“If I could leave ZERO stars, I would. Not only did my husband's gift arrive 3 days late, but out of the 8 products I hand-selected for the custom crate, only one item was even similar to what I ordered. For example, I ordered white chocolate truffles and rainbow white chocolate bark but received solid milk chocolates and a dark chocolate candy bar. Also, instead of garlic and onion gourmet cheese I received GREAT VALUE BRAND pepper jack cheese. After several emails back and forth and a number of phone calls, the company refuses to refund or otherwise resolve any of the issues... standing on their "substitution policy" which states that they "reserve the right to substitute items in your order with similar products of equal or greater value". I am not sure how solid milk chocolates are similar to white chocolate truffles, or how a GREAT VALUE BRAND block of melted pepperjack cheese valued at under $3 is a similar product of equal or greater value to garlic and onion gourmet cheese. Again, these are just a couple of the products that were "substituted". I can understand if the exact product pictured is not available, but I cannot understand 7 out of 8 products being substituted with completely different flavors than what was ordered. BUYER BEWARE”
“This is a terrible company. Avoid at all costs. Their website is very good, but what you order and what you receive are not the same. They instead send inferior products and when you complain, they say their terms and conditions policy says you're stuck with whatever they give you. My gift - whiskey, whiskey glasses, and a box of chocolates instead had cheap wine glasses- one of which was broken, and a handful of unwrapped chocolates thrown loosely in the box. The shipping company they use - OnTrac has a 1 star review average rating, and my gift did not arrive on time even though I paid for expedited shipping. The customer service is also terrible. Definitely avoid this company”
“I’d give them zero stars if possible. I ordered a Canadian Brocrate and they sent a crate with Mexican items. When I emailed I was told I agreed to substitutions when I placed the order. Canadian substitution sure… not something completely different. Why advertise specific crates if you’re just going to get what they have in stock. Horrible customer service. Don’t waste your money.”
“Honestly, they are awful. Save your money. I'll be calling my bank to dispute. They are scammers clearly the other reviews are similar. Promised delivery dates that they failed to deliver. Customer service is awful, the representative was so rude. SAVE YOUR MONEY”
“I sent a beer gift to a friend for the holidays. Not only did it arrive much later than promised, some of the bottles were broken as they were badly packed. (My friend sheepishly told me that after the fact.) I contacted Brocrates and they are unwilling to to offer any refund without photos. I can't provide photos as it went to a friend and he did not take photos. This was a terrible experience and I'd recommend nobody use this company.”
“We should have read the reviews before purchasing. This place is awful. We ordered something that was supposed to arrive by 12/24 for Christmas. They let you pick the date when ordering and chose from the shipping options offered. Nothing said that the date we picked would not arrive in time. They didn't even ship it by Christmas. They created a shipping label but the item didn't even get to the shipper until Christmas day. I contacted their non-existent customer service and they were no help at all. Their chat option is all email. They don't take phone calls, just voicemail. They don't have any options to actually help customers. I wanted to cancel but since they created their useless shipping label, they wouldn't cancel, even though they hadn't bothered to ship it. They just take money for overpriced items and don't deliver on what they offer. Never, ever use this company.”
“HORRIBLE COMPANY! I HAND PICKED EVERY ITEM FOR THE BOX AND EVERY SINGLE THING WAS SUBSTITUTED!!! THE BEER THAT WAS IN THE BOX WASN'T EVEN ONE LISTED ON THEIR WEBSITE AS A CHOICE. UPON EMAILING THEM THAT IT WAS ALL WRONG, THEY RESPONDED AND SAID SUBSTITUTIONS CAN BE MADE. THE WHOLE BOX??? RUN FROM THIS COMPANY!!!”
“Ordered a beer flight set. Supposed to come with 4 different glasses a flight board and a six pack of bottled beer. It came with 4 of the same glass. One was broken. And came with canned beer. They would not replace the glass. Refunded a couple dollars for the price of the glass. So wound up with a gift I could not give.”
“The entire experience was AWFUL. I ordered a box for my husband for our anniversary. At first it said it was coming but was damaged. UPS said they received the box damaged when I first called them. Then the package just never showed up at all. Bro Crates customer service is a joke! They were very snarky and condescending. I even had to do a 3 way call with them and UPS and UPS told them the package was not coming but Bro Crates refused to give me my money back. Luckily I was able to call my credit card and they did a fraud investigation and refunded me my money. Lesson learned never use this company again. The picture below is what’s showing a month later!”
“Pure Scam After 10 promised delivery dates then told the package was damaged, the gift was never received by my friends. Ibmve never been refunded. Delivery company in fantasyland somewhere. Another scam. Don’t buy anything here. Brocrates = Scam”
“Failed to deliver package. Gave all kinds of excuses insisting they contacted the customer. No such thing. BAD reviews were right! Poor service. Actually NO service. Customer service tried to cover up their mistake! Finally shipping out the LATE gift...after excuses and more fabrications!”
“Over priced for $hitty products, that are not the same as the pictures. The strawberries were molded. Wrong wine and the cheese was hot and squished. I am more than happy to share the pics of the products I received. You can buy all of the products at lower prices and create your own basket. When my girlfriend called a s complained, they made it seem like her fault and only refunded a small portion. NEVER WILL SUPPORT THIS COMPANY AGAIN AND WILL TELL EVERYONE NOT TO BUY.”
“SCAM SCAM SCAM-- DO NOT ORDER FROM THIS COMPANY- READ REVIEWS ON OTHER PLATFORMS BEFORE ORDERING AND SAVE YOURSELF TIME AND $
THE ORDER WAS COMPLETELY WRONG AND THEY REFUSED TO CORRECT IT.
We're sorry to learn that you are not satisfied with the products delivered. We do take careful steps to ensure that all orders exceed expectations. However, as per our substitution policy stipulated in our terms and conditions, at times substitutions may be necessary to fulfill orders in a timely manner, especially in the event that an order is time-sensitive and intended for a special occasion.
Substitutions are actually quite common within the gifting and gift basket industry, as products are constantly changing on an ongoing basis after product details and photos have been published. Some items may be temporarily unavailable due to various reasons beyond our immediate control, under which circumstances we reserve the right to substitute such items with similar products of equal or greater value to ensure that orders are delivered in a timely manner without incurring further delays. Degrees of substitution may vary. In some rare instances, the entire contents of an order may be substituted.
Due to the high volume of orders being processed, we are not always able to contact customers ahead to advise them of substitutions. By placing an order you accepted our terms and conditions, and thus agreed that the order may consist of products that differ from the original product description. Furthermore, you agreed that you are not entitled to refunds or compensation under such circumstances, as per our refund policies: "NOT AS DESCRIBED & SUBSTITUTIONS - Where a package is 'not as described on our website' and/or we have substituted item(s) in a gift/gift basket that are in compliance with our 'substitution policy'.
We appreciate your understanding.”
“Horrible - this was sent to an important client as a gift - all the bottles were broken and the cans had been punctured by the glass - when I sent photos to Brocrates they want MORE photos of each individual bottle/can to prove our client is not lying, even though they have seen the beer soaked broken crate and the broken bottles - they want our client to individually unwrap each bottle and take a photo, risking cutting themselves, not to mention their office stinks of beer. We can not ask our client to risk cutting themselves so Brocrates will not do anything for us - incredible - I am just so upset that I did not read all these negative reviews prior to ordering... so, they do not care if we write a bad review or not... PLUS it was delivered late”
“I paid for a tequila brocrate and paid for the additional upgrade fee for a brand name reputable tequila. They sent a basic brand not close to the value I paid and they refused to refund me for the upgrade. They delivered 7 days after the order when they guaranteed 2 days. Everything about them is a scam”
“Did not receive one item I ordered for my husbands birthday. All substitutions were not even close to the German Beer I ordered. American beers and IPAs.In addition the crate was crated and stained from a broken beer bottle. Brocrates customer service resolution was to refund me for the broken bottle of beer. What a joke. Not to mention I cut my finger on the broken bottle.............”
“My experience with Brocrates was awful-I would give negative stars if possible. They misrepresent the actual items included in their gift sets & do not ship in time for date that is promised. Their customer service offers no resolutions- you’re just stuck with whatever they decide to send.
On June 5th, 2024 I placed an order for the “ Father’s Day Craft Beer Medley Gift Set” for my son.
As shown on the website, the gift set was to include 6 bottles of craft beer and a lovely Father’s Day themed chocolate chip cookie cake. But instead of the decorated Father’s Day chocolate chip cookie cake, the gift set received by my son included a small bag of oatmeal cookies & instead of bottles of beer, they substituted cans.
You can see in the pictures below the difference between what was represented in the website picture vs what was received.
When I emailed customer service I was told that they have the right to substitute items of equal or greater value. I replied to them that a small bag of oatmeal cookies is in no way equivalent to a customized Father’s Day themed chocolate chip cookie cake and that the cans of beer shipped were not equivalent to the bottles shown on Website.
Their final response was that these substitutions were in compliance with their “substitution policy” and that I was not entitled to any refund or compensation.
In addition, delivery of this gift was promised for the Friday before Father’s Day, however, it was delivered 6 days late.
Beware of this company’s policies!! They bait & switch- a total SCAM!!
You can see the difference in the website representation vs what was sent in the pics below.”
