Unfortunately I've got to post this complaint. I'll start by saying I live within 200 miles of Rebel and started using them right after they opened. I loved using them because of quick shipping, great customer service, good prices, great selection, and I could order odd strains of liquid yeast and get it still cold ( hence quick shipping ).
The past two to three orders I have placed ( all within the last 3 or 4 months ) have all had issues.
It all started with the consistently out of stock items. I had ordered one style of tap to try out and then went to get 4 more but they were out of stock and still haven't been restocked. I had to go elsewhere.
Next order, they left out a t-shirt i ordered. I sent an email, because they used to reply within hours, and never got a response. I left a voice mail, no response. Ended up emailing several times to no avail, and finally got someone on the phone. They said they would refund my money for the shirt and still send it. Two weeks later, no money, no shirt. Took another week or so to get someone to answer the phone, I believe it was Andy, he was the same person I had talked to previously. They finally got it worked out.
The last order I made 3 weeks or so ago, I bought a 10.5 gallon polarware mash tun / kettle and two packs of pac-man yeast ( that they just got back in stock after being out for a year or so ). I got notification that it shipped that afternoon from the rebelbrewer email. I started trying to track the package via USPS but it stayed at rebel until the next afternoon. Didn't get it for three days total and the yeast packs were warm plus the kettle had two dents in it. Before this year if you made an order in the morning, it would actually ship that afternoon and you'd have it the next afternoon. I emailed them about the kettle and didn't get a response for a few days. They finally responded but I had given up and already used the kettle by then.
Two days ago I saw an email thread started by our local homebrew club with others complaining about the same things with Rebel. I called them and left a voicemail 2 days ago to let them know that people are not happy with them as of late. I really wanted to keep using them, but I think I'm done.
Still haven't heard back on my email or voicemail.