Serious Complaint - Robertson Winery Oxidised Wine

I am submitting a formal complaint regarding Robertson Winery. Despite multiple communications with their customer care team, I have not received a clear explanation of what went wrong with the wine I purchased, nor any resolution that addresses the defect.

The product I bought, a box of Robertson Winery Natural Sweet Red, was terribly oxidised and compromised in both appearance and taste. Robertson Winery repeatedly shifted responsibility to external storage and transportation conditions, but as a consumer I expect accountability across the entire supply chain. Their responses leaned heavily on certification and audits, yet failed to explain the actual cause of the defect or how such issues can be prevented in the future.

I find it unacceptable that after raising this concern, I am still left without answers. Certification alone does not excuse a compromised product, and consumers deserve transparency and assurance that quality will be maintained from production through to purchase.

Due to this unresolved issue and lack of accountability, I will no longer be purchasing Robertson Winery products. I am submitting this complaint so that other consumers are aware of the risks and so that Robertson Winery is held accountable for failing to provide a satisfactory resolution.

Kind regards, Lebogang Molamu