I am actually sad to feel the need to post this review. First, let me start by saying that Delaplane Cellars has decent wine; although their price point is high for their demographic area. The basis of this review and my subsequent two-star rating is based on a number of visits to their winery and to events hosted by them most of which relate to poor customer service and service experiences. While not all of my visits have had challenging or negative staff encounters, the majority have been impacted negatively; hence this heartfelt review.
It begins when you enter the door, see the signage that rather than be welcoming is demeaning and commands that you are not welcome with children (anywhere) on their property. While I don't have children, I do find the bold statement offensive to my friends and family who do and a significant inconvenience considering most all other local area wineries have either no objections to children and/or make accommodations for children on their property by creating family-friendly areas. Couldn't the signage be more welcoming and not be a numerated list of rules/expectations? I understand the importance of posting these, but to be your first impression creates an element that you are just one of a number of customers who are assumed to not comply without any prior infraction. On numerous occasions, I have seen families enter the door only to be greeted by a management team member who turns them away and "reminds them" that they are not a kid-friendly facility; in one case, the staff member said, "it is clearly posted on the other side of the door you just entered". Could that be any more unwelcoming or aggressively demeaning? I suppose awarding that family a 'free-tasting coupon' for a future visit is their consolation prize for their denial of admittance. Does this really soften the blow?
Anyway, I digress; back to my continued review -- Upon walking into the tasting room, only one time ever do I recall being greeted by any staff member who smiled and welcomed me or my group to the bar. Instead, a tasting sheet was thrust in front of me and the wines were poured without little or no commentary. In fact, I had to inquire about the tasting fee which I was told, "is printed on the tasting sheet". The low employee morale is clearly evident and on all weekend occasions they have been tremendously understaffed.
In attending several events hosted at and by the winery, again there was lack was in positive customer service and experience. Having attending numerous barrel tastings over the years at a number of area wineries, the barrel tastings at Delaplane Cellars are beautifully adorned with food, but both times I attended at Delaplane, there was no pattern of progressing through the barrel room for sampling, it was obnoxiously cramped and crowded, and there was great competition between guests attempting to get to the food that was allegedly paired with the wine samples. There was no explanation of the wines in barrel or their background and the personnel sampling from the barrel were often not employees, but instead volunteers. What winery staffs an event where the sole purpose is to sell futures with volunteers who are not educated about the wine they desire to sell? Additionally, the owners of the winery were vaguely present, but again not in any educational manner, but instead at the register asking all guests if they intend to purchase wine rather than engaging them in conversation or thanking them for their attendance, patronage and support. It was quickly obvious to me that their barrel tasting events were not about appreciating their customers, but instead about hurrying them along through the experience and all while hoping to swipe a credit card. I do understand that any business is dependent upon sales for success, but at the cost of the experience of your customers/guests seems quite counterintuitive to true future sales. And lastly, one of my guests who wanted to resample a wine that was being considered for purchase, was denied another pour because the volunteer was told that they were to only pour "one small amount".
While the scenery at the winery is beautiful on the inside and out, that beauty is not evident in their business model or the way they interact with their customers. While there was a time this would have likely been more tolerated because there was little competition, there are now so many other area wineries that combine great facilities, great wine and even great customer experiences. If you've not explored Blue Valley Winery, RdV and/or Linden Vineyards, you should - I am certain that I will not be back to Delaplane Cellars until there is a dynamic shift in focus to customer service and customer appreciation. read more