Wine Enthusiast Reviews 311

Dino Sapienza the wine cellar consultant is AWESOME! I looked for him to assist me on my second purchase because his customer service is outstanding! He is personable and simplified the process of purchasing and getting my wine fridge. He assisted me with a large wine fridge several years ago and now a smaller one. His service on the first purchase had a lot to do with why I re-purchased another fridge through wine enthusiasts (In addition to the wine fridge being very nice and beautiful).

I get it, errors can happen, but five in a row is just unacceptable.
For reasons yet to be explained, four separate orders, all with a different shipping address (Xmas presents) were all sent to the wrong address.
Luckily I caught the error when I received my tracking numbers.
Long and short of it, the packages were rerouted and eventually got to the proper recipients. Sadly, one of the items was not what I had ordered and a replacement had to be sent.
I've been a loyal customer for years, they really have unique items, but i fear using their services again
anytime soon.

I received a gift that a friend purchased from Wine Enthusiast for me. Upon opening it I discovered it had a defect. Rather than risk embarrassing the friend who gave it to me by notifying and returning it to them, I contacted Wine Enthusiast’s customer service directly and explained the situation. The customer service agent patiently reviewed all the contact information I provided her for the friend who purchased the gift, found the invoice, and within 72 hours I received a replacement for the defective item in perfect condition. I was thrilled with the exceptional customer service I experienced!

The Agent was very thorough which resulted in a resolution that was agreeable to all concerned. Sometimes a Customer Service Agent with other companies just looks at one screen and that becomes 'gospel'. This particular Agent checked several different options until she came up with something that satisfied me and the requirements of the company. Great job!!

First wine fridge was unstable and dangerous so I returned. Decided to get the Eurocave Revelation. It’s beautiful but our first one had humidity issues and the technician could not fix so they sent a new one. Had to be home all day for yet another delivery and spent another 2 hours unpacking. Now this one has a shelf that isn’t working properly and doesn’t glide well or soft close - so they sent a technician out along with a new shelf and he couldn’t fix it. Now I am still waiting for a resolution.

My cooler was damaged with the delivery. When I called I was told they would send another. Hassle free. :)

This is not somewhere you want to order from. I ordered on 12/15 and still haven’t gotten the product today. It says it’s out for delivery so I’m hoping for the best. The problem though, was that when reaching out they negated all responsibility and put it onto the carrier. I expressed the carrier wasn’t helping me and closed the case I opened before they even found the package. Then the team responded yesterday saying they’d be helping with my order and never responded once I responded. To make it HORRIBLE, they offered me a $25 gift certificate to use - said it would be in my email within 24 business hours - never came. I chatted again. They gave my the code and I applied it at checkout only to find out it’s not even valid. Do not shop! They just waste your time and do not help. They are not an example of exceptional customer service. Anna and Alvin are 2 names I spoke to - they don’t care.

If you buy a new unit from Wine Enthusiast here is no repair service network unless your under their original warranty from time of sale. You can buy an extended warranty for 5 years and you will receive service thru them for that period of time, but after that you are on your own. Here is what happened to me. I was given this unit as a gift it was a Wine Enthusiast refrigerator a few years back and it needed repair. Wine Enthusiast Tech support thru texting provided various companies to call for repair, we called all of them and they all said we are not going to do the repair. Wine Enthusiast answer was we will provide the parts at no charge to you but we have no answer for repair service. After many hours of calling repair services ourselves where they have little to no interest in doing the work without mentioning that if they did come it would be $500 and without a repair manual they may not be able to do anything for us. We have decided to order a new unit from a appliance retailer that will repair the unit no matter how long we own it.

We had an issue with our Eurocave wine cooler and the team at Wine Enthusiast got us the part we needed and directions to fix. Great service!

Trying to return a small purchase. Never had a response to my E-mail or phone call back message. Finally called sales and he got someone to help me

My five stars are exclusively for the two young men who delivered the cooler this morning. Polite, careful, thorough. The best!!! They saved the overall experience, which up to their arrival was less than stellar.

Almost impossible to reach customer service. After a very long wait I left a voice message and my call was never returned.

Horrible company, sorry i ordered from them. They charge $299 for 5 day white glove delivery service, ordered a cabinet & wine cooler december 2 and still no delivery on december 18. Tried to chat, email and call customer service and only get the run around. Will try and cancel order because this is a horrible company and the shippers they use are useless.

Great product and the customization is a nice bonus.

Outstanding customer service

I was concerned about the order coming to me rather than going directly to the correct recipient. It took two minutes to correct the address and it was done kindly and with a good tone.

Ty!!

this co. a substandard service..
I purchased a new 200 btl cooler
came missing shelves, missing Lava rocks "for humidity"
and damaged bottom door "which I can fix"
10 days 5 calls few messages and no return calls .
they are very busy i was told..
if I was the owner of this garbage co. I would fire myself..need Trump to clean this half ass co.
shame on me not reading the reviews first..

Dec,2024-Jan 2025
A day after posting my review here about my terrible experience with both the wine cooler and customer service (see previous review below), I was contacted by Sal, in customer service . He was excellent. He offered options to remedy the situation, acknowledging and apologizing for the abysmal service I'd received up until then.

He helped me think about which wine cooler would work best for my needs. He was knowlegeable, generous, patient and kind. He found answers to questions I had, if he didn't know immediately. He was prompt getting back in touch. I give him personally 5 stars.

The unit I chose is working well. It may have a problem with humidity in the summer, though the room is the same temp year around. Presently, the humidity is slightly above optimal, but still well within a decent range. The temp fluctuates a bit, so I need to keep an eye on that. But it's working much better than the defective unit I'd previously received.

I struggle with giving Wine Enthusiast three or four stars My previous experience was awful. And when Sal was unexpectedly out through no fault of his own, the same thing happened. NO ONE answered my texts, email, and phone call, when after a month of silence, I began to wonder what was going on.

12/01/2024

I bought a two zone wine cooler in July. It immediately had problems with high humidity, which can damage not just the wine, but the unit itself. I called and wrote several times. I was told it's summer, it's normal for it to be high in the summer. Put in silica gel.The humidity in the room was less than 50%.

Now the top zone is too high- the bottles have been dripping wet. They finally sent out a tech who found the door wasn't closing properly. A problem with the door.

After the week the tech said to wait for this to equilibrate, the top zone is either too high, and the bottom is adequate, or vice versa. Presently the top zone is too humid and the bottom zone is too dry.

I have been writing, calling, texting and getting only automated "how did we do" feedback requests, when they haven't even answered or addressed my difficulties.

TERRIBLE PRODUCT. TERRIBLE CUSTOMER SERVICE.

I can't tell you strongly enough how much I regret buying this cooler from this company.

Our sales agent Adam, gave us great advice during our selection. This is our third Wine Enthusiast purchase. They do a great job.

Wow. Where to begin. First it took forever to get them to send the brackets for my Artevino wine fridge, keep in mind it's a $4K unit. Then instead of sending 7 pairs of right and left brackets, they sent 10 right hand and 4 left hand...obviously that's NOT going to work. Then it took another month to get them to send me replacements for the wrong ones, but found out two weeks after that they didn't have but 2 in the their warehouse in NY and had to WAIT for them to shop from France. Well I can get a delivery of wine from France in a week or two, but they needed three months. Seriously. I'm not kidding. On top of that each set of two 1.5" wooden dowels were $10. Seriously. I bought a bag of 100 on Amazon for $7 instead. Never again. There are PLENTY of excellent wine fridges on the market. Never again. Side note...I NEVER got the right brackets. Sold the fridge.