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-   -   Mad as heck at a retailer (http://www.cigarasylum.com/vb/showthread.php?t=21749)

Ashcan Bill 09-21-2009 01:53 PM
Re: Mad as heck at a retailer
 
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 09-21-2009 02:03 PM
Re: Mad as heck at a retailer
 
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 09-21-2009 02:45 PM
Re: Mad as heck at a retailer
 
How about listing some online sites that were painless?

MajorCaptSilly 09-21-2009 02:50 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by memnoc (Post 560823)
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 09-21-2009 04:20 PM
Re: Mad as heck at a retailer
 
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 09-21-2009 04:24 PM
Re: Mad as heck at a retailer
 
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 09-21-2009 04:25 PM
Re: Mad as heck at a retailer
 
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 09-21-2009 04:30 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by memnoc (Post 560823)
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 09-21-2009 04:36 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by MajorCaptSilly (Post 560711)
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?mai...roducts_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 09-21-2009 04:37 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by captain53 (Post 560993)
Famous Smoke Shop - Great Folks, been buying regular there for over 5 years without a single problem.
:tpd: Never Had a problem!:tu

Dunkel 09-21-2009 06:01 PM
Re: Mad as heck at a retailer
 
Well handled MCS! There's plenty of sites that give great service, this obviously is not one of them.

Texan in Mexico 09-21-2009 06:41 PM
Re: Mad as heck at a retailer
 
I agree, you handled yourself in a gentlemanly fashion and they simply did not act accordingly.

captain53 09-21-2009 07:08 PM
Re: Mad as heck at a retailer
 
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-o...-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 09-21-2009 07:13 PM
Re: Mad as heck at a retailer
 
Anyone heard from Alex? Didn't he start working there recently?

Genetic Defect 09-21-2009 10:22 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by kelmac07 (Post 561282)
Anyone heard from Alex? Didn't he start working there recently?
negative on him working there.

Starz26 09-22-2009 07:20 AM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by Big Vito (Post 561537)
negative on him working there.
According to his thread he was.....

http://www.cigarasylum.com/vb/showpo...77&postcount=2

CigarNut 09-22-2009 07:25 AM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by Brooks W (Post 559871)
Leaf and Ale is good people :)

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

Genetic Defect 09-22-2009 09:56 AM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by Starz26 (Post 561899)
According to his thread he was.....

http://www.cigarasylum.com/vb/showpo...77&postcount=2
Okay, I was wrong

SNKBYT 09-22-2009 06:16 PM
Re: Mad as heck at a retailer
 
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 09-22-2009 06:18 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by snkbyt (Post 563090)
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 09-22-2009 06:31 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by snkbyt (Post 563090)
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 09-22-2009 06:32 PM
Re: Mad as heck at a retailer
 
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 09-22-2009 06:35 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by MajorCaptSilly (Post 563118)
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 09-22-2009 06:45 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by BlackDog (Post 563124)
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 09-22-2009 06:47 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by BlackDog (Post 563124)
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 09-22-2009 06:55 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by MajorCaptSilly (Post 563118)
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 09-23-2009 06:22 AM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by leafandale (Post 559787)
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 09-23-2009 11:45 AM
Re: Mad as heck at a retailer
 
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 09-23-2009 11:56 AM
Re: Mad as heck at a retailer
 
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 09-23-2009 12:30 PM
Re: Mad as heck at a retailer
 
Nicely done, Alex!:tu

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

kelmac07 09-23-2009 12:35 PM
Re: Mad as heck at a retailer
 
MCS...you handled this situation quite admirably, Hats off to you brother!! Way to step in and square things away Alex. :tu

SNKBYT 09-23-2009 12:38 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by kelmac07 (Post 564290)
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 09-23-2009 02:23 PM
Re: Mad as heck at a retailer
 
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/showpo...1&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 09-23-2009 03:16 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by snkbyt (Post 564295)
Tom fixed it...I just brought it to his attention
Thanks for helping resolve this, Alex!:tu

SNKBYT 09-24-2009 07:38 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by Starz26 (Post 564421)
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/showpo...1&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 10-09-2009 01:02 PM
Re: Mad as heck at a retailer
 
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 10-09-2009 01:42 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by MajorCaptSilly (Post 592405)
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. 10-09-2009 05:26 PM
Re: Mad as heck at a retailer
 
Wow. WTF

Mr Edmundo 10-09-2009 05:34 PM
Re: Mad as heck at a retailer
 
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 10-09-2009 08:58 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by Mr Edmundo (Post 592736)
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 10-10-2009 12:23 PM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by MajorCaptSilly (Post 593010)
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 10-10-2009 12:29 PM
Re: Mad as heck at a retailer
 
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 10-27-2009 05:29 AM
Re: Mad as heck at a retailer
 
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 10-27-2009 05:32 AM
Re: Mad as heck at a retailer
 
Quote:
Originally Posted by MajorCaptSilly (Post 619216)
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?;)


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