Complaints

This profile includes complaints for Atrevida Beer Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atrevida Beer Co.

  204 Mount View Ln Ste 3 Colorado Springs, CO 80907-4375

• 

  Atrevida Beer Co.

  631 N Weber St Ste 220 Colorado Spgs, CO 80903

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a t-shirt on December 5, 2022. Waited patiently for over a year to receive said item, and never received. Business doesn't answer/respond to emails or post updates or communicate about said problem. Tried canceling the order to no avail. In responses to similar complaints, this business has said they are a beer company and not a t-shirt company. The solution to that was to refund orders once they realized fulfillment was going to result in an additional hardship on their business and staff. No one made this business accept orders and take customers' money. By choosing to accept those orders and deny refunds, they have put themselves in the position to fulfill orders in a timely fashion. A year is not timely fashion. They certainly had the power to cancel orders and remove merchandise from their website. They make it sound like they were forced to accept orders and prevented from refunding customers after realizing they couldn't fulfill those orders in a timely fashion.As for so-called updates, why am I obligated to **** down this business's social media accounts (which ones?) to find an update on my specific order? Why can't someone from the business answer my emails? And there have been no updates since September 2023. Again, if this was too difficult to deal with in the aftermath of a tragedy, the solution was right in front of them: cancel and refund all orders and then re-open only when they're in a position to fulfill those orders. If they wanted donations, they could have set up a link to accept donations. Taking customers' money, refusing refunds, and never delivering the merchandise is unacceptable.

  Business Response

  Date: 01/17/2024

  We don't expect you to understand. 

  We will address your issues with the supplier. We will update you as soon as we hear back from supplier at their earliest convenience. Thank you.

• Initial Complaint

  Date:12/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a T-shirt after the mass shooting that they were involved in as support and advertisement for them on the East Coast. I was not given an order number, but was still charged for the order. Emails went out stating that if an order number was not sent, customers were not charged, which is not true.So many other people have attempted to have simple questions answered by them by FB Messenger, email, phone calls, etc. Atrevida ignores them all, which is why I have not even attempted to contact them knowing the response.Atrevida emailed that they were working on sending products out which is why I have not sent in this complaint within the one year time.It's the refusal to answer questions from people that is the frustration.

  Business Response

  Date: 12/14/2023

  We have been as diligent and as transparent as possible throughout this process. We have posted updates on our social media platforms.We've made videos informing folks where we are in the process. We have left a voicemail message for anyone who calls the brewery directly indicating the same. We have email blasted every single person that placed an order keeping them informed of the progress as well. We are not in the business of clothing retail. We're in the business of beer first. This was a learning curve for us with all that is involved logistically with a fulfillment order of this scale. There are many departments working together between three different businesses to get these orders fulfilled. We don't expect the average person to understand this.However, we have asked for patience as we navigate during this time. 

  Physical, mental and emotional trauma does not go away the day after a tragedy. We sincerely hope that this person never in their life experiences what we have gone through let alone losing a family member to an unnecessary hate crime and expected to proceed as a robot. We wish them the very best and peace. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20992598
  
  I am rejecting this response because:

  It does not answer my very simple request of checking to see if there is an order number attached to the charge taken from my credit card. 

  With my question there was no "transparency" since the email stated no money was received by them, if there was no order number given. This is the exact opposite of my situation. No order number, yet money taken out. 

  What they have done to people with the no refunds excuse, and no product given is no different than if somebody ran into the brewery, stole an item, and ran out yelling "no payment!"

  What they should have done was shut down the online store until they had found a company to print and manufacture the items. They did not, and this along with the refusal to communicate one on one with anyone, is what is making so many people upset and disillusioned with this business and family.

  
  Sincerely,
  
  **********************************/p>

  Business Response

  Date: 01/08/2024

  We are not in the business of clothing retail. We're in the business of beer first. This was a learning curve for us with all that is involved logistically with a fulfillment order of this scale. There are many departments working together between three different businesses to get these orders fulfilled. We don't expect the average person to understand this. However, we have asked for patience as we navigate during this trying time. We have sent numerous updates informing folks, email blasts, social media posts and by voice memo on outgoing messages for business.  

  If you ordered a shirt and received an email confirming purchase then you are in the cue.

   

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20992598
  
  I am rejecting this response because:

  All I wanted to know was what my confirmation number was since I was charged. I didn't need to be preached at. They don't know that I have also been a victim of gun violence.

   

  Apparently it is impossible for them to answer an extremely easy question, and I would have continued to wait. 

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/16/2024

  As we are wrapping up the whole merchandise end of things we are still asking for patience as there are a lot of moving and working pieces here. I will look up your order and advise on order# and status. We will update you as soon as we hear back from supplier at their earliest convenience. If you have an order number then you are in the queue to be delivered. Thank you. 

  Customer Answer

  Date: 01/17/2024

   
  Better Business Bureau:

  
  Thank you. This is literally all that I was hoping for originally.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A year ago I purchased merchandise from Atrevida and just received the items this past week. I understand that there were delays in production as they were inundated with orders and struggled to fulfill them. The owners did send some correspondence in regards to the serious delay.I have read many other reviews and responses from others online about this situation as wanted to echo my feelings.I dont have an issue with the length of time it took to ship, even though a year seems insane. But the owners would not offer refunds or respond to questions. That was extremely frustrating.When the merch finally did arrive the quality and sizing is so poor I will not even be able to wear the clothing. The leggings I ordered look to be a childs size instead of adult and feel so cheap and scratchy. Quite pathetic really, and I would return them from any other vendor, as most places allow for returns or refunds.Overall I am very disappointed in this business. In seeing some of there responses to others online they seem very frustrated and annoyed at the customers. How can a company take our money and then not deliver on the product? Seems morally wrong.

  Business Response

  Date: 12/14/2023

  We have been as diligent and as transparent as possible throughout this process. We have posted updates on our social media platforms.We've made videos informing folks where we are in the process. We have left a voicemail message for anyone who calls the brewery directly indicating the same. We have email blasted every single person that placed an order keeping them informed of the progress as well.
  We are not in the business of clothing retail. We're in the business of beer first. This was a learning curve for us with all that is involved logistically with a fulfillment order of this scale. There are many departments working together between three different businesses to get these orders fulfilled. We don't expect the average person to understand this.However, we have asked for patience as we navigate during this horrific time. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20986193
  
  I am rejecting this response because:

  While I do understand that the brewery was bombarded with orders and that it would take time to fulfill them all, I am still not satisfied with the merchandise I received. The sizing is completely off. When clothing is purchased at other establishments and arrives significantly smaller than anticipated, most businesses allow for a return or refund. 
  

  As initially stated, I was okay with the year long wait to support the business but am extremely disappointed with the quality and sizing of the merchandise. The leggings look like they would fit a child, and yet I am being told I cannot return them or get a refund. I ordered an adult large. That feels like a business is taking advantage of people trying to support them.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/08/2024

  We are not in the business of clothing retail. We're in the business of beer first. This was a learning curve for us with all that is involved logistically with a fulfillment order of this scale. There are many departments working together between three different businesses to get these orders fulfilled. We don't expect the average person to understand this. However, we have asked for patience as we navigate during this horrific time. We have sent numerous updates informing folks, email blasts, social media posts and by voice memo on outgoing messages for business all answering question's. Under terms and conditions of purchasing via our website it states that there are no refunds. A refund will not be issued. It is incumbent on the consumer to read all terms and conditions prior to making any purchases online. This has been in place since the beginning and was not added after the tragic incident. 

  "In seeing some of there responses to others online they seem very frustrated and annoyed at the customers. How can a company take our money and then not deliver on the product? Seems morally wrong." ... a blatant lie. 

  Physical, mental and emotional trauma does not go away the day after a tragedy. We sincerely hope that this person never in their life experiences what we have gone through let alone losing a family member to an unnecessary hate crime and expected to proceed as a robot. We wish them the very best and peace.

   No company is stealing from you. The product was delivered.  you seem morally wrong. 
  

   

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20986193
  
  I am rejecting this response because:

  Clearly the company is not understanding the concerns. I did not have any issue with the delayed delivery time (1 year), that was understandable given the circumstances. The issue is with the sizing of the product, plain and simple. As originally stated I ordered an adult size legging and received something that would fit a child. I am not satisfied with the response but there seems to be nothing further I can do as the business is not willing to take ownership of the sizing issues. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/16/2024

   

  As we are wrapping up the whole merchandise end of things we are still asking for patience as there are a lot of moving and working pieces here. I will address your issues with the supplier. We will update you as soon as we hear back from supplier. Thank you

• Initial Complaint

  Date:12/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Nov 22, 2022 for 2 Tshirts - which was in support of a business that had helped someone. I paid $35.30. The company sent a note in July 2023 stating Tshirts would be shipped - but still nothing. I'm tired of waiting a year and I feel they have been dishonest in not fulfilling the order. I'd also like to warn others about this company.

  Business Response

  Date: 12/14/2023

  We have been as diligent and as transparent as possible throughout this process. We have posted updates on our social media platforms.We've made videos informing folks where we are in the process. We have left a voicemail message for anyone who calls the brewery directly indicating the same. We have email blasted every single person that placed an order keeping them informed of the progress as well.
  We are not in the business of clothing retail. We're in the business of beer first. This was a learning curve for us with all that is involved logistically with a fulfillment order of this scale. There are many departments working together between three different businesses to get these orders fulfilled. We don't expect the average person to understand this.However, we have asked for patience as we navigate during this horrific time. 

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20984641
  
  I am rejecting this response because:

  Waiting a year for a Tshirt is unacceptable.  I work in the supply chain and understand very well about purchasing and sourcing items and working with vendors.  *** communications sent only continue to say that 'someday' we will get our Tshirts, with no valid end date (dates given have passed).  Please refund my money.  

  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 01/08/2024

  We are not in the business of clothing retail. We're in the business of beer first. This was a learning curve for us with all that is involved logistically with a fulfillment order of this scale. There are many departments working together between three different businesses to get these orders fulfilled. We don't expect the average person to understand this. However, we have asked for patience as we navigate during this horrific time. We have sent numerous updates informing folks, email blasts, social media posts and by voice memo on outgoing messages for business answering questions and updating folks. 

   We are tired too and still working, we have not been dishonest and are fulfilling the orders.

    "I'd also like to warn others about this company."  - Physical, mental and emotional trauma does not go away the day after a tragedy. We sincerely hope that this person never in their life experiences what we have gone through let alone losing a family member to an unnecessary hate crime and expected to proceed as a robot. We wish them the very best and peace. 
  
  

   

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 20984641
  
  I am rejecting this response because:

  You took everyone's money and said you would ship goods.  I am a super compassionate person and would have preferred you just do a go-fund-me request other than to promise Tshirts that after 15 months you are still not fulfilling.  I work in the supply chain - I do know that this is just plain fraud what you have done.  And your updates are useless requests for folks to be patient because you do beer first.  Why are you still advertising other goods on your website if you are beer first?  Stick to beer. And stop trying to make compassionate folks feel bad for your inability to fulfill.  We supported you.  You made hundreds of thousands of dollars on compassionate people who did care and took the time to order. I fully realize I will not get the tshirts - which I'm fine with. However, I do want to lodge this complaint that this business does not fulfill on its promise and indeed has taken in a lot of money, which were not donations.  I supported you! And I'm now done.
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 01/16/2024

   

  "You took everyone's money and said you would ship goods.  I am a super compassionate person and would have preferred you just do a go-fund-me request other than to promise T-shirt's that after 15 months you are still not fulfilling. I work in the supply chain - I do know that this is just plain fraud what you have done" 

    "However, I do want to lodge this complaint that this business does not fulfill on its promise and indeed has taken in a lot of money, which were not donations"

  This is a blatant lie as we have fulfilled thousands of orders and continue to do so. And, to be clear, we never asked for donations or for orders to be placed. Folks did that out of the kindness of their hearts. And, we appreciated that and still do. We are continuing to fill orders. To accuse us of fraud is extremely slanderous and unwarranted.

   As we are wrapping up the whole merchandise end of things we are still asking for patience as there are a lot of moving and working pieces here. I will address your issues with the supplier. We will update you as soon as we hear back from supplier at their earliest convenience. If you have an order number then you are in the queue for delivery.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 20984641
  
  I am rejecting this response because my order from Nov 2022 has not been fulfilled.  14 months for some T-shirts is unacceptable. I supported this business and ordered these t-shirts as a way to support them. The business is not willing to refund and tried to make all of us supporters feel guilty after we supported them.  I am done, but I do want to lodge this complaint. This company may make fine beer - but they fail miserably in retail - do not buy t-shirts, hoodies or other goods unless you're willing to wait years for your order.  Final response.

  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:11/29/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a t-shirt for my husband from this brewery on 11/23/22. Based on communication from the business (January 24, 2023), they were searching for a company to handle this large merchandise order and a resolution would be coming in the future. On 8/10/2023, another email stated that payment had been made to a merchandiser, and that orders would be fulfilled and shipped out beginning in September. Ive been extremely patient, and have not contacted this business until 10/27/23. I contacted the point person directed on the emails, ****, without so much as any response. I attempted emails again on 11/1 and 11/26/2023 and even messages through their ******** page to gain clarity about my outstanding order. All without any responses. I would like first, and foremost, a response from this business and a refund for my time wasted on a gift for my husband that is more than a year late.

  Business Response

  Date: 01/17/2024

  Under the terms and conditions when purchasing, it is very clearly stated that there are no refunds. A refund will not be issued. It is incumbent upon the consumer to read all terms and conditions prior to making any purchases online. We are happy to look into the status of your order.  We will address your issues with the supplier. We'll update you as soon as we hear back from supplier at their earliest convenience. Thank you.

  Customer Answer

  Date: 01/19/2024

   
  Better Business Bureau:
  
  Despite purchasing this single t-shirt in November 2022 to support a small business amid an extraordinary tragedy, I have been persistently patient regarding the status of this order, or lack there of. Prior communication sent to all outstanding orders clearly stated shipping would begin in August and September 2023. After MULTIPLE attempts, on different platforms, to reach out to this uninterested business beginning in October 2023 without so much as ANY RESPONSE from the apathetic business owners and operators, this is my only recourse and Im grateful for your assistance.

  Im appalled at their cold response stating no refunds clearly stated when this has been an extraordinary long shipping time, and unnecessarily drawn out process, that I have remained patient for 99% of until ******* (whom I was directed to reach out to with questions and concerns) refused to answer any communication. It is my belief that this business has handled this situation in an unethical manner, and their rating should be reflected as so. Thank you! 

  Sincerely,
  *************************

• Initial Complaint

  Date:11/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November, 2022 (over a year ago) I placed an order with this business for two t-shirts and two hats that were intended as Christmas presents last year. I've never received the items and my numerous emails asking for updates or refunds have been ignored.Several times recently recently I requested an update and a tracking number and those requests have been ignored as well. I want to receive either my merchandise that I originally ordered or a full refund.I have attached screenshots of my original order confirmation, and will forward my unanswered emails upon request.

  Business Response

  Date: 11/29/2023

  Atrevida has been and remains as transparent as possible. As we receive updates from our merchant, we update everyone. There are several departments within the merchandise fulfillment orders that we have to go through which can slow down the process dependent on where we are in the queue. Orders have already started going out and continue to do so. All who have purchased merch have been advised of this from the get-go via email blast, social media posts, video posts, etc. 
  
  There will be no refunded issued. It is incumbent on the purchaser to read the terms and conditions of purchasing items on our website. "No refunds" has existed in our terms and conditions since the opening of our online store.  
  
  

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on November 26, 2022 for two items on the website of this business. I have emailed them several times over the past 12 months and received 1 reply, and no merchandise. In the reply it was clear there would be no refund. Obviously I am not the only person who has had this happen. The business in question is scamming people out if their money.

  Business Response

  Date: 11/29/2023

  Atrevida has been and remains as transparent as possible. As we receive updates from our merchant, we update everyone. There are several departments within the merchandise fulfillment orders that we have to go through which can slow down the process dependent on where we are in the queue. Orders have already started going out and continue to do so. All who have purchased merch have been advised of this from the get-go via email blast, social media posts, video posts, etc. 
  
  There will be no refunded issued. It is incumbent on the purchaser to read the terms and conditions of purchasing items on our website. "No refunds" has existed in our terms and conditions since the opening of our online store.  

  If the customer feels as though our company is scamming them, I encourage them to submit a charge back with their credit card company, which was also stated in the updates. 

• Initial Complaint

  Date:11/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 t-shirts from Atrevida in early December 2022 and have not yet received them. Atrevida has not responded to multiple email requests for an update. The most recent message sent by the company was in August 2023 saying they'd be shipping product soon. I still have no idea if or when they'll fulfill the order.

  Business Response

  Date: 11/29/2023

  Atrevida has been and remains as transparent as possible. As we receive updates from our merchant, we update everyone. There are several departments within the merchandise fulfillment orders that we have to go through which can slow down the process dependent on where we are in the queue. Orders have already started going out and continue to do so. All who have purchased merch have been advised of this from the get-go via email blast, social media posts, video posts, etc. If the customer has an order number and has been charged, they are in the queue.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20920926
  
  I am rejecting this response because Atrevida had not responded to any of the direct inquiries made regarding the status of my order.  The last message received from the company was in August.  In their response to the complaint, Atrevida says they have posted updates on social media but their ******** page includes no recent updates by them regarding the status of orders.   Various customers have osted they have received thir merchandise, but many others say they're still waiting.

  It shouldn't be this hard to send a notice of when my merchandise will be sent.

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/23/22 I purchased 3 t-shirts fron Atrevida. I NEVER received the t-shirts I have asked for a refund multiple times with no response. I sporadically received mass emails saying they were sorry & would be sending everyone their merchandise. THAT NEVER HAPPENED. The last email was in August 2023 saying "merch would ship in September " I have asked when my shirts shipped..no answer. I want my money $50.40 refunded. It is too late for my bank to dispute the funds. Thank you for your assistance.

  Business Response

  Date: 11/29/2023

  Atrevida has been and remains as transparent as possible. As we receive updates from our merchant, we update everyone. There are several departments within the merchandise fulfillment orders that we have to go through which can slow down the process dependent on where we are in the queue. Orders have already started going out and continue to do so. All who have purchased merch have been advised of this from the get-go via email blast, social media posts, video posts, etc. 

  There will be no refunded issued. It is incumbent on the purchaser to read the terms and conditions of purchasing items on our website. "No refunds" has existed in our terms and conditions since the opening of our online store.  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20915866
  
  I am rejecting this response because:

  I want a refund fiemr merchandise I NEVER received.   I am on their social media so updates posted ther are irrelevant.   The last update I received was Aug/Sept stating Merch was shipping IN SEPTEMBER.   IT IS OVER A YEAR since I placed my order which has not been sent.  They are scamming people with their latest "promise" of delivery merchandise.  I have emailed them 6 to 10 times WITH NO RESPONSE.  I WANT MY MONEY BACK FOR MERCHANDISE THAT WAS NEVER SENT.  I DO NOT CARE WHAT THEIR WEBSITE SAYS.  MONEY TAKEN FOR NO MERCHANDISE IS FRAUD.  I WILL BE HAPPY TO ALERT THE ATTORNEY GENERAL IN ******** TO THIS FRAUD PERPETUATED ON 100S OF WELL MEANING SUPPORTIVE PEOPLE.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order back on Nov 23, 2022. I was hoping to gift the merch I ordered for Christmas while supporting the business due to the trauma employees had experienced. It is now a year later and I have still not received the merchandise I paid for. I received an email in August saying that orders placed in 2022 would be shipped in October. No updates since then and no response to my emails. At this point I don't even feel good gifting this to anyone. I understand the circumstances, but if you can't fill the orders, you shouldn't keep the money. I run a bar in SF and there is no excuse making customers wait over a year to send out a merch order while keeping their money.

  Business Response

  Date: 11/22/2023

  We are not in the business of clothing retail. We're in the business of beer first. This was a learning curve for us with all that is involved logistically with a fulfillment order of this scale. There are many departments working together between three different businesses to get these orders fulfilled. We don't expect the average person to understand this.However, we have asked for patience as we navigate during this horrific time. 

  We have been as diligent and as transparent as possible throughout this process. We have posted updates on our social media platforms.We've made videos informing folks where we are in the process. We have left a voicemail message for anyone who calls the brewery directly indicating the same. We have email blasted every single person that placed an order keeping them informed of the progress as well. A refund will not be issued. It is incumbent on the consumer to read all terms and conditions prior to making any purchases online where it is very clearly stated even prior to Club Q incident that no refunds are given. 

   

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20904299
  
  I am rejecting this response from this "business". Your response sums up your business. No one thought you were a clothing company. Folks outside of ******** wanted to support your business financially during a tough time. Per my initial message, I'm a Bar Manager in ************* so I DO understand what is involved when selling merch. Our establishment sells shirts, hats, stickers, glassware and hoodies. As a rule I do not take and keep customer's money if I'm unable to fulfill the order. Keeping money for a year is obscene.  There are no terms or conditions listed that detail an indefinite delivery time frame. I have not received an email update since August. At this point this is theft.  I think you are finding out that many customers who set out to support your business feel the same way. Basics of a sale are,  the customer makes a payment and the seller provides the merchandise in a reasonable time frame. A year + is anything but reasonable for US delivery.  Anything outside of those guidelines is fraud. 
  
  Sincerely,
  
  *********************