I checked in on Untappd a few weeks ago to Samuel Adams Harvest Pumpkin Ale. I was disappointed in the taste and spoke of it being “…Sour. Astringent. Warm. Disappointing.” It also went flat pretty quickly, so I tried to update my Untappd check-in with this information. Seeing that I couldn’t, I took to Twitter and posted an update on my experience. Sam Adams replied, leading me to a consumer complaint page (stay with me – I have a point).
I filled out the complaint page with my opinion of the beer (it seemed like they were in a hurry to get it to the market) and replied to Sam Adams that I had logged the incident. “No worries,” I thought. I was just letting them know, you know?
I got an e-mail the following day from some outsourced customer service company saying
I see from the details that you provided that we do not need any addition information to proceed with our tracking and investigation of your issue. I appreciate the cooperation and effort to provide the facts that we need and I have moved forward with a refund for the Samuel Adams HarvestPumpkin Ale that you purchased.
We are a small company, so please allow 2-3 weeks for a refund check to arrive…
I was taken aback at what I’d read – the company was going to simply reimburse me for a beer. One beer from a 12-pack seasonal collection. Also, they were not answering my question; I wrote back:
I understand that things like this happen. I wasn’t expecting a refund though. I’d like to know what the brewmasters think about what I said, and whether they agree that the beer wasn’t supposed to taste that way. Is this a quality control issue or was the beer intended to be just what it was?
As a true believer in American Craft Beer and a connoisseur, I just want to know what happened. Refunding my money isn’t, in my opinion, a solution.Thanks,Ben RehbergBen on Beer