Business Profile
Retail Wine
Total Wine & MoreHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a purchase in store and gave them my phone number for the reward points program. I have contacted customer service by phone,email, and submitted missing points on the app. I have tried a total of 10 times over the last several weeks with no responseBusiness response
07/13/2023
We're sorry to hear of the confusion around your loyalty points. The instore purchase was made with a gift card; points are only awarded when purchasing a gift card not when redeeming one. We are happy to add 2,000 points for the confusion.Customer response
07/16/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*******************Initial Complaint
06/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was on vacation visiting New York City. I went to Eatontown, New Jersey location and was treated very poorly and they refused to abide by their price matching guarantee. They had in stock at this store a bottle of ****** Tequila **** ******. Their price on it was $409. **** ******* in Franklin, NJ has it list for sale and in stock on their website. I was a huge fan and customer of total wine so I personally prefer to give them the business. They told me no! They said I needed a print ad which is false. Based on the fine print on Total Wines price match guarantee is they will price match it as long as it’s a physical store located in the same state. It also states they can not price it below cost with I totally understand. 3rd you can not be placing it as an online order. The kicker is I bought this same bottle at the West Orange New Jersey location yesterday and they were happy to help me and price match it with out any trouble. This is my favorite tequila and I wanted a 2 bottle but West Orange only had 1. Which brings us to today and the complaint. Now representative at the Eatontown location was polite or wanted to help me. They were disrespectful and rude. And told me they only price match physical ads which is false. Also on a side note no one has physical ads now a days. This was not a special sale item at **** ******* this is their standard list price and based on the fine print details on Total Wine’s website, they should’ve price matched it and took my business like the other location did the day prior. I drove 2 hours each way on the last day of my vacation to buy this and I was rudely rejected for no reason.Business response
07/13/2023
We're very sorry to hear you had an issue at one of our stores and will be happy to send you an electronic Gift Card.Initial Complaint
05/24/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
They are no carding all customers who buy a alcohol. I had my passport with supporting my age and they would only accept a drivers license document when I had other forms of id. All customers some under 21 were not carded. I'm almost 40 years old and *****.Initial Complaint
05/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased liquor at Total wine & More at Santa Clarita, CA location. both products were on sale and I got coupon $10 off $50 with products not ending in 7. sale price were $19.99 and $32.99. so I gave coupon ( $10 off $50). when I got home I noticed sale price of the product I purchased were not give only $10 off $50 was given so I called store, no.661- 310-0200. I explained why I was not given sale price with my coupon. I was told that it is California policy to not give two discount. I explained that other local stores like ***** and ****** always gives me sale price + dollar off. but she did not agree. Is store right? I don't think so I am looking for $10 refund +tax transaction detail: ticket no.14069, store 1138,5/10/2023 at 10:51AM.Business response
06/06/2023
We're sorry for the confusion regarding this offer. Per the details of our coupons in the state if CA these deals: "Cannot be combined with any other Total Wine & More coupon or discount." We are sorry this was not explained at the time purchase and will be happy to issue a $10 Total Wine Gift Card to the email address on the account.Initial Complaint
03/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Yesterday my total wine account was hacked by someone in Texas who ordered alchol under my account. I received confirmation of order ready for pick and also my contact information changed and to call if it wasn't me. I called and the representative took so long that by the time the representative called store to block it the order was picked up. My ****** account was used because it was stored on my account profile. I'm requesting a refund a credit back to my payment asap. They told me to call my bank I did to report it and dispute and cancel card used. Total wine needs to do better job with security and verification of identity picking up order.Business response
04/05/2023
We are very sorry to hear this occurred. The issue at pickup has been addressed with our store and while we cannot disclose details of our web security, we can say that the account was not hacked, it was accessed with all the correct passwords and credentials. We recommend that the account info for all online accounts be reviewed. A full refund was processed on 3/25 in the amount of 114.72, we apologize for any inconvenience this may have created.Initial Complaint
02/09/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Have been to the Total Wine located in ************** twice, with in the past several months. Each time I purchase between $200.00 and $300.00 worth of their products. Each time at checkout I find their only check processing unit is inoperative and I am forced to utilize a credit card to complete my purchase after the clerk fiddles with the check reader for up to 20- 30 minutes. This is a severe inconvenience. I can not understand why management has not had the single check reader in the store repaired. On contacting *****, in customer service, in an effort to advise corporate of this issue and to prompt the store management to have their check reader repaired, I was advised that I should use cash in leu of check, Which I found insulting. Either repair your check reader or place signage advising Total Wine no longer accepts checks.Business response
03/02/2023
WE are very sorry to hear of this experience at one of our locations. We have verified with the store that they have a working device and the store manager has made sure training has been made availabel to all team members.Customer response
03/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution appears to satisfactory to me, if true and accurate. I do, Wish to discuss this issue with some of authority to ensure this issue has been resolved.
Regards,
***************************Initial Complaint
02/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a purchase online for 4 bottles of wine on 1/31/203 for same day delivery. When I received the delivery, the order was incorrect. It was for bottles in the box that I never received. I contacted customer service immediately and informed them of the delivery. I verified what I ordered with the representative. I was asked to send a photo of what I received, which I did. When she received the photo, she confirmed that what was sent was incorrect. She told me that she needed to place me on hold to speak with her manager, to find out what to do. After placing me on hold, she came back and said that the manager said I received a different vintage. I asked her, how is it gong to be corrected and she said it's not. Even though it's a different vintage, it should taste the same. So I am stuck with 4 bottles of wine, that I have never had.Business response
03/30/2023
We are very sorry to hear of your confusion regarding this order. While many of our wines, mostly Bordeaux, are vintage defined the ******** ****** ******* ****** is not. Only vintage defined wines will have an individual sku number for each year or vintage produced; non-vintage defined wines will share the same sku among all vintages of that particular wine. As a general rule, vintage defined wines will have the vintage within its name ie: Chateau de la ******** ***** ***** de Bordeaux, 2019. While it was our understanding that you were hoping for a 2018, only 2021 was available and because the wine was not vintage defined we were unable to guarantee a 2018 bottle. For the inconvenience stemming from this confusion we did already refund 2 of the 4 bottle purchased. As a further gesture we will refund the original delivery fee for the order.Initial Complaint
01/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I ordered from Total wine delivery 12/28/22 for my wedding on 12/31/22. I noticed that they took double the amount of money from me and when calling customer service, they stated it was because they needed to authorize my account to make sure I had money, I paid for this order with my debit card in the amount of $593, the charged me over $1100. I asked for a supervisor and they kept telling me no one is available and they will call me back. Still waiting on that phone call.The day of my wedding around 4, delivery was to be made at 3, I called my coordinator to check to see if the delivery was made because I didn't receive any confirmation. She confirmed nothing came in. This is the same time I just arrived at the venue to conduct our wedding party photos. My now husband and I couldn't participate because we were on the phone going back and forth between Total Wine Customer Service and being transferred to the store we ordered from. Between the 1.5 hours of trying to deal with this issue, I was hung up on multiple times, I was yelled at, and I was told I shouldn't even have a wedding and should have gone to a courthouse as they would do. No one wanted to give me their names. After the fact, I just wanted this done because now I am an emotional wreck. I spent an extra $1k to have my photos earlier and couldn't even take 1 picture with them. I asked them if they could just pack it up and I will send our bartender over there to pay AGAIN total of $583, and they told me no they can just go get it themselves. We didn't have the liquor we intended to have, we didn't have water, no champagne for a NYE wedding. I called Total wine customer service and was told that someone will call me when they could. I got a hold of the actual store supervisor named ******* on 1/4 and its going on day 2 that I have not heard anything back from him. No one cares about your wedding as much as you do, and they ruined moments I can never get back again.Business response
02/15/2023
We are very sorry to hear of the stress this caused. Customer did contcat us on 1/5 and we followed up on 1/11 to confirm that all authorizations had been dropped.Customer response
02/20/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: I did not receive all monies rendered and I feel like this issue was taken very lightly by Total wine. Yes, weddings happen every day and there are always hiccups but what happened that entire week could have been avoided if I was contacted before hand. So much money and memories lost on behalf of the Total Wine on ****************************** Tampa, FL horrible customer service. I don't want a $10 gift card that was offered, I want all money that was spent at that store on 12/31/22
Regards,
*******************************Initial Complaint
11/27/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I keep charged from this store which I've never bought anything from nor did I no about this place till I was charged twice yesterday and once today 3 total charges and my debt card said to make a police report which I did and called company and they are not helping me yet taking my money from a person using my money and identityInitial Complaint
10/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made an online order on totalwine.com on Oct 7. The site listed the items in stock, ready for delivery in 3 business days. It is now Oct 16 and my order has not been shipped.Business response
10/24/2022
We apologize for the delay in shipping for this order, our records indicate that it was delivery on 10/20. We have refunded the cost of shipping back to the original method of payment and are working to address the delay with our store.Customer response
10/27/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:I confirm I received the order late shortly after the complaint was opened.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*******************
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Contact Information
Customer Complaints Summary
37 total complaints in the last 3 years.
12 complaints closed in the last 12 months.
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