WORST Home Brew Store experience ever!

[trufleshufle13]

skimmed kinda quick through this thread but didnt see anyone actually post the guys response.

this is taken from one of the links posted way earlier in the thread

This is the owners response to all the negative comments on their info page.


" First, Although I was not there, I find it extremely difficult to believe that such words would ever be said in our store. That said, even if the conversations were not correctly recounted in his posting, obviously, the customers have left with these perceptions. This is a major concern. We have had several conversations about the postings. We agree that over recent years, with our mail order business growing, it has been increasingly difficult to be as amiable as we should be to the walk in customers. We owe a heart felt apology to anyone who has experienced our rudeness. We never intend to offend anyone. We took a step back and took a look at how we actually appear to the walk in brewer... It was not pretty. We agreed that we need to make efforts to be conscious of this, as well as be more friendly and helpful regardless of the workload. We are also addressed ways to increase our efficiency and make more time to achieve this. Although it may not have been evident to some recently, we still look at our local brewers as our valuable customers and good friends. Dave"


i got 2 local brew stores, none of them are rude. one guy is pretty stand off ish/ unhelpful and another is an older guy (very very older) who seems like he knows a lot about brewing but not communicating. still both amazing stores, ive just learned when to go in to get the people i like.

 

[MeatyPortion]

"We agree that over recent years, with our mail order business growing, it has been increasingly difficult to be as amiable as we should be to the walk in customers. "

I don't see what one has to do with the other. It sounds like they acted like pricks, business suffered because of it, and they decided to grovel in hopes of getting people to come back. Lame.

 

[BIGREDIOWAN]

Glad I don't live in that area, what an a-hole!

 

[northernlad]

I don't see what one has to do with the other. It sounds like they acted like pricks, business suffered because of it, and they decided to grovel in hopes of getting people to come back. Lame.

This is why some of us in the service industry let people walk away.
The statement about perception is the most accurate one he made. It won't ever matter to a customer who has made up his mind to see a thing a certain way.

I quoted a customer a piece of equipment from two quality manufacturers. She thought they were both too much money so i offered a list of cheap crap for her to look at. She chose the cheapest. I told her I did not know anything about the manufacturer and could not comment on their quality. She ordered it any way.
So... it was DOA. We don't warranty equipment, the factory does. All I have to do is give her the number of the warranty department and send her on her way. Instead, as soon as I am made aware of a problem, I spend the better part of the next two weks making sure somebody is moving forward getting it fixed. I tell her we'll take care of it if, after it has been serviced, it does not work as as stated by the manufacturer, but they have to be given the chance first.
It gets fixed but, amazingly, is still a cheap piece of crap. There is nothing I can do for "I don't like it" vs "it doesnt work." She chose it, I warned her.
What do I get for 2 weeks of ulcers due to daily calls from her? I get "I am going to shop anywhere but with you". Whatever lady. Good riddance.
Some people cannot be pleased.

 

[Sparky]

Well, this sounds like a great business opportunity...
... for those that live in the area.
hint, Hint, HINT

 

[SkylerChaBro]

By posting his website on a brew forum, you just INCREASED his pagerank. You should remove them, all you're doing it promoting him by posting it.

If you really want to get back, look for sponsored search results and click on them. He pays per click (if he pays at all).

Better yet, Google Bomb him in this way:

NAMBLA

That points to his site, not NAMBLAs, but it will place him on the list of search results when someone queries NAMBLA.

That is a win for your sir.

As for the LHBS experience, skrew that place. Get your supplies online if you need to, but never return to that sh-thole again. Make sure to watch for when he goes out of business as well. Treating customers like that won't exactly grow the business.

His website blows as well, I wouldn't order from it even if I didn't know about this.

 

[HerotBrewer]

I have to say I have never had that experience, but I've only ever been to one HBS. It's seriously a guy in his garage who as far as I know does little or no mail order, but he's there, open fro 6pm-8pm every evening (after his real job), and the one time I went in, he was encouraging, helpful, offered to taste my beers and give pointers, and quite willing to spend 30 minutes talking. Great guy.

 

[RobWalker]

Screw national pizza chains. Try this: https://www.homebrewtalk.com/f14/mash-tun-spent-grain-pizza-181644/

Pizza Hut is awful. After the pizzas are cooked, they spray them with oil to make them appear shiny - disgusting stuff!

 

[MeatyPortion]

This is why some of us in the service industry let people walk away.
The statement about perception is the most accurate one he made. It won't ever matter to a customer who has made up his mind to see a thing a certain way.

I quoted a customer a piece of equipment from two quality manufacturers. She thought they were both too much money so i offered a list of cheap crap for her to look at. She chose the cheapest. I told her I did not know anything about the manufacturer and could not comment on their quality. She ordered it any way.
So... it was DOA. We don't warranty equipment, the factory does. All I have to do is give her the number of the warranty department and send her on her way. Instead, as soon as I am made aware of a problem, I spend the better part of the next two weks making sure somebody is moving forward getting it fixed. I tell her we'll take care of it if, after it has been serviced, it does not work as as stated by the manufacturer, but they have to be given the chance first.
It gets fixed but, amazingly, is still a cheap piece of crap. There is nothing I can do for "I don't like it" vs "it doesnt work." She chose it, I warned her.
What do I get for 2 weeks of ulcers due to daily calls from her? I get "I am going to shop anywhere but with you". Whatever lady. Good riddance.
Some people cannot be pleased.

I'm not saying that customers can't be dickheaded, I used to work in the retail and pizza delivery so I've dealt with many asshats. This LHBS that the OP is talking about gave a nonsensical reason for acting like jerks; it wasn't that they tried but came up short, it's that they really didn't try at all and didn't even care UNTIL they saw that it was costing them business.

 

[Old_E]

I'm not saying that customers can't be dickheaded, I used to work in the retail and pizza delivery so I've dealt with many asshats. This LHBS that the OP is talking about gave a nonsensical reason for acting like jerks; it wasn't that they tried but came up short, it's that they really didn't try at all and didn't even care UNTIL they saw that it was costing them business.

Seems to me they knew, or should have known, this would cost them business. I don't see how anyone in their right frame of mind could think any differently.

 

[Turk10mm]

Pizza Hut is awful. After the pizzas are cooked, they spray them with oil to make them appear shiny - disgusting stuff!

Somethings changed in the 15 years since I worked at pizza hut in college then. I was always surprised at the quality of food that was made and the clean kitchen. Still eat it today from time to time when I have to. I cooked pizzas for almost two years there, the only oil I ever used was in the bottom of pan pizzas.

I prefer a local joint to any of the major chains.

As for the manager of the Pizza Hut, you should contact the area manager. Pizza Hut has a 100% satisfaction guarantee, or did 15 years ago at least.

 

[Turk10mm]

I've been to my LHBS, well one of them across town. Defalcos. Nice place, good service. I even received a display model of an item at discount rather than tell me they didn't have any.

If a local business owner told me that he didn't need my business I would be on the warpath.

 

[chiefbrewer]

Love this thread...mainly because I have been wanting to vent about a certain LHBS in my neck of the woods.

When I first started brewing I lived in Duluth, GA (just outside of Atlanta). The closest LHBS was "Home Brewin Supplies" in Lilburn. Great people. They carry bulk grain, weigh it and crush it for you, carry a pretty large inventory, give free brewing classes. They do have a tendnency to cater to the not-very-knowledgable" brewers that just want to make quick, cheap, easy beer...but if you press them, they are knowledgeable, and helpful.

Then I moved out to Flowery Branch...much further from the ATL. Found a homebrew store that was closer than the one I had been going to. First time I went in, i was shocked at the lack of inventory. I went in with a recipe. All he had was pre-packaged grain...didn't even have a mill. I had to pay more than I would have at the other store because I couldn't buy it by the pound. When I asked about getting the grain crushed because I didn't have a mill, he said "just roll those cans of LME over the grain" ...okay. They guy didn't even carry floating thermometers...all he had was the stick on kind for the outside of the fermentor!!! My beer turned out crappy, and I starting driving 20 miles further each way to go back to the other store...

Fast forward to a couple of weeks ago. I had sold all my equipment and was going to get back into it...but I was going to start doing a partial mash. I found someone on amazon that had a "basic kit" that was a little more customized, and had everything I needed except the two kettles for $75 + shipping. I called the people at Home Brewing Supplies in Lilburn and asked if they would price match, and they said sure. When I got ready to buy...i figured I would give the other, closer store another chance. I went in there and asked if they would do a price match...he said "Maybe, as long as you buy an ingredient kit from me also"...I said, "well, I kind of need a custom kit, because I am doing partial mash"...he said "those kits are partial mash"..I looked at them and replied.."no, those are partial grain..specialty grain kits"...he said "same thing"..."Never mind", I said...and walked out.

 

[skinydipper]

I jsut read, well skimmed most of it actually, this entire thread. I don't know why. I have one question, why would you expect a homebrew store that has .com in the name and has a website that is clearly geared for internet orders to stop everything they are doing to for a walk in? They are very clear that you are welcome to pick up your order to save time/shipping but please order ahead of time so they have time to process the order. The store front is obviously there for customer pick-up.

Not saying that being rude is acceptable, but calling the owner an ******* because he doesn't change his business model to meet your needs is like the pot calling the kettle black.

 

[MeatyPortion]

Seems to me they knew, or should have known, this would cost them business. I don't see how anyone in their right frame of mind could think any differently.

Exactly.

 

[chiefbrewer]

Not saying that being rude is acceptable, but calling the owner an ******* because he doesn't change his business model to meet your needs is like the pot calling the kettle black.

I think he was calling the owner an ******* because he was rude, not because he won't change his buisness model...and when you have a website that claims your employees are all brewers who love to help customers who have questions...and then they are rude instead...well, that is not cool.

 

[IrregularPulse]

Pizza Hut is awful. After the pizzas are cooked, they spray them with oil to make them appear shiny - disgusting stuff!

Oh no garlic butter spray all over my pizza!! Wait, never mind, that is delicious. Read the can before you assume it's purpose is solely cosmetic. I love Pizza Hut Pan Pizza.

 

[BlackDogBrewing]

Never go there again. What an a'hole.

 

[skinydipper]

I think he was calling the owner an ******* because he was rude, not because he won't change his buisness model...and when you have a website that claims your employees are all brewers who love to help customers who have questions...and then they are rude instead...well, that is not cool.

I guess I still don't understand. It's obviously a web based business, it's even called heartsbrewing.com. The website has links to ask questions.

I have a Dominos pizza in my hometown. I know they are a home delivery pizza business, but I also know that I can call my order in and go pick it up. I'm sure I could walk-in and order a pizza and wait for them to make it for me. I would imagine if I walked in and ordered a pizza off the menu, then started asking them what they would think if I ordered a sausage instead of a pepporini, then started asking them questions about changing their dough recipe then they would get cranky. Especially if I expected them to stop preparing their normal call-in and delivery orders that were ahead of me walking in.

Oh well, I'm still kicking myself for reading this thread let alone posting an opposing view.

 

[chiefbrewer]

I have a Dominos pizza in my hometown. I know they are a home delivery pizza business, but I also know that I can call my order in and go pick it up. I'm sure I could walk-in and order a pizza and wait for them to make it for me. I would imagine if I walked in and ordered a pizza off the menu, then started asking them what they would think if I ordered a sausage instead of a pepporini, then started asking them questions about changing their dough recipe then they would get cranky. Especially if I expected them to stop preparing their normal call-in and delivery orders that were ahead of me walking in.

Yes, because buying equipment and ingredients for making beer yourself is exactly like ordering a pizza.

 

[ndsgr]

Pizza Hut is awful. After the pizzas are cooked, they spray them with oil to make them appear shiny - disgusting stuff!

I'm another ex-pizza hut pizza maker. We never sprayed the tops of pizzas with oil. However; we did put oil in the pan prior to putting the frozen puck of dough in, then sprayed that with oil prior to proofing the dough.

Back to OP - When I worked for a Vegas hotel we were always drilled that it took 1 bad customer experience to lose 8 potential customers. It took approximately 30 good customer experiences to make 1 new customer. The odds are not in favor of the proprietor. All the more reason to be good to all your customers. OFF TOPIC RANT: Then the stupid hotel would oversell rooms by about 200 and we would have a ton of people in the lobby extremely pissed that they would be spending the night NOT in the room they booked and possibly not in any room at all. /RANT

 

[Christafer11]

I have to say skinydipper your a dumb ass ordering dominos pizza and buying beer supplies are so far apart. One is a bix box fast food who stamps out product like a machine and the other is a local owner operator with craft/specialty products that most all its customers customize on every order. One has 3 stoned pot heads taking your $5.00 for a crappy pizza and the other the owner or one of his 3 employees is there to help you decide what may or may not be better in your beer. If we wanted big box crap we would buy Budweiser or Coors or Miller or nameless other crappy beers we DONT if you want to compare lhb to pizza use pappa murphys they will let you pick anything you want and your go home and cook it. BUT ITS STILL PIZZA NOT BEER I know they go together but not the same in this case.

 

[Old_E]

I guess I still don't understand. It's obviously a web based business, it's even called heartsbrewing.com. The website has links to ask questions.

I have a Dominos pizza in my hometown. I know they are a home delivery pizza business, but I also know that I can call my order in and go pick it up. I'm sure I could walk-in and order a pizza and wait for them to make it for me. I would imagine if I walked in and ordered a pizza off the menu, then started asking them what they would think if I ordered a sausage instead of a pepporini, then started asking them questions about changing their dough recipe then they would get cranky. Especially if I expected them to stop preparing their normal call-in and delivery orders that were ahead of me walking in.

Oh well, I'm still kicking myself for reading this thread let alone posting an opposing view.

Regardless of the name, there exists a retail, walk-up, brick and mortar store, for customers to go to. Why have this if you are not really willing to properly operate it? Just have the internet business. Its absurd, as is that argument. Putting .com on the name doesn't give license to act inappropriately... unless, of course, you don't intend to make that side of the business work.... but then, again, why would you open that in the first place???

 

[wildwest450]

I guess I still don't understand. It's obviously a web based business, it's even called heartsbrewing.com. The website has links to ask questions.

I have a Dominos pizza in my hometown. I know they are a home delivery pizza business, but I also know that I can call my order in and go pick it up. I'm sure I could walk-in and order a pizza and wait for them to make it for me. I would imagine if I walked in and ordered a pizza off the menu, then started asking them what they would think if I ordered a sausage instead of a pepporini, then started asking them questions about changing their dough recipe then they would get cranky. Especially if I expected them to stop preparing their normal call-in and delivery orders that were ahead of me walking in.

Oh well, I'm still kicking myself for reading this thread let alone posting an opposing view.

You should kick yourself for posting the worst analogy in internet history.


_

 

[IrregularPulse]

I have to say skinydipper your a dumb ass...

Regardless of personal opinion, we don't treat each other around here like this. There is no name calling. We are a civilized group who are grown up enough disagree.

 

[skinydipper]

Regardless of the name, there exists a retail, walk-up, brick and mortar store, for customers to go to. Why have this if you are not really willing to properly operate it? Just have the internet business. Its absurd, as is that argument. Putting .com on the name doesn't give license to act inappropriately... unless, of course, you don't intend to make that side of the business work.... but then, again, why would you open that in the first place???

This is my point exactly. I know what the Dominos business is, therefor I don't expect to receive something they don't offer. The OP walked into a web based business expecting to receive personal service. The OP gets angry because the web based business owner did not stop his business process to tell the OP that modifying an award winning brew by adding honey and more hops is perhaps the most brilliant idea ever. Oh, and holy ****, maybe he should reconsider the whole on-line business thing. I mean come on, Net-Flix has proven that internet sales will never keep up with walk-in businesses like Blockbuster. Oh yeah, maybe he should take the .com off the end of his business name - it only causes confusion, his customers won't recognise it as an on-line business. Oh, closing his store and running the business from his garage is a great idea. Now if he can just get his garage rezoned, approval from his HOA, and a pile of permits from the city and/or county he can save 20%-30% in tax deductions, oops I mean operating costs.

So the guy was rude. Put your big girl panties on and get over it. Going on a popular web site and calling him an ******* is unlikely to make him want to change his business plan to a walk-in friendly atmosphere. This thread is several years old, the website is still up, the guy is still in business so his business plan must be working. I also notice on his website that he still is not, and doesn't seem to be planning on becoming a walk-in store, curious as that is after the berating he has taken here and other places for not catering to local brewers.

 

[ndsgr]

One has 3 stoned pot heads taking your $5.00 for a crappy pizza and the other the owner or one of his 3 employees is there to help you decide what may or may not be better in your beer.

Can we combine those? I like to buy my homebrew supplies from stoned potheads. They are so encouraging!

"Dude, that beer sounds absolutely ***king EPIC! Seriously, E-P-ick! Well, not ick... I can't ***king spell. MAKE THAT BEER!" - actual quote from one store I was at, the guy was toast. Made me want to brew some beer though!

 

[Old_E]

This is my point exactly. I know what the Dominos business is, therefor I don't expect to receive something they don't offer. The OP walked into a web based business expecting to receive personal service. The OP gets angry because the web based business owner did not stop his business process to tell the OP that modifying an award winning brew by adding honey and more hops is perhaps the most brilliant idea ever. Oh, and holy ****, maybe he should reconsider the whole on-line business thing. I mean come on, Net-Flix has proven that internet sales will never keep up with walk-in businesses like Blockbuster. Oh yeah, maybe he should take the .com off the end of his business name - it only causes confusion, his customers won't recognise it as an on-line business. Oh, closing his store and running the business from his garage is a great idea. Now if he can just get his garage rezoned, approval from his HOA, and a pile of permits from the city and/or county he can save 20%-30% in tax deductions, oops I mean operating costs.

So the guy was rude. Put your big girl panties on and get over it. Going on a popular web site and calling him an ******* is unlikely to make him want to change his business plan to a walk-in friendly atmosphere. This thread is several years old, the website is still up, the guy is still in business so his business plan must be working. I also notice on his website that he still is not, and doesn't seem to be planning on becoming a walk-in store, curious as that is after the berating he has taken here and other places for not catering to local brewers.

I think our "points" were polar opposites. Maybe I didn't do a good job of properly stating my point.

oh well... I must be bored if I'm arguing this.

 

[chiefbrewer]

This is my point exactly. I know what the Dominos business is, therefor I don't expect to receive something they don't offer. The OP walked into a web based business expecting to receive personal service.

This would be a great point, except they ARE offering walk-in service, otherwise they would lock the front door with a sign that says "Internet Order Pick-up only..ring bell for service"

The OP gets angry because the web based business owner did not stop his business process to tell the OP that modifying an award winning brew by adding honey and more hops is perhaps the most brilliant idea ever.

Stop his buisness process??? WTF??? If the guy is up on the front walk in floor behind a counter, helping walk-in-customers IS HIS CURRENT BUSINESS!!

Oh, and holy ****, maybe he should reconsider the whole on-line business thing. I mean come on, Net-Flix has proven that internet sales will never keep up with walk-in businesses like Blockbuster. Oh yeah, maybe he should take the .com off the end of his business name - it only causes confusion, his customers won't recognise it as an on-line business.

I think most of us hear were arguing the opposite...focus on just doing web-orders ONLY. This owner is trying to gain EXTRA revenue by also doing a little walk-in business as well...but is not willing to actually treat those customers with respect.

Oh, closing his store and running the business from his garage is a great idea. Now if he can just get his garage rezoned, approval from his HOA, and a pile of permits from the city and/or county he can save 20%-30% in tax deductions, oops I mean operating costs.

Again you are missing the point...it is not necessarily that he DOES relocate to his home garage, but the idea that if he doesn't care about walk-in business, then why have a walk in store at all??

I also notice on his website that he still is not, and doesn't seem to be planning on becoming a walk-in store, curious as that is after the berating he has taken here and other places for not catering to local brewers.

If you have a walk in showroom, and you allow people to wal in and buy stuff, you are a walk in store.

 

[MeatyPortion]

Bottom line: If you treat customers like they don't matter, eventually you won't either.