Napa Valley – Customer Service: The Good and The Bad
A Little Background
Customer Service in Napa Valley has generally been above criticism. The Napa Valley wine industry represents roughly $2.3 billion in revenue yearly. One of the inherent issues with the wine industry is trichloroanisole, a chemical compound that can alter a wine’s flavor, scent and aroma or “TCA” found in cork. This pesty and persistent mold in corks has been greatly eradicated but on occasion it does happen approximately between 3-5% of the time. I have been fortunate in buying wine from all over the world. But most purchases for 50 years have come from Napa Valley and would not like to begin to total the amount and number of wineries. Suffice to state it is significant. During this time, I have been fortunate in having only 5 or 6 bottles that have been corked coming from Napa Valley. On those rare occasions I have simply contacted the winery and have had a bottle substituted. A straightforward transaction.
I have prided myself on only writing positive wine reviews. If a wine meets close to the bullseye of the intended tasting characteristics of the varietal, I am happy to provide a review and generally talk about the winery, the wine being reviewed and a food and wine pairing. If the wine is “off”, for example with “Noble Rot” or Botrytis or BRETT, I inform the winery, pour the bottle of wine is poured down the drain and end of story. I often will have a professional winemaker provide a second opinion if in doubt. My target is generally small and boutique wines and wineries for my writing. However, I am also a collector and have purchased from many “large, well-known wineries” that produce excellent wines. I also have purchased from focus and high-end wine shops over the years.
The Positive
Photo ©Michael Kelly
Over the last twelve months I have opened two older vintages stored in prime cellar conditions for the last 30 years in optimum temperature and humidity conditions. Last week I opened a 2005 Silver Oak Napa Valley Cabernet Sauvignon. It was corked. I sent an email off to their “customer service desk” and the next working day called to confirm they received my email. I spoke to an engaging and helpful person named Ann. She had just received the forwarded email and read about my background as a collector, current wine judge, Founder of International Cabernet Franc Competition, published national wine writer, etc. So, my background and credentials were understood. I outlined the event from the weekend opening this bottle for a special occasion with my wife. Unfortunately, the bottle was affected by TCA and the cork reeked with the smell of gym socks after a football game! I had kept the greater portion of the wine sealed and the cork in a plastic bag should they want me to send it back to them. While Ann did not have a replacement 2005 Napa Valley Cabernet Sauvignon, she was quickly apologetic and offered to send me out a replacement bottle of the current vintage. Simple and the way I anticipated a good customer should be treated in such a transaction/issue. I got confirmation of the impending shipment the next business day from Silver Oak. Bravo Silver Oak for hiring the right person in Ann, having a customer service organization worthy of your reputation and confirming why you are an outstanding winery besides just the wine.
The Negative
Again, I have yet in 15 years of wine writing, written a “negative review” but this has been a sore spot for months and the above excellent example exasperated and contrasted how it should be done. And thus, the reason for this story being written and coming to light.
Photo ©Michael Kelly
Back on September 5th 2023, on another special occasion, I opened a 2011 Beaulieu Vineyards Georges DeLatour Cabernet Sauvignon and it was corked. Like the above story incident, I sent an email the next day, September 6th to the appropriate personnel at the winery. I called a couple days later as I did not get a response. Then fully 12 days later, I sent another email as still had not heard back with a response. I then called their customer service personnel. She was very pleasant but had to refer it to her management for direction. She mentioned that someone would be back to me within a couple days. Another week went by, and I called the person again. She was aghast that no one had contacted me, and I was given a name of the Tasting Room Manager who would assist me. We finally spoke and having outlined a similar story about the wine being corked and having previously the same vintage on April 26th, 2023 (I keep a logbook of all wines tasted with personal notes and my scoring), which was very good and enjoyable, stated he would be able to help me. However, this optimism was soon crushed when he asked if I had the receipt of when or where I purchased the wine if not from the winery. Having moved twice since purchasing the wine and generally not in the habit of keeping the receipts, I mentioned no I did not. He boldly stated it was their policy not to replace wine that was affected by TCA even if I sent the cork and remainder of the bottle for their labs to test!! While offering me a “free tasting” next time I happen to be in Napa Valley did nothing to remedy my loss of the wine.
Now this was the first and only time out of the 5 or 6 times in 50 years having requested a “new bottle” that I was not accommodated and asked for what I believe is an odd requirement to have the receipt for a wine purchased some ten years prior.
The Conclusion
Wine corks having TCA percentage has come down rapidly with new technologies detecting in advance the mold/fungus and wineries using synthetic, plastic or hybrid corks (pieces of cork) is all very positive in curtailing this issue. Some say today it now can be as low as 1%. In the meantime, especially with these two contrasting ways of solving a simple issue, I will continue to support and keep in the cellar Silver Oak Napa Valley Cabernet Sauvignon. As for Beaulieu Vineyards and their generally excellent Georges DeLatour Cabernet Sauvignon, you have seen the last of my support on your horrible customer service. This recap of the corked wine will not cause them to file bankruptcy or cause any ripple in their operations. Maybe, just maybe a few of the thousands of readers of this will consider your poor customer service and will also select a Cabernet from another vendor. So, you Beaulieu Vineyards should understand that consumers, collectors, wine writers and others have choices and will make those choices not only on the quality of wine, but how a winery treats their customers.
Photo ©Michael Kelly
My personal recap is over, and I will be happily drinking a wonderful Cabernet Sauvignon this evening from one of the better wineries of Napa Valley who value their customers, as I have plenty to choose from!
Sláinte,
Michael