Filed
Worst Customer Service
I've never been so disappointed in a customer service experience in my life. I placed an order for a friend's wedding gift—carefully designed and paid for engraving on two sides of a bottle, received proofs reflecting and re-confirming engraving on both sides. Not only did they not ship the order when they said they would, and I had to call multiple times to get it finally sent, when it did arrive, the item missing half of the engraving. After issues getting in touch with customer service, Steve finally told me that the only option was a $30 refund on the missing engraving—insisting that I got what I ordered and that the order was not incorrect "just missing a piece." This is an order costing hundreds of dollars. I ordered was a champagne bottle with engraving on both sides and that's not what I received, and I did not get what I ordered. I asked for a manager to call me and was told that they wouldn't speak with me and he refused to connect me to a manager or provide a phone number. I've had multiple wonderful experiences with engrave my wine in the past, but never again will I be using them. UPDATE: The bad experience got worst, berating me over email for having the audacity to leave a 1-star review for their error and poor handling.
Filed by Alyssa W.
Reply from Engrave My Wine· Oct 1, 2026
Unfortunately, it's not enough that both of your orders received complimentary overnight air freight, and priority processing because you had a deadline to meet, and that everything was executed perfectly. The only exception is that the BACK side of the 2nd bottle was left off. It's unfortunate that this occurred but these things happen. So, we immediately refunded you for the missed engraving add-on service and offered to engrave another bottle for FREE for you, so long as you paid for the bottle and shipping. Nope. You stomp your feet. Puff up your chest and declared, "my order is useless. It's worthless without this secondary engraving... and you must immediately redo my order, the WAY I WANT IT, AND overnight it to me, or else I will call my credit card company and write a bad review." I am sorry that you feel this way. But you can't ask for a new steak just because the side of coke was left out. I'm sorry but that's unreasonable. Again, I apologize that this occurred to begin with because this is obviously a very important gift for you. I am very sure that the recipient will still love it as there's no indication that anything is missing from the gift itself. "After having multiple wonderful experiences" it's very unfortunate that you chose to go this route after merely encountering your first ever issue with us. No positive reviews though and not a single nice thing to say? After incurring substantial out of pocket expense to upgrade your orders and read this kind of objective nonsense, we too, decline to have you as a customer and, politely, ask that you take your business elsewhere.