Hopsy is flopsy

Hopsy sounded awesome, but doesn’t deliver.

I’d been considering trying them out for a long time, and finally decided to put in an order using a promo to get 4 growlers for just $20. I ended up having to wait because they were out of stock of things I wanted to try, and then I ended up having to wait because there were things I wanted to try, but they were split between the two locations. At last, there was enough in stock that I wanted, in one location!

I placed my order and selected a delivery date from their calendar of delivery dates. I got a receipt from Hopsy for my order and then settled in to wait a week for the growlers to arrive.

The idea of being able to get craft brewery beer and cider on order sure sounds great. They offer both growlers and torps. Torps are large canisters that fit into a Krups HomeTap, which Heineken is offering in Europe as the Sub, a counter-top device which keeps cold draft beer ready to drink at home. Hopsy seems to be the only place in the US that offers the Sub device and the torps.

I got an email from GSO (“Priority. Ground. Freight.”), which was Hopsy’s carrier of choice, that they’d got a shipment they’d be bringing to me on the selected date, with tracking information. So far, so good. But, when the day of delivery rolled around, and nothing showed up. Turns out the carrier didn’t even try to deliver. They logged the package with “NO DEL ATTEMPT – Ran out of time” and gave up.

What. the. hell. So either GSO is shit at logistics or can’t be bothered to do their job. Could they have deliberately decided it wasn’t worth trying to deliver? Or do they just suck at the logistics of shipping? Either way, they screwed the pooch.

Disappointed, I waited to hear from Hospy. But, I heard nothing from them about it. In the days that followed, GSO logged that they tried to contact Hopsy via email with what to do a couple times after they missed the delivery date. But, after that point I heard nothing from GSO or Hopsy about it.

Over two weeks after my original order date, hearing nothing else, I went ahead and contacted Hopsy by email for a refund.

The unhelpful response from Hopsy was:

Delivering high-quality beer is incredibly important to us, so I apologize for the delivery process not being up to par with our standards. I have passed along your feedback to our operations team, and they are investigating what might have happened.

This is not the type of experience we want our customers to have, so I more than happy to send you a replacement beer order to try or issue a refund. Please let me know what works best for you!

So very nice to know that they don’t try to fail. It’s also great they responded to my request for a refund with an offer for something other than a refund. I responded that I’d like the refund I requested, and, you know, go ahead and remove me from their mailing lists as I don’t need to hear anything more about Hopsy. Time to move on.

Yeah, so, Hopsy is a total flop. Not at all, or even close, to being impressed with follow-up or customer service. Also, GSO is not a shipping company to bother working with because they can’t be bothered to ship things, apparently.

Still, it’s an awesome idea to offer growlers from craft breweries and the Krups HomeTap with torps delivered. But, I hope someone else does it, because it’d be hard not to do a better job at it than Hopsy!