After 1 (Slightly delayed) order of a Home Brewery from The Online Homebrew Company I thought I would cash in my free beer kit voucher (2 came with the kit) and buy some supplies to start my new hobby.
On the 14th Jan I ordered 4 beer kits including the free one and some other ingredients at the time of order all the kits were shown as "in stock".
On the 20th Jan I receive an email telling me that 1 of the beer kits was now out of stock but expected that day.
On the 30th Jan I receive an email telling me that ALL of the beer kits are now out of stock.
How the heck can I be in a WORSE position after waiting patiently??
This has been the story since with ever increasing delivery delays and I am now being told that they will be delivered on the 24th Feb which frankly I don't believe any more.
I have tried using the 300 character Customer Service form which runs out of space after you have explain half of the issue and at first I was told I had been upgraded to priority shipping which is great if you actually have the products to ship. Priority shipping on an order that is already over a month old is small comfort.
The last 2 request for information asking specific questions (like can I just have any beer kits that you have on the premises) have been met with a standard delivery email or no reply at all.
I held off posting this review to give the company a chance to redeem themselves but I am now at my wits end.
The company may not be malicious but very poor customer service and attempts to hide poor customer service do not increase confidence (forum posts deleted, perfectly legitimate reviews on TrustPilot being constantly referred so as to stop them showing up - Today at least ).
TrustPilot: I know you make money out of people using your services but you should be very careful which companies you do business with as this will risk your reputation too.
I know that posting this will probably mean I get a referral. I wonder if posts reffered now won't get checked by TrustPilot until Monday morning meaning a weekend of hidden poor reviews.
I have given Online Homebrew Company every oppertunity to contact me and open a dialogue to get this resolved but they have not bothered. If they spent as much time trying please customers as they do apparently trying to hide/stop unfavourable reviews they may have less upset customers.
I am so disappointed. Every other company I have dealt with on the web has resolved any problems with the minimum of effort.
I think that this team needs to understand that good customer service = repeat business. Poor customer service doesn't
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