DTC (Direct To Consumer) purchases and orders placed with TLC (Vinotemp/Avanti/Costco Next):
A: Upon receiving a call from customers reporting damage to a delivered item, per warranty terms and conditions,
TLC (Vinotemp/Avanti) allows a 4 day grace period for damages to be reported.
A2: Costco Next orders (identified by PO# format 1234-VINO-COSTCO) are exempt from this grace period as Costco Next orders have a 90 day return policy and follows TLC DTC rules.
**** TLC IS TO CATER TO ALL RETURN OR CREDIT REQUESTS FOR COSTCO NEXT CUSTOMERS WITH LVL3MANAGER APPROVAL 1ST.
B1: If reported on time, proceed to STEPS D/D1.
B2: Should damage report be beyond the 4 day grace period, and there were no notations made on pertinent delivery receipt or POD (proof of delivery), customer's order is not eligible to be reprocessed for shipment as unreported damages are not warranted. Per terms and conditions, ALL SALES ARE FINAL.
C: If applicable, as courtesy, TLC can offer and issue a credit to customer to keep unit as is.
Credit amount will vary depending extent of damage on unit.
D: If reported on time, CR team processes a replacement order for a new unit to ship, and CR team performs data consolidation for disposition team
D1: CR TEAM collects photos from customer:
1 ) Pictures of all 4 sides of the outer box
2 ) Pictures of any outer packaging
3 ) Pictures of the inner packaging
4 ) Pictures of the damage ( If it’s a unit, Pictures of all 4 sides of the unit )
CR team must collect all shipment details and pictures of all damaged product for TLC DISPO TEAM to file a claim.
- Provide all Customer information
- Tracking Number & POD
- Copy of the invoice
- Photos of Product Damage
Once all tracking details and photos of damaged product are consolidated, the data must be submitted to tlcfreightdisposition@thelegacycompanies.com by forwarding ticket thread via freshdesk.
Disposition team then would be responsible for requesting a RA and arranging pickup of damaged product.
PRODUCT PURCHASED FROM 3RD PARTY VINOTEMP/AVANTI RETAILER:
If not a DTC purchase through Vinotemp, Costco Next, or Avanti, customer must be referred back to Place of Purchase for assistance. TLC does not warranty product damaged via 3rd party freight carriers.
Customers that receive damaged product from 3rd party retailers must report the damage to the retailer for refund or replacement.
VINOTEMP RETAILERS THAT DROPSHIP PRODUCT AND SHIP WITH 3RD PARTY CARRIERS:
Costco Wholesale (excludes Costco Next).
Lowes
Homedepot
Overstock
William Sonoma
Best Buy
Wayfair
Amazon
Ferguson
Walmart
Build.com