Love MoreBeer, but...

[Buttwidget]

I've ordered from MoreBeer a number of times and always had great service. This time, though, somethings a bit different. I ordered a couple things almost 2 weeks ago and the order still hasn't left. As a matter of fact, I had to double check that I didn't order an ass because the status has been "Being Picked" for over a week.

Nothing too fancy on the order, a dual stage Ranco temp controller, some ferm cap, and a 6.5 gallon hooded thermowell. Like I said, I've always had good luck with these guys, but having my order sit there for that long with no information is frustrating. I can't be fucking around, I have beer to make.

I've ordered from Midewest Supplies and had pretty good luck, although I received a damaged gauge once and another time the order was checked/signed off by "Ben Dover" in the warehouse. Didn't make me feel I was getting the best deal.

Northern Brewer a few times with good success.

How about the BN Army. What kind of luck have you guys had with mail/internet ordering? Any good stories?

~widget

[snowcapt]

Have you thought about contacting them? Sometimes things are on back-order and sometimes things get lost between the cracks. They are human, and humans do make mistakes.
Shoot them a nice message and I bet they get back to you rather quickly.
Good luck.
Just remember, Stress makes yucky beer. Anger makes it even worse.

[Buttwidget]

No stress or anger here, actually I was planning on calling them today. They've always been great, and I'm assuming that the delay is due to their having to build the Dual Stage controller.

The flip side is that businesses have to work harder to keep customers happy in these connected times. Between the lousy economy and the ability for messages to be heard by large swaths of the business's target population it pays to be communicative and make customer service a priority.

I'm actually interested in other people's experiences with some of the businesses out there, I bet there are some pretty comical stories. I had someone at a LHBS tell me that bugs in my grain (purchased from him an hour prior) were fine and that I should freeze the grain to make them go dormant. While fine (it was for a wheat beer, and I'm sure those bug protiens were important to the beer), I was more concerned that he didn't care about the infestation at his store. Needless to say, I changed stores.

[andy77]

Whenever I've called them, it's always been a good experience.

One thing I do know is that they've been getting really busy this last year. Super Saver Shipping used to go out same day, now it's taking several, so I now order 3 day ups if I'm on a schedule.

[Buttwidget]

Yep, called them and waited on hold for 10 minutes to speak with someone. Once I got through everything was very quickly cleared up. Evidently the anti-foam was out of stock and I was sent an email asking me to choose an option. It must have gone to my spam folder, the gentleman said that it happens a lot.

Long hold time and having a known issue with spam filters were a thumbs down, but the service level once I spoke with someone was excellent. I'll continue to order from them just for the fact that they are a BN sponsor and provide fair prices for high-quality stuff.

I'm sure they are victims of their own success, and the current economic climate isn't conducive to hiring more staff, but I bet they get it figured out soon.

~widget

[snowcapt]

I love a good happy ending.

[scotchpine]

I have ordered online frome MoreBeer, Willaims Brewing and usually Northern Brewer, as well as KegConnection. I have had nothing but awsome service from all of them. Any ?? I have sent by email have been quickly answered. I also love how 3B will let you check the out of stock item and they will email you when it comes in. Although, this is what I think your looking for: My LHBS has 3 locations not very close together and 1 phone # for all. A few months ago I called to order some premilled grains to pick up after work ( 30 mins away and 60 from home ). I don't know what happenned but when I got there they were closed that day. I called and got the other store, out of town, and they had pulled it there. I could'nt go there and had them ship it to my home. It came very quickly but when I looked at one of the bags of grain it said FB. I had ordered 2lbs flaked rye and when I called the guy who pulled it, he said it probably was flaked barley, and just his mistake cause that's what they sell a lot more of!? Out of ti me,I went ahead and used it but was not the beer I had in mind. Overall, I still like the place and the guys that work there and I still just spread by business around.

[MNHazmat]

I've ordered from B3 several times without issues. I did have a problem with a temp controller probe once and the issue was resolved over email in about 5 minutes. Same praises for Midwest and Northern, however I am lucky enough to be within 20 mins driving distance of both of them.