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Old 08-31-2013, 08:33 PM   #1
aeviaanah
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Default NB- Credit where credit is due

I recently purchased an order from Northern Brewer of around 80 dollars. When I received Wyeast pack i realized it was manufactured in early June. This left me a viability of 50%. I sent an email regarding my frustration- no time for a multistep starter, I'm making a lager.

They sent an email back, very fast with options of either refunding the yeast pack or sending me a new pack via overnight. They also tacked on a $30 gift card. I asked for the overnight option and if i could tack on a small items (1lb flaked corn, 1lb grain, 1oz hops) they added that to shipment free of cost.

I'm really impressed with the customer service provided by NB. Maybe they see how much money Ive spent there with my year of homebrewing- probably close to 1000 dollars. I'm so used to customer service being **** these days!

Any similar experiences with NB or other retailers?

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Old 08-31-2013, 08:38 PM   #2
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Retailers who don't see the value of this kind of customer service are doomed to dingy corners of off-the-beaten-path strip malls. Good for you and NB.

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Old 08-31-2013, 08:39 PM   #3
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Nice! +1

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Old 08-31-2013, 08:55 PM   #4
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Quote:
Originally Posted by Pilgarlic View Post
Retailers who don't see the value of this kind of customer service are doomed to dingy corners of off-the-beaten-path strip malls. Good for you and NB.
Some still don't give a flying F, especially these big companies that are already established. I see what your saying tho.
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Old 08-31-2013, 09:05 PM   #5
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I had a similar experience with NB - they are local to me (90 mins). I ordered 20 ft of siphon tubing and got 10. I emailed them, got a near immediate reply and the extra tubing shipped out that night, got it the next day. They threw in a pint glass as well. Love them and am loyal to them

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Old 08-31-2013, 10:54 PM   #6
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I've email a question about a kit on a Sunday. And got a response that day. Didn't expect that at all.

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Old 08-31-2013, 11:56 PM   #7
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They sent the wrong grains with one kit that I did a while back (everything else was correct). I sent them an email and boom, they sent me a complete new kit, even offered a $10 coupon on top of that which I declined as being a bit too much. Very good customer service. Everything else I've ordered has been correct and well done.

It costs them something to do this, but it is good business for them down the road. Not too many companies do this anymore - nowadays the bean counters would look at this and only see a cut in the quarterly profits and would scream that they should just stiff the customer. Yeah, technically that's the "right" way to keep costs down, but very time you do that it is another nail in the coffin of your long term business. Boosts the numbers for the quarter but sinks the entire company in a few years.

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Old 09-01-2013, 12:13 AM   #8
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Northern Brewer has steep shipping costs and somewhat slow shipping, but they do have awesome customer service.

Cool story bro: the day after I submitted an order with them, they sent out an e-mail with a special offer of cheap flat-rate shipping on orders over a certain amount (which my order would have qualified for). I sent them an e-mail saying I was bummed, not really expecting anything to come of it; just wanted to vent. Well they went ahead and applied the offer to my order retroactively. Stand-up guys (and gals, presumably).

I also love their wide variety of LME; I just wish they had cheaper shipping so I wouldn't have to plan several batches in advance. If NB had a program like Amazon Prime - pay an annual fee and everything is free shipping - I would sign up in a heartbeat.

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Old 09-01-2013, 12:28 AM   #9
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Not necessarily a Northern Brewer experience, but still along the same lines:

When I buy online, I usually try to alternate between Northern Brewer and Midwest Supplies. My last purchase was from Midwest, and since it was mid summer with fall on the way, I ordered a sack of pilsner malt. I asked to have it crushed since I haven't sprung for a grain mill yet. When I got the sack, it was still whole kernels. I called them up right away to see about getting the couple bucks they charge for milling refunded. Instead they sent a new sack of malt, milled, free of charge - including free shipping which is not trivial for a sack of grain!

Now I need to figure out what to do with 100 lbs of pilsner malt

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Old 09-01-2013, 12:29 AM   #10
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Quote:
Originally Posted by chocotaco View Post
Northern Brewer has steep shipping costs and somewhat slow shipping, but they do have awesome customer service.

Cool story bro: the day after I submitted an order with them, they sent out an e-mail with a special offer of cheap flat-rate shipping on orders over a certain amount (which my order would have qualified for). I sent them an e-mail saying I was bummed, not really expecting anything to come of it; just wanted to vent. Well they went ahead and applied the offer to my order retroactively. Stand-up guys (and gals, presumably).

I also love their wide variety of LME; I just wish they had cheaper shipping so I wouldn't have to plan several batches in advance. If NB had a program like Amazon Prime - pay an annual fee and everything is free shipping - I would sign up in a heartbeat.
Thats a good idea. Pitch it to em.
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