Holy Bad Customer Service Batman! Stpats of Texas

[Austinhomebrew]

This is a situation where I would have called right back and demanded to speak to the owner. I would then tell her my experience and what it honestly makes me think of her business. It's always best to be very calm when doing this; because then it validates your observations. If you call and act like a raving mad man, then someone is going to think you're just complaining because you have anger issues. On top of it, they'll become naturally defensive. Most reasonable business people will do something to compensate you for your bad experience. If the owner in turn is just as poor in her customer service skills, then you pull out you ace card. That's when you tell her about the various forums you belong to...the various forums many of her potential customers belong to. The internet is a powerful thing these days. I've looked at St. Pat's website many times before and even considered a purchase or two myself; but based on your experience and other things I'm reading in this thread, I won't do business with them. It took you one post about your experience and in no time, St. Pat's has already lost a number of potential customers. Thanks for the warning.

This will only make the problem worse. The person that answers the phone is the owner. She has acted this way all the time. They do not want to deal with homebrewers so they no longer cater to homebrewers. If you go to other forums and seach for st. Pats you will learn the history. It is best just to walk away and not do business with a store that doesn't want your business. In all this time no one has figured out the safeword and I don't think anyone will.

 

[rohanski]

I emailed this link to them because they need to know they are treating customers like "A" holes and it is a hot discussion. I know if it were me (which I can say I would never treat a customer this way) I would listen to this feedback. Maybee they were bought out by AT&T or Direct TV. Sounds like they have the same playbook.

 

[Dude]

If they have a 'contact us' link on their webpage, send them a link to this thread. If it gets to management, they'll have fits.

I guarantee it won't phase them one bit. This place has a LOOOOOOONG history.

 

[Fingers]

Wow, if that's the case, Dude, I wonder how and why they're in business. My management training says that you either target and serve a market, or you don't target it. To be annoyed by your customer base is.... well.... stupid.

 

[Ryanh1801]

On notice!

LMFAO... Every time I run into a business like these, it really makes me want to open a business after college. I mean hell if they can make a living of being ********, I could do really good.

 

[EdWort]

There's a saying in Austin. Keep Austin Weird. That lady at St. Pats is just doing her part and she does it very well I might add.

 

[Uncle Argyle]

I never heard of this place, so I went to the website to check it out...I am surprised!! This is no 'mom and pop' shop...this place stands to lose a lot by bad customer service. If they think that treating homebrewer's bad will not affect their target customers buying decisions, then they are sadly mistaken...bad service is bad service.

 

[olllllo]

As Dude notes: This place has had that track record since early 2000.
You can go as far back as the rec.crafts.brewing days.

 

[HenryHill]

Hmmm, maybe she got HIS shop, and now just hates men.

 

[Lil' Sparky]

Duly noted Bobby. Thanks for the advisory.

 

[talleymonster]

Wow. That's pretty bad. How does a business like that stay in business?

 

[skou]

You can get the type of customer service anywhere. I had a similar experience from Hombrewers Depot in Tempe, AZ. Tried Brewers Connection down the street and got FANTASTIC customer service. I was a Mr. Beer man trying to move up and in one visit Steve had me up to partial mash brewing with all the right equipment. Didn't mock me about getting the Mr. Beer and told me how I could use it to make cider for myself or root beer for the kids. My daughter, who's 13, and I brew together. She brews root beer and I brew ale. Web site looks crowded and a little cheesy but customer service is wonderful. They have all my business. I think their address is www.brewersconnection.com. You can google it if I have it wrong. Check them out and give them a call if you're looking for a new shop.

Flyboy, I just saw this!

THANK YOU!!

It is my personal opinion, that customer service is the best way to improve any business, whether it is a customer who walks in, or one on the phone!

steve (Yes, the Steve he was talking about.)

 

[eddie]

Even if they're getting out of the business of catering to homebrewers they are still shooting themselves in the foot. Many of the people who are vintners and up-and-coming craft brewers started out as homebrewers and many are still active in the hobby. This place seems to be doing everything they can do to go out of business. I've never bought anything from this company and, thanks to the warnings provided by this thread, never will.

 

[WortMonger]

I have only had one order through them for 1.5" clover clamps. Everything went smooth, BUT I knew exactly what I wanted and didn't argue with shipping costs or anything like that. Imagine if I had, wow!!!!! I will definitely keep this in mind the next time I need something that they carry. I let homebrew shops know what I am thinking, I was in one once (no names, because I only got bad service there once) and was buying 2 50# bags and then 3 different weight specialties, and the guy had the audacity to answer the phone and talk to his GF/wife about nothing other than when he would be home. After 5 minutes of me waiting to finish I simply ask if this was a bad time or if I should come back my next trip to Richardson. The guy said he had to go, hung up, and finished my sale. Upon leaving I said, "Sorry if I made you mad, but I haven't seen a successful business you could receive calls like that and make paying customers wait. I bet your owner would agree." Then I left, and haven't seen this ****** ever again. Maybe it is divine providence and I get there on his days off, or maybe he got sh1tcanned for being a ******. Forums like this one are a powerful moderator for the caring business owner, but St. Pats seems to be more for the illegal distiller than the home brewer anyways. I am surprised they aren't being looked at by the revenuers. Who knows, maybe thats why she has a bug up her arse!.

 

[rohanski]

I have a red ass for companies that treat customers this way. If they do not want home brewers as customers they should just state it on their website. (not in fine print)

 

[WortMonger]

Maybe we should all set a day aside to place an order and be "difficult". That would really make her pissed off. I sure hope she reads this and realizes all the $$$$ she could be losing. I personally haven't found a perfect online HBS yet, other than B3. I had to have the unions I ordered from Austin homebrew supply remachined due to their rough unfinished inside. However, they had excellent CS and apologized. They even offered to take them back, but for a couple of dollars I had them finished by a local machine shop for a nice, smooth, professionally finished look. If that were St.Pats and I were treated like that, I would have sent them back with instructions of where to stick them, and it what orifice.

 

[Orfy]

WOW!

http://www.brewersconnection.com/catalog/catalog.html

That's gotta be one of the worst web pages I've ever seen. If it wasn't for the reccomendation, I'd move one.

Sorry, back to the topic.....................

 

[WortMonger]

LOL, wow that is pretty ugly. Maybe someone who knows how to do a better page could get some trade with them .

 

[boo boo]

Shoot, if you think that's bad look at how this guy got arrested.
http://newsite.michaelrighi.com/2007/09/01/arrested-at-circuit-city/

 

[c.n.budz]

WOW!



That's gotta be one of the worst web pages I've ever seen. If it wasn't for the reccomendation, I'd move one.

Sorry, back to the topic.....................

Looking at that gave me a headache.

As for this St. Pats place, I don't care if homebrewers are your target customer or not, I've never heard of a business that wants to turn away a sale. Money is money, right? They must be rollin in the dough if the owner can afford to alienate an entire group of customers...

 

[rohanski]

I have been to Austin Homebrew a few times as I live within driving distance of the Austin area. They are very helpful and very customer oriented. Class operation and a very nice store.

 

[WortMonger]

Like I said, Austin Homebrew is great. I only had one problem with something they didn't make they ordered from someone else. They were apologetic and I know to use them in the future, but be descriptive in my questions. Rudeness I would not tolerate and would never use them again. They are nice and I would recommend them to anyone.

 

[skou]

WOW!



That's gotta be one of the worst web pages I've ever seen. If it wasn't for the reccomendation, I'd move one.

Sorry, back to the topic.....................

HEY, BACK OFF, GUYS!! I didn't do the website, the owner did.

On the other hand, I agree, it DOES need to be modernized.

steve

 

[Bobby_M]

...BUT I knew exactly what I wanted and didn't argue with shipping costs or anything like that. ....

I want to be clear that I didn't intigate an arguement or show her any attitude whatsoever.

As close as I can remember:

Me: "Hi. I was about to place an order on your site and I noticed it didn't give me a shipping cost during checkout and I'm relunctant to order when I don't know what the cost will be."

her: Is this UPS or Freight?

me: "UPS, it's a really small order".

her: "We don't give out shipping quotes for UPS so if you need that you'll have to order elsewhere". (she delivered this line as if I just pissed on her leg).

 

[2nd Street Brewery]

You're just as well off by not ordering. i got my 2 thermometers (@$15.00 ea) and they billed me $12.00 shipping and handling to take a week to get to me. I paid half that from Northern Brewer for twice as much stuff(2 site tubes, 2 glasses and 2 lbs of hop pellets) and it got here in 2 days.

 

[Lil' Sparky]

Shoot, if you think that's bad look at how this guy got arrested.
http://newsite.michaelrighi.com/2007/09/01/arrested-at-circuit-city/

I don't quite follow how this applies, but WOW! That dude's got some brass balls to pull something like that. He's probably in the right, but I can't see being cocky like that for something so trivial - especially to a cop, knowing it'll get you arrested and for what?

 

[Bobby_M]

I've never felt harrassed being asked for my reciept. You can't blame a company trying to minimize losses. They don't single anyone out. They check everyone.

 

[BlindLemonLars]

HEY, BACK OFF, GUYS!! I didn't do the website, the owner did.

On the other hand, I agree, it DOES need to be modernized.

Steve, I hate to pile on but Orfy has a point. I can appreciate a simple website style, so long as it's functional. Such a site is even appropriate for a Mom & Pop homebrew shop. But yours is extremely hard to read...it gives me eyestrain just looking at it. Not giving your potential customers a headache is web design 101.

Simply removing the background images would be a huge help. Take out the <body background="../images/storebg.gif"> tags, and you're there.

 

[rdwj]

Shoot, if you think that's bad look at how this guy got arrested.
http://newsite.michaelrighi.com/2007/09/01/arrested-at-circuit-city/

What a moron.

 

[dibby33]

If I was spoken to like that I would purchase a prepaid telephone SIM and then continue to phone non-stop. Register them for junk mail. Send them a turd in the mail... German gay porn is an option also but you never know with some people!