Wine Enthusiast NYC

I had an absolutely wonderful experience during my visit at the Greene Street location of Wine Enthusiast! Alejandra was extremely helpful and answered all of my questions thoroughly and with enthusiasm. She went above and beyond to make me feel welcome in the store and even went as far to recommend online resources where I could learn more about the functionality of wine glasses I ended up purchasing. The store interior is cozy and inviting, and the staff do a great job of fostering an unpretentious environment that is conducive of making wine accessible to all. The complimentary glass of wine upon entering was also a very nice touch :) I look forward to returning to this location and attending future wine events!

Unfortunately, Wine Enthusiast has failed to offer even basic customer support. I’ve been dealing with a broken Wine Enthusiast fridge under warranty for over two months, and still have no resolution. I’ve had to contact the BBB just to get someone to pay attention. They never answer the phone for any customer service issue, but, of course, sales is available. Sometimes it’s a 45-minute hold followed by voicemail, other times it just goes straight to voicemail. Emails go unanswered for several days, and the response I keep getting is, “Sorry we missed your email.” Even after escalation, there has been no meaningful support. This was a $3,000 fridge, not a cheap investment, and my wine collection inside is worth even more. The unit is now developing a odor, and I still am chasing to get this resolved. Leaving a review is never my first choice, but when a business repeatedly fails its customer, it becomes necessary. I hope this raises awareness for their management and helps potential customers understand what they’re walking into.

I was the 2nd person at the store and the experience was fantastic. Great customer support and service to help me find the wine glasses and wine opener I’ve been looking for.