Brewuk Reviews 

Excellent service at best price. No problems. Delivered quickly

Really poor service with repeatedly broken promises. I had to ring several times to get missing item from my £1100 order and was repeatedly promised that they would deliver, only to find that they did not. I have wasted £65 worth of fresh ingredients because I trusted their promises. Weeks later I'm still waiting and there is no communication from Brewuk at all unless you chase them doggedly.
Never again, avoid at all cost and go to the Malt Miller who have great service.

Great advice, good beers, and a fast service - what more could you want? Just received the latest 2 kits - Slowly working through the good selection of American IPA kits they have. Thoroughly recommend brewuk.

BrewUk used to be a really good Brew shop and my regular for shopping. Offering great products and prices all backed up by excellent customer service.
No idea what's happened.
I think Greg is now just into brewing since Dark Revolution seems to be taking off. The reality here is that the shop comes a distant second.
Stock is listed as 'due in' on certain dates and never arrives. I understand things are out of their control but come on, over 2 months after payment and no updates without me having to constantly chase information on my order - and then the points I should have picked up due to the extra cost that I paid (price matched - difference given back in points) are still not added.
I wont be rushing back until the service either change or they get a grip.
Sorry, my advice is to go over to Maltmiller. They offer top class service, prices and will answer the phone if advice is needed.

I ordered 3 kits of my favourite Razorback IPA from Brewuk. 2 came without yeast, priming sugar or hopps. When I contacted them, they immediately sent me what I needed from their own inventory rather than chase the manufacturer. This kind of service is rare these days. Will definitely buy from them again.

Poor service, had to cancel order and then chase refund. Will not be using again, much better options available.

Just under 3 years ago I bought a Grainfather Conical fermenter. Last week it developed a temperature probe error and was cycling between 14 and 35 degrees C. A quick email to Emma in customer services and within 4 days or so I had a replacement package from the manufacturer. Emma was helpful throughout and kept me up to speed with the manufacturers thoughts on the subject and a new sensor and display are now sitting nicely on the fermenter. Thanks Emma *

I was initially worried about getting my order reading all the negative reviews. I think a lot of them are related to lockdown issues.

I ordered the brewferm mini keg starter kit. Received within 2 days on free delivery from parcelforce and that was to Northern Ireland.

Pleased with the price and service and will use again.

Terrible customer experience

In August 2020 I bought some brew equipment. I got an order confirmation but after that did not hear form them for a month. After I contacted them by chat, they informed me that they first could not find the parts in their warehouse.

Then, they informed me the parts were found but they needed to check for completeness of parts. I needed to do my wine and had already organized the grapes, so I needed the equipment on time. I agreed with Dan from their customer service to have whatever was already available immediately and the remaining latter on.

This was done and I got the first part of my order and agreed the rest would be delivered in a couple of weeks. After those weeks, I contacted them again and was informed they did not have the parts I ordered (note that it was available on their website, I got an order confirmation and Dan confirmed they found those parts in their warehouse and were just checking for completeness).

They suggested me they would order the now missing part from the supplier in the USA or another distributor in Europe. Days go by and no answer on the status of this. My only point was that I needed the parts to finalize my wine production in 1-1,5 months time. They justified the problem as being a stock miscount.

But then, I called to check the status of the "order with the USA or other supplier", for my astonishment they said it was not possible and that Dan had misspromissed. They were very unprofessional, and personal by blaming all the mistakes and issues I had on Dan. I was informed Dan had been fired and that they will cancel my remaining order and give me a refund. I said I did not want a refund as the part was not available anywhere else in Europe, I wanted them to deliver or help me purchase it from the manufacturer in the USA. They refused. Their contact person was many times not available (on external training even though we had Covid-19 lockdowns), or just did not show up, or sick... everytime I called the contact person had another excuse.

After weeks of back and forth, my wine was already ready as I found a way around without the missing part. I now just wanted to have the part delivered to have the brew equipment complete (this missing part was essential, without it I would not have ordered the equipment at all). Instead of helping me getting the part delivered (by this time, I did not care at which price, I just wanted the equipment complete - and delivery could take as long as it takes as my wine as done already).

Instead of support, they just cancelled my order, refunded me the money and stopped answering my calls and emails: "you got your money back" that is it.

Meanwhile I had contacted the manufacturer in USA who told me they do not deliver to Europe. After I complained about BrewUk and forwarded the communication to them, the manufacturer agreed to send me the missing parts. It all worked well. It costed much more that originally ordered. It was an organization nightmare.

Above all, what disturbed me most was their staff blaming their former colleges and then just cancelling my order without agreeing with me before doing so. I was left in the rain to organize the supply all by myself with the good will of the manufacturer.

Never again. I advise all to keep away of this company and this unprofessional staff.

I bought some yeast that was off despite being stored as per instructions. Several emails and left messages produced no response. I finally spoke to somebody who said i should write again and Greg would decide. Nothing has happened. I have used Brewuk for over 5 years for yeast and other supplies and they have been good up to now but their customer service is now longer acceptable. I will go elsewhere in future.

they sent me their leftovers. One of the yeasts was expired and another one was about to expire in a week. I asked them to replace these. Greg asked me to send a photo as an evidence of my claim. I was shocked that they want evidence for a £2 product. After many emails he refused to send another item as one of them has a week of expiry date. These products have long expiry date and when these are about to expire it means that they yeast wont activate/work. Worst customer service for such a cheap product.

As with a lot of other reviews I ordered an item (not cheap) which was later listed as out of stock. I received no notification ans was left hanging for a considerable period. Contacted by email - no response. Contacted by phone - told someone would contact me - nope. Phoned again and was told by customer service guy he would chase the supplier and let me know - nothing heard. Called again and after being told he couldn't give me any information I asked for a refund which was agreed - no refund received. Called again some time later chasing the refund - nothing happened. I've finally had to take out a dispute with my credit card company to try and get my money back.
This scenario has been experienced by quite a few customers it seems. I would certainly never recommend this company to anyone nor is this situation impacted by covid.

An order of 25kg crushed pale malt went astray and arrived 3 days late. It was damaged with grain spilled and potentially contaminated
I messaged them and they have replaced it without question
Now that is great service

Placed an order yesterday pm - ll delivered today am - great service yet again

Wish I had read the preceding reviews before ordering from Brew UK.

I am having the same issues as quite a lot of other people. Ordered several small items and since the order confirmation I have heard nothing. I used this Company a couple of years ago and everything went OK then. This time after no shipping information I have emailed them 3 times and have yet to receive any reply. The website now says the main order item is out of stock so it seems possible it wasn't in stock when I ordered, if this is the case I'd just like to know.

I am now thinking about just asking for a refund regardless although that doesn't sound as though it'll be straightforward either.

Avoid buying from Brew UK.

*EDIT*
Managed to get through on the phone today. Really helpful customer service and sorted the refund immediately.

Ordered over a month ago and still not received goods. Understand a difficult time, but unable to get any reply from emails or on the phone. Emailed and asked for a refund and still no reply. Would not deal with this company again due to the terrible customer service. Shouldn’t have to take things further to get a refund.

Ordered a starter kit and although it arrived within a few days, it wasn't exactly what I ordered and one of the essential items was missing. When I tried to query them by email there was no response. When I tried to call them on several occasions there was no answer and not able to leave a message. Disappointing. I fully understand the current circumstances however they seem to be keen to accept your order but do not provide the follow up Customer Services. I will certainly not be buying from them again.

I hadn’t placed an order with this company for a number of years, and in the past they provided a very good service. My recent order took a few weeks to arrive, ok I fully understand the current situation and it would seem they are overwhelmed.....many other companies are as well and cope extremely well. Those of you lucky enough to not have a problem with your order, great, BUT if there is a problem with the order watch out! They don’t communicate with their customers despite several emails being sent (auto reply received), they don’t answer the phone fully indicating that customer service does not exist, so I will never use them again. There are many other brewing suppliers out there so I highly recommend NOT using Brew UK.

I'd firstly like to say that my experience with BrewUK started last year and early this year, before Covid19 starting causing distruption, so that's not relevant.

The first few times I used BrewUK they were excellent, but as a lot of other people have pointed out, when things go wrong customer service seems to be poor to non-existent.

I spent a lot of money with them buying a full Grainfather setup with 2x fermenters and a glycol chiller, and all arrived fine.

However, some of additional parts I've since ordered were the wrong size (as confirmed by BrewUK...they'd be sent the wrong ones) and I also ended up with a puddle under my glycol chiller.

I initially got a reply from Dan at customer service, but the gap between replies seemed to get longer and longer, and now I've sent several emails, even sending fresh emails via their contact form on the website, but never receive replies any more. I get a confirmation that the email has been received by their ticketing software, but that's it.

The original order was back in January, and I've never received the correctly sized Oetiker clamps. I've now decided to give up and just NEVER buy from BrewUK again.

I'm about to splash out on upscaling my current setup, but this order will go to another company now.

It's a real shame, as speed of delivery for the initial order was fantastic. I really hope they sort their customer service out.

Delivery was good, but unfortunateIy follow up customer service is awful. I made an order in April and received it a couple of weeks later. Given the circumstances I was happy with this service. Unfortunately there was a fault with one of the items and I have been trying in vain for 3 weeks to contact them (email, phone, website) with no response. Given that this was an expensive piece of kit I am very disappointed with their lack of customer service and regret buying from them.

Edit: Updating to 3* as when they finally responded they dealt with it efficiently.