I spent nearly 5 hours in line today in the cold, off and on rain with hundreds of other people fairly confident I'd get my allotment of Hand of glory and the other released beers today (but mostly HoG). Was 2 people behind the register when they told us that they just sold out. I didn't get any...5 hours wasted.
Holy Mountain release lines have increased exponentially and this was the biggest one I've seen to date. At this point they should be anticipating this, and working to make the process as seamless and efficient as possible. The exact opposite happened today.
As soon as 12pm rolled around (bottles sales began), the line barely moved. It took us 5hours to get from where we were in line (starting at 10:15-10:20am and yes I know people lined up earlier). The pace at which they weren't able to keep the line moving was honestly embarrassing. On top of that, they did not provide any sort of awnings or relief from the rain which was pretty consistent for the first 3-4 hours and then off and on for the last hour or so. No hot drinks were available, no snacks...nothing. Other local breweries have done this, and given our weather in Seattle it definitely helps to boost spirits and show that you CARE about your customers and the fact they're spending most of their day waiting for your product.
Additionally, 2 hours before the bottles sold out, I went up and asked someone manning the register about bottle limits and whether or not they were aware of the line length, and if they plan to adjust limits accordingly so at least people can get a bottle rather than zero bottles. His response was simply "eh...we're gonna roll with it". In other words "we haven't thought about it, and we're not going to". And then guess what? They sell out 3 bottles to everyone and then suddenly the rest of us get zero. Great...like I didn't see that coming. I guess I just had hoped they were a little more in tune with how to run a beer release...I was mistaken.
Finally, I was so upset (accordingly so after waiting 5 hours) that I asked if I could get additional bottles of Mango Table (2 per person). And they said YES! I declined because then I'd be now creating the potential that people behind me might not get some and I didn't want to do that...which they didn't seem concerned with.
Honestly, this was a complete disappointment and has unfortunately changed my view of Holy Mountain. Great beers, terrible customer service and abysmal release management. I expected more.
--J