Customer reviews of Vignerons d’Exception

Dear Sir, after successfully delivering your first 5 orders without difficulty (albeit to an address that's hard to trace: the corner of two main roads, with no street number or name), your sixth order went very badly. We have over 1000 different wines in stock, and Monique, the person who prepared your order, reversed two cartons. You received a box that you hadn't ordered. This is an error which is normally corrected during a second check by another order picker (while Monique checks the orders she didn't pick), but here the second checker also let the inversion slip through. As we told you on the phone when we called to arrange delivery of the new parcel, this is a very rare occurrence, and we're very sorry that it "fell" on you. You're right, the delivery of the new box has become cataclysmic. The law of series, no doubt... Our carrier did a very poor job (no doubt sending an SMS to your phone with a link to click to choose the date - impossible if it's not a smartphone). In the end, you canceled everything, insulting our logistics department copiously (Samira was deeply hurt by the words used), who called you to try and sort out this re-delivery, which was certainly generated by our preparation error, but which didn't deserve such words. We would like to thank you, however, for giving 5*/5 and 4*/5 to the other two wines you ordered and received, the last ones we delivered. We promise there won't be any more. Best regards, Tristan Depauw.

Dear Sir, despite our private email exchanges, the website "tiers de confiance" Avis-Vérifiés has asked me to "officially" reply to you. Sorry again for these disappointments, which we have since corrected by reimbursing you and correcting our prices, after having noticed, thanks to you, that there were significant discrepancies between the purchase prices of different distributors directly at the winery, which is extremely rare since in the vast majority of cases we display the same prices as those at the winery. Thank you again for your understanding... and for your new order :-) Best regards, Tristan Depauw

Dear Sir, thank you for your 4*, your encouragement and constructive comments to help us improve. Indeed, we select a winemaker first, and if he produces wines at €5-8 we are happy to offer them to our customers. Unfortunately, this is not the case for our 150 winemakers at present, and perhaps there's a reason for this, and it's true that we're assuming our elitism, with the cheapest bottle on our site today at €10. The €20 flat rate we charge for home delivery of an unlimited number of cartons is much lower than what we are actually billed by the carriers. But you're right, it's commonly accepted that the merchant takes on a large part of this delivery, sometimes having to make up for it in the sale price. We probably do this less than our colleagues, and prefer to display a slightly more realistic transport price (while still displaying competitive wine prices). In our view, it's important that transport services don't appear to be free of charge, given the considerable pollution already caused by our deliveries. In the same spirit, we offer transport from €400 upwards to encourage customers to group together (or order less frequently but not all at once), again to limit the number of deliveries. Last but not least, we are currently looking into the possibility of a parcel relay service, which we hope to have in place, both electronically and financially, by the end of 2021. Once again, this solution is not free of charge, and we have to bear in mind that we could be held responsible for any deterioration in the quality of our fine wines, potentially left for a few days by our customers in a tobacconist's or other shop heated to over 20°C... There's not much we can do about it. In short, we're working to improve, but always with the aim of being profitable, and therefore of charging for what costs money... delivery in particular... Thanks again for your confidence! Tristan Depauw