Old Town Liquor (Old Town Tequila) — Attraction in San Diego

I was very excited to find my favorite tequila online and purchased 2 bottles from Old Town Tequila, paid $28.20 for S&H and anxiously waited for it to arrive so I could start enjoying it. Unfortunately I was never able to enjoy my favorite Tequila! On January 13th I arrive home to encounter a note on my door from UPS; Sorry we missed you… We'll try again on the next UPS delivery day. The following day I stayed home from work to sign for the package, but UPS never showed up! I called UPS and ever since they turned their call center to somewhere in Asia, you can't really get an straight answer from them, I was told that the district manager would give me a call the next day, which also never happened, I called a few more times and got the exact same reply every time. So, I decided to cal Old Town Tequila for help, I thought since they use UPS they might be able to help. I called, explained the situation and was told that they would look into it and call me back the next day. They never called back!!! So, I called again and at this time I found out the package was being returned to the sender. I was a bit confused, but was advised that I could just place another order. Three days later I received an email from Old Town Tequila asking me what I wanted to do, at this point I was very upset and decided on a refund. Today I got an email of a partial refund (the S&H was deducted from the total), I didn't think this was fair since I tried to take delivery of the package and was unsuccessful. I called Old Town Tequila again and explained that I wanted a full refund since I tried calling them to help me find out information from UPS, but they never called me back. Their customer service is the worst I have experienced the person who answered the phone was not willing to help at all or sympathize she asked me to go back online and read their policy, or call UPS (call UPS again? No Thank You!). Old Town Tequila should be able to understand that I did try to take delivery of the package and that I stayed home for a whole day without pay to take delivery of the package on the next following day as stated on the UPS note or at least help me file a claim from UPS, after all they are the ones that hired UPS. I would never purchase from this store again and I truly do not recommend anyone to do so. Customer service is...

I have purchased from this online store on 3 occasions, Spending over $1000 on fine and collectable tequila. On my third order, it contained two seasonal gift box. One of Patron Reposado with tiki cups and the other of Don Julio blanco with a collectable guacamole bowl. Each were purchased because of the added items, not available in my state. Both were damaged. I emailed and sent pictures and they responded saying they would replace the broken items. A week later the replacement items arrived minus the Don Julio guacamole bowl. I again emailed them and heard nothing. After three days I called to inquire about my email and spoke to Zack “Zee” Romaya (apparently the owner). I explained the issues and wondered the status of my email, he laughed... he said many things... it’s just a bowl... we are very busy..too busy to respond to your email over a bowl that’s free.. I said the bowl was why I bough the bottle... I can get Don Julio anywhere... he kept saying what’s the big deal... it’s a cheap bowl... well I bought it for that reason, I said... he kept laughing and minimizing my issue. Saying there is no reason to get upset..... for which I replied,I’m not upset about a bowl, I’m upset because you escalated the situation by laughing at me and the issue cause by poor packing of my order and your lack of customer service. All you had to do was listen and assure me you would look into the matter... instead you totally dismissed my issue with laughter and a half hearted email that reads “Here is $10 refunded to go buy a bowel, those bowels only worth $1, they are complementary but we credit you $10 to buy one locally”

The lack of support, professionalism and customer service is beyond anything I have ever experienced. I liked the diverse inventory this store offers.... but I will never purchase from them and I caution anyone that does to expect the worst...

I have spoken to a lot of people at this place and they were nice people! Very helpful and remarkable! I work in the business of customer service and I do travel this wonderful country!! That is until I spoke to Alma on the phone about a claim of a broken bottle! I know things happen! And I called them and spoke to 2 different people and they told me we don’t need the bottle ! We will just send you another one ! Ok I was told this a twice! I called again spoke to Alma and she said we don’t have the bottle ! We just going to give you your money back ! And I said I don’t want the money back! I want what you guys told me twice about sending another bottle of dos artes round bottle that they have in stock but Alma said they don’t have it!!! I have family in San Diego and they told me the bottle is there and is available on the website to add to cart! But Alma said they don’t have it! So my wife called and ask for the Dos artes round bottle ! And she was told they have it and when was she coming for it! So we get Alma On the phone telling my wife that they don’t have it since the women that said they have it was mistaken!! Wow really! After my wife called I got the shipping label for the broken bottle that I had to take out of the garbage for me to ship it to them so I can get another bottle ! That by the way they have available all the time! And I do know like Alma told my wife ! Well he doesn’t want to follow the rules and policy! How about you Alma stop telling people lies and stand up to what I said from the start and listen to what I have to say and investigate before you call me a layer! I have spent a lot of money at this place and I have recommended to other people ! But no more !!...