SmallBizGenius Analysis
Total Wine receives mixed reviews, with customers frequently praising the wide selection and knowledgeable staff, while simultaneously criticizing inconsistent customer service and delivery issues. Several customers reported bait-and-switch tactics with coupons and misleading advertising.
Category Breakdown
Scores based on analysis of 244 recent reviews
Customer Service
3.0/10Many reviewers report negative experiences with Total Wine's customer service, citing rude or unhelpful employees, unresolved issues, and a general lack of assistance. Examples include employees being nasty with their words, refusing to help with incorrect orders, and failing to address delivery problems.
45 reviews mention thisDelivery Issues
2.5/10A significant number of reviewers complain about problems with Total Wine's delivery service, including orders not arriving on time, incorrect orders being delivered, and a lack of communication regarding delays. Some customers report that their orders were simply forgotten or that the store claimed to have attempted delivery when they were home the entire time.
25 reviews mention thisProduct Selection
9.0/10Several reviewers praise Total Wine for its wide selection of products, noting that they can find a variety of wines, beers, and spirits from different regions. Reviewers appreciate the extensive inventory and the ability to discover new beverages.
15 reviews mention thisMisleading Advertising & Coupons
3.5/10Some reviewers claim that Total Wine engages in bait-and-switch tactics with coupons and misleading advertising. Customers report that advertised discounts are often unavailable or that in-store signage is misleading.
10 reviews mention thisKnowledgeable Staff
8.0/10A number of reviewers highlight the helpfulness and knowledge of Total Wine's staff, particularly in recommending wines and spirits. These reviewers appreciate the expertise of employees who can guide them in making informed purchasing decisions.
10 reviews mention thisWebsite Issues
3.0/10Some reviewers report problems with Total Wine's website, including difficulties with placing orders, repeated requests to prove they are not a bot, and an inability to easily adjust delivery times.
5 reviews mention thisPros & Cons
What Customers Love
"Good selection, good prices."
"The customer service was outstanding. Ernesto at the Woodbridge, VA location was very professional and helped me pick out the best Pino noir & white wine. He explained each wine with knowledge and I was so appreciative of his nice/demeanor."
"Their prices are better than local grocery stores often enough to make it worth checking."
"Mitch at store 1803 in Chesterfield, Missouri was phenomenal!! He assisted me with my total wine pick up and more wine that I bought today. He even helped me load it in my car."
Common Complaints
"Awful awful customer service."
"Orders NOT delivered in provided time slots, they just forget."
"The coupons they advertise and give to their members are nothing but a bait and switch routine."
"They continually require you to 'prove you are not a bot'? and then when you do they continue to ask you to repeat the procedure multiple times with no end."
"Every time I go into the store close to my house the man working in the wine and champagne section just keeps harassing me over which selections to make. I try to hide from him but he is always there."
Common Questions About Total Wine
Answers derived from customer review patterns
Is Total Wine legit and trustworthy?
Total Wine is a legitimate retailer of alcoholic beverages, but the reviews suggest mixed experiences regarding trustworthiness. While many customers appreciate the wide selection and competitive prices, a significant number report issues with customer service and delivery. These issues range from rude employees and unresolved problems to late or missing orders. Therefore, while Total Wine is a real business, potential customers should be aware of the reported inconsistencies and weigh the risks before making a purchase.
Based on 45 reviewsDoes Total Wine have good customer service?
Based on the analyzed reviews, Total Wine's customer service appears to be a significant area of concern. Many reviewers describe negative experiences, citing rude or unhelpful employees, difficulty resolving issues, and a general lack of assistance. Some customers report that their complaints were ignored or that they were given inaccurate information. While a few reviewers mention positive interactions with specific employees, the overall sentiment suggests that Total Wine's customer service is inconsistent and often falls short of expectations.
Based on 45 reviewsIs Total Wine worth it for small business?
Total Wine could be worth it for small businesses seeking a wide selection of alcoholic beverages at potentially competitive prices. However, the numerous complaints about customer service and delivery issues raise concerns about reliability. If a small business needs a consistent and dependable supplier, the potential risks associated with Total Wine's service might outweigh the cost savings. Businesses should carefully consider their priorities and potentially test Total Wine's service with a small order before committing to larger purchases.
Based on 45 reviewsWhat is Total Wine's return policy like?
The provided reviews do not offer specific details about Total Wine's formal return policy. Some reviewers mention attempting to return items, but their experiences suggest that returns are not always straightforward. One reviewer described a frustrating experience with an AI robot when trying to inquire about the return policy. Without more concrete information, it's difficult to assess the ease and fairness of Total Wine's return process.
Based on 5 reviewsWhy are Total Wine deliveries so unreliable?
The reasons for Total Wine's unreliable deliveries are not explicitly stated in the reviews, but several factors can be inferred. Some reviewers suggest that the company may be understaffed or that its delivery logistics are poorly managed. Others imply that communication between the store and delivery personnel is lacking, leading to missed deliveries and incorrect orders. It's also possible that high order volumes contribute to the problem, overwhelming the delivery system and resulting in delays and errors.
Based on 25 reviewsLooking for Something Different?
Compare Total Wine against 83 similar lifestyle & perks options.
View Alternatives