Condition is everything!

[Exciseman]

Bpbleaus is spot on with his logic.

The Online Shop entry for the particular item involved shows a photograph of what looks like a perfect bottle and a perfect high-end wooden presentation box. There is no hint that the product is pre-owned (ie bought in from a collector - either directly or at auction). Or that the metal presentation box clip (which isn't in view in the photo) is 'crocked'.

This retailer isn't alone in being 'economical' with product presentation. Certain auction sites also use 'generic' photos, rather than ones of the actual lot itself. They also don't include any description of condition in the narrative.

Sadly, this retailer also isn't alone in being unconcerned about condition. When last in London, a beautiful Signatory Vintage bottling caught my eye. A rare malt in one of the top-end polished boxes. However, the bottom of the box was scratched, because it had been 'dumped' on a roughly finished wooden shelf. I pointed this out to the assistant and he just shrugged.

If I'm paying £100s for a whisky, I expect it to be perfect unless the advert states otherwise. In the same way, I wouldn't expect a sofa to be stained, a table to be scratched, or a shirt to have imperfect seams.

[Mr Tattie Heid]

The nerve of these retailers, thinking that you're buying whisky because you want to drink it.

[Exciseman]

I assume the last comment was 'tongue in cheek', as no whisky producer, distributer or retailer is surely naive enough to believe that every bottle is simply cracked open.

More and more, everyone in the whisky supply chain is targetting the collector and investment markets. So, they need to offer products which appeal to these segments.

Sure, if I'm buying a bottle to drink, I couldn't care less about the presentation. But if I'm buying for another reason, then of course condition is important - as it affects value. Retailers know that fine well. It is just that some have poor customer service.

But there are retailers out there prepared to 'go the extra mile'. For example, Wright Wine even take the trouble on request to e-mail 'warts and all' photos of expensive bottles, together with very honest descriptions. And this from a retailer which keeps stock in excellent condition anyway. Superb.

I wonder if say TWE would do the same? I doubt it somehow.

[C57]

It was almost as if the retailer perceived selling a bashed up product as acceptable.

Well, it isn't!!!! Maybe for a bottle destined to be immediately cracked open. But not otherwise.

But what would you expect a retailer to do with stock that isn't in perfect condition? Throw it out? All retailers sell stock that isn't in perfect condition (go to a bookshop if you want a ready example) and it is up to the customer to check things out if they want pristine products. And that's what you did. Many retailers would knock a pound off for stock that has obvious blemishes but I think expecting them to be apologetic is unrealistic.

If a retailer lists a premium product for a premium price, the customer may reasonably expect it is in premium condition and will be shipped with premium care. If the product is not in pristine condition, the advertisement should say so. Period.

'Second hand' bottles should always be listed with pictures of the bottle and presentation materials actually being offered.

The above is so obvious that I don't understand this could be subject for discussion. Substandard practices of some retailers is a subject worthy of discussion, but to be really helpful, their identity should be revealed.

Exactly so. I agree with bpbleus, not Nick, on this one

[Pete Smoke]

Both can be right. If you are purchasing a bottle that was bottled more than a few years ago you should expect the possibility that there will be signs of wear and tear, so you ask the retailer if this is so. If you don't ask, then you take your chances (assuming it it just wear and tear and not blatant damage that is). It may be that the bottle is second hand, or it was knocking around the stock room for several years/decades, it makes little difference.

If the bottling is more recent then you would expect anything notable to be stated, but there are risks when buying over the phone/internet, especially when the shipping distance is large. So you have to be philosophical about it all, instead of whining when your attempt to shave a couple quid per bottle here and there doesn't pay off because the fill level is a bit low, or the corner of the box is scuffed, and you were too lazy to go and fetch it yourself.

About shipping, the Japanese package goods impeccably. The care and attention is truly impressive. The Brits tend to be a little more ignorant, you just cross your fingers, that and the fact that the low paid Royal Mail staff tend to play 'catch' with the parcels.

[Exciseman]

Further to my post last week, I did have the audacity to ask TWE for more details before committing to a 'considered purchase'. Not even an acknowledgement! A shame.

There are, through, plenty of smaller retailers out there to whom personal service still matters greatly. Long may they thrive.

[Tim F]

Further to my post last week, I did have the audacity to ask TWE for more details before committing to a 'considered purchase'. Not even an acknowledgement! A shame.

There are, through, plenty of smaller retailers out there to whom personal service still matters greatly. Long may they thrive.

Tim, we frequently take pics of specific bottles for customers who ask. That's a very normal thing for us.

I'm very sorry that no-one has got back to you yet on your query, though. Please let me know who you emailed and I will chase it up for you.

Cheers,

Tim

[Tim F]

Oops, just saw that this was from a while ago. I hope they got back to you eventually. I've been off the grid for a while as couldn't get the threads to display.