Originally Posted by firebirdude
I wonder if other people had the had problem. Maybe they had a new guy in the warehouse who didn't know you had to crush the grains before packing. Kudos for their customer service though.
On their order screen, they ask if the grains should be crushed, so it's not like all orders are always crushed.
From the symptoms of the problem, one can reasonably say that, as a minimum, there is a high probability the cause was uncrushed grains. I guess BW could've argued the point. But in the face of the probabilities, they chose to err on the side of customer satisfaction.
And that's a choice that always pays off.