I think it's important to give kudos for good service, and that's what this post is.

Some of you know I've been a customer of Atlantic for a while.  I got an email from them telling me that they had Viaje Holiday blend in stock, so I jumped on it.  While there, I threw in a few other items  -- once you pop, you can't stop, you know?

Ran into a problem at checkout.  In simple terms, after I viewed my car, I clicked the CHECKOUT button, and I ran into problems with the handoff to the secure server to process the transaction.  It hung a few times, and then the site showed my cart as empty, so I refilled it again.  When I finally succeeded in getting to the secure purchase page, though, it showed duplicate items in my cart.  I had to remove them  from the cart, but then the handoff to the secure transaction server hung.  Grrr.

I sent an email to Atlantic customer service reporting the problem.  I got a quick response (but in the meantime I came up with a workaround on my own and completed the transaction), and provided a detailed explanation.  I understand the importance of step by step error reporting so that the problem can be reproduced and the bug fixed, so I took the time to do that.  

When my shipment arrived, the good folks at Atlantic threw in a few extra sticks to thank me for taking the time to give a detailed description of the problem.  I think that was a nice touch, and much appreciated.  

Thanks, guys.

That is great service.  Way to go Eddie and way to go Atlantic.

Well that's a nice gesture on their part.  Gald you made out, Eddie.

I've bought from them twice, and had mixed results.  When I ordered the Camacho Travel Bag with the 2007 cigars, it arrived without any issues. But when I bought some singles only (including a few higher end singles), it took them a week to deliver and they arrived hard as rocks, and when I emailed them my problem, they didn't even bother to respond.  

So for me, the jury is still out on whether I will do more business there.  But, weak as I am on cigars, I might if the right deal comes along.  

Thanks for sharing the info, Eddie. Atlantic, thank you for treating my BOTL with

I have bought from Atlantic ~ 5 times, and I've not had any problems.

I have learned to ALWAYS check them before I buy sticks, especially high end cigars - they have excellent prices. Sometimes 25% lower than the next best option.

And both Atlantic and Holt's will match prices, something I've been using lately as well, to get better pricing.

This month I was looking at buying a box of cigars from them.  At the item, for the price, it had email for price.  I did.  They emailed me a price. When I called and talked to the guy who sent me the email, he wouldn't honor the price because he said he had mistakenly quoted me the VIP price.  The price he sent me was only 5% less than their regular price, but he wouldn't honor it.

QuoteShukpaw - 12/31/2010  3:15 PM

This month I was looking at buying a box of cigars from them.  At the item, for the price, it had email for price.  I did.  They emailed me a price. When I called and talked to the guy who sent me the email, he wouldn't honor the price because he said he had mistakenly quoted me the VIP price.  The price he sent me was only 5% less than their regular price, but he wouldn't honor it.

That's when it's time to speak to his supervisor... the guy probably didn't want to get into trouble for his mistake but anyone in charge at a retailer who loses a sale on a box of cigars over a 5% misunderstanding is an idiot.

QuoteROTHNH - 12/31/2010  3:24 PM

QuoteShukpaw - 12/31/2010  3:15 PM

This month I was looking at buying a box of cigars from them.  At the item, for the price, it had email for price.  I did.  They emailed me a price. When I called and talked to the guy who sent me the email, he wouldn't honor the price because he said he had mistakenly quoted me the VIP price.  The price he sent me was only 5% less than their regular price, but he wouldn't honor it.

That's when it's time to speak to his supervisor... the guy probably didn't want to get into trouble for his mistake but anyone in charge at a retailer who loses a sale on a box of cigars over a 5% misunderstanding is an idiot.

QuoteBrlesq - 12/31/2010  1:45 PM

Well that's a nice gesture on their part.  Gald you made out, Eddie.

I've bought from them twice, and had mixed results.  When I ordered the Camacho Travel Bag with the 2007 cigars, it arrived without any issues. But when I bought some singles only (including a few higher end singles), it took them a week to deliver and they arrived hard as rocks, and when I emailed them my problem, they didn't even bother to respond.  

So for me, the jury is still out on whether I will do more business there.  But, weak as I am on cigars, I might if the right deal comes along.  

That's not cool.  Thanks for sharing that experience.  More information about retailers empowers us as customers.

Thanks for all the feedback, guys.  I've been looking at some of their prices, and they definitely are competitive.  My previous two transactions with them went well, FWIW.

QuoteShukpaw - 12/31/2010  12:15 PM

This month I was looking at buying a box of cigars from them.  At the item, for the price, it had email for price.  I did.  They emailed me a price. When I called and talked to the guy who sent me the email, he wouldn't honor the price because he said he had mistakenly quoted me the VIP price.  The price he sent me was only 5% less than their regular price, but he wouldn't honor it.

My last email interaction with Atlantic went similarly, as in  

I've only ever had good experiences with Atlantic. I've dealt with them personally twice now, and my brother in law has made multiple orders from them. Neither of us have ever ran into any trouble, and the people that we've dealt with were always helpful and friendly.

I have only ordered from them once, for a box of Casa  Fernandez and a build-your-own sampler.  I had no issues, and received the order within an acceptable time.

They are at the top of my list for a future purchase of 601 Green.

I've ordered from them a couple of times with no problems...