Brewmasters Warehouse

[rollinred]

Thanks for the above response Ed. When I saw the order had not shipped last week I pretty much assumed what was up. I don't hold grudges for things out of your control so I will be trying another order later this year. I am sure that future order will mend the slow processing on this one.

For the credit card issue, maybe it has never happened to you before but I have had money stolen from me twice in this manner. Don't think that I am saying you would do this, I see your reputation on here and am not worried at all. Otherwise I would have put a hold on the CC payment. But it does happen and it is just a principle of transfer of ownership takes place when the package is on the truck for delivery.

Thanks Ed

 

[Brewmasters Warehouse]

Thanks for the above response Ed. When I saw the order had not shipped last week I pretty much assumed what was up. I don't hold grudges for things out of your control so I will be trying another order later this year. I am sure that future order will mend the slow processing on this one.

For the credit card issue, maybe it has never happened to you before but I have had money stolen from me twice in this manner. Don't think that I am saying you would do this, I see your reputation on here and am not worried at all. Otherwise I would have put a hold on the CC payment. But it does happen and it is just a principle of transfer of ownership takes place when the package is on the truck for delivery.

Thanks Ed

I totally understand on the CC thing. Even if it has not been an issue and even if it will never be an issue in the future I will still look into it and see what can be done to make this better for you guys.

 

[mattjmac]

Ed, thanks for the response. Truly means a lot that you're willing to take the criticism in stride in order to improve the process and keep your customers happy. I think rollinred is right, and maybe your speed in the past is what triggered my frustration this time. I've always assumed in the past the order shipped once my card was charged, so I was simply looking forward to my brewday once I saw the charge on 6/13. My kids actually enjoy brewing with dad (safe stuff only, I assure everyone), and they were just as disappointed as I was yesterday. I just checked and saw my order has been shipped and the tracking info is working. All is well, and rest assured you haven't lost a customer here, just solidified a relationship by responding to the criticism. Thanks.

 

[rollinred]

Hey Ed,

I know this forum isn't the place to do this but I just got an email that my order had a few out of stock parts. I wrote back asking if we could just cancel those parts but I think I found a better way than canceling, that is, if you have the other stuff I need.

I am sending an email directly to you so hopefully you can intercept my previous request to cancel those before the rest of my order ships.

I am kind of in emergency stage at the moment. Its my brothers 21st birthday on Friday. So we are going to be making beer for the big ole' 21. That is if I can get my one keg working to free up my fermetor and find yeast for his kit.

Anyway, sending email shortly.

Thanks again.

 

[Brewmasters Warehouse]

Hey Ed,

I know this forum isn't the place to do this but I just got an email that my order had a few out of stock parts. I wrote back asking if we could just cancel those parts but I think I found a better way than canceling, that is, if you have the other stuff I need.

I am sending an email directly to you so hopefully you can intercept my previous request to cancel those before the rest of my order ships.

I am kind of in emergency stage at the moment. Its my brothers 21st birthday on Friday. So we are going to be making beer for the big ole' 21. That is if I can get my one keg working to free up my fermetor and find yeast for his kit.

Anyway, sending email shortly.

Thanks again.

No worries man. I copied you in on the email I sent to the guys about your situation. I will follow up with them tomorrow and make sure that your package goes out tomorrow. Just don't get worried if you do not get a shipping email until the afternoon, you will get one.

Thanks,

Ed

 

[mikeysab]

In all fairness to BMW, or anywhere you order from online, maybe we shouldnt "assume" or "expect" orders to come within a certain timeframe. Some of you guys are expecting an unreal timeframe from an online vendor. How can you place an order on a monday and complain when it doesnt get there by the weekend? Maybe BMW is spoiling us by getting orders out so quickly? Or maybe i dont understand because i dont have a LHBS and rely on online vendors for everything. I know to give at least 2 weeks before i expect anything so i shop accordingly. And being busy is a good sign, so maybe a little slack could be let out. Just my opinion

 

[rollinred]

In all fairness to BMW, or anywhere you order from online, maybe we shouldnt "assume" or "expect" orders to come within a certain timeframe. Some of you guys are expecting an unreal timeframe from an online vendor. How can you place an order on a monday and complain when it doesnt get there by the weekend? Maybe BMW is spoiling us by getting orders out so quickly? Or maybe i dont understand because i dont have a LHBS and rely on online vendors for everything. I know to give at least 2 weeks before i expect anything so i shop accordingly. And being busy is a good sign, so maybe a little slack could be let out. Just my opinion

As I mentioned before, it wasn't that I expected it by the weekend. It was that normally I would either have the stuff by the weekend or that I would have a notice of what the status is.

Lets put it this way. Ed has had personal correspondence with me and I think he realizes that what happened this week, albeit unfortunate, was not the way he does or ever wants to do business. I can understand completely that some stuff may take a while, especially when it is a busy weekend.

I won't go in to detail about all of it because I choose to not bad mouth a company I have only dealt with once. At this point I feel that everyone at BMW is not happy about not being able to fill peoples orders in their "normal" time frame and they are doing everything they can to get this straight.

That is all I can ask for right now and I respect them for that.

I will be looking forward to ordering from them in the future because I think they clearly offer the best format and prices for ordering this type of product. I can not lie though when I say that the ordering process through the other suppliers has been much smoother than this from BMW; however, I will not let a busy summer week be my judge of their business.

 

[rollinred]

No worries man. I copied you in on the email I sent to the guys about your situation. I will follow up with them tomorrow and make sure that your package goes out tomorrow. Just don't get worried if you do not get a shipping email until the afternoon, you will get one.

Thanks,

Ed

Thank you Ed,

I don't mean to be the "squeeky wheel" or anything but I do appreciate you helping out.

 

[alestateyall]

Ed, does Brewmaster's Warehouse sell extract kits. I love brewbuilder when i am ordering my own recipes and I love that FEDEX gets packages from you to me overnight.

Sometimes I want to brew a kit rather than my own recipe. I don't trust all the recipes on brewbuilder because no one ever rates them. But, I would try a brewmaster's recipe.

Thanks.

 

[cadarnell]

I guess I feel good that my order has just said pending since last friday seeing some of this ... anyway, I understand delays totally as I am in retail and sometimes my suppliers let me down .. and then I let my customers down ... I do think the card being charged before the order ships thing needs to be looked into asap though ... i don't use credit cards in my life anymore (long story) I only use a debit card .. so if i wanted to cancel an order, due to a dely, I'd now have to wait for the money to go back into my checking account before I could go to my local homebrew store and spend it .. the swmbo allows me very specific money for this hobby (another long story) .. and those refunds can take several days ... just my thoughts .. looking forward to brewing this weekend though so I hope my order gets out today ...

 

[MikeG]

Ed, does Brewmaster's Warehouse sell extract kits. I love brewbuilder when i am ordering my own recipes and I love that FEDEX gets packages from you to me overnight.

Sometimes I want to brew a kit rather than my own recipe. I don't trust all the recipes on brewbuilder because no one ever rates them. But, I would try a brewmaster's recipe.

Thanks.

Anything by "Shoultz-Meyer" is by Ed himself so you can give them a try.

http://www.brewmasterswarehouse.com/recipe/45d02989/shoultzmeyer-brewery-sw-pale-ale

 

[nutty_gnome]

We have a great staff that works hard and knows what to do but sometimes it helps to have the head of the snake to keep things running smoothly, especially when orders come flying in.
Ed

Ed- You do yourself a disservice with the snake thing. Try to vision yourself as the head of the lion!

 

[permo]

I just want to say that I have completed at least 20 orders from brewmasterswarehouse and they have all (exluding the last one) been at my door step in North Dakota in 3 days time.

I find the prices and selection on grain to be second to none and I almost feel bad for them only charging me $6.99 to ship 60 pounds of ground up grains to ND.

 

[lebshiff21]

I just want to say that I have completed at least 20 orders from brewmasterswarehouse and they have all (exluding the last one) been at my door step in North Dakota in 3 days time.

I find the prices and selection on grain to be second to none and I almost feel bad for them only charging me $6.99 to ship 60 pounds of ground up grains to ND.

I've had exactly the same experience. A hiccup is expected every once in a while.

 

[Atl300zx]

i love that you guys are local to me. Amazing service, great selection, and of course prices that are hard to beat. keep up the good work.

 

[aModestMouse]

I've had exactly the same experience. A hiccup is expected every once in a while.

+1

brewmasters is my go to place for nearly everything i need. customer service is amazing.. selection is fantastic.. and of course you can't beat the fast order processing.

i can say that 99.9% of my future order will be with you guys.. keep up the good work!

 

[BSBrewer]

you guys crazy down there in hot-lanta? first time in as long as i can remember my order didn't go out within 24 hrs of being placed and no response to my email (needed to tack something on to it)

 

[_JP_]

i love that you guys are local to me. Amazing service, great selection, and of course prices that are hard to beat. keep up the good work.

Seconded.....

As a bonus, they're on my way home from work! Friday afternoons usually consist of me playing with Brew Builder until I come up with something interesting, placing my order, and picking it up on the way home.

Great staff, never had a problem with them. Their grind is spot on, too.

 

[Brewmasters Warehouse]

you guys crazy down there in hot-lanta? first time in as long as i can remember my order didn't go out within 24 hrs of being placed and no response to my email (needed to tack something on to it)

Yeah we are very very crazy right now. I am sorry for the delay. We hate it as much or more than you guys even do. I wanted to hook up another 20% off recipe this week but could not since we are too far behind.

 

[fuzzybee]

Is it considered bad form to call about an order before I swing by there?

 

[Lilrascal]

Let me say that I had the pleasure of meeting both Ed and his wife while at this years NHC. It was nice to meet the man behind the business. A real stand up guy. I would have no problems ordering from him!!

Joe

 

[powerfreak]

You rock Ed! Keep up the great work brutha! 100% agreed with Lilrascal, Ed rocks. Great meeting you at NHC!!!

 

[BoggsBeer]

I recently ordered some stuff from them and there was a slight problem with my order getting damaged en route to my house. I contacted them with their online contact form and they took care of me big time. They got the damaged item out to me really fast and saved my brewday this weekend....

They have fantastic customer service. They really went above and beyond any other online homebrew store I have experience with (morebeer, NB, midwest...). This is also the first problem I've ever had with several previous orders through them.

Great prices plus fantastic service... whenever I get both in a company these days I'm just amazed...

Just wanted to share my experience with them. It's a safe bet that I'll be ordering from them again.

 

[JohnnyO]

Hey Ed, any idea on when you'll have Citra back in stock?

 

[Brewmasters Warehouse]

Hey Ed, any idea on when you'll have Citra back in stock?

Most likely not until not harvest. I am still working a couple of angles to see if I can get some more back in sooner.

Thanks,

Ed

 

[JohnnyO]

Most likely not until not harvest. I am still working a couple of angles to see if I can get some more back in sooner.

Thanks,

Ed

Thanks for the quick response. I'll adjust my recipe, and submit my order later tonight.

You rock, man.

 

[Brewmasters Warehouse]

You rock Ed! Keep up the great work brutha! 100% agreed with Lilrascal, Ed rocks. Great meeting you at NHC!!!

Thanks guys. I had so much fun meeting people from HBT at NHC. Everyone was super cool and fun to hang with.

 

[Dhruv6911]

Just placed an order for the blonde + other items to hawaiian gardens, how fast is the turn-around time typically?

 

[Baron ken]

Just placed an order for the blonde + other items to hawaiian gardens, how fast is the turn-around time typically?

I only have 4 purchases for comparison:

...Ordered....Ship email...
10/30/2009 11/02/2009 - (ordered Friday, shipped Monday)
11/16/2009 11/17/2009 - 1 day
02/17/2010 02/18/2010 - 1 day

06/22/2011 nothing yet

Historically fast turnaround for me, not so fast this time. Hoping they get caught up soon so they can get back to the quick turnarounds.

So far, still quite pleased with their prices and customer service!

 

[Brewmasters Warehouse]

I only have 4 purchases for comparison:

...Ordered....Ship email...
10/30/2009 11/02/2009 - (ordered Friday, shipped Monday)
11/16/2009 11/17/2009 - 1 day
02/17/2010 02/18/2010 - 1 day

06/22/2011 nothing yet

Historically fast turnaround for me, not so fast this time. Hoping they get caught up soon so they can get back to the quick turnarounds.

So far, still quite pleased with their prices and customer service!

Some very good news on this front. We shipped about 50% more packages today than our normal Monday. We have the same crew in tomorrow and I am expecting a repeat of this epic effort. That combined with a relatively slow weekend (it had to happen at some point we have been burning it up all month long) we should be back to our normal by Wednesday.

I am so looking forward to it. Being behind stresses me out more than you guys can ever know.