Brew2Bottle Customer Service

[dcbrookes]

Three weeks ago I spent around £200 with Brew2Bottle buying two Keg King Snub Nose fermenters and some other items. The first fermenter which arrived was fine; the second one which arrived a few days later had a faulty thermowell with a damaged thread which prevented it screwing onto the cap. I immediately emailed Brew2Bottle explaining the problem and asking if they could supply a replacement. To date (9 days later) I have had no reply or acknowledgement of my message. As I could not use the fermenter as it was, and had had no reply, I had to pay out to get the thread re-cut, and now the fermenter is usable but I am £10 worse off.

Needless to say I am less than impressed with this (lack of) service and, coupled with recent revelations about their trading practices, have decided that I will not use this supplier again.

 

[Brew_DD2]

They carry a lot of great stuff, but everything I've heard about them recently has been pretty terrible.

It's a real shame that they seem happy to keep trading, but aren't offering any service, or indeed meeting their legal obligations (by way of offering you an exchange or refund) as a retailer.

 

[The-Engineer-That-Brews]

I’m not saying this applies here, but if you buy the goods and pay with a credit card (for even part of it, I think) then it’s worth knowing about ’Section 75‘ of the consumer credit act: Section 75 of the Consumer Credit Act

[…]​

This right is particularly useful if the retailer or trader has gone bust, or it doesn't respond to your letters or phone calls.​

Section 75 of the Consumer Credit Act also applies to foreign transactions as well as goods bought online, by telephone or mail order for delivery to the UK from overseas.​

 

[MickDundee]

I’m not saying this applies here, but if you buy the goods and pay with a credit card (for even part of it, I think) then it’s worth knowing about ’Section 75‘ of the consumer credit act: Section 75 of the Consumer Credit Act

​

[…]​

This right is particularly useful if the retailer or trader has gone bust, or it doesn't respond to your letters or phone calls.​

Section 75 of the Consumer Credit Act also applies to foreign transactions as well as goods bought online, by telephone or mail order for delivery to the UK from overseas.​

One of the upsides of the bad situation is that B2B take PayPal and Klarna as well as “traditional” payment methods so plenty of protection there, so hopefully the OP is covered!

 

[Bolsover Brewer]

But B2B is under administration. It is the administrators who are responsible for sales and answering of emails. There have been a few posts on here that emails haven't been replied to. I have used B2B countless number of times without a problem and all emails been answered promptly.

 

[MickDundee]

But B2B is under administration. It is the administrators who are responsible for sales and answering of emails. There have been a few posts on here that emails haven't been replied to. I have used B2B countless number of times without a problem and all emails been answered promptly.

My understanding is that the original company went into Liquidation rather than Administration, and that the assets were passed on to a related company who have continued trading as B2B. In that situation it should be the company answering the emails rather than the Administrator.

 

[Bolsover Brewer]

My understanding is that the original company went into Liquidation rather than Administration, and that the assets were passed on to a related company who have continued trading as B2B. In that situation it should be the company answering the emails rather than the Administrator.

So, that set in stone then? If so why the silence on the email front? Anyone taking over the assets to keep trading would be bending over backwards to keep the customers happy, and they certainly would have put some sort of notice out assuring customers of their intention to continue supply. That would be good business sense on their part. Where as an administrator would just be wanting to get in as much money as possible without having to worry about customers complaints.
Personally I put a lot of blame on the creditors, why on earth would someone keep supplying and not get paid!

 

[MickDundee]

So that set in stone then?

There’s a liquidation notice on the original company’s (Virtual Distribution Limited) Companies House profile.

 

[Brew_DD2]

So, that set in stone then? If so why the silence on the email front? Anyone taking over the assets to keep trading would be bending over backwards to keep the customers happy, and they certainly would have put some sort of notice out assuring customers of their intention to continue supply. That would be good business sense on their part. Where as an administrator would just be wanting to get in as much money as possible without having to worry about customers complaints.
Personally I put a lot of blame on the creditors, why on earth would someone keep supplying and not get paid!

You'd think so, but they're clearly not. 10ft bargepole.

You put blame on creditors? If you have a good business relationship, of course you operate on credit, and cut slack where necessary. What a bonkers thing to say.

It's not really relevant to the OP either. I'm sure they are just wanting their issue fixed (as is their legal right).

 

[Brewnaldo]

You'd think so, but they're clearly not. 10ft bargepole.

You put blame on creditors? If you have a good business relationship, of course you operate on credit, and cut slack where necessary. What a bonkers thing to say.

It's not really relevant to the OP either. I'm sure they are just wanting their issue fixed (as is their legal right).

My previous experiences of B2B were nothing but good. In fact they gave me a free pressure fermenter for my birthday so I have always spoken highly of them. This, I suppose was partly why I came down on their side in the debacle with Youngs. And whilst I maintain that Youngs methods weren't my flavour at all, hearing about B2B patching customers and not resolving issues means I won't be using them anymore unless they offer up an explanation and an apology

 

[Brew_DD2]

My previous experiences of B2B were nothing but good. In fact they gave me a free pressure fermenter for my birthday so I have always spoken highly of them. This, I suppose was partly why I came down on their side in the debacle with Youngs. And whilst I maintain that Youngs methods weren't my flavour at all, hearing about B2B patching customers and not resolving issues means I won't be using them anymore unless they offer up an explanation and an apology

Everyone I know who's used them has good things to say too. It's a shame that things have gone wrong and that they're not responding to customer. The phoenix company stuff just rings alarm bells, so I certainly won't be recommending them.

 

[petvau]

Everyone I know who's used them has good things to say too. It's a shame that things have gone wrong and that they're not responding to customer.

I started homebrewing in 2020 just as the bars and pubs were being shut. I was not quick off the block. By the time I went online to buy equipment and kits, stocks were very low, choice was limited and prices were high. I knew nothing, so I looked to Amazon and I got royally ripped off.

Then, I discovered B2B and it became my sole supplier. I did not go anywhere else. Their prices were very good, delivery was quick and they sorted out problems (what very few there were) almost immediately.

It is sad, but if they do re-emerge, I won't be using them again either because I don't think I'll get any form of redress for the God-awful Gozdawa beer kits they sold me. Thats's £60+ I won't get back.

 

[Bolsover Brewer]

You'd think so, but they're clearly not. 10ft bargepole.

You put blame on creditors? If you have a good business relationship, of course you operate on credit, and cut slack where necessary. What a bonkers thing to say.

It's not really relevant to the OP either. I'm sure they are just wanting their issue fixed (as is their legal right).

On the contrary, going on the past MO of the service provided by Gareth and his team emails and phone calls were answered and issues dealt with promptly. It is relevant to the OP as he never heard back which leaves me to believe it is the administrators running the show, not B2B.

Doesn't take a lot of brain cells to come to the conclusion that B2B is no more. If it was going to be resurrected under that name then emails would be answered a declaration would be made. Not silence.
It is a shame as they offered good service and pricing.

As for being bonkers the ones who were bonkers were the creditors, first rule in business, your not a bank to lend money. Second rule keep a tight credit control over customers.
The creditors list has been removed from the previous posts about B2B but I was amazed at the credit given! If invoices aren't being paid promptly then alarm bells should have been ringing. No good creditors whining and crying, the blame is firmly on them for the amount of money they lost.

 

[Leon103]

On the contrary, going on the past MO of the service provided by Gareth and his team emails and phone calls were answered and issues dealt with promptly. It is relevant to the OP as he never heard back which leaves me to believe it is the administrators running the show, not B2B.

Doesn't take a lot of brain cells to come to the conclusion that B2B is no more. If it was going to be resurrected under that name then emails would be answered a declaration would be made. Not silence.
It is a shame as they offered good service and pricing.

As for being bonkers the ones who were bonkers were the creditors, first rule in business, your not a bank to lend money. Second rule keep a tight credit control over customers.
The creditors list has been removed from the previous posts about B2B but I was amazed at the credit given! If invoices aren't being paid promptly then alarm bells should have been ringing. No good creditors whining and crying, the blame is firmly on them for the amount of money they lost.

Clearly you have no understanding of business.

 

[Thatscold]

No good creditors whining and crying, the blame is firmly on them for the amount of money they lost.

Trolling….

 

[Bolsover Brewer]

Clearly you have no understanding of business.

In that case I am glad I don't understand business. Not made a creditors list yet.

 

[Braufather]

Personally I put a lot of blame on the creditors, why on earth would someone keep supplying and not get paid!

Business is built on credit. Its crazy that some people blame the company getting ripped off rather than than the company that’s ripping them off

When a company goes under because it can’t get enough credit to help it through a tough period, people blame the creditors or banks. They should have helped them.

Alternatively if a company is given that credit but is still liquidated with debts it’s the creditors fault again????

How does that work?

Business is built on trust but unfortunately there are people that take the p1ss

 

[Bolsover Brewer]

Business is built on credit. Its crazy that some people blame the company getting ripped off rather than than the company that’s ripping them off

When a company goes under because it can’t get enough credit to help it through a tough period, people blame the creditors or banks. They should have helped them.

Alternatively if a company is given that credit but is still liquidated with debts it’s the creditors fault again????

How does that work?

Business is built on trust but unfortunately there are people that take the p1ss

What I am saying is the creditors have to accept the blame for their losses, if they are willing to keep supplying goods when invoices aren't getting paid who's at fault?
There is good reason why we set credit limits and why we stick to them.

 

[Bolsover Brewer]

double post

 

[foxy]

I don't know who is sending out merchandise from Brew 2 Bottle, or not answering emails. But I would be very surprised if it was someone wanting to continue trading under that name, behind the 8 ball before they start. Some of the comments popping up on line doesn't look promising.
I learned from experience very early on to keep a tight rein on credit control, saves a lot of worry down the track.