Comments on: We Stand Behind Fusion Stemware: The World’s Most Break-Resistant Glasses

By: John McKenny

John McKenny — Sat, 06 Nov 2010 19:59:48 +0000

I just purchased and received a set of Fusion Classic Pinot Noir and Sauvignon Blanc glasses. The Sauvignon Blancs look great but the Pinot Noir glasses are unbalanced. The foot or base of every glass is not level. The glasses wobble when you set them down. Has anyone else experienced similar problems with the Pinot Noir or other Fusion Classic glasses? I plan to return on Monday when customer service opens.

By: Andrew S

Andrew S — Wed, 30 Jun 2010 10:34:02 +0000

Well Mariette (above) has settled my choice!

By: Mariette

Mariette — Wed, 20 Jan 2010 15:03:13 +0000

Just bought Fusion Chardonnay las t december 2009.Already broke 2.
One fell ON the table second last night broke while drying it with kitchen cloth. I am very disapointed . They are MOST FRAGILE.
Comment: indeed tired of broken glasses!

By: Truth in Advertising

Truth in Advertising — Sat, 01 Aug 2009 19:00:13 +0000

Erika S. – From a purchaser’s perspective, your warranty is simply that if a glass breaks, the owner gets a 20% discount on a replacement. Simple math. Let’s call it what it is. Comments about breaking up sets is immaterial.

Bettie Infant – It is true that you have shipping costs when you operate a web business. You do, however, not have high priced store space, manned product displays, parking, or merchandising costs. You can’t have it both ways.

Buyers have choice – they can buy at the store and they can buy on-line and they will go where it makes most sense. If the glass doesn’t break, offer a free replacement and amortize that cost in your price. If 1 glass in a hundred breaks, that would add 5.8 cents to the price of your glass. If 1 glass in a 1,000 breaks, that would add 0.7 cents to the price of your glass.

If its true that these glasses don’t break. And knowing that only a small percentage of the buyers that break a glass will still have a receipt or remember the warranty, then you would be comfortable offering the free replacement. But your not.

Why?

By: Bettie Infante

Bettie Infante — Tue, 20 Jan 2009 20:48:40 +0000

I don’t know of any other website that offers free replacements. You(WineEnthusiast) have to be loosing money. Customers have to realize we(the business owner) have to pay for packaging and shipping and shipping is very expensive and out of our control. We sell hand painted wine glasses at wineablegifts.com and shipping often is more than the price of the glass. We ship USPS because we have had so much breakage problems with other shipping methods. Thank you WineEnthusiast for your excellent products and replacement policy.

By: Michele S

Michele S — Mon, 20 Oct 2008 00:46:41 +0000

I understand the point Chris is trying to make but I still appreciate the replacement guarantee. I think that contributing to the cost of shipping and packaging materials is quite reasonable. What I am most impressed with is Wine Enthusiast’s willingness to publish unflattering comments such as Chris’. To me this shows a great confidence in the product and a refreshingly open customer service department. My hats off to you and your products. Thank you Wine Enthusiast!

By: Erika S.

Erika S. — Fri, 17 Oct 2008 19:55:06 +0000

Hi Chris,
Thank you for your response. To be clear, we receive requests for replacement glassware frequently, it isn’t a reflection on the Fusion line, which breaks very rarely, as stated. This is one benefit we are offering to satisfy our customers. Remember, Fusion is still glass and under extreme physical conditions they may break.

Like many other retailers’ limited warranties, including Zagg’s, there is a minimal reshipping and handling fee. Yes, even ZAGG has a minimum reshipping and handling charge.

We stand by our promise, and still feel that this offer is a great value to our customers, and up to industry standards. We are always glad to hear from our customers, and we thank you for your comments.

By: Chris

Chris — Fri, 17 Oct 2008 17:41:52 +0000

My point is that your headline, the one that got me to click into the email you sent me, says that there is a 10 year guarantee and that replacements are FREE. This is deceptive. Replacements are appr 30% less than retail. So this is better than buying something new but certainly not free by an stretch. The costs you detail to me are irrelevant.

I think the real value in these glasses (and your main selling point) is that these are VERY break-resistant. You even go so far as to claim “The World’s Most Break-Resistant”. So if that is indeed the case then you should stand behind your product and give your customer some real value. Now on the other hand if these do break frequently and you have to limit your costs on replacements then I can see how you need to charge “something” so you dont lose your shirt on this deal.

Check out ZAGG invisible shield for a real product guarantee.

I guess the bottom line is that you shouldn’t be receiving “overwhelming requests” for a policy like this for a glass that is so break resistant.

By: Erika S.

Erika S. — Fri, 17 Oct 2008 16:13:55 +0000

Thank you for your honest comment, Chris. You are correct, though the glass itself is free, we ask customers to pay $9.95 toward the cost of shipping a new glass which includes its protective box and shipping. This charge neither covers the cost of the glass nor the entire cost of shipping. We actually do not sell our Fusion glasses as singles, but if we were to, the cost would be somewhere from $12.50-$17.50, depending on the glass you choose. We feel this is a great solution to overwhelming requests from customers. Since Wine Enthusiast Fusion lines are stronger than other stemware, we saw that we could extend this incredible offer, helping everyone’s dollar go a little bit further.

In addition, if you live near our Mt. Kisco headquarters, just 45 minutes North of New York City, you can stop by our showroom to pick up a new glass, free of any shipping charges.

By: Chris

Chris — Thu, 16 Oct 2008 15:17:29 +0000

Are you kidding me? This has to be a joke right?

You are standing behind your product so much so that you are willing to replace a broken glass for FREE* – only if you read the fine print FREE in this case is defined as $9.99 for shipping and handling. Oh wow, thank you so much for offering to SELL me another glass for almost 100% of what a new one costs anyway.

I want to meet the marketing whiz who thought this one up.