Just saying that was my first and only experience with Reinado to date. Maybe that was the exception because it was a very limited edition cigar. If they didn't have the cigars in stock yet and that was actually a pre-order I was not aware of it, and there wasn't much communication from them to make that clear as far as I remember.
I agree that most places do a much better job of communicating and being expedient. Not saying I'm about to order from DLC, but who knows how deep this new owner is in the mess left by the predecessor, we know he's dealing with it on a global scale. Hopefully he'll sweeten the deal for Emerson to try and make up for it.
I imagine the cigar biz has to be pretty lucrative. I know sales tax cab suck but the competition for large scale retailers doesn't seem bad. And I imagine the margins are pretty reasonable for what would be classified by most as a luxury item.
I just want a tracking number...it's easy to change the order status to shipped
How difficult is it to respond to an email, phone call, PM and provide a tracking number?
Couldn't agree more. They say they are making things right but so far we aren't seeing or hearing about or from anyone that has been taken care of. If anything it seems to me as if business is running as it always has been (bad customer service). It really is too bad.
Well, I received my tracking number today! We'll see, I'll keep y'all posted!
Hello Emerson. Here is your tracking number: 9405510898680012632540
Dirty Leaf Cigars Customer Service
OK, I have a few questions now! I was told that the previous servers were wiped, and that they didn't have any of the old information about orders and the like. However, my order got shipped to the address that was on the old order? Could someone tell me how that happened?
That address was in the original email you sent us Emerson. But regardless, we do still have some things physically on file, we just don't have the original accounts people created.
We're getting their guys and I promise we will soon be where we want to be. I understand things are not yet perfect, but we will do our best to get there.
Ok all I can say is the guys on the site are ticked so why don't you as much as possible correct the issues. Very simple maybe but if I paid and you took the payment than deliver that is all the geeks are asking. Make it your mandate make it right that is all anyone is asking.
I had sent emails to y'all telling you that after 6 months or so, I had moved. See my profile on here for my updated address that I had sent y'all in later emails, and the address on the new profile on YOUR website that I had to make for someone there so they could send me my order.
Just another reason that waiting a year to send a package sucks!
I've got a call in to my ex neighbor to see if he might be able to round up the package from the new owners at the house. I'll be within about 30 minutes of there Monday, so i may have to drive there to get it if he can find it.
Dirty Leaf Cigars, I offer you my vast experience in retail sales, customer service expertise, along with customer relations and retention experience. If you want this done right, quit posting and call an expert! I'm not a braggart by any means, but I do know how to service and retain clients that are spending tens of thousands of dollars every day in my current position. I am extremely confident that I can help you. Y'all need to do something fast and faster, or you might as well get out of the business of selling cigars.
^^^^ This is completely unacceptable. Especially if DLC is truly trying to "win back" customers here on CG.
What is happening here with DLC definitely seems as though they are attempting to sell from and inventory they do not have and are trusting they can get the product for resale after orders are placed, not working so well. A quick google earth search of the DLC address shows a home in a residential area with what certainly seems not large enough to house the inventory the website tries to emulate.
"Why is Dirty Leaf Cigars different from those other cigar sites? Well, we'll tell you why. Dirty Leaf will quickly become the first and last name for all your smokey needs." I believe they are quickly becoming the last IMHO
I recently placed and order with P&C late Thursday afternoon and Friday morning as soon as I checked my emails there was confirmation and tracking. THAT is how a good online retailer does business.
nirab - 11/1/2015 10:51 AM Dirty Leaf Cigars, I offer you my vast experience in retail sales, customer service expertise, along with customer relations and retention experience. If you want this done right, quit posting and call an expert! I'm not a braggart by any means, but I do know how to service and retain clients that are spending tens of thousands of dollars every day in my current position. I am extremely confident that I can help you. Y'all need to do something fast and faster, or you might as well get out of the business of selling cigars. You know how to contact me!
In New Jersey this would rise to a criminal charge under the deceptive business practices statute...
At this point you ought to cancel the charge through your credit card company or PayPal. They haven't even responded to your non-delivery issue here in the forum even though they have posted recently. Sorry, but this one smells really bad . . .
The Mail Order Rule within the FTC allows a customer to cancel their order anytime up until it ships... if a retailer subsequently ships product to the customer, the customer is not obligated to pay for the goods and said company is responsible for arranging pick up.
Any charge on your credit card after a cancellation has been initiated can be disputed, with high rates of success, with your CC company. Furthermore, your State's Attorney General's office should also be notified.
Finally, any mail order that is not shipped within the time frame acknowledged on a) the company's web site or b) the company's order confirmation subjects the company to obtaining permission to extend the time to ship.
At this point, it would appear DLC has violated this rule on ThinBlueLine's order and most certainly on McBryde's order last year.
DLC's shipping information on their web site: "Orders ship within 1-3 days from receipt. Orders within the US normally arrive in 5 to 7 days and international orders normally arrive in 10-14 days. Unlike our competitors, we process orders EVERY SINGLE DAY and ship them 6 days a week."
FTC Rule: "If, after taking the customer’s order, you learn that you cannot ship within the time you stated or within 30 days, you must seek the customer’s consent to the delayed shipment. If you cannot obtain the customer’s consent to the delay -- either because it is not a situation in which you are permitted to treat the customer’s silence as consent and the customer has not expressly consented to the delay, or because the customer has expressly refused to consent -- you must, without being asked, promptly refund all the money the customer paid you for the unshipped merchandise."