Hello Cookie Monster,
Thank you for leaving feedback on your experience.
Upon reviewing our records, we found that multiple orders under different sets of contact information were being used to abuse the newsletter subscriber discount code that we offer to new customers. It was previously discovered by another on our order fulfillment team, and they reached out to you directly to please cease the abuse of the code. You then directly ignored them and placed your last order with the code anyway.
Prior to this final order, you had 7 previous orders that arrived to you quickly and accurately. You are correct that a mistake was made on this order, and you received a can you did not order. This can was from the same producer and similar in style to the ordered item, and was a simple misreading during fulfillment.
Our policy for rectifying these mistakes is to return the merchandise back to the store, and issue credits on the product only. We do not execute any international shipping because the risks, costs, and compliance associated with shipping alcohol across borders are too great. Therefore, by forwarding your order out of the country, you did so at your own risk and voided our ability to make corrections or replacements. Fulfillment mistakes happen rarely, but they do happen in all shipping and logistics from small businesses to major corporations.
Since the product you received was a lesser value than the product you ordered, that was credited back to you, with the additional 20% offered originally. We think that was more than fair, considering how much the abuse of the coupon code cost us.
After identifying your numerous email accounts from which you were abusing our coupon, we discovered the various social media pages you were and still are using to sell beers to others. Not only is it illegal in many jurisdictions to resell alcoholic beverages, but we were appalled to see that some of the beers for sale were the same as what you had previously ordered from us. Cherry picking rare and limited beers with the intention of reselling them for profit is not a practice that HWC will support and we expect that similar beer stores would feel the same way.
After the experiences described above, we have no interest in doing further business with you.
