Vivino Reviews 21,012

Reply from Vivino

3 days ago

Hi,

Thank you for your sharing your feedback and please accept our sincere apologies for any inconvenience caused by the cancellation of your order.
We completely understand how frustrating it is to look forward to a wine and see the order cancelled.

Unfortunately, your order was canceled as our system was unable to authenticate the credit card used to place the order, or the PayPal authorisation time limit was exceeded. We sincerely apologise for any inconvenience this may have caused. Please allow 2-3 business days for the payment pre-authorisation to fall off your account.

To place a new order, please visit www.vivino.com if you tried placing the previous order through the Vivino app and vice versa if you tried to place the order through our website.

Please verify your payment details before proceeding with the checkout, and note that there is an extra step to take for your security: it’s called 3D secure authentication. An authorisation code is sent via SMS or in your banking app. If you haven’t already, please contact your bank or your card issuer to set it up. If you tried placing your order using PayPal, please remember to keep an eye out for an authorisation notification from the app.

After you have set up 3D secure to your payment method with your bank, please add your desired wines to the cart and complete the checkout process via the Vivino site or app.

Kind regards,

Vivino | Customer Support

Reply from Vivino

3 days ago

Hi,

Thank you for taking the time to share your experience.

We’re truly sorry to hear things didn’t go as expected. We aim to deliver a great experience with every order, and it’s clear we missed the mark this time.

Vivino has a +15 million wines catalogue, however not all the products are available for sale, since the app/website works not only as a marketplace, but also as a database.

You can also add the unavailable wine to your Wishlist, so you can be notified if it will ever be available to any of our fulfilment partners.

To add a wine to your Wishlist:
Click the bookmark icon under the wine image.
Once selected, the bookmark icon will turn gray.

Feel free to reach us if there is anything else we may help you with!

Kind regards,

Vivino | Customer Support

Reply from Vivino

3 days ago

Hi Renzo,

Thank you for taking the time to share your experience, we truly appreciate it!

Our apologies for the experience with the delivery time.

Delivery times might vary between fulfilment partner and the best way to make sure your expectations are set correctly is to refer to the estimated delivery timeframe displayed under the green "add to cart" button.

Please be aware that orders placed with Decantalo are shipped from Spain, which may result in longer transit times for deliveries to the United Kingdom. Additionally, packages sent to the UK must go through a customs clearance process before being handed over to the carrier for final delivery.

We know waiting can feel longer when you're looking forward to a special order, but rest assured your shipment is progressing as planned.

Thank you for your patience - we hope your wine arrives soon!

Kind regards,

Vivino | Customer Support

Reply from Vivino

3 days ago

Hi Lee,

Thank you for taking the time to share your feedback. We're really sorry to hear that our service didn't meet your expectations this time.

Our digital assistant, Vivian, is designed to support you 24/7—handling our most common inquiries and gathering key information before passing your case to a human agent. Our goal is to provide answers without any delays for situations that can be anticipated, like an invoice request or how to change a password, and to gather all the relevant information for a faster resolution in situations where you need to be connected to our Customer Service team. We're constantly working to make it smarter, quicker, and more responsive to your needs, but we understand that there is always room for improvement. We have passed your experience to the team that is continuously working on our chatbot - your feedback will helps us to improve, and we're truly grateful for it.

If there's anything else we can assist you with, or if you'd like to share more about your experience, please don't hesitate to reach out.

Kind regards,

Vivino | Customer Success

Reply from Vivino

3 days ago

Hi Augustine,

Thank you for sharing your experience, we're sorry for the trouble you faced but we're glad that the issue has now been solved.

While such delays aren't typical, sometime resolution can take longer than expected, especially when they involve deeper investigation or coordination with partners.

We appreciate your patience and understanding throughout the process!

If there's anything else we can do for you, don't hesitate to reach out - our team is always available to ensure your Vivino journey ends on a positive note!

Kind regards,

Vivino | Customer Support

Reply from Vivino

4 days ago

Hi Pau,

Thank you for your sharing your feedback and please accept our sincere apologies for any inconvenience.

While we make every effort to keep our stock information up-to-date, there are still some rare instances where the product sells out before the system updates.

With hundreds of thousands of wines available and hundreds of partners, all trying to provide exciting wines and prices, there is a tiny chance of misalignment in our inventory for a few seconds. Also considering the fragile nature of wine, it's also very possible that some bottles we thought were in stock either broke or were found to be corked and had to be removed from circulation. We are continuously working on improving our inventory management systems to eliminate all possibilities of those situations, but it's a work in progress.

If there's anything else we can assist you with, or if you'd like help selecting a similar wine, we'd be happy to help.

Kind regards,

Vivino | Customer Support