WTF is up with the Brewmasters Warehouse?

[Spurtrax]

Let me just say up front I love the BrewBuilder and I am glad the Brewmaster's Warehouse supports the Brewing Network. With that said, WTF is going on?

I received my order from them today, which didn't ship for 10 days without any emails to explain why, and they left out some of my hops. I have ordered from them eight times and four times there has been some sort of issue. Once an order was delayed a month, once they forgot part of the hops, once they forgot all of the hops and yeast and once I ordered a pilsner of 12 lbs of Weyerman pilsner malt but once I mashed in the SRM was between 10 and 15.

Ed keeps telling me this is not the way they do business but it seems to me four out of eight orders being screwed up is kind of a trend. I live over 100 miles from the nearest brewing supply store so I really depend on having stuff shipped to me.

Has anyone else had bad experiences with them? Is it just me? Does using the BNARMY discount code label me as an asshat? Why should asshats get poor customer service? Is there a better source for supplies?

[HoozierDaddy]

My last order wasn't processed for 11 days. I had previously emailed and got an immediate response that they were backed up. When I finally called, they didn't know why my order hadn't shipped, but they sent it out right away. I think they are experiencing some heavy volume. My previous 4 orders prior to this went just fine. I'm willing to give them a mulligan on this one.

Let me just say up front I love the BrewBuilder and I am glad the Brewmaster's Warehouse supports the Brewing Network. With that said, WTF is going on?

I received my order from them today, which didn't ship for 10 days without any emails to explain why, and they left out some of my hops. I have ordered from them eight times and four times there has been some sort of issue. Once an order was delayed a month, once they forgot part of the hops, once they forgot all of the hops and yeast and once I ordered a pilsner of 12 lbs of Weyerman pilsner malt but once I mashed in the SRM was between 10 and 15.

Ed keeps telling me this is not the way they do business but it seems to me four out of eight orders being screwed up is kind of a trend. I live over 100 miles from the nearest brewing supply store so I really depend on having stuff shipped to me.

Has anyone else had bad experiences with them? Is it just me? Does using the BNARMY discount code label me as an asshat? Why should asshats get poor customer service? Is there a better source for supplies?

[BarefootLion]

Also someone had suggested on another post, maybe they were behind because of NHC.
The only time I ordered from them it sat for a few days, I emailed and they explained they didnt want it to ship and sit on a truck over the weekend, I got it Tuesday/Wednesday.

[Brandon]

I won a gift certificate from them in a contest and bought a regulator and hyrdometer this winter. Took over a week to ship. Cool that they support the BN, but I'm thankful I have Rebel to buy from locally. I really hope BMW turns this shipping issue around and they dont end up like Kegkits.com

[bazookazilla]

I have ordered from them several times in the past and have always been very happy with all aspects of their business. I hate to hear that you all have had bad experiences. They are one of my favorite places to buy from.

[HoozierDaddy]

As promised, I just placed another order from them yesterday, and got the notice is shipped out today in less than 24 hours.

[BrewmastersWHSE]

Let me say that I am very sorry for anyone that has had issues with an order in the past. We are far from perfect, so we do make mistakes, but we overall do a fantastic job with what we can control. We have had many growing pains over our time and some of those go back a ways and some were very recently, and I am sure that we will have more in the future despite our best efforts to prevent them.

We were pretty backed up with orders during most of June. We had a lot of volume and even more issues with our supply chain keeping up with us. Thank you, you POS LTL trucking company for not being able to get a truck to Georgia without "breaking down". It was a tough time for everyone involved. Most of that is behind us now. We were working on today's orders when we closed up shop this afternoon. We are in a good position in terms of inventory on most things that we carry and have more coming in.

As I stated earlier we make mistakes sometimes with orders. We send out hundreds of orders every week and we get around 1-3 issues with something we can control each week. We obviously can not control if something happens to the package in transit. Our current correct order fulfillment is 99.3% which is pretty good. We are have also implemented a sign off quality control set so we can find patterns if there are any.

When we do make a mistake we ALWAYS do everything we can to make up for it. We have lost a lot of money making sure that our customers do not have to suffer from our mistakes which is why I push so hard for everything to be correct the first time. Trust me when I say no one wants your orders shipped quickly and accurately more than me. No one wants the suppliers to have things in stock more than I do. For each time you as an individual has had to wait for something we as a business have had to try our best to explain and keep you as a customer happy to many individuals. Brewing is a happy thing and I like to keep my conversations with customers happy ones as well. There is nothing worse for me than to have to tell a customer that they may miss a brew day because of something related to us.

@Spurtrax - If you are who I think you are then you have been getting screwed with a far too high of a percentage of order mistakes in the past. If your last order was not shipped for 10 days then you were part of the crowd that was held up by a broken down truck. We should have emailed you. It is not anything intentional, but if and when you decide to give us another chance please let me know and I will personally make sure your orders are 100% good to go and shipped quickly. Just shoot me an email.

For anyone else that ever has an issue or a problem you can always feel free to shoot me an email directly and I will do everything I can to make sure that you are taken care of.

ed at brewmasterswarehouse dot com

I have always attacked our growing pains in a straight forward manner and never hidden behind them. We basically opened in Dec 2008 so 2009 was our first full year, we tripled in size during 2010, and we are up 75% over last year in 2011, mean while the industry as a whole is up 16%. We owe a lot of that growth to the BN Army's support.

That is a lot of growth for a small company and we have a long long way to go, but thanks to your past support and hopefully your future support we will make things even better.

We have a new version of the website launching this year which will address things like real time inventory on the website, so you will know if something is out of stock before you order it. We have a lot of new features that will make things even faster and easier to shop with us.

To answer the OP original question WTF is up with Brewmasters Warehouse? A lot of shit has been going down recently and when we were once behind the curve we are not back to being in front of it and we plan to stay that way.

Thanks,

Ed

[Fremont Brewer]

I would like to place a "Shout Out" to Brewmasters Warehouse. I placed an order from them a couple weeks ago, as well. Order was a little slow too, but it was right during NHC, so I understand that if they were behind because of that.

I searched high and low for any place, online and local, for Southern Cross and Mouteka hops. They were the ones that actually carried it and had it in stock.

Overall, I was happy, especially that they had hard-to-find hops.