Total Wine & More
🛒 Retail & Products · San Antonio
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Staff refused service due to paper identification and acted unprofessionally.
Business reply on Google
Andrew - Thank you for taking the time and effort to contact us. Please accept our sincere apology for your experience at our store. We apologize for any miscommunication regarding our ID Policy. Total Wine & More is the largest privately held alcohol retailer in the country, so we adhere to the letter of the law and enforce state laws more strictly than some other local retailers. In accordance with our ID Policy, for a customer who is 21 or 22 years of age, their ID requires manager approval prior to continuing the transaction. Our apologies if this was not communicated to you during the interaction. If you would like to share more details regarding your experience, please feel free to give our Customer Care Center a call at 855-328-943 or email them at [email protected], and all our agents would be more than happy to address your concerns.
Manager was rude and aggressive regarding ID requirements for non-alcoholic drinks.
Staff refused sale of non-alcoholic beverages due to missing companion ID
Business reply on Google
Luke - we apologize for the inconvenience, but we do have a group ID policy, and that we take our social responsibility pledge to the community very seriously. We don’t allow any person under 21 to enter our store unless accompanied by an adult of legal drinking age. All parties in a group are also required to present IDs. For anyone who appears under 30, our team will ask for IDs to ensure we are doing everything we can to prevent sales to minors. It’s nothing personal against our shoppers, we are just doing our part to uphold our responsibility to our community. If there is anything we can follow up with you on, please contact our customer care team at [email protected] or at (855) 328-9463.
Staff refused sale due to presence of an underage companion
Business reply on Google
We're sorry to hear that your recent experience shopping with us wasn't a better one. We'd like to gather more details so we can follow up with the store team and work with them on improving this issue. Please send more details to [email protected], or give our customer care team a call at (855) 328-9463. We'll collect the details and do what we can to follow up with the store team to improve the experience of shopping with us.
Store refused to accept legal currency for a purchase.
Business reply on Google
Robert - thank you for taking the time to contact us regarding your most recent experience at our store. We aim to have exceptional customer service and it sounds like we missed the mark on this one. We apologize for this poor experience and appreciate your feedback. If you would like to share more details, please give our Customer Care Center a call at 855-328-9463 and our agents would be more than happy to address your concerns. Thank you again and we hope you'll give us another chance to do better.
Customer was wrongly accused of purchasing alcohol for resale by staff.
long wait times and poor customer service
Business reply on Google
Frank - thank you for taking the time to contact us regarding your most recent experience at our store. We aim to have exceptional customer service and it sounds like we missed the mark on this one. We apologize for this poor experience and appreciate your feedback. If you would like to share more details, please give our Customer Care Center a call at 855-328-9463 and our agents would be more than happy to address your concerns. Thank you again and we hope you'll give us another chance to do better.
Staff member made incorrect assumptions about customers' language proficiency.
Business reply on Google
Eli - thank you for taking the time to contact us regarding your most recent experience at our store. We aim to have exceptional customer service and it sounds like we missed the mark on this one. We apologize for this poor experience and appreciate your feedback. If you would like to share more details, please give our Customer Care Center a call at 855-328-9463 and our agents would be more than happy to address your concerns. Thank you again and we hope you'll give us another chance to do better.
Manager refused to honor the advertised price for wine glasses
Business reply on Google
Roxy - we're very sorry to hear about your experience. We'll look into this with the team and make sure it does not happen again. Thanks for reaching out and bringing this to our attention.
Manager refused to honor advertised price and removed price tags
Business reply on Google
John - thank you for sharing your recent experience with us, and we're sorry to hear that it wasn't a great one. We'll be passing this review off to the store team so they can learn from it and coach the team on how to provide better service on issues like this one. If there is anything else we can follow up with you on pertaining to this recent experience, please reach out to our customer care team at [email protected] or give them a call directly at (855) 328-9463. Thank you again for taking the time to reach out to us and let us know about this experience. We'll aim to do better in the future!
Staff refused valid identification resulting in customer being asked to leave.
Business reply on Google
Manuel - thank you for taking the time and effort to contact to us. Please accept our sincere apology for your experience at our store. We apologize for any miscommunication regarding our ID Policy. Total Wine & More is the largest privately held alcohol retailer in the country, so we adhere to the letter of the law and enforce state laws more strictly than some other local retailers. Part of what that really means is we only accept certain forms of ID and are very strict about what we accept. Our goal is not to cause an inconvenience to a customer, but only to ensure we're doing everything we can to uphold our commitment to properly serve our San Antonio community. If you would like to share more details regarding your experience, please feel free to give our Customer Care Center a call at 855-328-9463, or email them at [email protected], and all our agents would be more than happy to address your concerns.
purchased damaged and swollen beverage cans
Business reply on Google
Colton - thank you for taking the time to review our wine and beer store about your latest experience. We're sorry to hear that the Shinner cans were misshapen and swollen, That's not the experience we aim to offer with our products and for that, we apologize. Our goal is that all our customers are satisfied with their orders. Should you need to return an item for any reason, please contact our Customer Service department at (855) 328-9463 for next steps.
Customer objects to the business's marketing and advertising imagery.
Employees are rude and unhelpful to customers
Business reply on Google
Jeremy - thank you for sharing your recent experience with us, and we're sorry to hear that it wasn't a great one. We'll be passing this review off to the store team so they can learn from it and coach the team on how to provide better service on issues like this one. If there is anything else we can follow up with you on pertaining to this recent experience, please reach out to our customer care team at [email protected] or give them a call directly at (855) 328-9463. Thank you again for taking the time to reach out to us and let us know about this experience. We'll aim to do better in the future!
Employee made inappropriate physical contact and caused excessive wait times.
Business reply on Google
Megan - we're sorry to hear that your recent experience shopping with us wasn't a better one. We'd like to gather more details so we can follow up with the store team and work with them on improving this issue. If you would be so kind, please send more/full details to [email protected], or give our customer care team a call at (855) 328-9463. We'll collect the details around your experience, and do what we can to follow up with the store team to improve the experience for you and everyone else going forward. Thank you for taking the time to let us know about your experience.
Customer denied entry for not wearing a face mask
Customer was falsely accused of shoplifting by store staff.
poor signage regarding age policy and unprofessional staff interaction
Store representative provided incorrect inventory information over the phone.
Staff followed the customer around the store suspiciously