How long do you wait to hear back from a brewery when there is a problem?

Two weeks is way too long. I’d call. I work in quality (not a brewery)and while complaints are a PIA we evaluate/investigate every one. We make impacted employees aware of the complaints. Where applicable we implement corrective actions to eliminate recurrence. If there is one thing I’ve learned it’s that the customer has heard them and is addressing it.

True Story - tonight I purchased a 6 piece nugget from the Golden Arches. Got home, my son opens the box and it only contained four. Seriously, you can’t count to six.

 

Because counting is hard?

Maybe those folks didn't watch Sesame Street!?!

 

If my experience is any indication, the approximate wait time appears to be 'indefinite'.

 

I would email the brewer an image of the bulging cans. If no response within 3 days then post the same image on Facebook.

 

Evening. As I spotted a carbonation issue with a particular beer from Carlsberg.
The steps I took to were to immediately let the manager at local liqour stores that there was an issue. I also alerted the local rep.
I got fantastic communication from the rep and did my due dilligence to help him out with making multiple purchases and taking photos and sending notes.
The managers at both liqour stores were both great at their jobs too and pulled the product from the shelves. Over the course of two weeks I was in great corespondance with the rep as we worked together through our own observations so that the brewery itself would have enough of a starting ground to work with.
This may be why it may make sense to contact the rep first.

Well boy oh boy did I ever get my name known all the way to Denmark! As a group we got it all figured out and gee was I ever rewarded.

As a token of their appreciation
3 two fours of the corrected beer
6 beautiful pint glasses
6 beautiful chalice glasses

When I got the text from the rep letting me know my 'token' had been dropped off and they sent me a pic

5 o clock couldn't come quick enough!

Good people at Carlsberg and with my experience again I suggest contacting a rep first so he/she can approach the brewery.

 

You never know who you might get a hold of if you call the brewery directly. Many years ago I reached out to Duck Rabbit Brewing because I had a keg of a seasonal/limited release called Paul's Holiday Vacation or something like that. I couldn't find any info online and I needed a description for our menu. I called the brewery using the phone number listed on their website. Guy answers and introduces himself as Paul. Turns out I'm talking to the head brewer and the namesake of the beer about which I was inquiring. I knew Duck Rabbit was a small operation but wow. He was nice enough to shoot the shit with me for 5-10 minutes and needless to say he provided me with all the info I could possibly need regarding the beer. This is in no way similar to your situation, but calling can't hurt.

 

I know somehow mentioned it earlier but I'd go the social media route. I DM breweries on instagram with general questions relatively frequently and damn near every time receive a reply within a couple of hours.

 

I have only reached out to a brewer one time. It was about a six pack I bought that was insanely over-carbonated. The entire sixer was undrinkable. I reached out less to get my money back, but more to let them know that they might have other cases out there that are no good. They never responded, nor did they ever get my money again.

 

I have a similar story about a six-pack of a locally brewed beer that had an issue with diacetyl (tasted like butter). I exchanged several e-mails with the brewery owner/head brewer in which he explained they just recently installed their canning line and they were experiencing a learning curve. He took the time to explain in depth what they have been doing and learning but he made no offer to compensate me for this 'bad' six-pack. I never bought beer from that brewery again.

Cheers!

 

Well, the beer would sure end up on the consumer if the can went boom...

 

I assume you didn't name the brewer purposely, but I really wanna know -- maybe a give a hint with the name of the town?

 

I wasn't protecting them. I just couldn't remember the brewery off the top of my head. I just ran down to my basement to check one of the cans I still have from that sixer. It was an Irish Stout, so I kept it for when I make chili or pot roast. It was Bay State Brewing Co.

 

The worst response/customer service was from Epic Brewing. They were trying to tell me it's me, not the fact that something was very wrong with a few Big Bad Baptist variants. They are notorious for various batches and variants of BBB being infected. No apology and they didn't make things right. Haven't bought a single beer from them since then. I can even understand, if they didn't want to refund me my money or send me a replacement. That's fine! But at least a simple: "Sorry for your bad experience." or something along those lines.