Beyond the Bottle

Finding a new wine to enjoy can seem like an endless search for the holy grail: one may be too dry, one too sweet, or one may be too dear for frequent enjoyment. Luckily, the dedicated recommendations team at Wine.com makes it easy to find your next favorite wine: the experienced professionals, all with credentials in the industry, help guide you through every step of the process. Or, if you prefer to keep your longtime favorite on hand, the team can make sure you never run out.

Founded in 1998, Wine.com is the nation’s leading online wine retailer, offering selection, guidance, and convenience not found in brick and mortar stores. Created by Michael Osborn, now Vice President of Merchandising, under the name eVineyard.com, the small Portland-based company acquired the domain name and assets from Wine.com in 2002 and has continued to grow. The company provides its customers access to the world’s largest wine store, with live chat wine experts available seven days a week on its mobile and desktop websites. With multiple fulfillment centers and the most sophisticated retail wine distribution network in the United States, Wine.com delivers in one to two days to most locations, offering date-certain delivery and the convenience of shipping for pickup at over 2,000 FedEx Office locations.

Osborn advises wine connoisseurs to check Wine.com for selection far beyond what is offered at local bottle shops. “Without physical space limitations, Wine.com can offer a selection with breadth and depth unlike any brick & mortar store,” he said. “Our job is not to be a gatekeeper for consumers, but an enabler for wine choice.” Wine.com offers over 12,000 bottles in its online shop, and offerings range from widely available brands to more unique collector items, with a range within variety far beyond what traditional stores are able to stock. According to  Rich Bergsund, CEO,  Wine.com offers “selection, guidance, and convenience,” he said. “Wine.com offers customers the nation’s largest selection of unique wines, with over 10,000 unique bottles available in the majority of our market.”

The information offered on Wine.com is able to help even a novice make an informed purchase. “Beyond offering the largest selection, we go deeper in our content than anyone in our industry. Winemaker notes, current and past professional ratings, customer reviews, most popular lists, about the winery, region & varietal, map-  it and informative bottle tags with every shipment,” Osborn explained. “This is where technology helps – customers are able to access advanced search, filter & sort, your virtual cellar and recommendations driven by your past purchases.” The site combines the advantages of a computer database with the knowledge of your favorite sommelier to help find that perfect bottle for any occasion. The service has extended hours and availability to help customers when it’s most convenient. “Wine.com offers a live chat service that has both customer service and live sommelier assistance for shoppers 15 hours/day, 7 days/week,” Bergsund said. “We work to the needs of every individual customer – it’s ecommerce with a personal touch. Not to mention convenience – consumers can now shop the world’s largest selection of wine right from their phones with tools for browsing, searching, and filtering by varietal, region, professional ratings, and price. The mobile site offers a personalized shopping experience based on customers past purchases and wines they’ve rated.”

Shoppers are able to browse by themselves, but they don’t have to feel lost. “Online and phone sommelier consultation helps customers select wines and curate collections,” Bergsund explained. The consultation service is the perfect way to be introduced to Wine.com. Clients are able to call the recommendations team, or email them to schedule a call or even complete a questionnaire online. “The consultation will include a series of questions asking about their preferences in wine: what they normally drink, what kinds of things they like about that wine, we’ll delve into why they like certain wines and which wines they don’t like,” said Gwendolyn Osborn, Director of Recommendations & Education. “We’re trying to figure out that flavor profile that will fit by asking some questions about wines they currently drink and enjoy, and other wines they’re not a fan of.” The recommendations team at Wine.com is all trained to be able to help you find a wine that you’ll like, and they’re available via the online chat on the website or the recommendations phone line; some also work on consultations for the wine club. “The team I manage is 16 people, and they all have some sort of wine certification,” she continued.

The team asks logistics questions about price range, any varieties the client is looking for, and if the client is looking for wines to collect or wines to drink and enjoy for now. Preferences of whites versus reds are discussed, as well as whether the client is looking for six or 12 bottles on monthly or bi-monthly delivery. Shipping is an easy process with Wine.com: clients are able to select date-specific delivery, unlike other subscription boxes that ship whenever the sender is ready. “If it’s a residence, most of the time you can even specify Saturday delivery,” Osborn noted. 

For states that have FedEx delivery available, customers have the opportunity of directing their shipment to a local FedEx Office location, often with weekend or evening pickups available. “I actually picked up my own delivery from a FedEx store, because it was set to deliver on a Saturday but I was going to be away for the weekend,” she explained. “I logged into my account and reassigned it to my nearest FedEx store, and it was delivered there the next day.” Osborn stressed the customization level of the club, and the ability to adjust on the fly. “If you are starting your club, but will be out of town for two weeks, don’t worry – we can set it up to be delivered after your return. We’ll find a good day,” she said. “We make it convenient and try to work with people. Our regulations do not make it very easy, so we try to help.” Liquor laws and delivery regulations vary by state, but the team at Wine.com works to find the best solution possible. 

Even  after the first shipment is delivered, the team works to gather more information to make sure every wine shipped is to the buyer’s taste. “After a first shipment, we’ll send out a feedback form and people can give us some feedback as they drink the wines,” Osborn noted. “Did they enjoy it? Why or why not? We also ask for some feedback for next time: if they’d like to see more in one style or if they definitely don’t like one style, or if it’s summer and they only drink white and rosé, or if it’s winter and they only want Cabs for Christmas.” Clients are able to adjust their wine club delivery at any time.

Even though Osborn is the Director of Recommendations & Education for Wine.com, she still uses the service as a way to explore within different segments of wines. “I like shopping for wines in the evening, on my computer, and sort and find wines that are new or hard to find in the store. I’ll decide that I want Italian wines, and I’ll be able to say I want Italian wines at a specific price point,” she explained. “I can narrow that down and all of a sudden I have a list of eight wines that I’ve narrowed down by price point, region, variety. Or I can say I want to taste four Grüner Veltliners: no store has four of those, they pick one and that’s what they get for you.” Osborn prefers to search out wines that she may not have tried before, to continue to expand her palate. “There are very popular wines that we carry, but I enjoy being able to find wines that I can’t always find, and I like to do that from the comfort of my home,” she noted. “I don’t want to spend time in traffic: I want it to come to my door.”

Wine.com offers something for everyone – whether a wine connoisseur looking to expand their horizons, or someone looking to stay stocked with their favorites without having to leave the house to go to the store. “For the most part, it’s all about the convenience and being able to select things and take your time,” Osborn explained. With all the information available, from stories behind the wineries to information on the regions and terrior of the wines, it can be hard to get a clear picture of a wine while standing in a grocery store aisle. “It’s a better way to discover, but it’s also a great way to get what you want without having to lug yourself to the store and grab wine,” Osborn said with a smile. “It’s like why you would go to Nordstrom rather than Marshall’s: you want that extra quality and you want to know you’re getting a service and know that we’re going to be there for you, whether you want your regular case of Chardonnay every month, or you want your mixed case to explore.” She noted that regardless of what someone prefers to drink, they should find a wine they love at Wine. com – and exceptional service along the way. “People love what they love, and that’s ok. Not everyone wants a 30-year-old Bordeaux.”