Torrey Ridge Winery — Attraction in Town of Torrey

We are a group of couples / friends in our late 30's and 40's who planned a trip to stay on Lake Keuka, rent a limo bus and tour tour the Seneca Wineries on 10/22. Two weeks prior to our event, I planned our itinerary, scouting the net for which wineries we would like and to make reservations (we are a group of 11) at the ones who require it.

Torrey Ridge and Earle are sister wineries occupying the same building. I could not find any requirements for reservations on their website, but did see a note on the Finger Lakes Tourism website that indicated reservations were required at Torrey for groups of 12 or more. Being that we were under that limit, I did not need to call, however, being the planner that I am, I did pre-call the wineries selected for our itinerary to ensure we would have a smooth trip. When I called Torrey the day before our arrival, at 3:36 PM, no one answered the phone. I called back at 3:38 PM to ensure that I did call the right number and again, no one answered.

When we arrived at 11:15 AM on 10/22 we were rudely greeted at the door by an older woman asking if we had a reservation. The members of our group referred her to me and I told her that we did not need them, as there were only 11 and I did call. She immediately (and quite rudely) cut me off mid-sentence and said that we could not come in and that we aren't the first group she turned away today. I tried explaining I did call and she called me a liar, saying that she always answers the phone and there is no way I called. It wasn't worth arguing with this woman, even if she acquiesced, there was no way any of us were going to patronize this establishment after being greeted like that!

What type of business turns away responsible, adult, paying customers? The attitude immediately turned our whole group off instantly and we will never patronize this business. There were only two other vehicles at the winery, they were not busy and we DID call even though we were a smaller group of guests who would have needed to make reservations.

We are a group of professionals who deal with customers in our own businesses and were flabbergasted at the way we were treated. I cannot comment on how their wine tastes, since we weren't even allowed through the door. I wonder if it matches the sour attitude of their staff?

We went down the road only a few minutes to Ashley Lynn winery, with no reservation. We were greeted pleasantly, given more samples than anyone would ever expect. The family member staff even carried our purchases to our limo for us! And they threw in two bottles of wine for us to enjoy on the limo!!! Needless to say, their kind attitude and wonderful customer service won all of us over as life-long customers and we bought six...

We had a group of 12 girls out for a bachelorette party. Our reservations were made at least 3 months in advance. We enjoyed our first tasting in the main room, and several of us left with multiple bottles of wine! However, we were under the impression that our tasting fee - which was DOUBLE (10$) the other surrounding winery fees (5$) - covered TWO tastings - one in the winery and one in the meadery. When entering the meadery, I was told that we had no reservation. I immediately asked to speak to a manager, and she that it would be an additional 10$ per person to taste in the meadery. I explained that I had a reservation, we just tasted at the winery portion, and that at no time, via email or the multiple phone calls I made to confirm our reservation and our guest count - were we made aware that this fee was for ONE tasting and that the meadery was a completely separate fee. I stepped outside to discuss with the bride the situation, and that we'd have to pay (again!). She also stepped inside to speak to the manager and the bride agreed to pay 10$ for all of us to taste in the meadery. The manger then said she didn't feel comfortable letting us in for a tasting. We were very respectful, calm so hearing this made us frustrated and eager to leave and not give this location any more business.

I wouldn't recommend tasting at this winery - the wines are delicious however the customer service and management need a lot of work. I cannot speak to the meadery's flavor or selection because we were turned away. To turn away 12 customers, who already spent over 300$ in your winery is not only a bad service move, but a poor business move as well. There are now 12 respectful young ladies who enjoy good wine and good company who will no longer recommend tasting at your facility.

My suggestion for the facility is to reeducation your staff on appropriate customer service and clear communication in store and over the telephone. Also, it is important to update your website as it isn't clear anywhere that there are two separate fees. If it says " 2 great tasting rooms, 1 amazing location" on your website, consider rewording this to ensure your guests know that there...

We had a group of 12 people celebrating a birthday. An employee approached our table, shoved her cell phone in my friend’s face, and said the owner wanted to speak with her. They were accusing her of breaking a toilet lid and demanded her personal information. We are a group of professionals that are directly involved in customer service and I was appalled at the level of disrespect the staff showed. My friend tried to explaining to the owner directly on the phone that the toilet lid was already broken but they totally disregarded what she had to say. The staff then proceeded to publicly shame our entire table. I would not recommend this establishment as we had visited several other wineries in the area that day and had a wonderful time at each (Ventosa Vineyards, Three Brothers, Fox Run, etc). I suggest in the future gathering all of the information before making such...