Tony Ingargiola
There is a lot about Total Wine I like. Clean stores, well organized departments, and generally friendly staff who understand the importance of good customer service. However, yesterday was my worst Total experience over the last several years. I went to buy a case of wine that I have been buying for my boss all of these years. I approached the service desk area to ask if I could get a full case instead of having to put 12 bottles in a shopping cart. The Wine Manager stopped what they were doing and checked the inventory on the computer. After confirming availability, they stated that this wine didn't qualify for the multi-bottle discount. I hadn't asked anything about a discount as I was aware of this. They then asked if I'd be interested in another wine instead. I said no and repeated the name of the wine I wanted. They then approached me and rudely asked me "what do you do?" After an odd conversation about Total having to be careful about TABC rules and careful about who they sell to, they had someone retrieve the case. I told them I had never in my life been questioned about my career in a retail store. I was obviously upset, and I feel, rightfully so. Most managers who had bumbled a customer interaction would work to recover. Instead of coming to me at the register to smooth things over, the manager stood nearby laughing and smiling with a group of other employees. There are other liquor stores where I can purchase the same items I have bought at Total over the years. Until last night, for the reasons I started my review with, I chose Total to get these.
