Wine Enthusiast Reviews 311

My first wine cooler from them was Vinotemp and lasted less than 7 years. I purchased another one (WineEnthusiast Somm series) and it malfunctioned in less than 1 year. It leaked water all over my hardwood floor. Their technician tried to tell me that was normal for all wine coolers! If that were true, nobody would ever buy one. They sent a service technician to check the unit and he said he needed to order a replacement compressor. After 3 weeks I called the service company and they told me the order was canceled by Wine Enthusiast. Turns out they do not repair these units as they are sealed. They never notified me. I called them back and they agreed to replace the unit, but I had to pay shipping! They will not do anything about the flooring I need to have sanded and refinished. If you look at the BBB, you will find many complaints, and they never respond to them. I would never recommend or purchase from them again. They are family owned and run by the two daughters of the founder, one for the magazine and one for the business. But they do not operate like a family owned business. My family has owned business my entire life (70 year), but we never treated our customers this poorly. Take your business elsewhere and save yourself the hassle.

Joseph Marchetti
Unhappy WineEnthusiast wine cooler owner.

I sympathize with my fellow Wine Enthusiast, “wine cooler” owners, and their frustration with customer service and support at the company. I experienced similar delays but am here to report a refreshing and welcome change. My technical support person, a Product Support Specialist, was fantastic. His attention to detail, follow-up, and communication with me was a perfect 10. I couldn’t have asked for a better experience. He also advised that the company hired four additional technical support personnel to improve the customer experience.
I hope my experience was not an anomaly but rather a return to the level of customer support we all expect.”

My wine cooler experienced electrical damage due to a power surge. I contacted Wine Enthusiast Tech Support for assistance and was connected with Shaun Beam. Shaun has been amazing in his support and work towards resolving my concerns. He has been proactive, professional and easy to work with in resolving my problem. I highly recommend when seeking support you request Shaun as your technical support representative, he will absolutely take care of you.

Wine Enthusiast has evolved into a fraudulent company. It didn’t used to be that way. Ordered a 6 piece wine cabinet systems spending $6,000+. Paid extra for “white glove service”. The “white glove service guy got here and immediately and aggressively took 7 or 8 minutes telling me what he wouldn’t do. Basically no “white glove service”. 2 very inexperienced youngsters mishandled the filthy furniture, took away the shipping debris and left. Wouldn’t stack the furniture, wouldn’t place drawers, no cleanup of the filthy furniture. Nothing. They actually expected a tip!
The furniture itself is flimsy, cheaply made and nothing like the representation in their catalog. I have attempted to make contact with Wine Enthusiast to no avail.
In my previous experience with WE, white glove service was white glove service. The products I’ve purchased were as represented. That Wine Enthusiast no longer exists. I want my money back for the crappy furniture and an apology for the rudeness and incompetence of delivery crew. I doubt neither are going to happen.

I purchased my second wine enthusiast wine refrigerator and they DO NOT STAND BY THEIR PRODUCT. My new fridge is extremely loud I hear it in the room next door and they’ve told me “that’s normal”. Nothing about it is normal. To return the product they expect me to pay for return shipping AND a 20% restocking fee. They even acknowledged that their new fridges are LOUDER THAN THEIR MODELS FROM 10 YEARS AGO!!! I will never buy another product from them again.

After multiple emails with customer service they finally agreed that the equipment did not meet standards. It was a painful process over several weeks that was not customer focused but instead aimed to deflect complaints. I will not purchase from them again.

The barrel table that was delivered to me looks like bad quality copy of the item I ordered. It doesn't look anything like the picture on their website. It's false advertising. And they want me to pay $550 to send it back. It's ridiculous.
DO NOT ORDER FROM THIS COMPANY

My 4 fusion Pinot wine glasses broke. They are very delicate! The replacements are free - ha, ha! They charge $29.99 for postage for 3 AND they charge tax in addition to postage!! Who does that? AND you have no choice.

I have had a critical part for our wine cooler on order since April. I have received several emails indicating it's been delayed. Now my account says "Processing-Delivery in late June." Of course, it's late July, and I cannot get anyone to pick up at WE. After sitting on the phone for 20 minutes 4 times, I selected for the callback option twice, and no one ever called. Customer service used to be so good with this company. I see in the reviews that this is the norm now. It's unfortunate because they were a good company. I've "texted" now because their chat function has been offline all week. Fingers crossed. :(

This is the worst customer service I have experienced with any product. I purchased two refrigerators (wine and beverage). Neither worked ever. Zones don't chill to set temperatures, fridges run all the time. They are junk! Try to get any service, its hopeless.

We received the Mesa Black wine cabinet; however, it was missing a shelf insert. I suppose that most people order fridge options. We needed it for storage and organization. We have a separate fridge for wine storage. Our cabinet arrived but was missing a shelf to the third of the cabinet. The delivery company was wonderful. They took pictures and assured me that they would file a ticket on my behalf so that Wine Enthusiast could address the discrepancy. They even followed up with a phone call to me. I went ahead and contacted Wine Enthusiast as a safeguard. I received a communication and responded with pictures demonstrating that our shelf had not been delivered. I got an emailed copy of a FedEx delivery sheet and assumed that the shelf was being sent. It had not. The copy of the delivery was for the cabinet and had no relevance to the missing shelf. Since I had responded and had talked with Wine Enthusiast concerning the issue, I assumed that my shelf was on its way.

Needless to say I get a lot of emails from Wine Enthusiast and I missed the second email asking if my issue was resolved. As I am going through my emails, I see a third email stating that Wine Enthusiast service team is assuming that my issue is resolved since I have not responded and the ticket is closed.

Do not make that mistake. If you are missing a shelf or component, it will be your responsibility to follow up again and again. Contacting them directly, having the delivery company contact them, and responding to their email with images is not enough. Therefore, I will call everyday to check on the status of the shelf. This just reinforces my preference to use companies that have exceptional service, like Arhaus; when they mess up, they resolve it without reiterating the issue though emails, online chats, or phone calls, again and again. But if that is what is necessary for Wine Enthusiast then I will comply. This is more effort than I expected for a simple shelf.

I really like the cabinet and it fits our space well. The cabinet needed a couple of touch ups on the black paint. The sliding doors is far more conducive to our space than opening doors. As it stands now, we have a third of the cabinet that is basically a storage bin and you don't want to slide the door otherwise you have a large empty useless space. The cabinet has the potential to be great if you receive all the necessary parts but the follow up to rectify a situation is inconvenient to say the least.

I ordered a vintage wine opener (monogrammed as a gift) in January 2023. IT was scheduled for delivery early March 2023. The company has still not shipped it but continues to sell these to new customers in May! I did receive my 4th email telling me that my order would now be shipped mid June 2023. So frustrated. BE AWARE that your order will likely be delayed

Furniture delivered today (5/24/23) has two scratches. One of them is a long, thin scratch (27”) on the top surface. The other is around 6-7 “ and shallower The scratches looks like it may have been caused by a utility knife.

Unit is defective!

The vault doors are mis-aligned and it is very difficult to close them and they rub on the bottom of the cabinet. I should've thoroughly checked out the item before accepting.

This is something that would be obvious to anyone who did any sort of quality check on this product. It should not have gone out the door this way.

I am a Wine Enthusiast fan. And, I would love to have given 5 stars. BUT. I paid for “white glove” service. That apparently means take it out of the box and drop it off. It did not include putting on the handle, or the kick plate, or cleaning off the stainless. The hardware didn’t fit and I had to go to Home Depo to make it fit together. Not fun!

I like my cabinet but one of the slats is scratched. Have a pic if you want to see it

Unfortunately I was still not able to get my wine fridge delivered after 10 days as it seems very difficult through the logistical company to stand by their initial day of delivery (they could not make) and find a suitable time for rescheduling it when the customer is at home.

3 attempts and no one at your company can provide a solution to service the expensive wine cellars you sell. Providing a local "Heat and Air" company and a locksmith to service a wine fridge is a laughable fail. Your customer service is inadequate as are your solutions to date.

Don't order from this company unless you really don't care when or if the wine ever gets delivered. For 3 days this company kept telling me my wine would be delivered the next day. However, the carrier kept telling me the package was lost. Then I kept getting emails from the company telling my the issue was resolved. Seriously, read the negative reviews about this company and avoid disappointment. I wish I had!!!

Beware buying from wine enthusiast unless you absolutely know an item will work for you. Their return policy is HORRIBLE. There is a 20% restocking fee and then you have to pay return shipping yourself. That amounts to ~$175 dollars for shipping alone. The cost to return the item is greater than half the cost of the item itself.

This is my second attempt at this review, apparently the first wasn’t appreciated and Wine Enthusiast wouldn’t post it on the product page. We purchased the non-WiFi version of the VinoView 155 in early February, as the WiFi version wasn’t offered at that point. It was delivered in the beginning of March. Overall, it’s a nice cellar. The positioning of the bottles was a major selling point for us, as it not only looks nice with the side view, but it also allows for pretty easy storage of non-standard size bottles. We only lost a couple of storage spaces due to a few of our large bottles. And the reusable shelf labels included are nice for identifying contents easily. The temperature seems to be pretty much spot on, and the unit cools quickly, and fairly quietly. The locking mechanism isn’t very useful as it barely secures the bottom of the door only – but this wasn’t really a selling point for us anyway. The edge to edge glass and black profile provides a nice look. The shelves move a bit stiff, but allow access to all the bottles fairly easy as long as the door is open all the way.
We ran into issues with the delivery however. The first delivery was cancelled at the end of the delivery window for that day, and then rescheduled. The unit had no feet on it when it showed up, and the delivery team didn’t realize it until they started to slide the unit over our floors. We stopped them when we saw the damage to our wood floors, as without feet it was rough metal gouging the floors. The delivery team called Wine Enthusiast to get feet ordered and started a claim through their process to repair the damage caused. Their claim process has been anything less than easy or clear to navigate, and frankly has been a bit suspect, as apparently the delivery driver has a side business doing home repairs. As for the feet, even after direct contact with Wine Enthusiast customer service, we still have not received replacement feet over a month later. And customer service would barely engage on the delivery issues. So we found some on our own, so that we could install them and actually get to use the unit. They are basic screw in feet, so easy enough to order. However (and maybe the reason it didn’t have feet when it got to us), the brackets that the feet screw into were very crooked and bent, so the feet do not go in straight which made it very difficult to level the unit, but we got there eventually.
Unfortunately the difficulty with the delivery and claims process, and the issues with the feet and limited ability to contact customer service have made what should have been a positive purchase a regrettable one. I’d go another direction the next time I need to make a purchase like this.