A visit to Total Wine in Encinitas for "curbside pickup" now includes a complimentary gaslighting…read moresession.
I ordered a specific vintage Rioja online for curbside pickup. They swapped my order with a younger vintage and failed to mention it. No email. No, "We substituted this because we're out of stock--is that okay?" They quietly swapped it, hoping I wouldn't notice or wouldn't care. But I was buying a Rioja, not a Walmart box wine.
I discovered the switch, had to leave my car, grab a shopping cart, go back inside, and find someone to help. That's when the tap dance began. The first employee pretended that vintages didn't matter. He called in the self-proclaimed expert, who introduced himself with, "I'm the wine guy. What's the problem?" As it turns out, the problem was standing right in front of me. Rather than acknowledge that substituting a vintage without informing the customer might be an issue, he spent several minutes explaining why it shouldn't matter. Eventually he landed on, "It's just a $30 bottle of wine." Actually, it was a case. Twelve bottles--$360 of wine. He asserted the two wines were equally rated when they were not. A review from home revealed the younger substitute averaged a full point lower rating (WA, WS, JD, WE, TA). As I explained that vintage and ratings represent value, he interrupted. When I politely asked not to be interrupted, he rolled his eyes, looked away, and said it was time to find a manager.
Manager David was as helpful as helpful as a light bulb without electricity. He asked what the problem was. I went through the list, concluding that if he wanted to sell a younger wine with a questionable rating he should have said so and provided some kind of discount. He seemed remarkably uninterested in discussing wine ratings, vintages and economics, so I asked for a refund. That took another ten minutes on top of the twenty I had already wasted.
As I left, he offered a casual, "Sorry about that," delivered with all the sincerity of an automated voicemail. Total Wine in Encinitas may be convenient, but their service, honesty and wine knowledge is not. I prefer Vintage Wines out on Miramar Rd for superior wine knowledge, service and honesty.