We stopped in and wanted to check it out and in the process bought a candle holder made out of a barrel stave. It was too big to take home with us, since we were flying and they offered to ship it. Two weeks later, when we still hadn't received it I called.
Their wine might be terrific, but it takes more than that to build a great brand, especially in today's market. I was told they had been very busy at the vineyard and my purchase had "just been picked up by UPS today." When I suggested that wasn't very good service I was asked if I wanted my money back. First, how could they do a refund if it really had been shipped and second, why even ask that?
So, as I sit here and wait, there's at least one person at M Cellars who needs a lesson in customer service. I've written six books and thousands of posts on this stuff - it takes so little to neutralize an upset customer...and all she had to say was,
"I'm really sorry, we were busy and your order wasn't shipped on time. It's on its way and you should have it by Thursday."