Beneduce Vineyards — Attraction in Alexandria Township

The atmosphere is terrific, the wine is good, but the customer service is terrible.

I want to start out this review by stating that I typically never do this; however, I am extremely dissatisfied with the service we received at Beneduce Vineyards for my sister's 30th birthday party.

I planned the event nearly two months in advance. We were going for their Group Therapy session with live music. The reservation stated, "First Preference: farther away from the band. Second preference: Lawn seating. We would like a few of the big tables with umbrellas and are coming for a 30th birthday party." I specified big tables because there are bigger round tables with seating that I have seen the vineyard put under large umbrellas. I even spoke to the event staff before the event to see about reserving a specific area and was told to do so online, which is what I did. Forty tickets were purchased in advance for seating (they charge $10 pp per seat), and fifty entrance tickets were purchased in advance (they charge $10 pp for anyone over the age of 2 years old--even though absolutely no service is provided by the vineyard for anyone under 21).

When we arrived that day, the staff had set us up with five picnic tables. Three of the tables were together in between bushes without any view of the band and/or scenery that makes the vineyard so great. They were also next to a huge ditch that my future sister-in-law fell in while holding our 10 month old daughter. My sister-in-law hurt her ankle.

When we inquired about the location and seating choice we were given, we were told by the staff that I requested picnic tables. This was clearly a lie. The woman who lied to me was extremely passive aggressive and told me she thought it was weird I would request picnic tables for the party. As shown by my email request, I did not request picnic tables, and if you thought it was so weird and I've now spoken to you about the event three times before, why wouldn't you call to confirm the seating?

The staff ended up working with us a little so we could have some of the smaller tables so our guests could be together, but the entire experience was ruined by poor customer service. Even though we bought so many entrance vouchers in advance, they refused to accept the vouchers from one guest and charged her to get in. This had to be addressed with management, taking time away from enjoying the event and adding further frustration to our customer service experience.

My husband and I have been patrons of Beneduce's for over three years. I typically love going to this vineyard and even spent my first Mother's Day there this year. All I can say is that after last evening, I will not go back. While the atmosphere is fantastic and the wine is good, customer service makes or...

The Vineyard itself was very pretty and the location picturesque. I heard it was a pretty place with good wine, so I begged my friends and my spouse to bring me for a visit.

As soon as we pulled into the vineyard we immediately experience problems with the parking staff regarding a service animal. We explained to the gentleman that we had never been to the vineyard and we were told that all wine tastings are conducted in The Tasting Room. I told one of the parking attendance that I would speak to the person in charge in The Tasting Room about a service animal so I could still experience the vineyard.

Once inside the manager came over and said unless it was a seeing eye dog they do not allow service animals inside. I then asked why I was not allowed to have my medical service animal by my side while at the vineyard, and they told me they do not allow emotional support animals, which was not what my medical service animal is trained for. The manager proceeded to ask me for specific identification for the animal and about my disability.

Under the American with Disabilities Act of 1990 businesses may not ask for special identification for the animal or about a person's disability or charge additional fees because of the animal. Businesses also may not refuse admittance or isolate or segregate or treat a person less favorably than other patrons because of the disability. Though I do carry identification regarding my medical condition for medical personnel in the event of an emergency, including the service animal, I felt it was very invasive.

The entrances of the gravel lot and the door for the tastings had no ramps and were not ADA Compliant in terms of access with a wheelchair either. Once finally outside after the tasting was complete, some women were setting up for some type of evening event and where telling us we had to move in a few minutes so they could shift the tables around for an event that started in an hour.

Overall I will not be returning to this vineyard, and it is not...

From a professional standpoint, the 90-minute seating limit is a baffling operational choice. In my years of experience in the global wine trade, a surcharge for staying longer, particularly during off-peak hours, is unheard of. As someone who also manages a winery, I find this policy indefensible from both a hospitality and business perspective. While I understand the need to limit “camping”, this policy definitely isn't the optimal solution. I am prepared to remove this review upon the removal of this rule.

The solution to table turnover isn't to charge guests more; it is to better monetize their visit. A well-trained staff should be able to convert tasting room visitors into bottle sales and club members, thereby increasing your AOV and strengthening your DTC channel.

You have a premium product, but this policy creates a transactional, low-end experience that undermines your brand.

Additionally, your current strategy for responding to online reviews is counterproductive. Defensive replies alienate potential customers. A more effective approach is to acknowledge the feedback, express appreciation for the input, and briefly outline your corrective actions. This not only resolves the immediate issue but also serves as a valuable marketing tool.

My intention here is to offer constructive criticism from a colleague in the business. Your wines are excellent and your potential is clear. However, without a hospitality and sales practices that reflect the quality of your product, your growth will be limited. I urge you to reconsider this policy, and I will be happy to remove...