"Aaron Hyde- Owner of Brewstock.com was not concerned enough to follow through, or communicate with me after an issue I had with an order. 10/21/11 I placed an online order. Immediately I sent him a message to ask to have it modified to add a part or cancelled if he preferred. I was trying to avoid incurring extra shipping charges for a separate order for another 2 oz part.
He replied quickly within minutes and asked me if he could send me an invoice for the part to my email, I responded immediately that would be great. I never received an invoice, or another response. I thought maybe my email got sent to his Spam folder, so next day I called- left a voicemail & sent another email. No response.
I sent several emails over the next week or so. On 10/27/11 I received an email from USPS. Priority mail ship notification. It did not detail my order-just the tracking information. I hoped he had just taken care of the issue and included the extra part. I was guessing a bill would be enclosed with the part, or he would be invoicing me soon.
I received my original order 11/02/11 without the extra part. I emailed using URGENT in the subject line asking that they ship the part Priority Mail, and not charge me for additional shipping due to the poor communication and lack of follow through. No reply. That afternoon I called and spoke to Kyle
Kyle checked stock and verified the part was in. He had seen my email. He promised me he would pass the info to Aaron, and have him reply directly to me within 24 hours. No reply. Now it is over 48 hours later. I gave up and ordered my part from a different source. I had explained over and over from the very start that the one part was what I needed to complete my project. Now I have to wait an extra week to get the part from the alternate source. This is one of the worst service experiences I have ever had. After all the hassle, I would have been better off to make a second order, except Aaron made me feel initially like it was not going to be a problem.
-Follow up 11/04/11-
After I sent Aaron the link to this review, apparently it got his attention. He sent me this response pretty much casting most of the blame on me:
Hi Chris,
Kyle mentioned he talked to you, and I packaged your connector up right away to send out for free via First Class mail.
Unfortunately, we stay quite busy, and I'm unable to get to all of my emails and phone calls right away, and thus, sometimes just solve the problem by getting the item out.
I'm sorry you made the mistake of actually not ordering it in the first place, or any time after that for that matter. The addition you wanted to make was sent in an email that got set aside, and was lost- I'm sorry, but it wasn't a paid order.
Thanks for your actual order. I pulled the connector from our outgoing mail.
Regards,
Aaron
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I think Aaron should either close his Website down immediately or hire more help, since he can't respond to emails or phone calls in a timely (if at all) fashion. He is too busy with his B&M store to service internet customers in a professional fashion. If he really prepared the part to ship out "right away" it would already have been in yesterday's mail and he should have advised me of that, unless he expected me to wait two more weeks holding my breath just in case decided to send it with no word. I don't belive it.
I had asked him to ship it Priority. If you call his work #, his outgoing announcement even states they don't answer the phone much because they are so busy. Understatement of the year!
Let's all take heed and help lower his oppressive workload by not ordering via the web from Brewstock.com. At least make sure you need no communication, nor speedy service.
From their site you have to go to ABOUT then click on the not very obvious link in black at the bottom area for their non-customer friendly Shipping Policies: http://www.brewstock.com/shippingpolicies.html
Wow.
Bottom line: I cannot increase my rating upon further contemplation of his response."