I recently placed my second order with kegconnection, and with it, they earned a customer for life!
My first order was rather uneventful - pretty simple, and nothing really out of the ordinary. I ordered a beer-gas tank and regulator. Everything came within a week (timely, since they're in TX; I'm in DE). It was packed well, and the prices were pretty cheap.
A week goes by and I realize, "shoot, I need a stout faucet". So I scramble to my go-to online HBS, where my (beautiful, amazing) wife agrees to buy it for me for Valentines day. I go to order it - SOLD OUT! WHAT?!?
In a panic, I say, hey, I had a good experience with KC, let's give it a whirl. I get there, and find that the stout taps, as well as the Perlicks I've been eying are $20 cheaper!
Rewind 1 week: Texas gets struck with extreme cold, and shuts down many businesses (frozen pipes FTL!). KC was one of those companies. This set them back a few days. They responded by a) being proactive and letting customers on HERE know that and b) putting an advisory on their site.
I saw both of these, and was expecting the delay. I'm ok with that, I wasn't in a big rush (and I'm still not). I placed the order for my stout and perlick faucets and went about my business, expecting to receive shipping details in about 5 days.
Day 5 comes, and I get a call from some random number in Texas. It's Todd (the owner) from KC. Turns out that my stout faucet's out of stock.
And the reason - the manufacturers (2 of them) are both out of stock.
When I got the call, I believed it to be an honest mistake right away, because a competitor (looking now, several) was out of stock as well. In addition, they had already been very forward about the processing delays. I had no reason not to believe them.
At this point Todd offered me a couple of options - refund my money or wait to get them in. Turns out they're going to be in 8 days. EIGHT DAYS!!! Most vendors would've just swept it under the rug, and maybe sent me an automated e-mail saying "hey your crap's back ordered". But Todd took the time out of HIS day (not some lackey in the back stock room who doesn't care what happens to your order) to keep his valued customers informed. THAT is customer service.
When ordering from Kegconnection, expect honesty, responsiveness, knowledgeable staff and great customer service.
Imagine that, a positive experience out of an order with problems, and all it took was a phone call! You guys rock. I'll be ordering from you again.