Horrible Customer experience, seller wanted me to pay for deteriorated wine
I wasn't at home when DHL tried to deliver a box of wine (totals € 144) at 11:45 am and I got a note saying that I could pick it up at the packing station the next day after 11:00. The box of expensive wine was in the metalic packing station with high temperature for a whole day. Everyone knows that wine can't be heated, as it will deteriorate.
As Liebingsweinladen doesn't have a proper agreement with DHL, I wasn't notified about the delivery and I couldn't inform DHL I wasn't home and the package could be let in my garage or with my neighbor.
As the wine deteriorated during this 24 hours, I asked Lieblingsweinladen to reimburse me (the deteriorated wine wasn't picked up by me and will return to them). Here is what they answered:
"Wein ist ein sensibles Gut, wie Sie selbst schreiben. Durch Ihr Unterlassen einer Abholung bei den Temperaturen in dieser Woche, wird der Wein so für uns nicht mehr verkaufbar sein. Dies ist Voraussetzung für einen rechtmäßigen Widerruf und eine Erstattung, die wir an der Stelle daher ablehnen müssen."
Wine is a sensitive commodity, as you write yourself. By your failure to pick up at the temperatures this week, the wine will be so no longer sellable for us. This is a prerequisite for a legitimate revocation and a refund, which we must therefore refuse at this point.
I showed them the note saying I could only pick it up after 11:00 am the next day (the wine would be already deteriorated by the heat). But they said they won't reimburse me.
With my review, I want to make sure other clients with good faith don't buy at Liebingsweinladen as they will either lose their money or have to drink deteriorated wine if they happen not to be at home and DHL decides to put the package in a packing station in the summer time.