Just had to pass along this experience.
Based on a recommendation from
SmokinStogie.com (
http://thesmokingstogie.squarespace.com/home/tag/601-macho-edicion-limitada-2010), I called and placed an order for an $80 box of 601 LE Machos. I told the young woman who answered the phone what I was looking for and who referred me. She was very nice and polite but was obviously new on the job. In the end, she quoted me a price of $74 and change. I asked if the balance would be applied to shipping to come to the $80 price I saw on the aforementioned blog. She said yes and that my order would ship that day.
A week goes by and no 601 LEs. I call again and get Jose this time. I assume he's the owner/manager and so I ask him what the status of my order is. He says he's glad I called back because he says the young lady who took my order wrote down my information incorrectly--all of it except my first name! Sheesh.
I give Jose my info again and he says he'll ship it that day. Fine, I think; s**te happens, no biggie. Another four business days go by and still no cigars. I call again and Jose says he didn't get a chance to ship because business has been good and he's been so busy...but he'll definitely get my package out that day, promise.
Now yesterday comes and goes and still no cigars. Not only that but the charge on my card is $92+, not the $80 I expected and had been quoted. So I call Jose yet again. He goes on to explain that the girl who quoted me the price was new and that she made a mistake. I replied that I understood but I'd still like him to honor the price I was quoted. He then goes on a rant about how the cigar was only available through him, he had already lowered the price from $13 a stick to $8, and that he had to charge me $12+ in shipping because that was what USPS charged him.
I said again that it was really a matter of principal, it wasn't about the money, so I was really just asking him to simply honor the price I was quoted. Nothing more. He shot back that I was "nickel and dime-ing" him and that "it's only a couple of dollars." Now I was pissed. I spend thousands per year on cigars. But he wouldn't let me get a word in edgewise. He goes on and on, repeating himself I assume in order to try and save himself.
When he finally takes a breath, I comment forcefully that it's not about the money, that it's the principle of the thing. He repeats his "nickel and dime" accusation and we go back and forth for a while. He pisses and moans but finally agrees to give me the refund. I was waiting for just that so I could tell him to keep the money and I'll never order from him again.
Unbelievable. I've never, ever been treated so unprofessionally in the nearly twenty years I've been enjoying fine cigars. But in the last month or so, I've had two very bad experiences. The first was with Atlantic Cigars and now this. I know the economy is bad, but damn, that's just simply no excuse. In fact, one would think it's more critical than ever to retain customers.
Anyway, like I said, just thought I'd share this one.
