Fog Crest Vineyard — Restaurant in Sebastopol

The customer service for wine club members is some of the worst I’ve ever experienced. We have been trying to cancel our membership for over a year, have been charged for shipments that were never received, and no one answers the phone or responds to emails. Truly the most bizarre, unprofessional, ridiculous customer service practices I’ve ever encountered.

EDIT 8/20 including my husband's review below. We have filed a complaint with the BBB

This business does not care about it's customers and is so impossible to reach it's almost comical.

I was a long-term customer of Fog Crest. In 2024 we received a shipment of wine where all the wine in the shipment was broken. In typical situations, wineries offer replacement of broken bottles, but Fog Crest was impossible to reach in spite of (literally) 50 phone calls and emails.

Since I couldn't reach them, I canceled my subscription to their wine club.

Flash forward a few months, they charge me another ~$500 on my credit card for wine, but never ship me any wine (in spite of the fact that I had already canceled online). Again, dozens of calls and emails, no answer and no response. Still trying.

A few months after that, they charge me ANOTHER ~$500 on my credit card for wine, but don't ship that wine to me either.

After probably 100 calls and emails, I finally talk to the wine club coordinator on the phone. She of course acknowledges my dozens of messages, and acknowledges my situation. She says she will replace the wine that was broken and figure out why they've been charging me for wine I haven't been receiving and make it right. But that she can't talk right now and she'd call me back with more information.

That was a month ago. I've now called again dozens of times, and emailed. No response. Called and emailed the owner, no response.

This is borderline criminal: $1,500 in charges for undelivered product, a non-existent customer service experience, and an online system so archaic that it doesn't process your cancelation and continues to charge you for product.

Do your self a favor and avoid Fog Crest...

Updating my one star review after we were again charged for wine we did not receive.

This business does not care about it's customers and is so impossible to reach it's almost comical.

I was a long-term customer of Fog Crest. In 2024 we received a shipment of wine where all the wine in the shipment was broken. In typical situations, wineries offer replacement of broken bottles, but Fog Crest was impossible to reach in spite of (literally) 50 phone calls and emails.

Since I couldn't reach them, I canceled my subscription to their wine club.

Flash forward a few months, they charge me another ~$500 on my credit card for wine, but never ship me any wine (in spite of the fact that I had already canceled online). Again, dozens of calls and emails, no answer and no response. Still trying.

A few months after that, they charge me ANOTHER ~$500 on my credit card for wine, but don't ship that wine to me either.

After probably 100 calls and emails, I finally talk to the wine club coordinator on the phone. She of course acknowledges my dozens of messages, and acknowledges my situation. She says she will replace the wine that was broken and figure out why they've been charging me for wine I haven't been receiving and make it right. But that she can't talk right now and she'd call me back with more information.

That was a month ago. I've now called again dozens of times, and emailed. No response. Called and emailed the owner, no response.

This is borderline criminal: $1,500 in charges for undelivered product, a non-existent customer service experience, and an online system so archaic that it doesn't process your cancelation and continues to charge you...

Beware! We have been robbed by Fog Crest and the owner, Rosalind. They have charged us multiple times for wine they never shipped to us. We have filed complaints with the Sonoma County Consumer Fraud Division. They don't answer the phone when you call, they don't return voicemails, and they ignore emails. There are so many other wineries in CA, don't waste your time here and risk being robbed. I see that others have shown up for a tasting after making reservations and paying for it, only to find the doors are locked and no one responds or refunds the money. SCAM!

~UPDATE TO YOUR RESPONSE: I find it hilarious that you respond to my review and COMPLETELY ignore the multiple emails, phone calls and messages I have sent directly to you. I can prove that you charged us multiple times and never shipped the wines. We canceled our membership in November 2024 after we realized you kept charging us and never shipped wines (you did this also to our friends who were members and have since canceled) and then you charged us again in June. We had to cancel our credit card. I have screenshots of our account that show multiple shipments with no tracking numbers or data whatsoever. You called us once, left a message, and I returned your call, left you voicemails and sent you about 20 emails with no response from you. We are not the only people you have done this to...there are many other reviews out there with the same thing happening to others. You don't have miscommunication...you don't have any communication at all and have done absolutely nothing to try and resolve this from a long time Fog Crest member....