Wine Enthusiast Reviews 311

Call three times to speak with someone in tech support for a Wine Enthusiast refrigerator. Each time, after an extended periodon hold, the line simply went dead. I emailed. Two days later, Mikee C. emailed back. I asked to speak via phone as I had multple questions. He called, but again, we got cut off while I was on hold. He followed up with an email 30 min later partially answering one of my questions (that they only had stock of two parts for my frig), but clearly showed he had no interest in calling back or in answering other questions. All-in-all, it was a TERRIBLE experience, and I cannot ever imagine wanting anything to do with this company going forward.

I agree wholeheartedly with the other negative reviews. I purchased a $2,500 wine credenza that was advertised as “in stock - will ship from our warehouse in 24-48 hours”. I purchased the item on March 19th for my husband’s birthday (which in late April) and to date the item has been packed but not shipped and the estimated “delivery date” is well over a month after my order date. Every time I call customer service the agents keep telling me the item is in transit (and give me different delivery dates) but can’t explain how the item hasn’t yet been picked up by shipper. I’ve called customer service, emailed FragilePak (with no response) and submitted a support ticket with Wine Enthusiast (also with no response). At this point I’m quite certain the item just will not ship. So much for “in stock - will ship in 24-48 hours”. So frustrating and honestly wildly unprofessional.

Would definitely recommend WE because of the great customer service. I received a number of (slightly) damaged items, which was disappointing as those were intended as gifts. The customer support reps were super helpful in arranging a return with a pickup, and a prompt replacement. They were very friendly, personable and professional. Will not hesitate to place more orders in the future.

Do not use this company. I just ordered some racks from them after receiving a 10% off discount code as a thank you for going to their site after visiting to view their racks. That discount link took me to their site, where I ordered and applied the promotional code we’d been sent. However the discount was not applied. So I called their customer service and was first told that the discount had been discontinued. When u then explained that we’d just now received it, I was then told that it clearly stated that certain items were excluded. I then asked why then when we were viewing their racks we were sent the promo….and why that link took us to their entire inventory (and clearly stated on the link that the discount applied to “our store”, I was asked to forward the email. After forwarding and a few minutes of researching by their rep, he pointed out that at the very bottom……if you scroll ALL THE WAY to the end of the email….there if very small fine print (so small I had to zoom in to read), it does state the exclusion. Clearly this is a tactic that I do not appreciate and I will not rest until I make sure to call them out on every social media site I can possibly do so on. It’s not at all about the $…..it’s about the principle and unfair retail marketing of this company that I take exception to.

horrible product! I received a round charcuterie board and the board came chipped. Getting ready for the Super Bowl and didn’t want to come to this point. Not only chipped but drawer with the little utensils would not come out. Would not recommend.

We ordered a few items and one of them was broken.
I called and got assistance right away! Rose was amazing and walked me through he process to get another item. SHe was super friendly, knowledgable ,and she was able to ship me a replacement item right away!

This is a review of one of the customer support representatives only, nothing else (all else was good, but this is a limited review). I contacted WE to request a refund based on their 30 day price guaranty. By the luck of the draw, i was connected to Rose Del Rio, who handled my request. She was very helpful, very efficient and very professional. We had some problems with her sending me emails and me sending her emails (computer problems, not her or my fault) and she was very patient with this. She is a very good representative of the company and should be complimented.

Love their products! They're always super helpful if there's a problem.

Ordered some gifts for my employees and everything went very smoothly. One arrived damaged (looked like the box got crushed during the transit) and Wine Enthusiast quickly got a replacement out without an issue. Will definitely come back for future orders!

I had made a mistake during the ordering process for a new wine fridge. I reached out to Customer Service and was lucky enough to be connected with Scott Norman. Not only did Scott research and resolve my issue, with multiple emails he kept me updated and informed of everything he was doing until the problem was totally resolved.

I am updating and replacing my initial post because Wine Enthusiast reached out to me directly and explained the policy around posting product reviews. I don't want to accuse anyone of wrongdoing if there is a valid rationale. They even manually pushed my review through ahead of the 7 day window to demonstrate transparency. They also extended an offer to discuss in more detail the shortcomings I presented in my review. I don't think anyone could ask an organization to do much more than that.

It's been now more than 2 weeks of calling, emailing, chatting, all due to an order that supposed to be delivered Dec 29 but nobody ever gets back to actually give me an update. Emails are not responded to; if i was lucky to get someone online after almost an hour wait, it was in vain anyway because all i heard was "will email you with an update". Forget about following their automatic phone response and ask for a call back - tried that, calling me back never happened either. This used to be a good company, i have ordered thousands of dollars in gifts but this is the last straw and last order i have ever made. Very disappointed but mostly frustrated.

We received a 24 bottle wine cooler by Wine Enthusiast as a gift. Although the product works well so far and looks nice, one of the slide in bottle racks was out of shape and doesn't seat properly in the rack channels. Contacting customer service was of no value. They told me that they do not have replacement racks and to send it back to Amazon for replacement. WHAT? Send back a 60# refrigerator instead of getting a $10 replacement rack. Believe what you read here about the customer service.

No complaints. Spoke to a nice woman who helped me figure out when my order would arrive before Christmas. Feel like people only leave bad reviews online but had a great experience with Wine Enthusiasts.

I had the good fortune of a man named Ryan Marsh return my call for an item that was ordered in Nov. but never arrived. So though Ryan is in tech support, he found my order and fixed my issue! You simply don't see that level of customer support in today's market. Kudos Ryan and please thank him for me.

I recently had an issue with my beverage fridge. I had the good fortune to speak with Shaun Beam, a product support specialist. His level of customer service was amazing. So nice to deal with friendly customer service professionals who take pride in their level of service. He went above and beyond in helping me get the right part. Can't say enough about my wonderful experience.

We have ordered various items from WE over the years and have had nothing but great experiences. Recently we had problems with a Legacy Corkscrew involving broken interior parts. Although I waited quite some time for a live chat, Ryan Marsh couldn’t have been more helpful, going above and beyond to resolve the issues.

Update: My review was premature due to mis-communication in an online chat. My wine opener is in fact not functioning as it requires a back ordered part not expected until April.

Bought 2 Wine Enthusiast coolers. After 5 years, one just stopped working. Called the company and was given a list of all certified repair companies in NC. I called every one of them within 3 hours of my city. 6 were out of business. While it isn’t a great solution, WE is sending me a free part and instructions so I can attempt the repair myself. This at least gives me a possible solution.

In 2017, I purchased sets of both Cabernet and Chardonnay Fusion Infinity wine glasses from Wine Enthusiast. The glasses carried a 10-year warranty against breakage. Several have broken over the years, and all were replaced, until recently. I had accumulated a total of four broken glasses, and submitted a replacement request. I was informed that WE no longer sells the glasses, and that my only remedy was a $30 store credit in lieu of replacement. I found that to be an unacceptable solution, and pursued alternative remedies. Without adding the specifics, I will say that Wine Enthusiast went out of their way to make things right. Yes, the company has low ratings from those who are motivated to contribute ratings and comments, but my experience firmly indicates that WE is doing everything it can to build customer confidence and satisfaction. I intend to give them a chance to succeed.

I had issues with the product specifications and slow/poor support from the sales and service team members. I have changed my review based on my interactions Salvatore Rinaldi (Technical Product Support Supervisor). Salvatore was patient and empathetic in understanding my concerns and offered multiple options to resolve them. He was diligent in following up with me to ensure I had all the support that I needed. I will single handedly credit Salvatore for turning around my experience with Wine Enthusiast.