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Petrolhead

Petrolhead

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I think like many I am prone to posting when things go wrong but it’s also important to praise good service.

I bought a kit and some ingredients for my own recipe off Malt Miller before Christmas with good intentions to brew during the Christmas break, however, only got around to it last Sunday.

Sadly one of the hop packs was missing, it happens, so I dropped MM an email asking if they could get the missing hops out to me in time to brew next weekend.

Without a quibble the hops turned up very promptly today. Not bothered about the minor mistake but very pleased with the recovery. Thank you MM.
 
I had a similar situation with missing Candi syrup once, sent first class no quibble. Great customer service.
 
Businesses are run by humans and humans are prone to make mistakes. But what sets a good business apart from the bad is how they respond to those mistakes. Sounds like Malt Miller are all over that and I've only had good experiences with them myself (although they've not made a mistake with any of my orders as yet).

Sadly, in this internet day and age, many people seem so intent on bashing a business without giving them chance to do something about it, despite it often being a small business, and therefore someone's livelihood, that is at stake.
 
Much respect for the guys at Malt Miller, find them very professional and helpful. Plus their hops always seem way fresher, even if a little expensive
 
Working in the wholesale buisiness, it's always nice to get a pat on the back.

Now personally I'd never heard of Malt Miller, but based on these good words, I will be taking a look on a future brew.
 
I recommend Malt Miller too, they have a standard crush or fine crush option for the grain. My grainfather struggles with a fine crush as it inhibits the pump recirculation of the wort through the mash. Last brew I did used grain from malt miller and it flowed perfectly.
 
I agree with all of the good vibes above for MM. I’ve used them for my last few brew ingredients and have just placed an order for a stout recipe (based on Boundary’s Export Stout).
 
Gulpitdarn said:
On the flip side...
I wonder how many of us would be quick to return anything mistakenly sent in excess but not paid for? :tinhat:
Click to expand...

In the case of Rob at Malt Miller, in my experience if it's his mistake he doesn't expect you to return things. Many moons ago I put together an all grain recipe on his recipe builder, and when it came I got the wrong hops (got sent a load of Citra for an AIPA, rather than a small quantity of Citra and a small quantity of Cascade that I'd ordered). I phoned him up, and he sent me the missing Cascade, and told me to just keep the Citra.

It'd probably be a bit different of course if you ordered a stock pot, and he accidentally sent you a Grainfather or something.... lol

I get most of my malt from thehomebrewcompany now, but still regularly order hops and other bits from Malt Miller where his prices are much more competitive, especially if you are ordering under a kilo as he has the smaller shipping option. I don't do recipe packs these days though, which is probably a huge relief for him. ;)
 
Malt Miller are great. They are very fast to sort out any issues at all, it's never any bother. There are rarely any issues and there still really helpful even when it's not their fault. Top marks!
 
I've never heard a bad word said about Malt Miller. The first order I made with them I bought a precision hydrometer and Rob emailed to let me know that I might need a larger trial jar as the bulb was wider than a standard hydrometer. Then he said they were just about to bring in a new line of trial jars to accommodate it and he'd include one in my order for free.

Until recently I've not used them for grain as they've been a bit more expensive that Homebrew Company (who have also offered great service) but I recently discovered they do 25KG sacks of grain at a very competitive prices, so I think I will certainly be getting my base malts from them in the future.
 
I recently ordered a large order of ingredients including some of MM kits and ingredients for my own recipes. This morning I got half way through mashing one of the kits and then found one of the hop packs for the recipe was missing. I then checked the tick list included with the order and to find that that particular hop pack hasn't been ticked off.

I am annoyed with myself for not checking that everything was there before I started. However, I am even more annoyed with MM for not following their procedures when putting together orders: namely ticking off the list but not doing a final check to ensure everything has been supplied. In retrospect I don't think that this is the first time it has happened to me because about 6 months ago I was short of a pack of yeast but put it down to me misplacing it.

I was wondering if this has happened to other members and here is a little advice for what it's worth - don't assume that everything has been supplied.
 
Paddy Wood said:
I recently ordered a large order of ingredients including some of MM kits and ingredients for my own recipes. This morning I got half way through mashing one of the kits and then found one of the hop packs for the recipe was missing. I then checked the tick list included with the order and to find that that particular hop pack hasn't been ticked off.

I am annoyed with myself for not checking that everything was there before I started. However, I am even more annoyed with MM for not following their procedures when putting together orders: namely ticking off the list but not doing a final check to ensure everything has been supplied. In retrospect I don't think that this is the first time it has happened to me because about 6 months ago I was short of a pack of yeast but put it down to me misplacing it.

I was wondering if this has happened to other members and here is a little advice for what it's worth - don't assume that everything has been supplied.
Click to expand...
Mistakes happen, look at the rest of this thread - MM are great at fixing issues when they're found.
 
I've ordered from most of the online homebrew companies and most of them have made the odd mistake. It happens, you've just been unlucky this time. Of them all Malt Miller seems to have the best quality and best packaged ingredients, but you do pay a bit extra for it.
 
We say that 'it happens'.... but it seems to be a much more common thing now, Take-aways meals are the worse for this. So many times as a family we have ordered a meal and at least one item is missing, my wife seems easy prey. I guess if it is done intentionally it is profitable, but I am in no way here pointing fingers at anyone. Businesses who genuinely make mistakes are increasingly looking dubious or am I wrong in my thinking here?
 
Missing items are not as profitable as missing personnel. When you want to optimise profits, you get rid of staff. When there's very few staff, mistakes happen more often due to busyness.
 
It's more expensive to put things right, I'd be amazed if this was being done intentionally.
 

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