ComplaintsforTotal Wine & More

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Too frustrated to really write this but I will try.The coupons do not work. I called and waited a long time to get and answer so I adjusted my order to see if that would fix it but it did not. I called again. They said I can't combine it so I did the order again with only one coupon. Did not work. Some of the bottles that said mix 6 the first time I put them in my cart, did not say that the second time. I tried to call again and left a call back and they never called.I have had this problem before.

  Business response

  06/28/2022

  We are very sorry for this frustrating experience, we are happy to issue an $35 GC to the email addrress provided by the customer.  Furthermore we will follow up with our promotions team to make sure all restrictions are clearly noted.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been a repeat customer of Total Wine & More with the Virginia Beach (Marketplace) store. I received the attached notice that a recent order was available for pick-up. When I arrived at the store, the employee confirmed the existence of this open order; however, after performing a cursory (certainly not complete) inventory search, advised the order had already been picked up. I contacted the company's Corporate Headquarters in Bethesda, MD and have not received a response. I faxed a letter to the company owners, David and Robert T******, and they (as of this writing) have ignored my concern. I seek either a refund or the order for pick-up as purchased.

  Business response

  02/11/2022

  Our apologies for the confusion regarding the status of the order in question, we will process a refund as requested.  To my knowledge, we do not have a fax and if one was sent I have no idea where it would be routed.

  Customer response

  02/12/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me once the refund has been applied to my account. As for the fax number, I obtained that by calling their office.  
  
  Regards,
  
  ***************************
  

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a customer of Total Wine since November 2020. I immediately became a Reserve status member after spending several thousand dollars in my first visit. I was to receive, as one of my "perks", an email for a free wine bag every month. I have never received such an email. However, I have received all other marketing emails from Total Wine, including emails reminding me to use my "Rewards" (cash applied to my account that I earned from spending money at the store). This month I became a Grand Reserve status member. I am now entitled to, among other things, 2 free wine bags per month, 6 free magazines per year, etc. However, I have never received my "perks" emails in the past, and now this really gets me upset that I will be missing out on so much. I spoke with Total Wine's customer service dept  in March 2021, and they assured me they would fix the situation, and offered me some "points" to add to my account, which I did not need anyways. I still never received any such "perks" emails. Today, December 29, 2021, I spoke with their cust svc dept who told me they would look into the email issue and asked if I would like some more "points"... are you kidding me?! I'm top tier, "points" are useless to me. Then I was offered a $15 gift card...again, a slap in the face. I have already been stripped of 13 gift bags until now, which has an equivalent value of $41.21 ($2.99/bag + tax), plus other missed "perks". Going forward, any "perks" missed currently have no value to be given considering the array of "perks" available, such as free classes, etc... I can't imagine to guess the value that I am missing out on should I take advantage of all the "perks" available to a Grand Reserve status member like myself. This afternoon, I received an email from cust svc saying that they show emails being sent, and they consider the case closed. Unbelievable!! Total Wine needs to do the right thing.

  Business response

  01/07/2022

  Customer was issued $40 eGC on 12/29/21 to cover the cost of the aforementioned gift bags.  We have validated that the customer was sent their monthly perks email on 12/1/21 and 1/3/22.

  Customer response

  01/14/2022

  [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 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

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in the day before Thanksgiving with my nieces. I was asked at check out if they were my daughters, I said no and the lady said she needed to see there ids and asked who they were. 1. non of your business who they are and 2. I said absolutely not but told the girls to go to car and wait while I handled this. She never once explained to me why she was carding them. They weren't buying liquor, I was. Per Florida  law they never handled the liquor or any for that matter while in the store so why were we targeted with her rudeness? Once the girls were gone she crossed her arms and sarcastically said NO she would not sell me liquor. I requested mgr. I am livid at this point! Mgr came over questioned who girls were and then went ahead and okayed her to sell me liquor. This purchase was 100 and my husband and i were in days earlier and spent 200. I have told countless people to come visit your new beautiful store, but NO MORE. If kids under 21 aren't allowed in store than POST it, we could have all saved us the hassle. Regardless they aren't of age so what????? would have she not sold me liquor even though I am well over the age limit? I have NEVER experienced anything like this in my entire adulthood. I felt like I was committing a criminal act with the way this lady treated me. I felt discriminated against because I had the girls with me. This is NOT the way to treat your customers. To make matters worse, I called the Monday after the holidays and told my story to your CS line and was told the DM would be calling me back by Friday of last week, still no response from anyone.

  Business response

  12/08/2021

  We incorrectly forwarded the customer feedback; there is a new district manager for that store as of 11/19 and the agent who took the call sent the request to the old district manager in error.  Our apologies for the poor experience, we'll have the new District Manager reach out ASAP to address the concerns with how the store team handled the situation.   

  Business response

  12/08/2021

  We incorrectly forwarded the customer feedback; there is a new district manager for that store as of 11/19 and the agent who took the call sent the request to the old district manager in error.  Our apologies for the poor experience, we'll have the new District Manager reach out ASAP to address the concerns with how the store team handled the situation.   

• Initial Complaint

  11/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Being GrandReserve Mamber I placed multiple orders with Total Wine.On Nov 19, 2021 - During the online order I had 25% discount in my checkout. I approved the order and pick up the wine next day. order #********* While I have several promotions I decided to reorder one of the wines, and found to my surprise that the amount being charged was totally different from what I authorized. The discrepancy, I was charged extra 25% for my order.Stealing money by the business is not welcome in my book. Their phone customer service, was a ********************** disgrace telling me that TotalWine NEVER makes mistakes.

  Business response

  12/01/2021

  Customer placed order on website themselves - order was authorized and invoiced for $106.65, there was no promo applied to the order.  Without knowing what promo the customer is referencing it is impossible to determine what, if anything, went wrong.  It is most likely that the items in the order did not qualify, the promo had expired or the promo was not applied during checkout in error.  With all that being said, we will process a refund for this order as an accommodation for the confusion. 

  Customer response

  12/06/2021

  [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:
  
  Vendor got plenty of bugs in their online checkout system per communication with store manager, and the tone of online response is still showing off the attitude- the customer at fault. Main issue was - I authorized one amount but was charged much higher/different amount.

  Nonetheless, stolen money were returned by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  
  Regards,
  
  ***********************
  

  
  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order on 10/27/21 Order No: ********* when I got to the store I went inside and notice my apple and peach crown royal were not the largest. I asked to return those 2 items and I was supposed to be issued a refund within 10 business days. Since then I have called the store twice and drove back to it to speak with the manager in person. I was told a ticket will be opened and they will research this issue. have waited over 10 business days to receive my refund I have called the store twice and visited today once I have been inconvenienced after doing business with your store My money is not earning interest and I have not been offered anything for this error on your part Now I am being told your corporate office need to research this and call me back I am filing a Better Business Bureau complaint *********************** ************

  Business response

  12/10/2021

  We have confirmed with our Accounting Team that a refund was processed for this order on 10/28/21 in the amount of $52.19.  If the customer is not seeing the refund posted to their account we can provide a transaction id that can be used to further research with their financial institution.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I made a purchase on 6/26/2021 at the Total Wine & More location located at **********************, Tempe, AZ ******* for a 12 pack of ****** ****** ******* for $19.00. I noticed the bottles were sour but was thinking that just a few may be, so I continued opening the bottles one by one thinking that the entire pack can't certainly be bad. As I got close to opening most of the bottles I decided to give the company a call and see if there happened to be a refund or exchange policy. I was informed that I could go to any Total Wine & More location and receive my choice of either a refund or exchange as long as I have the empty bottles of the defective product and any bottles that may not have been opened as proof that I saved the product and did have an issue to receive a refund/exchange. I have been attempting to return or exchange this product for quite some time now at the location in Gilbert, AZ but have been informed I can't and won't. I am requesting a refund as well as store credit

  Business response

  08/31/2021

  We are disappointed to hear the customer has had difficulty exchanging this product.  We will issue the customer a $30 GC to the address provided that the customer can use on a future purchase.

  Customer response

  09/09/2021

  [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:
  
  ---------- Forwarded message ---------
  From: **** ***** <**********@*****.com>
  Date: Tue, Sep 7, 2021 at 12:01 PM
  Subject: Complaint ID: ********
  To: [email protected] <[email protected]>
  
  To whom it may concern,
  
  How do I go about taking advantage of the gift card offer and getting it mailed to my correct address? My address is as follows:
  
  **** *****
  P.O. Box ****
  Breckenridge, CO *****

  Thank you,
  **** *****
  Regards,
  **** *****

*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. ↩