Open Quote Requests Options

[Anthony A170]

After submitting an open quote request, you receive an email stating that the team will make an attempt to locate the wine. As a criticism, there is very little interaction or updates relating to the search. I feel that once an open request is submitted a status email relaying issues, delays, unable to locate, nothing available, would suffice.

Thanks for accepting the criticism.

Nonetheless, you guys are the best.

[Rachael Kansas]

Thank you for your feedback... and your kind words! We are always struggling to find a balance between communicating too often and too little with our customers.

Currently we send emails for quote requests when the request is submitted and then either to inform our customers that we are unable to locate the wine or that the wine is available. At all other times, quote requests are considered "in progress" - or in other words, they are in the queue and our buying team is still searching. If some time has passed since the request was originally submitted, this just means our buying team might not have had any luck just yet, but we're aren't giving up yet either!

You can always check the status of your requests by logging into the site and visiting the "My Account" page. In the "Wine Store" section you will see a link to "Open quote requests." Please also remember priority is given to requests of six or more bottles and requests valued over $250.

[Steve Bachmann]

In addition to Rachel's comments, we send out a monthly reminder by email to each customer of their open quote requests both to let them know we are still tracking their request and to give them the opportunity to cancel any that they may have found elsewhere in the interim.

Many requested wines are allocated or rare and not generally available from trade sources so there is no further status update to report after an initial response. These wines are often obtained through purchases private cellars and when such wines are posted to our web site, anyone with an outstanding quote request on that wine will be notified automatically by email the following morning. Depending on the wine, we might buy it within a week or two or it might not surface for months or longer.

We are developing some new capabilities now to be more proactive in tapping the supply of our own VinCellar users who opt in so I expect the response rates will only improve from here.