- Building Breakwater Brewery
- Customer Service Promise
- Dover Good Beer Trail
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We don't brew beer to make money, we make money to brew better beer.
Customer Service Promise
Our taproom exists only because of customers, and in particular repeat customers who voluntarily choose to return here and spend their money on our food and beverages. Without the customer we don’t have a taproom, they are the only reason we are here. As a result, taking care of our customers is our highest priority, in fact a privilege, never an interruption. At Breakwater the customer always comes first!
Firstly, we're a business borne of years of experience in the beer industry - we're hoping that we know what we're doing. But, still on occasion things go wrong! We want you to be 100% comfortable talking to us!
Guarantee - If you experience a problem with any of our beers, customer service, shipping — or even if you just plain don’t like how it tastes — please let us know. We’ll do whatever it takes to make it right for you. Customer service is our passion, our charge, and our mission. Stuff happens. Things go wrong. We consider it an honour when you let us help fix a problem.
No Hassles - Whatever the problem we’ll fix it immediately, no questions asked.
No Supervisors - Every one of our staff is authorised to do whatever it takes to make it right for you. While we welcome any requests to speak to a supervisor, manager or owner, you never have to pull rank in order to get things taken care of at Breakwater
No Returns Necessary - We almost never ask you to return anything to us. That means you can shop with us and try something new without worrying you’ll have to re-pack the box and go to the Post Office if you don’t like it.
No Statute of Limitations - We don’t care when the problem occurred. We’ll refund or replace anything no matter when we let you down.
The Only Taste That Counts is Yours - If you don’t like how it tastes, that’s good enough for us.
The Only Policy is: Whatever it Takes - We don’t have any “policies.” No “if this happened, then we’ll do that.” We do what you want. If you’d like us to refund the order, consider it done, no problem. Want us to replace it? Absolutely! Want something else instead? Sounds great – let’s find something tasty. Just want to talk and give us some suggestions for improvement? Thank you, we’ll listen!
Everyone is Covered - You’re the recipient, not the buyer? Doesn’t matter! We want everyone to be delighted by our beer, nibbles and service. If anything is wrong, please contact us so we can make things right.
On Time Arrival - We guarantee your order will arrive on or before the day you select. We know you often rely on the food to make a birthday special or a dinner come off without a hitch. If shipping gets in the way we promise we’ll cover you.
The Entire Experience Counts - Our guarantee doesn’t just cover food. We ensure your satisfaction with every part of your experience with Breakwater. From picking up the phone, to the first mouse click on your computer, until you finish the last mouthful of beer—If you aren’t completely satisfied with every part of the journey please contact us. We want to hear about the problem. We’d love the opportunity to make you happy.
if you have any comments, please just use this, and don't worry - it goes to the right people! Suggestion Box