in the future. Best regards, Tristan Depauw

Dear Sir, you're absolutely right, this is completely unacceptable and I apologize for the appalling behavior of our Parisian carrier. The driver must not really know the meaning of the word "legal", nor the contract that binds us to this carrier, which requires him to call all our customers to agree on a delivery slot that suits everyone. Most of the time this goes well, but in this case it's a complete fiasco, and I can only offer you our deepest apologies, while making it clear that I will of course complain about this behavior... and especially about the absence of a telephone call to arrange a suitable delivery slot.
And if you were to try an experiment with us again, we would of course take the necessary precautions to ensure that the delivery went smoothly. Unfortunately, we can't be behind every delivery driver in France, and we hope that you will forgive us this faux pas, and above all enjoy the wines in our selection. Yours sincerely, Tristan Depauw