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Business Profile

Retail Wine

Total Wine & More

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Wine.

Complaints

This profile includes complaints for Total Wine & More's headquarters and its corporate-owned locations. To view all corporate locations, see

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Total Wine & More has 97 locations, listed below.

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/27/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order number *********. Home delivery date 11/20/23. The delivery driver for this order required that I let him take a picture of my Texas Driver's License (TDL). I am ** years old. I understand looking at my license, but what is the need for a picture. This person now has my name, address, DOB, telephone number and a copy of my license. I called the main Total Wine number to find out if delivery drivers are bonded or insured. They advised that my order was delivered by **** ****. If I have a problem call **** ****. I did not order from **** **** or consent to a delivery by **** ****. I ordered from Total Wine. The gentleman I spoke to advised that the photo of my TDL was secure. How? Do you even know who the driver was? I am a retired ******* ***** who worked numerous fraud cases. Most start with some low level employee who has too much access. I need to know why it as imperative that I give the driver a copy of my TDL and how my information is secure?

      Business Response

      Date: 12/29/2023

      ******** does not take a "photo" of the license; the **** **** App does scan the license to determine validity and that the individual is at least 21 years of age.  No personal information such as driver license number or street address is captured.  Door Dash does require its drivers to perform this measure to indemnify themselves from any allegations that they delivered alcohol to underage individuals.

      Customer Answer

      Date: 01/02/2024

      [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:  The **** **** driver did, in fact, take a photo of my license.

      Regards,

      *****************************

    • Initial Complaint

      Date:11/26/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased three bottles of liquor at the Encinitas  location. I was provided with a box that had a hole in the bottom. When I got to my car the box ripped open and one bottle fell and broke. The manager would not replace the bottle because of the faulty box. The box they gave me holds 12 750ml bottles. The one provided to me had a hole that weakened the cardboard. I just would like a replacement. I have an online account and receipt.

      Business Response

      Date: 12/29/2023

      We are very sorry to hear you had this experience and will be happy to issue you a GC to the email address we have on your online account.    

      Customer Answer

      Date: 12/29/2023

      They made good and resolved the issue. 

    • Initial Complaint

      Date:10/31/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Store address: ******************************, Richmond, TX ******** Order Date Oct 30, 2023 Order Number ********* I have shopped at this store since at least 3 years ago and in the last 12 months I have placed 14 orders for an average of $99. Usually I do curbside pickup and I just show my ID and they place the order in my car. Today I went into the store and there was no one at the pickup counter, after waiting a few minutes I pressed the button, then a few minutes later again. **** showed up in a bunny costume, I thought he would help me but he said "someone will be here to help you". After a while I walked and asked a clerk to find someone, then **** said I can help you. So I showed my Drivers license but **** said he need the order number so I showed him that. Then he said get your ID ready, I said I just showed it to you, but he asked for it again and said he needed to scan it, I said no one ever did that before and so I showed it and he said OK I will write the number down and he typed it into some phone like device. Then he said can you get me a cart. I said no I want you to do that. He said "All I'm asking you is to get a cart", I said "and I am asking you to do that , for curbside pickup you bring the cart to the car so you should get the cart". He went and got the cart but he was muttering something cursing at me. So I complained to the manager *************************** that this is not acceptable. Firstly I should not have to get the cart, secondly why did **** write down my license number , nobody else ever did that, and thirdly **** should not have cursed me out loud, and I have purchased by curbside at least 50 times in more than 3 years!

      Business Response

      Date: 11/20/2023

      We are very sorry to hear of this poor experience at one of our stores.  The district manager for this location will be in contact with you to discuss.  

      Customer Answer

      Date: 12/09/2023

      The business contacted me and stated that the employee should not have been rude and muttered insults but explained that they thought I was a ******** delivery person and so the employee was rude and also asked to scan my ID. I do not accept this since I went to the same store approximately 50 times over the last 3 years and this is the first time anyone copied my license number or was rude to me. Please close the complaint as Customer dissatisfied.

    • Initial Complaint

      Date:06/26/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 response

      Business Response

      Date: 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 Answer

      Date: 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

      Date:06/24/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:05/24/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:05/14/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:03/24/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:02/09/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date:02/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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.   

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