Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business is American copper Works. Also know as the distillery network ink Owner is ******** *****. He prided himself in being in good standing with your BBB. I purchased an item from him back in march $779. My address person refused the delivery causing the unit to be returned to ***. I warned him of this. His carrier lost the unit in a warehouse. Months have gone by back and forth. He stated he was reimbursed for the lost item by his shipper. Im still with out the product I pd for in full in march. Our last conversation last week June 13 2025 he was to send me a tracking number or refund my money or I travel 13 hrs to get item. He has no longer responded with tracking number, no refund and no arrangements for me to travel and get the item. Last conversation he threatened to send me a box of missed match parts causing unit to not be built. His info *******************************************************. +1 (603) 997-6786Very frustrating this shouldnt be this difficult. Thank for your time.

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a still and an electric controller and element and received the still damaged and didnt receive the controller or element and *** ***** the owner refused to send me a replacement and refused to send me the controller or element and then refused to give me a refund and let me send the damaged goods back and when I asked for a refund threatened me and my family this guy is a whack job and a con artist

• Initial Complaint

  Date:12/18/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a "EZ KIT" Copper Moonshine kit for $699 on 4/17/2024 (order #MS3480). Tax included, no shipping was charged. The ad reads "Please allow 2 to 4 weeks to ship the unit". I received the first box on 7/20/2024 after inquiring to them about my order. Received second box to complete the order on 8/3/2024, in fact incomplete. I inquired again about the status of the missing pieces to complete the order that same day and got no response. I inquired again on 8/19/2024 and was told in text "...I'm gonna take care of this today". On 8/29/2024 was texted "...Do you have a local supply store nearby or should I do Amazon?" I responded that I would like them to follow through with completing the order as per agreed on payment and send missing pieces featured in their advertisement. Response "...ok, I can Amazon for the fitting I believe."11/26/2024 I inquired yet again that I never did receive the remaining missing pieces and that I would be filing a complaint with BBB as a result. The pieces in question are a 45* copper elbow, 1/2" brass union and an instruction booklet. Response, "I'll check this out today and have the guys box them up." Today i got another text indicating that are "...trying to get you the 45* elbow this week. I wanted to let you know that you only need qty 2 1/2" unions, not 3." Three unions are what is advertised and that is what I would like in addition to the 45* elbow and the instruction booklet. The kit did not come with a bill of laiding, a list of parts or any type of instruction manual. I had to look at pictures on their website and determine what they sent me versus what I still needed. Even as I type this, they are still reluctant to fulfill and complete the order as advertised. All I want is the remaining missing pieces (a 45* copper elbow, a 1/2" brass union and the instruction booklet). I don't understand why they are being so difficult.

  Business Response

  Date: 12/19/2024

  All the parts that you need are in the box. The instructions are on the website, which we also sent that too. We suggest that you build it and let us know if you need more assistance.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22703681
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  So on the day that I submitted this complaint, a man called me from this company (the owner I'm assuming). He did not identify himself. He did ask if I, in fact, had filed a complaint against this company with BBB and I confirmed that I did. After which, he proceeded to call me vulgar names and berate me for doing so. After I told him to grow up, I hung up on him. He then proceeded to call me back numerous times (approx 5) to harass me further from tel ************. When that wasn't satisfactory enough, then he called me from another number numerous times (approx 4), tel ************. I blocked both numbers.

  Not only will I never buy from this company ever again, but I will be happy to share this story every chance I get to anyone who is remotely interested in purchasing product of this type. Furthermore, am considering reporting this to the authorities as well. This behavior is beyond unacceptable! 

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 12/24/2024

  Everything that he needs is in the box. The customer is unwilling to accept the information he was provided many times for months. 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22703681
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] Well, I guess since the business owner is unwilling to cooperate and is too cheap to send me the remaining missing pieces and risk the reputation of not only his business but lose future business as a result, Clearly he has not learned the ****** that the customer is always right. I will be happy to take my money to a more reputable and reasonable business instead. What a shame to squabble over a few dollars to save face and lose business. I guess he will be happier thinking he wins. He can ingest a bag of ******** for all I care and in spite of this response, I will consider this matter closed, unsatisfactorily. 

  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:11/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased from them May 2024, it took forever to get first box, second package they sent to wrong address, finally got it an then he says, you are getting two big boxes, one small box. I am still waiting on the small box..it contains the pipes we need to put this together, fittings, gauges, flux ,silver soldier. Now he says I owe him more money, I just want to get what I paid for or send my money back. I send this guy a message every week, several times, I usually do not get a response from him . Like I said I paid him in full in May, still waiting on them to make this right. It has been way to long .

  Business Response

  Date: 11/13/2024

  Customer  was supposed to send us $125 more when we shipped the unit.  We shipped via fed ex but the box got intercepted and seized or lost from fed ex..... we gave the tracking number to the customer.  At this point it really should be up to the customer and fed ex as us as the manufacturer technically did what we said we would do and shipped a box.  Now considering we care about our customers we told ****** we would ship her another replacement box however when we told her this she demanded we send the box with the extra $125 of materials that was supposed to be paid for.   At first we shipped her the box with good faith that she would pay the 125 upon receiving.  Now she's demanding that we send it to her for free.  Including the replacements.  I actually agree to do that but we can't make magic happen. I'm asking ****** for another week or so to replace the missing parts.  I apologize for the lack of communication starting on Oct 25 when unfortunately our shop dog passed away and I did need to take a few weeks off to clear my head.  In closing. ****** is set to recieve her missing stuff still I just need a little more time from her if possible please 

  Customer Answer

  Date: 11/13/2024

  He never gave me tracking number for the package ***** supposed to have taken. 

  We did talk about upgrading,  that is where the ****** comes from,  I was having issues getting the first order,  so why would I send him more money.  I do not owe him another ****** .

  I have all my messages between me and him. These people just do a very poor job getting completed orders out.

  Customer Answer

  Date: 11/13/2024

  
  Complaint: 22549749
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******

  I have already gave them 6 months how much longer does he need,  he took my ****** dollars fast. I don't think it's on me cause ***** lost a package I never got tracking number for. 

  Business Response

  Date: 12/02/2024

  Our manufacturing facility in ************* is now assembling the remainder of your order in a box.  To be sure that we dont miss out anything, we will be calling her tomorrow to verify the missing parts. Unfortunately, we really can't explain the mix up but we have on record that a box went out the door but we also understand that she have yet to recieve what she paid for, so we are replacing. We apologize for the delay. We will make sure that we will deliver the parts needed.

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a still in December of last year from American copperworks, now prime stills. The water is terrible and I wanted to distill my own water. The owner said, for an extra $250 he will put on fittings and upgrade the tank to a ten gallon instead of the 6 gallon shown on the website. I said great I'll do that. So he sends me the link and I pay the extra $250, on top of the $640 for the still. I get the still. Not only is there a hole in it (he states all his stills are pressure tested), it's the 6 gallon pot. So I get ahold of him to tell him it's the wrong pot and it's defective. He checked his records and said yes he made a mistake. Fix the hole in it and he'll send me the right one. I said great. As soon as I get that one, I'll send the other one back. He says no need, he'll have me give it to someone close to me who has bought the 6 gallon at a discount. I thought that was strange but, I said I would do that for him. Months go by and nothing. I call. Nothing. I leave messages and texts. Nothing. Finally, today I get a text that says he sent me the six gallon, what's the problem? So I have to tell him again, you sent the six, you promised me you would send the 10. He tells me he was just being nice. His solution is to send me $100 for my troubles. I told him I gave him money for the ten gallon, I want the ten gallon. The six gallon has a hole in it, I'm not using it. So, now I'm out the money and a usable distillation device. Buying bottled water is expensive.

  Customer Answer

  Date: 05/07/2024

  Here is some texts of our agreement. 

  Business Response

  Date: 05/08/2024

  We offered you $100 for the size difference. You demanded $150. We declined.  

  At this point we will do $100 or swap the unit out but you will need to send it back to us first. We will not deal with people threatening or demanding more. We just operated at a loss for almost 3 years due to covid and hyperinflation and we really do not appreciate you trying to beat us up on money. 

  
  

  Here is the fact. The price you paid so far is the same price as everyone else paid for the same rig you recieved.  

  
  

  Accept the 100 or the swap out we can get you a return label. Which one sir?

  Business Response

  Date: 05/08/2024

  We offered you $100 for the size difference. You demanded $150. We declined.  

  At this point we will do $100 or swap the unit out but you will need to send it back to us first. We will not deal with people threatening or demanding more. We just operated at a loss for almost 3 years due to covid and hyperinflation and we really do not appreciate you trying to beat us up on money. 

  
  

  Here is the fact. The price you paid so far is the same price as everyone else paid for the same rig you recieved.  

  
  

  Accept the 100 or the swap out we can get you a return label. Which one sir?

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21663361
  
  I do not accept the business's response as a resolution to my complaint because: I can't trust that this company will return my payment. I never threatened anyone. This guy offers people an upgrade and doesn't come through on his promises. Then says he'll give me $100 for the difference. He owes me a ten gallon tank. Preferably one that doesn't have a hole in it.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/08/2024

  I would appreciate it if we could proceed quicker. This guy is texting me at all hours of the night and keeps calling and harassing me.

  Customer Answer

  Date: 05/08/2024

  Here are his harassing texts. He's also called 7 times in the last half hour.

  Business Response

  Date: 05/08/2024

  We are willing to swap the unit as agreed but we need you to ship the box back to us first. Are you going to continue being weird and forceful about finding a resolution or are you going to ship our 6 gallon back and then get the 10. We will not be shipping anything to you without getting the 6 gal back first. Thanks.

  Options.

  Take the $100 difference which signifies a huge discount towards what you actually purchased or Send the 6 gallon back and when we receive it we will send you the 10 gallon. PLEASE DECIDE. 

  Business Response

  Date: 05/08/2024

  We are willing to swap the unit as agreed but we need you to ship the box back to us first. Are you going to continue being weird and forceful about finding a resolution or are you going to ship our 6 gallon back and then get the 10. We will not be shipping anything to you without getting the 6 gal back first. Thanks.
  Options.
  Take the $100 difference which signifies a huge discount towards what you actually purchased or Send the 6 gallon back and when we receive it we will send you the 10 gallon. PLEASE DECIDE. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21663361
  
  I do not accept the business's response as a resolution to my complaint because: I can't trust this person to send me the ten gallon pot after I send the 6 gallon. By his banter he cannot be trusted. You have my word that I will send you the 6 gallon AFTER I get the 10 gallon and pressure test it.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/29/2024

  Ok we are willing to pay you the $150 that you asked.. How would you like the payment?

  Business Response

  Date: 05/29/2024

  Ok we are willing to pay you the $150 that you asked.. How would you like the payment?

  Customer Answer

  Date: 05/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I don't have venmo or any of that. You can send a cashiers check to:

  *******************;

  ***********************************
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/17/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 18th 2023 I contacted ******** at American Copper Works (The Distillery Network) about purchasing a copper distillery unit. I than purchased the unit for $1100.00 He said it would ***********-8 weeks for me to receive the unit. I patiently waited for him to build my unit. I tried to do a follow up on November 16 2023 and November 27 2023. On November 30th 2023 he finally got back with me to say it was completed and would be shipped on Friday 12-1-2023 (the next day). I asked for a tracking number once he shipped it. On December 6th **************************************************************************** received my copper unit. At that time, I disputed the charge with *****. Then he contacted me to say it was shipping that day. However, ******** stated that I had to cancel the dispute prior to it being shipped. I canceled the dispute after speaking to a Chase representative that assured me that if I did not receive the order, that all I would have to do is to call ***** back to have it reactivated. Therefore, I canceled the dispute believing that I would get my order and/or it would be a simple process to reactivate the dispute. That was a huge mistake on my part. When I never got my order again, I had to resubmit my dispute in writing via fax to Chase. However, ***** received it one day late and could no longer help me. This company and its owner do bad business and should be avoided at all cost. I just hope this helps someone from giving him money just to hear his lies.

  Business Response

  Date: 04/19/2024

  Hello ************, your product is shipped today on Friday. Thank you for your patience.

  Business Response

  Date: 04/19/2024

  Hello ************, your product is shipped today on Friday. Thank you for your patience.

  Customer Answer

  Date: 04/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from this company on April 4 with promise of next day shipping. After five days I asked when it would be shipped. Since then I asked for a refund, was told no refunds. They told me it was shipped but it was never shipped. After saying I planned on disputing the transaction with my bank I was swore at, threatened, and he even used my name and address and had things sent to my house. This is harassment and at this point is criminal. Do not do business with this company under any circumstances.

  Business Response

  Date: 04/11/2024

  Hi! The box was shipped in the agreed time frame. We are truly sorry for whatever issue we have caused. Thank you for your patience.

  Business Response

  Date: 04/11/2024

  Hi! The box was shipped in the agreed time frame. We are truly sorry for whatever issue we have caused. Thank you for your patience.

• Initial Complaint

  Date:04/03/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well I ordered a diy kit from this company back in April 2023 and received it about 3 to 4 months later then they said. When I received the item it was missing most the parts. I called John the owner over and over and he kept telling me. He will ship the items. Still didn't receive them. Then got a text from a gentleman named Jeff and he said they would ship them out. That was January 17th. He said they will ship them Friday. Here it is been almost a year and can't even get ahold of them or get my items. I see why they don't have reviews on their website. I'll never recommend them to anyone or but from them again. And gonna try to file another charge back with my credit card company. Also uses the company names American copper works and SC copper art

  Business Response

  Date: 04/06/2024

  We sent replacement cash on Friday.

  Customer Answer

  Date: 04/08/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/14/23 I placed an order for a 30 gallon Still Kit #****** and paid $729.00.
  On 07/24/23 I was told my order was ready to ship and if I would like to add to the order now was the time. I added order #****** to my original order and paid an additional $250.00.
  On 08/28/23 I asked if there was any update on shipping my order, and on 08/30/23 they asked "Received?"
  On 09/10/23 I received a FedEx tracking number.
  On 10/12/23 they told me 3-6 more weeks.
  On 12/29/23 they said it would ship "next week".
  On 01/30/24 they said it would ship tomorrow.
  On 02/01/24 I received a *** tracking number.
  On 02/12/24 I asked for a refund.
  On 02/15/24 they agreed to refund me.
  On 02/21/24 they sent the package anyway and said "if you truly don't want it decline receiving the package".
  I declined the package when *** arrived and I received proof of return delivery on 02/27/24.
  On 03/04/24 they said I would be refunded by Friday 03/08/24.
  I have not heard from them since.
  
  I have had to pester them with texts, emails, and messages on their website messenger dozens of times to ever get any response from them. I have remained strictly polite and professional in all of my dealings with them but I am absolutely at the end of my wits here. They have 979 of my dollars in their pockets and it's long overdue that they refund me as they said they would. I have saved every written communication I have had with them and can provide proof of all of this insanity, there's just too much for me to write down here.

  Business Response

  Date: 03/15/2024

  We usually don't offer refunds. We are doing this as a one time courtesy. I'm sorry it's not as fast as you would like. And once again. We would seriously prefer to ship the product. We shipped it once and you declined the shipment

  
  

  We will contact you this upcoming week with refund details.

  Business Response

  Date: 03/15/2024

  We usually don't offer refunds. We are doing this as a one time courtesy. I'm sorry it's not as fast as you would like. And once again. We would seriously prefer to ship the product. We shipped it once and you declined the shipment

  
  

  We will contact you this upcoming week with refund details.

  Customer Answer

  Date: 03/15/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  It has been a month since I was told you would refund the money "in 1 to 2 weeks" and there's still no end in sight. When will the refund be processed?
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 03/27/2024

  Hi sir, is there any way we can fulfill this order please

  Business Response

  Date: 03/27/2024

  Hi sir, is there any way we can fulfill this order please

  Customer Answer

  Date: 03/28/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

   On 02/15/24 you said you would refund me. 

   On 03/04/24 you said the refund would be processed by Friday 03/08/24.

   In this conversation on BBB on 03/15/23 you said you would refund me.  

   I would like my refund. 

  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 04/18/2024

  We cannot refund the money due to refund policy please stop declining the product. Thank you!

  Customer Answer

  Date: 05/01/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Your company told me, multiple times, through official channels of communication, that I would get a refund. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 05/19/2024

  You need to accept the product you paid for.

  Business Response

  Date: 06/17/2024

  We are ready to send the refund however, we do not have your card information. Please respond what the way to send it back.

  Business Response

  Date: 06/19/2024

  We are ready to send the refund. Sorry for the severe delay

  Business Response

  Date: 06/19/2024

  Sorry for the severe delay we are ready to send the refund. Do you have Venmo or Cashapp?

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21418021
  
  I do not accept the business's response as a resolution to my complaint because:

    My bank has marked my dispute with you as resolved in my favor and they have deposited the full amount into my bank account. The fact that I had to fight this for 3 months (after waiting 8 months for a product) and eventually have my bank resolve it for me is absolutely absurd. It is so far beyond acceptable I don't have words to describe it. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/21/2024

  We shipped you the product you declined it.

  Business Response

  Date: 06/21/2024

  We shipped you the product and you declined it.

  Business Response

  Date: 06/23/2024

  As per our policy the customer needs to accept the package and be dissatisfied and then request a refund. You sir declined the package 3 times when we tried shipping it. Any talk about a late order is because when you ordered we had a massive backlog. Now that we are caught up we even offered you a fully soldered unit not an EZ Kit like you ordered  but you  still declined. We are not in the business of building orders and then not fulfilling them. We tried our best to ship your order and help you with whatever you need.  We're sorry to hear about the issue you've experienced. We appreciate your patience and understanding.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21418021
  
  I do not accept the business's response as a resolution to my complaint because:  After 8 months of missed ship dates, it became apparent that your business had no intention of filling the order. After being told, by you, multiple times, even in this complaint conversation, that I would receive a refund, you did an about face and did absolutely everything you could to NOT issue the refund you had agreed to.

    This complaint will remain unresolved, as you never resolved it. My bank had to retrieve my money for me. 
  
  
  

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A 10 gallon flame flow moonshine still kit was purchased on August 7th, 2023 for $1,450 with a lead time of 8 weeks.
  
  After numerous delays and long periods where contact couldn't be established, of which I do not have enough space to detail, I was told the product I ordered was being produced on November 22nd, 2023.
  
  A full month later (December 22nd, 2023) American Copper Works offered me a standard 30 gallon still kit in place of the 10 gallon one I ordered, appearing to indicate they were never in fact working on the product I originally ordered. I accepted the substitute and the still was shipped on December 28th, 2023. That ship date was 20 weeks after the purchase, as opposed to the 8 week lead time I was originally told.
  
  While the delay of the order was frustrating, had that been the end of my interaction with this company I would have been happy to move on and not do business with this company in the future. Unfortunately, upon the initial usage of the still I found that the thumper had a leak. I contacted Jon, the owner of American Copper Works, on January 29th, 2024 to inform him of the issue. He noted the still had a 3 month warranty, it could be used without the thumper, and informed me he would issue a return label for shipping the defective product back to him to be swapped for a new one. After that promise I did not hear back from him again and did not receive a response to messages on February 5th, 9th, or 24th.
  
  My patience has been completely exhausted by rude, unprofessional behavior, a lack of communication, long delays, an alternative offering, and a faulty product that is not being addressed. I expect the company to provide a replacement for the warrantied, defective product or a full refund for the still kit.

  Business Response

  Date: 02/29/2024

  If you would like we can ship you what you ordered now that we are not backlogged. I offered you a BETTER option and greater value and I guess because of a pinhole in the thumper it ruins everything. I recommend you focus on distilling . We are still working on your replacement thumper . We have a lifetime warranty. Relax

  Business Response

  Date: 02/29/2024

  If you would like we can ship you what you ordered now that we are not backlogged. I offered you a BETTER option and greater value and I guess because of a pinhole in the thumper it ruins everything. I recommend you focus on distilling . We are still working on your replacement thumper . We have a lifetime warranty. Relax