I enjoy the Iconic Recluse OTGs, and finally decided to splurge on a box. Smoke Inn is doing a special where you get a free box of 9 Sidewinders (3 vitolas/ 3 blends) with any box of Iconics. I pulled the trigger and put in my order (along with an "FDA can Kiss my Ash" T-shirt).
It took a couple of days for the order to ship, but no big deal; sometimes stocks are low or other order processing issues take place. I got the shipping confirmation and waited for my box of yummies.
After a few days, the shipping info didn't update. So, I gave them a call and was told that the post office probably lost the package.
Here is the upshot. A new order is being sent my way via express shipping, and they sent me a generous gift certificate (worth about 20% of my original purchase).
I have had nothing but good experiences with them. I had a question about one of their weekly specials and called them. In the conversation and the processing of my order, the subject of them having to charge me Florida's state sales tax came up. I wasn't bitching or anything like that, and I think their salesperson was actually the one who brought it up. At any rate, I wound up with a couple extra cigars and a ballcap. And the hand-signed "Thank you" with every order is still something other vendors could pick up on.
As a follow up, Abe (the owner of Smoke Inn) sent a message directly to me apologizing for the mishap. They really do care about their customer satisfaction. I wish that more companies acted like this.