"In a nutshell: keep moving, there are far better places on the Internet to order wine.

I placed an order on Tuesday, February 17th, for a wine listed as in stock that I wanted to serve at a dinner party on Friday, February 21st. Since it was only a few days away I opted for 2nd day air delivery. I expected the wine to be delivered on Thursday, or worst case on Friday.

The wine had not arrived by 10:00AM Friday so I called the number listed on my order confirmation to find out what was going on. I was told I had reached the retail store and the Internet department was closed. He confirmed the wine I requested was in stock but he had no access to Internet orders and he had no idea whether the order had shipped. I was told a message would be left for the Internet department and someone would get in touch with me on Monday.

On Monday, February 22nd, I called the store again at 1:00PM and spoke with someone else, who was also in the retail store and who also said he would leave a message for the Internet department. I called back at 3:30PM and was told the Internet department was closed.

Finally today, February 23rd, I received an e-mail from Tim F. Rooney, Vice President of Internet Operations for Dotcom Wine & Spirits. In it he said the vintage I had ordered was not available and asked if I wanted a different one they did have in stock.

First, if you're an Internet operation how is your "Internet department" closed for two days? Second, why do you let someone order something with 2nd day air delivery and never tell them that you are not going to meet that expectation? And finally, how can you not know your own order process asks a question that has already been answered, then proceed to ask it again?

The utter lack of communication or concern is what turned me off most. Had they simply let me know my order would not arrive within the two days I requested -- and paid for -- that would have helped tremendously. Turning around and asking me a question I had already answered really showed how out of touch they are, and how horrible their service truly is."