Total Wine & More is an online company. Based on 60 reviews on TrustPlane, it has an average rating of 2.0 out of 5 stars. Last reviewed February 26, 2026.
Awful awful customer service. Placed an order on line for delivery. Delivery never came- store “claimed “ they tried to deliver- was home the entire time. Nothing on the app or text. NEVER ordering from them again!!
This is about their website.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.I thought they were in the business to sell wine. I guess I was wrong: they just want to P Off their customers. Mission accomplished! wake TFU management!
The worker was very rude when talking to us when we asked a question she got very nasty with her words. Very bad customer service by the so called manager. She need to be fired. Racist people.
I stopped in to get a couple of wine boxes to safely move a collection of wine I had previously purchased. A cashier was very helpful and assisted me in selecting boxes that would work perfectly.However, as I was leaving the store, I was stopped by another employee who told me I could only take the boxes if I made a purchase. I explained that I was already a customer, but she dismissed that entirely. She then offered alternative boxes that were completely unsuitable. Ultimately, she took the boxes away, and I left empty-handed.I walked across the street to Specs, where they were more than happy to provide as many quality boxes as I needed—no hassle, no attitude.Needless to say, Specs has earned my business going forward. Unfortunately, this experience reflects a clear lack of customer-focused service at Total Wine, and I won’t be returning.
Ordered 4 bottles of wine a 2 bottles of liquor and had 2- 12 packs of beer delivered. Sent it back and the only option is to have it delivered tomorrow. Not thinking it will be correct tomorrow either but we shall see.
The Huntington Beach Total Wine is one ofthe best of all the TW stores. Ben was so incredibly helpful, knowledgeable, patient & kind. I will make an effort and drive the distance to shop there again.
Good selection, good prices. However, looking to pick up another bottle of pomegranate liquor, sales rep recommended their house brand (which is supposedly made by a higher end producer) as a good buy. Used it to make a pomatini and it was awful. Tried it a second time, adding a little more liquor, and still awful. In addition, a few drops ran down the outside of the glass onto the bar top and left a bright red ring which required scrubbing to remove it. That suggests there is not much of a pomegranate in the liquor, it's all tasteless red dye.
Their online ordering and delivery need to be completely revamped. Most of the time I try to order the cart doesn't work, I tried a few different browsers. I did finally get the site to work and place an order for delivery the next day. Then realized I needed to adjust the delivery time. You can't easily do that. I had to call customer service, they can't change it either, they have to cancel the order. (then told me 7 to 10 days for a refund...what?) I then tried to reorder, but cart not working. I gave up.
Do not work for this company. If you push sales and enrollments you will be fine even to customers who do not want it. If you do not get a certain percent then you get talked to and let go. That's exactly what happened to me. I refused to make people sign up for rewards so that didn't give the GM his bonus therefore thru let me go even after telling me that everything was good during my performance reviews. Everything is based around money and numbers. The higher the money's, the bigger the bonuses for the GM of the stores. That's all is based around.
Received incorrect order. I contacted them, customer service representative was very helpful & friendly. She said Total Wine would come to pick up the incorrect order, and drop off the correct one. 20 minutes later I get a vm asking to send photo proof of the incorrect order and receipt. After emailing them I receive a response literally asking for the information I sent. As of today the amount has been credited. They never showed up to get the incorrect order. Won’t be shopping here again.
The saving grace of my negative experience at Total Wine is this experience led me to discover a new place to shop for Spirits. A rude middle aged gum smacking blonde employee decided to spew her foul venom at me. Since negativity is contagious this miserable creature was successful in getting me out the door as fast as I could pay my bill A professional and polite employee (Victoria) checked me out.
How stupid?? Had a delivery of several boxes of wine....They literally placed a delivery sticker over the place where you open and dispense the wine. Had to use a hammer to break in. Come on...use some common sense.
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. Thank you so much for all your help!
Great staff and selection at our store on Pasadena!
They push crap brands of liquor for their own profit. I tried 2, both taste like vomit. So then I went to their app to ask about the return policy, which I do expect there to be none, however instead I had a run around with a retarded AI robot. At the end of the day you don’t save that much money to not support your local liquor stores.
Terrible, placed an order early in the day for delivery between 3-5 pm its 5.12, I get a text at 3.48 saying, your order will be delivered in less than 30 minutes, again its 5.12 and no delivery, and they cannot find out why, cannot reach the driver, only re-deliver tomorrow, which does no good for the party tonight! 18 minutes on the phone with terrible on-hold music and more, never again with this service - im 4 miles from the delivery store. Complete failure ~~~
Absolutely awful customer service. I placed an order that was not delivered and TW offered to redeliver. didn't receive any updates unlike the first time, and found that the second order was not delivered at all, despite two confirmations. Would never shop there again.
Overall I have a fair to decent experience here. Their deals are decent if you spend some time with them. Their prices are better than local grocery stores often enough to make it worth checking. They have good options. I don’t find their scoring to be very reliable. Many highly rated wines have not been good. It’s impossible to cancel an order online after it’s submitted and there’s no way to email our local store, which is problematic.
Whoever was in charge today in the online orders seemed really unhappy about his job did not smile looked upset and gave me attitude
I used to love this place, until today.I puchased 2 basil hayden, 1 large gentleman Jack and 2 bottles of champagne, then in the counter stands a big guy, must be in his late 20’s, told me to pick my box and pack the booze myself. Didn’t lift a finger to help. I am in my 60’s with back problems. I guess, customer service is gone at this store. i will never be back. Very disappointing service to loyal clients!!
According to TrustPlane, Total Wine & More has a 2.0/5 rating based on 60 verified reviews as of February 2026. Source: trustplane.app/company/www-totalwine-com
