Total Wine & MoreReviews 74

Boca Raton store

She was so rude (rolled her eyes) when asked help about my email received 20% off, that i had problem to redeem.

Got my elderly mother out the other day, and took her to Total Wine & More to get a few things for the holidays, as we had heard how big the place was, and what an awful experience it was. Firstly, as soon as we walked in, a "greeter" chastised us for our "improper" mask placement ( it was fine). We were going to leave right then, but as we had driven 23 miles, we decided to stick it out. Yes, the store is vast, but the signage was terrible, and as we wandered around looking for certain items, we decided to ask a worker for guidance. He said he was "busy" & told us to search for someone else, before walking away. The second person we found was clearly inexperienced, and the third person begrudgingly listened to our queries, but really couldn't appear to care less. We left before getting anything, and on the way out, stopped a manager to tell him what happened, and he replied, "You can write a letter to the company." Trust me, the dollar or two you might save is NOT worth being treated like that.

Total Wine has got the the worse packaging of any liquor store I have shopped at and I'm 77.
Single cheap plastic bags that the bottom seam rips out.
Seems they want to sell product but do not care if packaging will hold up long enough to get to the parking lot.
Tonight was the second time that a bag gave out. I was able to catch the bottle on the first bag break. But tonight the bottle smashed in the drive way.
Called the store manager and no sincere apology or concern. He said he would report the issue to corporate but did not want my contact information, made no effort to replace or discount a replacement.
Going back to their competition in Houston that knows how to package a bottle in a strong bag.
Very upset.

I went in to exchange a keg with my daughter-in-law. I dropped my keg off in the front (as usual) & went to pick up another. When I went to checkout, the cashier asked for both of our IDs. My daughter-in-law did not have hers. The cashier told us we couldn't exchange the keg without the ID. I told them that I would go drop her off & come back. The manager then proceeded to tell me that I couldn't come back to buy alcohol the same day since I was already in camera. She also would not let me grab my keg that I returned since she didn't "witness" me dropping it off. This is the absolute worst customer service I have encountered. I will never be back.

Several times I have an encountered advertising of specific wines indicating a vintage and the number of points given by the reviewer, but a different vintage is in the bin for sale. I have questioned store associates about this on numerous occasions and always get an excuse that it is simply an oversight. This has happened in stores in various cities. The excuse normally comes with an apology and an offer to find something else.

This happens too often to simply be an oversight, but is indicative of a corporate pattern of intentional false marketing. This observation was recently affirmed when I ordered a particular vintage online and received a different vintage. Of course, anyone who understands wine understands that each vintage is different, so a rating of 93 for a particular year will likely not be exactly the same for another year. When I questioned Total Wines customer service about what they had shipped I was told that there is no guarantee that they will ship what I actually ordered.

It is surprising that more people are not complaining about this problem, but perhaps Total Wines' customer base is not comprised of true wine connoisseurs.

If you want to rely on ratings from the various wine reviewers, be sure to look at the actual bottle and compare it to what the rating was for a particular vintage.

And shame on Total Wine for misleading your customers.

I bought a bottle of wine for $199 and when opening it the cork broke. It was undrinkable. It was definitely incorrectly stored at the store. When I went to the store the manager said: "there is nothing I can do". Unbelievable for me. Such poor customer service and very disappointing. They didn't even offer me a small store credit. This was the last time I bought wine there. Definitely. You lost a valued customer over bad customer service.

Getting really fed up with staff that cannot process a check payment, only a few staff can use their inefficient machine

Will not be going back to the Sugar Land location after being asked to leave for not wearing a mask. We were purchasing for a large party and had around $800 in our basket. We had already been through the whole store and made our selections passing several employees and other managers without being asked. We were in line to check and one manager asked us to leave since we were not wearing one. What happened to my body my choice.

TOTAL WINE IN DALLAS, TX ON PARK LN... MY EXPERIENCE TODAY 03/06/21 THEY JUST RUBBED ME THE WRONG WAY, THEY HAVE THERE LITTLE SET UP FOR SAMPLES, THE (1st SIGN) LONG AS I'VE BEEN GOING THERE NO ONE HAS EVER ASKED ME WOULD YOU LIKE TO TRY SAMPLE OF SOME OF OUR WINE OR LIQUOR, WHICH I WOULD'VE SAID POLIETLY NO THANK YOU, (2nd SIGN) THIS IS THE ONLY LIQUOR STORE THAT I'VE BEEN TO THAT HAS ITS COGNAC HENNESSY AND COUVOISIER LOCKED UP, I ASKED ONE GUY HE DIDN'T HAVE A KEY, I HAD TO WAIT 10 MINUTES FOR ONE OF THEIR OTHER WORKERS THAT HAS THE KEY TO FINISH TALKING TO A CUSTOMER ABOUT WHAT EVER... THEY WAS JUST CONVERSATING... AFTER I ASK HIM FOR 2 BOTTLES OF THE 750ml OF HENNESSY, I STILL HAD TO WAIT ANOTHER 10 MINUTES WHILE HE EXPLAINS SOMETHING TO ANOTHER CUTOMER ABOUT THE DIFFERENCE BETWEEN A 1 liter and 1.75 liter, (HEY MAN... I'M RIDING THE BUS MY TIME IS LIMITED) THEN HE GOES TO THE BACK BRINGS OUT OUR REQUEST TAKES THE LIQUOR TO CUSTOMER SERVICE, I TOLD THE OTHER FOLKS HE HAS TO WALK OUR LIQUOR TO THE FRONT (THEY LOOKED VERY CONFUSED) I WAS STANDING THERE IN THE CUSTOMER SERVICE LINE, THEN HE COMES AND TELLS ME YOU HAVE TO GO GET IN THE OTHER LINE TELL THE CASHIER TO GO TO CUSTOMER SERVICE TO PICK UP YOUR HENNESSY AND THEN THEY WILL RING YOU UP! THERE GOES ANOTHER 10 MINUTES IT'S ALREADY AFTER 6:00pm, MY BIRTHDAY IS ON 03/07/ IN A FEW HOURS I'M JUST TRYING TO ENJOY MY EVENING DURING THIS COVID-19 PANDEMIC (THE 3rd SIGN) AT THE REGISTER THE SIGN READS CREDIT OR DEBIT ONLY, I TELL THE CASHIER I HAVE TWO BOTTLES AT CUSTOMER SERVICE SHE SAYS TO ME THIS LINE IS CREDIT OR DEBIT... I LOOKED AT THAT YOUNG LADY AND JUST LOST IT! WOW REALLY... I DID READ THE SIGN BEFORE I GOT IN THIS LINE!

Because you use FEDEX as your delivery, my package has been in Memphis Tennessee for over one week!
I don't have a problem with " total wine"... my complain is your delivery... fedex SUCK!

Just a warning to check your receipt. I got ripped off for $20 on a bottle of bourbon, either accidentally or on purpose. Regardless i live an hour away and am not driving 2 hours for a 20 dollar refund. When i chatted, they suggested i find the receipt (cant find) and bottle (already opened) and go back to store. Great customer service. She should have just told me to f off, same result. Last time i go there. Buyer beware.

There is no rewards program. You have to ask for it online even after you add your phone number. Just got off the phone with them and after a year of rewards... I have zero points! The terms are on the website so OK... get it... but not automatically giving rewards? Customer service told me that many people like accumulating the points... guess what total crime... most people want the reward program to take off the automatic $5 for the 5000 points... as that is what you are using as the sham. Your program sucks.

I came here after a crummy day hoping to lighten up my mood with a bottle of rum. I went through Erica's line and she absolutely was AMAZING! I cannot say enough good about her! She was so patient and friendly. I believe she is the nicest person that I have met since moving to Florida. She truly is a great worker and believe she deserves a raise for the excellent customer service. Always good prices and friendly staff but she went above and beyond!

I don't order online. I'm old school and like to walk through a store, for anything, and browse. I've been to the store in my hometown, Wilmington, DE many, many times. Also, over the years, during separate trips, I visited the store i. Orlando, FL and the one in or near Ft. Myers, FL. In each and every case, I've seen fair pricing and received EXCELLENT service from the representatives stationed around the store. I'm fond of craft beer, spirits (mostly whisky), and wine (mostly reds). I've always received good suggestions or recommendations. Whenever I ask for something specific or don't see, I get a definitive answer. If I chat with someone about any alcohol product, either here or in another city, I ALWAYS tell them to visit Total Wine, if their city has one.

So... we've been buying wine for a long time. There is never going to be one store that satisfies everyone with every interest. I'd say the majority of the audience served by literally every total wine store is ranging from Franzia to some interesting, (yet not interesting enough to be compelling), old word finds. In the states where they can also sell booze, they actually do a great job with knock-off off-brand items, (e.g. Tower Vodka is their label and is a close match with Tito's with a great reduction in price. When you are in an area with limited selection, this place is A-Ok.

And here is my one gripe: if you are this wine mega store, ostensibly pulling down gazillions during a booze-soaked pandemic, WHY THE ACTUAL HECK CAN'T YOU OFFER A MIXED CASE DISCOUNT?!? Seriously, if every small bottle shop that's just barely making margins to pay rent can offer this, why cant Total Wine offer this (the response I got was "it has to be by the same maker"... I'm sorry, are you serious?!?). /rant

Was very disappointed to learn the Total Wine gift cards I gave out as Christmas presents are not able to be used on the Total Wine website. What is the reason behind this? The cards are useless to those who don't have a physical store in their area. Thanks for nothing... Don't make the same mistake.

I was followed around the store and was given a mask commands to put a mask on. At least 4 or 5 employees ganged up on me and said I need to leave the store immediately. This guy names Imad was completely insulting and over the top. He was going to call the police on me! Suddenly there were 5 men all around me yelling at me to get out of the store. I raised my voice intentionally so all those people heard me. What a disgusting way to treat a good customer. 3 customers followed me out of the store saying how outrageous that display of terror against a customer with medical disabilities. Merry UGLY Christmas Eve!