Total Wine & More

Order 2 bottles of wine of a specific vintage 2019, after picking them up found out they were not the correct vintage they were 2020, which the ones given me are a cheaper vintage. Asked the service desk to fix it and they simply told me they could not return them. So I get screwed paying for something I didn't order. David ypur store's customer service is non existent. Screwing people with false advertising and selling them something different then what was promised. I will not recommend your store to anyone, and will go out of my way to tell my story to everyone. Not to mention to post this review on every website I can find. How much did you actually make off those 2 bottles of wine that you couldn't fix your mistake? Not only that that you are willing to give up a customer for life over ylnot correcting your mistake.

Twice in 4 months they have charge me more at the register than what was posted on the shelf or according to signage. Their excuses are lame when caught. I will go back to my old place in Franklin. I am being very serious! Those reward points? They can keep them, great troll and hook concept but I am tired of it.

While staff is eager to assist, not all brands are available. This is opposite from what was advertised during grand opening in late 2021. Also, forget the app and rewards. So you get a $5 certificate after accumulating 5000 points. Wow great! However, you can not use to make wine, beer, or liquor purchases. Fool me once, your bad. Fool me twice, my bad. Just erased app from phone and refuse to shop at this establishment anymore. Enjoy your useless $5 certificate Total Wine.

We have supported and used Total Wine for years. Never had problems until today. Our order was incorrect and bottles broken. But the worst part was the store manager at Camelback, Eric. He was very rude and unprofessional. We ordered $2800 from this store over the past year for parties and such. They just lost a good customer! And we have to eat a $210.00 order because we can't get a refund. I will not spend time fighting with stupid, I will just take my business elsewhere.

Braintree store is run by racist pigs. Because we are Indians they refused to sell to us. They actually pulled us out of the line and accused us of cheating. I'll take it up with Channel 7 and have them do a report on thier racist practices. If the owner is reading this, we need a public apology.

Not sure how they are pricing items but a case of Brooklyn Stout was $12 more than Shop Rite in one store and $40 more in another. Can't really contact their customer service to complain, unless I want to wait 15 min on the phone, no chat or email.

Wow. 2+ years of customer service, having deliveries on a regular basis and today, they just cancel my delivery with only the explanation of "uh well, sometimes it's the driver.". UNSATIFACTORY and very unprofessional.

I would avoid using TW on line and delivery. I made an order for delivery, came home to receive it and waited ALL DAY only to discover it was cancelled for no reason.When I called TW I was told the purchase was not authorized. I spend 55 minutes on the phone trying to reach a manager within no luck. A manager did call me back to say that the charge was rejected by my CC company. Not true. In fact the charge (for items I did not receive) is pending on my account. TW made a mistake and cannot admit it, instead they blame the customer. Really BAD customer service. Avoid the- buy from local wine shops where customer service is important!

Went online and chose 5 different beers they were suppose to have at that location. Went into store and checked with manager. They had absolutely none of the beers they were supposed to have, terrible.

I just came back from Cary, NC store. I had ordered online but inventory said they had only 5 of my wine. I needed 12 for discount so I ordered 1.5 L bottles to meet minim. Way over ordering. So when I picked up I asked for raincheck on sale item. They said they had plenty of what I wanted. So Aaron credited my online order and charged me for exactly what I wanted at sale price. So I got sale price plus case discount!

I went to my local store in Myrtle Beach South Carolina. I had my minor son with me and the manager wouldn't let me make the purchase. I was the one making the purchase and showed her my id. She told me that I would have to come back in 24 hours to make my purchase. This is total inconvenience to a customer who is able to make a purchase.I understand the law but this need to be addressed with your managers. Unacceptable and inconvenience to the customers. You just lost a loyal customer!

Total Wine has got the the worse packaging of any liquor store I have shopped at and I'm 77.
Single cheap plastic bags that the bottom seam rips out.
Seems they want to sell product but do not care if packaging will hold up long enough to get to the parking lot.
Tonight was the second time that a bag gave out. I was able to catch the bottle on the first bag break. But tonight the bottle smashed in the drive way.
Called the store manager and no sincere apology or concern. He said he would report the issue to corporate but did not want my contact information, made no effort to replace or discount a replacement.
Going back to their competition in Houston that knows how to package a bottle in a strong bag.
Very upset.

I have come to hate Total Wine. They give "rewards" they don't notice you about, that expire quickly, and that are a pittance compared to your spending. They advertise "free delivery" then at checkout you find it isn't free (10 bucks, plus tip) even though you otherwise qualify for it. No one to chat with, so too bad for you. Prices are marked up to mark down with mix 6 (or now 18-!- for winery direct) The selection is basic, you won't find special or semi-special Cali wines here. I'm tired of the vanilla selection, crappy rewards, jacked up costs, and will start buying from a company that actually values me. Bye, TW!

I went in to find a bottle or two and met an incredibly helpful, knowledgeable and friendly woman who was wonderful. Made my visit much more enjoyable to have a little assistance without being pushed in one direction or another. She made it clear that her tastes are bound to be different, but was able to direct me to something which would match my likes and I'll definitely be back to that specific location.
I find the website to be helpful as it can search tons of different vintners and varieties, telling you whether it's available at your local store or at nearby ones. The website worked just great for me to research and narrow things down, and the in-store experience was top notch. I'll be back to search again soon!

In terms of availability and options, they cannot be beat. However, I do think that they should have employees who are a little bit more into what they are selling. Often hard to find help, and when you find someone, they don't do much to provide assistance - automatically say something is out of stock without checking their system, some of their recommendations are not based or their own experience or tastes, etc and you end up trying a bad product. Definitely need to train.

I have ordered whiskey multiple times and wine several times from this site. It is interesting that sometimes I am NOT told when something comes in and then the order is cancelled with Total Wine saying, "Oh well, your problem." I am thinking perhaps employees want the product or maybe Total Wine over sold the product. Anyway, they don't always notify me when the product arrives. They never give you an expected arrival date either. The usual is a one time email out of-the-blue which can easily end up in spam, and then they take the product! So if by chance, their roto-mail ends up in spam, you are hosed and the local store is delighted. You local store account NEVER shows the order. You must go to a special website--why would you go there vs your total wine account? I have no relationship with the local store. Which means they NEVER CONTACT me even if I go there multiple times while my product is there! Every time something like this happens they point the finger at Concierge Sales who then refuses to help and they then blame the local store. It is finger pointing extraordinaire! Ugh! Total Wine does not care about customers at all.

Just a warning to check your receipt. I got ripped off for $20 on a bottle of bourbon, either accidentally or on purpose. Regardless i live an hour away and am not driving 2 hours for a 20 dollar refund. When i chatted, they suggested i find the receipt (cant find) and bottle (already opened) and go back to store. Great customer service. She should have just told me to f off, same result. Last time i go there. Buyer beware.

There is no rewards program. You have to ask for it online even after you add your phone number. Just got off the phone with them and after a year of rewards... I have zero points! The terms are on the website so OK... get it... but not automatically giving rewards? Customer service told me that many people like accumulating the points... guess what total crime... most people want the reward program to take off the automatic $5 for the 5000 points... as that is what you are using as the sham. Your program sucks.