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Cigars International

D

Diesel Grinch

I have Neal's pants.
Joined
May 18, 2005
Messages
1,292
Hi all,

I went for one of those Cigars International weekly specials. The Indian Tabac Super Fuerte Maduro Super-Toro (6x58) deal.

Order the July 21st and I ask them not to ship until the July 29th because I was going to be away. They agreed an on the July 29th they charged me. Well I never received a conformation so on August 2nd I called and was told they where shipping that day and I should have them in a day or two. So I call today again and was told that they misplaced a few boxes and they didn't have anymore. No one ever called me or sent me an E-mail telling me this. I had to call and fine out. The said I could have any other box of Super Fuerte Maduro all smaller ring size or I could be refunded my money.

Now I'm ticked a bit because they charged me and told me they shipped and then I had to call and find out they didn't really ship. Plus since this was a unique size 58 ring I was looking forward to that too. Should I just pick another size, get my money back or what?
 
Does CI have a different customer service division than cbid? I had a mixup like this with cbid and they were far more helpful and willing than this. ???
 
I had/have about the same problem. I asked them to hold an order for a few days so I would be home to get it and they didn't send it at all. Called them up to ask "whazup" and they were sorry and would get my order out that day. They did but it wasn't complete. Once it arrived I called about the missing box. All sold out and I'm awaiting a backorder shipment. At least they are going to ship it free if/when it comes in.
 
Well I call them and asked for the following box of Super Toro Gorilla Maduro which is a 6x58 and the MSRP is just $10 more. They said no as those cost more to them then the ones I ordered. So I just had them refund my money. They had to do it twice as he forgot to refund the shipping. :(


Alex Thank you for the offer. But for the next 5 months I and 3 others get to abuse you in the new box club.
 
I have never had a problem with them in the paast. I would have asked to speak to a manager or supervisor.

The fact that you were already charged they should have made a suitable replacement. Your request for a different box of approximately the same size for only a $10 difference should have been done without a problem. Thats just Customer Service 101 to make up for their screwup.

Sorry to hear about that problem. Unless you are completely soured on CI or they have screwed you before I would give them one more try.

- Jason
 
grand cru no 2 said:
Does CI have a different customer service division than cbid? I had a mixup like this with cbid and they were far more helpful and willing than this. ???
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Sometimes it almost seems completely different. Shipping is less for the same box on CB. CB uses DHL for shipping and CI uses UPS. DHL rocks and shows up quickly, but UPS takes for freakin ever. It definitely seems like there are two completely seperate managers w/ different philosophies over there. ... just my observation.

- C
 
Anyone can make a mistake but what differentiates good folks from lousy folks is how they deal with it. I've had 100% spot on dealings with these guys; hope things work out for you, D.G.

Regards - B.B.S.
 
JAEwing said:
The fact that you were already charged they should have made a suitable replacement. Your request for a different box of approximately the same size for only a $10 difference should have been done without a problem. Thats just Customer Service 101 to make up for their screwup.

Sorry to hear about that problem. Unless you are completely soured on CI or they have screwed you before I would give them one more try.

- Jason
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I agree. When a business screws up on their end, good customer service means they not only fix the "screw up" but go beyond that "a little extra" to keep the customer satisfied and to ensure return business.
Mike and I haven't ordered from CI so I'm not sure whether this is a rarity but from some of the other comments on this thread, it sounds like it doesn't happen too frequently. Guys, let me know if that is not the correct assumption.
Anyway, glad you were happy with the end result. :thumbs:
 
Nope CI and CB are all in the same. If you frequent their boards you will notice they are all one in the same. It just depends on who you get when you call or write. I too agree for a screw-up like that $10 is chump change! They should have given it too you and then some. But hey thats not me and I dont run the show there. Good to see you got your money back and I have had problems with my order but had it corrected by a great salesman. Good luck on your future buys!
 
It must be me. Late Monday 3 days after taking care of this I received an E-mail from Customer Service at CI.

Mr Christopher Tognetti,

You placed an order with us for the Weekly Special Indian Tabac Super
Fuerte Super T Maduro on 8/4/05. And sorry to say we no longer carry
this
and we would like to offer you to pick any Fuerte in the Indian Tabac
for
the same price of the weekly special. Please email or call me back when
you decide. Sorry again and hope to hear from you soon.

cherylm@cigarsinternational.com

Thank You,

Cheryl CI Supervisor

Ext 222

M-F 2-10pm


So then Tuesday morning I sent the following E-mail.


Hi Cheryl,



I would like to say I was very disappointed. I order the cigars on July 21st and asked that they be sent out Friday July 29th. I was going to be away for week and didn't want them to sit at the post office. I was told this would be fine. On July 29th I was charged for the cigars. On August 2nd I call the customer service to ask what was going on. As I never received an E-mail confirmation that the cigars where sent. I was told by the representative that the cigars where being sent out that day and I should have an E-mail soon and the cigars should arrive by Thursday the 4th at the latest.. And she said she was sorry I was charged and nothing was sent. On August 5th I once again had to call as I had received no cigars and no E-mail. At that time I was told that you had over sold them and I wouldn’t be receiving my cigars. I had two choices to pick another cigar or a refund. I was upset as those cigars where being advertise as a unique size and ring gauge. So I did a little looking and found that Indian Tabac Cameroon Super Toro Gorilla Maduro was the same size and the MSRP was just $10 more. So I called back and then told that YOUR cost was greater on those and you weren't willing to take a hit since YOU made the mistake. So I cut MY Loses and Had the rep Refund my money which he had to do twice as he forgot the shipping the first time. Now I receive an E-mail three days after I did all the leg work and took care of everything already. I found the way this issue was handled lacking to say the least. This was surprising as when I did my CBID auctions I didn’t have any issues. Are CI and CBID handle differently?



Take care,

Chris Tognetti



Now I did this thinking that I would get a response back saying we are sorry and please give us a chance in the future. Which I plan to do as my other deals have been fine with them and I did get my money back. Well it's Friday morning and nothing.

I starting to feel bad when I can't even buy friends. :0
 
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