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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.
 
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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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Denise K
7/9/2020
I received Firstleaf's special offer and when I tried to take advantage of this offer online, THEY SWITCHED WINES from the brochure that stated "These six wines are already reserved in your name," to lower priced, lower quality wines. When I called to question this, they told me the wines offered to me were NO LONGER AVAILABLE! This was one day after I received this offer in the mail!!! Bait and switch, maybe?!?!

Customer S  
Official Response

Service of Firstleaf Wine Club
Apologies for the confusion! If a wine is out of stock we swap that out for a comparable wine. These flyers are written and printed a couple of months before they are sent out. Due to the recent pandemic, we have sold out a lot quicker than normal. We are still happy to honor the offer, feel free to reach out if you need any help from us!
A
Alice S
6/29/2020
I am VERY disappointed in the business practice but I suppose that it is par for the course these days. I needed to cancel due to simply not being able to afford the prices. It is GREAT WINE. I sent an email to cancel as there are no instructions otherwise. Apparently, they sent me an email (which I have no record) and I answered the page and thought that was it. But, nooo.... you have to click through at least two more pages or your request will go unreceived. Good luck if you join. The wine is delicious but it’s more than I like to spend. They refused to help me when I called, noting that the email said my order was on the way! I had canceled and truly didn’t want to spend another... Read More

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Samantha
5/27/2020
I ordered my first box of wine from Firstleaf during the pandemic and at first everything seemed good. The wine was decent for the discounted price, but my fiance and I ultimately did not feel it was worth continuing. I went online and although it was not intuitive-I went through the process of cancelling my subscription. One month passed, and I received a text message that I needed to sign for a package at my door...turns out that Firstleaf charged me ~100$ and sent me a box of six wines. I emailed them promptly asking to fix this mistake and the response that they gave me was "Thanks for reaching out. Actually, in our system your subscription has not been cancelled, which is likely why... Read More

J
jay q
5/26/2020
Great concept but horrible customer service. I used Firstleaf to order and discover new wines during the pandemic since we were all spending more time at home. I had received a signup code with a $20 discount from a friend after she made her first order. This brought my total for my first order of 6 bottles plus 3 basically complimentary bottles to $87. Not a bad price for bottles that retail $20+. The bottles arrived when promised and, although I wished there was an app, I used the browser to give thumbs up or down on each bottle and leave notes for myself in the future, being told this would guide my next batch of battles and I'd be able to swap bottles out in future orders for what... Read More

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi Jat, Apologies for the confusion! Your intro shipment is not a club shipment but an introductory shipment. After your first club shipment, you can refer friends and family for a $20 store credit. I am so sorry Debra gave you the wrong information, we are working hard to train new hires so we can get back to you ASAP. Swapping a wine will add in the next bottle our algorithm thinks you will like. If you'd like to request a specific wine we are always happy to work with you on your box and help you customize it. As for the quality of your second shipment, discovering new wines is a process and it takes us some time to learn exactly what you like. We offer our 100% satisfaction guarantee because we know we can’t hit the mark with every wine, but we firmly believe you shouldn’t have to pay for something you don’t like. We are always happy to add a store credit for any wine you dislike.
K
Kathy
5/18/2020
I placed an order on April 18th for the introductory shipment, and upgraded at that time to receive 12 bottles instead of the original 6. My order showed 12 bottles and I was charged for 12 bottles. When the shipment was delivered on April 25th, I received only 6 bottles. I emailed their customer service that same day and asked for a response. I called the next business day (Monday) and left a message for a return call. I waited another week before reaching out again, and then another. I did not hear back from anyone despite at least 4 messages and ultimately launched a dispute with my credit card company. It's unfortunate that the customer service response is so poor because the... Read More

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi Kathy, Apologies for the delay! We are trying to get back to everyone as soon as possible. We would be happy to send out a 6 bottle replacement or refund you right away. You can call us Mon-Fri 9 am to 8 pm EST if you still need any help!
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William G
5/18/2020
I placed an introductory order for my first shipment of wine From Firstleaf on 05/08/20. The website initially indicated that I would receive a shipment on 05/12/20. Since then, the website indicates my next shipment will come in July, but I never received the first shipment,and 10 days have passed. I am not able to reach anyone by email (Automated responses that don’t address my concern) or by phone (45 minute terminal hold). A friend asked me if they should try Firstleaf, and I had to reply that they should wait until I get a response. I know that things are difficult with Covid issues, but there should be better communication other than automated responses and terminal hold. If... Read More

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi William, Apologies for the delay! We are trying to respond to requests as quickly as possible. We are in the works of hiring several more customer service agents to keep up with demand. We should be back to our normal response time of 1 day soon. Feel free to reach out if you need anything else!
M
marge
5/18/2020
First leaf is the WORST company, customer service is a joke. They set up a customer service line but NO ONE is ever there to pick up, probably FAKE line. I tried calling them many times at diff hours (every 10 min they hang up on you) and I tried reaching them for 2 weeks, including email but no response and they close the rating section so customers cannot post feedback. I set my wine subscription for every 3 months, but they still shipped new order next month and charged me continuously. Can't even delete my credit card! Might have to call the bank to block them completely. Beware.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi Marge, Apologies for the confusion! Changing your frequency does not change your scheduled ship date. We are trying to respond to requests as quickly as possible. Our phone number 1(800)461-7203 and the line is working, although wait times are about 20 min to an hour at the moment. Please give us a call if you need any help removing your payment information.
A
ambrose y
5/8/2020
I received your letter about 6 wines for just $19.95 plus free shipping . No such deal to be completed by email. This in no way to get the economy up m& running . No way to run a wine club. I give U a rating pf --0

Customer S  
Official Response

Service of Firstleaf Wine Club
If you have any problems ordering this promotion feel free to reach out to customer service at service@firstleaf.club.
Bill K
5/6/2020
Don't answer customer complaints. Sent three emails to stop a shipment of wine I did not order or want. No Response from a person just a automated answer . From reading some of the other comments I am not alone in getting it stick to me. If I was you I would not even go on their web site.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi there! Apologies for the delay, we are working as quickly as possible to answer all requests. Although responses are delayed we do take in to account your request and will get back to you ASAP!
L
lee
5/4/2020
Problem 1: Singing up for one shipment forces you on a monthly membership 2. The site makes it difficult to get out of it. 3. My first shipment was cancelled without my consent and no money refunded. 4. When I asked for a refund, they refused. Any business based on trickery is guarantee to fail.

Customer S  
Official Response

Service of Firstleaf Wine Club
Hi Lee, apologies for the confusion! When you sign up for a subscription that does mean automatic shipments, however, you can cancel at any time. There is no obligation to stay in the club. Members can cancel their account at any time by going to firstleaf.club/unsubscribe, no difficult process to cancel. We do not cancel orders unless specifically requested by the member and if an order is canceled the money is automatically refunded. If you have any questions please reach out to service@firstleaf.club.
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