Wine Enthusiast Recensioni 318

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.

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!