Total Wine & MoreReviews of totalwine.com

Terrible customer service. Defective products that they sell, and they are of no help.

I have been going to Total Wine and More for a couple of years now and they have always done well for me. I don't shop often, but am satisfied when I do go in. Their sale prices are great. I often order online for pickup. My order is alway ready and waiting quickly. Every employee has been friendly and helpful.

This review involves the PEARLAND, TX location, near the South Fwy (Hwy 288). I received a defective bottle of Solo Blanco. I did not know it at the time, until I picked it up off my back seat and saw a wet spot. I was on the way to the party with it (8/21/26), so I did not go right back. In fact, I didn't return it to the store until 9/5/26. I knew the passage of time might be a problem, but did not lie about this. However, the manager, Marian, clearly thought I was lying. She was barely cordial. Management expertise requires understanding. She has none, and I am SURE that if I had been of a "lighter hue" she would not have been as abrupt and suspicious. I will shop elsewhere next time. Dr. A

Very limited inventory. The store took off many years ago with many choices on the shelves. Now I don’t go there anymore bc there is very little to choose from.

I use to live in Louisville KY and they have a great selection of Bourbon’s. Now I live in Foley AL and I go to Total Wine in Pensacola to get Wine, beer vodka and bourbon. I’m shocked that their ratings are bad. Never had that experience. Best all around prices and a friendly staff.

I have been a Grand Reserve member at Total Wine for many years. My wife and I have attended numerous wine tastings, regularly shopped at Total Wine, and enjoyed the benefits that come with Grand Reserve status, including discounts, rewards, and complimentary magazines. That relationship ends today. After the way my wife and I were treated at the Noblesville location, combined with an ongoing failure to maintain the store’s cigar humidor, I will no longer spend my money at Total Wine—at this location or any other. For context, Total Wine has been my regular source for cigars. Unfortunately, the humidor at the Noblesville store is down yet again—at least the third time I have encountered this problem. Each time it malfunctions, it seems to remain out of service for an extended period, leaving the store unable to sell cigars. Last year, when I politely asked a cashier how long the humidor would be down, I was met with an unnecessarily rude response. I was told she had no idea and that the Carmel location was “10 miles down the road.” Apparently, expecting a functioning humidor at the Noblesville store—or simply asking when it might be repaired—was unreasonable. More than two weeks ago, another employee told me the humidor was down again but should be repaired within approximately two weeks. I returned today and found it still out of service, with no cigars available for purchase. I selected a bottle of bourbon, my wife selected a beverage, and we went to the checkout. I noticed a copy of Cigar Aficionado magazine, which is one of the benefits I receive as a Grand Reserve member. There was no line behind us, so I attempted to open the Total Wine app to access the offer. The cashier, Wendy, told me that I should open the app at home before coming to the store because there is no signal inside, and that she could not provide the complimentary magazine unless I already had the app open when I entered the store. Think about that for a moment: a longtime Grand Reserve customer was essentially told that the store’s poor cellular reception was my problem and that I should have prepared for it before arriving. As Wendy rang up our two purchases, she discovered that I had a $5 reward available. Her proposed solution was that I use my own $5 reward to pay for a magazine that was supposed to be a complimentary Grand Reserve benefit. When I then asked about the status of the humidor repair, Wendy suggested that I go to the Carmel Total Wine—or simply shop at another cigar store in Noblesville. That suggestion I will take. After we left, my wife commented that Wendy appeared visibly annoyed that she had to wait on us. That was also my impression of the interaction. Any one of these issues might be dismissed as a bad day or an isolated incident. Taken together, however—the repeatedly broken humidor, extended repair times, the rude encounter last year, and today’s dismissive treatment—they demonstrate a level of customer service that I am no longer willing to tolerate. I have spent enough money at Total Wine over the years to earn Grand Reserve status. I don’t expect special treatment because of that status. I do, however, expect basic courtesy, functioning services, and employees who don’t make customers feel as though their presence is an inconvenience. So when an employee tells a longtime customer to shop at another location or another cigar store, perhaps the appropriate response is to listen. I will. I will no longer shop at Total Wine, and I am posting this so other customers—particularly those considering investing their loyalty and money to achieve Grand Reserve status—understand the level of service they may receive in return. Total Wine has lost a longtime Grand Reserve customer. Not because of one broken humidor, one magazine, or one unpleasant interaction, but because repeated problems and dismissive customer service finally made it clear that my business is neither needed nor valued.

I absolutely love Total Wine in Hamburg Lexington KY . Never had a bad experience. Until Friday 7/31/2026 I am disabled with a bad back my son was drivinge me he pulled up to the front not blocking anyone mine you. But my back was hurting so he did want me to walk far. I was in there less than 8 mins Everyone's always been so pleasant. I guess he was a manager I wasn't able to get his name. He ask my son if he was door dash he said no. He has a bald head I guess you'll know who he is he proceeds to tell him he can't park there and the next time he'll call someone (police). That was not necessary to threaten him. So I go back in there my mother bear had taken over. He says all my son had to do is back up a little. Which to me that's all he had to say not threaten to call someone ( police). First bad experience at Total Wine ever. Threat's are not necessary just use your respectful words sir.

Their website is awful. They run a $99+ free delivery offer but it doesn't work! I clicked the link in the email spent an hour on trying to get it to work but it still wants to charge me for shipping!! And when I called the 800# the person offered no explanation, no apology was rude and told me the only way i can place this order and get free delivery is to provide HIM with my credit card number!! which obviously I am not comfortable doing!! The phone reps are awful and I will NOT be shopping there again. I'll go to ABC instead