The-online-homebrew-company.co.uk

I made an order with them in September and still hadn't received the product at the end of November so cancelled the order. They took my money the day the order was placed despite not having the item in stock. 3 months later I am still waiting for my money to be refunded. I have had to get the credit card company involved now.
Stay away from this site. They are a useless waste of time who steal peoples money.

Their website stated items were in stock when I ordered them and they took the £50 straight out of my account, but the next email I got said some items are now out of stock. A month later, with no sign of the items coming back into stock I cancelled the order and was told I'd get a refund in 10 working days (had to post them a recorded delivery letter to cancel, though...). It's now over a month later and I've still not had a refund and they won't reply to my emails. Avoid this website at all costs - they are a bunch of dirty robbers!

They have my money and haven't delivered. They have no phone number and e-mails go ignored.

Worse, they are abusing the TrustPilot review website (where they have an excellent 8.7/10 rating) by carefully filtering reviews - just try posting a review there, I bet you'll get blocked because you don't have a "personal verification code".

Any adverse comments placed on their forum, Facebook page etc. are quickly deleted.

They give every appearance of being a cheap, friendly and well-recommended company, and I'm sure there are satisfied customers out there, but when things go wrong they just don't want to know. So AVOID THIS COMPANY!

Don't use this site. They took the money out of my account the day after my order was placed (a month ago) and since then I have heard nothing from them. There is no phone number to contact them on (I know - silly me, I suppose that in itself should have set off alarm bells) and I have sent them umpteen emails and heard nothing. Further research on online (too late) suggests that this is their form and from what I have read and heard they seem to be a totally sham site with no actual goods at all.

I ordered my stuff which was supposed to be in stock, and 3 months on still not got it, but they have my £100,

I have to agree with all he previous comments regarding the poor excuse this company call 'customer service'. I have just written a lengthy letter of complaint as the online system is ludicrous as already stated and they have not even had the courtesy to respond to my last email. I waited over 3 weeks for my latest order only to have an item missing... no response. They are obviously in dire financial straits as unable to fulfil customer orders and only do so after they have taken your money and ordered from their suppliers. This is despite the fact that goods are showing in stock at time of orderwhich they obviously are not. I have put up with this for nearly 2 years now... but no longer. I have checked Companies House... accounts showing over due... is there any wonder. Avoid at all costs. I am not hopeful that I will receive a response to my formal written complaint. They will not tell you who is in charge only to address complaints to The Customer Service Manager. What Customer Service!

I am still waiting for a refund. After waiting months for goods that have not been sent. They offer a refund but STILL NOW funds in my account. Email 5x no response. They operate under various alias such as http://www.brew-it-yourself.co.uk
The telephone number is hard to find but I have dug it out.

Address: Unit 4 Parkside Centre, Potters Way, Essex SS2 5SJ
Tel: ******* *******

Think twice before parting with you well-earned cash.

By far the worst company I have ever dealt with. They are the only company I have ever known who offer no customer service what so ever. If you do manage to contact them they do not respond. If things go wrong with your order there is NOTHING you can do about it and they will just ignore you.
DO NOT USE THESE PEOPLE

I made an order and they took my money straight away. 7 weeks later I had still not received any of the items nor had they replied to any e mails. I got my money back through insyigating a credit card dispute. Be warned about this company

The first thing to say is that THIS SITE is accurate, so IGNORE 100% the "Trustpilot" reviewer this company refers buyers to, AS YOU CAN ONLY REVIEW THERE IF PROVIDED WITH A CODE FROM THIS AWFUL COMPANY. Does everyone get a code? NOT on your Nelly! You only get one if you are one of the few customers that they can actually dispatch items to in a reasonable time... (IE: IF THEY KNOW YOU ARE LIKELY TO BE HAPPY!). Hence the 4 stars that they are rated there!
So what can we say about this bunch of jokers. The best way I can describe my experience is; "Welcome to the Victorian age of shopping"... Absolutely awful shopping experience, for the following reasons.
1) This company have no telephone number for buyers to contact them... Emailing is the only way (although even they themselves agree that the most common email servers may have problems getting a message to them). The reply to my emails were mostly answered via standard electronic replies that told me nothing about why I was still waiting for a paid order to be dispatched 28 days post-purchase.
2) On their site they have messages everywhere stating that abusive emails will not be tolerated & may even warrant them to press criminal charges! The suggestion that customers don't get too irrate with them is also included in their emailed "electronic updates". What does this tell us about our likely experience with this company, I wonder?
3) When you buy from this company items showing "in-stock" may well be out of stock (mine were showing in-stock, and it is a common complaint).
4) You don't pay on dispatch of your purchase, you pay immediately & wait until the company either get it in stock, or decide to get around to sending it... Convenient that... Despite promises to the contrary in the emails, you will not receive in-stock items in advance of those that are out-of-stock...
5) Don't get excited if you have received constant emails delaying your order time after time, then to receive (joy) another email announcing dispatch "tomorrow". The likelihood is that "tomorrow" will never come, as the same message (as in my case) can be displayed for 2-3 days before getting yet another gut-wrenching email stating (yet again) an expected receipt date (from "the warehouse" to their premises) of a further week or two in the future!
6) Break their rule of politeness (even slightly, as although I was dissatisfied & let them know it, I was NEVER rude) & they will henceforth ignore your emails completely, only sending out the interminable automatic weekly email updates informing of delays.
7) Complainants putting stuff on their facebook site have all been banned & removed (there are quite a few reviewers complaining of this).
8) They ignore requests to refund you, and will only do so if you have waited 28 days since the order was placed. There is then a 10-20 day wait on top of this (according to other reviewers) before you actually get your card recredited.

Conclusion: This site is not a scam, and I have yet to hear of a customer not actually (eventually... yawn...) either getting their money back or receiving their purchases.
The problem is a combination of clear greed (cash is clearly king here... good practice is only to take a payment on actual goods dispatch) coupled with constant special offers (meaning that new orders are billed immediately in the full knowledge that buyers will be waiting a long, long time for the actual items to reach this company's warehouse. This really does create a very poor customer experience with this company (unless you are one of the lucky ones whose purchase really IS in stock)... In the current economic climate, this company is really cutting its own throat with its clear disorganisation & lack of customer respect. My advice... DO NOT RISK IT... this company really is the absolute pits

They take the money and do not supply the goods or respond to emails, they also have no contact phone number. Buy from here and you will probably lose your money

I wish that I could rate them ZERO!

Please what ever you do, DONT order from these cowboys. They don't have the stock that they show, they dont have a contact telephone number! Or an email address! They take ages to respond on there online contact form and alot of the times its nothing to do with what you have asked!

I placed an order with them and paid for next day delivery. This was on a Saturday. On Wednesday I logged in to see if it had been dispatched and it hadn't. It was showing all of my items in stock, I tried to find a number and email etc and couldn't and after 20 minutes of looking I found the online contact form in my account area. I sent a message saying what's happening and they took 2 days to reply and said it dues to be dispatched 3 weeks from now!

I said no I want a refund and basically that took another 5 days for them to cancel and issue the refund, however 10 working days have passed and I have still not received it! All in all I have had to wait 3 weeks for sod all and I am just waiting for my money back now.

If you want a reliable homebrew website with fantastic customer service then go to www.brewuk.co.uk. I ordered from here and they are brilliant, dispatched my order the next day and got it the day after that, they were also cheaper and have a phone number and email address.

I ordered what was reputed to be their best selling product the Woodfordes Micro brewery with a Wherry kit. I also ordered some bottles which turned out to be out of stock. Their policy they claim is to part ship but in fact they didn't and it took over 3 weeks to get them to do this after repeated emails. They can't be contacted by phone and they don't respond to email. If you use their contact them form it refuses to accept your form as it claims you haven't looked up their stock answer which in fact I had but it always says you haven't. If you want to contact them it's my postal mail and if you want to cancel an order due to none delivery it's by recorded mail and it takes them reputedly upto 4 weeks to refund. The status updates on the site are a sham. I received emails saying they have shipped when they hadn't the updates tell you such useful information as the pick list has been printed, it's on order from the main warehouse, it's in transit from the warehouse, it's being picked etc all irrelevant internal processes which mean nothing. 7 weeks later I'm still waiting to receive part of my order which goes back in delivery weekly. It's clear they don't hold stock and delay delivery as long as they can hang on to your cash to fund themselves. They aren't that good value either most of their competitors are as good if not bettter. Give them a miss I wish I had.

Take your money and run no contact details Doesn't get any worse than this. Stay away!

The money was taken out of my account on the 31/08 and they said they had dispatched it on the 05/09. I thought that was a bit of a long dispatch time but I let it go. Turns out the tracking number didn't work, so 25 minutes and a £12.50 phone bill with Yodel later it turns out that it hadn't been dispatched. It also turns out that they have the worst customer service in the entire world as the only way to contact them is to use a online form (max 300 characters) as get this. THEY DONT HAVE A PHONE. I will never use this company again as they lied to me and in the end realised they had annoyed me and sent it same day postage 3 weeks after they took the money. AVOID THIS COMPANY!

Didn't have the items in stock, refused to refund.
Said they would split and ship what they did have in stock, they haven't.
When you enjoy doing something it's a real kick when it goes bad because of a company that doesn't care. These guys are a worse excuse for a company than Talk Talk and that is saying something.

Don't use this company or any of their subsidiaries if you have any sense and want to see your products. This Essex based company deserve to be closed down for the way they trade, website always says they have stock in and is usually dispatched within 24hrs. This is untrue.

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http://forums.moneysavingexpert.com/showthread.php?t=*******&highlight=the+online+homebrew+company+reviews