Total Wine & More

I can see why these guys don't allow for reviews or messages on their FB. Their customer service is absolutely hideous (no response to emails, more than 2 hour wait times when they claim to have only five callers ahead of you on the phone), and apparently they find it a good business practice to accept payment but not provide goods. Interesting business model.

I purchased (and was charged $75 for) an online gift card as a Fathers Day gift. The email never arrived, and when I finally did reach someone - three HOURS after being told I was fifth in line - they took my info and promised to get it resolved and contact me PERSONALLY that same day. If you're guessing that return call never occurred, you would be correct. Apparently theft is their business model.

I have noticed that Total Wine tends to "push" certain labels and also all "Winery Direct" wines. I generally do not like the "Winery Direct" wines (except for one) and I don't buy them. I have told them before, that I don't like their "Buttercream Chardonnay" because of a phoney butter chemical taste, but hey keep pushing the ads for it. So I am questioning whether there is an extra profit margin for Winery Direct wines that encourages them to push these Winery Direct brands... or? However they do carry very good wines also, but they don't advertised them. I am suspicious.

Online order not delivered. No explanation. Yet I will not be refunded the delivery fee nor the prepaid tip I foolishly paid the driver. Ridiculously bad service. You've lost this customer as well as the confidence of any prospective customer who reads this review. Is that what you want?

Was very disappointed to learn the Total Wine gift cards I gave out as Christmas presents are not able to be used on the Total Wine website. What is the reason behind this? The cards are useless to those who don't have a physical store in their area. Thanks for nothing... Don't make the same mistake.

We have been spending $100 easily every few months at Total Wine. Today with another $100 order I show my email that says I have a $5 Reward and it gives them the code needed to be entered. Of course it can't be that simple. You need to log in, she said she'd have to remove the order and redo it and whatever other nonsense hoops you have to go through for a lousy $5. I'm done. I've unsubscribed from emails. I can get the same products elsewhere. I'm sad that so many companies lean towards rewarding people who have to make shopping a part time job by downloading Apps for just about everything these days. We ALL deserve perks for spending our money at retail stores.

I stopped in looking for Drakes Organic boxtails & the woman who helped me knew exactly what I was talking about. She told me they are one of her favorites & I ended up buying each flavor. Now they're my favorites! Great customer service & Drakes Organic is the perfect summer drink. I had the opportunity to try Drakes rum in Chicago a couple months ago & now I'm hooked on their brand.

So... we've been buying wine for a long time. There is never going to be one store that satisfies everyone with every interest. I'd say the majority of the audience served by literally every total wine store is ranging from Franzia to some interesting, (yet not interesting enough to be compelling), old word finds. In the states where they can also sell booze, they actually do a great job with knock-off off-brand items, (e.g. Tower Vodka is their label and is a close match with Tito's with a great reduction in price. When you are in an area with limited selection, this place is A-Ok.

And here is my one gripe: if you are this wine mega store, ostensibly pulling down gazillions during a booze-soaked pandemic, WHY THE ACTUAL HECK CAN'T YOU OFFER A MIXED CASE DISCOUNT?!? Seriously, if every small bottle shop that's just barely making margins to pay rent can offer this, why cant Total Wine offer this (the response I got was "it has to be by the same maker"... I'm sorry, are you serious?!?). /rant

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 have been to the Brentwood, Saint Louis, Total Wine a few times. I do know a bit about wines. I am a "senior" woman with an accent. Should I say more? Incompetent, condescending male attendants, or whatever they are, with very little clue about anything. Jerez? Sherry? Oh, is it a sweet wine? Well, not all sherries are sweet. And then telling me I should be using an app!

I have tried for 4 weeks to place an online order with no success. I talked with my local store manager (no help) I talked with corporate (who placed my order but experienced my same problems and didn't fix. Tried again to order, web site tells me something is wrong. Don't bother, Bev Mo has curbside pickup and their website works.

I prefer Spec's Fine Wines & Spirits because employees walk around shoppers, staring at us like we're going to steal everything!
Then, when you notice them watching you, they try to act as though they weren't creeping around... really weird; I'm not sure what they're employee training is, but it seems very odd, indeed.

I gave this place a shot because they're near my house and seemed to have a good price on the my favorite bourbon. Turns out they're incapable of restocking Racer 5 - one of California's most popular brands. They're always out and cop an attitude when I ask if they have any in the back. I also made the mistake of attempting to buy a cigar a coupon that had expired a few days before. The checkout person offered to call the manager see if he would still honor it. The manager rudely refused to, walked away and then doubled back and asked "you're not going to give us a bad review over this are you?". Hadn't crossed my mind up to that point but now - here it is.

My advice to the consumer: Buy your booze and cigars somewhere else.

Don't bother trying to place a pickup order. They either fired half their staff or they simply quit as I've ordered successfully in the past, but its been dog food for months. The app is a glitchy mess they don't bother to fix, on top of their inept and rude customer support who near cut you off, or practically hang up on you. Won't be surprised if they fold in a year or two

I came here after a crummy day hoping to lighten up my mood with a bottle of rum. I went through Erica's line and she absolutely was AMAZING! I cannot say enough good about her! She was so patient and friendly. I believe she is the nicest person that I have met since moving to Florida. She truly is a great worker and believe she deserves a raise for the excellent customer service. Always good prices and friendly staff but she went above and beyond!

All of a sudden £32 was stole from my account I've not had wine off this company in about 5 months which was a one off case. There is no advance warning they were taking it & the box was out for delivery. There office was closed & the box got delivered to my garden.

Tried to sort this but they refused to refund and take back the box, the emails aren't answered correctly they ask you time and time again for same information.
I'm disputing this changer now with my bank. Avoid avoid unless you want to be ripped off. To top it off there better wine in the supermarkets.

Scammers

They give you the time to walk about and read about the various wines from around the world... and it's very interesting. If you want help, there's always someone nearby that will help you. They will go out of their way to consider your thoughts about what you like in a wine and come up with wines that will be right for you.

Incredible customer service!

Amy the manager is the fakest worst employee you will ever deal with in the liquor industry. She lies and does everything she can to make it seem like she's helping but truly she is not doing anything at all.

I bought a bottle of wine for $199 and when opening it the cork broke. It was undrinkable. It was definitely incorrectly stored at the store. When I went to the store the manager said: "there is nothing I can do". Unbelievable for me. Such poor customer service and very disappointing. They didn't even offer me a small store credit. This was the last time I bought wine there. Definitely. You lost a valued customer over bad customer service.