I placed an order a week ago online from Northern Brewer and, besides an email that says there's been a "delay", have been unable to get any further update from NB about my order. It's been a week, and the order is still unfulfilled despite their website still indicating that they're shipping most orders in 2-3 business days.
Today, I saw that there were several threads both on HBT and Reddit about the delays brewers have experienced with NB over the past year--some up to two weeks or more!!! I understand that there are staffing issues and other logistics affecting nearly every business, but it makes no sense that NB's competitors can deliver same day while they are struggling in this regard.
For reference, I sent three texts to the textable number provided on the NB website, sent two emails--one for an update, one to cancel the order, and attempted to call the textable number as well as the Milwaukee retail store as there is no number to reach customer service available anywhere that I've been able to find (and I've looked HARD).
Because I've heard nothing back from them, I called my CC company to dispute the transaction. I hate doing this to any merchant, but this lack of customer service and responsiveness makes me lose faith that NB will come through on their promise to either provide the goods I've ordered or refund the money. Quite frankly, I've never experienced such a poor customer service/ordering experience. I'm not the kind of person that expects immediate service or shipping, but I do expect some degree of responsiveness from the merchants I buy from.
I know that there are plenty of quality suppliers out there, and I intend on giving them my business. I'm equal opportunity as I don't have a LHBS anywhere near me, and the one I've always used (Texas Brewing, Inc.) decided to pare down their homebrewing operations and focus on their commercial brewing supplies after covid.
Unfortunately, I have to recommend against anyone ordering from Northern Brewer. My experience was horrible at best. I know that I'm not the only one, and I also know that others have had good experiences, but I need to share my experience to protect other brewers from having a similar experience to mine.
Today, I saw that there were several threads both on HBT and Reddit about the delays brewers have experienced with NB over the past year--some up to two weeks or more!!! I understand that there are staffing issues and other logistics affecting nearly every business, but it makes no sense that NB's competitors can deliver same day while they are struggling in this regard.
For reference, I sent three texts to the textable number provided on the NB website, sent two emails--one for an update, one to cancel the order, and attempted to call the textable number as well as the Milwaukee retail store as there is no number to reach customer service available anywhere that I've been able to find (and I've looked HARD).
Because I've heard nothing back from them, I called my CC company to dispute the transaction. I hate doing this to any merchant, but this lack of customer service and responsiveness makes me lose faith that NB will come through on their promise to either provide the goods I've ordered or refund the money. Quite frankly, I've never experienced such a poor customer service/ordering experience. I'm not the kind of person that expects immediate service or shipping, but I do expect some degree of responsiveness from the merchants I buy from.
I know that there are plenty of quality suppliers out there, and I intend on giving them my business. I'm equal opportunity as I don't have a LHBS anywhere near me, and the one I've always used (Texas Brewing, Inc.) decided to pare down their homebrewing operations and focus on their commercial brewing supplies after covid.
Unfortunately, I have to recommend against anyone ordering from Northern Brewer. My experience was horrible at best. I know that I'm not the only one, and I also know that others have had good experiences, but I need to share my experience to protect other brewers from having a similar experience to mine.