Questions from Douglas Penoyer and Kelly Penoyer

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Mar 31, 2014

The First Email from Douglas Penoyer

My fiancée, Kelly Hurtt, purchased a $150 gif certificate for us to attend wine school. We would like to use it on Friday May 16 for the “Discover your wine style” class, however when I entered the code – Actually the order ID of 20688 from the email since there is no “code” – the site tells me that this is invalid. I tried to contact you by phone, but after several frustrating attempts I realized that you do not allow that for some reason. Please schedule 2 people for the wine style class on May 16, 2014 and send an email confirmation to either me or Kelly at ***********. You can also call me at ********. Thank you. Doug Penoyer

Our response:

Doug,

Thank you for contacting us. I’m sorry to hear you’ve experienced trouble with our gift codes.

I’ve checked the original order, and the gift code (sent via separate email) was: ****************
I can register you for two people to the May Wine Styles class; however, I will need to know whether you would like the premium upgrade (which allows for rescheduling). Alternatively, you may complete the registration online using the alphanumeric code above. Please let me know which you prefer.

Have a great week.

Cheers

Philip Brandeis

April 2nd, 2014 Response

Mr. Brandeis:

Thank you for clearing this up 🙂

I have made reservations on your site for my fiancé and I for the “Wine Style” class on May 16. We are looking forward to it. In the meantime we will pick another class to use the remainder of my gift certificate.

Thanks again!!

Doug Penoyer


July 28th, 2016

Forum Post From Kelly Penover

Want to sige p for class – how do I apply credit?
Hi:

We want to sign up for the Wine and cheese pairing class scheduled for Sat 10-15 @ 4 PM

I have a $150 credit with the school but don’t know how to use it to pay for the class. I clicked on “Enter your coupon” but nothing happens.

Please put us in for 2 (me and my husband, Doug) for that class and adjust my account accordingly. My gift code is ******************

Thanks!

Kelly Penoyer

Our response, while on vacation

Thank you for your question. Customer support is on vacation until August 9th. We will look into the issue as soon as we get back. One issue: you just posted your gift code in a public forum. I deleted the reference, but it was posted at least 4 hours.

Keith Wallace

Our response, after vacation:

Hi,

I’ve looked into your issue. The code is still valid and has no restrictions. Therefore, to use it simply enter it into the field that asks for a “Coupon Code” and then hit “Apply Code”.

Cheers
Philip Brandeis

August 2nd, 2016

An Email From Kelly Penover

Why can’t I apply my Gift Certificate???

I have a gift certificate that I wanted to use but so not see a place where I can enter that information .
We definitely want to attend .

Our response

Just put your gift code into field that asks for a “coupon code” during checkout.

August 2nd, 2016

Another Forum Post from Kelly Penover

I sent you an email a week or so ago as I was trying to sign up for the class on 10-15 4 PM. I said that the website wouldn’t apply my $150 credit to the fee. Can you please take care of this? My order number last December (12-13-15) was 115409. Please apply this credit and sign us up for this class

Thanks!!

Kelly Penoyer

PS – do you have a working phone number? 215-965-1514 is worthless for problems.

Our response

Thank you for your post. This forum is the place to get help. I just checked, and the gift certificate is valid. It will work. That said, if you are trying to use it with a coupon or sale from our newsletter, that will not work. If you need further help, we are happy to supply it. Please note that customer support is on vacation until next week.

Kelly’s Response

Thank you for responding. Unfortunately when I log in and view my cart for 2 tickets on Oct 15th’s wine class there is not an option to use the gift certificate.
I will call customer support next week. Would you please provide a phone number or email address that will provide a prompt response and solution.

August 14th, 2016

An Email from Douglas Penoyer

Hello:

This is Douglas Penoyer, Kelly’s Husband.

I followed the link below, and the answer I got was, and I Quote: “No results found”. Nice answer.

In the meantime, the class we wanted, the Artisanal Wine and Cheese Pairing, is now sold out. Thanks.

I am not sure you get this, so I will be blunt.

Your website DOES NOT ACCEPT OUR GIFT CERTIFICATE NUMBER FOR PAYMENT. YES WE TRIED IT, AND NO IT DOESN’T WORK

PERIOD.

AND YOUR PHONE SERVICE ISN’T FUNNY. IF YOU DON’T INTEND TO HELP PEOPLE, DON’T EVEN TRY.

So, guessing I have your attention now. Do one of two things.

Schedule us into that class, or refund ALL of our money.

This isn’t funny anymore.

Call me at ************** if you want. I am not calling you, as I feel it is a waste of my time.

Douglas G. Penoyer, PE

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Over the past two years, we’ve gotten a lot of emails and posts from the Penoyers regarding their gift certificate. I thought it best to compile them into one question for legibility.

The entire correspondence is puzzling to us, since using a gift certificate is intended to be an intuitive experience. Despite that, every time they have asked for help, we have given it readily. We have even gone as far as resend them their code and even plug in the code for them to sign up for a class (which they have already done once before). In compiling their questions and our responses, it was surprising to me how many times they asked the same question, or had the same derogatory remark since 2014. Our responses have always been polite and pleasant.

One of the reasons I felt it important to document all the correspondence was do to the threatening tone of his last email. While the many emails are aggressive and demanding, the last one was well over the line.

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Hi,

I’ve looked into your issue. The code is still valid and has no restrictions. Therefore, to use it simply enter it into the field that asks for a “Coupon Code” and then hit “Apply Code”.

Cheers

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Thank you for your question. Customer support is on vacation until August 9th. We will look into the issue as soon as we get back. One issue: you just posted your gift code in a public forum. I deleted the reference, but it was posted at least 4 hours.

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