Brewmasters Warehouse

[Hammy71]

Did you email/call Ed(owner) with this concern?

 

[hawgwild81]

I would call/email Ed or Steve. When ever I have had a problem they are quick to make it right.

 

[stratslinger]

I've had similar recent experiences with their lack of communication and delays due to back-ordered items. When you order stuff they have in stock, they may not communicate a ton, but that stuff shows up in 2-3 days. When it's not in stock, they sit on it all too long before reaching out to see if you want them to ship what they DO have right away, or if you want them to wait and get everything shipped once the back-orderd stuff shows up.

I did reach out to them last time this issue bit me, and was told that they're working on a new website that will help manage the back-ordered stuff better (sounds like they'll be better able to identify, at order time, what is and is not actually in stock), but they didn't address the lack of communication...

 

[JustLooking]

When it's not in stock, they sit on it all too long before reaching out to see if you want them to ship what they DO have right away, or if you want them to wait and get everything shipped once the back-orderd stuff shows up.

I also had several communication problems with BMW. There was a time when Ed would have called you in person right away if there was even the chance of something not being right with your order, but business grew and that changed. I'm glad that they are doing well.

After averaging close to $1000 a year there I've switch to another vendor here on HBT. A little more pricey because they don't have flat rate shipping, but good customer service makes it worth the extra.

 

[Layne]

I'm surprised. I have had exellent service from them.

 

[Kaleco]

I had a similar experience when an item was back ordered. By the time I heard from them about it (about 5 days), I was anxiously awaiting a package, only to find out my order was on hold.

 

[NJstout]

were they closed on monday?

 

[Mysticmead]

were they closed on monday?

don't think they were, but the USPS, Fedex and UPS probably were

 

[Snafu]

Very Intresting, I was just commenting on this very thing in another thread when someone pointed me here. I placed an order with them at the begininng of the week along with 2 other orders with Austin HB, with Austin I got notification that night the order was processed and picked up by UPS and the following day got a tracking # from UPS at AHB's request. With BMW it still shows as "pending" on their website, does that mean its out of stock? I have no idea, is that old information and its actually been shipped? Again, I have no idea. I don't mind things taking days to ship, I'm not actually brewing again until mid to late Feb. anyway. But with a buck fifty out there on some quick disconnects I would think I would at least "know" where my order stands.

 

[ReverseApacheMaster]

I always get the email when the order ships out. I guess if the order is being held for items on backorder you're not going to get those until the order is ready to ship.

 

[two_hearted]

I always get the email when the order ships out. I guess if the order is being held for items on backorder you're not going to get those until the order is ready to ship.

I got the emails when they shipped out, but those were the only form of communication I got, and they were 4 or 5 days after I paid them $200+. Its just nice to know that your transaction is in the works and that they recognize instantly (or even within 24 hours) that you placed an order.

 

[tugbucket]

My issue with them is pretty similar to the OP.

Their shopping cart just wasn't up to snuff. Not asking or automatically applying shipping address to billing address and visa verse. Not getting a confirmation email. Not showing an item as out of stock. It might seem a little petty and I might be a little biased as I'm a web developer and I have made my fair share of forms.

Ordered on a Monday. Emailed them on Tuesday asking if they in fact did receive the order. They replied that they did and they would be processing it on Wednesday. They emailed Friday night saying several items in my order were out of stock. Seeing how the bulk of the out of stock items were my grains, I cancelled the order.

Went back to Northern Brewer. Ordered on MLK day. They shipped Tuesday. It'll be here Thursday. Cost about 90 cents more.

Lack of communication, whether personal or automated, results in loss of sales.

 

[two_hearted]

Lack of communication, whether personal or automated, results in loss of sales.

Exactly. I'm not saying BMW is a bad store or that the owner does bad business. It seems like they are ready and willing to make any serious issue right. I'm just saying that there are lots of other great online retailers that have better communication/inventory systems and faster processing times and that is worth it to me to give them my business instead.

If BMW improved these issues, I would happily try them again. That's why I went back a second time, because they generally get loads of great reviews from forum members and some moderators. I thought the first time was a fluke.

 

[Snafu]

Lack of communication, whether personal or automated, results in loss of sales.

+1 Just let me know where my order stands and I'll be patient. AHS has certainly spoiled me.

 

[Mischief_Brewing]

Once again, I have to thank BMW for their excellent customer service. After FedEx botched the delivery last week, I've had nothing but great communication and excellent service from them. Can't wait to start my Flanders Red!

 

[Snafu]

Late last night I looked at BMW website again to check my status, "pending" has been removed. But thats all it says. This morning I get an email saying its shipped and provides a tracking # which I quickly check, says its going to be here tomorrow. Seems fast for something that shipped this morning, we'll see. At least now I know BMW got my order! That was my whole gripe to begin with.

 

[tugbucket]

@Snafu,

Atlanta to Richmaond. What's that like 8 hours straight up 85? Yeah it should be therein a day by UPS/FedEX

Hell, my NB got here today. It's like 13+ hours from Memphis to St. Paul. Of course seeing as Memphis is the FedEx hu, it might go a little faster anyways

 

[cardinalsfan]

I had the exact same experience with BMW as the OP. Ordered on a Monday, no emails or any communication about the order at all. They sure charged me for the order from the start though. Come Wednesday I'm wondering whats going on so I email them for the status and they say it will ship the next day. Thursday comes and goes with no change in status. I wake up Friday and decide I've had enough. I wanted this stuff to brew that weekend. I email and cancel my order and order from Austin. Ships monday, here on Wednesday, about the same time the order from BMW would have been here. Yeah it was a little more but who cares, at least they communicate and ship on time. BMW lost my business with that one order.

 

[HeyNoPie]

I also had the same experience as the OP. I ordered Sunday and got an email today stating 3 items (growler caps, bottle rinser, and beer gun) were out of stock. These items would be in stock late next week. I had one good order with them, but the lack of communication kills it for me, so I canceled my order.

 

[stubbornman]

Another vote for not going with BMW. I have had the same issue as the OP on my last 2 or 3 orders from them.

Used to be, order Monday morning --> Shipped by Wednesday --> brew on the weekend.

Previous order went in on Monday AM, no shipping notification by Thursday, I email in about it on Friday AM, they tell me should go out that day. Nope. The next Monday I get an email about "possible delays"... LOL a week later!! I cancel the order.

Feel like giving them another shot, I order again this past Monday. As of today, no shipping email. I'm sure on Monday I will get an email about a "possible delay" because of an out of stock item.... Attention Ed - your website should not allow me to put an out of stock item in my cart over and over over again...

I will not be emailing in about this again. I will get my order whenever they feel like getting it out I guess.

One thing is for sure. I will NEVER order from Brewmasters Warehouse again.

Rebel Brewer, here I come.

 

[stubbornman]

Brewmasters has been having issues the last few months. Don't know or care why but it has gone downhill big time. Problems with the last 2-3 orders with them service / time wise....

Used to be, order Monday morning --> Shipped by Wednesday --> brew on the weekend.

Previous order went in on Monday AM, no shipping notification by Thursday, I email in about it on Friday AM, they tell me should go out that day. Nope. The next Monday I get an email about "possible delays"... LOL a week later!! I cancel the order.

Feel like giving them another shot, I order again this past Monday. As of today, no shipping email. I'm sure on Monday I will get an email about a "possible delay" because of an out of stock item.... Attention Ed - your website should not allow me to put an out of stock item in my cart over and over over again...

I will not be emailing in about this again. I will get my order whenever they feel like getting it out I guess.

One thing is for sure. I will NEVER order from Brewmasters Warehouse again.

Rebel Brewer, here I come.

 

[grahamfw]

Brewmasters has been having issues the last few months. Don't know or care why but it has gone downhill big time. Problems with the last 2-3 orders with them service / time wise....

Used to be, order Monday morning --> Shipped by Wednesday --> brew on the weekend.

Previous order went in on Monday AM, no shipping notification by Thursday, I email in about it on Friday AM, they tell me should go out that day. Nope. The next Monday I get an email about "possible delays"... LOL a week later!! I cancel the order.

Feel like giving them another shot, I order again this past Monday. As of today, no shipping email. I'm sure on Monday I will get an email about a "possible delay" because of an out of stock item.... Attention Ed - your website should not allow me to put an out of stock item in my cart over and over over again...

I will not be emailing in about this again. I will get my order whenever they feel like getting it out I guess.

One thing is for sure. I will NEVER order from Brewmasters Warehouse again.

Rebel Brewer, here I come.

I'm in the same boat. I don't get the impression that Ed really cares about us as customers, despite public criticism here or an email to him directly. I've not received even an acknowledgement of my grievances, so I take my business elsewhere. Maybe he actually doesn't need us as customers individually, in which case, I wish him the best.

Rebel Brewer has far exceeded my expectations each time I order from them, so I will continue to do so.

 

[jamboparty]

Sadly, I had a similar issue on my one and only order from BMW.

I ordered on a Sunday night, and thought all was well. When I hadn't received a confirmation email and the order still showed as 'pending' on their website on Wednesday evening, I emailed them to find out what was going on. I received a response saying that one of the items was out of stock and 'should' be back in stock Thursday or Friday.

By Friday afternoon, I still hadn't heard anything so I emailed them again to see if the item was back in stock. It was, and they shipped it that afternoon.

As others have said... it's not the issue that something was out of stock. That happens, and it's really not a big deal because I wasn't on a tight brew schedule. The problem is the complete lack of any useful information regarding the delay until I had to ask for it.

One proactive email would have done wonders to increase the likelihood that I'll buy from them again. Even updating the status on their website with useful info would have been fine.

/endrant

 

[Brewmasters Warehouse]

I don't get the impression that Ed really cares about us as customers, despite public criticism here or an email to him directly. I've not received even an acknowledgement of my grievances, so I take my business elsewhere. Maybe he actually doesn't need us as customers individually, in which case, I wish him the best.

I am very sorry if you do not feel the I care about individual customers. I will do anything I can to help anyone I can when it comes to brewing customer or not. If you have concerns please address them to me and I will take care of them to the best of my ability. I can not change what has happened but I will do my best to make sure that we can do everything we can to make future experiences exceed your expectations. You can contact me directly through email (ed at brewmasterswarehouse dot com). If you do not get a response from me via email feel free to also PM me here. I get hundreds of emails a day some get caught in junk filters or sometimes I plain miss them in the massive amount of mail that I get.

I just noticed that this thread was active again. I have been posting in another thread about us and explaining the situation. Since this thread has posts of a similar nature I will give at least a brief sum up of what is/was going on and what we are doing to correct it.

We have been insanely busy both in the store and online. At the same time due to personal reasons several employees have had to cut down the number of hours that they work. This has caused us to fall behind in shipping orders. At the same time this much higher level of revenue has made keeping products in stock near impossible on some items.

The increase in walk in customers is something I personally have been struggling how to schedule employees to handle that and still keep the online orders moving. In the past years we had much more sales online than walk in business in the store. Over the last few months the walk in business has been growing exponentially. It takes a lot more man power to handle a single walk in order than it does an online order. We have addressed this issue with hiring 2 more people to replace the hours lost due to personal reasons and to increase the staffing to handle the increase in walk in customers.

We were running about a week behind in shipping orders we were about 3 days behind as of close of business on Friday. With our additional staff getting up to speed we should be caught up and back to our normal turnaround time by the end of next week.

We have also instituted a new policy to be more proactive about delays in shipping orders, so that you the customer is contacted before you contact us about your order. This new policy is a work in progress but I thought it was important enough to get something working as soon as possible and we will refine the process as we get feedback.

Some other issues that are being addressed when our new website is launched:

1. Out of stock items will no longer be able to be ordered.

2. Expected turn around time will be posted on the website.


If you have stopped being a customer because of the issue we have had recently or ever it deeply pisses me off that we did not take care of you in the manner that you deserve. We will improve upon these growing pains and continue to get better at what we do for brewers everyday.

Ed

 

[bottlebomber]

Ed will you have my love child!

 

[stubbornman]

Full Disclosure: I received my order this afternoon. I never got a shipping notification, but it's here and I'm brewing tomorrow.

BMW has been taken off my NEVER list.

 

[Brewmasters Warehouse]

Full Disclosure: I received my order this afternoon. I never got a shipping notification, but it's here and I'm brewing tomorrow.

BMW has been taken off my NEVER list.

I am so glad to hear that you got taken care of.

We have had some spotty results with our shipping notification email which basically means we do not know how to fix a problem that does but also does not exist. Some people have been emailing about not receiving the email while others do not. Your brewing which means I can sleep well tonight.

Thanks,

Ed

 

[grahamfw]

Thanks for the note Ed. I'll always be understanding of mistakes and efforts to improve process and what not, I just felt a little out in the cold since I never heard anything about what was going on.

I will give you guys another try once you're caught up!

 

[tdiowa]

Thanks Ed for the explanation. I was really worried and knew that something had to be up because BMW had never disappointed me.

You never lost me and I will continue to use you as my first stop for all my brewing needs.

TD

 

[ITHZ]

I think the web site is messed up. Brew builder doesn't seem to be working correctly ( not calculating gravity,IbU's,ABV,ect...), and some of the pictures of product are mis-sized not allowing you to get to the add to cart button. Am I drunk?