旅行
账户
Joseph S
Why I Gave Total Wines a 1 Star Review
Total Wine Spirits & More的点评
点评：My experience with Total Wine Spirits & More, Westbury, NY, was an absolute disaster. On December 10, 2024, 1 ordered a full case of Caymus Cabernet Sauvignon for an important client. The delivery was promised by December 15th, but on the delivery date, I received an email stating they were canceling one bottle. This made it impossible to gift a proper case--sending 11 bottles looks unprofessional and cheap.
I called customer service immediately and asked why they didn't honor the order I placed five days prior. The rep explained that their policy is to fill orders based on stock at the time of delivery--not when the order was placed. He even admitted they had the full stock when I placed the order but didn't set aside the 12 bottles. When I asked why, he reiterated, "That's company policy."
I then asked if they could fill the missing bottle with a comparable wine from another vineyard. The rep said he could and walked me through placing a new order for three bottles, explaining that I'd need to do this to meet their minimum order size. He assured me he would personally cancel two bottles, credit the shipping, and combine this new order with my original one so my client would still receive a full case. I followed his instructions, placed the new order while the rep was still on the phone, and he confirmed everything was taken care of.
Imagine my embarrassment when I learned my client only received the 11 bottles! When I checked the status of the new order a few moments ago, it still shows as pending shipment.
Total Wine's customer service failed at every step. Their ridiculous policies, inability to resolve issues, and failure to follow through on promises turned what should have been a simple transaction into a complete fiasco. I will never trust Total Wine with an important order again.
I called customer service immediately and asked why they didn't honor the order I placed five days prior. The rep explained that their policy is to fill orders based on stock at the time of delivery--not when the order was placed. He even admitted they had the full stock when I placed the order but didn't set aside the 12 bottles. When I asked why, he reiterated, "That's company policy."
I then asked if they could fill the missing bottle with a comparable wine from another vineyard. The rep said he could and walked me through placing a new order for three bottles, explaining that I'd need to do this to meet their minimum order size. He assured me he would personally cancel two bottles, credit the shipping, and combine this new order with my original one so my client would still receive a full case. I followed his instructions, placed the new order while the rep was still on the phone, and he confirmed everything was taken care of.
Imagine my embarrassment when I learned my client only received the 11 bottles! When I checked the status of the new order a few moments ago, it still shows as pending shipment.
Total Wine's customer service failed at every step. Their ridiculous policies, inability to resolve issues, and failure to follow through on promises turned what should have been a simple transaction into a complete fiasco. I will never trust Total Wine with an important order again.
翻译：我与纽约州韦斯特伯里的 Total Wine Spirits & More 的合作经历简直是一场灾难。2024 年 12 月 10 日，我为一位重要客户订购了一整箱 Caymus Cabernet Sauvignon。承诺在 12 月 15 日之前交货，但在交货当天，我收到一封电子邮件，说他们取消了一瓶。这使得无法赠送一箱合适的葡萄酒——发送 11 瓶看起来不专业而且很便宜。
我立即打电话给客服，询问他们为什么不遵守我五天前下的订单。客服人员解释说，他们的政策是根据交货时的库存来填写订单——而不是下订单时的库存。他甚至承认我下订单时他们有全套库存，但没有留出 12 瓶。当我问为什么时，他重申，“这是公司政策。”
然后我问他们是否可以用来自另一个葡萄园的类似葡萄酒来填补丢失的瓶子。销售代表说可以，并指导我下达三瓶新订单，并解释说我需要这样做才能达到他们的最低订单量。他向我保证，他会亲自取消两瓶，将运费记入账户，并将新订单与我原来的订单合并，这样我的客户仍会收到一整箱。我按照他的指示，在销售代表还在打电话的时候下了新订单，他确认一切都已处理好。
想象一下，当我得知我的客户只收到了 11 瓶时，我有多尴尬！几分钟前我检查新订单的状态时，它仍然显示为待发货。
Total Wine 的客户服务每一步都失败了。他们荒谬的政策、无法解决问题以及未能兑现承诺，使原本应该简单的交易变成了一场彻底的惨败。我再也不会相信 Total Wine 会处理重要的订单了。
我立即打电话给客服，询问他们为什么不遵守我五天前下的订单。客服人员解释说，他们的政策是根据交货时的库存来填写订单——而不是下订单时的库存。他甚至承认我下订单时他们有全套库存，但没有留出 12 瓶。当我问为什么时，他重申，“这是公司政策。”
然后我问他们是否可以用来自另一个葡萄园的类似葡萄酒来填补丢失的瓶子。销售代表说可以，并指导我下达三瓶新订单，并解释说我需要这样做才能达到他们的最低订单量。他向我保证，他会亲自取消两瓶，将运费记入账户，并将新订单与我原来的订单合并，这样我的客户仍会收到一整箱。我按照他的指示，在销售代表还在打电话的时候下了新订单，他确认一切都已处理好。
想象一下，当我得知我的客户只收到了 11 瓶时，我有多尴尬！几分钟前我检查新订单的状态时，它仍然显示为待发货。
Total Wine 的客户服务每一步都失败了。他们荒谬的政策、无法解决问题以及未能兑现承诺，使原本应该简单的交易变成了一场彻底的惨败。我再也不会相信 Total Wine 会处理重要的订单了。
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