Buyer Beware

[porky]

Buyers Beware.

I ordered two kilos of hops from ESB brew supplies on the 6th of February.
A kilo of Pride of Ringwood and a kilo of Cascade, both pellets.

On the 7th I received an email confirming the order including an order number.
On their website is says allow 3 days to process the order. Shipping should take a day or two at the most, so I was watching the mailbox by Friday expecting that surely they would be here by now.
Nothing, so we checked the bank to see if our credit card had been charged.
It wasnt.
Yesterday I sent a return email with the order confirmation and asked where is the order? Again, nothing.
So, this morning we called the phone number on their website, a toll call for us, and were told to call this other number in Sydney..another toll call.
This guy said that he didnt read the email yet today (it was sent yesterday morning) and he is out of stock on the POR anyway.

So, if you folks at ESB read this.
First you should have contacted us to let us know what was going on.
Second when we called you, the proper thing to do would for you to have said, I call you right back and made the call to the other place yourself.
Then called us back. It cost me two calls, waiting over 10 days, and the attitude of the guy in Sydney was like he couldnt care less.

I am used to dealing with Ross at CB. He processes orders in more like three hours, not three days. Most times the parcel is here the next day. If there is a problem he calls me. I dont have to call him. If something is out of stock I know this by his website. There is no guessing.
First class way to run a businessothers should take a lesson.

And, if there is a word of a lie in any of this, sue me.

Cheers,
budwiser

 

[lagers44]

Welcome to the perils of e-shopping, I know from experience that ESB don't update their website and the new owners haven't gotten their act together yet. They own 2 shops and are gearing the original ESB for wholesale only, retail will be at the 2nd shop down the road BUT they haven't got much stock at the new shop. I've been caught a few times where they haven't got this or that "it's at the other shop " but the other shop is closed or not open for retail. WTF??

ESB need to lift their game, it used to be a great venue.

 

[Jase71]

I think a retailer needs to understand that their competotors will get the business if they don't get the act together. Sure, things happen sometimes, but ongoing communication is the key. Part of the reason I choose the two HBS I use for my stuff (Pat @ Absolute Home brew and Dave @ Dave's Home Brew) is that they are super-fast, and they are very friendly, and their prices are generally no worse or better than anywhere else, but even if it was a few bucks more over a hundred dollar order, I would pay the extra for the comfort that their service is great.

Bud, you're probably going to get your goods, it will just take a bit longer than anticipated - or you'll get a refund if stuff is out of stock. I guess for now patience needs to be your friend.

 

[Screwtop]

BUT they haven't got much stock at the new shop. I've been caught a few times where they haven't got this or that "it's at the other shop " but the other shop is closed or not open for retail. WTF??

ESB need to lift their game, it used to be a great venue.

Pretty much similar to my last (yes last) experience using ESB. Vials of yeast not sent after a week, phone call - didn't have one of the strains I'd ordered, hadn't advised me - said I would take a strain they did have, still a problem - couldn't get to the Post Office to send the order due to staff being off. Turned up a week later :angry:

Screwy

 

[mattcarty]

I think a retailer needs to understand that their competotors will get the business if they don't get the act together.

havent used ESB so really have nothing to say in relation to the original comments of the thread

BUT

i have boycotted Brewcraft, both times ive been to one of these stores i have been served by people who seem to not want to be there. at least pretend like you care if the customer is getting the service they require, if you dont understand that customer service is important to your business maybe you are in the wrong profession, im not a people person, which is why i have never worked in retail.

The boys at Holden Hill under the pool hall are my LHBS and they actually take time to talk to you about your purchase if ya have a question they answer it in good detail and dont talk down to you like you are an idiot just for being a newbie and needing clarification on what you are about to brew.

Just offering a product or service isnt enough if you have dozens of other places around you that can equal or better the quality of your work.

rant over....for now

Cheers
Carty

 

[muckey]

cant beat a good LHBS.
unfortunately a lot of store operators seem more interested in making money than making beer.

Problem with my LHBS is that he's interested in making money, interested in making beer and interested in talking to his customers about making beer and I cant get out of the shop unless Amanda cracks the whip on him :lol: .

 

[bear09]

My two bobs worth...

Ross and Craft Brewer provides service that is utterly superior to anything I have ever experienced. I have placed an order and called for advice only to wish I almost hadnt because he told me so much stuff I could not absorb it all. Just wonderful. the site is A1. Looks great and is very accurate. this is how you run a business properly. It makes you want to go back.

Grain and Grape are also really great when you go there in person. Their site leaves a little to be desired when compared to Craft brewer but their in person service si great and so is their range of gear.

These are the two places I deal with. Id recommend you do the same.

Cheers.

 

[bear09]

Um yeah...

Also - beerbelly - wonderful service there too. I got my pots from Luke and was happy to find bonuses in every one.

the little things go a long way in regards to exceeding ones expectations...

 

[Jakechan]

Cant comment on ESB myself (apart from their shocking website), but Ross at Craftbrewer continues to offer such excellent service and advice I have no need for elsewhere, and wouldn't bother looking.

I'm sure your stuff will turn up Bud, but it sure can be a pain.

Cheers,
Jake

 

[Pollux]

I think a retailer needs to understand that their competotors will get the business if they don't get the act together. Sure, things happen sometimes, but ongoing communication is the key. Part of the reason I choose the two HBS I use for my stuff (Pat @ Absolute Home brew and Dave @ Dave's Home Brew) is that they are super-fast, and they are very friendly, and their prices are generally no worse or better than anywhere else, but even if it was a few bucks more over a hundred dollar order, I would pay the extra for the comfort that their service is great.

Bud, you're probably going to get your goods, it will just take a bit longer than anticipated - or you'll get a refund if stuff is out of stock. I guess for now patience needs to be your friend.

I can also vouch for Absolute, I remember when I made my first move from kits to extract and ordered some spec grains Pat called me and informed me he was out of one of the grains I ordered but offered a substitute at no cost....

 

[chappo1970]

Cant comment on ESB myself (apart from their shocking website), but Ross at Craftbrewer continues to offer such excellent service and advice I have no need for elsewhere, and wouldn't bother looking.

Agree with Jake here CB they really spend the time with the customer, not only to be nice, but to understand what your trying to achieve. I am lucky they are my LHBS . I did go to a HBS a little closer but he wasn't that interested in helping me develop along. However I found the complete opposite with CB's crew, they will bend over backwards if they have to. Been in there on a saturday morning asking questions, busy as people everywhere, and they have never once pushed me out of the way to serve another customer. You do need some patience the wait can be long sometimes but once served all is forgotten. A+++

 

[muckey]

Ross and Mothballs are a good crew. Planning on dropping in to see them when I'm up that way easter time

 

[fraser_john]

+1 for Craftbrewer

Ross and crew go above and beyond.

Makes me feel "kinda" sorry for the other small HBS around the country, without lifting their game, they have no chance at survival, e-shopping is here to stay, get with it and get with it properly, or get out.

 

[schooey]

Why would I go e-shopping when I can go for a 10 minute drive here in Newcastle and get everything the same, cheaper at MHB, 6 days a week? Sometimes you dudes get a little blindsided....

 

[fraser_john]

I'd hazard a guess most of us don't live within 10 minutes, or even 30 minutes of a decent HBS! If I was to drive to a decent HBS I'd be spending an hour fifteen minutes. And at 10 litres per hundred, thats about $15 in diesel just to go one way! Bring on the e-shops.

 

[vicelore]

Arhhh not having to drive a hour to a LHBS would be nice.. but my LHBS is Brew And grow... you have to push through the bongs to get to the brewing gear.. lol

Cheers Vice

 

[Bribie G]

CraftBrewer offer excellent service via the Internet but I would not recommend actually visiting their shop.


Last time I went in there to pick up an order which included 30kg of Maris Otter, as I was making a rare trip to the southside, and also for an airstone & pump, some hops and a kilo of Crystal Malt that I had forgotten to order.

I came out with all the above, plus two smack packs of WYeast, a set of Boddingtons pint glasses, four shrinks of hops .....

I was on the point of strapping SWMBO to the roofrack but everything fitted in the car eventually B)

I'm sure the other sponsors offer great service and product as well, I shop at CraftBrewer as I like to keep the money north of the Tweed (insert icon of someone playing a banjo)

 

[Pollux]

Well, I don't own a car, we have no real need for one given where we live and work....

Which means I'd be up for a train trip, returning with a heavy box..

Or I just make up a large order from the same HBS, pay with my credit card and even with my crappy local parcel delivery guy I normally have my order within 2-3 days...

 

[muckey]

I shop at beerbelly because of the quality and service but also because I drive past to go to work. I have purchased from craftbrewer also. Unfortunately I'm not close enough to MHB to experience all the good things I've heard.

 

[chappo1970]

...but I would not recommend actually visiting their shop.

:lol:

Yep agree with you Bribie. It's a dangerious, dangerious place... One minute your wallets full next the moths are moving in. This has to be the one draw back of having CB's as your LHBS <_< .

Beer bling and beer porn as far as the eye can see (I'm band from upstairs by SWMBO). Can tell you how many times now I have gone in there telling myself "Just grab the hops and grains and leave! Don't make eye contact, don't talk beer, just get out of there" Next thing you know Mothballs has you trying 4 different types of hops and three different yeasts? :huh: