Mash & Grape
Reviews and Complaints

I had a real hard time with Mash & Grape. They couldn't even find my order, can you believe it? I had to bug them for a whole two weeks before they even bothered to reach out to me. And guess what they said? They told me I'd have to wait another two weeks for my stuff. Can you believe the nerve? I'm never gonna use them again, that's for sure.

I ordered from Mash & Grape before Christmas, expecting my order to be processed within 1-5 days. However, it's now January 8th and my order is still marked as unfulfilled. I've been trying to reach out to customer service for assistance, but I haven't received any response or help yet.

I ordered from Mash & Grape and they still haven't told me why I haven't got my vodka yet. I paid for it on 11/28. They don't have a phone number, only a messenger. I managed to reach them once, but now they're not responding.

I ordered and paid for my stuff on December 9th. It's been like 15 days now and I still don't know where my order is. I've tried reaching out to them a bunch of times, but no luck. I just want my money back. I'm never shopping here again.

I bought somethin' on 12/23. It's now 12/31 and the thing ain't even been shipped yet. I'm super bummed 'bout this company and ain't gonna use 'em no more. Mission *** is way better, ya know! If I could give 'em a zero (0) rating, I totally would.

Ordered 2 bottles of Bourbon and they only sent me 1. After a couple emails, all they tell me is they're waiting to hear from their vendor. Don't order anything from this company, they steal from you and never follow up on missing orders. I'm seeking to have them shut down.

If I could give zero stars, I would. I ordered my bottle on December 15 and never got it. In January, I finally reached out and asked where the bottle was. They told me the bottle got sent back to the sender when I never even got an ETA on shipment. When I asked them to fix it, they told me that to send it again, I'd have to pay an extra $30 or a $17 restocking fee if I wanted a refund. I asked for a full refund since they were basically stealing from me. Why would I pay for nothing? It seems others have had problems with this same company too, which wasn't surprising.

I ordered a bottle from Mash & Grape and they said it would ship in 3-5 days. But it took them 10 days to even start looking into it. Then, magically, a few hours later I got a notification from *** saying they made a label. But after a whole week, it still didn't ship. So, I asked for a refund, but they said it was probably too late because it already shipped. I told them it didn't ship yet, even though they made a label. The customer service person said they don't control the vendors, Mash & Grape is just a site that finds sellers to order from. The next day, 21 days later, *** finally got the package for shipping. I finally got my refund 2 days later, and the actual vendor told *** not to deliver it. This business is really shady and their practices are questionable.

I ordered the Dictador 2-Masters $1000 rum bottle from Mash&Grape on March 10, right after getting their email. They said it was "in stock" and would take 2 days to process before shipping. A whole week passed, and I emailed them. No reply. After sending several more emails, I finally got a response from "Benedict" 36 hours later, saying my email was sent to the "right people". But then, nothing. Another 48 hours later, on MARCH 19, I sent a short email saying I wanted to cancel and get a full refund. Can you believe it took 12 (!) hours for "Marie" to reply, saying they were waiting for the item to be "restocked"?! And they had too many orders, so they would give me a refund. Wow, Marie, big deal. I could have gotten it from *** anyway. The worst part about this company is their awful, disrespectful customer service. If you check online reviews, you'll see I'm not the only one complaining about this. In the middle of a pandemic, most companies have stepped up their customer service. This is not okay for a small company, and it's deceptive. I've ordered from them once before, but I'll never EVER order again, and I'm telling everyone I know. I live in NYC, and this is a dumb move for a NYC-based company that won't survive with this kind of "service".

I made an order on 01/29. On 01/31, it got updated to "Ordered product". Since then, no change. I sent my first question on 02/08, asking if there was any holdup. I know there are supply issues right now, but I thought they would at least show that the product is on its way. They responded that they are waiting for the items I ordered to ship to their business hub from the retailer fulfilling the order. Then, it would take 1-5 days for order processing and another 1-5 days for it to arrive. No problem. However, by 02/21, there were still no changes. I sent another email, stating that it had been 3 weeks and nothing had changed. I wanted to confirm if my order was actually placed. They responded that they sent an email to the retailer and would update me when they heard back. But by 02/27, there were still no changes. I asked how long an email response is supposed to take from the business who is assembling my order. They said they were still awaiting a response and forwarded my concern to their internal team to follow up. Still, by 03/03, there were no changes. I let them know that it had been over a month without a single update. It shouldn't take over a month to assemble a product, and it shouldn't take over a week for a business to respond with a simple "we're still waiting on the product to arrive". I informed them that in a month, the only action they took was to take my money. I asked for an update by the next day, or I would request a refund. Today, on 03/04/2022, they informed me that they can't do anything about it as they are functionally a middleman. They said the fault lies with the retailer. They said they would email the retailer again and "loop in the fulfillment team". True to my word, I responded asking for a refund. Let's hope I receive it. To their credit, the customer service reps are very professional while still being firm. I understand it's not their fault at all.

I got this bourbon subscription as a Christmas gift, and on their website, it said it would arrive in 5/7 days, which I thought was perfect. But now it's February 3rd and still no delivery. They haven't responded to my refund emails, and there's no phone number to call. This company is a fraud.

I ordered a product on 12/13 and got a confirmation that they charged my card. But since then, I've sent 4 emails and lots of support requests, and still don't know where my order is. It seems like this company doesn't have any support people or a real plan for getting orders to their customers. They don't even have a phone number that works, and they don't answer emails.

I ordered from Mash & Grape on 8/26. Got a confirmation on 8/27 saying it was packed and with the carriers. They said it would be shipped on 8/30. I checked every day and it's still packed and with the carriers. I sent 5 emails to Mash & Grape asking about the delay and to confirm shipping. They haven't answered any of my emails. Not even one reply. I called...but the call got disconnected. Terrible customer service. I ordered it as a birthday gift...but the birthday has already passed...and the company hasn't responded at all.

I ordered a special gift (#***) for Christmas, but the package was tried to be delivered twice. I called the shipping company to make arrangements to be present for the delivery. However, they returned the package, and now I've been trying every day to reach out to Mash and Grape to receive my product. I simply want the product to be delivered again. The website claims they attempt delivery three times, but they only tried twice. I've sent numerous emails and tried calling, but no one answers or responds to my emails. All I want is the product!

This company was supposed to deliver a package to me. After 2 days past the delivery date and no updates to tracking, I contacted them. Today, 4 days late, they email me saying multiple attempts were made, which isn't true. I'm a stay at home mom who was waiting for this to come because I had to show ID and sign for it. Then they tell me they'll refund the money but take the 15 dollars for a restocking fee out. Again, this is not something that is any fault of mine. I was home waiting for this delivery for days, which is why I emailed them in the first place.

Ordered on March 4, 2022. Still no sign of my order. I've seen so many complaints about this business, and now I just want my money back. The deal seemed great at first, offering a variety of cocktails at a reasonable price. I went ahead and ordered 2 packs of margaritas, 1 pack of Long Island ice teas, and I believe 1 pack of strawberry daiquiris. They had a special offer for four packs at a discounted rate. I reached out to the company I ordered from, Buzzz, and they told me they sent the order to Mash & Grape. Can't get any communication going. Please assist. Thank you for your time.

I bought a real pricey gift set from these guys for like 80 bucks, but with shipping, it ended up being 93 bucks. Can you believe it? They sent me the wrong thing, and it's not even worth more than 20 or 30 bucks. I've been emailing their customer service a bunch of times, trying to sort this out, but they ain't responding. Same goes for calling them. I checked out their Facebook page, and it's pretty clear that this ain't no isolated incident. They keep ripping people off, not giving them what they paid for. And don't even get me started on those reviews on their website. They're so fake, it's laughable. I just want them to fix this mess and at least give me my money back. This company is nothing but a scam, straight-up stealing from folks.

On Feb 18, I had a chance to buy some bourbon from the Reddit r/bourbon page. Mash & Grape was the store where I made the purchase. The thing is, they charged me three times, but their system didn't give me an order number. Luckily, the fourth charge did generate an order number. I reached out to their support team, but it's been a few days and I haven't heard back from them yet. The correct order number is #***, and they charged my credit card correctly for $249.99, which is fine by me. However, I do want a refund for the three other charges that didn't generate an order number. Those charges add up to $824.27. I've attached the latest email exchange with their support team and a screenshot of my credit card statement showing the double charges. I also tried calling their *** line, but the only option available was to leave a message.

I ordered a case of wine on March 16, 2022. Order #***. They said it would ship in 1-3 biz days. Few weeks later, got an email from Mash & Grape employee ***. They said the product still hadn't arrived at their Hub and they'd trace the order. I replied okay, I'll wait. Next email was from their employee *** Melarastating. They said the product still wasn't in and they didn't have an ETA for when the wine MIGHT be in stock. They offered a refund if I wanted. I replied yes, please refund the $241.20 charged to my card. After that, no response from them. I don't want the product anymore, I WANT MY MONEY REFUNDED TO MY CREDIT CARD. They use a bogus number, no one answers and they don't return messages. Also, they conveniently don't respond to my emails anymore. This company is a fraud!

On 02/05/22, I joined the 1-bottle per month whiskey club as a present for my wife. They said it would ship on or by the 10th of each month (see order #*** where I paid $251.97). But I didn't get my first bottle by Valentines Day. So, I contacted the company on February 18th. They said they'd send it right away and I'd have it in 3 days. On the 24th, I contacted them again and they said they would ship it soon. Finally, I received my first bottle almost two months after signing up for a 3-month subscription program. The product was listed as an $86 bottle on their website. A couple of days later, they sent me THE SAME EXACT bottle. Not a different bottle to catch me up with my plan, the same bottle that wasn't really all that good. It definitely wasn't worth $86, let alone the $251 I've already paid for my subscription. Then, a third and different bottle arrived and it wasn't much better. And again, it was another non-brand rip-off company, not one of the premium brands they advertise to get customers to join the club. I reached out to customer service many times and they never resolved the problem (emails can be provided). I expected another, different bottle to be sent to fix the mistake of sending me the same inferior product. That's what I would have done as a business owner. I would have corrected it right away by sending an actual name-brand that's advertised. Fast forward months later, they still haven't made it right. I canceled my 3-month subscription the other day. It seems that this subscription service is a ripoff under good advertising using trusted whiskey brands, none of which the customer will receive. Instead of a refund, I would like them to make it right by sending me a premium bottle worth the premium price I paid. Then, I'll walk away and never do business with them again.

Complaint: I ordered from Mash and Grape on Wednesday, June 15th. They said it shipped on Thursday, June 16th. I tried to track the package using the links and numbers they gave me, but it didn't work. The *** website said the shipment was "not found" (see screenshot). I waited a few days and tried again, but got the same message. Mash and Grape's tracking said there was a "shipment issue" on June 21st and 22nd (see screenshot). They didn't contact me about it. Yesterday, I asked Mash and Grape what happened to my package (see screenshot). Today, they said I missed delivery attempts and I have to pay $30 or $17 for a refund (see screenshot). They never tried to deliver to my address and didn't give me accurate shipping info. Proposed resolution: I want my package (it's a wedding gift) and I shouldn't have to pay for their mistakes. Thanks for your help.