Retail Wine
Total Wine & MoreThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Total Wine & More's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 37 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/18/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was one of the ************* members invited to the limited bourbon release. Because of the bottles available listed in the email I decided to camp out overnight (12 hours). The morning of the event a gentleman came out and said the bottle list was not accurate. He stated that they had sold a few of the bottles listed in the email. His name was **** or *****. He said there were 4 of the bottle I came for instead of 6. Its fine because I was number 4 and I would have still gotten the bottle I came for. Once i was let into the store ****, the store manager, said there were in fact on 3 bottles, which meant I didnt get the bottle I came for. When I asked him what happened to the 4th that was mentioned to me 30 minutes earlier, he stated he had what he had and if we kept complaining he wouldnt do releases like this in the future. To me this wasnt a complaint, it was a broken promise by total wine and I was asking **** if there was anything he could do to make it right. The fact that I was told no and take it or leave it was the complete opposite of customer service. The fact that this came from the leader of your store is unacceptable. I called your 800 number to see if I could get some sort of resolve and the agent said a supervisor was not absolve. She said that she opened a ticket and a supervisor would reach back out to me within 24 hours. Its not been 36 hours and I still have not received my call back. I look forward to hearing from someone so that we can come to some sort of amicable solution. Thank you in advance.Business Response
Date: 06/11/2025
Spoke to customer on 6/11: Customer indicated he heard from the store per policy as requested following the incident and was promised a callback from the district manager, however the store did not follow-up. Added ****** points to the customer's Loyalty Account and a $250.00 gift card. Please close this case.
Attached are proof of gift card and points.
Initial Complaint
Date:05/17/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got a email stating that Total wine was doing a allocated drop of hard to get bourbon. The email stated that it was for grand reserve members. I'm a reserve member so couldn't get nothing but come to find out the email was false don't have to be a grand reserve member at all to get a allocated bourbon here in ********* ******** so the email is false advertising. Don't understand why they would send email saying thatBusiness Response
Date: 06/10/2025
We have reached out to the customer and was able to resolve their complaint. Please see attached.Customer Answer
Date: 06/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*** *******Initial Complaint
Date:05/08/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 11th, 2025. I used the app ***** EATS" to purchase alcohol for delivery totalling 94$. I cancelled the order because it was ordered to the wrong address within 10 minutes. Driver never picked up the order. Only bottled alcohol was ordered. Nothing ordered spoils and can be restocked and sold at full price to another customer.I was then charged a $59.17 cancellation fee for the items. Total Wine & More's reasoning was because they already started bagging the order. I then tried calling **** Eats and Total Wine & More to try picking up the items they charged me for. Both companies told me I cannot pick up the items after cancelling even though i was charged full price for them.Business Response
Date: 06/02/2025
Hello,
Thank you for reaching out, and I sincerely apologize for the inconvenience you experienced.
Since this order was placed through **** Eats, any cancellation fees are determined by their policies, and any refund requests would need to be processed directly through their platform.
That said, we truly value your business and want to make things right. While were unable to issue a refund for fees charged by **** Eats, we will be sending you a Total Wine & More eGift Card in the amount of $59.17 to your email within the next 24 hours.
If youd like assistance placing your next delivery order directly through Total Wine & More, our ************* Team is here to help at ************. Wed also be happy to apply your eGift Card to that order.
Again, were very sorry for the trouble and appreciate the opportunity to earn back your trust.
Warm regards,
***** *.
Sr. Manager, Total Wine & More *************Initial Complaint
Date:03/14/2025
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 8 bottles of wine from Total Wine on March 11. 2025 for a celebration on March 16, 2025. I only ordered from them because they advertised on line that shipping was one to two business days-ground shipping,Monday-Saturday. Yesterday, I spoke with ******* at Wine Insiders ***************) about the status of my order #********* for $119.69. She was not able to give me any information on shipping. She stated the warehouse didn't have any information about she. She did acknowledge the order was received. I also saw that my bank had paid them . I called Wine Insiders again today and spoke to *****. He could not give me a shipping date. They do not refund your money. This is Fraudulent advertising on shipping and also they have my money and I don't have the wine. Please intervene.Initial Complaint
Date:01/18/2025
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently placed an order with Total Wine, and my experience has been highly disappointing. The order, totaling $359.34, was never delivered to me. After noticing the issue, I promptly contacted their customer service department. The representative assured me that a refund would be processed.However, to my surprise, I later received an email stating that they refused to refund me. This is completely unacceptable. According to their policy, a signature and ID verification are required upon delivery. If this is the case, how could such an expensive order be given to someone who is not the rightful recipient?This level of negligence and poor communication is unacceptable for a company of this size. I trusted Total Wine with my purchase, and their failure to ensure proper delivery and then deny me a refund is deeply frustrating. I hope this matter can be resolved swiftly.Initial Complaint
Date:12/27/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently went into the store to buy wine and finished my transaction and left the store. While Im waiting for my friend to finish his transaction we realize that his ID is expired. He doesnt finish his transaction but I decide to come back to by the wine he wanted because we need it to for work. The refused to let me buy the bottle on the basis that I had already been denied a transaction. Upon leaving the second time, the women who stopped my friend then proceeded to stare me down as if trying to intimidate me. The manager claimed that due to **** Im not able to buy the bottle we needed. How was I supposed to know my friends ID had expired. It felt somewhat weird to deny me a service when I had no earthly idea of his ID situation.Business Response
Date: 12/31/2024
We apologize for your experience, while we take our ID policy very seriously; sometimes common sense should dictate different outcomes. The District Manager for your area will be in touch regarding your experience.Initial Complaint
Date:12/11/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my extreme disappointment with a recent experience at TOTAL WINE FROM ************* store. On November 27th, I purchased a wine collection worth $80 as a gift. Unfortunately, the recipient was not satisfied with the selection and requested a return.On December 10th, I returned the wine collection to the original Total Wine store. Despite the original purchase price of $80, I was only refunded $40. ***, the manager explained that the current selling price of the product is now $40, and therefore, they could only refund the current price.I find this refund policy to be highly unfair and unreasonable. As a customer, I paid the full price of $80 for the product. The fact that the store has subsequently reduced the price should not impact the refund amount I receive. Additionally, it is impractical and often considered impolite to gift a product with a receipt attached.I kindly request a full refund of the difference of $40 to rectify this situation. I believe this is a fair and just resolution considering the circumstances.Business Response
Date: 12/31/2024
We will be happy to issue a Gift Card for $40 to the email address providedCustomer Answer
Date: 12/31/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* Dos ******Initial Complaint
Date:12/10/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order and was charged for a gift card on 12/4/24. The order was never shipped and has been lost in processing but the company is refusing to refund me.Business Response
Date: 12/11/2024
Hello, your gift card order was shipped on 12/10/24 and scheduled to be delivered by 12/14/24. We will resend email with **** tracking info that was originally sent.Customer Answer
Date: 12/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Upon receiving the complaint the business created a replacement order and shipped it immediately.
Regards,
**** ******Initial Complaint
Date:09/21/2024
Type:Customer Service IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
One of their workers called me a trick a** b****, none of the workers seemed to care, and also told me they wouldnt sell me anything.Business Response
Date: 10/24/2024
We are very sorry to hear of your experience, which is not in keeping with our philosophy. We will reach out directly to discuss further.Initial Complaint
Date:09/13/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear BBB,I am writing to file a complaint against Total Wine & More regarding an order I placed with them, Order No: *********, on August 31, 2024, with the promise of delivery within 3 business days. Unfortunately, as of now, I have not received my order. According to the tracking information, the delivery was damaged and never completed.Despite multiple attempts to reach the company via email and phone, I have received no response. My emails have gone unanswered, and the calls are routed to a marketing answering machine service, which is unhelpful.I am requesting a full refund of $245.48 to be returned to my original payment method, as I have not received the products and cannot get in touch with the company for resolution.I appreciate your assistance in resolving this matter.Sincerely, **** ********Business Response
Date: 10/15/2024
We are very sorry to hear there was a problem with your ***** shipment. According to our records a replacement order has already been shipped and received. We will reach out to confirm there has not been any further issue with the second shipment.Business Response
Date: 10/24/2024
A Replacement order was shipped, delivered and signed on 10/10/24
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