Chris Grubb
Well-Known Member
- Joined
- Aug 21, 2018
- Messages
- 88
- Reaction score
- 18
Does anyone order from them? I placed one order and had a fine experience, but recently placed another and was less than satisfied. Ultimately they somewhat made it right, but a little disappointed in the customer service. Didn’t know if this was a good place to order from on a regular basis or not.
For those interested, the issue was:
I ordered supplies for my next batch of beer. I ordered a white labs liquid yeast and paid an additional dollar to include an ice pack. I went home at lunch to be there when the UPS truck arrived to put said yeast pack in the refrigerator immediately since the temperature was in the mid 80s. I opened the box to find no ice with my yeast, and the package of yeast was warm to the touch and the plastic pouch very expanded. When I contacted them, the first person said they would refund my dollar for the ice pack not received and talk to the warehouse. When I asked wouldn’t the yeast be replaced, I was told, no it would be fine and just make a starter for it. And as long as it doesn’t get over 120 degrees it would be fine.
My response was it was nearly 90 and I didn’t know where it had been or how long it had been in a ups truck and it may have gotten over 120 for all I know. Again I was told it would be fine, and if it didn’t work let them know and they would refund me. I said I didn’t want to waster a whole day brewing and $40 worth of grains for bad yeast. Then I was offered a replacement yeast if I would cover shipping, which would be $16. Why should/would I pay $16 for a 7 vile of yeast when it was their fault for not shipping as I ordered it. I asked to speak with someone else, who told me ithat was their policy, and yeast was much more resilient than we gave it credit for but offered to send me either a new vile shipping Tuesday, or a similar dry version that would ship out same day. I chose the dry version
For those interested, the issue was:
I ordered supplies for my next batch of beer. I ordered a white labs liquid yeast and paid an additional dollar to include an ice pack. I went home at lunch to be there when the UPS truck arrived to put said yeast pack in the refrigerator immediately since the temperature was in the mid 80s. I opened the box to find no ice with my yeast, and the package of yeast was warm to the touch and the plastic pouch very expanded. When I contacted them, the first person said they would refund my dollar for the ice pack not received and talk to the warehouse. When I asked wouldn’t the yeast be replaced, I was told, no it would be fine and just make a starter for it. And as long as it doesn’t get over 120 degrees it would be fine.
My response was it was nearly 90 and I didn’t know where it had been or how long it had been in a ups truck and it may have gotten over 120 for all I know. Again I was told it would be fine, and if it didn’t work let them know and they would refund me. I said I didn’t want to waster a whole day brewing and $40 worth of grains for bad yeast. Then I was offered a replacement yeast if I would cover shipping, which would be $16. Why should/would I pay $16 for a 7 vile of yeast when it was their fault for not shipping as I ordered it. I asked to speak with someone else, who told me ithat was their policy, and yeast was much more resilient than we gave it credit for but offered to send me either a new vile shipping Tuesday, or a similar dry version that would ship out same day. I chose the dry version