BroCrates USAReviews of brocrates.com

Response from BroCrates USAJul 6, 2026

Hi Suzanne, we're very sorry to hear about your experience and understand how disappointing this must have been, especially since the gift was for your husband's 50th birthday. We sincerely apologize that the order arrived later than expected and that the condition and presentation of the gift did not meet your expectations. We also regret that the damaged bottle and the overall appearance of the package detracted from such an important occasion. We understand your concerns regarding the beer selection and presentation. While substitutions may occasionally be necessary based on product availability, our goal is always to provide a gift of comparable value and quality. We're sorry that the final product did not reflect the experience you were expecting. We also regret that the resolution provided by our customer service team did not leave you feeling supported. Your feedback regarding the delivery, packaging, product quality, and customer service has been shared with our team for further review as we continue working to improve our products and overall customer experience. Thank you for taking the time to share your feedback.

Response from BroCrates USAMay 29, 2026

Hi Todd, we’re sorry to hear about your experience and understand your disappointment regarding both the product selection and condition upon arrival. We sincerely apologize that the beer assortment did not meet your expectations, especially if you were expecting a stronger focus on craft beers or IPAs. While substitutions may occasionally be necessary due to inventory availability, regional restrictions, or supplier limitations, our goal is always to provide an assortment that delivers value and a positive gifting experience. We’re also very sorry to hear that the wooden crate arrived damaged. Packaging arriving in poor condition can certainly affect the overall experience, and we understand your frustration, particularly when the presentation was an important part of the gift. Your feedback regarding product selection, substitutions, packaging quality, and customer service has been shared internally for further review as we continue working to improve our products and customer experience. Thank you for taking the time to share your honest feedback.

Response from BroCrates USAMay 28, 2026

Hi Kristen, we’re truly sorry to hear about your experience and understand your frustration regarding both the delayed delivery and the product received. We sincerely apologize that your order arrived later than expected and that the upgraded bottle selection did not match what you anticipated. We understand how disappointing it can be when a gift does not arrive as planned, especially when additional upgrades were selected to make it more personal. While substitutions may occasionally be necessary due to inventory availability, regional restrictions, or supplier limitations, our goal is always to provide replacements of comparable quality and value. We understand your concern that this experience did not meet those expectations. We’re also sorry that our customer service interactions left you feeling unsupported or impersonal. We know that clear and helpful communication matters, especially when concerns arise, and your feedback regarding both communication and transparency has been shared with our customer service and fulfillment teams for review. Thank you for taking the time to share your experience and feedback.

Response from BroCrates USAApr 21, 2026

Thank you for taking the time to share your detailed feedback. We’re truly sorry to hear how disappointing this experience was, especially given that this was meant to celebrate such an important occasion. We understand your concerns regarding the delivery timeframe, product selection, and missing items. To clarify, the delivery option selected at checkout reflects estimated transit times and is not a guaranteed delivery service, which means delays can occasionally occur depending on the courier. Regarding the contents of the basket, our website does outline a substitution policy. When specific items—such as particular beers, specialty add-ons like Smithwick’s, or packaging elements like the mini barrel—are unavailable at the time of fulfillment, they may be replaced with items of equal or greater value to avoid further delays. This can also result in changes to the assortment and presentation. That said, we understand that the substitutions and overall presentation did not meet your expectations, and we sincerely regret the disappointment this caused—especially for such a meaningful gift. We also apologize for your experience with our customer service, as this is not the level of support we aim to provide.

Response from BroCrates USAApr 20, 2026

Thank you for taking the time to share your experience. We’re very sorry to hear how disappointed you were with both the product and the service you received. We’d like to clarify that, as noted on our website, we do have a substitution policy in place. If certain items or packaging components are unavailable at the time of fulfillment, they may be replaced with alternatives of equal or greater value to avoid delays in shipping. This can sometimes include changes to packaging, containers, or included items. That said, we understand that the presentation and overall quality did not meet your expectations, especially since you intended this as a gift. We also regret any frustration you experienced when reaching out to our support team, as this is not the level of service we aim to provide. Your feedback regarding the packaging, card quality, and overall presentation has been noted and will be shared with our team for review.

Response from BroCrates USAMar 20, 2026

Thank you for your candid feedback. Please accept our sincerest apologies for the disappointment caused by your St. Patrick’s Day crate. It is clear that we failed to meet our own standards for quality and curation in this instance. Using "Great Value" products and substituting themed items with generic alternatives is not the premium experience we aim to provide. We are deeply sorry that the presentation and selection were so poor that you felt the need to rebuild the gift yourself. We are already reviewing this specific order with our fulfillment team to ensure our snack and beer selections strictly adhere to the quality and themes our customers expect. We truly value your business and are committed to using your feedback to do better. Thank you for holding us to a higher standard.

Response from BroCrates USAMar 16, 2026

Thank you for your feedback. We sincerely apologize for your disappointment regarding the Double Dozen Beer Crate. Regarding the selection of brands, please note that per our substitution policy, items of equal or greater value may be used based on availability. We also want to clarify that due to the perishable and consumable nature of our products, our company policy maintains that all sales are final and we are unable to accept returns. We regret that the presentation of the crate and the condition of the cans did not meet your expectations on this occasion. We have shared your comments with our fulfillment team to ensure our packaging and quality control remain at the highest standards.

Response from BroCrates USAFeb 23, 2026

We are incredibly sorry to hear that your Valentine's Day experience was impacted by the condition of your delivery. This is certainly not the standard of service we strive to provide. Regarding the items received, our Terms and Conditions state that we reserve the right to substitute items of equal or greater value based on inventory availability to ensure timely delivery; however, we sincerely apologize that these specific swaps did not meet your expectations. Furthermore, we take reports of damaged goods and food safety very seriously. If a jar was compromised during transit and impacted the rest of your order, we want to resolve this immediately. Please contact our CSR department with your order number and photos of the damaged items and the packaging. We will prioritize your case to reach a fair resolution regarding the damaged and inedible components of your gift.