Leafonly.com Leaf only Leafonly.com Worst customer service Ct

Hello Matty and Michelle!

When Michelle first emailed in and spoke about the poor quality of the 1 lb of tobacco she received, she had mentioned the numerous orders you both have placed in the past. When asked for information to find those past orders, none was given, which leads me to believe that no other orders were made in the past and you both were first time customers. Especially, since you both were asking questions that first time customers ask and you both didn't seem to understand how to handle the tobacco or understand the work that goes into it.

Michelle's main complaint was that the tobacco was dry, which is understandable saying that the order was placed on 09/18/16 and she didn't make contact with us until 10/06/16. That's almost a month with the tobacco sitting around and not being taken care of. We even send an email with the tracking information advising what you need to do as soon as the tobacco is received to ensure that it maintains its quality. I advised that dry tobacco is not bad tobacco and that it can easily be fixed. All of our tobacco is received bone dry and in 440 lb compressed bales. All we do is rehydrate it with water and allow the water to soak in and the leaf becomes pliable again. According to you both, the tobacco was stale and too dry to rehydrate. No tobacco is too dry to rehydrate and there is no such thing as stale tobacco.

After numerous emails going back and forth with Michelle, including a video of her crumbling half her bag of tobacco in her hand to show how dry it was, we then starting to receive angry phone calls from you, Matty. You threatened to blast us on social media and file a charge back with us if we did not send you out a replacement. When you called in you were yelling and swearing at my associate, which is completely unacceptable. He never said that he didn't have time for complaints. What he did say was that the conversation was going nowhere and that I, his manager, was in touch with Michelle and working with her on the issue, so there wasn't anything he could do over the phone to help you at that time. When you started swearing at him, which I could hear because you were yelling so loud through the phone, he did say that he didn't want to continue the conversation and disconnected the call. Which is in his right whenever anyone uses profanities with us.

Per our refund policy, we need to be notified of any issues within a week of the order being received. That is because this tobacco is an agricultural product, just like fruits and vegetables at the grocery store. If not taken care of properly, this tobacco is perishable. I should also mention that as a gesture of good faith, since we were notified well after a week of you receiving the tobacco, that we would offer you 2 lbs as a one-time offer. Not 1/4 lb like you claim or 1 lb that you ordered...we sent you 2 lbs and sent it out right away...you didn't have to place another order in order to receive the 2 lbs.

There are quite a few lies in your claim, which is not appreciated, since we made good on the tobacco and ended the conversation with Michelle on a good note. We understand that whole leaf tobacco isn't for everyone and that's why we do our best to explain the issues that you can run into if it's your first time purchasing and don't understand how to work with it. I suggest that the next time you place an order with any whole leaf tobacco company that you read through their refund policy or ask any questions that you may have as soon as you receive your tobacco. That would have prevented a lot of frustration on yours and Michelle's end.