N C
Google
Wow, whenever I visited the actual location, the customer service and the staff were always very friendly, especially the general manager (a gentleman who always made the experience pleasant). The location was really nice, the private room was great and the vibes were awesome. Unfortunately, my experience with Nikki Harris, who is also listed as a general manager, has been the complete opposite.
For months, I have been asking how I can actually receive my wines, and I have the emails to prove it. I never received a single response or clear direction. The whole communication around this has been terrible. When Nikki finally did reply, it was with a rude and dismissive message, one that I’ve attached here for transparency, without ever acknowledging my prior outreach.
This is not the way paying customers should be spoken to or treated, especially when they have been spending money and not able to get clarity on their products. I had already canceled my membership before this exchange, but had I not, I certainly would have afterward. Her tone and lack of professionalism were unacceptable, and it made clear to me that she does not understand what respectful customer service looks like. She also had to backtrack on her email without even knowing the facts. The worst!
I understand that closures and operational challenges happen, but respect and clear communication should never be optional. Unfortunately, Nikki Harris demonstrated neither.