Here is the response from NB. Very generous.
“We really appreciate your order and completely understand how we have made you doubt us as a future supplier.
The really bad news is that there were two different errors in your order. The missing grain was likely left out of the order during fulfillment, while the hops issue was in our packaging department.
We repackage our hops to control freshness. They stay in the freezer, in sealed bulk packaging, from the supplier. This allows us to know exactly how the hops were handled before being shipped to you. Great ingredients make great beer. We do calibrate our scales regularly but I am going to bump this to the operations team to make sure they do it again, as this is concerning.
It is always a good idea to weigh pre-packaged ingredients. We do allow for variances but try to make sure it is only in excess. We use grams when measuring so often times there is 29-30 grams in a package versus the 28.35 g that equals an ounce. A couple of pellets is all it takes to swing that and while you might not notice it in a batch, if consistency is your brewing goal, measuring on your own is a great practice to help that.
All that said, I am going to suggest a resolution and hopefully have you give us another shot. I see that you ordered 3 ounces of the East Kent Goldings and a few other hops as well. Were the other 8 ounces on the order over the one-ounce mark?
I was thinking I would offer a $50 gift card, so we can cover all (or most) of your next recipe order. Would that be fair? Our goal here is to help you make awesome beer, if you have concerns about the two short hop packs affecting this batch, I would be happy to replace those as well.
My apologies for trouble with this order and I look forward to getting this resolved for you.”
Sent from my iPhone using Tapatalk
Topic: Northern Brewer (Read 2433 times)
