Tell me I'm being too cranky...

[jgmann67]

So here's the story:

I bought the top end wine making equipment kit made by BSG (the K8PET model) and my RJS Cab from a vendor whose name is not to be written on this website. About half way through primary fermentation, I notice that a crack has developed in the lid for the bucket and it making its way up the side and heading towards the seal.

I contact the vendor and explain to them the situation and ask for a replacement lid. They first say, that I must have done it and that these kits never have any defects. Then, they say that their policy is to only accept returns within 3 days of receipt. I ask, "Okay, so I receive the kit on Tuesday, but don't start making my first batch till Saturday, so your response is "sorry, talk to the manufacturer?"

Apparently, yes. That's their policy.

(I reached out to the manufacturer to see if they'll do anything. No response as of yet.)

I explained to the vendor that their unwillingness to stand behind the products they sell is very disappointing. I have policies of my own. My plan is to do a few more kits this year, but that I am unwilling to reward such poor customer service - it's unlikely I will be buying anything from them in the future.

Am I being cranky or unreasonable here?

 

[Julie]

The part where you said "whose name is not to be written on this website" Is that you saying this or WMT? If it is WMT then I know who you are talking about and you by far are not being cranky or unreasonable!

 

[Elmer]

You bought a product, it is broke. The company wont address the issue.
I would out the company since they stand by their policy
and then get your goods elsewhere!

 

[JohnT]

I do not think so. Glad you found out about this supplier on something small like a lid!

Julie, Why not come right out and say who it is. If it is an honest statement of facts, what is the harm? I am just thinking that naming names could benefit the whole community.

 

[sour_grapes]

I will say that the lip of the lid on my fermenting bucket, which carries an LD Carlson brand, has cracked in a few places. I think this is from taking it off and putting it on. It bothers me not at all. YMMV.

 

[jgmann67]

The part where you said "whose name is not to be written on this website" Is that you saying this or WMT? If it is WMT then I know who you are talking about and you by far are not being cranky or unreasonable!

I believe it's WMT that would prefer not to allow this vendor's name used on the site. Let's just say, it's a vendor from Florida who does a lot of eBay business and has picked a fight over WE pricing issues... More than enuff said.



I emailed BSG yesterday evening. They emailed back this afternoon and explained that while the lid isn't absolutely necessary for primary fermentation, they're happy to replace it - no problem. Good for them.

 

[roger80465]

I do not think so. Glad you found out about this supplier on something small like a lid!

Julie, Why not come right out and say who it is. If it is an honest statement of facts, what is the harm? I am just thinking that naming names could benefit the whole community.

I've got to agree with JohnT on this one. Since it IS a statement of fact (and I have to assume it is provable), we shouldn't be so secretive about their poor customer service. We probably have an obligation to warn some of the newer members about how truly shameful and unethical their business practices are.

My suggestion to the mods: You make the statement and OUT the vendor to the new members and leave it at that. Make it a sticky and a new topic. That way all comments stay confined and those who wish to avoid such discussions can avoid that thread. Just one guy's opinion.

PS - no you are not being cranky! You have been taken by unethical business practices.

 

[jgmann67]

PS - no you are not being cranky! You have been taken by unethical business practices.

I won't go so far as to say it's unethical. I will say this:

It is a bad business practice. Not stand behind the products you sell and instead tell the customer "you have three days to figure out if anything is wrong," (especially if stuff sits until the following weekend until you can finally get to it) - that's just short-sighted.

 

[roger80465]

I won't go so far as to say it's unethical. I will say this:

It is a bad business practice. Not stand behind the products you sell and instead tell the customer "you have three days to figure out if anything is wrong," (especially if stuff sits until the following weekend until you can finally get to it) - that's just short-sighted.

Based on this situation alone, you are probably right. My use of the term stems from my past history with them and by reading through their website. When I take this situation in context with the rest, I reach a firmer conclusion. That is what led me to use the term 'unethical'. Sorry for the confusion.

 

[Elmer]

I won't go so far as to say it's unethical. I will say this:

It is a bad business practice. Not stand behind the products you sell and instead tell the customer "you have three days to figure out if anything is wrong," (especially if stuff sits until the following weekend until you can finally get to it) - that's just short-sighted.

along with bad business practice, It is also bad customer service.
they should be willing to accommodate issues without trying to pass it off.

Just recently I complained to my LHBS about an issue with some ingredients I bought from them, I made a valid, detailed argument. The response I received was "no one has ever complained before, thanks!".

If a company is not going to do good by you when there is an issue I would not give them more business!

 

[vacuumpumpman]

As a small business owner - I believe that customer service should and always come first !

If you are not happy with the product or service - always contact the supplier first so hopefully they will have the opportunity to straighten it out before posting on a wine forum about your negative experience.

Yes it appears that you did all the above - and yes I would feel the same as you do regarding this matter.

 

[scram]

I reported them to the Florida BBB.... Very rude people.

 

[scram]

I invite you all to look them up on the Florida BBB Site and read my complaint.

 

[Runningwolf]

It seems like they have been a source of complaints since the first day I have heard of them. Deviant advertising and unethical behaviors. I have never personally dealt with them and i never will.

 

[ceeaton]

Jim,

You live in Northern York County, right? There is a very good LHBS in Lemoyne. The staff is knowledgeable, each has his/her own strengths, and they carry many items. One of them is actually a commercial brewer. Yes, their prices can be high on certain things, but I can assure you that if you aren't happy with a product, at the minimum they would allow you to replace it with another and credit the value of the one you didn't like towards the one you liked. Just ask them when you buy something.

Sorta like the grocery store that is three miles away and pricey...how much more does the 20 mile trip each way to the less expensive one actually save if you are picking up milk and bread?

Just a thought.

 

[jgmann67]

Jim,



You live in Northern York County, right? There is a very good LHBS in Lemoyne. The staff is knowledgeable, each has his/her own strengths, and they carry many items. One of them is actually a commercial brewer. Yes, their prices can be high on certain things, but I can assure you that if you aren't happy with a product, at the minimum they would allow you to replace it with another and credit the value of the one you didn't like towards the one you liked. Just ask them when you buy something.



Sorta like the grocery store that is three miles away and pricey...how much more does the 20 mile trip each way to the less expensive one actually save if you are picking up milk and bread?



Just a thought.

Up until recently, I had no idea it was there. But, I have been there quite a bit lately. Turns out, I know the owner from my days in private practice. The manager (or at least a very seasoned employee) is a brewer at Bubee's in Lancaster. I will likely do most of my shopping there from now on. Just wish they did a buyers club or discount of some kind. They don't.

I bought a bottle sanitizer from them and discovered it was cracked. They swapped it out happily... no problem.

 

[Bergmann]

I am a cranky old cus and I know it, I do not care who else knows it either. In my state the law requires retailers to accept for full refund any merchandize within 30 days of purchase. Now not many folks know this and retailers rarely advertise it. It also applies to items sold to residents that are shipped from another state. Now here is where being cranky pays off. Tomorrow I would be at the nearest supply store replacing every last piece of equipment. Then I would wash and repackage every item I had purchased from them, and ship it back demanding a full and complete refund. If they refused. I would dispute the charge on my credit card. It may cost me some shipping, and may tie up a few bucks for a while but they would Know one thing. Don't mess with the zultan. I would also tell everyone I know how they treated me and what a piece of work they are!

Sometimes Cranky has it's privileges

 

[joeswine]

A lid????//

all this is over a plastic lid???was this a standard 6.5 gallon bucket??

 

[Runningwolf]

The lid has very little to do with this issue, but yes it's where it started. The issue is doing business with someone you trusted only to find out they won't stand behind there product. This $3.00 lid cost this company any future business from jgmann67 and anyone else reading this post. WOULD YOU DO BUSINESS WITH THEM AFTER READING THIS! A person would be insane to do so. There are too many reputable dealers we hear about everyday.

 

[pjd]

The lid has very little to do with this issue, but yes it's where it started. The issue is doing business with someone you trusted only to find out they won't stand behind there product. This $3.00 lid cost this company any future business from jgmann67 and anyone else reading this post. WOULD YOU DO BUSINESS WITH THEM AFTER READING THIS! A person would be insane to do so. There are too many reputable dealers we hear about everyday.

Exactly why I buy from local small business men like Presque Isle wine and Windy Hills wine. I don't care what the internet price is, these businesses are local to me and provide excellent service and value!