Professor Bainbridge...on law, politics, religion, culture & food

Kudos to Duckhorn

I recently received a shipment of wine from Duckhorn. Somewhere along the way the shipment had been exposed to excessive heat, which caused the cork of one bottle to push out and a lot of wine to seep out. When I called Duckhorn to ask whether they would exchange the obviously damaged bottle, they immediately volunteered to replace the entire shipment and to cover all the shipping charges. I was impressed, as they could have taken the position that it was my fault for being dumb enough to mail order wine in a heat wave and/or the shippers fault. But there was no attempt to shift the blame or anything. They just made it right. I think that's a class act and something of a rarity in these days of increasingly lousy customer service in so many industries. (In my experience, to be sure, wineries and fine wine shops tend to be way above average in customer service.) So, in my book, Duckhorn deserves a round of applause.