Broken bottles in Ballast Point order

I ordered a case of Habanero Sculpin from Ballast Point's website. Was amazed and super stoked that I could just order it directly from them. God I wish I could do that with all beers.

When the case arrived today, 4 bottles were broke, as in necks completely off and empty. I'm not too bummed as I still have 20 bottles in working order (well, 19 now), but would it be ridiculous to email/call them to see about getting 4 replacements sent? Or, I'm going to be in San Diego in a week, so I'd even be able to go pick them up... definitely will be visiting one of the tasting rooms. There's nothing on the website about a broken bottle policy. This must be a somewhat common occurrence, so does anyone here have experience with it?

 

I do have a picture of the case with all bottles but the 4 broken ones removed. It actually wasn't packaged that well. Case was in a bigger box with a bunch of paper and foam popcorn stuff. The case box itself was pretty beat up. Would have been better if it'd been in some sort of solid foam casing, similar to electronics, but I guess that'd cost more.

Shipped with UPS.

 

http://beerstore.ballastpointbrewingandspirits.com/packaged-beer-c1.aspx

They only ship to California, though.

 

Haven't gotten a response after 10 days. Also never heard from them when I sent them a facebook message (posting on their page is disabled) with a question about shipping before placing the order. They might have a rep for good customer service, but either I've just been unlucky, or they don't seem to put much effort into email/social media communications (yeah, they post stuff to facebook fairly regularly, but I'm talking direct communication -- e.g., addressing people's questions/comments on there, which doesn't seem to happen).

 

Yeah, I'm not bummed about the damage during shipping. Totally understandable. I just wish they'd respond to my attempts to reach them. Even if they just said "sorry, broken bottles is just a risk that you take ordering beer online", or "we don't deal via email, call this number". Admittedly, I could probably call them and get it worked out. I just way prefer written "e" communication. I can send photos via email. It's 2015 (almost)... using a phone feels sooooo primitive.

 

Both. Included a photo in the email.

 

Well they came through in the end. Got an email response yesterday, and they're sending me replacement bottles, along with "a few other goodies". Super psyched!

Related -- I'm in love with mixing the grapefruit and habanero sculpins. One part grapefruit, 3 parts habanero. Holy shit it's great. Really wish they'd just "base" the habanero one on the grapefruit one, because I'd like to put more grapefruit in, but then it loses too much heat.

 

Actually, it was Ballast Point, not Stone. And they are replacing the bottles.

 

Received it last night. This time it was a giant box, packed full of the foam popcorn things, with TWELVE habanero sculpin bottles, individually wrapped in bubble wrap. No way these were gonna break. So they threw in an extra 8 bottles, which is awesome, since I'm getting low on my habanero stock, even after buying a couple more 6 packs when I was in SD over the holidays.

Also had some BP coasters, a sticker and a keychain. Super happy with Ballast Point now.