WORST Home Brew Store experience ever!

[dvdanny]

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.

Nice try dude, but Dominos makes your pizza, not you. Now if the OP went to a brewpub and asked what he asked then your analogy has validity. It's like going to a hardware store and asking the people for help using Durock instead of Wonderboard for your bathroom and the guy giving you attitude because they prefer Wonderboard.

Lol OT but i love Dominos new marketing campaign "Hey, try our pizza's, they don't suck as much as they used to!" or "Remember how everyone said our pizza's sucked? Well, they were right!"

 

[skinydipper]

This is such a wonderful site for homebrew newcomers. The following quotes from the first few and the last few pages of this thread are a clear demonstration of how this forum promotes homebrewing.

I still don’t understand why everyone is so upset. Their website clearly states they want you to order on line. They have a PHONE number for help line. They specifically stated that they don’t want walk-ins. They have fax in order service and on-line order service.

I think it’s very clear they don’t want walk-ins, but I guess that makes me ******* also.

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

I've just returned home from the worst LHBS experience of my life. I am so upset I had to calm myself down for 10 minutes before writing this. NEVER in my life have I been treated so callously by any store owner.

To speak to someone like that, especially someone who you know is a beginner in the awesome hobby of homebrewing, is just downright evil and cruel. If it was might first time in there I would probably be pretty heart broken and not even try to make beer.

Thoughts please, to make me feel better and not go hurt somebody...

What an *******. What a ****ing *******.

Honestly, I don't really feel like discouraging you from hurting someone (as long as it's him).

That is just awful. What a prick!

I disagree with Cheesefood, I think you should keep it on here just because it's bad publicity for him. Your complaints will influence other homebrewers in your area who read that review and maybe they will also choose to boycott. Actually, if I were you, I would post that on as many homebrew forums as you can find. Hurt his local business AND his online business. He'll care when he starts losing more and more customers.

You're right in that the greatest tragedy is for newcomers to the hobby accidentally getting stomped on by this guy. It could easily put someone right out of ever doing anything remotely connected to homebrewing again, and that would be absolutely criminal!
QUOTE]

i agree what an *******. he deserves to lose any business for treating local customers that way. and did he get bad reviews from the other link you posted.

Wow!! This is bull****. The entire point of having a LHBS is to help people with their brews and achieve their desired tastes. The entire home brew community is supposed to be a friendly group of individuals willing to help. Screw hearts! Anyone else know of another LHBS in the Orlando area?

This is one of my favorites, quoting from the website where they are asking you to CALL the help line, but he’s called a loser for “false advertising”?

Home Brew Beer Supply
See Our Great Prices
Award Winnning Home Brewers Are Available For Help
- When you need assistance, you want someone who knows the products and techniques that will help you brew beer you´ll love. We´re brewers ourselves. We´ve done our homework and we will steer you in the right direction. Our help line number is (407) 298-4103. The best times to call are before noon and after 4 pm. We want to help you brew better beer. If you don´t see what you want on this on-line-catalog, ASK FOR IT! We´ll get it for you at a terrific price. We hope to hear from you soon, and as always, we appreciate your business! Happy Brewing!



The above came from his site! F***ing losers...damn false advertisment.

:rockin: Hmmm nasty emails...that will make his day! HAHAHA...people get what they deserve. Treat others the way you would want to be treated, well clearly he wants to be treated like $hit. Sorry, I just cant stand people like that. I was so mad when I first read about this. Rock on Homebrewers!:rockin:

What a dipstick. I would not buy from http://www.heartshomebrew.com at all based on their reputation of irritating customers.

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.

 

[dvdanny]

This is such a wonderful site for homebrew newcomers. The following quotes from the first few and the last few pages of this thread are a clear demonstration of how this forum promotes homebrewing.

I still don’t understand why everyone is so upset. Their website clearly states they want you to order on line. They have a PHONE number for help line. They specifically stated that they don’t want walk-ins. They have fax in order service and on-line order service.

I think it’s very clear they don’t want walk-ins, but I guess that makes me ******* also.

This is one of my favorites, quoting from the website where they are asking you to CALL the help line, but he’s called a loser for “false advertising”?

Ok, so what happens if you don't like to use the internet to shop (or never heard of their online store) and walk into their store? You get poorly treated because you weren't internet savvy or don't like giving your credit card number over the internet (there are people out there like that)?

There are plenty of good examples of online homebrew stores that will still treat their customers right in person, why can't we as consumers be critical of a business that doesn't?

EDIT: people are calling you an ******* because you came up with a very poor analogy not because you are defending the store. At least one other person reasonably said that maybe it was a bad day for the worker and the OP should give it another try, not an ******* comment and thus didn't not receive ******* replies.

 

[SwampassJ]

I still don’t understand why everyone is so upset. Their website clearly states they want you to order on line. They have a PHONE number for help line. They specifically stated that they don’t want walk-ins. They have fax in order service and on-line order service.

I'm looking through Hearts and I can't find anything about online ordering only. This is in their pick up though.

We do not pre-package or pre-process any of our fresh ingredients. We crack, weigh and portion your order when you request it. In doing this for all our customers, we often have delays in getting you your product and getting you on your way. There is no telling how many customers will be waiting for there turn for the scale, mill or register when you arrive. We are always looking for better ways to get everyone the best quality products possible and keeping the waiting line to minimum in our cramped little store.

Also the OP is from 2006.

 

[superjunior]

Also the OP is from 2006.

I wonder how many people caught this. hilarious...

 

[SwampassJ]

So the guy was rude. Put your big girl panties on and get over it.

Didn't you just whine about this forum being rude and quoted 10 people doing it? You should go hang out with Hermit.

 

[MikeRLynch]

I have to say, of all the horrible experiences I've had with LHBS in my area (and there are many) one in particular comes to mind. I go to the local place, walk in, trip over a box that was left in front of the door, and walk up to the counter. An older man sits there, seemingly staring off into space. I ask him one or two questions about beer, am told that he doesn't brew beer, only wine, and he knows nothing about it. After one or two more questions he asks if I'd like to buy the store from him, because he really doesn't want to own it anymore.

Thankfully the guys that actually did end up buying the place are some of the best around, and have made the store a destination for supplies and advice, so here's the plug Brew - Wine Hobby

 

[bojacked]

Okay, bummed about moving to another place where the LHBS blows. If these guys are gonna make me order online anyways I'll just keep using the bigger guys that offer better deals. Kinda sad because I want to support my local guys and enjoy having the local brewshop boss tell me my beer needs work but its getting better every time then asking about my process and temps and providing good advice. Hopefully the Orlando brew clubs do frequent bulk buys so I can get most of what I need in bulk.

 

[kh54s10]

Wow! You dredged up an old thread. The OP was in 2006 and the last previous post was in 2010.

Not really sure what your point is either. Have you got a LHBS where you are creating a relationship or are you complaining about the same establishment as the OP?

If you can't find a good LHBS then order online and look to join a club for advise.

 

[F250]

Oh man, what an epic thread!

Rick

 

[Oldskooler]

Hey guys just found this post. I'm just starting out and went to this guy and he was not very helpful at all. I had to stand there and stare at him grinding his product until he finally asked me what I wanted. I tried to make a friendly conversation with him, to no avail. While waiting my wife finally said I'll wait in the car.

 

[malweth]

Hey guys just found this post. I'm just starting out and went to this guy and he was not very helpful at all. I had to stand there and stare at him grinding his product until he finally asked me what I wanted. I tried to make a friendly conversation with him, to no avail. While waiting my wife finally said I'll wait in the car.

Wow! She abandoned you flat!

 

[Greyhound]

Wait a minute....this same guy is still in business 6 years after this thread started???

 

[Oldskooler]

It appears so. I know it was the same business, and the attitude appears to be the same, so perhaps even the same guy.

 

[Oldskooler]

Malweth, Greyhound we were neighbors. I'm originally from New Bedford and now in FLA.

 

[IffyG]

I hate to say it, but I've had worse experiences. I stopped by a place in Nashville and the owner was smoking in a a back room and the entire shop smelled like an ash tray. He finally came out from the back room and I asked him if he had a few items in stock and he flat out told me "we don't carry that stuff because no one buys it". Said items I was looking for was US05 yeast, muslin bags and a pound of DME. Any 'homebrew' shop that doesn't stock the basics has no reason to even be around.

 

[nickmv]

I hate to say it, but I've had worse experiences. I stopped by a place in Nashville and the owner was smoking in a a back room and the entire shop smelled like an ash tray. He finally came out from the back room and I asked him if he had a few items in stock and he flat out told me "we don't carry that stuff because no one buys it". Said items I was looking for was US05 yeast, muslin bags and a pound of DME. Any 'homebrew' shop that doesn't stock the basics has no reason to even be around.

Hah, that's ridiculous. What's the name of the place? It sure as hell isn't Rebel Brewer (though theyre really located in Goodlettsville anyways).

 

[IffyG]

Nah, Rebel is awesome. It was Lil Ole Winemaker on Charlotte Pike. It's 5 minutes from my house, so I figured it be useful for last minute essentials, but I was wrong.

 

[cbehr]

I stopped at one of 3 LHBS to get an all grain recipe to BIAB. I asked the guy to crush it a little more fine to which he responded the owner won't let me touch the mill. I say ok no biggie, just run it through twice. His response was nope, owner won't let me do that either. I asked why and he just said Mr. XXXX's rule, no idea why. I should have turned around and walked out but really didn't feel like driving 30 minutes to another shop as I was brewing that day. Needless to say I haven't been back as the other two shops will crush as fine as I'd like.

 

[toolman]

It's hilarious to me that I discovered this post. I rarely have time to browse the posts here and don't know why I clicked on this one, but I have a lot of experience with this establishment....

These guys are truly pricks and it's amazing they are still in business!!!

(Thankfully, I just moved to Los Angeles and have found 2 great LHBS stores! So, I no longer rely on their "Customer NO SERVICE" approach)

Hearts has been in Orlando since I was an underage fan of beer in the late 80's. and they also sell beer - bought my first Newcastle from them when grocery stores only had the usual offerings....

I began homebrewing 7 years ago and, as the original post states, Hearts is the only supplier in town. So, I bought my original kit from them and my very first experience was pretty damn frustrating. They could not have been less interested in providing any guidance about ANYTHING, much less a friendly exchange of "whatcha planning to brew?".

The store was literally 5 minutes from my house. Their prices are, in fact, very competitive, and shipping liquid yeast to Orlando doesn't make sense if it's available 5 minutes away, so I ashamedly continued to patronize them, but ONLY FOR the ingredients as their selection of equipment leaves a lot to be desired. I let my fingers do the walking for hardware purchases immediately after my 1st purchase with them.

I had been telling my wife how bad they two owners are and she thought I was exaggerating. So, one day I took her into the shop with me and she was blown away by how rude and curt they are with their customers. And she was equally surprised they had so many customers given what I have told her and war she witnessed.

Someone in Orlando with solid business acumen could & should take a run at these guys. The thought crossed my mind several times but the schedule never allowed it.

I realize this is not the most profound or detailed "pile on" post but I felt compelled to share my story.

I am thrilled to no longer need these jerks in my brew life....

-Tim

 

[nickmv]

I'll come into the LHBS store and see people literally just hanging out, talking beer, coming up with ideas with the owner, etc.

Never understood LHBS stores where the owner and employees are ****ty. It's like "why bother doing this in the first place?"

 

[Daren_Z]

I've had an experience kind of similar to this at one of my LHBS's. I screwed up my first real batch of beer (actual first was a beer in a bag) and decided to go in and ask what I did wrong and see if I could correct it while picking up supplies for my next batch. I fully realized that I made a stupid mistake and that I should have done more research beforehand, but the owner told me I couldn't save it (which was true) and suggested that I go back to beer the beer in a bad kind of brewing.

Now every time I go back the guy is extremely condescending towards me. I've tried a few things, made a couple of pretty successful beers, but this guy refuses to think I may have improved.

It's a shame, the store has good products and selection and the rest of the staff at that store are great. So I still support other locations, and there is another LHBS store that I frequent more often who have been more helpful, but don't carry as much supplies.

I'm planning on entering some competitions this coming summer — I'll need something to beat his brews.

 

[nickmv]

I think a lot of it boils down to these owners, who've brewed probably most of their lives, feel like they're geniuses of their trade, and that everyone else is just a *******. It's this sense of being better than everyone else simply because you may or may not be able to brew better beer, and own better supplies.

It's almost like a class system. "Oh you're an extract brewer. Your beer will be complete ****. I own my own shop and do all-grain perfectly. You're not even worth helping"

 

[markm2151]

Complain to the local BBB chapter in your area.

 

[DromJohn]

Driving from Melbourne to Macon, back in early 2010, I had a pretty good experience at Hearts. I explained my difficulties with my first two brews, particularly my mishandling siphoning a 60-minute IPA. Was directed to and bought a funnel with screen and a pail top opener [both still well appreciated tools]. They also had a surprisingly good craft brew selection at good prices. I thought I was treated politely. It might have helped that I'm a grey beard.

OTOH, neither SWMBO nor I believe Hearts could have passed a food health inspection.

 

[nickmv]

Complain to the local BBB chapter in your area.

That won't get anything done. It's a homebrew store. Consider it a convenience store.

That guy doesn't give 2 craps about BBB certifications, seals, etc. You'd be amazed at how ineffective the BBB really is. I've had cable companies illegally bait-n-switch me, and called them on it with BBB, and the company refused to even answer me. Luckily I hadn't paid into anything when it happened, so I didn't lose anything.

Think about it -- when's the last time you went to order homebrew ingredients and actually checked out the BBB rating of the retailer? Never.

 

[smartass]

This is why other homebrew supply shops are popping up everywhere, it is getting more competitive due to price and support or lack of. My hbs in wichita has always been supportive and i try to suport them as much as i can but thier grain prices are killing me, so i buy grain from the other hbs that has no support. I FEEL YOUR PAIN.

 

[ryno1ryno]

I am from Orlando, went to his store 2 weeks ago and got similar treatment.

However, after talking with him I realized that he just gets tired of answering newbie questions. The guy has been in business for 30 years. Thats like 20 years before the internet and he was brewing at a time before most people even thought you could. He actually is no different than the OCD anal jerks on this very forum. He is the kind of person that knows the process but scorns newbies for asking dumb questions.

However, I work with difficult people, and after getting past the initial comments, I began to laugh and questioned his seriousness and irritibility. I even made him crack a smile because I was asking about how many times does he get customers come in who think they are experts.

All in all... it beats paying for shipping.

 

[nickmv]

I know exactly what you mean by this. My LHBS is sort of like this, except way less bad. They can get irritated, but for the most part, will be helpful as long as you at least know a decent amount about brewing.

Talking about what you're brewing, how you're gonna brew it, interesting methodologies, etc, tends to help and spark discussion and usually will result in a positive experience. Prices are kinda **** though, but you can't beat fresh yeast and cheap bulk 2 row.

I am from Orlando, went to his store 2 weeks ago and got similar treatment.

However, after talking with him I realized that he just gets tired of answering newbie questions. The guy has been in business for 30 years. Thats like 20 years before the internet and he was brewing at a time before most people even thought you could. He actually is no different than the OCD anal jerks on this very forum. He is the kind of person that knows the process but scorns newbies for asking dumb questions.

However, I work with difficult people, and after getting past the initial comments, I began to laugh and questioned his seriousness and irritibility. I even made him crack a smile because I was asking about how many times does he get customers come in who think they are experts.

All in all... it beats paying for shipping.

 

[Zuljin]

Damn. I can't get left alone in my LHBSs. I walk in the door and it's, How can I help you?, You know what you want?, What'er you makin?, How? Ever try this?, Check this out...