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Report: #1080513

Complaint Review: Cigars International - Internet

  • Submitted:
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  • Reported By: sm5486 — Burlingame California
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  • Cigars International Internet USA

Cigars International Poor Customer Service Internet

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Have ordered from this company with no issues for a few years now. Even bought a humidor from them. Service had, the operative word here is HAD, been awesome. Any problems, I call or email them, they were responsive and very helpful until this recent order.

I placed an order on the 17th of Aug for 40 cigs.  I am scheduled to leave on the 29th for my weekend golf trip. My turn to bring the stogies. With the 2-8 days shipping I would receive by the 28th. Before I continue, I know there will be people who might think why not ship priority. Yes, my bad on that, but all my previous orders with Cigars Intl came within 8 days so I wasn't worried at all.  But I receive the confirmation with tracking number and see that I should still receive by the 28th. I get home on the 28th and no package. I check the tracking and it is now delayed until the 30th!. It was received at the sorting area 20mi from my house the evening of the 27th but UPS posts it's delayed due to bad weather. Huh? I live in CA and it's been sunny and 70-80.

I leave for my trip knowing I now have to buy 40 stogies pretty much at retail. Can't let the fellas down. I also send an email to Cigars Intl customer service.

They respond. Apologetic, and offer a $5 gift card. Really appreciated the gesture, but what can I buy for $5. Heck, if they had said they would send me a golf towel, golf ball repair tool, lighter, cutter or anything would have been better.  I reply back  thanking them, but now that I'm out could I return the stogies upon my return? Also mention it would have been nice if they had offered something a bit more. They reply that I can return it but I have to pay for shipping. I read the reply email and am enraged. I call them and they say nothing can be done b/c they had no control and I did receive within 8 days.  They get very technical by counting the days from the time of shipping to the time of receipt. I ask to speak to a manager. They transfer me to Chris. She comes across a bit rude by interrupting me and kept mentioning the 8 days and that I had "accepted" their gift card offer and thus I could not do anything. I tell her I did not accept anything, nor did I use the card therefore never accepted their offer. I then begin to try and explain if they want to get technical, I actually received in 9 days. She begins to continue to interrupt me. I then tell her, as a Manager, she should know to let the customer finish what they have to say. I inform her of their shipping policy that states if the item is in stock and order received M-F by 3pm EST they ship same day. Since I ordered on Sat, I technically placed an order before Monday 3pm EST. My orders should have shipped on Monday, not Tuesday.  She then says she'll send me a return authorization form and close my account. I had not asked to close the account. All I wanted to do was  return the cigs at their cost or they could have made me a lot happier by saying something like...."sir, I heard you say you play golf, let me send you a free golf towel and ball repair tool or let me send you a small cigar sampler." That would have and could have diffused the hole thing. People may ask, was I yelling or swearing? The answer is no. My voice may have gone up a notch b/c Chris was a bit rude, but I was not screaming or swearing.

All I can say is wow.

This report was posted on Ripoff Report on 08/30/2013 12:13 PM and is a permanent record located here: https://www.ripoffreport.com/reports/cigars-international/internet/cigars-international-poor-customer-service-internet-1080513. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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