Wine Enthusiast — Local services in Town of Mount Pleasant

I wrote the following review from the EuroCave Pure M I bought 3 weeks ago and they delete it from their website. It reads like this:

The ordering process was very good, using the website and them talking with a sales agent over the phone and via email. 5 out of 5 in this regard.

Delivery was faster than I expected, around 1 week during the Christmas celebrations, it came well packaged and they placed in the location I wanted, the delivery guy instructed me not to plug it in after 48 hours has pass. 5 out of 5 for delivering.

The EuroCave Pure M is a very unreliable product, it has a huge fluctuation of temperatures inside which is a killer for fine wines in the long run. The temperature on the bottom is 3-4 degrees lower that on top, so you should put it at 56.3°F to have around 53°F on the bottom (which by the way is the more stable zone of the cellar, the bottom racket and the lower 4 sliding shelfs). In the middle of it is only 1-2°F lower than on top, but the real problem is the following:

I have it now set at 56.3°F, the compressor starts when it goes all the way up to 58.1°F and keeps working for around 35 minutes until it reaches the set temp (stop at 0.2°F below - 56.1°F) but it keeps on dropping the temperature as low as 55.2°F on the top shelfs. This happens because the way the EuroCave designed the cooling system, which is by freezing the back panel and then it dissipate slowly throughout the entire cellar with the help of the extractor (sucking ventilator) on top. So until this point we have temperatures as high as 58.1°F and as low as 55.2°F on the top shelfs making a temperature variation of 3 degrees every 1:30 hour. Since air changes temperature easily and quicker that liquid, what is supposed to change inside the bottle is only 0.3°F. But I have done some testing by placing a bottle with a thermostat inside it, and the reading has gone from 51.3°F to 54.5°F which is a ±3.2°F.

The mayor fault of this cellar isn't the different between the top and the bottom, that's perfect since the bottles on each section will have or should have a constant temperature base on their location. The big deal is between the back section of the racks and the front, the front is way more stable, I will say it's the way the whole thing should be, but the back racks are obviously very close to the back panel, and when the compressor start this panel freeze, hence the temperature on the last couple of inches drops as low as 43.1°F giving a huge temperature variations to those bottles.

Another issue is the reading of the Humidity, it reads around 15% lower than it really is.

Capacity, most fine wines' bottles are bigger in diameter than cheap bottles from the liquor around the corner, I will guest than most of the people buying or looking for this type of cellars are collectors or enthusiast having quite a few great wines, well those bottles will only fit 10 on each shelf instead of 12 as advertised, so it will be a capacity of 20 less bottles than initially expected.

Another topic on fine collectible wines, due to the huge temperatures variations I haven't place my Petrus, Screaming Eagle, Opus Ones and few others inside this wine-killer matching. I keeps those inside my older electric-thermal cellars, these type of equipment keeps a really constant temperature since there is no compressor involved.

I called costumer services to report all these issues and they found a solution for the difference in humidity' readings. But suggested me to write them an email for the others (more important issues) which I sent on January 4th and have not received an answer/solutions until this day...

Conclusions; unless this is a defective unit I won't recommend it at all, having so many options for less than half of the price of this product I will definitely buy 2 from the competition, instead of having this unreliable machine. The feel is great, it's nice looking but it will kill your wine in the long run, in 10-15 years from now I won't be able to make them responsible for the deterioration of my high...

Let me first start by saying I was in the market for a high-end, quality, long lasting wine cooler. I had selected the EuroCave Premiere M and added it to my cart. A few days had gone by, and I had received a phone call from Wine Enthusiast. Deano or Deno left a very nice voicemail on my phone. A few more days had gone by, and I was ready to pull the trigger on the EuroCave. Mind you this is a $3200 unit that comes in at close to $3,600 with tax and a $199 shipping charge. The order is placed with Deno on 12/15/2022. On 12/26/2022 I decided to call customer service and find out the status of the wine cooler as I have not received an email or phone call since placing the order 11 days ago. I was in no rush as I knew it would not be here before Christmas. The customer service gentleman could not get an update while I was on the phone, and stated he would need to contact the warehouse, so he made a note and was going to call me back later that day with an update. No phone call or email was received. On 12/28/2022 I called back to customer service looking for another update and to follow up from my previous phone call. The woman who answered the phone was very nice and cordial as I explained the situation and that I was not called back as promised. She too did not have an update and could not produce one, so I was told she would contact the warehouse to get a status update. I made it clear that I want an update no matter what the reason – things happen, mistakes happen, I understand. She was adamant that I would receive and email on Tuesday 1/3/2023 as their warehouse was closed or off for the holiday weekend. Not a problem. Today, 1/3/2023, I receive no email as promised. So I decide to call customer service one more time to get a status update. 45 minutes on hold waiting to talk to someone, mind you the wait cue said 10 minutes, the music stops, and a voice comes on and says something along the lines of ‘we are now closed and customer service cannot take your call” and I proceed to get disconnected. So, I call back and get in the same cue and wait. This time another 30 minutes passes before a gentleman answers the phone. He takes my order number and verifies my information, and told he just received an email from the warehouse about my order and that I should have tracking information by Friday. I explained my frustrations with him and how this should not be this complicated to get an update, and how does an order that say “In stock” not ship out until 3 weeks later? (Hell, who knows if anything will ship as I have not received any confirmation yet that what I ordered is coming.) I am back in the same position as I was before – waiting for an email, or phone call from the shipper. That’s it! Not one single customer service representative offered to make this right, or at least improve the situation. I did not buy a $400 wine cooler, I spent close to $3600 and I wasn’t offered anything to make my experience better. You could have waved the $199 delivery fee, offered me a discount on an upgrade to the larger model, you could have even refunded anything off the purchase price. Nothing. Nada. Zilch. This has been my first and last purchase with Wine Enthusiast. If you are in the market for a high end wine cooler (or anything wine related for that matter) I suggested looking at other retailers first. Deno you get an A, customer service...

Such shockingly bad customer service that it's surprising to me that they remain able to sell to new unsuspecting customers. I bought two off the top of the line Eurocave wine fridges and all the sales process went well. The problem began once the fridges were delivered.

Wine Enthusiast (WE) had said that the delivery service would install all the shelves and remove all the internal and external packaging. The delivery guys said that wasn't true and they would put the fridge where I said on a main floor and remove the outside cardboard only. Everything else was left to me to do. In so doing, I found that each of the two fridges had shelves that were broken and wouldn't operate correctly. Additionally, neither fridge would even turn on. That turned out to be a known issue that the power cords sometimes aren't plugged into the fridge's socket. It takes removing the back of the fridge grill assembly to connect the power cord. If only the rest were that simple a fix, I would have likely just ignored the poor quality assurance.

I immediately emailed the Wine Enthusiast point of contact who told me the transit supervisor would be reaching out to me that day to get this resolved ASAP. In parallel, I contacted their customer support line. I waited on hold for about 10 minutes and then pressed the "*" key, as instructed, and got the message that I would get a call back when my place in the queue came up. I didn't get a call back for another two days and then they just left a voice mail and I had to repeat the same process. I only did that twice before abandoning efforts with customer service.

The transit supervisor said they were dispatching a crew to repair the shelves. I got a call from that service and we set up the appointment. They were a no-show with no notice. I reached out the WE contact and the transit supervisor. No responses to any of my emails so I finally wrote this a few weeks later:

"I haven't seen any replies to the multiple emails I've sent to you both or to you individually. If you're working on trying to find a way to fix the two wine fridges that I bought and arrived damaged, please reply and let me know. Otherwise, I'll assume Wine Enthusiast has decided to not support its product and delivery process and I'll have to deal with the situation without WE assistance."

I never got a response to any of the emails begging for help. I was finally able to get a hold of the service that does these repairs and arranged a repair. Some 52 days after the ordeal began, I was finally able to get the shelves repaired. However, it is now clear to me that there is no support available should anything go wrong with these...