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

Providing a 4 pack instead of 6... exploding can... AND not responding to customer email. Jeez. Sounds like the kind of place that gives small businesses a bad name. I’d probably be done with them if I was in your shoes.

 

Hate to be this guy. Did you try calling? Either way, it’s a long time to wait for a response. But, it’s likely at this point to assume you’re email went to spam. As Todd said, social media might be a good second bet, but one things for sure, if you call during business hours, someone will answer, you can leave a brief message expressing dissatisfaction and more than likely someone will get back to you. Cheers!

 

Yup, call them. Also, an actual letter through the mail is a rare enough thing these days that it will receive attention.

 

Not a reflection on you personally but I laughed out loud when I read this. It seems like in contemporary times actually having a verbal conversation is passe. It just seems like electronic communication (e.g., texting, e-mail, etc.) is how folks prefer to communicate these days.

I remember when cell phones were used to have verbal conversations. Does that make me an old fogey!?!

Cheers!

P.S. Just for completeness I think you have the right idea here.

 

I completely understand why someone would see this as less than ideal but at the same time if I believed I was owed an explanation for the chain of events stated in the OP, I would not be waiting 2 weeks nor consulting others for what to do next, I would be calling the establishment to guarantee myself a response. Cheers.

 

I've contacted 5 breweries & distributors regarding quality or delivery issues, four of them responded within two days.
Partake didn't respond about an unfulfilled order for almost a month, not until after I submitted a dispute with PayPal.

You've waited for a response longer than I would have. Contact your credit card company and file a charge dispute that you did not receive the item you ordered.

Also take a screen shot of where they state it is a 6 pack in case the brewery changes it.

 

Dear Giantspace,

Fuck off.

Sincerely, Out of State Brewery



Seriously though, they owe you some sort of reply at the very least, and making things right if they want to do the correct thing. Let us know how it turns out.

 

All it takes is a quick Google. Their stat LCB wants to call them, so that information is publicly available. And, if this is a brewery large enough to decent distro, it's gonna be easier. The brewers I know who don't have a business phone, use their personal phone,because they don't want to talk to mere customers. Bother 'em on their personal digits, they'll respond just to shut you up.

 

Yeah. They might want to know that cans they are selling might explode.

 

I hit up Hamm's / Molson Coors about what is going on with the distribution with Hamm's and Hamm's light in my area I heard back from them in less than 24hrs. Also emailed Bell's a few months ago and heard back from them in less than 3 days

 

I have had breweries get back to me the same day, and I have had breweries (Lost Abbey) completely blow me off.

On a side note Total Wine stores beers at room temp. If they didn't explode on the shelf maybe it was the beers being vibrated by your friends car? Just a thought. I would pop one open and see if it tasted off. If it isn't infected it's likely not overcarbonated if that makes sense.

 

I had an issue with a beer from Athletic Brewing. I emailed them and had an answer the same day and a very generous and unexpected compensation delivered on my doorstep in less than a week. I never excuse more than 5 working days for a response from any seller of anything.

 

Upon further consideration I would seriously contact them again, in writing, and state something to the effect that "members of BA who are aware of this issue suggested XXXXX..." just so they know their so-called customer service is being shared in cyber-space.