Illusione Ultra = Ultra bad!

[ZachF88]

So, my brother gifted me an Illusione Ultra corona a few weeks back. I have never had an Illusione before, so I thought I would fire this sucker up. I cut it and then took a puff before I lit it and it was really tuff. So I go get a spearand try to poke it through to loosen up the knot in it. I had to put soo much force into getting the spear that it ended up bending and creating a hole in the wrapper. I figure, what the hell, I'll go ahead and try to light it. No luck! So I snip off the damaged wrapper part and try lighting it again. Still no dice! The draw was soo tight, I felt like I was puffing on a candle stick. Since it is unsmokable (and now that a $9 cigar is going straight to the trash), I take my exacto knife to it. Not only was the last third way to tightly rolled, but there were THREE loose twigs in there, each about 2-3 inches long and 2mm or so in diameter. Now I was really looking forward to smoking tonight, since I haven't had a cigar in 2.5 weeks. Thank you Illusione for ruining my night! I have four other Illusione cigars in my humidor that I'm thinking of using as compost!

/Rant!

So, what do you guys do in this situation? I can't take it back to the shop, since it's in another state and it was purchased like a month ago. I'm just really upset by this. I've smoked plugged cigars before, including a lot of plugged CC's, but this one was by far the worst! I took my torch lighter to it for about 3 minutes and couldn't even get the slightest amber on it. I'm really thinking of writing Illusione a letter..... but I doubt that will do anything!

[Ogre]

Sorry to hear this brother. I have smoked a couple of these with no issues. Maybe something to keep an eye out for.

[DaBear]

Typically I just calm myself down by grabbing another stick out the ol desktop.

Every cigar company is going to have a couple duds make their way into boxes, try to give them another chance down the road. I tend to never write a company off as producing bad smokes, but thats just me.

Just my .02

[DPD6030]

You could always contact Illusione and see if they will do anything. Worth a try :2

[Ogre]

You could always contact Illusione and see if they will do anything. Worth a try :2

Thats what I would do.

[Bill86]

That'll happen. I've had plugged Illusiones, Partagas, Punch, Cohiba, Montecristo....You name it, they are hand made and so every now and then you'll catch a dud.

I wouldn't let one plugged cigar turn you off of any brand.

:2

[kaisersozei]

Not sure what I would do, as I've smoked dozens & dozens of illusione's over the past few years and never had a problem. Sorry you had a bad experience. :(

[ZachF88]

well, I emailed Illusione and I already got a response from them. I am quite impressed that they responded so quickly, but very surprised by what they had to say:

"I'm sorry that my cigar ruined your night. Humans roll cigars and humans aren't
perfect. I hope I can live up to your rigorous standards in the future by making
every single cigar plug-free. Thank you for your comments. They will be passed
along to the factory." ~Dion Giolito

Now, I understand that not every cigar is perfect and there are a few duds in every batch, but this thing had three twigs and was overloaded with tobacco that was too tightly rolled. My letter to Illusione was long, but very nice. I just expressed my concerns, especially with this being such a new cigar and their first batch (don't they want customer feedback?). I have dealt with a few cigar manufacturers before (Padrons, etc) and have had great exeriences compared to this. I am just appalled by Illusione's response! It's people like this that really ruin the cigar experience. I will never buy Illusiones ever again! A simple reply along the lines of "Thank you for expressing your concerns; I'm sorry that you had a bad experience with Illusione; I can assure you that ony a very few of our cigars are duds; blah blah blah," and not what Mr. Giolito responded.

[gbum]

a picture will be great...

[Patrick B]

I'm surprised by both the cigar and the response. Years of top notch experience with Illusione here. Maybe you caught him in a bad mood. Not trying to make excuses but Dion had a great rep as far as I know. Please don't write them off, they make great stuff.

[ZachF88]

I'm really thinking about digging through the trash to collect all the pieces for this one! I really should have snapped a photo with my iPhone, but I was really distraught at the time. I'll see if I feel like digging through the trash tomorrow to snap a photo. A video would have been better to show how the exacto knife had trouble going through certain parts of the cigar (blade all the way in) and how quickly the wrapper burst in the last third (when exacto blade slid on top of the wrapper), since the filler was so tightly wrapped

But one thing I don't get - I've been in business for quite some time. While positive feedback is always great, it's the negative feedback that really matters, since you can get the customer's opinions and wants, and manipulate your product to suite them better. I'm not trying to get a free cigar here. I'm only expressing my concerns, since a $9 cigar is a splurge for some people and I don't want them to go through what I went through tonight.

[Skywalker]

I think the response was appropriate! :2

You got an apology! And were told that he would try harder in the future to communicate with the factory so that the quality will be better.

I personally, have not had a problem with Illusione cigars or their service!

I love their cigars and look forward to smoking an Ultra tomorrow!

If I have the same problem with the one I smoke, I'll report it on this thread!

[TBone]

I recently smoked an Epernay, CG4 and 888 and all of them were nothing but fantastic. I understand your upset because the response given wasn't the response expected but as others have said try other Illusione's and see how they are. It seems to me you just got the 1 in a million dud.

[Pat1075]

Like all cigar companies illusione is sure to make a few duds. I think it is unreasonable to expect otherwise. I have been on the receiving end of a plugged padron and a plugged behike 56, even the venerable sir winston can be plugged. The cost of these are far more than $9 and are from far more prestigious factories than tabacleria tropical.
As to Dion's reply, I can see where you thought it might be rude. But do understand that these are indeed products made of organic materials by the hands of humans. There is alot that can go wrong. For a cigar that smokes perfectly every time may I suggest Bances, an OK but inconsistent (flavor wise) machine made from Canada. The fact that he felt the need to say that the factories quality control standards were to be upped was able to be interpreted as snarky yes. However this was most likely true. I hope you have all had a wonderful day if you are just catching this, and if you see this in the morning well good morning to you all.
-Patrick

[alfredo_buscatti]

Two days ago I smoked 4 Oliva O's in a row that had such defects in the draw and the wrapper at the head that I rejected them, but by that time lighting four cigars in a row scorched my mouth.

I took it up with Cigar Place, where I'd purchased them, and by being cogent and insistent I netted a $18.40 refund. Over the past year I've bought ~50 boxes from them, and that's why customer service bent the rules to accommodate me.

Between the 10% sale, $1 shipping and the refund above, I reduced a box of the Ashton VSG churchills from $225.00 to $185.00, buying them in the same transaction.

Do I love this cigar! dark, rich, extra strong.

[tsolomon]

Not sure what would make you happy at this point, but I think Dion's reply was appropriate and correct. :confused: I really like the Illusione cigars and I have fiver of the mk ultras. Haven't smoked any yet, but it's on the menu for this weekend. :D

[ninjavanish]

Expecting perfection? Prepare for disappoinent.

Dion's response may have been a little tongue-in-cheek but understandably so.
I'm not saying you need to lower your expectations... But you might want to lower your expectations.

These are rolled up bunched of organic materials, selected and rolled by hand, that travel thousands of miles across land, sea and air, to reach your desktop Humidor, without you ever actually needing to set foot outside of your house if you so choose. Bear that in mind the next time you pull a cigar out to smoke it.

Something i started doing a while back really enhanced my experience while smoking cigars and helped me understand the reality of this luxury: Take a little extra time to try to imagine how many different sets of hands touched that product before your own. Try to imagine the face of the roller. Then of you still feel like you have been somehow slighted because your $9 illusione wasn't all you'd hoped for, consider that if you paid what you should for that cigar, or pretty much any other, most of us would not be able to afford to smoke anything at all.

Sorry you had a bad one, but you have to take the bad with the good. Keep on puffing and pursuing that perfect cigar, but don't be too disappointed if you never find it, most of the fun is in the pursuit anyway, right?!

[688sonarmen]

Very tong in cheek and not what I would expect from a company of any kind.:2

As for the cigar I have found it happens and more often with fresh sticks. Not saying this is the case but if you take a stick that already has somewhat of a tight draw and smoke it ROTT it may not have had time to stabilize at a decent RH, however low the RH of the day may be. Some say 70% some as low as 60%. Either way I can attest like most others that it's a rare case in Illusione cigars. And up to you to continue business with them if you felt insulted.

Edit: Is Dion a member on here? If so based on the OP I can see where the response may have come from.

[vudu9]

Again. Super sorry that the cigar was plugged. This is a rare issue with my line, as many of you know and is an easy fix. All comments positive and constructive are forwarded to the factory.

Dion.

[Neens]

I understand theres going to be problems with some of the cigars seeing as they are made by hand but I also dont like the tone of the e-mail. It seems more like hes mocking the OP more than anything else. Maybe seeing the email you sent him might give us some insite into the answer you got.

[Skywalker]

Again. Super sorry that the cigar was plugged. This is a rare issue with my line, as many of you know and is an easy fix. All comments positive and constructive are forwarded to the factory.

Dion.

The fact that Dion posted here with another apology, shows his commitment to his customers!:2

BTW - Looks like I won't be smoking one today, but Mark (NorcalMark) at Tower Pipes & Cigars put one on hold for me to try!!!

[shilala]

Although Dion's response was maybe a bit cheeky, he's right on the money.
I mean no disrespect when I say "If a plugged cigar is going to effect you so dramatically as to ruin your night, you may want to try another hobby."
You're going to experience more plugged cigars, for sure. If you start smoking cc's, you can expect LOTS. It happens, and it always will.
Cigar smoking is supposed to be relaxing, brother. Maybe if you expect them all to be plugged, then it'll make your night if a particular cigar isn't plugged?
At any rate, I think you kinda went off the deep end on this, and I can say that from experience. I've gone off the edge more than once, myself. :D
I just hope you can forget this and start enjoying your smokes again.

On a personal level, I don't smoke Illusione's because I don't care for Dion's persona, or the weird ideas and thoughts he's put out there in the past. His response to you was really no surprise to me at all. As far as I'm concerned, he can suck it. :tu

[Brooks W]

Some of these (and the Maduros) shipped a bit wet, but that cleared up after sitting a while...

The Mk Ultras are a great cigar, and I love the size...

Dion's stuff is NOT usually problematic, in fact, I have had VERY few problems construction wise with his sticks, and most have been exceptional...

Zach, send me your address, and I will send you another Ultra from my box, that I am sure you will not have a problem with :)

~brooks

[ZachF88]

Well I will admit I probably did do over the edge a bit on this one. I've had many plugged cigars (including cc's) in the past, but they were still smokable (just a really hard draw). I haven't had time the past 2 weeks to smoke a cigar, nor can I really waste $9 right now, since my dog had hip surgery over a week ago. I only had about a 75 minute window to myself last night and I ended up spending a good 30 mins trying to get this plugged cigar lit. Again, sorry if I went off a tad, but I ultimately emailed Illusione to provide my feedback. I took Dion's reply as tongue-in-cheek.

Certainly, everyone is in-titled to their own opinion. I just hope you brothers don't end up with a cigar like this, whether or not it's an Illusione.

In the future, is there anything at all that can unplug a plugged cigar, besides long-aging?

[kelmac07]

In the future, is there anything at all that can unplug a plugged cigar, besides long-aging?

Draw tools work wonders on a plugged stick. :D

[Skywalker]

Draw tools work wonders on a plugged stick. :D

Here's a "plug" for my friend boom! He makes some very nice draw tools!:tu

http://www.cigarasylum.com/vb/showpost.php?p=1389918&postcount=1

[ZachF88]

Zach, send me your address, and I will send you another Ultra from my box, that I am sure you will not have a problem with :)

~brooks

Thank you for the offer, but you don't have to do this to make things right.

[Brooks W]

Thank you for the offer, but you don't have to do this to make things right.

It is what BOTLs do...:D

PM ADDRESS :tu

~brooks

[Pat1075]

I just cut my cigar then give a test draw if it doesn't draw it goes back in the humi until it will. Often times this system works out.

[thechrisdotcom]

I've smoked a couple Illusiones but never had a draw problem. I do find them to be pretty strong in strength for me which kind of turns me off. They kick my arse.

[CigarNut]

I have good and bad cigars from many different manufacturers. Although a good or great cigar can really make my day, I don't let a bad cigar ruin my day. Life's too short...

[Skywalker]

Way to go, Brooks!!!:tu

[Adriftpanda]

The fact that Dion posted here with another apology, shows his commitment to his customers!:2

BTW - Looks like I won't be smoking one today, but Mark (NorcalMark) at Tower Pipes & Cigars put one on hold for me to try!!!

Sorry but it's no longer there. I gave it away.

[tsolomon]

Smoked an Ultra last night and the draw was a little tight, but I was able to smoke it. I used a Xikar multi-tool to just barely cut the cap. The draw opened up a little as I smoked it, but it went out once when I went inside to grab a glass of water, so I think they need some down time before smoking the next one. They have only been in my humidor for a week at 70%. I really enjoyed the stick and will probably buy a box.

[fritz43096]

That'll happen. I've had plugged Illusiones, Partagas, Punch, Cohiba, Montecristo....You name it, they are hand made and so every now and then you'll catch a dud.

I wouldn't let one plugged cigar turn you off of any brand.

:2

I'm close to finishing off a box of Illusione CG4s. Early on in the box I had a bad one that literally looked like a cigar load had gone off on the end of it. All the rest have been great. Illusione makes some great cigars (for my taste) so I wouldn't give up on them yet.

[Fordman4ever]

you could just send me your other illusions. I'll dispose of them for you.

But seriously, I wouldn't let one cigar ruin a whole brand for you.

[Skywalker]

Sorry but it's no longer there. I gave it away.

:fu2

[whodeeni]

Sorry but it's no longer there. I gave it away.

hahaha!:r

[longknocker]

Think You Had One Bad Stick, Brother. I Smoke Illusiones All The Time & Never Had A Bad One. In Fact, Had An Awesome Illusione hl Maduro This Morning!:dr

[Ogre]

As to Dion's response. The problem with Email and texting is that it is one demential. He may have taken what you wrote vary serious and will follow up on it. I am sure he receives 100's of emails about his products (good and bad). I am impressed that at least he responded personally. He could have sent a canned response and just blow you off. I am not trying to make excuses for him, but look at what someone in his position deals with on a daily basses. just my two cents.

[Skywalker]

http://www.cigarasylum.com/vb/picture.php?albumid=124&pictureid=6153

Reporting my findings:

Very enjoybale cigar with a great draw and no burn issues!:tu

BTW - It was the first cigar out of a newly opened box!

I think the OP should give these another chance.:2

[TheRiddick]

http://www.cigarasylum.com/vb/picture.php?albumid=124&pictureid=6153

Reporting my findings:

Very enjoybale cigar with a great draw and no burn issues!:tu

BTW - It was the first cigar out of a newly opened box!

I think the OP should give these another chance.:2

Looks like you made the trip down... I wanted to stop by, but got tied up with work...

[Powers]

As to Dion's response. The problem with Email and texting is that it is one demential. He may have taken what you wrote vary serious and will follow up on it. I am sure he receives 100's of emails about his products (good and bad). I am impressed that at least he responded personally. He could have sent a canned response and just blow you off. I am not trying to make excuses for him, but look at what someone in his position deals with on a daily basses. just my two cents.

I agree, texting and e-mail do not convey the tone of a response; which often implies the good or ill-willed nature. I can surely understand your OP frustration at looking forward to a new cigar brand, being on a budget and having limited time (all of which I struggle with), but with a respected brand like Illusione I would suggest not letting one bad experience turn you off.

Illusione is right up there with my personal favorite non-CC brand and I haven't had a draw problem that I can recall.

PS - a glass of bourbon always buts things in perspective while you smoke :D

:tu

[D. Generate]

If you're looking for perfection, you've got the wrong hobby. I've sat on on boxes of very expensive ELs for years to finally light one up on a special occasion only to find every cigar is plugged or a dud. It happens and if it completely ruins your night, then cigar smoking might not be for you.

I think Dion's response, both times, was spot on. I've smoked a fair few Illusiones and never had a problem with them. I frequent Fumare every time I'm back home in Reno and find Dion's service and merchandise to be top notch. I'm honestly not sure what the big fuss is here or why the need for a rant.

[Blak Smyth]

As to Dion's response. The problem with Email and texting is that it is one demential. He may have taken what you wrote vary serious and will follow up on it. I am sure he receives 100's of emails about his products (good and bad). I am impressed that at least he responded personally. He could have sent a canned response and just blow you off. I am not trying to make excuses for him, but look at what someone in his position deals with on a daily basses. just my two cents.

I agree, texting and e-mail do not convey the tone of a response; which often implies the good or ill-willed nature. I can surely understand your OP frustration at looking forward to a new cigar brand, being on a budget and having limited time (all of which I struggle with), but with a respected brand like Illusione I would suggest not letting one bad experience turn you off.

:tu:tu:tu

I agree this can be very misconstrued and appear out of context through e-mail and texting. How many times have we seen it happen on forums such as this one?!? Dion may have taken your e-mail as offensive, we don't know what you wrote or how it appeared to the reader, so it may just all be a missunderstanding. I was impressed with his fast response, but I too would have taken his reply negatively without knowing the depth of the original e-mail.
I have only had a couple Illusiones so far but none of them had any issues.
This is a great manufacturer and the cigar business is better with them in it, I would give them another try.

[Weelok]

Hah well email sucks as a communication tool for sure. I'm impressed you got a response at all!! Try getting one out of Gracliff or Padron :(

I've had a few Illusione's with tough draws but they were smokable and tasty. Same goes for Don Pepin Torpedos which can have firm draws. Stems are a bummer too. But I'll still smoke the hell out of Illusione's and Pepins.

[mariogolbee]

On a personal level, I don't smoke Illusione's because I don't care for Dion's persona, or the weird ideas and thoughts he's put out there in the past. His response to you was really no surprise to me at all. As far as I'm concerned, he can suck it. :tu
:r I can't get over this post!:r I have nothing against Dion and I love me some Illusione, but Scott's post is just to funny to ignore!