ComplaintsforThe Original Craft Beer Club

• Initial Complaint

  08/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on April 25th of 2023. Order number 1415775. The order was for three shipments to be delivered one shipment every other month. Within a few days of placing the order, the company said they were moving to a new website and all data would be moved. This never occurred. My first order arrived in May. They had no record of my account after that as the information was never moved to their new website. After numerous emails through their new website, I had to start calling them. No shipment was forthcoming for July and I had to call them multiple times to have them manually add the order to their shipments. At that time I was told by Sarah that she would also make sure an order went in in August to complete the commitment. That did not occur. had to call them to get them to put in the order for August. Sarah said she would do it within 1/2 an hour. That did not occur. Had to call again to get them to place the order. Order was finally placed on August 4th and it says fulfilled as of August 7th yet it has not been shipped and no tracking information has been made available. I have also spoken with M****** and two male employees during these three months. So to summarize, I have attempted to make contact through their website at least 5 - 7 times with no replies to the last 3 or 4. I have had to place approximately 10 phone calls just to get them to fulfill their obligation.

  Business response

  08/11/2023

  Hello BBB,

  This customer did reach out and we did send out a July order that was delivered and the August shipment is in route. We have been extremely inundated with emails at this time, however I did email him just yesterday regarding tracking for his Aug shipment.
  

  Customer response

  08/14/2023

  
  Complaint: 20451389
  
  I am rejecting this response because:

  They did not address the entirety of the issue.  They have now sent the final shipment however they did not address never setting my account up or not having my subscription set up/available on their website.  They did not address why emails were ignored and why it required me to be on the phone with them seven times in the last six or seven weeks to get this resolved.  They did not address why the employees I spoke with that said they would resolve the issue and did not.

  Phone calls were

  6/27 12:50 EST

  7/7  6:50 EST

  7/13  6:55 EST

  8/3 1:39 EST

  8/4 1:50 EST

  8/10 12:50 EST

  This company should reply in writing addressing these issues so that potential customers are aware of the issues they will face if they make a purchase from them.

   

  Regards,
  
  F**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a 6 month subscription of monthly deliveries of beer as a gift to my friend from The Original Craft Beer Club. The order was placed in late Nov./early Dec. and the first delivery, which was for Dec., never made it to her (due to delivery issues). I reached out to customer service and they sent one for January. The customer service person, Kip, told me that they would fix the mistake and that she would get her monthly deliveries from January to June instead of December to May. This was great and she was getting her deliveries, but now she never received her June delivery. I paid for 6 months and this cost over $500.00. Both my friend and I reached out to the their customer service and they've ignored the both of us. I want her to receive her last monthly beer delivery as I paid for it and it is her gift. This is just bad business.

  Business response

  07/18/2023

  After receiving the BBB complaint for the customer, we have rectified the situation and we did sent out the final shipment. We did have a system upgrade and the subscription did not carry over as it should so we were unaware of the order that was not shipped out.

  Customer response

  07/25/2023

  
  
  I am rejecting this response because: They have yet to send an email, a tracking number, or response to the recipient about receiving her beer shipment. They need to do what I paid for. It's just good business, especially if they want a good rep. 
  
  Regards,
  
  J******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  08/07/2023

  To Whom it May Concern,

  We apologize for the delayed reply, as we are inundated with a large volume of emails at this time. The order was shipped out in July however after doing some research, I found the order was sent to the incorrect address. Due to our system update, we did experience some errors with customers shipping addresses coming over correctly We are sorry this happened to your gift recipient. You will receive an email with tracking to ******@gmail.com as soon as it's available. We are sorry for the inconvenience.

  Thank you,

  M*****

  Customer Service Supervisor
  

  Customer response

  08/08/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20321525, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The email order confirmation and everything I read when ordering indicated the membership could be cancelled at any time yet they insist I have to pay for 2 monthly shipments even when I sent them the email they sent me, which says in two places it can be cancelled. Ordered on 6/6/22 (emailed received 6/6/22) Customer service did respond to my emails but still will not cancel the membership. In 2 places on the order confirmation email I received it says I can cancel: In the middle under Order Summary>>>Ongoing until I cancel , Monthly At the bottom>>> You may cancel at any time. Simply call (###-###-####) or email our customer service ([email protected]) and let us know of your decision to cancel.

  Business response

  07/06/2022

   

  Thank you for reaching out to our company. As for our company, we do not offer a one time shipment and this is stated in our check out process while choosing Ongoing Until Cancel (Two Month Minimum), please view screen shot of our home page. Unfortunately this member did not read this and placed an order anyway while it is stated on our website. We offered this member to place an end date after they received two shipments, we offered to change the name on the package and ship to a different address for their second shipment or ship this package later in the year as a Christmas present. If you have any questions, feel free to reach out to our customer service line at ###-###-#### and ask to speak to Kip.

   

  Best,
  ***

   

   

  Customer response

  07/13/2022

  
  
  I am rejecting this response because:

   This is unacceptable and did nothing based on what information I sent you that I received from the company. It clearly states I could cancel at any time. Why would I not receive a refund?
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  07/13/2022

   

  Thank you for having the time to speak to us regarding this matter. As for all future purchases there is a two month minimum and it is stated on our Terms and Conditions as discussed. We will make sure our marketing team can make this more noticeable  while placing an order. confirmation Thank you for bringing this to our attention. If you have any additional questions, feel free to reach out to me at 1-9###-###-#### and ask to speak to ***.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩