Total Wine & MoreReviews of totalwine.com

Wouldn’t sell to us, had our IDs 25 years old but they said they thought we were with someone who came in the store under 21. First time ever in this store, wouldn’t pull up cameras, never came inside with someone under 21.

I have “grand reserve” status in their loyalty program since I am a repetitive buyer. Recently I had to return several bottles of two wine varieties that I bought on sale. One wine had a coupon for $3.00 per bottle and the other was priced with a hefty discount. Exactly the reason why I bought several cases. On both occasions, the wines had bottles that were off, lost taste and some were just undrinkable. What an embarrassment for my parties! Most of the bottles were returned and refunded - that said, it is clear to me that Total Wine is either not getting the top of the production line and/or is stocking their wines incorrectly. Lesson learned: if wines are offered with deep discounts at Total Wine, they are being offloaded and you can expect an inferior or no-quality product. Note: I purchased exact same wines - without these attractive discounts - from other sellers and all bottles were in excellent condition and perfectly enjoyable. Understandably, Total Wine is no longer my vino supplier.

Removed my reviews because the brand of liquor is owned by a very controversial murderer who belongs to a father of the Indian parliament. He shot a young girl who was a bar maid at around 12:30am when bars were closing. She refused to serve him liquor so he shot a round in the air. She still refused and he short her point blank in the head. He’s the owner of Indri an Indian whiskey getting a lot of awards. For me personally morals mean something to be over wanting to drink that one certain liquor. There are many other you can move to which you’ll Enjoy just as much. Total wine removed my review even after the store being true because it would effect there sales. So Mo why first for this company over holding onto principle that they are supporting a well known and documented murdered of an innocent girl.

I ordered a bottle of Dom Perignon as a gift for my sister from the website. When I hit submit on the checkout screen a red line about 1/4 down the screen appeared with the word TIMEOUT and a triangle with an exclamation point in it. I waited, then tried the submit button again. There was no confirmation of the order. I tried submit again and did get a confirmation of the order. When I checked my email there were two identical "Thank you for your order" emails with two different order numbers from TW&More. I searched for customer service and found the number. I called FOUR MINUTES LATER and surprisingly got a human pretty quickly. I explained to the human that there were two orders of the same item at the same time and it was my intention to have only ordered once. The human being asked for the order numbers, told me that one order would be cancelled, I would receive an email confirming that the order was cancelled and that I would receive a refund . THIS DID NOT HAPPEN. I got an email from TW&More telling me that the second order has shipped. Dumb me, I assumed that the first order had been cancelled. NO. I came home later to find instead that the first order had shipped. It was 10 minutes after midnight and customer service is open 9 AM to Midnight. I tried the website chat robot. The chat robot is a complete waste of time. The site says that if the chat robot can't answer your question or resolve your problem that a human would be available. NO. I filled out the TW&More survey form where I related my issue and selected that I would like a customer service representative contact me. Did a customer service representative contact me? NO. I called customer service at 9:37 AM and surprisingly again got a human pretty quickly. Kudos to TW&More's shipping department, my now TWO bottles of Dom Perignon were already out for delivery FedEx. TW&More's customer service rep said that my only options were to call FedEx to try to stop one of the deliveries or to refuse delivery of one of the orders. In my experience with FedEx, the shipper (TW&More), not the recipient controls what is done with shipments. The shipment was going to my sister, not me. I was told that it can take time to cancel an order. Huh? I called customer service FOUR MINUTES AFTER THE ORDER WAS PLACED. I was offered $10 "on my account" for my troubles. I am totally done with Total Wine and More. The customer service reps were very nice and professional, but there is obviously something or are some things in their system that aren't working if four minutes later is too late to cancel or change an order.

My experience with Total Wine Spirits & More, Westbury, NY, was an absolute disaster. On December 10, 2024, 1 ordered a full case of Caymus Cabernet Sauvignon for an important client. The delivery was promised by December 15th, but on the delivery date, I received an email stating they were canceling one bottle. This made it impossible to gift a proper case--sending 11 bottles looks unprofessional and cheap. I called customer service immediately and asked why they didn't honor the order I placed five days prior. The rep explained that their policy is to fill orders based on stock at the time of delivery--not when the order was placed. He even admitted they had the full stock when I placed the order but didn't set aside the 12 bottles. When I asked why, he reiterated, "That's company policy." I then asked if they could fill the missing bottle with a comparable wine from another vineyard. The rep said he could and walked me through placing a new order for three bottles, explaining that I'd need to do this to meet their minimum order size. He assured me he would personally cancel two bottles, credit the shipping, and combine this new order with my original one so my client would still receive a full case. I followed his instructions, placed the new order while the rep was still on the phone, and he confirmed everything was taken care of. Imagine my embarrassment when I learned my client only received the 11 bottles! When I checked the status of the new order a few moments ago, it still shows as pending shipment. Total Wine's customer service failed at every step. Their ridiculous policies, inability to resolve issues, and failure to follow through on promises turned what should have been a simple transaction into a complete fiasco. I will never trust Total Wine with an important order again.

Placed an order for their Johnny Walker Blue which was on promo. I have never heard from them since! Don't use total wine.

Order 2 bottles of wine, after picking up my order they were the wrong vintage and a far lessor value then what I ordered. Before even leaving the store I stopped at the service desk to ask about either getting what I ordered or returning them and was told no they can't return them. So I paid for a product, didn't get that and they can't fixed it. Even though they gave me the wrong item that is clearly worth less.

Placed 3 different orders between merchant website and also door dash received incorrect quantity 3 different times. Merchant refused to fulfill stating website was wrong and they would not honor the website listing, was able to receive refund but that is not my problem the website(s) were inaccurate. As a frequent customer, I would think customer retention would be key but apparently not.