For the sake of transparency - I also posted this in Reddit in r/homebrewing.
I really hate to leave them, but I cannot let this inaction go unanswered. I'm voting with my wallet.
MoreBeer has given bad advice and ordered wrong parts in the past, but on smaller scales.
1) Bought 2 shanks for keezer build, and ordered 2 more over the phone to VERIFY (repeatedly) that they were the same items - even reading them the part numbers. The sales dude in Concord ASSURED me that they were identical, then sent me 2 completely different items. I ended up having to order different parts elsewhere and missed the build for a party.
2) Asked Los Altos store if they had reconditioned ball lock corny kegs and was told no over the phone. I ordered online. Went to store later that day and they had them sitting on the floor right in front of the register. (Yes, they were the exact ones I was asking about - the taller, slimmer ones, not the shorter, wider ones).
I visited the AHA Homebrewing Conference in San Diego a month ago. It was fantastic, and I was able to speak with a Blichmann rep about the RIMS Rocket. I fell in love with the concept, since I didn't yet have a RIMS/HERMS solution and I need to save water (California draught). I was told to go through my local reseller to purchase.
I immediately went to the MoreBeer booth and spoke with David Wonder. I asked about on-floor show discounts, and he said they had no stock, but he would be happy to give me a show discount on a RIMS Rocket system and a mounting bracket, but I'd have to go through my local store (Los Altos) to seal the deal. We exchanged emails and I thanked him.
A week later, I went to MB Los Altos and explained to the dude behind the desk that I was interested in a RIMS Rocket and mounting bracket. He looked up the Rocket and said that he would order it, but had to check with the home office to confirm the discount. Totally understandable. We agreed that I would pick the item up at the store and handle the transaction at that time.
He told me that he didn't want to order the mounting bracket because "It isn't in our inventory system yet, and that's a lot of work". (Those were his words).
A week later, I got the RIMS rocket in the mail at my house. It was toe 240 volt model - I have no 240 drop at my house and would never have ordered that. (Honest mistake? Perhaps.)
I called MB in Concord TWICE and was told by 2 separate people that they would look into this and see about an exchange. I have heard nothing in over a week. I left a voicemail on David Wonder's account (on Tuesday I think) and I have heard nothing back.
I give up. I ordered the mounting bracket elsewhere (no discount) and I need to either return/exchange the RIMS Rocket, or run a 240v line in my house to use it. Contemplating both options.
Sorry. MoreBeer, you lost me as a customer. Sucks, really. You're one of the only shops in town, and I wanted to like you SO BADLY! After spending almost $2000 with these guys, I thought there would be some equity in our relationship. Oh well...
Just thought the community should know.
TL-DR: MoreBeer (Los Altos and Concord) handled an order poorly and sent wrong item - refuses to return calls/emails regarding a fix - I have nowhere else to turn but to let the public know how they are handling this. I feel like my hands are tied, and I'm out $300.