Total Wine & More Reviews 170

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.

I shop the Wesley Chapel store today I went at 11:00 when they opened I went because website said they carried Trump wines, I could not find in the wine sections anywhere asked a very nice seasoned gentleman where I could find, he took me all the way to the back of store where the cheap additives were no wine at all back there he literally got on his knees and reached way back(totally out of sight) and pulled out another customer came right up beside and had been looking for it as well!!! Ridiculous!! The wine should of been on the shelves in the correct category, I am so thankful for the nice gentleman who found it for me, he had said on the way alllll the way to the back, I don’t know why people think they are supporting the President in buying this wine” well he is MY PRESIDENT

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.

Total Wine us a cut above the rest. Starting with a "huge" selection of spirits supplemented with a high quality cigar shop, u can't go wrong. The staff are friendly, professional, and know their business! They are great for making recommendations! Always thoroughly stocked and many products supported with special discounts on top of an already fantastic price! They are so customer focused, they even have an employee on staff during the holidays to help carry your purchase to your car! Hats off to a extremely well managed, customer focused business. Glad u are near me. This is the ESTERO Fla branch.

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.

Total wine is a bit of a con. Discounts on products direct. 15%. Maybe. Huge selection. Limited quality. Availability for some special items for which we pay through the nose. I bought toe Compass Box Scotchs. Late found same online for1/3 less. Checkout staff not helpful.

I gave it a 1
Because I had
To and that’s stretching by 2
At least but I was over on hulen at kid to kid and
Thought ok
Cool I’ll
Stop in total
Wine
And get
Me
A
Stress release for now and the weekend . BUT I BROKE MY HIP ON THW. OAT SO IM JUST BARELY GETTING G AROUND SERIOISLY AND I REALIZED THAT I DIDNT WVEN BRING A CARD THAT HAD MINEY ON IT BUT I HAD PLENTY OF. CASH BUT KNEW I NEEDED MINEY ON MY CARD SO I PULLED IN THERE I PRAYED DEAR LORD PLEASE LET THEM DO CURBSIDE WITH A CASH PAYMENT . So I called and nope cash payment even after I told her I can’t walk . Ok so can I walk in and stay at the checkout while a someone walked back and grabbed me a small bottle of vodka ??? And she straight said nope can’t do that either so I took my business and will continues to take my business to Hugo’s and or goody goody . . I know for a 100%fact that I would have said hey if you can giveme a min or 2 or 10 or whatever I’ll do it for you not any problem at all . Where the f***** is customer satisfaction these days for real
.amd yall can I say I seriously can barley stand but the ladies at kid to kid was all about helping me .. so total wine is not
a choice for me in the future

Bought 8 bottles of Borrasca about Cava. Not good. No bubbles! Tried an open sample, but thought it was flat because it was opened. Found out we can't return it in Wisconsin....ugh!!! Cava with no bubbles is just sad!!!

The TW sales person, Brendan, Scottsdale Rd, AZ location provided amazing information and suggestions on wines from Spain I could consider for my contribution to our upcoming wine club meeting.

Brendan was courteous, patient, knowledgeable, respectful, and passionate about his responsibility to not just meet but exceed my expectations.

TW is fortunate to have an employee who is proud to represent TW.

I like the selection & price of beer & spirits, wine is not such a good buy. Wine selection is limited & expensive. My main complaint is some, not all, descriptions are in error. I'm fortunate my knowledge is more accurate. More research is needed here.

Total Wine & More keeps trying to withdraw money from my N26 bank account. I've never had anything to do with it, I was not in USA last 10 yea07rs and I don't know what it's supposed to do! It's better to be careful and only pay in cash.

At the Capitol Blvd location in Raleigh NC, the wine specialist Hannah was amazing and helped me with picking wonderful wines - Cabernet, Blends, Pinot Noir and Chardonnay's. She really knew her stuff and I will continue to shop there with someone like her to help me.

David Cohen on Facebook is telling the entire world how he wishes Tucker Carlson would die. Any follows it up by hating conservatives. So no business for you guys

Along the back wall, the Towson store has all the bitters I've ever wanted plus many more. The passion fruit syrup was right next to the bitters, along with all the other many exotic ingredients listed in every Tiki Bar Cocktail recipe book! Just one trip to one store, and you will be thoroughly prepared for your next Tiki party!

Visited the store in Port St Lucie Florida, nice selection, beautiful store, extremely rude management. He made me feel like I was bothering him, no eye contact while I was speaking to him, very abrasive person. The reason I had to deal with him was because the rest of the staff was basically unfriendly and not interested in helping me find what I was looking for.

Just received my order placed through a gift card. Online ordering easy, received quickly and packaged well. Super happy with order!

The delivery process is absolutely terrible. Im really unhappy with their customer service as well. Bascically they dont bother to show up amy times and still want to collect their tip. It is a scam frankly. I think the Texas Attorneny General should investigate this delivery service - something is off.

I had a gift card from my credit card company because of the points I had. The cashier who I believe was a manager didn't even try to figure it out. He just said that don't take those only gift cards from the store. I feel that was just pure laziness. I sure hate it Total wine was my favorite liquor store.