Midwest Supplies

[DrHops]

I ordered from them on May 21. Their website says all orders ships within 2-5 business day. I emailed them on May 27 asking them about when it will ship, they tell me that they are 100's of kits behind on the all grain kits. I emailed them again yesterday and here is their response:


REFERENCE NUMBER: LTK121710242776X Please use this ticket number in any correspondence with us.
SUBJECT: 1586341


Thank you for contacting us. We apologize for the delay. Recently our shipping warehouse underwent a fairly large transition and experienced some unforeseen issues. In particular with our grain room fulfillment. Your order is in process to be filled, and looks like is shipping in the next day or so, but I'm sorry to say we do not have a stronger ETA.

Ed
http://www.midwestsupplies.com
1-888-449-2739

In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance using our Chat support service at:

 

[PJoyce85]

I'm slowly losing my patience with them.

I recently received a large gift card as a birthday/wedding gift and wanted to use that money to buy equipment to move to 10 gallon batches when I move home next summer (currently live in Germany).

They removed the "in-store pickup" option. I was going to purchase the stuff and have my brother pick it up for me (If I don't buy that stuff now, I will end up spending it on little crap). I call customer service and they say they can't do it because the warehouse is no longer at the same location as the retail store. I call the retail store and explain the situation to them and asked if everything was in stock. They didn't know and said they would email me in 10 minutes. Well, an hour later, nothing. I called back and they said they were working on it. They said to just have my brother come in and get the stuff. I explained that he doesn't brew and was doing me a favor and that I wanted it to be easy for him. I'm "spending" over $900 there and I don't think it should be this difficult to pick an order and have it ready for pick up.

Luckily, being from MN, I will be using Northern Brewer when I move home, but for now, it's Midwest because they ship APO.

Disappointing that after 3 years of shopping almost exclusively from them (only 3 purchases have been with someone else), that this is the way it goes.

 

[midwestsupplies]

It is true. Our Instore pick-up process has been suspended. I am sorry that you are disappointed with that move. The reason we had to suspend it, was due to our inventory control. With our warehouse move, we don't always have enough inventory on hand at the store for large orders or even some of the smaller ones. Customers would come in for their order, and then be disappointed that we didn't have everything that they were looking for. The program isn't gone forever, but we are trying to find a way to offer it that will meet the expectations for customers.

We are glad that we could help with your brewing for three years, and I am sorry that this issue is a breaking point. Being that you have gift cards, and know what you want, I am sure we can come up with a solution. It will probably involve "shipping" the item to the store, which we wouldn't charge you for. We will also want your brothers phone number, so we can call him when everything is ready to pick-up and go.
Please forgive us for not having a process in place for these special requests, as the change is very recent. In the meantime, keep brewing and we are glad you are coming home soon.
Cheers,
The crew @ Midwest
PS.
I am going to give Justin a rundown of your circumstances. If you call 1-888-449-2739 and speak with him, he can take care of the order with the workaround.

 

[PJoyce85]

It is true. Our Instore pick-up process has been suspended. I am sorry that you are disappointed with that move. The reason we had to suspend it, was due to our inventory control. With our warehouse move, we don't always have enough inventory on hand at the store for large orders or even some of the smaller ones. Customers would come in for their order, and then be disappointed that we didn't have everything that they were looking for. The program isn't gone forever, but we are trying to find a way to offer it that will meet the expectations for customers.

We are glad that we could help with your brewing for three years, and I am sorry that this issue is a breaking point. Being that you have gift cards, and know what you want, I am sure we can come up with a solution. It will probably involve "shipping" the item to the store, which we wouldn't charge you for. We will also want your brothers phone number, so we can call him when everything is ready to pick-up and go.
Please forgive us for not having a process in place for these special requests, as the change is very recent. In the meantime, keep brewing and we are glad you are coming home soon.
Cheers,
The crew @ Midwest
PS.
I am going to give Justin a rundown of your circumstances. If you call 1-888-449-2739 and speak with him, he can take care of the order with the workaround.

I appreciate the response.

A lot of the disappointment comes from the recent downfall of service considering how top notch it used to be. When I called customer service and was told that in-store pickup was suspended, I was offered a, "you can always try calling the store and see what they say". So when I called the store to see if they had the 5 items in stock that I want, I got a, "um.... We will have to get back to you," and that never happened. The women at the retail store was very helpful, but seemed somewhat lost as to how to handle this type of situation, but she can only do so much and she did everything she could.

I understand the change has been rough and that I do have a special request that may not be an everyday occurrence, but to have 5 items pulled from the shelf shouldn't be this difficult. I would have even accepted a, "Give your brother the list and when he comes in, we will have someone there to help find what's on there for you."

I have ordered several more times since the move with a few minor order errors and am really hoping that this on going situation is resolved soon. As I have said, I get quality products and, normally, quality customer service and hope that this doesn't become the norm.

 

[WileECoyote]

I quit using Midworst over a year ago, they screwed up my first 3 orders with them, always some lame excuse, a company that can't even fill simple orders correctly is just filled with employees that don't give a crap, plain and simple.

This has been going on way to long for it to be from a recent warehouse move, more lame excuses.

Bye Midworst, have a nice trip !

Cheers

 

[bdkelly]

I use a variety of places depending on price (Midwest, AHS, RiteBrew, ChiCompany, LHBS), but have always had good experiences with Midwest over the past couple of years, and they've easily been the place I've spent the most money). They replaced a Tap-A-Draft bottle for me when I was just starting out (even though it was my mistake that blew it up), and only one thing has ever been missing from an order (and they sent that out right away after I brought it to their attention). I've never had an issue with things being broken in shipping or with things being packaged incorrectly. Their shipping costs may be a bit higher, but in many situations, I've paid it knowing the service and quality that comes with Midwest.

Then this whole mess happened. With their reputation and presence on the boards and social media, I can't imagine a situation that could have been handled worse. They could have gotten ahead of this and put the word out to expect shipping delays. Or even if they didn't expect it to be a problem, when they first realized delays were happening, just send out an email so that people know what's going on.

I had a mixed order of grains, yeast, and equipment that I ordered on Wednesday, 5/8. I sent an email on Saturday, 5/11 checking up on it (never got a response). On Monday 5/13, it was still in processing, so I called and checked on it. I was told about the warehouse issues and delays, but it would probably ship in the next day or two. I called on Tuesday to try to add something to my order because it hadn't shipped yet, and was told that it was sent to the warehouse, and they couldn't add it to the order. They did, however, comp the shipping cost because of the delays, and I received the item a couple of days later. On Wednesday 5/15 or Thursday 5/16 I called again, seeing if we could guarantee that I would receive the order by Tuesday 5/21. I was headed out of town on 5/22 and didn't want my order sitting on my porch for a week, so if it couldn't be shipped by Thursday or Friday (I live in Virginia), I'd have to cancel it. They couldn't guarantee it would go out, so I canceled the order and got the refunds. Then when I come home from work on Tuesday, what do I find? The order sitting at my front door.

I still wanted everything, so it worked out, but there was really no reason for it to all go down like that. I wouldn't have ordered if I had known in the first place and would have waited until this week in the first place. I felt bad so I called them today to straighten everything out. It's such a shame that they've done a lot of damage when all they really had to do was keep people apprised of the situation.

 

[midwestsupplies]

Hey guys-
I happened to be on the forum this morning, and noticed the specific complaint about the instore pick-up. I know that Nick has addressed our delays on different threads, (it looks like they were all merged on this one) so I wasn't planning on expanding on them. I assure you that we care, and aren’t enjoying the situation either.

We appreciate all of your orders, and we making changes to get better with everything we do. We are going through some growing pains, but trying to handle them in the best way possible. We are making daily improvements in every department. My favorite analogy is that it feels like we have an infection in the brewery. We are still making beer, but troubleshooting the issue as we do it. Some of the beers (your orders) are great, but some of them have some off flavors.

If anyone is looking for resolution on any issue that they have with us, contact us directly (1-888-449-2739 or [email protected]). We don't like to cause stress or give you an order that is missing items to delay your brew. When mistakes do happen, we try our best to make it right.

On the service side of things, more order delays/issues lead to additional contacts. Our response time is a little slower than normal because of that. We are working on them but are sacrificing a few Customer Service people to help fulfill as many orders as possible. We still have brewers here to help get things resolved, so make sure to let them know what you need. Saving a brew day is important for all of us.

We know we could have handled this differently, but when the delays started we put all hands on deck for fulfillment. There have been a lot of lessons learned around here and we hope that your good experiences will earn us another chance to prove that.

If you are unsatisfied with the service you get, call or email me directly. I will work with you to get a reasonable resolution.
Happy Brewing and drink great beer!
Cheers,
Todd Jackson
Customer Service Manager
Midwest Supplies
[email protected]
952-562-5354

 

[lgilmore]

I noticed I had a post deleted today from this one. Did I do something wrong? Not that I am looking for trouble or want to take issue with anybody, but I wonder what was it about what I posted that was so wrong? I thought this post was merged a few weeks ago to just be a general Midwest forum where all comments were acceptable (as long as not nasty) and not just about poor shipping experiences? Wasn't that the case a few weeks ago or am I mistaken?

 

[Pappers_]

I noticed I had a post deleted today from this one. Did I do something wrong? Not that I am looking for trouble or want to take issue with anybody, but I wonder what was it about what I posted that was so wrong? I thought this post was merged a few weeks ago to just be a general Midwest forum where all comments were acceptable (as long as not nasty) and not just about poor shipping experiences? Wasn't that the case a few weeks ago or am I mistaken?

Hi Lgilmore. In the Company Review forum, the administrators have asked the moderators to not edit or censor reviews in any way, but that posts must be reviews and they must be from actual customers. As you can see from the many many negative reviews of all the major national companies, we allow all reviews to stand.

Your post above that I deleted wasn't a review, though, but a question directed to Todd at Midwest, and making a general point about their marketing strategy. I think its a fine point, but its not a review and probably not the best way to get a response from Todd.

In my deletion note, I suggested contacting Todd directly with your question and I still think that's the best approach. If you are a customer of Midwest, you might then add a 'review' of the response you get (I got a great response, I got a disappointing response, etc.)

The merged thread you mentioned was a giant thread that pre-dated the administrators creating this review forum, I believe. I merged the threads to keep things tidy and so that folks looking for reviews of Midwest didn't have to look in two different forums.

If any of this is unclear or unsatisfying, please don't hesitate to send me a PM and we can talk about it further.

Edit: I just realized that you might not be seeing my deletion note if you are using a mobile app to access the forum. When a moderator deletes a post, we always leave a deletion note that tells the poster why the post was deleted. I don't access the forum through the a mobile app (even when I'm on my tablet), so I don't always remember that app users don't see everything sometimes.

 

[lgilmore]

thanks, no did not see your deletion note, just use regular old computer...

Thanks for clearing up. The reason I did put the note here was I figure midwest folks read this often and I wasn't looking for just "me" getting a deal. I felt they should think about all their customers, of which I am one. I apreciate the feedback and you make sense. From my end, didn't want to look selfish about it.

Cheers.

 

[dstranger99]

Ordered mine 5-29. Website says "Still Processing".............ipe:

 

[DrHops]

I sent them an email 5-31 regarding my order that I placed on 5-21. I told them that if they couldn't ship it that day, to cancel my order and to refund my money. They responded later that day apologizing and canceling my order. Of course as of today they still haven't refunded my money. I've dealt with them before and never had any issues. This time though I think will be the last time. It would be different if they told me when I ordered that it wouldn't ship for awhile, but their email they sent me on 5-21 said that my order would ship within 2-5 business days, so that's what I expected. I placed an order 5-30 with Austin Homebrew and received shipping confirmation today. I'll stick with Austin and my LHBS from now on.

 

[Tippsy-Turvy]

I have been buying ALL my kits and equipment from MWS but a recent thread on this forum mentioned the shipping costs at Austin has made think twice. Sure, a couple of dollars difference is not a deal breaker for me but it seems to ship 2 kits from MWS it costs ~$20+ whereas to ship 2 from Austin is $6.99!

The only question now is, are the kits from Austin any much worse than those from MWS?

 

[kcbeersnob]

I used to be a big fan of Midwest, because of reasonable prices, fast fulfillment and two day ground shipping to my house. I've cut back on ordering from them, because of how slow their fulfillment time has been. My last two orders (one in January) have taken a week to leave the warehouse. That's excessive.

Their customer service has been very good and they offer a 10% discount to AHA members. Those are the only things keeping me from walking away completely at this point.

Today if I know I need something by the next weekend, I order from NB or Austin. If I can wait two weeks, I'll order from Morebeer and get free shipping.

I hope Midwest can return to their former performance.

 

[jlogue3454]

Has anybody else had a lot of trouble with Midwest Supplies taking like a week just to process your order? This is the 2nd time that it's taken more than a week and I'm pretty much fed up because this beer that I ordered ingredients for was supposed to be done for Father's Day.

 

[passedpawn]

[I merged a related thread into this one]

 

[PJoyce85]

Yep. Ordered some stuff 10 days ago and just got shipping confirmation today. It takes a week to get to where I am so 17 total days to process and receive my order (assuming it gets here is 7 days)

 

[Rhumbline]

I have been buying ALL my kits and equipment from MWS but a recent thread on this forum mentioned the shipping costs at Austin has made think twice. Sure, a couple of dollars difference is not a deal breaker for me but it seems to ship 2 kits from MWS it costs ~$20+ whereas to ship 2 from Austin is $6.99!

The only question now is, are the kits from Austin any much worse than those from MWS?

I've only got a half dozen brews under my belt to judge by, and I've never ordered kits from anywhere else, but I've been very happy with the kits I've gotten from AHS.

 

[benteach]

I ordered on 5/29 and the order status has not changed. I called today and they said they were backed up from the holiday weekend. I'm all for letting employees off for the weekend but you need to be prepared for this. I was told that the order should ship today. Wanted to brew this Friday, but if it does not arrive by then this will be the last time I order from them. I've always had an easier time with NB or Austin. Also, they might want to change the claim they have on their customer service site. "Currently, over 99% of all orders are shipped out within 24 hours."

 

[evrose]

Also, they might want to change the claim they have on their customer service site. "Currently, over 99% of all orders are shipped out within 24 hours."

Maybe your order was one of the 1% that didn't ship within 24 hours. It has to be someone, why not you?

 

[JoppaFarms]

Second order in a row I've had with them that has been in the "processing" phase for nearly a week. Getting frustrated with their turn-around.

 

[benteach]

Maybe your order was one of the 1% that didn't ship within 24 hours. It has to be someone, why not you?

From the posts above, I don't seem to be the only one. It's frustrating, I don't get many days to devote to brewing without kids or the wife around. Friday was going to be one of those days.

 

[kcbeersnob]

Just got my order today after waiting over a week. The most important (and most expensive) item I ordered was marked as backordered on the packing list. When I called, I was informed that they have no ETA. Lovely. To be fair, he asked if they could substitute, but they only have inferior products with which to substitute.

I get that sometimes things don't go according to plan, but they really need to get their act together fast.

 

[passedpawn]

[merged another thread into this one. That thread was critical of MWS shipping times ]

 

[Stauffbier]

I had a few issues with Midwest in the past. I wouldn't consider the issues abnormal for a large company like them. Their customer service people quickly rectified the problems, so I really don't have a beef with them. With that said I quit doing business with them a little over a year ago due to slow turn around and high shipping prices. I sill still use them every once in a blue moon to get things that only they carry, but that's it. I exclusively use Austin now, and I'm very pleased with them. With Austin I always get my order in 3-5 days, and you just can't beat the flat rate shipping.

 

[shoreline99]

Second order in a row I've had with them that has been in the "processing" phase for nearly a week. Getting frustrated with their turn-around.

Exactly my problem. I've been loyally using them for over a year with no issues, both kits and ingredients. Now it's become a pattern. Each time the orders take a week to ten days to ship.

The first time an order was delayed it was 'oh, your order got misplaced' or some such. They refunded my shipping and gave me a $25 credit. Pretty nice of them.

The second time it was apparently due to the warehouse move. Refunded shipping.

The THIRD time there wasn't even an apology from sales or customer service, just an email that said it would go out that day.

Hope they get the bugs out soon or I'll be looking elsewhere. Good thing I've got a few brews stacked up and I can wait and see if they improve their timing before I have to order again.

 

[benco]

Myl last order of one kit and a few small items took 12 days! I'm going to try austin or NB!

 

[kcbeersnob]

Check out this thread where the OP says they shipped him a smack pack that's five months old. They should be ashamed of themselves.

Last January I placed an order (containing yeast) on a Saturday. They packed the order the following Thursday, let it sit overnight in the warehouse, then FedEx picked it up on Friday where it sat in their facilities over the weekend before continuing its two day journey to Kansas. Of course the ice packs had melted and the yeast was room temp. At least it was January, not June.

I'm sorry, but I don't buy the recent excuse about moving. It seems to me that they have systemic problems.

 

[Biogrove]

My 1st two kits were from Midwest. One from a Craigslist buy with a fermenter bucket and a bottling bucket, capper, etc. Good starter EQ, very pleased. No problem with the next order either, but it took a while to arrive. I ordered one more and it took forever, 2+ weeks to ship. I tried AHS after a co-workers suggestion. I learned what good customer service is for Homebrew supply. I keep getting marketing fluff from MW even during their current challenges. They will not get anymore of my business. My LHBS and AHS suit my needs for now. Probably a natural progression of needs/wants; and, their lack of customer focus. There are far too many responsible, quality suppliers in this growing industry to put up with shabby treatment. Big thumbs down to Midwest Supply.

The easiest customer to keep is a current customer. They are losing them in droves!

 

[benteach]

Got a call back from Midwest tonight. They have refunded the shipping costs but still do not know when the order will be shipped out. Rather have my scheduled brew day than the shipping costs. Customer service makes or breaks it for me. BTW, I love vagrants.