I ordered a beer flight gift set for a friend's birthday. BroCrates delivered an entirely different item - 4 cheap/ugly large beer mugs and a cutting board. When I reached out with my disappointment, customer service did nothing but hide behind their "substitution policy", which apparently means they can disregard what you actually order. The gift/shipping was expensive. BUYER BEWARE.
Response from BroCrates USAOct 28, 2025
We’re truly sorry to hear about your experience and that the gift you received wasn’t what you expected. We completely understand how disappointing that must have been.
At BroCrates, we do our best to fulfill every order exactly as shown. However, in cases where an item is unavailable, we may substitute with a product of equal or greater value to avoid delays and ensure your gift still arrives on time. That said, we recognize how important it is to receive exactly what was ordered, and we sincerely apologize that this wasn’t properly communicated to you.
Your feedback is extremely valuable, and we’ll be reviewing our process to make sure we handle substitutions and communications better in the future.
CJ
Craig J.
Poor goods, fake advertising, fraudulent company
Unfortunately I looked at the reviews on their website instead of using trust pilot! I ordered a hamper, in all fairness it arrived on time. What arrived was cheap tat and nothing like as ordered, no product was even similar and the packaging was different. I had actually viewed the products in a different site prior to purchase and dismissed them as low quality (and half the price). They 'customer service' was prompt but useless and full of standard replies about substitutions being normal. I am pursuing them via my cc company for fraud. Avoid at all costs and ignore their fake platitudes below (I'm sure they will come)
Response from BroCrates USAOct 20, 2025
We’re truly sorry for the experience you had and for the disappointment caused. We understand how frustrating it must have been to receive a hamper that didn’t reflect what you expected or ordered. While substitutions can sometimes occur, they should never compromise quality or presentation, and we sincerely apologize that this was not your experience.
Your feedback is invaluable, and we’ll be using it to ensure we do better moving forward. We truly regret letting you down and appreciate you taking the time to share your thoughts.
TD
Tadi D.
Disappointing experience
When I came across Brocrates I was super excited to try it out however, it was a rather disappointing experience and I will not be ordering from here again. I ordered a custom crate because my partner is a fussy eater and there are things he simply will not eat. However what I ordered looked nothing like what he received. I reached out to customer service which was very unhelpful and downright rude. I was repeatedly point to your substitution policy despite reiterating that my case was not a swapping out for a “similar item” situation—you essentially changed the personality and taste profile of the basket. Further, this should be clearly communicated to the customers instead of making executive decisions on their behalf. For a custom gift basket, that’s not acceptable as I ordered a specific experience for my partner. He was very excited when he received the package but imagine the disappointment when he opened it to find items he doesn't even eat that he now has to give away or throw away! I am very disappointed and unfortunately will not be ordering from this place again.
Response from BroCrates USAOct 8, 2025
We sincerely apologize for the experience you had and the disappointment caused. We completely understand how frustrating it must have been to receive items different from what you selected, especially for such a personal gift. Your feedback regarding our substitution policy is truly valuable, and we’ll be reviewing our procedures to ensure better communication and transparency in the future. We truly appreciate you taking the time to share your thoughts — it helps us improve and provide a better experience for all our customers moving forward.
HF
Helena F.
Total Scam
If I could give a Zero I would. Left a review on their website and It was never published. WHICH IS WHY THEY HAVE NO 1 AND 2 STAR REVIEWS. They don't allow publishing of reviews lower then 3. Here is the review I left:
Terrible Customer Service
I was so excited to order a crate for my boss as a going away present. I placed my order on August 27th. It is now September 6th and my order has been "In Transit To The Next Facility" sine August 31st. It has not moved in 7 days. I first tried the e-mail option to contact Brocrates and was sent a message telling me it was on the way. The email that was sent to me called me by the wrong name and was clearly a form letter. The next day I tried the chat option and was given the exact same information. The next day I called and talked to someone who informed me I had to wait another 2-3 business days and they would see where it was at that time. So to recap my order has been sitting in the same place for a WEEK and all Brocrates is telling me is I have to wait! Wait for what??!! No apologies, no other options have been given to me. They have what I think is an excellent product at a reasonable price but could care less about the customer experience!!!!!
As an update it is now September 9th and my order is now in Puerto Rico!!!! Instead of Minnesota. Unbelievable!
Response from BroCrates USASep 9, 2025
We’re truly sorry for the experience you’ve had. We completely understand how frustrating it must be to wait so long for a gift that was meant for such an important occasion, and we regret that our communication left you feeling unheard and unsupported. This is far from the level of service we want to provide.
We also want to clarify that we do not filter reviews by rating—your feedback matters, whether positive or negative. If your earlier review wasn’t published, that’s something we’ll look into immediately to ensure transparency moving forward.
Shipping delays like the one you’ve experienced are incredibly disappointing, and while couriers can sometimes reroute packages incorrectly, we know that doesn’t excuse the lack of empathy in how we handled your concerns. We should have been clearer, more proactive, and more apologetic.
If there are any issues with your order once it’s received, please know you can always reach back out to us—we’ll do everything we can to make it right. Your feedback is invaluable, and we’ll use it to improve both our customer service and the way we communicate shipping expectations.
MR
Marjie R.
Scam company DO NOT USE!
Scam company DO NOT USE!! Ordered a beer crate for my son’s birthday it’s arrived after his birthday with half of the order missing. I ordered a ballon got no balloon. The rest of his order arrived a week late. I ordered an upgrade of Czech beer and they sent instead some cheap domestic beer. When I called to tell them how disappointed I was and I should get a partial refund for not sending the correct items and it arriving so late they basically told me too bad. Could’ve cared less. Stay away you don’t get what you pay for and it will arrive late
Response from BroCrates USASep 5, 2025
We are so incredibly sorry to hear about your experience. There is no excuse for the gift arriving late, having items missing, or for the way your concerns were handled when you called. We completely understand your frustration and sincerely apologize for ruining your son's birthday surprise.
We reviewed your order and saw that the balloon option was selected, but the specific balloon type was not chosen, which is why it was not included. We have updated our website to make this clearer for future orders. We also understand your frustration with the beer substitution. Our policy states that we may substitute products of equal or greater value if the original items are unavailable. We apologize that this substitution did not meet your expectations. We will try to do better.
RJ
Roksana J.
I am extremely disappointed with my…
I am extremely disappointed with my experience with BroCrates. I ordered a birthday crate specifically for delivery on September 2nd, expecting it to be a thoughtful surprise with a blown-up balloon delivered to the door. Instead, the package was simply dropped in a mail room in a plain box—no balloon, no presentation, nothing like what was advertised.
The website gives the impression that this is a personalized birthday delivery experience, but the reality is misleading. I ended up having to awkwardly message the recipient myself, which completely ruined the surprise. Even worse, if there was a balloon inside, it wasn’t inflated—which defeats the whole purpose.
For the price I paid, I expected a professional, celebratory delivery. What I got instead was a regular box delivery that I could have sent myself through the post office for a fraction of the cost. Very disappointing and not worth the money.
Response from BroCrates USASep 2, 2025
Hi Roksana, we're truly sorry to hear about your experience and understand how disappointing this must have been—especially for a special occasion like a birthday. While we aim to provide a thoughtful and celebratory delivery, some buildings have delivery restrictions that may prevent our drivers from delivering directly to the door.
If the balloon was missing or not inflated, please reach out to us directly—we’d be happy to look into it and make things right with a replacement or compensation. Your satisfaction is important to us, and we appreciate you bringing this to our attention
PM
priya M.
DO NOT BUY
Sent a gift and paid extra for a good bottle of whiskey.
Instead received a replacement of a random whiskey with no notice and no refunds given.
Beware and don’t bother paying extra for quality because it’s just a lucky pick.”
Response from BroCrates USAAug 1, 2025
Thanks for sharing your experience. We completely understand how frustrating it is to expect Ballantine’s and receive something else without any notice. Glendalough is a bit more premium on our end, but we know that’s not the issue—it’s about trust and getting exactly what you chose. We are very sorry that our substituted item didn't reach your expectations.
While we always try to inform customers about substitutions, the sheer volume of orders can sometimes make it tough. We really regret that we missed communicating with you this time.
We appreciate you bringing this to our attention, should you need further assistance, we would gladly take the chance to make this right.
JC
Jackson C.
Real product does NOT resemble description
Real product does NOT resemble description
The beer board is not a beer board. It is just a flat paddle. The four unique glasses are anything but different. I received 3 of the same pint glasses and 1 slightly shorter pint glass. The beers could have easily purchased from a grocery store.
