My first order with this company, and once I use the other voucher, my last!
I was brought to the site by a TIPPR coupon offer; the fine print said I could purchase two vouchers but nothing stated that I had to use the coupons on two separate orders. When I attempted to use the promotion the site offered no solutions, so I called the contact number listed only to be bounced around the automated system, then hung up on. Not a good start
When I called back I finally managed to get to a person who then transferred me to the Operations Manager. He was not only unhelpful, but argumentative and dismissive, telling me, I cant wave a magic wand and "We've done nothing wrong". Rather than simply manually fixing the problem and earning a customer for life, you have insured that once these vouchers are used I will NEVER do business here again.
To add insult to injury, the shipping charges are twice what they should be and when I offered a suggestion on this, he told me, "We don't do it that way..."
Charging $11 to ship a box of cigars is ridiculous. USPS Priority costs $5 and delivers in 3 days; UPS charges twice that and delivers in 7-10 days. Offer the option to your customers!
I typically purchase $1200 or more in cigars annually, almost exclusively through Thompson Cigar. They offer me options you don't such, as less than a full box quantity, so I don't have to spend over $100-200 to see if I like a different brand, style, size, or offering. I ALWAYS wait until they have a free shipping offer to order from Thompson, as times are hard and money is tight. When I saw that you had my favorite brand and style for less than their best price, I was very happy Until I actually tried to use your service!
How could my business have been earned today? Easy: Manually input the order and apply both vouchers to the total. Even if you couldn't use USPS for this order, offer to look into it for the future. Your price on the product I ordered is already LOWER than Thompson's, by more than 20%! Even with the higher shipping cost, you still would have beat their price!
In conclusion, a simple managerial prerogative to input the order and apply the vouchers would have fixed everything and I would have become a customer for life. Arguing and inability to manually deal with a serious customer service issue have cost you a new customer, and that customer will be telling all his cigar buddies not to do business with you either.