Total Wine & More

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Chill Will

via Google

On November 18, I was singled out for an ID check at Total Wine Store #521 in Allen, Texas, while the customer ahead of me and another customer in a different checkout lane were not asked. I am a middle-aged man and was nowhere near appearing under 30, which made the situation feel inappropriate and unfair. This was the second serious incident I’ve experienced with Total Wine, raising concerns about consistency and how customers are treated. Follow-up was extremely poor. My initial outreach received only a generic template response that did not address the incident in any meaningful way. Nearly a month later, I finally heard from Tom Holbrook. After he was unavailable, I left voicemails without response. Crystal called me on January 23 and left a voicemail. I returned the call immediately. Neither could confirm whether video footage was reviewed or whether any corrective action was taken. My request for basic acknowledgment or goodwill was ignored. Based on both the in-store experience and the lack of accountability afterward, I no longer feel comfortable shopping at Total Wine and have taken my business elsewhere.

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Kimberley Noel

via Google

Great store, well stocked, great prices and friendly service! I've also ordered online and sent some things to family in another state. Everything arrived exactly as ordered and on time. Awesome!

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Berto White

via Google

I’ve always enjoyed coming into this store for all my beverage needs but today was an absolute exception. We have never been spoken to in such a disgraceful manner by any employee . I understand the stress of the holiday season and I also understand people can be excessive , in all honesty we were just there to buy beverages without disrupting anyone’s day. My partner and I were shopping together sharing a cart keeping our orders organized as it was going to be two separate transactions . As we approached the aisle I started to pull items from my cart ( historically this has never been a problem ) immediately the older middle aged woman screams don’t touch the items as if I was breaking a rule . She was aggressive rude and not joking . I said excuse me and she yells again leave the items in the cart!! We move the cart completely forward and I explain the items at the front are mine and the second order is in the back . Kari ( the associate name tag stated she had been there for three years ) Continued to be rude at an aggressive and intolerable manner . She asked us three times to explain and as we did she remarks well this makes no sense . I was about to respond but my husband advised me to just stay calm and not worry about it . I completed my transaction and as she started with the second order she was throwing out mini bottles so hatefully in the bag she had to slow down and we visibly saw her catch herself when realizing some were glass . She did not smile once show any positivity or kindness it was awful . As a matter of fact as we were in line she asked a peer to shut her lane down behind us this was at 1 maybe 2 pm . Absolutely grotesque behavior , again we understand everyone has bad days retail life is hard but after 3 years if you hate your job that much maybe you should find something else to do versus encourage individuals to never shop in your store again . Kari was in the register closest to the exit her badge said 3 years of service — sharing so that others hopefully won’t have to experience this disgusting behavior .

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Ice Qu

via Google

Loved being able to find a spot to park without any stress! Entered the store looking for a very specific thing. I looked but then an employee saw me struggling and offered to help. Ding! They found the Italicus right away, hiding in the shadows on a lower shelf. Got me one of those atomizer spray deals too so I can add a spritz of the Italicus to a drink. Of course got Prosecco too, why not. The store is well set up, lots of signage so you can head straight to your favorites as well as look at something new when you browse. What is really nice is being able to get a box if you need it for transporting multiple bottles. And as I mentioned, really helpful staff. Yay!

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Cat HK

via Google

We'd been long time customers at this location, always loved it. This was our first wine tasting class, very informative. We tried 8 different reds and whites and learned a lot. Snacks and bottled water were provided, would definitely check out other classes in future.