Online Shop Customer Service

03.09.2011

Invest in BrewDog at www.brewdog.com/equityforpunks

For the last 2 years our online shop at www.brewdog.com/shop has combined some pretty exceptional beers from BrewDog and all over the world with some distinctly mediocre customer service. As we struggled to get to grips with the growing volumes going through our online shop our lack of experience in dealing with couriers and small parcel logistics were all too apparent. Too many shipments were damaged, Parcelforce proved the most unreliable of partners, our stock management was inconsistent, orders were shipped incorrectly, delivery times were far too long and the standard of our communications with our valued customers was not good enough.

We set up ourselves very high standards as a business, not just for our beers but for all aspects of how our company operates. Our online shop was falling woefully short, as many of our good customers will testify. We had to do something to improve this. And we have.

As of today, our online shop fulfilment and customer service centre is now based just outside Leeds and is being looked after by Dan Brockley (pictured above). The new structure was put in place in conjunction with our friends at My Brewery Tap and the beer will be stored and shipped in an awesome new custom built warehouse managed by Expect. We have spent around 2 months putting the new system in place and it includes a much more robust stock management system and a much better notification system for customers regarding their orders. As of 0900 on Saturday, all orders placed on our online store will be handled by Dan and his team.

The key advantages for the customer are:

Guaranteed next day delivery if an order is placed before 1400 (cool, huh?) - any orders placed after 1400 on a Friday will be processed on the following Monday.
Better tracking details and accurate notifications of when your order is dispatched and where it is
A dedicated customer service manager (Dan!) who you can all between 0800 and 1700 Monday - Friday.
All parcels delivered by the DHL group
Orders being handled by experienced fulfilment professionals
More accurately packaged orders
Better shipping rates for European customers

And the advantage for us is that we now have a stable and scalable base from which to grow our online business. Everything now has barcodes, packing lists scanners, stock codes – all very clever and much more precise than one of our brewing team trying to pack some boxes on his tea break.

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To give you guys a chance to try out our new levels of online customer service, we have a cool discount code. Up until the end of Monday you can use the code PUNK to get an awesome 20% off all purchases from our online store www.brewdog.com/shop

Any questions on the new set up, feel free to ask below. And if you want to say hello to Dan, drop him an email on dan@brewdog.com or call him on our new dedicated online sales support number 01346 410151.

James and the BrewDog Team x

Invest in BrewDog at www.brewdog.com/equityforpunks

Comments

Two boxes of awesome have arrived - everything intact and looking mighty fine! Cheers!
Stu 07.09.2011
Order placed at 3pm on Saturday, status has been and still is marked as processing ever since then but it did arrive 10 minutes ago.
So, possibly being overwhelmed by volume of discount orders meant 1 day delay in dispatch but the tracking system doesnt seem entirely hooked up yet.
Also, w/ref to couriers signing themselves for their deliveries as mentioned below, DHL guy asked my name but didnt ask me to sign.
Still happy enough with service though.
dukest 07.09.2011
Just adding my name to the list - ordered from the store on Saturday afternoon and as of Tuesday evening my order is still "processing". It's probable people have taken advantage of the 20% off over the weekend, but if there's no change/update by Thursday I think I might e-mail this Dan man who is apparently very nice.
TheAlmanac 06.09.2011
Ordered Sat 11am, not arrived yet and status still "processing". Not overly bothered about non-24h delivery, but given the hype, an update would have been nice if it's not going to be reached. Don't envy you guys - something this big takes a while to iron out the glitches (that, or the 20% discount at the weekend has exhausted the warehouse boys :-) )
Stu 06.09.2011
@andrew5368 or anyone else who ordered yesterday, have you received anything yet? This is pretty shoddy after the huge fanfare for "next day delivery".
glasgow_red 06.09.2011
@glasgow_red same here, still waiting!
andrew5368 06.09.2011
Made an order yesterday (around 12:30) with the assumption it would be delivered today. Fingers crossed, however the status of the order is still "processing".
glasgow_red 06.09.2011
So I made an order today after reading this blog post, 1st e-mail at 11am saying I will informed of the orders progress and nothing since.

I don't know whether to stay in tomorrow or not now, you say here guaranteed next day so perhaps I should but if I've had no email saying that they're on the way then maybe I shouldn't.
andy123 05.09.2011
Hmm, broch, leeds, aberdeen. Totting up the beer miles! Last few things via dhl got nicked too - better not steal my beer! On the other hand they do have those weekend (and evening) warriors that ship stuff around in their own cars after work. Hope they're not too thirsty!
um5000 05.09.2011
I've found that the most reliable courier is UK Mail!
Nate 05.09.2011
It's good that you are trying to improve the service of your online shop but I do agree with other's comments about the usefulness of Parcelforce due to their relationship with the post office. In fact a big reason why I order of this website ahead of other online beer retailers is due to the fact that I know I can easily pick up my beer from the post office.
Mark 05.09.2011
mcoman : you need to look at postal costs to the US. there F....n insane. Dont know how brewdog compare to my walking into postoffice. But it would cost me close on £20 for just 2 bottles via the post office, and oddly it gets sillier if i go above 2kg

cgarvie 04.09.2011
Nice blog, but I think you were being a bit hard on yourself there James. I've always had excellent service - getting everything I ordered and with no breakages. It usually took about a week to receive my order, which was acceptable given the size of the company and the remote location you're based in!

Still, guaranteed next day delivery sounds fantastic. Time to put this to the test...

Rich 04.09.2011
I was about to order some of your great beer until I saw there was £40 shipping to the US. I am not about to spend more money on shipping then the beer I am buying. I hope this price is not because of next day shipping to the US, I could wait a week in exchange for reduced shipping rates.
mcoman 04.09.2011
This is great news. I've always had excellent service when I've had problems with orders and as all of my problems have been with breakages (last 3 orders all had a bottle smashed) the move to better packing makes me a happy bunny.

Scarily, ParcelForce are one of the more reliable providers (if somewhat beliigerent and bureaucracy entangled). I look forward to seeing if DHL and chums are as good/better.
billy 04.09.2011
Valid point about parcelforce being able to leave beer at local post office which has proved invaluable for me at times, although they have recently left beer with my neighbours and not left a card for me stating this! Brewdog definitely need to provide a tracking number for every consignment as this is also an excellent way of finding out where our beer is when ordered (ie with a neighbour). I too have also received e-mails stating that beer has been despatched when it has not and I have had to follow up my order. Give DHL/Yodel a chance and then if they are shite we can all slag them off!
arobertson 03.09.2011
never had a problem myself but I'll use the discount ta!

more beers being available in the near future would also be nice if possible

just had avery brown at port st beer house manchester, want more!
mikecox 03.09.2011
Just had a look at the DHL website. Seems they have an arrangement with shops like WH Smith and Staples, as well as some self storage companies, that allow you to pick up a parcel.
If you live in Shetland however your nearest pick up point is the DHL depot at Aberdeen airport, and just to make a little bit more awkward DHL depots don't seem to be open on a Saturday either.
I suppose we will just have to wait and see how the new carrier performs.
iprise 03.09.2011
You have actually made a very good point there C Garvie. DHL does not have access to the Royal Mails network of Post Offices, and Delivery Offices, where Parcelforce can leave parcels they are unable to deliver. I suspect people may have to travel further, to pick up their orders, and if you are relying on public transport, you may well find you have a long walk from the nearest bus stop into the depths of an industrial estate, and back again.
iprise 03.09.2011
good in many ways, but a bugger for me, as Parcel force always dropped my parcel at local post office. DHL is miles away :-(
cgarvie 03.09.2011
DHL Drop it Hide it Lose it. No better or worse than Parcefarce, and don't believe next day delivery, if you live anywhere remote and out of the way like Shetland.
iprise 03.09.2011
Why isn't Rip Tide available on the online shop? I recently had to order from a different website to get ahold of some, but i haven't seen it on the Brewdog shop in a very long time. Makes sense to sell it on there if it's available.
tarcher 03.09.2011
i ordered a few things yesterday, and suppliers change today! wonder who will deliver - parcelforce or dhl...
steve adams 03.09.2011
I'm certainly glad to see the back of Parcelforce, but I'm still cautious about DHL. I've had stuff dumped on my doorstep and left in the past by them. I'd echo the comment about contacting Brewdog. I always received prompt, polite and helpful service.
Mark 03.09.2011
when are the guest beers going to be updated in the shop? most of them are sold out at the moment
rich 03.09.2011
Well it'd be rude not to try out this new service...
irishgoat 03.09.2011
Ah, that shipping rate for EU makes me much more likely to get my fix as often as I want, rather than scouring specialty shops constantly for anything that isn't Punk, Saint, 77 or Blonde. :-)

I actually brought 12 bottles of Hardcore IPA to the counter at a shop here in Denmark, only to ask the clerk to put them back on the shelves, when he told me they cost £8 each. "Best of the best" was his defense of that pricing...
Jimmi T 03.09.2011
What are the new European(Sweden) shipping rates?
Richard P 03.09.2011
DHL tend to sign for packages themselves if there is nobody there to collect it. When we get things devilered at work rather then going to the reception where there is always somone on they will dump it on the first desk they see and sign for it.

I guess it cant be any worse than parcelforce tho :)
com160 03.09.2011
I wonder if I can use punk and my EFP discount together... Great news though. Parecelforce have been particularly shoddy in getting packages across the water to Northern Ireland but there have also been issues with incorrect stock levels on the website and receiving dispatch emails before the beers have even been picked, let alone dispatched. Good work though guys.

Will there at some point be a shop front attached to the warehouse for people to buy stuff to takeaway?
Stephanos 03.09.2011
In defence of the previous regime, over the course of numerous orders, I've always been on the receiving end of good customer service, per se, it's just been the picking & packing that hasn't always been up to scratch. But still, I'm sure the new system will eliminate even those minor niggles.
Darren T 03.09.2011
Great News! Looking forward to trying the new service.
Adrian 03.09.2011
I hope DHL aren't more expensive for African deliveries. Very glad the packaging will be improved though.
Mark 03.09.2011
I hope you're right that delivery will be DHL. I seem to remember that DHL have recently sold their domestic delivery business to Yodel who's service, in my experience, is downright poor.
John B 03.09.2011

Online Shop Customer Service

03.09.2011

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