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If I could give it zero stars, I would. We buy a very significant amount of wine on a regular basis from Total Wine. I went through the arduous task a year and a half ago with customer service (45 minutes on the phone) trying to get them to understand the site does not work to process winery direct discounts properly. The lady helping me agreed and she was able to manipulate my cart so that the accurate discount was applied. But as a customer you should not have to do that every time you want to purchase wine online. It is very misleading because as you put items in your cart, you assume the discount is going to be applied, but it is not accurately applied and it can cost you hundreds of dollars. It’s the reason we quit even trying to order online and instead have gone to our Altamonte Springs, Florida, store where our rep, Dan, is always so extremely helpful. We’d like the ability to be able to order online and, for example, pick up our order at a different store occasionally. It’s an absolute joke that it still does not work one and a half years later.

I never write reviews but this whole fiasco was ridiculous. My fiancé and I were trying to place an order for pick up at a store for our wedding. We heard good things about the store and app. Originally when she created the app on her phone she used her information to create it. At the payment option we realized using my card it wasn’t accepting the payment. There’s no option to put my name in at the payment screen. We then had to change all of her information to mine so I could pay (in hindsight I should have cash app her the money and she could have payed) after doing so it still wouldn’t accept the payment. We called the store and they told us we had to call customer service for the app. We called them and they said they are unable to do anything but my card charge should come off in 3 to 5 days. They said we’d have to go to the store to purchase anything.... so I then created an account on my own phone with everything in my name and used a complete different card and STILL my order was CANCELLED. I’m beyond upset with th is app experience. I’ll be going to the store to purchase instead.

I was shopping there today for my birthday weekend and I brought my sister with me because I did not want to leave her in the car alone. While we were shopping she did not touch anything besides push the cart while I looked. When we wanted to check out I told her to go start the car and the lady wanted to see her ID. I told her she went to go see if she had it in her purse, my friend who is also 21 came in and said my sister didn’t bring it. I was purchasing the liquor along with my friend so I saw no reason for my sister to need her ID since she was not purchasing anything and did not touch anything. At the end it came down to them not being able to see me the liquor because my sister did not have her ID which is ridicules, considering the fact that she did not touch anything and she was not paying. We never had this issue before until now and I am very upset about it, maybe a good sigh by the entrance would be good.