I placed what will likely be my LAST order with NB last Sunday. Last night, I emailed customer service, asking what was up, as I am used to seeing orders shipped in two business days.
The response was: "We apologize for the delay! The warehouse has been very busy of late, and we are running a ways behind where we want to be on the grain-room orders. Those are the most labor-intensive, and they need to be made to order, of course. We're all working hard to get caught back up, and get everyone's orders out the door! We'll have this shipped for you soon, but it will be a bit longer before it ships. We hope this will not cause any major inconvenience."
At about 9:30 this morning, I responded to that email telling them, you know what, let's just go ahead and cancel the order, as I need to brew mid to late next week. By the end of the day today, I have heard nothing from them. That is totally not acceptable to me. I am NOT going to conduct business via email and have to wait a day to get a response. They have no phone number listed to call and talk to a human being.
This is the way customer service is trending in today's mega-corporate business climate, the bean counters gotta squeeze every single penney out of the business.....at the expense of quality of product/service.
BTW. Ordered from morebeer tonight, and with the free(slow) shipping, it is supposed to be here next Wednesday, in time for me to keep my date with my Brewzilla.
YMMV
Lon