Cuban Crafters: Customer Service

[Dr. Stogie Fresh]

I am really a fan of the cigar industry in it's entirety. I believe that, if the cigar industry prospers as a whole, so will the consumer. I'm the type of person who will support new cigar businesses, or small businesses or businesses that go out of their way to support their customers. I have come across some very generous folks like Mark at Cigarmony.com, Marc of Palió, Eric at TBS-Cigars and many others. These folks are true cigar aficionados and BOTLs.

This past week I had an interesting experience with Cuban Crafters company and I want to share it with you.

I have heard some of the BOTLs say good things about JL Salazar y Hermanos and Cuban Crafters cigar line. So, I tried a box of samplers of the JL Salazar line, which according to their website <http://www.cubancrafters.com> is their finest cigar.

I plucked one out of the box and was looking it over and found that it had green spots on the wrapper, which was due to incomplete fermentation and thus was showing the chlorophyll. I sent them a note via their web page just to let them know about it. Since the JL Salazar represents their" finest cigar", I thought they might be concerned about its appearance in the marketplace. I didn't ask for a replacement, I just wanted to pass along the information. Well the Customer Service Director wrote me back the following email:

I am sorry to hear that you had such a problem with one of our leading top cigars. This is the first time, to my knowledge, that this has ever happened with any JL Salazar Cigar. I had senior management contact Nicaragua to ask them to spot check all JL Salazar lines and none had any green spots on them. I guess this one slipped through the cracks. Customer satisfaction is our number one goal and I would like to make this up to you. Tomorrow I will be sending you a complimentary Don Kiki variety pack sampler along with a Cuban Crafters Chairman and a Carolina Churchill. I hope this makes up for the inconvenience. If there is anything else I may assist you with please feel free to contact me.

Though I wasn't really fishing for any freebies, the fact that he took it upon himself to "make it right" was admirable. And, he did indeed send the cigars. I just think this is great customer care and shows a commitment to great service. So, I decided I would buy a box of their Cuban Crafters Cabinet Selections and they again sent another box of samplers. If you have ever had a Cuban Crafter or JL Salazar, perhaps you have had a similar experience. I hope you will check out their web site and consider trying these cigars.

Doc

[Mbraud4]

Wow, *applauds* cuban crafters for A++ customer support. Retail is 60% product and 40% customer service IMHO

[donp]

Doc:
I have made several purchases from CC and have been very satisfied with everything about them from price to customer service. I have written on these boards about one or two instances. But, just yesterday I received an erroneous e-mail message from them, and I sent them an e-mail response to give them a heads up about the error. I wrote back at night, after work. I got a response within a half hour, and it was very apologetic. For me it was no big deal, so I was surprised with the genuine concern I received from them.
On another occasion a couple of months ago, I ordered one sampler which they had run out of. I got a cell phone call from a guy in customer servcie named Emilio, while I was in the supermarket! LOL, needless to say I was shocked. He told me they had run out of my order but, they had an alternative which I would like better. I said 'yeah sure, okay, I'll go with that'
I got the alternative, and it was great! Much better than the original sampler I ordered, and for the same price.
These folks epitomize customer service, and I appreciate it.
Btw, my guy was named Emilio, who did you deal with?

[Dr. Stogie Fresh]

Originally Posted by donp

These folks epitomize customer service, and I appreciate it.
Btw, my guy was named Emilio, who did you deal with?

I have delt with two people now: Al and Cliff. Evidently, they are all reading from the same customer service handbook. Awesome all the way.

Doc

[RPB67]

Thats what makes any good company good.

Good product and good customer service. Nice to hear something that worked out instead of the usuall endless complaint.

Cheers to Cuban Crafters !

[PuroBrat]

Never bought anything from them. I did get a Don Kiki or two in previous dealings with other BOTL. I was pleased with the product. As a Customer Service Professional and a cigar enthusiast, I find this activity to be Highly Commendable. I may have to do some business with Cuban Crafters on principle alone.

Thanks for the Heads up, as Brother RPB said, love to hear Positive comments rather than negative. :two thumbs up:

[stogie_kanobie_one]

Yeah, not only that the feedback here encourages others to follow suit. With customer service like that I'd rather deall with a company fellow BOTL's have had such experiences with.. Course the hope is you never have to deal with customer service but if you do..... that outcome above is what you want.

If only other industries could follow suit.

[akatora]

Ok, since I saw this post before going to bed, I just had to make a comment on it. I too have had the previlage to order from "Cuban Crafters", and what can I say other than that Emilio is one hella of a guy! I´ve even called them several times from Sweden and everytime I spoke to either Emilio or someone else I got the best thinkable service.

I´m still extremly satisfied with my humidor that I bought from them

http://www.cubancrafters.com/products.php/item_id/261

Peace out!

//Sebastian C.

[El Gato]

I've been very happy with anything I've ordered from them.
Be sure to sign up for the e-mail specials they have. They don't bombard you with e-mails, when they do send one there are some fantastic deals.
Thanks for sharing your experience Doc.

[Hoppy]

Thanks Doc for your post. Good info. Yes, it's a pleasure to deal with people like this!

[par]

yeah, i may have to steer some business their way on principle alone.

good show on their part.

[donp]

Originally Posted by Dr. Stogie Fresh

I have delt with two people now: Al and Cliff. Evidently, they are all reading from the same customer service handbook. Awesome all the way.

Doc

Yeah, I got the e-mail from Al yesterday. I wrote him back and he responded. It seems he appreciated my comments and my understanding. Hell, I just appreciate the courtesy given and received.

[donp]

>>As a Customer Service Professional and a cigar enthusiast, I find this activity to be Highly Commendable. I may have to do some business with Cuban Crafters on principle alone<<

Puro:
I just smoked a Cuban Crafters Cameroon Robusto a few minutes ago. It was my first and, it was a damned good smoke. Strong and spicey at first, then it gave way to a smoothness. The draw was easy with lots of chewy smoke; nice aroma and several good tastes. I think you will like what Cuban Crafters have.

[Dr. Stogie Fresh]

Originally Posted by akatora

Ok, since I saw this post before going to bed, I just had to make a comment on it. I too have had the previlage to order from "Cuban Crafters", and what can I say other than that Emilio is one hella of a guy! I´ve even called them several times from Sweden and everytime I spoke to either Emilio or someone else I got the best thinkable service.

I´m still extremly satisfied with my humidor that I bought from them

http://www.cubancrafters.com/products.php/item_id/261

Peace out!

//Sebastian C.

Dang! That's a nice looking humi. And the price is right too. Thanks for sharing.

Doc

[PuffDaddy]

I've had great experience with Cliff in the past. I got a humi from them that had a minor flaw and he exchanged it FAST and included some free sticks as a bouns. He has always helped answer any questions or make recommendations about his products. They sell quite a variety of smokes there, something for just about everyone.