I sincerely hope that you and yours are safe and healthy in this unprecedented chapter of modern history.
I wanted to update everyone on how things are going at Vinesse. Perhaps not surprisingly, when “lockdown” orders abruptly came down, demand shot up. Overnight, orders increased dramatically. Immediately, we scrambled to protect our customer service team while enabling them to work from home. We also sped up our winemaking and wine buying schedules to meet anticipated orders.
Our warehouse was similarly taxed. Ditto FedEx and UPS. Despite these obstacles, tens of thousands of customers were able to get their wines delivered and their questions answered in a timely fashion over the last 60 days. However, we are keenly aware that in many instances, our response and delivery times were too slow. Try as we did, we too often simply did not live up to your expectations or our standards.
To those of you who experienced late wine deliveries or slow response times when you have called, we heard your frustration; please accept my sincere apologies. Please bear with us as we are re-engineering our business to operate safely and reliably in these new conditions. Steadily, we are digging out. As we bring in new hires and implement new procedures and technologies, customer service availability and delivery speeds are improving. The online channels are currently more consistent for placing orders and getting service.
Delivery delays notwithstanding, the good news is that our team of winemakers and wine buyers have been able to stay on top of this increase in demand and continue to keep our stocks topped off with a delicious selection of award-winning wines to share with each of you.
Especially in this time of change we reflect on our good fortune, and we as a company are extremely thankful for the continued support and understanding of members like you.
Stay well, and thank you for being a part of our community.
President, Vinesse Wines