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06-01-2007, 04:35 PM
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#1
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2500 gallons year to date
Join Date: Jun 2006
Location: Your Mom's
Posts: 1,884
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More Beer Customer Service
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I ordered some rhizomes from more beer and received 4 stick looking things with no buds or any root structure. seriously looked like large tooth picks. I called them and they said no problem they will grow.
They didnt, but some giant healthy looking cascade rhizoms a friend gave me did.
So as i was looking through their site yesterday and say they had more rhizoms i thought perhaps i should buy a few more. Then i thought hey, the other ones i got from them didnt grow even one inch. So i sent them an email detailing the situation and received a prompt reply about how they do not give refunds or credit on rhizomes as it is up to me to make them grow but since mine arrived and looked like toothpicks they would be more than happy to replace them. 
I even told them the intent of the email was not to get anything for free but to let them know about the product the hop farms are sending out to their customers.
Right there, an excellent example of customer service at its finest!
highly recommend B3
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06-01-2007, 04:37 PM
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#2
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10th-Level Beer Nerd
Join Date: May 2006
Location: Adams, MA
Posts: 18,893
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Good to hear. I'm shocked that they still have rhyzomes for sale, though; most other places seemed to be out of stock months ago.
__________________
Come join Yankee Ingenuity!
"I'm kind of toasted. But I looked at my watch and it's only 6:30 so I can't stop drinking yet." - Yooper's Bob
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06-01-2007, 11:02 PM
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#3
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Senior Member
Join Date: May 2006
Location: Dover, NH
Posts: 558
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I've had several nightmare shipments from them; things missing, broken, or the wrong type. But every time, one call fixed the problem with no cost to me.
__________________
I'm like a chocoholic, but for booze.
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06-01-2007, 11:17 PM
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#4
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Maniacally Malty
Join Date: Apr 2007
Location: Oakland, CA
Posts: 21,798
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i go there and get drunk sometimes so i know why they screw up orders  but they're good folk |
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06-02-2007, 03:00 AM
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#5
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Senior Member
Join Date: Aug 2006
Location: Piscataway, NJ
Posts: 19,419
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My experiences with them says they suck. The orders are never right, mixed up item, broken, short. I mean, I wouldn't want be known as the store that fixes things after they consistently screw up. Get it right the first time at least 90% of the time. Nothing like waiting up to a week for the replacement items.
__________________
BrewHardware.com
Sightglass, Refractometer, Ball Valve, Weldless bulkhead, Thermometer, Decals, Stainless Steel Fittings, Compression Fittings, Camlock Quick Disconnects, Scale, RIMS tube, Plate Chiller, Chugger Pump, Super Clear Silicone Tubing, and more!
Personal Website, All Grain Primer, Keg Polishing, etc... | Youtube Channel
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06-02-2007, 03:09 AM
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#6
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10th-Level Beer Nerd
Join Date: May 2006
Location: Adams, MA
Posts: 18,893
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I really don't think I'd buy rhizomes this late in the season; weren't they probably cut months ago?
__________________
Come join Yankee Ingenuity!
"I'm kind of toasted. But I looked at my watch and it's only 6:30 so I can't stop drinking yet." - Yooper's Bob
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06-02-2007, 03:23 AM
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#7
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Senior Member
Join Date: Mar 2007
Location: Addison,TX
Posts: 2,706
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They have been great with my orders and very good customer service.
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06-02-2007, 04:23 AM
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#8
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Senior Member
Join Date: Aug 2006
Location: Piscataway, NJ
Posts: 19,419
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I guess it only takes two bad orders to send a new customer walking. They've easily lost $500 of my money for not getting it right twice in a row.
__________________
BrewHardware.com
Sightglass, Refractometer, Ball Valve, Weldless bulkhead, Thermometer, Decals, Stainless Steel Fittings, Compression Fittings, Camlock Quick Disconnects, Scale, RIMS tube, Plate Chiller, Chugger Pump, Super Clear Silicone Tubing, and more!
Personal Website, All Grain Primer, Keg Polishing, etc... | Youtube Channel
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06-02-2007, 04:42 AM
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#9
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Senior Member
Join Date: Jul 2005
Location: Poo-Poo Land
Posts: 6,810
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06-02-2007, 08:05 AM
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#10
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Mmm...beer.
Join Date: Jul 2006
Location: Southwest
Posts: 12,350
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I think their concept of customer service is a little skewed.
They won't ship an entire order worth several hundred dollars if a single small item is backordered. That's garbage. They often make mistakes with orders and ship things like dead rhizomes. That's poor customer service if you ask me!
However, if you call them, they are usually very courteous and quick to correct mistakes. They'll even send the bulk of a big order that is on hold for a backordered item if you call and specifically ask. But...if their customer service was good in the first place, I wouldn't have to make any phone calls to make corrections.
As a result, I avoid More Beer if I can.
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