Stag's Leap Wine Cellars — Attraction in Yountville

It’s sad to have to write this. We’re gutted.

As a background, we used to be members (cask23) of Stag’s Leap until about 4 years ago. At this time, we enjoyed their great wines and their most relaxed atmosphere that didn’t smack of pretension but could have done so given the quality. A highlight of our calendar was picking up our shipment; going up to the winery and seeing the staff who we got to know really well.

The winery has tanked. It has changed completely, beyond all recognition and for the worse. It is such an awful shame. I wonder if it’s under new management who have taken it off in a different direction..? This is the only explanation I can think of.

I took my wife and daughters here for a Mothers’ day treat. It all went wrong from there.

“Concierge” was extremely rude and talked down to us. It was clear we were judged as we entered through the door (was it that we had kids? clearly we’re trouble; maybe we weren’t wearing the right clothes either..?). Her tone changed as she talked to me compared to the previous people who were clearly the “right” clientele.

I had the audacity to ask if we could sit outside. “No”, was the abrupt answer. “May I ask why?”. This took her aback, and she had to think of a reason. “Because we don’t have enough staff” came the stiff response. (Not enough staff to let people sit out on their patio on this beautiful day? They’ve seriously misjudged that one!). However, that was clearly a falsehood: there were plenty of people already on the patio drinking wine. Again, clearly we were not welcome, and it was evident that it was more about who she thought we were.

Forget about enjoying a nice picnic. Ha! [This used to be one of the best things about the winery. We were always told in the past — “Sure, of course you can bring a picnic; we love having families enjoying picnics here”]. Not any more. I was practically chastised for even mentioning the dirty word “picnic”. Forget that one I guess.

Forget about purchasing and enjoying a bottle of their wine in their grounds. Now you must purchase only a tasting (now $45, whoa). Oh, you can take bottles home, but don’t even think about asking if you can enjoy a bottle any more. Again, this was clearly a stupid question to ask and I was quickly put back in my place by the “concierge”.

Their Merlot is off the menu and replaced with some inferior options.

Dogs are no longer welcome; we don’t have a dog any more and we weren’t trying to challenge this. However it is testament to just how different this place has become. A far cry from the days when the staff used to love petting our black lab who lay beneath the table in the Silverado sun as we enjoyed our Fay.

Families are no longer welcome, for sure. This place is not set up as at all family friendly any more. Clearly we were seen as a nuisance.

You’ll need a reservation or you’ll probably wait. I guess this is completely deliberate to try and give the image that their wine is worth waiting for. [Perhaps if they hired enough staff they could even fill some of the numerous empty tables..?]

We loved this place before — we seriously did. Sadly, Stag’s Leap has gone seriously downhill as it has changed.

It’s recently built new tasting room is sadly indicative of their pretentious self-elevated image they are clearly trying hard to project. For anyone that knew this winery before it went this course, you will be just as heartbroken and...

What a huge disappointment. I used to be such a fan our their wines (even did a MBA project on a new wine concept for them.) In short, don't go here unless you want to be poorly treated by a bunch of staff that sizes you up and judges you from the minute you drive on the property. There are plenty of other wineries in the area that are happy to earn your business. Stag's Leap doesn't seem to care. If you're planning a trip, do yourself a favor and skip right by them.

Here's the long story: I arrived here Sunday to celebrate labor day with a few friends. My girlfriend and I called in advance to make an appointment, but we're told by the staff one wasn't necessary. We showed up around 2PM and from the minute we walked into the tasting area were met with an unbelievable amount of attitude, snobbery and condescension from the wait staff. Aaron, the Tasting Room Manager, first walked out to our party and asked "If we had a reservation or had been told it was OK to show up with a group of 8." (We called twice before, including once the day before.) After we explained our case, he said he could accommodate us. (Mind you, this was said with the most begrudging of attitudes.)

Another waiter gave us a cursory introduction to the tasting menus, after which we were served our first tasting. Aaron approached me at this point as I was touring the inside of the tasting room and told me he was going to ask us to leave, as some of the wait staff had complained about certain members in our party. I asked what exactly was done or said to have this reaction without warning, and Aaron just repeated that some of the staff had said some members of our party were "overserved." Aaron then asked me to call our limo ASAP and get "your party off of the property." I tried to make our case and get off with a warning, but Aaron and his manager Mel were standoffish and offered us a tasting the following weekend. I explained that this was an empty offer, since he surely knew that almost no one (especially out-of-towners) could take them up on the offer. Apparently not many people call them out on this, since he didn't have a good response to it. By this point our trip was pretty much ruined and we decided to cut the weekend short and head back home.

In order to at least make it seem like the winery cared about ruining our day and try to calm the frayed nerves in my party, I asked Mel if I could buy a bottle of wine for the road and just tell my group that the winery gave it to us for the trouble. He declined and said he couldn't. I asked him why he wouldn't be able to sell to me, since I was clearly utilizing logic beyond what someone who was overly intoxicated could. I didn't get a very good explanation or response from him, so I cut my losses and decided to leave.

After waiting in the parking lot (in 90 degree heat) for our limo for 10-15 minutes, our limo finally arrived and we left, vowing to never return to Stags Leap Wine Cellars. In my opinion, there are much better wineries in the area that would be happy to have your business and treat you respectfully. It was those other places that earned $2-3k of our...

My issue is with Stag's Leap customer service, which is non-existent.

My husband and I have been to Napa multiple times.  I love Napa cabs, however I have never found a Stag's Leap that I love.  I decided to setup a visit last time we were in town, mostly because their wine really helped put Napa on the map. We visited the winery on 10/21/2022. The tasting was fine. It was somewhat unorganized when we checked in, even though we had reservations. The highlight for us was their Chardonnay, surprisingly.  Even having their high end cabs, I still didn't love them.  Nonetheless, we purchased about $500 worth of wine.  Our host was great.  He let us know that the wine would arrive at our house the following Thursday, the 27th. I said great...I will plan on being home for the delivery. My card was charged on 10/24 and I got an email receipt, so I assumed everything was on track.

Come the 27th, no wine arrived.  I was frustrated, since I had planned on staying home most of the day to receive it.  I emailed customer service that evening to see if they would send me an update or tracking number.  I waited all day Friday, still nothing.  Over the course of the next  7 days, I have emailed customer service 4 four times, replied to the email address that sent my receipt, called their customer service team twice (and promised a call back which never happened), and sent Facebook message inquiries twice.  I haven't not received a SINGLE reply to any of my inquiries.  It has been two weeks since my card was charged.  I have no wine, no tracking number, and no reply from anyone at SL.

There are so many better wineries in Napa with better wine and SUPERIOR customer service.  GO THERE.  Most wineries send thank yous, greeting cards, and small gifts for their good wine purchasers.

I hope this isn't their normal customer service practice.

EDIT: 10 more days have gone by. I was told there was an error in the tax amount they charged me. Once resolved, someone would reach out to me. That was 10 days ago. I've checked in twice with no reply. Still no wine. Still no customer service. Still no idea if or when I will ever get this wine. I asked for a refund, but no surprise, no one has...