Wine EnthusiastReviews of wineenthusiast.com

I purchased a set of four Zalto Denk’Art Universal glasses for $312 and specifically selected the gift option at checkout, expecting a thoughtful and elegant presentation appropriate for a premium purchase. Unfortunately, I was extremely disappointed when the order arrived. Instead of a beautifully presented gift set, the four glasses were simply packaged individually in a box. What bothered me most was that the heartfelt, personalized message I had carefully written for the recipient was printed directly on the packing slip rather than included on a proper gift card. I understand that delicate glassware requires protective packaging, but there is a difference between safely shipping an expensive product and presenting it as a gift. When a customer spends over $300 and specifically selects the gift option, I believe the company should put more effort into making the experience feel special. The glasses themselves are beautiful, but the overall gifting experience felt impersonal, careless, and frankly quite tacky for a company selling luxury products. A simple, elegant card would have made a significant difference. I expected much better attention to detail from Wine Enthusiast.

Received replacement door for my Eurocave Pure cooler and the seal surface has a spot where it will not seal. Cooler is working would just like the rubber seal to be better and more uniform. Maybe was packed too tightly and created a small indentation. Overall door was easy to replace

Wine rack arrived quickly as advised; however, instructions for assembly are not clear. There is only one page of instructions printed on both sides. It starts with a list of included materials on one side showing how to connect the racks and lighting. The back page states Step3 and Step4; however there is no Step1 or Step2 on either side. Step 3 shows the bolts going through the rack holes into the wall, but they are diagramed backwards. I did find a helpful video on the Wine Enthusiast site demonstrating how to install the rack, but even the video does not indicate what size drill to use to make the holes in the wall. Attention to detail would make things easier.

Trying to return a small purchase. Never had a response to my E-mail or phone call back message. Finally called sales and he got someone to help me

UPDATED 8/12/2024 After a few days, a rep from WE finally called me back, JUST as we were literally about to pull the trigger on a competing product! Apparently they had still been working on their software issue but had not communicated that to me, which was very frustrating. They finally cleared their accounting issue, and we went forward with this rather large purchase. Things went smoothly after that, and as John notes in WE’s response below, they did work with me to make it right. Also, they apparently pushed the delivery, as I got the units this morning, which was way sooner than my last unit took for delivery. They were super apologetic and have followed up since, working to make it right. I have done business with WE for years and this is the first real hiccup. But in business, communication is critical and they dropped the ball on this after I got “stuck” in their systems. I hope they will learn from this so I can continue to do business with them. A bit of feedback on delivery though. The “white glove” wine cellar delivery is a huge misnomer. It’s basically a “drop it off and where do you want it” service, with grousing and arguing (in a civil way) if you expect them to put sliders on the feet for nice floors, and then level the units. Many folks complain about this, and although I know WE is not the only company that uses a delivery characterized as “white glove”, for expensive (heavy and bulky) wine cellars, this is really not OK. Maybe include options, a tiered level that can include a bit more work if desired? Thanks to WE for working to re-earn my business! I have updated the rating to 3 stars for the efforts after the initial fumble. Can't I give a ZERO? I have done business with WE for many years and purchased wine cellars and many accessories from them. Less than 2 weeks ago I thought I had purchased 2 Eurocave Revelation Double L's from them - it's essentially a "set". However due to some issues on their end, the charge/purchase did not complete, as it flagged my purchase as fraudulent. Again, I have had previous wine cellars delivered to my address, purchased from WE. It appears (?) this is due to their system issues at the time. As a result, their multiple "authorizations" against the card froze my card, although my card issuer did not detect any fraud concerns. So, a few days later, since they could not figure out their internal issues, I tried using a different card to make the purchase. It appeared to work, and then the salesperson went on vacation. Two days later, it appeared that the same issue had taken place; WE's fraud protection software declined the different card. Each time, I had to call WE, no one reached out to me to explain the problem or find a solution. We are talking about a substantial purchase, and I am essentially begging them to sell me this very expensive Eurocave set. I have now been talking to 3 new folks at WE over a period of days, and no one is willing to get a manager involved or even - to my knowledge - find or fix the issue. AND, no one has called me or emailed me; I have to follow up on my own. IMO, this is beyond horrible customer service. Just tell me what the issue is, and if you can't fix it, admit it, but it would be a bizarre business issue if they have software that's stopping purchases. A couple of their sales people told me that they have had this issue with other customers... By the way, it appears that WE is the SOLE distributor in the United States for Eurocave, so Eurocave has given WE a monopoly on selling their products in the U.S. I really can't recall having to try to beg a retailer to sell me something like this. So, I am forced to look at other products from competitors, as I am finished begging to have WE sell me something! Buyer beware! Also, we have not had the bad delivery experience others complain about, but our last large Eurocave delivery from WE was not great, it just wasn't as bad as others! You would think when you sell this kind of premium product that true "white glove" delivery would be insisted upon!

Furniture delivered today (5/24/23) has two scratches. One of them is a long, thin scratch (27”) on the top surface. The other is around 6-7 “ and shallower The scratches looks like it may have been caused by a utility knife.

I like my cabinet but one of the slats is scratched. Have a pic if you want to see it

Worst Customer Service I have ever experienced. Repair request # is 426610 for whoever is going to provide some fluff response to this review. Before you do so you can look at how many times I've spoken with Paul and whoever else. I have called and talked to someone from your customer service team on EIGHT SEPERATE DAYS over THREE WEEKS, all who promise to call me back with information. Haven't received a call back to this day. I sent an email Saturday, still haven't heard back. Here's the email if you would like to get a head start on fixing this situation! "I am reaching out for assistance with a wine fridge that I have been trying to get fixed or replaced for weeks. I spoke with the same gentleman from your customer service team on three different days last week. Each day he assured me at the end of our conversation that he was going to reach out to someone for an update and call me back within 15 minutes. I did not hear back from him on any of the three days he promised to call me back, prompting me to follow up the following day, at which time I was told he would get some info and call me back, which he has yet to do. The last time I spoke with him was Friday, and I got the same story - "some parts shipped, waiting on the other parts, let me make a phone call to check the status and call you back in 15 minutes." Never heard back from him. While he has been extremely kind and courteous, at this point I am no longer interested in calling in to your customer service line to get my issue resolved, as clearly I am not getting help from that direction. I do not feel even the slightest bit valued as a customer, which is unfortunate and very frustrating. I have been more than patient, however, I do not have further patience to wait for a technician to call me and schedule something for two weeks from now. I would like the unit repaired or replaced by the end of this upcoming week, as it has been useless since it was installed in my kitchen over 30 days ago. The fact that it has taken and is taking this long to fix this issue is beyond disappointing.