Mad as heck at a retailer

[MajorCaptSilly]

I ordered some of the Cain Habano Robustos from an online retailer on 9/4. The website stated that they were in stock as of 9/1. I received instant confirmation of my order and my card was charged immediately. Even allowing for the holiday, I thought it was odd that my order hadn't shown "shipped" status by 9/10 since I thought they were in stock an all. I used the online contact form in the "Contact Us" section to inquire on my order. I got no response from that. On the 11th I emailed customer support directly. I got no response from that. I emailed them again on the 14th. Once again, no response for 24 hours. I called them on the 15th and a nice lady told me they were are on backorder but were expected in "today". I told her about my frustration with their order status updates and not answering my inquiries. She said they'd throw in a couple samples. As of today my order still hadn't shipped. I answered the email they sent confirming our conversation on the
15th with a question as to why the cigars hadn't shipped and when they expect to ship. They replied they expect them in on Monday or I could get a refund. A little communication on the front end of this deal would have made me happy. I don't think I should even have to inquire when something is on backorder if it is not clearly shown on the website. I've dealt with this vendor twice: My first time and my last time.

I'm not going to mention the sites name but it is currently stating that the Cain Habano is still in stock as of 9/14/09. Just not for me.


MCS

P.S. I'm not mentioning the site's name for a certain reason. I don't want to start a flame war. Just want to vent. I won't answer PM's asking the site's name.

[NCRadioMan]

So who is it? :D

That sux, bro! Vent on!

[stevieray]

Don't worry, be happy :)

[Mr. Ed]

c'est la vie mon ami.

*as I'm knocking on wood hoping this doesn't happen to me*

[Skywalker]

There may be a reason they call 'em Cain!!!:rolleyes:

Sorry, Bro!!!

[The Poet]

How about a contest? Whoever first guesses the vendor gets the Cains the Major can't. :r

Hope you feel better with a bit of steam released.

[MajorCaptSilly]

Don't worry, be happy :)

Holy crap! You're right!! Everything is better now.:r

MCS

[MajorCaptSilly]

There may be a reason they call 'em Cain!!!:rolleyes:

Sorry, Bro!!!


Because you're not "Abel" to get them? Waka Waka

MCS

[MajorCaptSilly]

So who is it? :D

That sux, bro! Vent on!


Danzig Cigar Company. I think his mother is running the place.

MCS

[NCRadioMan]

Danzig Cigar Company. I think his mother is running the place.

MCS

No way! Danzig's mom doesn't lie! :banger

[Cigary]

I think we've all been there with this kind of thing. I did the same thing with a box of 1932 Padilla Churchill Sigs. and kept calling and emailing for an order that I put in ( was in stock ) and paid for and was going into week 3 when they finally called me back and said my order was on backorder. I told them it was in stock and my card was charged when I put it in initially and all I got in return was ,,,"Sorry." Needless to say I don't use them anymore.

[newlifetaxidermy]

Ordered my box of Cains from JJ @ mycigarlink.com (member here). After the order was placed online, he called to thank me and confirm the order. Order was received a few days later. That is the kind of service I appreciate.

[BlackDog]

*as I'm knocking on wood hoping this doesn't happen to me*
Which is the exact reason why I think names should be named in these sorts of situations. If the retailer gets called on the carpet it's far less likely to happen again in the future.

[captain53]

Which is the exact reason why I think names should be named in these sorts of situations. If the retailer gets called on the carpet it's far less likely to happen again in the future.

:tpd:

[bookman]

Because you're not "Abel" to get them? Waka Waka

MCS



Comedy genius!!!!:r:banger

[dunng]

Good thing there a plenty of quality online retailers out there... :tu

[gnukfu]

That sucks Scott...ummm that's all I have to say....

[MajorCaptSilly]

Which is the exact reason why I think names should be named in these sorts of situations. If the retailer gets called on the carpet it's far less likely to happen again in the future.


One of our members works there. I'm quite torn.

MCS

[joeybear]

You'd think members would take care of members and at least be honest. If not, as it appears to be, then they deserve to be outted for their shitty customer service.

[captain53]

One of our members works there. I'm quite torn.

MCS

PM the member give him the opportunity to correct everything and if that fails let it all fall out. If he corrects it let the masses know he did so and The End.:2

[JJG]

They may be a perfectly respectable vendor and I support your decision not to name names but, advertising that you have something in stock when you don't is just bad business. If it was an honest inventory mistake, just admit to it and move on. Being shady or not forthcoming with info only makes the situation worse.

There is an argument to be made for naming names however. A few months ago a certain (former) member of this board was d*cking people around on trades. He got away with it for a while too because none of us wanted to call him out in front of everybody. :2

I say keep it out of the papers unless you think they're doing this to all their customers.

[MajorCaptSilly]

PM the member give him the opportunity to correct everything and if that fails let it all fall out. If he corrects it let the masses know he did so and The End.:2


Fantastic idea and done! Thanks for the advice.

MCS

[kaisersozei]

If you're still unable to get these in a bit, Scott, let me know and I can hook you up. They're everywhere around these parts...

[Genetic Defect]

pm inbound

[BlackDog]

One of our members works there. I'm quite torn.
That makes the situation much more difficult. I understand your concern.

[chippewastud79]

Booyah?:hm

[MajorCaptSilly]

pm inbound


Who'd you PM? Cigar Pope?

MCS

[MedicCook]

Who'd you PM? Cigar Pope?

MCS

He never actually said he pm'd you.

[Genetic Defect]

Pm is stuck in customs

[MajorCaptSilly]

Pm is stuck in customs

I was really counting on that PM for prom.

MCS

[Genetic Defect]

Some agent is probably going to take my pm home and enjoy it

[Brooks W]

I have that happen ALL the time, where a vendor says they have something in stock, lets you order it, lets you pay for it, charges your card, then tells you it is "Backordered" and could take like 3 weeks...

As far as I am concerned, it is dishonest to accept money without having the items in stock (what happens if they never come?), and I refuse to use vendors who use this practice (after I find out, of course)...

There are PLENTY of great places to buy cigars...

JMHO...

~brooks

[Starscream]

pms inbound
What Perry really meant.;s





That sucks, Scott. I remember you making the post almost two weeks ago stating that you just made this purchase. It sucks even worse when it's a purchase that you get really excited over.:mad:

[Texan in Mexico]

I was really counting on that PM for prom.

MCS

Ha ha ha ha ha ha ha, I havent laughed that hard for a while, thanks Scott.

All I can say is what the Great Gildersleeve would have said in this case, the great man would have said Zeek!

[Sr Mike]

A respectable vendor would have called you to let you know they were back ordered before charging your card.

[leafandale]

A respectable vendor would have called you to let you know they were back ordered before charging your card.

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.

[MajorCaptSilly]

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.

I'll keep you in mind for my next order!:tu

MCS

[kelmac07]

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.

:tu :tu

[Brooks W]

Leaf and Ale is good people :)

~brooks

[Chris.]

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.

And that's how it should be. It's understood that there is a delay in inventory updates on websites. That doesn't give any site the right to take someones money for an item they aren't prepared to ship out immediately. I say, call the place out so we may all be warned of their shady practices and lax customer service..

[MajorCaptSilly]

And that's how it should be. It's understood that there is a delay in inventory updates on websites. That doesn't give any site the right to take someones money for an item they aren't prepared to ship out immediately. I say, call the place out so we may all be warned of their shady practices and lax customer service..

Out of respect for one of our own who works there, I'm going to give them until tomorrow to answer my email or PM I sent on Friday. The thing that gets me worked up is:

1. The site said they were in stock as of 9/1
2. I ordered on 9/4
4. They finally told me on the phone after 3 email inquiries that they were not in stock as of the 9/15
5. Their site now says they were in stock as of 9/14!

It is really bizarre and very frustrating.

MCS

[Genetic Defect]

Out of respect for one of our own who works there, I'm going to give them until tomorrow to answer my email or PM I sent on Friday. The thing that gets me worked up is:

1. The site said they were in stock as of 9/1
2. I ordered on 9/4
4. They finally told me on the phone after 3 email inquiries that they were not in stock as of the 9/15
5. Their site now says they were in stock as of 9/14!

It is really bizarre and very frustrating.

MCS

Damn its now 21 September 2009

[ChasDen]

How big is the establishment?

My input as a small seller is mistakes do happen. Orders do get screwed up and the smaller the business the harder it is sometimes to keep all the wheels rolling at the same speed. In my case I deal with items that are built to order so there are no its in stock issues and then its not. But I will tell you that the busier I get the harder it gets to wear all the hats. Being the only one who does all the quotes, answers emails, web designs, weekly updates, payments, accounting oh yea and building, you find yourself balancing them all on a priority basis. Not answering emails is never a good thing, but if faced with sitting in front of a computer for 3 hours reading email to find there was nothing there importiant, or packing orders that need to ship, well you make a choice. That all being said, as a buyer, I truly understand your frustration and if we are talking about a site with lots of employees who have specific duties, then let them have it. If its a small site struggling to get it all done, hopefully they learn from their mistakes.

Chas

[MajorCaptSilly]

Damn its now 21 September 2009

You are so right. PM inbound.

MCS

[BlackDog]

It's understood that there is a delay in inventory updates on websites.
I strongly disagree. I've run an internet sales website, and real-time inventory is readily available from a number of internet business portals. IMO not having real-time inventroy is totally unacceptable.

[rogerdodger]

u should out them

[icehog3]

u should out them

http://i196.photobucket.com/albums/aa73/icehog3/frankenstein00011231716204.jpg

:rolleyes: :rolleyes:

[Genetic Defect]

You are so right. PM inbound.

MCS

:wo

[MajorCaptSilly]

Okay, I called them and am not playing nice any more. I called customer service and the phone was answered. When I said I wanted to inquire on an order the woman said to another employee "Can you take this so I can do this order?" Why did she answer the phone if she wasn't ready to help? Anyway, the next woman told me that the Cain Habano is still on backorder. I asked her why the website said they were in stock as of 9/1/09 when I ordered on the 4th and then was updated to say they were in stock as of 9/14/09 after my orders and inquiries. She told me "The website is not my department but would look into it." I told her that wasn't good enough and I wanted an immediate refund or I would open a credit card fraud case with them. She said she would take care of it. Actually she stayed calm and respectful througout the conversation. I always look for a positive!

The site that has had my money for the last 17 days and lies about their stock is Duque Cigars. Here's the link that says they are in stock:

http://duquecigars.com/index.php?main_page=product_info&products_id=776

I'm sorry it has to come to this but I was informed by another member that there had been other issues with them. Here's the thread:

http://www.cigarasylum.com/vb/showthread.php?t=11996

I'm afraid that others may be put through the frustration I did as their advertised prices are pretty good. Looks like I'll find my Cain's somewhere else!

MCS

[Doctorossi]

Thanks for helping us avoid some poor service, MCS! Sorry about your difficulty. I hope they clear it up quickly and with a smile.

[Ashcan Bill]

Yep, you were more than patient with them MCS. I appreciate you posting the warning to the rest of us. I've never dealt with them, and will make sure I never do. While it's good not to immediately call out vendors without first giving them chances to make amends, it's also good to protect the membership here from unresponsive vendors who have been given ample opportunity. :tu

[icantbejon]

That really sucks man...sorry for the frustration. It sure would be nice if this guy would hop on here and address the deficiency. Good luck to you.

[memnoc]

How about listing some online sites that were painless?

[MajorCaptSilly]

How about listing some online sites that were painless?


I and others here have posted favorable reviews of sites we deal with that have given exceptional service. Unfortunately, this thread was not about a positive experience. Take a look around the board and you'll find plenty good retailers to order from.

MCS

[captain53]

MajorCS you gave them every opportunity to come clean and obviously they are not on the up-and-up so you did the right thing. The rest of us certainly respect the way you handled it fairly with the company/member as well as sharing the name and experience with us at the appropriate time. Hopefully all this will result in saving someone else the frustration:mad: you have dealt with. Thank You!:tu

[yourchoice]

MCS, you handled this, IMHO wonderfully. You gave them ample opportunity to make things right in a timely fashion, and they didn't. Thanks for making the community aware.

[Starz26]

I was looking to buy something from them as the price was great...BUT I did a google search and read a few bad review for things just like this...Needles to say, I did NOT order from them, and I will not in the future.

I am sorry you had to go through this, but it will help everyone in the long run.

Also, it is one things to have a single incident, it is completely another when it becomes a TREND. Caveat Emptor

[captain53]

How about listing some online sites that were painless?

Famous Smoke Shop - Great Folks, been buying regular there for over 5 years without a single problem.

[longknocker]

Okay, I called them and am not playing nice any more. I called customer service and the phone was answered. When I said I wanted to inquire on an order the woman said to another employee "Can you take this so I can do this order?" Why did she answer the phone if she wasn't ready to help? Anyway, the next woman told me that the Cain Habano is still on backorder. I asked her why the website said they were in stock as of 9/1/09 when I ordered on the 4th and then was updated to say they were in stock as of 9/14/09 after my orders and inquiries. She told me "The website is not my department but would look into it." I told her that wasn't good enough and I wanted an immediate refund or I would open a credit card fraud case with them. She said she would take care of it. Actually she stayed calm and respectful througout the conversation. I always look for a positive!

The site that has had my money for the last 17 days and lies about their stock is Duque Cigars. Here's the link that says they are in stock:

http://duquecigars.com/index.php?main_page=product_info&products_id=776

I'm sorry it has to come to this but I was informed by another member that there had been other issues with them. Here's the thread:

http://www.cigarasylum.com/vb/showthread.php?t=11996

I'm afraid that others may be put through the frustration I did as their advertised prices are pretty good. Looks like I'll find my Cain's somewhere else!

MCS

You did the right thing, Major. Sorry for your Problems & Issues, Brother.

[longknocker]

Famous Smoke Shop - Great Folks, been buying regular there for over 5 years without a single problem.

:tpd: Never Had a problem!:tu

[Dunkel]

Well handled MCS! There's plenty of sites that give great service, this obviously is not one of them.

[Texan in Mexico]

I agree, you handled yourself in a gentlemanly fashion and they simply did not act accordingly.

[captain53]

Cigar Inspector has a do not buy warning posted on Duque, also T Hunter has his cell phone number posted on there to call him, heck Major dial him up and fill his ears!:banger

http://www.cigarinspector.com/news-of-the-week/duque-cigars-update


But it does not appear he responds to cell phone any better than PM:

jordan said,
on July 17th, 2009 at 16:14
I have called and sent dozens of emails. I tried the cell number listed on the website and some kept answering and then hanging up. I ordered cigars for my wedding and never received them. I will never do business with these guys again. They had no problem taking my money, but could not be reached or bothered to send me a product.
jake said,
on August 11th, 2009 at 18:03
I wander if this company really exists. Nobody ever answers any of the listed phones,including the phone of the company’s owner.

[kelmac07]

Anyone heard from Alex? Didn't he start working there recently?

[Genetic Defect]

Anyone heard from Alex? Didn't he start working there recently?

negative on him working there.

[Starz26]

negative on him working there.

According to his thread he was.....

http://www.cigarasylum.com/vb/showpost.php?p=544677&postcount=2

[CigarNut]

Leaf and Ale is good people :)

~brooks

Agreed! I had really good and fast service on my recent order!

[Genetic Defect]

According to his thread he was.....

http://www.cigarasylum.com/vb/showpost.php?p=544677&postcount=2

Okay, I was wrong

[SNKBYT]

I knew nothing of this and never received a PM about this issue...I haven't started working there yet until they open their new store...Scott send me a PM w/your addy and I will look into this tomorrow........sorry things went this far

[longknocker]

I knew nothing of this and never received a PM about this issue...I haven't started working there yet until they open their new store...Scott send me a PM w/your addy and I will look into this tomorrow........sorry things went this far

Thanks for looking into this, Alex.

[MajorCaptSilly]

I knew nothing of this and never received a PM about this issue...I haven't started working there yet until they open their new store...Scott send me a PM w/your addy and I will look into this tomorrow........sorry things went this far

This is why I didn't want to out the retailer. I would hate to cause any problems with Alex as he's one of our finest. This really tears me up. PM was sent to Alex. I feel as terrible now as I felt justified when I started this thread.

MCS

[Smokin Gator]

Sorry to hear about it brother... I had an issue there in the past. They did finally clear it up big time... but it took months and many emails and calls.

[BlackDog]

This is why I didn't want to out the retailer. I would hate to cause any problems with Alex as he's one of our finest. This really tears me up. PM was sent to Alex. I feel as terrible now as I felt justified when I started this thread.
The issue isn't really Alex's to fix though, it's Tom the owner's. I don't see this as any negative reflection on Alex.

[longknocker]

The issue isn't really Alex's to fix though, it's Tom the owner's. I don't see this as any negative reflection on Alex.

I agree. Alex will definitely get to the root of the issue, but it's the owner's responsibility to make it right.

[Smokin Gator]

The issue isn't really Alex's to fix though, it's Tom the owner's. I don't see this as any negative reflection on Alex.

:tpd:

[captain53]

This is why I didn't want to out the retailer. I would hate to cause any problems with Alex as he's one of our finest. This really tears me up. PM was sent to Alex. I feel as terrible now as I felt justified when I started this thread.

MCS

Based on numerous comments found on various consumer sites this company has a definite habit of the same sort of wrong doings as yours. Everybody screws up once in a while but that is not the case here. Secondly it is piss poor management when you have to call on a friend to fix a legitimate problem that customer service should have fixed in 1 call. Alex is just in the middle and as a good member and friend trying to fix things with you and the company, nothing but respect from anyone for that. :2

[Sr Mike]

Sometimes online inventory and REAL inventory numbers get out of line and things get ordered that we don't have at that time. That person always get's an email or phone call to let them know the status and I allow that person the choice to keep their order in place or cancel. I never charge anyones card until the box is ready to be sealed and postage affixed.
That is exactly why I am a repeat customer at some retailers I purchase from, not all are cigar related either.

[SNKBYT]

PM'd Scott on this matter yesterday.....today I found his $ was refunded and he was sent some free Cain Torpedo's for his trouble....on a side note they have updated the web site and are working on fixing the inventory to real time on hand as items sell........still best to call first to ensure availability of product as some items sell faster than others.......any further issues, please PM me for help.
;s

[MajorCaptSilly]

I got a PM from Tom today saying he was sending me a 5 pack of Cain cigars for my trouble. The website has also been updated to say the robustos are not in stock. Thank you, Alex for following up on this for me. I hope that Duque can get their communication issues fixed. That would make all the difference in the world. It's easy to draw incorrecct conclusions when the communication is not there. I wish Duque the best of luck and hope they can overcome.

MCS

[Starscream]

Nicely done, Alex!:tu

Glad to see the problem was handled, MCS.:tu

[kelmac07]

MCS...you handled this situation quite admirably, Hats off to you brother!! Way to step in and square things away Alex. :tu

[SNKBYT]

MCS...you handled this situation quite admirably, Hats off to you brother!! Way to step in and square things away Alex. :tu

Tom fixed it...I just brought it to his attention

[Starz26]

I am glad this issue was resolved, but it seems that there are bigger issues with this vendor. The fact that it has come to this point at all is telling. Especially when it seems to be a trend AND that Tom has been made aware of this before.....

http://www.cigarasylum.com/vb/showpost.php?p=483821&postcount=10

I hope we see a reversal of this trend as it will take many good future reviews before my business ever goes there.

Alex, your involvement there does ease some fears that if a situation happens again that it can be resolved, it is just stopping it from happening at all that concerns me.

[longknocker]

Tom fixed it...I just brought it to his attention

Thanks for helping resolve this, Alex!:tu

[SNKBYT]

I am glad this issue was resolved, but it seems that there are bigger issues with this vendor. The fact that it has come to this point at all is telling. Especially when it seems to be a trend AND that Tom has been made aware of this before.....

http://www.cigarasylum.com/vb/showpost.php?p=483821&postcount=10

I hope we see a reversal of this trend as it will take many good future reviews before my business ever goes there.

Alex, your involvement there does ease some fears that if a situation happens again that it can be resolved, it is just stopping it from happening at all that concerns me.

time will tell....its a small company with 4-6 workers....more in the sidelines ready to set up and handle the job when they expand ,,,,third is still in intfancy mode


any futher questions / concrens in the future fell free to PM me

for healp

[MajorCaptSilly]

That 5 pack Tom offered up never came. I'm not really surprised and don't want it at this point. I think my original conclusion on this company was correct.

MCS

[AlohaStyle]

That 5 pack Tom offered up never came. I'm not really surprised and don't want it at this point. I think my original conclusion on this company was correct.

MCS

Well I think that company permanently lost any potential customers that frequent this board! Sorry to the guy on this board that works for them... I know what it's like to have to apologize for an incompetent owner!

Sorry you had those issues as I did with my Cain orders too. I had issues with 2 vendors before I finally received my Cains about 3.5 weeks later... :confused:

[Chris.]

Wow. WTF

[Mr Edmundo]

Wow! Unbelievable!
Funny, I recently tried a "Duque" cigar I got in a sampler from a BOTL and rather liked it. Must be a house brand for them, I guess.
Any thoughts of ordering from these guys is now out of the question. There are far too many excellent retailers out there to be bothered with this kind of bs.

[MajorCaptSilly]

Wow! Unbelievable!
Funny, I recently tried a "Duque" cigar I got in a sampler from a BOTL and rather liked it. Must be a house brand for them, I guess.
Any thoughts of ordering from these guys is now out of the question. There are far too many excellent retailers out there to be bothered with this kind of bs.

There is also a brand named Duque that is not associated with the retailer. Rather mild and creamy if I remember.

MCS

[Mr Edmundo]

There is also a brand named Duque that is not associated with the retailer. Rather mild and creamy if I remember.

MCS

Thanks. That must have been what I smoked.

[AD720]

When there are retailers that consistently go above and beyond I wouldn't even waste my time with mediocre ones, let alone retailers like this.

Sorry for the bummer Scott but on the bright side you took one for the team and now we all know.

[MajorCaptSilly]

A customer service rep from Duque called me yesterday and left a voicemail stating that the robustos I ordered came in and I could call to reorder. So, If I would have waited, they would have had my money for nearly 2 months before shipping. Comical.

MCS

[Starscream]

A customer service rep from Duque called me yesterday and left a voicemail stating that the robustos I ordered came in and I could call to reorder. So, If I would have waited, they would have had my money for nearly 2 months before shipping. Comical.

MCS

That sounds like a great deal, Scott. They could have accrued intrest off of your money in that length of time, but would you have made any intrest off of the cigars?;)