Cigar.com customer service - Tell me what you think

[sepia5]

I ordered the small humidor package a couple of weeks ago from Cigar.com. It included 3 RP 1990, 3 Gurkha Regents, 3 Monti Whites, and 3 Graycliff Professionales, plust a 20 count humi and a cutter, all for $50. This was my first order w/ Cigar.com, and while most of their prices are pretty bad, I thought this was a decent deal, especially w/ the Graycliffs included, which can easily go for $15 a piece elsewhere. I'd had the originals and liked them, so I was anxious to try the blue label. When the package arrived, however, everything was in tact except the professionals were absent and the red labelled originals were included in their place. I wrote a short email explaining that I appreciated the good deal and recognized that there was no MSRP difference between the Original and the Professional, but that I had honestly placed the order mainly b/c I was excited to try a few of the blue labels. I got a polite email back about a day or two later, apologizing for the mix up and instructing me to notify him (the customer service guy) after placing my next order so a few of the blue labels could be included in my shipment. While this is appreciated, I don't know how I feel about it. Should I have to place a new order to get what I ordered to begin with (especially when Cigar.com's prices are so inflated on most things)? As it is, I'll probably order a single so I can get the 3 blue labels, but it seems to me like maybe they should just send the cigars they were supposed to have sent in the first place. What do you guys think?

[SeanGAR]

Originally Posted by sepia5

I ordered the small humidor package a couple of weeks ago from Cigar.com. It included 3 RP 1990, 3 Gurkha Regents, 3 Monti Whites, and 3 Graycliff Professionales, plust a 20 count humi and a cutter, all for $50. This was my first order w/ Cigar.com, and while most of their prices are pretty bad, I thought this was a decent deal, especially w/ the Graycliffs included, which can easily go for $15 a piece elsewhere. I'd had the originals and liked them, so I was anxious to try the blue label. When the package arrived, however, everything was in tact except the professionals were absent and the red labelled originals were included in their place. I wrote a short email explaining that I appreciated the good deal and recognized that there was no MSRP difference between the Original and the Professional, but that I had honestly placed the order mainly b/c I was excited to try a few of the blue labels. I got a polite email back about a day or two later, apologizing for the mix up and instructing me to notify him (the customer service guy) after placing my next order so a few of the blue labels could be included in my shipment. While this is appreciated, I don't know how I feel about it. Should I have to place a new order to get what I ordered to begin with (especially when Cigar.com's prices are so inflated on most things)? As it is, I'll probably order a single so I can get the 3 blue labels, but it seems to me like maybe they should just send the cigars they were supposed to have sent in the first place. What do you guys think?

I would accept nothing less than exchange that they pay for. They send you what you ordered in a box with a free shipping label for you to send the others back on their dime.

[Teninx]

Don't compromise. I understand that errors can occur, but I accept only what I've ordered unless I agree to a replacement. I'm having a little tiff with cigarbid right now, so I'm just a little testy.

[donp]

Originally Posted by SeanGAR

I would accept nothing less than exchange that they pay for. They send you what you ordered in a box with a free shipping label for you to send the others back on their dime.

Agreed. Their customer service guy needs to know as well, that this is dangerously close to bait and switch, and thats a no-no.
Unless they include a caveat stating they sometimes have to switch items due to availability, they should send you what you ordered.

[ghostrider]

I just did a quick peek at the site, and I did not notice a disclaimer stating that items may be substituted without notice. If they don't have that disclaimer posted somewhere along the route to ordering the sampler, I'd ask them to send what you should have received originally, and pay for the shipping back on the ones you did not order. Of course if you talk to the customer service guy enough, or possibly a supervisor, they may be willing to let you keep what you have at no charge, as well as shipping out what you originally ordered.

When he stated that they would send them out with your next order, that may not have been an attempt to "bait and switch", though it is awfully close, which is illegal. Call back and let them know that at this point you're not interested in placing another order until/unless they can rectify the original order to your satisfaction.

[fpkjr]

Originally Posted by SeanGAR

I would accept nothing less than exchange that they pay for. They send you what you ordered in a box with a free shipping label for you to send the others back on their dime.

I'm with Sean on this one..
Also, If you ordered using a CC you can and should threaten to dispute the charge.. That's usually enough to get them motivated.
That's BS, and to repeat what was stated in earlier posts, the return should be on them..
More than likely they'll just ship out the Professionals and let you keep them as ghostrider said..

Keep this thread updated.
PS, the Graycliff "Blue label" is a great smoke has a bit more spice than the Red label, IMO..
Frank

[Teninx]

I don't care if the small print says that the company reserves the right to substitute. Either you get what you ordered, or you agree to the substitution on a case-by-case basis. (as long as it's not a freebie). I take a hard line on stuff like this, and I have the time to dispute it forever. A lot of people don't feel as I do, which is fine. But I assure you, I would get satisfaction one way or another for any like incident, even if it meant going though the hassle of shipping back the product and disputing the credit card charge.

And yes, I've been known to cut off my nose to spite my face.

[CrazyFool]

PM sent (im pretty close with a great guy at Cigar.com)

[sepia5]

CrazyFool - Thanks for the PM info. I hit you back w/ a PM as well.

Here's the email I sent back to their customer service guy:

Tim,

Sorry I'm just getting back to you - i've been on the road for the past week or so. I appreciate the offer for the Professionales w/ my next order, but at the same time I feel like I shouldn't have to place another order to get what I ordered in the first place. I would have no problem returning the Originals which were erroneously included in my first order, so long as I'm not responsible for shipping charges, but to require me to make an additional purchase to get the cigars I wanted/ordered seems a bit like "bait and switch." This is my first dealing w/ Cigar.com (I saw one of your ads on the Top25Cigars.com webpage), and I thought the package I ordered was a good deal, but only if I get the cigars I was seeking. Thanks again for your timely response to my initial email and your continued help.

[God]

Originally Posted by sepia5

CrazyFool - Thanks for the PM info. I hit you back w/ a PM as well.

Here's the email I sent back to their customer service guy:

Tim,

Sorry I'm just getting back to you - i've been on the road for the past week or so. I appreciate the offer for the Professionales w/ my next order, but at the same time I feel like I shouldn't have to place another order to get what I ordered in the first place. I would have no problem returning the Originals which were erroneously included in my first order, so long as I'm not responsible for shipping charges, but to require me to make an additional purchase to get the cigars I wanted/ordered seems a bit like "bait and switch." This is my first dealing w/ Cigar.com (I saw one of your ads on the Top25Cigars.com webpage), and I thought the package I ordered was a good deal, but only if I get the cigars I was seeking. Thanks again for your timely response to my initial email and your continued help.

Good, polite and to the point... hopefully they respond in a similar fashion and rectify the situation...

[TU09]

Originally Posted by Teninx

I don't care if the small print says that the company reserves the right to substitute. Either you get what you ordered, or you agree to the substitution on a case-by-case basis. (as long as it's not a freebie). I take a hard line on stuff like this, and I have the time to dispute it forever. A lot of people don't feel as I do, which is fine. But I assure you, I would get satisfaction one way or another for any like incident, even if it meant going though the hassle of shipping back the product and disputing the credit card charge.

And yes, I've been known to cut off my nose to spite my face.

I agree entirely. The small print means very little to me, if it comes into play then the retailer already screwed up and I would be seeking satisfaction. I am surprised that a retailer like cigar.com doesn't know that many customers (such as myself) would view an offer to include my original order with my next as very insulting and totally unacceptable. When ordering online, retailers have to be held to the same standards we would expect at a large B&M. Given the lack of a physical presence, this often means hassling with e-mail and phone calls but it is important that they be held accountable.

[donp]

Originally Posted by CrazyFool

PM sent (im pretty close with a great guy at Cigar.com)

Way to look out Crazy

[donp]

Originally Posted by sepia5

CrazyFool - Thanks for the PM info. I hit you back w/ a PM as well.

Here's the email I sent back to their customer service guy:

Tim,

Sorry I'm just getting back to you - i've been on the road for the past week or so. I appreciate the offer for the Professionales w/ my next order, but at the same time I feel like I shouldn't have to place another order to get what I ordered in the first place. I would have no problem returning the Originals which were erroneously included in my first order, so long as I'm not responsible for shipping charges, but to require me to make an additional purchase to get the cigars I wanted/ordered seems a bit like "bait and switch." This is my first dealing w/ Cigar.com (I saw one of your ads on the Top25Cigars.com webpage), and I thought the package I ordered was a good deal, but only if I get the cigars I was seeking. Thanks again for your timely response to my initial email and your continued help.

Nice touch

[sepia5]

So here's the email I got back:

Gene, *** My name is actually GRAHAM ***

This was a picking error - the way we handle these errors is by offering to include the correct cigars on the customer's next order. The way most cigar companies handle these issues is to send out charged replacements and a return label to send back the incorrect ones. Once the incorrect cigars are returned to inventory, the customer's card is refunded.

I wanted to avoid all that and let you keep the incorrect ones and in order to save on shipping costs, send out the correct ones on your next order. That means you get to keep the two Originals for free. However, I understand your point and I can ship the Professionales out to you immediately using the method employed by other companies, that is sending charged replacements and a return label to send back the incorrect ones. Of course, once the Originals are returned we will refund your card.

Please let me know if you have any questions or concerns. Looking forward to hearing from you soon.



So at the end of the day, maybe I should just try to find something else for a decent price that I've been wanting to try and not hassle w/ having to repackage cigars and drop them at the post office. I guess either resolution is fair enough, but this happened once before when dealing w/ another online retailer, and that shop simply sent me the cigars that were supposed to have been sent, no questions asked, no returns necessary. Then again, the error didn't involve pricey Graycliff's that time. Thanks for all the advice guys and gals!

[Teninx]

My response would be something of this nature:

Dear Mr. X

I can certainly understand the occurance of a picking error. I am hoping that what sets your company apart from 'most cigar companies' and makes you worthy of my continued patronage is your willingness to make good the error with minimal difficulty on my part. First of all, I accept no responsibility for any shipping costs of incorrect items. Secondly, I do not accept the premise that I must place another order with your company in order to rectify your mistake on this order. What I want you to do is send me the cigars that I originally contracted for, plus a prepaid shipping lable for the incorrect items. Upon receipt, I will immediatly return the wrong cigars.