Total Wine & More

John Ortega 3 months ago

GARBAGE STORE Manager has a serious God complex when it comes to their bourbon. I've had three negative interactions with this person and have reported him all three times to corporate. He always tries to gatekeep new releases of allocated bourbon like he's selling them from his own personal stash. He's lied to me on two separate occasions. The first time was with the Tanager release. I arrived at the store before opening and he said that he didn't have any and wasn't getting them. I went to the store on Brodie and just missed the cut off. So I returned to this store shortly after it opened and they were sitting on the shelf. I grabbed one and he literally took it out of my hand to take it to the back and said he wasn't selling them. I got on the phone with corporate and he got on the phone with his DM. He then came up to me and said that his DM had his back and he's not selling it to me. A couple more people came in and he turned them away, but a nurse came in and they sold her one shortly after I left the store. I've called to complain a couple more times about this manager and asked to speak to the DM each time. The last time, the customer service rep said that there's no time limit as to when the DM would call. At this point, it's been 4 months since the first complaint and they weren't kidding with the "no time limit". I'm sure whoever runs the account with this store will give the standard, "I'm sorry you had this experience, please call us" response. But you all have already shown that you're not interested in fixing bad behavior. In fact, the response that the DM gave to the manager and the fact that he hasn't called me yet shows me that you all don't really care about fixing the problem. You all just want to try and put a good face on for a negative review, but will continue to enable bad behavior. So I hope that this review happens to turn customers away from shopping with you! You all deserve any negative press that is coming your way.

Alex B a month ago

I love shopping at this Total Wine location, the store associates are so friendly and go out of their way to help me find things. It's also dog friendly so I've come here with my dog for public access training and he has sometimes received treats from employees! The only thing I absolutely hate is the service for pickup orders...for some reason, it's consistently rude and slow.

Laura Munoz 5 months ago

We've been long time shoppers at Total Wine and have always had a good experience. We won a wine tasting for 20 class at our daughter's preschool fall fundraiser and attended tonight. It was a great experience! Booking the event was easy. Our wine tasting guide and educator Carol was attentive, kind, engaging, and patient with our talkative group. We absolutely hope to win this at future fundraisers and would also happily pay for this experience.

Bob Stack 4 months ago

Coordination and communication doesn't seem to be focus or strong suit here, so after extra effort/due diligence on my part that didn't accomplish anything. I'm giving up and taking my business elsewhere. Colleagues in the industry with small brands/portfolis or companies told me it's a struggle to get any traction with Total or get redirected to the proper channels- they weren't kidding.

Mar R B 2 months ago

Terrible experience. The staff was unhelpful and rude. Update: The manager called me after I left this review, and instead of addressing my concerns or offering any kind of apology, he told me I was being unreasonable. The conversation felt dismissive and inappropriate, and it only reinforced my original impression of the customer service at this location. I won’t be returning.