"After multiple calls, we still do not have an answer on if and when our ordered item will be shipped. The customer service people are unfriendly and unprofessional. Three different customer service reps said they would look into it and follow up, not one did. We are very unhappy with the process and the lack of service. Not likely we will ever buy from Wine Enthusiast again."

"I have ordered many things from Wine Enthusiast over the years… From wine chillers to accessory‘s… Recently I ordered a wine bar… And the first one came in damaged… But certain pieces were left here for months until the other piece could come in… When it was delivered the men simply stuck it in the room that it was supposed to go… No assembly and it was missing all hardware and instructions...I emailed Wine Enthusiast the pictures… With no response… I called their customer service and was told that they were not in yet… Got no response… And it’s been weeks now… I finally had to hire a handyman to come assemble it and buy the pieces and that was $300…If this is what the “white glove treatment” looks like… I’d skip it… I guess it’s because it was only a $2500 purchase…"

"I bought the 166 wine bottle single zone refrigerator 2 years ago. Only this year I purchased a mini-thermometer to see what the temperature actually was. I have had it set at 54 for the last 2 years, and come to find out the internal temp never got below 59, and averages between 61 and 62 degrees F. For a wine fridge, this tolerance is not acceptable,

Now comes customer service. My first emails to them, over repeated emails and phone calls took 3 weeks for someone to get out to my house and confirm the refrigerator was okay. They suggested I put water bottles in it (!). Now, a week or so later I am starting to email customer service again, and their response time is poor (multiple days) with no sense of urgency. I bought the 5 year warranty and so ended up paying 2k for this refrigerator. Had I know about how poor the customer service experience was, I never would have ordered from them. "

"Ordered a two refrigerator wine credenza in February. Waited weeks for it to come, and when it finally arrived, it was damaged. Called and after a ridiculous customer service experience, I finally got them to agree to replace the unit. Then it went on back order. Again, waited weeks. New unit came today, April 13th, and they sent the WRONG ONE. Now I don't have a damaged unit, I don't have a working unit, I don't have anything. Horrible customer service representative offered a couple hundred dollars for my 'inconvenience' and told me it was again on back order and could be another month until it is back in stock. I cancelled my order and just purchased the same unit from Wine Cooler City for the same price ... and it is in stock. Now I have to wait another 7-10 days to receive the credit from my original payment to Wine Enthusiast. I've never experienced such a rude, incompetent and ineffective company. Avoid!!"

"Karen Chung is the worst manager for customer service resolution. She should find another job. I reported her to HR.
I placed an order thanksgiving weekend 2019. After several calls, they lost my order, and re-ordered it with a $150 credit for shipping because at that point it was 2 weeks late. ADDITIONAL ISSUES: 1. After several phone calls and emails, Karen never returned my calls and neither did anyone else until i pointed it out.
2. It came 2 months LATE
3. it was the wrong item
4. it was damaged
5. it was dirty
6. Not one phone call or note of apology nor any type of compensation like a gift certificate.
Don't bother, they are not worth any of your time or money."

"I received items from them as a gift, but unfortunately had no use for them. I called to return for store credit- their phone system said the way to contact customer service is to send an email. I sent an email and received a response that I needed to call during certain hours (going in circles already).

Once I got them to authorize the return, I was told to send it out and wait about 3-4 weeks and it would be credited to my account I just setup. But I won't know once it's credited and I can't use the credit to buy anything online--instead I must call to place an order. How is this company still in business in 2020?"

"Like many of the other victims on here, I was lied to. I was told if you order by 12/13 it was guaranteed by Christmas. I ordered 12/11. I called 3 times, the first was a guy, really clueless. Then the 2nd time was a perky girl who assured me if it was guaranteed then it will be there. 3rd time, the day before Christmas Eve I spoke to a woman who actually gave me an honest direct answer. She told me, "Sir, I wish I would have answered your call originally. That item has been out of stock since early November and we will bot have it back until the end of January." I was so angry, but I was nice to her as she was at least honest. She said in the other employees defense, they were told to say it was guaranteed regardless. So this small-time not ready for the big show little business still has that item available. They will just let people keep ordering knowing they won't get the product. THEY NEVER HAD THE ITEM THE WHOLE TIME. I CALLED 3 TIMES. BEYOND INCOMPETENCE. Steer very clear and far from this basement ran dumpster fire."

"I ordered a cigar cup, and after 10 days, they never deliver, i call to cancel the order and they says that it is not possible, that was for a gift and i get in problems, because i don't get by the date.

At the end, i purchased the same in amazon (best option) and 12/20/2019 still waiting for the delivery.

** Update: today is 12/27/2019 and never deliver my order. Worst company ever."

"After placing a Christmas order December 11th with guaranteed delivery I still have not received my order on December 24th! Let's just start with these NOT SO WONDERFUL employees..
1. Michael Hill - Acts like he does not know who I am after speaking to me on the phone MULTIPLE times, giving me an extension number, and telling me to call back.
2. Toni Monti - After verifying my credit card information, no longer works with the company.
3. Katrina - Promised me updated shipping information, failed to send me a confirmation email.
My 123648564th time calling this company, I have sat on hold for 35 minutes with no help..
DO NOT, DO NOT, DO NOT, DO NOT ORDER FROM THIS COMPANY!!"

"WARNING!! DO NOT EVER BUY ANYTHING FROM WINE ENTHUSIAST!!

We bought a wine fridge. The delivery experience has been a nightmare! It’s been six weeks and we still don’t have our fridge! The delivery service is the worst. They don’t communicate. They tried to deliver on a date we said we were not available, then didn’t show up on the date they were scheduled for and we never heard from them! We did, of course, get charged for a “stair charge” even though they never delivered anything.

I will NEVER order anything from Wine Enthusiast again!

PLEASE SAVE YOURSELF THE TROUBLE AND JUST GO ORDER YOUR PRODUCTS FROM A REPUTABLE LOCAL SUPPLIER. YOU WILL BE MUCH MUCH HAPPIER WITH THE RESULT!"

"Ordered an electric corkscrew. After submitting the order, the shipping charge doubled. Contacted customer service to correct. The wrong corkscrew model was shipped. Was told that they would adjust the price for their error, but that I was actually receiving a better model. A month later, my credit card was charged another $77. Contacted customer service again. They told me that it was a pending charge and it would go away....it didn't. I was fed up and said I wanted to return my order, but was told that I couldn't because it had a monogram initial. Around in circles with customer service wasting my time and money. "

"Waned to let you know that im very disappointed. i bought a wine celler a bit over a year ago and it has broke down already. i contacted the team and happened to find out that the customer service is horrible. they did not try to give me any support only to sell more items to me. im a wine lover and influence others in the market - and i will let others know that this brand is not reliable. as i did purchased before a cellar from another brand that operates wonderful and we are 3 years after the purchase. so it is very sad and i hope they will correct their customer service, if they care about their clients at all. i will not purchase again and i do not recommend this company."

"I ordered an $1800 wine cooler. It was delivered with what they call “The White Glove Service.” Well, the delivery man (was an outsourced vender) had no idea how to put my shelves in. Add to that the fact that it was scratched and the trim was chipped. It actually looked like it was a second hand cooler. I was told to let the guy go and they’ll send someone over. That took an additional week, of which time I had a couple cases of wine delivered. I emailed and spoke to a woman in customer service. She was nice enough but it’s been a month and all they did was send new trim. I’ve asked that they be installed and I can’t get a hold of anyone, not even the woman I spoke to.
I’d really expected to receive a cooler, installed in pristine condition. It wasn’t!"

"I purchased a couple decanters. When they arrived, I was not satisfied. I printed out the return form, completed the form and mailed them back. It's been nearly a month since I received confirmation that the items were received. I've made numerous inquiries about the return of my money and have not received any response."

"Do not, I repeat, do not ever buy a wine fridge from Wine Enthusiast. Ours is less than 5 years old and they are completely unwilling to fix the leak that has occurred from normal use for a reasonable amount of money (it would cost more than replacing it). Their 100% satisfaction guarantee on their web site is a complete lie. All they want to do is try to sell me a new unit. I will be taking my business elsewhere!
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