Hey Guys, not really sure of the best way to start this. It's hard because when name-calling begins, you know things are just short of disaster.
First, I'm sorry to hear about the OP's issues. The hard part about being a growing company in the stage we are at is there are lots of things to address but no staff to address them with. I know some of you are saying "hire someone else" ... not that easy in this economy.
The OP was really mad because we did not offer to sub out Cascade pellet hops for whole hops. I personally have been screamed at - Screamed at - for being "so dumb" as to offer pellet for whole. I still remember this quote - "If I wanted pellet hops, you dumb ****, I would have ordered them!" ... This is the reason no one asked about the sub - because there are a lot of irrational people out there, and at times when we think we are doing the right thing, it is the wrong thing. And vice versa. So please don't judge the CS department too harshly simply because they did not do something you would have. They are good kids who work hard. Yes they should have contacted you, I don't know why they didn't. Some times our e-mails get caught in spam filters, so you may want to check that.
I can't blame you guys for being mad at us. We totally messed up, and I'm really sorry about that. I'll put this out here now ... if you order again from us, put in the comments section to have JP confirm the order before it ships. I will personally go down and verify that the contents are correct.
As for the inventory stuff, we have a new purchaser who has ran a homebrew shop before and knows what stuff to bring in and when. One of our problems, IMO, was that we tried to have software dictate what to order and when. That just did not work.
We are always working on improving things here - less than 1% of our orders go out missing items, and for those of you in any sort of warehouse job, you know that is a pretty good stat.
Please send me an e-mail at jp at morebeer dot com if you guys ever have issues like this. I'll do my best to help you out.