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| - Short story: I reserved a keg, tap, and tub at BevMo. When I arrived to pick them up, no tap.
Long story: I was on a conference committee and was in charge of bringing beer for our social hour the first night. I reserved a keg, tap and a tub for the keg one week prior to the event (see first phone call of 9 minutes). It was my first time reserving a keg and I wanted to make sure that I understood everything that I would need to have. They were very nice and helpful and at the end of the call I reserved these three things that I would need to have for our event. On the night before our event, I made a quick phone call to ask if it mattered what time I picked up the tub, keg and tap that I had reserved for the next day. They said that anytime was fine.
The next day (see my third call) I called because, due to a last-minute trip to the vet for my dog, I was going to have to pick up my keg, tap and tub and go straight to my conference. I wanted to make sure that they would be ready to go so that I could get out of there quickly. The female store manager I spoke to asked me to hold while she went and checked that my keg was ready. She came back on the line saying that she wasn't sure where it was and confirmed what kind of beer it was with me again. What?! She placed me on hold again and then came back and said that she had seen my written reservation and had finally found my keg of Fat Tire, but it did not have a tag on it. Whew! Crisis averted.
I confirmed with her that they had a tub and tap to go with it and she said yes, they would be available when I came in and she had retagged the keg.
An hour later when I arrived at the store there was a new store manager, as the other one had gone home, and I let him know I was there to pick up my keg and tap and he said, "Oh, we don't have any taps available, we're all out." What?! I told him that I had just spoken with one of their employees one hour ago and she told me they had my three items ready for me and tagged. He told me he was sorry but people were not returning their taps from Halloween and they did not have any left. Since I was certain she had one for me per our phone conversation, I asked him to please go look because I JUST spoke to her and she said she had one for me.
Well, he was unable to find one and I was in a complete panic because now I had almost no time to find one and get to the social hour with the beer. He was able to call and find a tap at a BevMo in the opposite direction of where my conference was and I had to drive there in rush-hour traffic and then turn around and drive to my conference. It was extremely stressful and I have learned a lesson not to trust BevMo if you need the beer.
Perhaps most annoying was their failure to take responsibility. Both he, and when I returned the tap, another employee tried to tell me that it wasn't their fault, it was the fault of all the customers who had not returned their taps from Halloween two nights prior. I'm sorry, but at no time did you mention that you were promising me a tap that you did not have, or that not having one was a possibility, or I might need to have a backup plan.
You said that you would have a tap for me and you did not have a tap for me.
It is your job to understand your customers' habits and needs - it's called supply chain management and you failed. Plus you failed at good customer service.
Most importantly, you don't promise to have a tap that you don't have. You could say it's first come, first served and make that very clear. Had someone told me that I might not be able to get a tap at the last minute, I would have picked up a tap earlier in the week, whatever I needed to do to not have the experience I had scrambling and driving all over to find a tap for 100 people at the last minute.
When I realized that I was going to have to drive in the wrong direction and miss some of my conference opening, I told the manager "Well, you're at least going to give me a great deal on this beer then, right?" He looked at me like I was crazy and said "No, I can't do that."
While I waited for him to get the keg, I called my husband and was very upset about what had happened. I think another employee may have overheard me and spoke to the manager, because he ended up giving me a 5% discount when he rang me up. So apparently he could do something and was choosing not to earlier, and five dollars for all that stress? I'll pass.
I stressed all the way to the other store because I was afraid they would again give my tap to somebody else since I had spoken with someone at the other store only an hour before and they had promised me they had my tap saved for me as well. The manager at the new store was very nice and they did have my tap and I managed to get to the conference too late to help with some of the early tasks, but in time for the social hour for our attendees. No thanks to BevMo. Poor supply chain management and terrible customer service.
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