Distillers
The Distillery Network IncThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 84 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/13/2024
Type:Product IssuesStatus:UnresolvedMore 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 06/14/23 I placed an order for a 30 gallon Still Kit #****** and paid $729.00.
On 07/24/23 I was told my order was ready to ship and if I would like to add to the order now was the time. I added order #****** to my original order and paid an additional $250.00.
On 08/28/23 I asked if there was any update on shipping my order, and on 08/30/23 they asked "Received?"
On 09/10/23 I received a FedEx tracking number.
On 10/12/23 they told me 3-6 more weeks.
On 12/29/23 they said it would ship "next week".
On 01/30/24 they said it would ship tomorrow.
On 02/01/24 I received a *** tracking number.
On 02/12/24 I asked for a refund.
On 02/15/24 they agreed to refund me.
On 02/21/24 they sent the package anyway and said "if you truly don't want it decline receiving the package".
I declined the package when *** arrived and I received proof of return delivery on 02/27/24.
On 03/04/24 they said I would be refunded by Friday 03/08/24.
I have not heard from them since.
I have had to pester them with texts, emails, and messages on their website messenger dozens of times to ever get any response from them. I have remained strictly polite and professional in all of my dealings with them but I am absolutely at the end of my wits here. They have 979 of my dollars in their pockets and it's long overdue that they refund me as they said they would. I have saved every written communication I have had with them and can provide proof of all of this insanity, there's just too much for me to write down here.Business Response
Date: 03/15/2024
We usually don't offer refunds. We are doing this as a one time courtesy. I'm sorry it's not as fast as you would like. And once again. We would seriously prefer to ship the product. We shipped it once and you declined the shipmentWe will contact you this upcoming week with refund details.Business Response
Date: 03/15/2024
We usually don't offer refunds. We are doing this as a one time courtesy. I'm sorry it's not as fast as you would like. And once again. We would seriously prefer to ship the product. We shipped it once and you declined the shipmentWe will contact you this upcoming week with refund details.Customer Answer
Date: 03/15/2024
Complaint: ********
I do not accept the business's response as a resolution to my complaint because:It has been a month since I was told you would refund the money "in 1 to 2 weeks" and there's still no end in sight. When will the refund be processed?
Sincerely,
****** *******Business Response
Date: 03/27/2024
Hi sir, is there any way we can fulfill this order pleaseBusiness Response
Date: 03/27/2024
Hi sir, is there any way we can fulfill this order pleaseCustomer Answer
Date: 03/28/2024
Complaint: ********
I do not accept the business's response as a resolution to my complaint because:On 02/15/24 you said you would refund me.
On 03/04/24 you said the refund would be processed by Friday 03/08/24.
In this conversation on BBB on 03/15/23 you said you would refund me.
I would like my refund.
Sincerely,
****** *******Business Response
Date: 04/18/2024
We cannot refund the money due to refund policy please stop declining the product. Thank you!
Customer Answer
Date: 05/01/2024
Complaint: ********
I do not accept the business's response as a resolution to my complaint because: Your company told me, multiple times, through official channels of communication, that I would get a refund.
Sincerely,
****** *******Business Response
Date: 05/19/2024
You need to accept the product you paid for.Business Response
Date: 06/17/2024
We are ready to send the refund however, we do not have your card information. Please respond what the way to send it back.Business Response
Date: 06/19/2024
We are ready to send the refund. Sorry for the severe delayBusiness Response
Date: 06/19/2024
Sorry for the severe delay we are ready to send the refund. Do you have Venmo or Cashapp?Customer Answer
Date: 06/20/2024
Complaint: 21418021
I do not accept the business's response as a resolution to my complaint because:My bank has marked my dispute with you as resolved in my favor and they have deposited the full amount into my bank account. The fact that I had to fight this for 3 months (after waiting 8 months for a product) and eventually have my bank resolve it for me is absolutely absurd. It is so far beyond acceptable I don't have words to describe it.
Sincerely,
***************************Business Response
Date: 06/21/2024
We shipped you the product you declined it.Business Response
Date: 06/21/2024
We shipped you the product and you declined it.Business Response
Date: 06/23/2024
As per our policy the customer needs to accept the package and be dissatisfied and then request a refund. You sir declined the package 3 times when we tried shipping it. Any talk about a late order is because when you ordered we had a massive backlog. Now that we are caught up we even offered you a fully soldered unit not an EZ Kit like you ordered but you still declined. We are not in the business of building orders and then not fulfilling them. We tried our best to ship your order and help you with whatever you need. We're sorry to hear about the issue you've experienced. We appreciate your patience and understanding.
Customer Answer
Date: 06/24/2024
Complaint: 21418021
I do not accept the business's response as a resolution to my complaint because: After 8 months of missed ship dates, it became apparent that your business had no intention of filling the order. After being told, by you, multiple times, even in this complaint conversation, that I would receive a refund, you did an about face and did absolutely everything you could to NOT issue the refund you had agreed to.This complaint will remain unresolved, as you never resolved it. My bank had to retrieve my money for me.
Initial Complaint
Date:02/26/2024
Type:Product IssuesStatus: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 10 gallon flame flow moonshine still kit was purchased on August 7th, 2023 for $1,450 with a lead time of 8 weeks.
After numerous delays and long periods where contact couldn't be established, of which I do not have enough space to detail, I was told the product I ordered was being produced on November 22nd, 2023.
A full month later (December 22nd, 2023) American Copper Works offered me a standard 30 gallon still kit in place of the 10 gallon one I ordered, appearing to indicate they were never in fact working on the product I originally ordered. I accepted the substitute and the still was shipped on December 28th, 2023. That ship date was 20 weeks after the purchase, as opposed to the 8 week lead time I was originally told.
While the delay of the order was frustrating, had that been the end of my interaction with this company I would have been happy to move on and not do business with this company in the future. Unfortunately, upon the initial usage of the still I found that the thumper had a leak. I contacted Jon, the owner of American Copper Works, on January 29th, 2024 to inform him of the issue. He noted the still had a 3 month warranty, it could be used without the thumper, and informed me he would issue a return label for shipping the defective product back to him to be swapped for a new one. After that promise I did not hear back from him again and did not receive a response to messages on February 5th, 9th, or 24th.
My patience has been completely exhausted by rude, unprofessional behavior, a lack of communication, long delays, an alternative offering, and a faulty product that is not being addressed. I expect the company to provide a replacement for the warrantied, defective product or a full refund for the still kit.Business Response
Date: 02/29/2024
If you would like we can ship you what you ordered now that we are not backlogged. I offered you a BETTER option and greater value and I guess because of a pinhole in the thumper it ruins everything. I recommend you focus on distilling . We are still working on your replacement thumper . We have a lifetime warranty. RelaxBusiness Response
Date: 02/29/2024
If you would like we can ship you what you ordered now that we are not backlogged. I offered you a BETTER option and greater value and I guess because of a pinhole in the thumper it ruins everything. I recommend you focus on distilling . We are still working on your replacement thumper . We have a lifetime warranty. RelaxInitial Complaint
Date:02/05/2024
Type:Delivery IssuesStatus: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.
Placed Order,ms***** with website on November 19th, 2023. Received 2 separate packages on 2 different days in January. After inspecting packages, it was determined that parts were missing. Assembly instructions, union joints, hose connector, and possibly more. Contacted vendor several times over email and text. Was informed a 3rd package was shipped. No third package arrived. Contacted vendor several times via email and text about missing parts. Vendor has failed to answer anymore texts. Unable to dertermine what parts are missing in the fullest because the only way to determine this is to look at pictures and figure out what parts in the pictures I don't have.Business Response
Date: 02/06/2024
Hello miss, replacement parts will be shipped on Monday thank you for being patient.Business Response
Date: 02/06/2024
Hello miss, replacement parts will be shipped on Monday thank you for being patient.Customer Answer
Date: 02/23/2024
The business never shipped the missing parts and has stopped responding to me. Please reopen the case and further investigate.Business Response
Date: 03/01/2024
Hello miss, replacement parts is already shipped thank you for being patient.Business Response
Date: 03/01/2024
Hello miss, replacement parts is already shipped thank you for being patient.Business Response
Date: 03/01/2024
Hello miss, replacement parts is already shipped thank you for being patient.Customer Answer
Date: 03/10/2024
Complaint: 21247336
I do not accept the business's response as a resolution to my complaint because: they continue to lie about shipping the missing parts. We have not received the missing parts. I have initiated a charge back with my credit card company
Sincerely,
*******************************Business Response
Date: 03/12/2024
We feel as though the parts were already in the box. I'm sorry you cannot wait for the pieces that we have shipped twice now.Business Response
Date: 03/12/2024
We feel as though the parts were already in the box. I'm sorry you cannot wait for the pieces that we have shipped twice now.Customer Answer
Date: 03/12/2024
Complaint: 21247336
I do not accept the business's response as a resolution to my complaint because: The business owner has acknowledged that there were pieces missing. And keeps responding that the pieces were being shipped or will be shipped "on Friday." I have agreed to return what we have but he still needs to send shipping label. Keep in mind I ordered this NOVEMBER 19.
Sincerely,
*******************************Customer Answer
Date: 03/13/2024
American Copper Works has successfully settled the situation.
Initial Complaint
Date:12/27/2023
Type:Product IssuesStatus: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 ordered a product in July 2023. Have not received the product as of December 27th, 2023. I contacted BBB in October, after I received no call backs from the company regarding my order. They have yet to send my email and they are now making rude comments through texts when I request a refund.Business Response
Date: 12/29/2023
The product was already shipped to this personBusiness Response
Date: 12/29/2023
Hello sir your product is already shipped and on its way to you sorry for the delay.Initial Complaint
Date:12/18/2023
Type:Delivery IssuesStatus: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.
Placed order in March 2023 and the company has failed to complete the order. They don't respond to phone calls, text messages or emails. When they do provide information they NEVER follow through with stated delivery dates.Business Response
Date: 12/18/2023
Hi sir,
We shipped about 50 boxes with the wrong parts and we do have your name on our list to get the replacement parts out we just needed more time. We commit to getting them shipped out in the next two weeks. We are sorry for the severe delay.
Business Response
Date: 12/18/2023
We shipped about 50 boxes with the wrong parts and we do have your name on our list to get the replacement parts out we just needed more time. We commit to getting them shipped out in the next two weeks. We are sorry for the severe delayInitial Complaint
Date:12/15/2023
Type:Delivery IssuesStatus: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.
On 02/08/22 is when I purchased a still kit and paid in full in the amount of 429.00.
I contacted John on October 24, 2022 and I was told to be patient and it would not be much longer.
I finally received my kit after numerous text messages on August 25, 2023. I did not receive a complete kit and I was missing all the hardware, piping, temp. gauge, solder, and flux.
I reached back out to John to let him know this and he responded by please send me a list of what is missing. He then said he would mail it out to me, this was on October 18,2023. I waited a little bit longer and sent him seventeen text messages. John finally got back on December 2, 2023 and said he is sorry that he dropped the ball and will mail it out. He only got back to me because I mentioned I am going to file a complaint. I still have no parts yet.Business Response
Date: 12/18/2023
Hi Sir,
We shipped about 50 boxes with the wrong parts and we do have your name on our list to get the replacement parts out we just needed more time. We commit to getting them shipped out in the next two weeks. We are sorry for the severe delay.
Business Response
Date: 12/18/2023
We shipped about 50 boxes with the wrong parts and we do have your name on our list to get the replacement parts out we just needed more time. We commit to getting them shipped out in the next two weeks. We are sorry for the severe delayCustomer Answer
Date: 12/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:10/16/2023
Type:Product IssuesStatus: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 with this company on July 13th. I was charged $389.00.
On Aug 14 I received a text asking a question about my order. Since then, no answers or responses. I have messaged and called. No response. It's now October 14th, three months after they took my money. Now I would just request my money back or ship my order. Otherwise, this appears to be fraud and theft.Business Response
Date: 11/19/2023
Hi ****** your order will be shipped this upcoming week. Sorry for the severe delay.Initial Complaint
Date:10/11/2023
Type:Customer Service IssuesStatus: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 July 25th for an EZ Seal cap and 4 inch fruit port (order #******), and 2 gallon electric moonshine still (order #******) on July 21.
I've reached out to the seller multiple times via the Shopify App, email and phone with no response: Sept 24, Oct 2, Oct 4, Oct 9Initial Complaint
Date:10/10/2023
Type:Service or Repair IssuesStatus: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.
Yes I ordered it still back in April and I gave him $1,400 for the top of line 20 gallon still and they told me it was going to be 6 to 8 weeks so I didn't have a problem with that well that passed and I started calling and texting him and it was hard for anybody to even text me back let alone call me and I got from a broken arm to the business was down and we just got going again so it'll be shipped none of this ever happened and I would just like the product but if that can't happen then I want my money back you know I've been waiting like 7 months for this and I think that's ridiculous and he's got ads on there for Christmas saying order now for Christmas well I've been waiting 7 months how somebody going to get it and you know two and a half months it's never going to happen for him I don't know if this guy is a scammer or or what the deal is you know I see the stuff online he's advertising everywhere he can make it still in 2 hours so he says but I can't seem to get mine if you can help me that would be great I really appreciate it thank you much Mike HowardInitial Complaint
Date:08/01/2023
Type:Delivery IssuesStatus: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 with them on April 06, 2023. I was told the order would be filled in 4 to 6 weeks. It has been 5 months and I have repeatedly asked for a cancellation of this order and a refund. But my emails and phone calls have not been answered other than they are going to send the order. My request for a cancellation and a refund have been ignored. I just want my money back.Business Response
Date: 08/03/2023
Hi *****, your unit is set to ship this upcoming week, i understand you have been waiting for a while. I assure you that this one is set to ship shortly and has already been finished at this point. We are framiliar with your order and your request however our policy is that we must ship the product. We will respond back to you via email and here with bbb the updated tracking number once it has shipped.
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