I ordered a plate chiller late September with the same estimated date of October 5. Same story. Same lack of communication. They actually ended up telling us what ship from China they were on, but that ship has now stopped at various ports in the USA and is long gone as far as I know.
I'm still going to give them until the end of the week to tell me something, after that it's time to file a complaint with VISA.
I honestly think I got them confused with Keg Connection, who I've heard only good things about. Now I feel like an idiot, but also after reading this thread I'm wondering why HBT continues to allow them to be a trusted vendor or whatever you call it.
So where else can I order a wort chiller from and have it delivered quick-time? Or at least not have my VISA charged until she ships?
I think anyone trying to ask questions through HBT is going to also be very frustrated. Our email and phone is available in my avatar, the website, and a simple google search. This forum does not connect to the company so please contact us directly at
[email protected] or call us at 803-520-0404.
Paulster, I saw your post (from yesterday) when I got back last night and I left a message with the shop which was already closed. I of course don't know your name or order number so I have to ask around to see if anyone remembers talking to someone (anyone) about a similar order change. There will most likely be delays if you are trying to communicate through HBT. As far as the dents I was assured that it was a new 30 plate still in the box.....so we will need to make a FEDEX claim. I will be more than happy to call you today when I see what your order number is at the shop computer. Again this post is from yesterday I believe and I am responding today. any posts from today will take a while as I will not be back on HBT (much) until Monday. Please contact us directly if you are looking for a quick response.
As side note to the readers of the recent reviews. The comments on the delayed 40 plate chillers are true. We have run the promotion in the past without a hitch, but this time anything that could have gone wrong has pushing the delivery date (to us) way past what would have been expected which we believed to be Early September even though we stated September/October. Typically we have these things on a ship 10 days after we order them. Anyway here is the update post from the promotion thread in case anyone is using this thread for updates. - Jeff
Sorry everyone but I was unaware of some of the most recent posts. As many of you can tell from the tracking link located for the ship located in this thread, the ship was unexplanedly sent back to New York and unloaded instead of continuing to Charleston which was the intended port. We have received notice that the shipment was cleared for rail shipment to Charleston. I do not know the reasoning behind the decision not to continue to Charleston, but I would like to recap the events leading up to this point to save the readers the effort of jumping around the thread to piece together the story.
1.) Chillers ordered to be manufactured and "pre-sale promotion" sale launched as it has been in the past. Expected date of delivery was projected slightly further out into the future to account for delays due to a previous shipment taking longer than expected.
2.)Order ships out later than promised, but enough time has been allotted that it should not adversely affect customers based on our prior experience with shipments.
3.) At the point we should receive notices of the incoming freight it becomes apparent that the ship has made several stops after departure and is still relatively close to the point of departure.
4.) Discussions of the delay on HBT changes arrival date several times, because of changing arrival notices.
5.) Ship arrives in New York (or some nearby port) a few days before Hurricane Sandy hits. No additional information is available for several days.
6.) Discussion on HBT about estimated delivery to Charleston based on arrival notice.
7.) Ship is in Northfolk, VA (not known to be on itenarary) for several days.
8.) unexplaned - ship is going back to New York. I don't know if it is damaged or what.
9.) Now ship is unloaded and cleared for rail shipment on 11/15
This will be the last time we do this promotion. I had no idea that so many things could happen in a shipment. I appologize to everyone involved. Many people are tired of waiting and have asked for refunds which have been given immediately. If you want a refund please email
[email protected] and include your name or order number. I have no way of associating your HBT name with your order number. For those of you that stick it out you will be refunded an extra $12 for the hassle which, unfortunately, is all I have left to give due to the discounted price, the additional 5% off all your items that was already given to all orders that included these wort chillers, and our low profit margins. I appologize to everyone involved. We are now waiting on a train that does not appear to have left yet. - Jeff
Update: Train is to be loaded tomorrow 11/15
