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Firstleaf Wine Club Review


ConsumersAdvocate.org Rating: 4.9 / 5 (Excellent)
78 Customer Comments & Reviews - see all comments
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Founded in 2015, Firstleaf is a wine club that uses technology to match consumers to wines that fit their unique tasting profile. With over 150,000 customers, Firstleaf uses consumer feedback to customize its boxes for every individual’s palate. The company’s wineries are located in Napa and Sonoma County, California.

Firstleaf provides members with direct-to-consumer wine services, delivering wines sourced from vineyards all over the world. Orders are delivered within 2-5 days to a location of your choice, with a frequency that can vary between one, two or three months, depending on the customer's answers during the introductory quiz. Nonetheless, delivery frequency can be adjusted at any time in the account settings. 

Years in Business

Since 2015

Membership Programs

After completing a nine-question quiz about their wine preferences, customers can sign up for a customizable subscription. Customers can choose the type of wines they want to receive (reds, whites, or a mix of both),  as well as indicate whether they enjoy the occasional sparkling and rosé. 

If you decide to join the club, the initial shipment of six wines is $39.95. Subsequent orders cost $90 (around $15 per bottle). 

All Firstleaf club shipments contain six bottles that reflect each individual's taste, as determined by their wine profile and the ratings they submit online. By using an algorithm that analyzes 13 billion data points, Firstleaf states that each shipment gets better as you rate more wines. 

Customers can re-order their favorite wines or try new ones. Firstleaf gives customers the opportunity to preview each shipment, allowing you to swap out a wine you’re not interested in for something you'd enjoy more.

Membership can be canceled anytime and does not require a signup fee. However, if you are not ready to commit to a membership, you can shop at Firstleaf's online store, where you'll find various gift packs for purchase without the need to sign up. 

Shipping

Firstleaf ships to 46 states and Washington, D.C. (No deliveries to Alabama, Mississippi, Rhode Island, or Utah). Orders are usually shipped about 24 hours after being placed, with delivery via FedEx or UPS ground shipping. Speed of delivery varies by location, but typically takes about two to five business days.

Customer Service

Firstleaf offers its customers a 100% satisfaction guarantee: if, for any reason, you're not satisfied with a bottle you receive, you will get a credit for it (minus shipping) to use for another bottle in the future. 

Firstleaf’s Member Experience team is available to help customers via phone or chat seven days a week, from 9:00 a.m. to 8:00 p.m. ET. Customers can also write them an email to resolve specific issues. 

Customers can also take advantage of a membership perk by booking an appointment with a certified wine concierge that helps in selecting the best wines suited to your palate.

Firstleaf is an accredited business with the BBB and has an A+ rating, as well as a 4.7 out of 5 with Trustpilot.

Firstleaf Wine Club Review

With a wide variety of award-winning wines from all over the world, Firstleaf is a solid contender in the wine delivery industry. What makes it stand out from the rest, though, is the degree of customizability club membership provides. As a Firstleaf member, you have a say in what kind of wines you receive and can change the contents of each shipment as you see fit. 

Furthermore, members can receive deliveries whenever it is most convenient for them. Firstleaf encourages customer feedback and caters to a wide range of customer tastes and subscription preferences.


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78 Customer Comments & Reviews

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A
Alex P
12/11/2020
I am a trained Sommelier and I am still waiting for a company to nail this home delivery formula. First Leaf fail on most points. Mainly... The wine is dressed up table wine. Don't let the '700 awards' fool you. They will refund you if you are not happy but that money can only be put towards you next order. Not really a refund at all. My advice take the opening offer & get some average wine for $7 a bottle and don't ever go back.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi Alex, we're sorry the wine didn't match your taste. A lot of science and math goes on behind the scenes to match each wine to your tastes. When you rate a wine that you’ve tried, we’ll be able to use that information to determine the kinds of wines you like and filter through our inventory and make a box specific to you.

lavinbarbara79
12/7/2020
The absolute worst customer service! I ordered wine to be delivered on 12/2 because I was working from home that day....it is now 12/7 and I still have no wine, UPS had me pick up at a location half an hour away because I could not change delivery date...only to get there to pick up...and NO WINE! They have no idea where it is and will call me when it arrives. I'm not holding my breath. Tried calling Firstleaf to see what they can do to rectify the situation. I was on hold for 10 minutes, then was told they would call me when an agent was free...now 4 hours later.....still waiting.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi there, we're sorry for the wait time! We're experiencing a very high volume due to the holiday season. We send out a replacement order for any lost or damaged order!

J
Jeffrey A
12/3/2020
ID LEAVE ZERO STARS IF I COULD. WORST WINE CLUB! Worst customer service. I ordered on 11/29 and told wine would be delivered on 12/1. It never came and tracking shows FedEx hasn’t received my box. On 12/3, I was actually told my wine would be delivered on 12/1! So, I guess they’ve developed a time machine. The rep couldn’t tell me where my order was or if/when I would receive it. His only solution was to cancel my order and membership. Fine with me. But, seriously, that’s not good or appropriate customer service and satisfaction at all. Good riddance.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi Jeffrey, apologies for this, this is not the experience we wanted you to have. We're happy to try and make this right! We can file a claim with the carrier and start an investigation ASAP! Our email is service@firstleaf.club.

C
constance c
11/30/2020
have received 3 shipments, So far so good- loved the wines, only one white which was a bit too sweet but for the price all were quite nice and a good value! will keep the every 3 month subscription for now! good online customer service, no problems.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi Constance! We're so happy to hear you're enjoying the club. We always offer store credit for any wine you dislike, just let us know!

P
Philip H
11/19/2020
They will not issue a refund and their cancellation flow aggressively pushes you to purchase more while hiding the buttons to continue the cancellation process. It is very manipulative. In addition to not issuing a refund for an order, they will charge you a restocking fee. I requested a cancellation and refund within minutes of placing my order. This is essentially a scam and I recommend you stay away.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi Philip, we only charge a restocking fee if an order is returned to us for a refund. We're happy to look into your account and clear things up for you, our email is service@firstleaf.com.

F
Frustrated
11/15/2020
We’ve been very loyal customers, but we cannot stand Fed Ex. The delivery times are not announced and the times of the deliveries are sporadic. We are held hostage to the whims of Fed Ex and have started to look at other providers. Formerly, we would have given 5 Stars, but I’ve lost my zeal—I would have abandoned your company, but my wife wants to hang for a little bit longer. One other item of concern is your stock-outs. We are provided with a sample bottle only to be informed that no more bottles, of our preferred wines, are available. Currently, we have started to replace our inventory with other wineries and may soon stop purchasing your products all together.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi there! We're always happy to set your preferred carrier to UPS instead of FedEx, just let us know. We try to produce enough wine for the club and for our members to reorder, however, so that we can keep the wines new and exciting, they're smaller batches of wines. Our wine maker is often working on different wines to add to future club shipments as well. We have a great wine concierge team that is always happy to recommend a similar wine as well.

fioricaleo
11/13/2020
I don't recommend Firstleaf wine club. There is a commitment to membership unless you go onto the website and cancel. Otherwise, the company will send you package of wine bottles without your choosing or approving of the charge. For me, this is bad business practice and leaves me with a negative experience. Also the quality of wine is spotty or bad. I notice the alcohol volume on most of the bottles I received were slightly higher by 2% then most good wines which makes on difference in tasting flavor of the wine. You can tell by the scent when a bottle is uncorked.

Customer S  
Official Response

Service of Firstleaf Wine Club
Our club is an ongoing subscription. We let you control how frequently orders come to you and you can get them automatically every 1, 2, or 3 months depending on your preferences. If that's still too frequently, we always let you set the next delivery date in your account and you can keep pushing it out until you're ready for more wine. A lot of science and math goes on behind the scenes to match each wine to your tastes. When you rate a wine that you’ve tried, we’ll be able to use that information to determine the kinds of wines you like and filter through our inventory and make a box specific to you. We're happy to schedule a consultation with our wine concierge team, just reach out!

fioricaleo
11/13/2020
I don't recommend Firstleaf wine club. There is a commitment to membership unless you go onto the website and cancel. Otherwise, the company will send you package of wine bottles without your choosing or approving of the charge. For me, this is bad business practice and leaves me with a negative experience. Also the quality of wine is spotty or bad. I notice the alcohol volume on most of the bottles I received were slightly higher by 2% then most good wines which makes on difference in tasting flavor of the wine. You can tell by the scent when a bottle is uncorked.

Customer S  
Official Response

Service of Firstleaf Wine Club
Our club is an ongoing subscription. We let you control how frequently orders come to you and you can get them automatically every 1, 2, or 3 months depending on your preferences. If that's still too frequently, we always let you set the next delivery date in your account and you can keep pushing it out until you're ready for more wine. A lot of science and math goes on behind the scenes to match each wine to your tastes. When you rate a wine that you’ve tried, we’ll be able to use that information to determine the kinds of wines you like and filter through our inventory and make a box specific to you. We're happy to schedule a consultation with our wine concierge team, just reach out!

dldeatrich
10/29/2020
I am heartily disappointed by this organization. The teaser they sent to me said no automatically shipped orders and no charges to a credit card without authorization. Both are untrue. They said I must sign for the delivery, but the wine was dropped on my doorstep on a hot day with no document to sign shared. I believe that is illegal in my state. The directions they gave me for their web site to cancel did not work, and my requests for assistance to do that went unanswered. When I e-mailed I got no answer. When I called on the phone the poor people that answered were very nice but unable to address their customer's concerns. The first time I was promised a call back from a manager... Read More

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi there! We make it very clear that our club is an ongoing subscription with automatic shipments. Signing is being waived by carriers due to COVID, this is something both FedEx and UPS are doing for the safety of the recipients. We're happy to walk you through the cancellation process, although I do see your account was closed yesterday. Please let me know if there is anything else we can do for you!

W
wendy
10/20/2020
I am not happy with the company. On Sunday evening, I placed an order and didn't realize it was forcing me to join their club. First thing Monday morning, I called to cancel the order and the wine club. I was told that it would be done. Today (Tuesday) I received an email and a tracking number for the wine. I called to let them know that yesterday I cancelled the wine and the club membership and the unfriendly lady on the phone told me that I would be charged a $20 restocking fee. I shouldn't be charged for anything. It was less than 24 hours. I am extremely unhappy.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi Wendy, we're sorry to hear about your experience! We're happy to fix this for you, we keep records of every request. Please reach out to us with the date of your order cancellation and we'll waive the restocking fee and refund you in full!


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