Poor communication ruined an otherwise excellent offer
Order was placed on May 27th. On the same day, the estimated delivery date was given as June 6th. On May 28th at 9 a.m., I was informed that the 2018 Pittacum la Prohibición was sold out, but the 2019 vintage was available. I confirmed acceptance of the 2019 vintage immediately.
However, only on the morning of June 3rd, I was informed that the 2019 vintage was also unavailable and would only arrive at the warehouse around June 6th, delaying the entire shipment. I replied immediately, asking for the 11 available bottles to be shipped without waiting, as the wine was intended for a June 10th event.
The response came only on the afternoon of June 4th: “Even if we change the shipping method to DHL Express at our expense, I can’t guarantee the wine will get there before the 10th, since the wines will have to go through customs (as the UK is not part of the EU). I’m really sorry about this. My recommendation would be to cancel the order and issue a refund, so that you can look for the wines in a specialty shop there...” No mention was made of my request to ship what was already in stock.
Had I been told on May 28th that the replacement bottle would only arrive at the warehouse on June 6th, I would have declined it then — and the 11 other bottles could have been shipped immediately and arrived in time.
I’m giving 3 stars only because of the excellent wine selection and fair pricing — those aspects deserve 5 stars. But communication was far below acceptable, and without that strength I would have rated the experience with 1 star.