Complaints

This profile includes complaints for Total Wine & More's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Total Wine & More has 50 locations, listed below.

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  Total Wine & More

  6600 Rockledge Dr Bethesda, MD 20817-1806

• 

  Total Wine & More

  6105 Capital Blvd Triangle Plaza Raleigh, NC 27616-2943

• 

  Total Wine & More

  4421 Six Forks Rd Raleigh, NC 27609-5761

• 

  Retail Services & Systems, Inc.

  11960 Mills Dr Miami, FL 33183-4831

• 

  Retail Services & Systems, Inc.

  2550 NW Federal Hwy Stuart, FL 34994-9316

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.

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 from Total wine delivery 12/28/22 for my wedding on 12/31/22. I noticed that they took double the amount of money from me and when calling customer service, they stated it was because they needed to authorize my account to make sure I had money, I paid for this order with my debit card in the amount of $593, the charged me over $1100. I asked for a supervisor and they kept telling me no one is available and they will call me back. Still waiting on that phone call.The day of my wedding around 4, delivery was to be made at 3, I called my coordinator to check to see if the delivery was made because I didn't receive any confirmation. She confirmed nothing came in. This is the same time I just arrived at the venue to conduct our wedding party photos. My now husband and I couldn't participate because we were on the phone going back and forth between Total Wine Customer Service and being transferred to the store we ordered from. Between the 1.5 hours of trying to deal with this issue, I was hung up on multiple times, I was yelled at, and I was told I shouldn't even have a wedding and should have gone to a courthouse as they would do. No one wanted to give me their names. After the fact, I just wanted this done because now I am an emotional wreck. I spent an extra $1k to have my photos earlier and couldn't even take 1 picture with them. I asked them if they could just pack it up and I will send our bartender over there to pay AGAIN total of $583, and they told me no they can just go get it themselves. We didn't have the liquor we intended to have, we didn't have water, no champagne for a NYE wedding. I called Total wine customer service and was told that someone will call me when they could. I got a hold of the actual store supervisor named ******* on 1/4 and its going on day 2 that I have not heard anything back from him. No one cares about your wedding as much as you do, and they ruined moments I can never get back again.

  Business Response

  Date: 02/15/2023

  We are very sorry to hear of the stress this caused.  Customer did contcat us on 1/5 and we followed up on 1/11 to confirm that all authorizations had been dropped.  

  Customer Answer

  Date: 02/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I did not receive all monies rendered and I feel like this issue was taken very lightly by Total wine. Yes, weddings happen every day and there are always hiccups but what happened that entire week could have been avoided if I was contacted before hand. So much money and memories lost on behalf of the Total Wine on ****************************** Tampa, FL horrible customer service. I don't want a $10 gift card that was offered, I want all money that was spent at that store on 12/31/22
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:11/27/2022

  Type:Customer Service Issues
  Status:

  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 keep charged from this store which I've never bought anything from nor did I no about this place till I was charged twice yesterday and once today 3 total charges and my debt card said to make a police report which I did and called company and they are not helping me yet taking my money from a person using my money and identity

• Initial Complaint

  Date:10/16/2022

  Type:Service or Repair Issues
  Status:

  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 made an online order on totalwine.com on Oct 7. The site listed the items in stock, ready for delivery in 3 business days. It is now Oct 16 and my order has not been shipped.

  Business Response

  Date: 10/24/2022

  We apologize for the delay in shipping for this order, our records indicate that it was delivery on 10/20.  We have refunded the cost of shipping back to the original method of payment and are working to address the delay with our store.

  Customer Answer

  Date: 10/27/2022

  [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 confirm I received the order late shortly after the complaint was opened. 
  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:09/25/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 9/12/22 I went to your ********************, Alexandria, VA *********** location. I purchased 5 bottles of your **** Cabernet Sauvignon ***************** and one bottle of your **** Cabernet. While the **** wine tasted fine. The ***************** didn't taste good at all. It had a weird taste as if maybe the wine sat in the heat to long or something caused damage to the wine. I thought it was just one bottle but I opened 4 of the bottles and tasted them and all of them had that weird intolerable taste.

  Business Response

  Date: 09/28/2022

  We are very sorry to hear there was an issue with your wine, in most instances the items can be returned to the store with your receipt for refund or exchange.  We will issue a gift card for the 4 items referenced that can be applied to a future purchase. 

  Customer Answer

  Date: 10/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  On 9/12/22 I went to your **** ******** ***, Alexandria, VA 22305 location. I purchased 5 bottles of your **** Cabernet Sauvignon **** ****** and one bottle of your **** Cabernet. While the **** wine tasted fine. The **** ****** didn't taste good at all. It had a weird taste as if maybe the wine sat in the heat to long or something caused damage to the wine. I thought it was just one bottle but I opened 4 of the bottles and tasted them and all of them had that weird intolerable taste. I reached out to the business and on 9/29/22 someone from Total wines reached out and told me I would be receiving a refund or some type of gift card. I still haven't received it or any type of follow-up from the company.
  
  Finish the Job

  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  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 went to the store on Tuesday 09/13/2022. After my anniversary dinner picked up some wine. Went home took a nice shower and went to open my wine and have a cup to relax. Notice the wine was almost a year expired. My husband and I had get dress and drive all the way back to the store. Once at the store and just looking for a replacement that was not expired notice all the Chardonnay boxes expired not only the brand I bought ALL boxes expired!!! Finally found one that was not and cost more than the one I originally bought. My discount for my inconvenience 75 cents!! So disappointed and never will shop here again. Oh yeah and friends and family will know about my experience!!

  Business Response

  Date: 09/23/2022

  We apologize for the experience and the issue with the product, we will reach out directly to the customer to obtain additional informational and resolve the issue.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  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.

  **** ****** 29 single malt. My wife bought me this scotch for my birthday. We talked to a representative from Total Wine after asking for a good classic single malt that was well aged. We were told that this was one of the oldest distilleries that consistently puts out great ages single malts. The truth: its a Total Wine ONLY label I only found this out by researching why this scotch that cost OVER TWO HUNDRED DOLLARS tasted Finish the Job and harsh. Don't believe anything they advise on selling. They commit fraud just to shift their own labels.

  Business Response

  Date: 09/12/2022

  We are sorry to hear that the *************** 29 yr Single Malt was not to your taste.  While it is true that this is a ******* ****** item it is also high rated by outside reviewers, receiving at 96 rating from **** ********** and a Silver Medal at the *** ********* ******* Festival.  We are happy to send a gift card for the cost of the product so that you can find something else that more to your liking. 

• Initial Complaint

  Date:08/19/2022

  Type:Delivery Issues
  Status:

  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.

  If you place an order for delivery on Total Wine, for an unbeknownst reason, sometimes the order will cancel. However, Total Wine does not automatically issue a refund, it simply keeps the funds. For example, this happened to me on April 2, 2022 (Order # *********) and August 3, 2022 (Order # *********). If a consumer does not check their bank statement, then they will simply be charged for an order he or she did not receive. This is unscrupulous practice on Total Wine's part and wished to inform you. Apparently, Total Wine is now issuing refunds for these, but I have not received them.

  Business Response

  Date: 08/30/2022

  We are very sorry top learn of your experience, full refunds for both orders were processed on 8/23.  Unfortunately in both these cases the delivery orders were picked up by **** **** but never delivered to the customer or returned to the store.  Because these orders were not returned we had no reason to believe they were not delivered.  Once the customer notified us we researched and processed the refund and banned the driver from making future deliveries for Total Wine.  **** **** is our partner and we take responsibility for the failed process but it was never our intention to with hold a refund fro undelivered product.    

  Customer Answer

  Date: 09/02/2022

  [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:08/05/2022

  Type:Delivery Issues
  Status:

  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.

  Ordered delivery through the Total Wine app, got a phone call from the store saying they didn’t have two of my items in stock, bummer, so i told them to just cancel and refund the items, she told me she would. It is now two weeks later and i haven’t received any refund, customer service phone number doesn’t connect me to anyone, no one returns my calls. My money has been stolen. Got a broken bottle of alcohol that leaked in the box and made a huge mess. I regret ever purchasing from them, i will never do business here again. My order number is ********* The broken item is called “****** ******** Cream Liqueur” The items that they did not have that were supposed to be refunded were “******* ***** ***** **** 25ml Gift” and “**** Chocolate Vodka 750ml”

  Business Response

  Date: 08/15/2022

  We are very sorry to hear you had these issues with your order, according to our system a refund was processed on 8/5/22 by one of our customer care agents for the 3 items in question totaling $31.57.  If you are still not seeing the refund to your account we can provide a trace id number that will enable your financial institution to verify the transfer.   

• Initial Complaint

  Date:07/27/2022

  Type:Delivery Issues
  Status:

  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 the morning of Saturday July 9, I opened up my email *************************** to find three notifications from Total Wine:1 - Thank you for your order (*********) - an order I did not make - indicating a pickup window of 11:00-1:00 at a store in Columbia SC. I do not live in SC nor do I have any connection to the state whatsoever. This was 58 items totaling $1,343.94. A large order that, in my opinion, should be a red flag. Bottom of email indicates the order was under my name ***************************** and charged to my husband's **** card (***************************)2 - 44 minutes later - "Your order is ready for pickup" standard email following up from the order - This is a quick turnaround considering the large order. I am a frequent customer of my local Total Wine store in Phoenix and Scottsdale. Most orders I make (smaller than this one) take several hours, sometimes the next day. 3 - 35 minutes later - "Your order has been picked up" standard email following a pick up order - Again, a very quick turnaround. I am on Mountain time, so I didn't see these emails until it was too late. I immediately called the local Columbia SC store and spoke to manager. She sounded alarmed, said she would check the tape and call me right back. I never got a call back. I wrote emails to customer service, media relations and posted on **** and *********. Still no response. We reported to ****, and they are investigating - but they shouldn't have to if there is a tape of the interaction. Also - my name is not common and if IDs were checked by the employee, then it would be obvious that it was fraud. All of this leads me to believe the crime was committed by a person or people who work there. We would really like our money back, it is absolutely wild that no one at the store even called us back about this. I have also called the customer service number on 3 occasions, sitting on hold for an hour each time but never connected with anyone. The 3 email screenshots are attached

  Business Response

  Date: 08/02/2022

  We apologize for the inconvenience caused by this order issue.  This order concern was reported to us by the store on 7/9/22 and is being investigated by our Loss Prevention Team, it is our understanding that the charge has been disputed with the customers card company, the customer had their money returned and we would resolve with the card company on the back end.  We will follow up with the customer to address any additional concerns 

  Customer Answer

  Date: 08/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  ---------- Forwarded message ---------
  From: ****** ******** <***************@*****.***>
  Date: Sun, Aug 14, 2022 at 12:26 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>, <[email protected]>
  
  Hello. I was only able to see this business response today. I never got notifications.
  The business thinks we were refunded already from the credit card company but this is not true. We have not been refunded. They are absolutely impossible to reach via phone or email. Please help. The issue is not resolved.
  
  Regards,
  
  
  
  ****** ********
  

  Business Response

  Date: 08/15/2022

  It is our understanding that the customer has disputed this charge with their credit card company, in such a case the credit card company will refund the customer and work with our Loss Prevention team to resolve any issues that lead to this disputed purchase.  We are unable to refund orders that are in dispute with the credit card company and have a charge-back filed against them.

• Initial Complaint

  Date:07/23/2022

  Type:Order Issues
  Status:

  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.

  Over the course of the past couple years 2020 to present (2022) I have contacted Total WIne and More via phone and US Postal mail regarding their mailings. On all of multiple contacts per their instructions on the physical mailings and website I informed them that I am a recovering alcoholic and want all communications to stop immediately, including their physical advertisements in my postal box. I was repeatedly told it would take 6-8 weeks for mailings to stop permanently, but the harassing mailings have continued. Stop means STOP. I feel very disrespected and insulted by the company when they fail to honor a person's basic rights. The current flyers I receive are addressed: ***** ****** or Current Resident, ***** ********* ***, Lakeville, MN **********. This person does not live at the given address. I own the home at the listed address.

  Business Response

  Date: 08/02/2022

  We apologize that you continue to receive mailings after requesting to be removed, your request has been resubmitted and we will follow up to ensure it is processed.  The 6-8 week window to take effect is overstated, it is possible that one more mailing may be received if a campaign is already in progress but you will be immediately removed from inclusion in any new mail campaigns.