My husband mentioned that a thread is running regarding CheapHumidors. Remember, everyone is happy with a company’s customer service when they have no problems or issues to report…a company’s true test of their customer service is when a customer has a problem or issue and how the company handles it. Dave at CheapHumidors failed miserably. I currently have an active complaint filed with the West Florida Better Business Bureau against CheapHumidors.
Here’s my recent experience with Dave.
November 24, 2008 – Ordered 25-50 glass top humidor from CheapHumidors. I received the humidor the following week, opened the box for a quick inspection, wrapped it in Christmas paper and placed it beneath the tree.
December 23, 2008 – My husband opens the humidor to find the top right corner is damaged/crushed and touched up with a furniture marker.
December 23, 2008 – Sent the following e-mail to Dave:
The humidor ordered from your company was a gift to my husband for Christmas. Upon opening the humidor we noticed that the back right corner (the lid of the humidor) was crushed. What is interesting is that it appears to be touched up with a colored marker...most likely damaged during manufacturing. Since this is a Christmas gift and a gift that will be used for a lifetime, I would like to return the humidor for a replacement. Please send a pre-shipping label.
December 24, 2008 – Dave response:
I am very sorry to hear that one of our products arrived to you in less than perfect condition. We take precautions to ensure that items arrive safely, although sometimes problems do occur.
We have a few options, and will be happy to entertain either of them for you.
1) We can send a replacement. This requires us filing a claim with the shipping company and them picking the item up for inspection. The damaged item must be placed in all original packaging and available for pickup. Pickup typically takes 1-3 days, and the claim takes around 5-7 days. Once the claim is complete we can send a replacement item to you at no additional expense.
2) We can offer you a discount on the item you received to keep it as an imperfect. This typically takes us 1-2 days to complete and the amount it credited back to your account
3) We can offer a store credit if you wish to keep the item. This is generally more than the discount offered in option 2.
Please just let us know which course of action you wish for us to take and we will be happy to put the gears in motion.
We want to make sure you are 100% satisfied.
December 25, 2008 – My response:
I would like to have the item replaced since it was a Christmas gift. The ding in the corner is very noticeable. It appears it was touched up with a furniture marker before shipping. What do I need to do other than have the humidor in the original box and ready for shipping?
December 26, 2008 – Dave’s response:
I am sorry, the only option we have right now is a store credit or discount on your card since it is 30 days since the damage was reported on the item.
December 26, 2008 – My response:
You have to be kidding...right! I ordered the humidor on November 24 and sent an e-mail notifying you of the damage on December 23rd. It was a Christmas present and was not opened until December 23rd. Plus, it is obvious the damage was caused during manufacturing and covered up with a brown marker.
December 26, 2008 – Dave’s response:
The problem is that you can't wait 25+ days after receipt to notify us of damage. It is too late to file a claim with the shipper.
December 26, 2008 – My response:
The shipper is not the problem...the damage was done during manufacturing and covered up with a marker. It appears that you want the shipper to pay for your product that was damaged during manufacturing instead of standing behind your product.
I am still requesting a replacement....nothing more.
December 26, 2008 – Dave’s response:
Normally a customer would notify us within a few days of receipt to let us know of a problem. We do not honor claims after 25 days. However, if you wish to send the item back we will replace it for you as a coutesy. Our address is: 217 Hobbs St #106 Tampa, FL 33619
December 26, 2008 – My response:
Thank you...this is all I wanted. I am disappointed that you initially tried to put the blame off on the shipping company and then turned the blame to me when it was damaged (and covered up) during manufacturing.
December 27, 2008 – My final response:
Dave,
After careful consideration, I am no longer interested in a replacement humidor. That was a viable option early in our correspondence. After receiving many e-mails from you and seeing first-hand how your policy/story changes from one e-mail to the next I am reluctant to send you the damaged humidor (at my expense) in hopes of you sending a replacement.
The first e-mail I received from you stated that a shipping pickup would be issued…but that is when you were trying to get the shipping company to pick up the tab. You also need to read your web page, your last e-mail says that you do not honor claims after 25 days but your web site states a 30 day money back guarantee. It doesn’t matter if a customer contacts you on the 1st or the 30th day after purchase; you have a 30 day money back guarantee.
