Wine Enthusiast Reviews 311

The associate answered my questions and even followed up by phone later in the evening to see what I might need. Rare to have this level of customer service.

The wine cooler that I purchased was professional grade and looks and performed exceptionally well. When a defect was detected the customer rep went above and beyond and provided the kind of customer experience we hope will enjoy from a high end retail company.

Customer Service Rep, Diana C., was exemplary in her courteousness, knowledge, and follow through on promises. In a world where getting people off the phone means “problem solved” (for the company) Diana took the time to not just listen the issue I had with our 166 Bottle Single Zone refrigerator but to understand everything that could be causing it. She saw to it that I had the parts needed to fix it and although the service providers WE recommended in my area were subpar or out of business, she provided more names and let me know the type of repair tech that was needed. The day will come when our 9 year old wine fridge will need to be replaced but thanks to Diana, that day remains in the future!

Originally, I gave them a low review but they honored their warranty issues and my return of one (1) part. Great job!

Good customer service

Best Customer Service Ever!!! My wine cooler quit working and I contacted Ryan Marsh in technical support. Together on the phone he easily knew the problem and said he would send me the part (no charge) and instructions to replace it. My wine cooler works again and your Customer Service Rocks. My hats off for the team including shipping folks for Unheard of Customer Service! Brovo 👍

I received a damaged wine cooler last week. My first experience with Wine Enthusiast. The issue was the hinge on the bottom of the cabinet door was bent. The hinge was stainless steel and very difficult to bend and straighten without damaging the unit. Because of this issue, the door would not seed or close properly. I contacted Wine Enthusiast, sent pictures, explanation, etc.... 2 days later they contacted me and offered a replacement unit.

The unit is already on its way. This is what I call "great customer service"!!! I dealt with Rose who is very responsive and helpful. I look forward to being a long time customer.

5-star Customer Service!
Had a missing part from an item that I received as a gift. Sofie took great care of my issue and had a replacement part ordered while we were on the phone together. 100% Satisfaction!

We decided the morning after placing our order that we wanted to change our order. I messaged via the website chat asking if it was too late. The gentleman was so kind and quick to respond. He even offered to call me at my convenience (since I did no have all of the order info). Superb!! So appreciative!!

Quickly responded to a support question and follow-up with the specific information I needed.

Alvin was quick to enough to give status update of order.

UPDATED 8/12/2024 After a few days, a rep from WE finally called me back, JUST as we were literally about to pull the trigger on a competing product! Apparently they had still been working on their software issue but had not communicated that to me, which was very frustrating. They finally cleared their accounting issue, and we went forward with this rather large purchase. Things went smoothly after that, and as John notes in WE’s response below, they did work with me to make it right. Also, they apparently pushed the delivery, as I got the units this morning, which was way sooner than my last unit took for delivery. They were super apologetic and have followed up since, working to make it right. I have done business with WE for years and this is the first real hiccup. But in business, communication is critical and they dropped the ball on this after I got “stuck” in their systems. I hope they will learn from this so I can continue to do business with them.

A bit of feedback on delivery though. The “white glove” wine cellar delivery is a huge misnomer. It’s basically a “drop it off and where do you want it” service, with grousing and arguing (in a civil way) if you expect them to put sliders on the feet for nice floors, and then level the units. Many folks complain about this, and although I know WE is not the only company that uses a delivery characterized as “white glove”, for expensive (heavy and bulky) wine cellars, this is really not OK. Maybe include options, a tiered level that can include a bit more work if desired?
Thanks to WE for working to re-earn my business! I have updated the rating to 3 stars for the efforts after the initial fumble.

Can't I give a ZERO? I have done business with WE for many years and purchased wine cellars and many accessories from them. Less than 2 weeks ago I thought I had purchased 2 Eurocave Revelation Double L's from them - it's essentially a "set". However due to some issues on their end, the charge/purchase did not complete, as it flagged my purchase as fraudulent. Again, I have had previous wine cellars delivered to my address, purchased from WE. It appears (?) this is due to their system issues at the time. As a result, their multiple "authorizations" against the card froze my card, although my card issuer did not detect any fraud concerns. So, a few days later, since they could not figure out their internal issues, I tried using a different card to make the purchase. It appeared to work, and then the salesperson went on vacation. Two days later, it appeared that the same issue had taken place; WE's fraud protection software declined the different card.
Each time, I had to call WE, no one reached out to me to explain the problem or find a solution. We are talking about a substantial purchase, and I am essentially begging them to sell me this very expensive Eurocave set. I have now been talking to 3 new folks at WE over a period of days, and no one is willing to get a manager involved or even - to my knowledge - find or fix the issue. AND, no one has called me or emailed me; I have to follow up on my own.
IMO, this is beyond horrible customer service. Just tell me what the issue is, and if you can't fix it, admit it, but it would be a bizarre business issue if they have software that's stopping purchases. A couple of their sales people told me that they have had this issue with other customers...
By the way, it appears that WE is the SOLE distributor in the United States for Eurocave, so Eurocave has given WE a monopoly on selling their products in the U.S.
I really can't recall having to try to beg a retailer to sell me something like this. So, I am forced to look at other products from competitors, as I am finished begging to have WE sell me something!
Buyer beware!
Also, we have not had the bad delivery experience others complain about, but our last large Eurocave delivery from WE was not great, it just wasn't as bad as others! You would think when you sell this kind of premium product that true "white glove" delivery would be insisted upon!

Shocking experience. First one arrived damaged (door broken off hinges). The second one was pre-owned and arrived in a box missing a side. Customer Service didn't seem surprised to hear this had happened. Clearly no quality control at WE.

Dealing with the sales person was wonderful. I ordered 2 EuroCave Revelation L's.
I never write a review but think it is important that you know the delivery process was terrible. They just left my home. The delivery team brought the 2 units in on a dolly, once they got through the door in our wine room they took the EuroCave's off the dolly and slid across our wood floors. I have deep scratches and they have damaged my hardwood floors. Wine Enthusiast contracted with Fragile Pack a company that hires individuals. They did not do white glove service. They bring the units in on a dolly and drop off...sliding across the floor! They do not level, adjust or do anything. They did take away the boxes.

When I initially called Wine Enthusiast, the woman I spoke with in customer service was very prompt with emailing me the part number I needed for our hotel wine cooler. When I called back with the given part number, Michael Dreyfus, the sales associate was very courteous in following up on my needs.

Wine Enthusiast delivered a defective product to my home. It took 3 weeks and 3 different crews being sent out to "repair" the defective product. Despite promising responses within days, they took at least a week each time. I have asked for recompense for the fact that I did not receive the service I paid for and have been ghosted. Don't bother with this company. I certainly won't buy anything from them again.

Amazing, fast, thorough, knowledgable,patient, helpful and just plain fantastic customer service. I needed help on an existing wine refrigerator from Wine Enthusiast. The customer service rep who helped me did so quickly. He diagnosed the problem correctly immediately and I had the required part within a week. This on an item that I've had for years. Just great

I had an incident with a WE fridge and called the help line. i've learned that the help desk at WE isn't always helpful, so I was hesitant even to call. But I got lucky and I got Sean B. on the other end of the line. Not only was he super helpful in fixing the issue with our fridge, he followed up when he said he would, went above and beyond on each call and was so personable that the calls were fun! I was shocked (again, given past encounters) and can't sing his praises enough. WE - you have an excellent ambassador in Sean B. Not only should you never let him go but his calls should be the baseline for all other employee/customer relations. Thank you many times over Sean!

Mr. Beam is an excellent representative for your company. He is competent, articulate and very resourceful in quickly resolving the issue.