JR Customer Service Problem

[17Crash]

Greetings,

Tell me if I am wrong on this. I have ordered over $600 from JR's in the last three months. Thursday at 6pm my wife ordered me the Belinda Ammo pack (105 cigars in an old ammo box) for my birthday. She told me at 7pm. I immediately called JR's and asked if they could add a small humidifier ($2.50)tube to my order for this box. The guy told me no, that I would have to order separately, and there is a minimum of $20 per order. I told him that she just ordered it, and she was standing right here to OK the fee. He said no. I then said I would put it on my card. He said no, it would be a new order and a $20 minimum.

I think a company would of added this. The package had not even been wrapped. If it was my company, I would of thrown the damm thing in for free. Am I being unreasonalble?

[rumballs]

You are right.
I would have got the guys name, then just called back and hoped to get a different rep. (and tell them about the first jerk)

[PuffDaddy]

That does seem a bit unflexible. I think they should have added it, especially since they could have added another $2 for additional shipping on such an inexpensive item. I have had good luck with JR's, but I have never asked anything "extra" of them. Did you try to talk to a manager. Many times rep's can't override the system, but the managers can.

[kansashat]

You would think that the JR rep would have had the capability of retrieving & adding to your order. Especially if it was only an hour old. I'm willing to bet that that order was going to go on the next day's business anyway. Perhaps, without a host #, or confirmation #, the rep was unable to pull down your order. Perhaps he was just an icehole, I don't know.

Understanding how salesreps work with warehouses & knowing that there may be some reason why it could difficult to add to your invoice, I would be ready to cut the guy some slack, if he gave me a plausible explaination as to why he couldn't do it.

Why don't you ask them?

[Puro.Esq.]

Yes ask for the manager/supervisor. If he/she cannot add the item you tell them to add the item or cancel the entire order. THAT you can do.

Hope everything works out.

- Jason

p.s. - Let us know how those cigars are. I saw the add and was curious but did not know how good they were.

[caudio51]

I'm thinking with the volume of orders they have, imagine if everyone did this. Things would get messed up all the time. There may be a very good reason that he could not. Next time ask why or to speak to a manager.

[RJT]

Originally Posted by PuffDaddy

That does seem a bit unflexible. I think they should have added it, especially since they could have added another $2 for additional shipping on such an inexpensive item. I have had good luck with JR's, but I have never asked anything "extra" of them. Did you try to talk to a manager. Many times rep's can't override the system, but the managers can.

I agree 100% I have had no problems with JR's at all. I always ask to speak yo managment. Alot of times these reps have to go by exact policy or get in trouble. A manager can over ride it. If I think I am right and still no go I simply ask for the managers manager. I explain to them the situation and my past buying history with them. If that dosent work I tell them to cancel the order all together and I will just order from someone else. I am real anal about customer service. I expect to be treated like a "customer". I never ask for anything that is out of the way, like free shipping, or free something else. Just good common sense. My (FOR WHAT EVER THATS WORTH) RJT

[TypeO-]

Originally Posted by Puro.Esq.

Yes ask for the manager/supervisor. If he/she cannot add the item you tell them to add the item or cancel the entire order. THAT you can do.

Hope everything works out.

- Jason

p.s. - Let us know how those cigars are. I saw the add and was curious but did not know how good they were.

This is right on. I would have told the icehole to cancel the original order. Have him or call back and have another rep take the order for the ammo box AND the tube. I don't know if you'd call it fortunate, but I live about 45 minutes away from JR in Burlington, NC. I've never had any luck with their promotions. They're always out of whatever the freebie promotion is. The staff at this particular store are not very helpful or knowledgeable. For the most part, I've given up shopping at JR, unless I REALLY need something they might have.

[oddball]

The situation you described is very poor customer service IMHO.

I would have had your wife cancel the order, letting them know there are other reputable vendors that are more than willing to accept her business.

[palm55]

I know the guy you're talking about!

His manager is a computer.

[toyguymarc]

Isnt JR a bit on the expensive side?

[diet069]

Originally Posted by toyguymarc

Isnt JR a bit on the expensive side?

On some items, yes. On some items, no. Hope this clears it up.

I actually find most of their prices to be quite reasonable and a whole heck of a lot cheaper than my local B&M store.

Regarding this ammo chest deal: It was for 105 Belinda Vintage Corona cigars in an ammo box humidor plus a Colibri torch lighter and cigar case for $120 (I'd say that is NOT on the expensive side).

[Charles]

Originally Posted by toyguymarc

Isnt JR a bit on the expensive side?

I don't think that they are on the expensive side and while I have never had an issue with them before, I think that JRs could do better than no no no.

[Warhorse545]

Kind of agree that they should have modified the order. I am sure they stay real busy, but this should have been an easy fix.


Stacey

[only on the weekend]

Did you contact their customer service?or was it a salesman? my wife got me the romeo&julietta humidor deal for xmas $99 humidor if you buy a box of vintage line ,I called them and asked them if i could return the cigars for a larger ring size and she said no problem,even discounted the shipping..