Arrowhead Ales Brewing Company

We are growler club members and didn’t have and issue until last evening. The Manager was beyond rude as was our waitress, we hadn’t filled our growlers in a few months and when initially signed up for the growler club we were told if you skip a month or months they bank like Cooper’s hawk. That was true the first few months, not so tonight. We were charged for the one of the two growlers and when my husband went and questioned to the waitress she was rude and condescending, the manager wasn’t much better. We were basically told the staff member that advised us of this provision was fired and that’s not the case. But they already took our money without wanting to fulfill their end of the deal. In the end of the evening the manager nor waitress apologized for their rudeness nor treatment of us but instead she doubled down and treated us as if we were the problem. To sum up we paid $180 for the “privilege” of joining their growler club which they long since cashed however they refuse to fulfill their obligations as described to us at the time of sale, blamed it on a fired employee and treated us as if we are the problem. We constantly referred people to this place of business as well as spent and average of $100-$125 every time we visited, but will no longer be doing either after being treated so poorly by their management and staff. We will actively dissuade people from frequenting this establishment. Id like post an update to our previous review after our visit this evening (2/10/18) Although I find the response posted from the owner as defensive and non factual and frankly disappointing. Our grievance was addressed directly with our waitress and manager only. Now, despite our issues with this incident and the disappointing response from the owner below, we returned to fill our growler for the month and was pleasantly surprised by the response from the manager involved from our incident. She took the immediate initiative to apologize for the prior misunderstanding and take responsibility for what occurred. She did this without prompt and appeared sincere in her apology for which we accepted and understood. She also acknowledged her appreciation of our continued patronage despite the incident that occurred. As one that deals in customer service, we know some days are harder than others and we are not our best selves. We were impressed with her humility and willingness to own the situation. Because of her, we can now once again frequent this establishment with enthusiasm and renewed faith in the level of customer service provided. Perhaps the owner could take a page from her playbook. But maybe he too was having a bad day. In any case kudos to her and for solidifying our continued patronage.