We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Liquor Store

Luekens Liquors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Liquor Store.

Complaints

This profile includes complaints for Luekens Liquors's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Luekens Liquors has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/25/2024

      Type:Product Issues
      Status:
      Answered
      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 11/15/2024 I purchased a bottle of bourbon and 2 cigars at the ******* location. The cigars came from a climate controlled room. One of them was so old and or dried out that shortly after lighting it the wrapper started to completely unravel and was unsmokable. Since I was not at home at the time I tossed it out. On 11/22/2024 I returned to the store to make another liquor purchase. I took my receipt and talked to the manager, ******. I explained what happened and asked what she could do for me. She made a phone call to her general manager. She informed me that all tobacco sales are final and nothing could be done. I asked her if I could talk to her general manager and she told me to call their home store in *******. I did and talked to I think *****. He explained their policy and said nothing could be done. I was then told if I wanted to take my receipt to him, it's out of my way, he would send it to corporate to see if they wanted to do anything for me. They seem OK with losing a ***** dollar a week customer over an ***** cigar. It's not so much about the money but the principle of not doing anything over selling a defective product.

      Business Response

      Date: 11/25/2024

      Thank you for providing us with the opportunity to address the complaint submitted by Mr. **** ******* regarding his cigar purchase at our Oldsmar location.

      At Luekens Wine & Spirits, we are committed to delivering exceptional customer service and quality products. While our Refund Policy clearly states that all cigar sales are final (please see the attached policy for reference), we understand the importance of listening to our customers' concerns and making exceptions when appropriate. This policy exists because cigars are highly sensitive to storage and handling conditions once they leave our climate-controlled environment, which can impact their quality beyond any direct or indirect control by us as the retailer. Additionally, issues such as dryness are typically detectable before purchase through visual inspection, touch, firmness, and feel.

      We will be reaching out to Mr. ******* directly to discuss his concerns further and gather additional details, including his receipt number or time of purchase, to investigate this matter thoroughly. Despite our stated policy, we are happy to review the situation and offer a refund for the affected cigar as a gesture of goodwill and to ensure his satisfaction.

      We appreciate Mr. ******* bringing this matter to our attention and giving us the opportunity to address it. We value him as a customer and remain committed to ensuring a positive resolution.

      Thank you for your understanding and for facilitating this communication. Should you require any additional information or documentation, please do not hesitate to contact me directly.

      Customer Answer

      Date: 12/02/2024

       
      Complaint: 22598397

      I am rejecting this response because: I was contacted by Luekens and was asked for additional details. I immediately replied with the info they requested. They replied back and said someone from their company would be reaching out to me. I never heard back from anyone. Apparently this retail establishment doesn't believe in customer service. Warning to customers, stay away from their cigar room. Although my issue was with their cigar products I will be taking ****** to ****** per month liquor business elsewhere. 

      Sincerely,
      **** *******

      Business Response

      Date: 12/03/2024

      Thank you for allowing us to provide additional information regarding Mr. **** ******** complaint. We take all customer concerns seriously and have worked to investigate and resolve this issue. As previously mentioned, we did in fact reach out to the customer in an effort to resolve his complain on November 24th. Mr. ******* responded back with the details requested.

      Our initial delay in replying back to Mr. ******* with the proposed solution was due to the holiday week, and we sincerely apologize for this. We have since reached out to him directly and provided the refund offer as promised.

      To address the complaint further: The primary reason the return was not processed during the customers visit was that the alleged defective cigar was not brought back to the store at the time of the refund request. While our Refund Policy states that all cigar sales are final, our staff and managers generally make exceptions in situations like this if the product is present for inspection, which is a standard and reasonable policy utilized by almost all retailers regardless of their refund policies. Despite the absence of the product and our policy, we offered Mr. ******* a refund for the $11.00 cigar or a $25 gift card as a gesture of goodwill.

      We have reached out to him again to ensure the matter is resolved to his satisfaction. We regret that Mr. ******* feels dissatisfied with our communication and service. His concerns have been acknowledged, and we hope that our actions demonstrate our commitment to resolving this matter and maintaining a positive relationship with him regardless of the reasons why he was initially denied his request.

      We appreciate your understanding and remain available for any additional questions or clarification regarding this case.

      Customer Answer

      Date: 12/04/2024

       
      Complaint: 22598397

      I am rejecting this response because: WOW, they say they have reached out to me and the issue is resolved. DID NOT HAPPEN. Nothing has been resolved. No one has contacted me except for the additional information they requested and as they stated I replied. It's been crickets from Luekens. 

      Sincerely,

      **** *******

    • Initial Complaint

      Date:06/05/2024

      Type:Product Issues
      Status:
      Resolved
      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 an item which was described and photographed in a certain way but then arrived without one of the main components which was a reason for purchasing. Not able to get a response from seller regarding refund/shipping.

      Business Response

      Date: 06/06/2024

      Hello,

      Please reach out to us ****************************************** regarding the issue with the shipment for order 547034.

      *******************************
      10650 ********************* Dr
      Unit 143
      *********, NV 89141

      Doc ******** 7yr Bourbon 750ml x 1 Bottle

      Thank you,

      Luekens ***************************** ]
      . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 
      LUEKENS WINE & SPIRITS
      OFFICE + **************
      ****************************************** |  www.luekensliquors.com    

      Customer Answer

      Date: 06/14/2024

       
      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.

      Sincerely,

      *******************************

    Luekens Liquors is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.