Brewers Hardware????

Nevermind.

I dont mean to dig up an old thread but......

I just ordered some shields from these guys. FANTASTIC interaction, awesome product, and super fast shipping. I ordered them Sunday night and got them today!

Every time I have ordered bits they have been totally spot on. Thanks fellas. These things are awesome and I am geeking out right now.

Yep. Dragging this thread up again. Ordered on several occasions from Brewers Hardware. Large dollar orders. 95% of all items filled on each order. Doesn't bother to follow up with an idea when it will be 100%. Why is that a problem? The 5% of the parts that don't show puts the entire project on hold. Then I have to answer to my customers why I can't finish. Screw this company! Do you all see the consistency? Its great when he fills an order, screw you when he can't fill it but will take the money until then all day long! That not how you take care of customers!!! A good business shines when things get difficult. Sh#$ happens but own it. This guy flat sucks!!! Never again...

I'm having the same problem that the OP had with Brewer's Hardware. No shipping info. No response to email/messages. And of course no Thermowell.

I guess I will trying calling them next.

jamboo said:

I'm having the same problem that the OP had with Brewer's Hardware. No shipping info. No response to email/messages. And of course no Thermowell.

I guess I will trying calling them next.

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Fwiw, they have always answered my phone calls and my questions. In fact, because of the phone I have made several successful purchases. When I initially ordered my bcs I bought some other items. I didn't mind waiting on the bcs but I wanted the other items as soon as possible. They told me to note in the order notes to ship the in stock items asap and send the bcs separately. It worked out great. But only because I called...

I've had pretty good experiences with this company. Granted, it's not a huge operation, but when I ordered a back order item, I was notified by a company rep and verified if I indeed wanted said item, which would have take a while to get, or change to a more available alternative.

This company allows homebrewers and probably some nano brewers access to some pro gear. If I was a pro with an operation over 3 bbls, there's probably more economic vendors available.


Sent from my iPhone using Home Brew

Just read through this string. I glad I haven't read it earlier not sure I would have placed an order. However, I have ordered several items from them and have always received my order in a timely fashion. Great items at competitive prices. Sorry to hear other have not had the experience I have.

They finally did get back to me saying that they missed my email because they were attending a Craft Brewing Event. They also said that the item I ordered went on back-order, but did not communicate that to me.

Ii've ordered thermowells twice recently and had them come well before I expected them. Seems like things are running smoothly.

Well well... I also have not get so good customer support from brewershardware.com

I ordered rims tube and some other stuff and also 3" DS18S20 thermoprobe for that rims tube. Waited couple of days and my order was in "processed" state. Sent email to ask is there some delays and got answer that that thermoprobe is sold out and
probably discontinued (probably discontinued wut ?? )

I switched that item to same DS compatible thermowell without DS18S20 sensor and also asked that because that item is much cheaper, put in more 1/2" silicone tubing. Waited again couple of days, nothing, sent email and got answer that that part is also sold out.. *facepalm*, very nice. This time he suggested "normal" thermowell they have on warehouse. I said ok, sent it. Waited again couple of days, sent email, did not get any answer until couple of days later I got completely empty email from brewershardware.
Checked from ther site that woohoo package is sent .

So I got my package and noticed that I did not get single inch more 1/2" silicone tubing as I asked because I switched that $36 part to $22 part. I also have to pay 24% Finnish tax fees for that $14 difference ($3.36) and now I have sent couple of mails and asked NICELY that can they/him pay at least that $14 back to me. No answer, nada. Maybe he thinks that because I live in Finland that is comfortably long way from CA , customer support is not mandatory.

So, yes, I believe strongly that he is not trying to screw his customers but customer support is quite "interesting" and he is probably way over stressed.
Buyers beware.


EDIT: BUT ! I have to admit that rims tube and element cover are awesome, I can't complain. Products seems to be ok, IF you get them

EDIT 2 : I actually got email from Curtis about same time than I wrote this post and he proposed me couple different options for compensation, so at that regard all seems to be ok. I want to still make clear that I never have felt that he is incompetent or bad seller or that products aren't good, they probably are understaffed as Bensiff also says.

Mikko said:

Well well... I also have not get so good customer support from brewershardware.com

I ordered rims tube and some other stuff and also 3" DS18S20 thermoprobe for that rims tube. Waited couple of days and my order was in "processed" state. Sent email to ask is there some delays and got answer that that thermoprobe is sold out and
probably discontinued (probably discontinued wut ?? )

I switched that item to same DS compatible thermowell without DS18S20 sensor and also asked that because that item is much cheaper, put in more 1/2" silicone tubing. Waited again couple of days, nothing, sent email and got answer that that part is also sold out.. *facepalm*, very nice. This time he suggested "normal" thermowell they have on warehouse. I said ok, sent it. Waited again couple of days, sent email, did not get any answer until couple of days later I got completely empty email from brewershardware.
Checked from ther site that woohoo package is sent .

So I got my package and noticed that I did not get single inch more 1/2" silicone tubing as I asked because I switched that $36 part to $22 part. I also have to pay 24% Finnish tax fees for that $14 difference ($3.36) and now I have sent couple of mails and asked NICELY that can they/him pay at least that $14 back to me. No answer, nada. Maybe he thinks that because I live in Finland that is comfortably long way from CA , customer support is not mandatory.

So, yes, I believe strongly that he is not trying to screw his customers but customer support is quite "interesting" and he is probably way over stressed.
Buyers beware.


EDIT: BUT ! I have to admit that rims tube and element cover are awesome, I can't complain. Products seems to be ok, IF you get them

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I'd say be patient and work with them. The nature of international trade is difficult. I applaud them for trying to deal with all the import export law that most businesses won't bother with.

I have bought a lot of products from BH and know that sometimes they are slow to respond while other times they are Johnny on the spot. As far as I can tell they need more staff. But I understand that when running a small business the regulatory impact can make adding employees a difficult proposition and they may be sold running on a skeleton crew to keep profitable. Or perhaps they are simply slammed with far more emails than orders so they can't afford the staff to answer emails. Like I said. Be patient, they have always done me right in the end, even if I had to be patient at times.

I was starting to wonder about BH and my order, so I looked for a review and this thread popped up.

So far here is my experience and I will edit this when BH comes through as I feel they will.

I placed an order totaling around $260 Canadian, paid with PayPal, waited a week and heard nothing. Sent an Email which they responded to and said the holdup was an $8 dollar screen/filter that I could easily forgo.

He wrote that no ETA was in the near future and offered to ship the filter at a later date, at his expense, shipping everything else right now that is costing me $40 to ship.

I said great ship away and notify before you ship the backordered filter as I may purchase additional items at that time.

Another week goes by, I sent another email "?" with no reply yet, that was 3 days ago.

BH could use a few modification that the webmaster could easily correct to overcome the lack of time/staffing at no additional cost, to communicate with costumers. 1) add an in stock/out of stock notification by the item for sale. 2) state if the product is a costume order and expected lead time (be generous to allow yourself time for "unpredictable" events).

All experiences good or bad should be reviewed in my opinion. The problem is, a good reputation takes a lifetime to build but only takes a few overlooked decisions/ideas to ruin.

In conclusion, here is the reputation Brewers Hardware is aware that they are earning; as a customer you can expect your experience to go smoothly OR end up waiting for pieces, parts, or entire shipments to be delivered at anytime with no notification by their part until you take initiative, costumers should expect delays and not be in any hurry. Costumer service/notification is limited due to their "growth pains" and their website, BUT BH does come through with your order in due time.

EDIT: As promised I would update with any changes. By "coincidence" only minutes after I posted this review; Curtis just sent me an email stating my order has been shipped and provided a tracking number. He said they would ship everything now and cover the cost of shipping on the backordered filter when it comes available.

Just ordered a 15 gallon TC kettle and some other parts...I will update this post with my experiences.

I've ordered a ridiculous amount of items from brewers hardware over the years. I think there was only one time that I had a problem and that was during the government shut down. He was unable to get the parts through customs. nestar: nestar: nestar: nestar: nestar:

Ordered Wednesday, just got an email today (Monday) that a shipping label was created. I would have preferred quicker turnaround than that, but they did say they had a container come in or something that they had to take care of.

I don't expect things to ship next day unless I pay for it, but based on this thread, I'd stick with brewhardware.com.

My experience with Brewers Hardware is positive. I bought a 20 gallon fermenter and a bunch of other stuff. I must say that I was able to pick it up in person though. I did however call them a few
Times prior to my purchase and they always answered. Maybe when having problems, go old school and use the telephone, works for me.

I've ordered from BH several times and have received great customer service. All the products I've ordered, I've received and when I had a tight timeline between international flights BH went out of their way to get my back ordered parts to me on time. I've also received the blank email with no shipping info, and that should be corrected, however one email to Curtis and I had my shipping info and tracking number. Everything I've received from BH has been of exceptional quality. I would recommend them to friends and I will order from them again.

WaywardVagrant

brick_haus said:

My experience with Brewers Hardware is positive. I bought a 20 gallon fermenter and a bunch of other stuff. I must say that I was able to pick it up in person though. I did however call them a few
Times prior to my purchase and they always answered. Maybe when having problems, go old school and use the telephone, works for me.

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Seems to echo my experience. They answer my bcs questions via phone and they are great about answering the phone.

I ordered a heating element and 'hot pod' on July 23rd. It shipped the next day. I had it by July 27th. In my kettle now. Works great. I'll order from them again.

virgil1 said:

I ordered a heating element and 'hot pod' on July 23rd. It shipped the next day. I had it by July 27th. In my kettle now. Works great. I'll order from them again.

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That's Brew hardware (also a great site)

Hello said:

I don't expect things to ship next day unless I pay for it.

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Why not? How long should a vendor sit on your order before they decide to get around to shipping it to you?

I understand paying extra for a faster method of shipping, but the shipment should go out the door of the store itself that day or the very next day, regardless of whether it's going to take 3 or 5 days to get to me. Anything less is unacceptable.

kombat said:

Why not? How long should a vendor sit on your order before they decide to get around to shipping it to you?

I understand paying extra for a faster method of shipping, but the shipment should go out the door of the store itself that day or the very next day, regardless of whether it's going to take 3 or 5 days to get to me. Anything less is unacceptable.

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I just normally wait until the 2nd day before I get wiggly. At least for vendors like this.

NervousDad said:

That's Brew hardware (also a great site)

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My fault. I have NOT ordered from brewers hardware. I ordered from from brew hardware.

All of my orders have been speedy, even the kettle with a custom ferrule added. Props to the folks at Brewers Hardware.

I agree. Fast shipping and good service.

I have ordered from this vendor a number of times without incident but my last order in mid November did not go well. The order did not get shipped at all. After an initial response about my order status (they were understaffed and behind), my other requests went unanswered. After 3 weeks with no response, I contacted PayPal and submitted a complaint. I waited for two weeks while they requested Brewers Hardware to respond. They did not respond at all so PayPal ruled in my favor and refunded my order value (roughly $350). I am torn because the items I have received are of good quality but I question if I will get them or not. Something is going on and folks need to be aware of the possible risk involved with ordering from them. Especially if you need something in a hurry and one item is on back order as you will not receive any items on the order and you will also not get any indication that is the case.

VacationLand said:

I am torn because the items I have received are of good quality but I question if I will get them or not. Something is going on and folks need to be aware of the possible risk involved with ordering from them.

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Have you called them? They do answer the phone and actually talk to people.

I have bought A LOT from Brewers Hardware and go to their physical business regularly. They get swamped at this time of year with all the holiday shopping. I almost feel bad going in to pick up items because the warehouse guys are incredibly busy pulling and packing orders. Believe me, you're not at any risk ordering from them. They might get behind on answering questions, but their products are great and nobody there is trying to rip anyone off.

I had them build the frame for my new stand and I've bought their kettles and many other items there. Believe me when I say this.... they are some of the best guys I've met in the business - they just get extremely busy.

Agree with JonW, I always get an answer when I call.

They were great when I accidently bricked my new bcs trying to update it. They went above and beyond by sending me a new one with a prepaid return package to send the bricked one back. The only issue I have is lately my nortons is blocking there website saying it is a phishing site.