23 days and still no answer..............

[dragon1marauder]

I am currently having an issue with an internet company that distibutes cigars. I am currently serving my first tour in Iraq with the US army, as you might guess nearly everything that is a comfort to most people can only be obtained via internet. Cigars are definately on the top of that list unless you want to smoke fake cigars, that haven't seen hunidity since they were rolled. As such is the case i was searching for a place to order singles, being new to the cigar lifestyle and wanting to try as much as i could with out overloading myself with boxes of less enjoyable cigars. A fellow soldier and cigar enthusiast, pointed me in the direction of Cigars International, this site was amazing and offered exactly what i was looking for. I made the order and waited with anticipation, only to be let down when the order arrived damaged. this however was not the problem, i was impressed with the speed of my order's shipment, but i was disturbed when the main piece of the order was damaged. As with any business they had a customer service section, i posted a comment on their customer service and received no answer for two weeks, i then posted again this time trying a different approach, the irate customer, here it is 23 days after the first post and still no answer............
I don't know about anyone else here but, when a company boasts a 100% customer satisfaction garauntee, and then doesn't even answer a customer service question, i begin to have somewhat of a problem. I am debating giving them a second chance mainly because i don't know of any other place that ships overseas and sells singles, but considering the fact of the lack of customer service, i'm not so sure. any assistance or guidance from those of you who have had a similar problem or know the establishment well enough to convince me i should i would greatly appreciate. thanks SPC BBQ

[Mystophales]

I have never had a problem with CI but then again I have always called them directly if I had a problem.

In any case PM me your address with maybe a idea of what smoke you are looking for and I will get something out to you on Monday. Hate to see troops in need...

[blugill]

Wow, sorry for the customer service problems!
That really sucks!

I'm positive that there will be lots of great advice coming your way soon!
These guys rock!

[Av8tor152d]

I would send them another message just to make sure they got the first. I had a problem with CI while in Iraq as well, sent them a message and after a week got no response. Resent the same message with a note saying it was my second time sending it. They replied within an hour and 4 days later I had a box with not only a replacement but extras included.

[hardcz]

Originally Posted by Av8tor152d

I would send them another message just to make sure they got the first. I had a problem with CI while in Iraq as well, sent them a message and after a week got no response. Resent the same message with a note saying it was my second time sending it. They replied within an hour and 4 days later I had a box with not only a replacement but extras included.

I'm with Jason on this one, sometimes CS submissions get overlooked, accidently deleted, or just lost for some reason or another, send another one saying that you've sent previously without a reply, most likely you'll get an apology and hopefully your issue resolved in a way you approve of.

[newcigarz]

Originally Posted by Av8tor152d

I would send them another message just to make sure they got the first. I had a problem with CI while in Iraq as well, sent them a message and after a week got no response. Resent the same message with a note saying it was my second time sending it. They replied within an hour and 4 days later I had a box with not only a replacement but extras included.

Jason Has the right idea. Make sure they know all the specifics of your issue.

As A seperate issue why not head over to the New Gorilla forum and introduce yourself.

http://www.clubstogie.com/vb/forumdisplay.php?f=23

[IndyRob]

If available... I'd have a family member or close friend call for you and deal with them directly.

[SgtStriker]

I ordered an ashtray and picked up two, ten packs of Monticristo's from CI. The order arrived with only one small problem. They only shipped one ten pack and charged me for two. A quick call to thier customer service and the other ten pack was on the way. It was quick and easy fix and they were a pleasure to deal with. I'm sorry your having such a problem CI, but I don't think it's the norm. You deffinately should have someone give the a call and talk to them directly. I'm sure they will fix any problem you've had. Good luck and stay safe.

[Mystophales]

Got a package coming your way...

[ChasDen]

I got screwed by them, false advertising in my opinion. One of the pictures showed one thing and the item shipped was something else. I called and got no satisfaction. Sent an email complaint and received the we did not bait and switch you but your satisfaction is very important to us reply. I was suppose to call and ask for this person directly when I placed my next order and he would "see" if he could throw a few freebies my way. I never call my orders in since I often place them between midnight and 1 am when Joe rolls over. I still order from them because they do run some great deals.

They could take a lesson from Rob

Chas