I just got my order from morebeer.com. It's been a long time since I ordered from them- but they had an awesome special on 3 gallon kegs, and free shipping, so I ordered 5 pounds of specialty grains along with a sparge arm, the kegs, some hops, and a pound of oak chips for my wine. About $150 in all.
The kegs are like new! I mean, I know they are refurbished, but they don't have a sticker or any strange smells like some other used kegs I've received.
Anyway, my grains came crushed. I was like WTF? Who's going to use 3 pounds of crystal 60L and 2 pounds of crystal 120L in the next couple of weeks? It's already been a week since it was shipped anyway.
I sent an email telling of my disappointment, and that I didn't know that they grains would come milled. I got an almost instant response, asking for my invoice number so they could replace them! They told me that the grains don't come milled unless specified, and it was simply a mistake on their part. I backed down on my irritation immediately- and told them that there is no need to replace them. It would cost them more to replace than I spent on the grains (about $7). I'm sorry I sent such a bitchy email- if I had known I would get such a customer friendly response, I would have been nicer! The response was friendly, warm, and helpful. I most certainly was none of those things.
Anyway, it was a good experience all around. I've now dealt with almost all of the "bigger" online homebrew stores, and have good things to say about all of them. I'm going to make my next order from Brewmaster's Warehouse, just to spread things around, but AHS, Northern Brewer, Midwest, and morebeer have blown me away with their excellent customer service.
Broken Leg Brewery
Giving beer a leg to stand on since 2006