Having posted about the substandard product and even worse customer care a few weeks ago I recently made an email enquiry as to when I could expect my refund. No response from the vendor. Strangely 2 days ago I received an email from Trust pilot stating Garria were again looking for more information to assist them in the matter, other than providing my blood type I cannot see what more information they would like, it's all laid out in my review. The sting in the tail is " If you do not reply within 2 days your review may be removed from online" How convenient is that? A company can ignore you until you write a review that they dislike so they keep asking for information with a 2 day deadline? It may appear that Trustpilot May unintentionally be facilitating them if this is a loophole they can use to evade/ negate bad reviews?
I ordered 8 X 5lt cartons of Julia Florista red wine hoping it would last for the summer. The wine arrived but it was opaque/cloudy, had bubbles in it, left a residue of tea leaf sized solids in the bottom of the glass and it tasted awful. The next carton was the same so I contacted 'customer service' outlined the situation and queried if perhaps they had had a problem with filling, filtration or storage in hot weather? I asked could the remaining order be sent back to them for testing as the wine was very substandard and undrinkable. I was asked for photos which I supplied. It was decided that to progress matters I should open the cartons to check if they were viable for consumption. unfortunately the entire lot was 'Off' I asked for a refund and again asked about returning the remaining product. My emails were then ignored for a period until I persisted... Then I was asked questions as if they had never heard of my complaint ( having been assured earlier that any issue would be 'sorted out' ) such as how much was not fit for consumption? and send photos "as a complaint of this nature is something new to us" That was 30 Jun 25 I replied the same day telling them to look up historical correspondence between us which outlayed the issues and contained photos as requested and that this issue was not New to them... I was then ignored until 07 Aug 25 when I emailed again seeking a refund of 165 euro approx. On 12 Aug I was asked " To resolve the problem quickly (sic...) out of 8 in total how many were fit for consumption" I replied on the same date. none were fit. Asked for my refund and have heard nothing since from them. In my opinion this product is not as advertised nor fit for consumption contrary to European sales ( and possibly on this occasion health legislation? ) law. I am frustrated by their duplicity in saying they would resolve the matter previously and then ignoring emails for prolonged periods only then to act as if the matter was a new development and seek evidence previously submitted, Continued ignoring of the problem, utterly inept 'customer service'. I feel so badly treated by their tactics I may explore the possibility of complaining them to whatever regulatory body has this type of sales / license within their remit. I really hope they don't add insult to injury by posting that my complaint is being reviewed or was dealt with because it clearly was not. If you want to play russian roulette and deal with this company at least be aware if the potential pitfalls. I would give them zero stars if it were possible. This was a reasonably good supplier which has turned into a useless disreputable entity it is sad to see.