whats up with AHB

[Spunkmeyer]

I ordered last Sunday for my state discount, and am a little surprised that mine hasn't shipped yet; it's by far the longest delay I've encountered in my many purchases from AHS. I only wish I had known in advance that the delay would be this long... I would have upgraded the shipping method accordingly.

 

[ArcaneXor]

I think the solution is simple:

Forrest, how about you simply post clearly and visibly on the home page, and then again during checkout, that there is currently a backlog of orders, and that shipping may be delayed up to x days if standard shipping is selected. To ensure prompt delivery, please select an alternative shipping option.

Austin Homebrew is a great store with excellent service. While I am strongly in favor of publicly discussing any issues with homebrew suppliers, I don't think that the degree of criticism AHS has faced recently is warranted. Hopefully Forrest will be able to resolve these issues or at least make it easier for customers to determine when they can expect their order to ship out at the time they place the order via an announcement as suggested above.

 

[DD2000GT]

...While I am strongly in favor of publicly discussing any issues with homebrew suppliers, I don't think that the degree of criticism AHS has faced recently is warranted...

I respectfully dissagree with your assessment. I think the degree of criticism is a direct reflection of customer experience. Why does it take one vendor 2 or 3 weeks to ship a product, and another vendor the next day after ordering? William ships next day, same price for a like kit with liquid yeast (without the one day sale AHBS is running - I can provide proof if needed), for $0.51 more in shipping - and I have never had a problem with any order yet. I will willingly pay the extra $0.51 for my order to get to me 2 weeks earlier and I will put money that most other homebrewers would as well.

It is free enterprise at its best! Buyers are not stupid, they shop around and listen to feedback. No need to be "sheep" just because another group worships them. If a company can't fix "personnel" issues that are negatively affecting their business in 3 months time - I say there are bigger issues than just slow shipping.

As I said before - I like the guys at AHBS, they are cool and are helpful when I stopped by to see them at their store. I WANT then to succeed - really. If you are willing to work with them because of past experiences - great, I respect your loyalty. But don't bash the disenchanted customers because they are getting poor service and keep recieving the same old worn out excuses.

 

[ArcaneXor]

But don't bash the disenchanted customers because they are getting poor service and keep recieving the same old worn out excuses.

No bashing intended, at all. I also agree that criticism is in order because the shipping issues have, as I have previously noted, been going on for some time. However, the degree of criticism is, IMHO, not proportional to the inconvenience caused, particularly because this is really the only issue they tend to be sub-par on. Their pricing is competitive, their service excellent, they are rarely out of stock for extended periods of time, and their ingredients are very fresh and produce very fine beers. I realize, of course, that my opinion is nothing more than that, and I respect those whose perspective differs.

So yes, I hope that the shipping issues can be addressed, and in the meantime made obvious by notification of prospective customers as I have suggested above. If they fail to do so, they will (rightly) continue to receive public criticism. But I do not think that this singular issue should be interpreted as if AHS is a poor, unreliable company in general, which I would strongly disagree with.

 

[DD2000GT]

Point made - and I agree. Good debate.

Dan

 

[Austinhomebrew]

No one mentions the $6.99 flat rate shipping. Is that something I should keep? It is the main reason there are delays. And it compounds when there is a sale.

I noticed Norther Brewers is up to 4 days to ship on their flat rate shipping. It used to be 3 days. They seem to be experiencing the same problem.

We normally ship within 2-3 days with the flat rate shipping. The sale has us behind 1-2 days. We have new employees starting on Monday. So, we should be caught up in a couple days.

For the past 8 years, approximately 40% of all of the daily internet orders are from new customers and the walk in floor has had a 20% increase every year. With over 25,000 customers so far and growing, sometimes orders go a couple of days behind. I am working to solve these problems caused by growth and insanely cheap shipping.

I am looking for a new store that is at least 12,000 square feet to hire more employees and have a bigger warehouse space.

I will keep you posted.
Forrest
Austin Homebrew Supply

 

[Chello]

Just out of curiosity, how big is your current store?

 

[Austinhomebrew]

Just out of curiosity, how big is your current store?

Only 6,000 sq ft.

 

[Lonnie Mac]

No one mentions the $6.99 flat rate shipping. Is that something I should keep? It is the main reason there are delays. And it compounds when there is a sale.

I noticed Norther Brewers is up to 4 days to ship on their flat rate shipping. It used to be 3 days. They seem to be experiencing the same problem.

We normally ship within 2-3 days with the flat rate shipping. The sale has us behind 1-2 days. We have new employees starting on Monday. So, we should be caught up in a couple days.

For the past 8 years, approximately 40% of all of the daily internet orders are from new customers and the walk in floor has had a 20% increase every year. With over 25,000 customers so far and growing, sometimes orders go a couple of days behind. I am working to solve these problems caused by growth and insanely cheap shipping.

I am looking for a new store that is at least 12,000 square feet to hire more employees and have a bigger warehouse space.

I will keep you posted.
Forrest
Austin Homebrew Supply

I love the flat rate myself, when I can afford the time... I know it is more of a wait selecting the flat rate shipping, NB included too... I expect that!

I placed my first order with you about a month ago Forrest... It was impeccable from packaging to delivery...

I got up this morning and placed another! I am brewing this next weekend! I bumped the shipping up from flat rate in this case so I could get the goods on time...

Now after all that, I forgot to put in the dang dang state code!

 

[JoeMama]

Solution:

• Bulk grains - Order multiple 55# sacks.
• Specialty grains - Order multiple 10# sacks.
• Hops - Order by the pound.
• Yeast - Order what you need...harvest the bountiful yield for foreseeable future.

Brew what you want, when you want.

View attachment 10023

F-That...

Solutionull up a spot on BMs couch for the foreseeable future.
-Me

 

[JoeMama]

No one mentions the $6.99 flat rate shipping. Is that something I should keep? It is the main reason there are delays. And it compounds when there is a sale.

I think that this is a HUGE point that people are missing. This cost is obviously not the REAL cost of what it takes to ship peoples orders (regardless of how MUCH they order) I can understand why it takes a bit longer to ship when going by this shipping model for your customers.

Ive ordered from your store before, and I will say that getting the order RIGHT the FIRST TIME (even after having to call in to make a change here or there) is worth the extra little wait.
+1 to AHS for attention to detail.

You think the wait sucks now? Try getting a botched order fixed...
There is your wait. (and aggro)
-Me

 

[AJ_in_HD]

No one mentions the $6.99 flat rate shipping. Is that something I should keep? It is the main reason there are delays. And it compounds when there is a sale.

I noticed Norther Brewers is up to 4 days to ship on their flat rate shipping. It used to be 3 days. They seem to be experiencing the same problem.

We normally ship within 2-3 days with the flat rate shipping. The sale has us behind 1-2 days. We have new employees starting on Monday. So, we should be caught up in a couple days.

For the past 8 years, approximately 40% of all of the daily internet orders are from new customers and the walk in floor has had a 20% increase every year. With over 25,000 customers so far and growing, sometimes orders go a couple of days behind. I am working to solve these problems caused by growth and insanely cheap shipping.

I am looking for a new store that is at least 12,000 square feet to hire more employees and have a bigger warehouse space.

I will keep you posted.
Forrest
Austin Homebrew Supply

I want to say that I enjoy the various options you provide to ship, and it seems reasonable to assume that a flat rate shipping will take longer after all you get what you pay for.

In this day and age when everyone is looking to cut costs if we want something yesterday, then the best option is your LHBS as you can go there in person.

I enjoy supporting the LHBS as well as AHS as some items are cheaper at each location. Many people seem upset that orders are delayed and I would say that AHS could easily have avoided aggravating people by simply posting that during their big sale a delay was possible.

Forest, think of the problem like this...when you are at an airport and a flight is delayed, don't you get irritated? What tends to calm me down is knowing the reason for the delay...somehow knowing that makes the delay more bearable.

My order was delayed as well, but I wasn't overly concerned because I came to these forums first and knew the likely reason for the delay so I didn't feel the need to flame.

Keep up the sales, targeted or however man! My order should arrive early next week which will give me more than enough time to brew next weekend. I originally wanted to brew this weekend, but it turns out I'm still way too tired from Mardi Gras to brew so it's no problem.

Cheers.

 

[zacster]

I ordered from them a few weeks ago and it was shipped next day, no problems at all.

 

[KerryD]

and it seems reasonable to assume that a flat rate shipping will take longer after all you get what you pay for.

Not singling this poster out... their post wasn't really about this... but Forest, here is the problem with the flat rate shipping thing.

ASSume.

It is very clearly stated but people are... well... let's leave it at that...

You need to get the web guys to make one of those forced acceptance in order to proceed pop up check box thingies on this flat rate shipping option that says the order will be delayed.

They clearly aren't seeing/reading it.

 

[beerocd]

I really feel for AHS. How about taking a cue from Amazon with the shipping prices? They have the cheaper shipping options but it's not automatic. When you go to the shipping page - the faster shipping method is automatic and you can downgrade your flat rate shipping to save money with the understanding that it may take longer to get your stuff.
You'll never make everyone happy, even if you execute perfectly there are going to be people trying to take advantage of you by complaining for free stuff or partial refunds or even just for sport.

-OCD

 

[DD2000GT]

Not singling this poster out... their post wasn't really about this... but Forest, here is the problem with the flat rate shipping thing.

ASSume.

It is very clearly stated but people are... well... let's leave it at that...

You need to get the web guys to make one of those forced acceptance in order to proceed pop up check box thingies on this flat rate shipping option that says the order will be delayed.

They clearly aren't seeing/reading it.

This is directly off their website under "Shipping and Returns:

"Orders placed with us will be shipped out within 2-3 business days. Our expedited shipping service will guarantee that your order will be shipped out on the same day that we receive it."

As a buyer - I would ASSume this means my order would go out within 3 days - NOT 3 weeks.

 

[Austinhomebrew]

I really feel for AHS. How about taking a cue from Amazon with the shipping prices? They have the cheaper shipping options but it's not automatic. When you go to the shipping page - the faster shipping method is automatic and you can downgrade your flat rate shipping to save money with the understanding that it may take longer to get your stuff.
You'll never make everyone happy, even if you execute perfectly there are going to be people trying to take advantage of you by complaining for free stuff or partial refunds or even just for sport.

-OCD

I am already on it. The $6.99 option has a bold header that says "I can wait 2-4 days for my order to ship" The expedite option says "I would like my order to ship in 1 day" I also removed the default.

Thanks to the 127 people that ordered yesterday. We are currently taking 4 days to ship. But we have new empoyees arriving on Monday so the ship day will be faster soon. Our normal shipping time is 2-4 days for the $6.99 flat rate shipping. 2-4 days is a realistic ship time for how much you save on shipping. And a day extra because we are having a sale and you saved even more, should be ok, I would hope. We have had people order a couple hundred pounds of grain on sale. They only paid $6.99 for shipping and we paid $76 for the shipping. We should have the best delivered price on just about everything. We can't have the lowest price on every item, but if you add up your entire order and compare, we should save you some money.

Thanks for the orders and support.

Forrest
Austin Homebrew Supply

 

[KerryD]

This is directly off their website under "Shipping and Returns:

"Orders placed with us will be shipped out within 2-3 business days. Our expedited shipping service will guarantee that your order will be shipped out on the same day that we receive it."

As a buyer - I would ASSume this means my order would go out within 3 days - NOT 3 weeks.

At checkout where you have to pick your shipping option,

Flat Rate Shipping Best Value!
Flat rate shipping is the best value because you pay only $6.99 to ship your entire order, no matter how large or small. All orders are completed in the order that we receive them, unless you pay to expedite. Then your order moves to the front of the line.

See what happens when you Assume?

 

[gasman]

i am the original poster and alot of people bashed me.... i maybe a new person to brewing but i think i have alot of experience in customer service and i am glad to report they shipped my order, 8 days later, just thought that was pretty long wait....but i will say i am happy to get all the info about the problem from this forum....and for the people who bashed me for my complaint, i thought that was what open forums are about........complaints and positive feedbacks

 

[Yooper]

I made up my order, and saved it under my "wishlist" for when Michigan comes up! I can wait on all of my items, but it's time to stock up! I'm ordering just about everything- sacks of grain, hops, cheese salt, specialty grains, yeast, etc. 10% off will save me over $25, so I don't mind waiting a bit longer.

 

[Evan!]

See what happens when you Assume?

To be fair, when a website says "Orders placed with us will be shipped out within 2-3 business days.", there aren't a whole lot of assumptions to be made. "...will be shipped..." is a definitive declaration.

 

[DD2000GT]

To be fair, when a website says "Orders placed with us will be shipped out within 2-3 business days.", there aren't a whole lot of assumptions to be made. "...will be shipped..." is a definitive declaration.

THANK YOU sir! I wanted to make the same point, but at this point it would just appear to be a pissing match...

 

[Austinhomebrew]

I fixed this as soon as I could. Here is what the website says now:

I want my order to ship today. Expedited UPS Ground
If you place your order before 2 pm CT, Monday - Friday, your order will ship on that day. Expedited orders received during the weekend will ship on Monday. The quoted shipping rates are the actual UPS cost with no added handling fees.

I can wait 2 - 4 business days for my order to ship. Flat Rate
Your entire order ships at the flat rate fee of $6.99 in 2 - 4 business days. During sales and periods of increased order volume this shipping method may take longer. Delivery time takes 1 - 5 business days depending on your location. Flat rate shipping is only available within the 48 contiguous states. If you need your order sooner, please chose one of the other options below.

Sorry for the delay. We should be back to normal within a couple of days now that we have some extra help starting today.

Thanks for your patience and understanding.

Forrest

 

[KerryD]

To be fair, when a website says "Orders placed with us will be shipped out within 2-3 business days.", there aren't a whole lot of assumptions to be made. "...will be shipped..." is a definitive declaration.

Well, and to again be fair, I think context matters a lot. IMHO it was clear they were talking about normal orders and not those where you opted for the flat rate shipping charge.

But as I said earlier in the thread, it obvioulsy needed to be made more clear.

 

[SpanishCastleAle]

Forrest,
Just my 2 cents but I think if you threw in a couple of 'usually's that might help a few potential misunderstandings.

Such as:
At the flat rate fee of $6.99 your entire order usually ships in 2 - 4 business days.
Delivery time usually takes 1 - 5 business days depending on your location.

 

[underwaterdan]

I understand all of the symantics, but the bottom line is the guy is trying to do a good thing, and he is getting a ton of grief for it.

 

[MMasher]

I order from them and have had no problems in the past normal time is about a week and I live in texas but they are having a big sale right now and could be backed up

 

[fezzman]

I placed an order on 2/23 that I'm still waiting on. I normally would have received my order by now but already figured that it would be delayed just because of the sales. AHB has my loyalty when I can't make it to my LHBS and service has always been top notch. Thanks for the updates, Forrest.

Too bad I needed to order before my state came up. ...I gots ta brew, yo. Just look at how sad my signature is. lol

 

[TheBandit]

Well I received the order I placed on 2/19 today 3/2. I knew it was gonna take time so that didn't bother me. After checking the contents I realized that I was missing 2 lbs of LME. I called and was told that yes the kit I was talking about should have 6 lbs instead of 4 but I would have to call tomorrow because they were not able to view my receipt. The man apologized and said they would make it right. We'll see tomorrow.
Anthony

 

[golfnmotorcycles]

I posted before (I think) both here and in the other "bash AHS" thread. After my last order update, I thought it was only fair that I post again.

I placed an order on Thursday, the 26th. It was around 2:00 or so central time when I placed it. Not a truck load of grains or anything, just 25 pounds of the usual, with about 10 or so of that being grain. I wasn't in a hurry, so I took the standard "we're ripping them off at this rate" shipping, and waited patiently. Today I got an order update and my stuff will leave Texas tonight, brown truck willing.

I don't care what business I may ever be in (bar and grill with an onsite stripclub would be my only option) I would never ship 25# of anything for $7.

Keep up the great work AHS.