We're going to somewhat veer off the usual theme here to simply acknowledge a couple of companies that really went out of their way to make sure that a customer—that would be yours truly—was satisfied.
To make a long story short, we bought on two different occasions a Brouwerij Van Steenberge Belgian Sampler 6-pack from a local liquor store. In both cases the Gulden Draak included in the sampler was completely flat. They were from the same batch. Since we had consumed all the other beers in the sampler, we didn't think it was reasonable to return it to the store where we purchased it. Instead we tried contacting the local sales rep for the brand's importer, Bravo Beer Co. We got no response, so we thought we should at least let Brouwerij Van Steenberge know about the quality control issue.
We heard back from the brewery almost immediately. They apologized and graciously offered to send us replacement bottles and glasses. We said, "sure!" not knowing the bureaucracy we would face clearing it through Canadian customs. Suffice it to say that the beer remains in customs' hands and will ultimately be destroyed by them, because the price for clearing it would have been close to $90. What a waste.
We then tried contacting Bravo (who, BTW, import a great selection of Belgian and UK beers) again, but this time we sent our email to the main office and heard back immediately. And, like Brouwerij Van Steenberge, they were very apologetic about the whole situation and very much wanted to make good. They offered to reimburse us for the cost of the two 6-packs and also send us some Brouwerij Van Steenberge glasses. Sure enough, a week later it all showed up.
So, we just want to acknowledge both Bravo and Brouwerij Van Steenberge. We encourage you to support both. The craft beer industry is mostly a tight-knit one full of good folk, but it's still heartening to have both of these companies really make an effort to please their customers. Thanks again!