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Problem with a vendor

nfulton

nfulton

Well-Known Member
Joined
Jan 25, 2006
Messages
1,515
Location
Marietta, OH
I purchase some Fundadores that came moldy and cracked to hell. I emailed the vendor and they asked for pics. No problem. I sent the pics and told them I would wait to see what they said. They said they would either return my money, or wait until I placed another order to replace the cigars. Now, I have an internet business so I somewhat understand where they are coming from, but why should I have to purchase more to get what I have already purchased. It just seems kind of wrong. I'm not asking for them to go out of their way, and I know that they didn't do that to the cigars, but should't they stand behind the product without forcing me to buy something else. I am not outting anybody becuase they did offer to refund my money. What do you think?
 
Get your money back. Do they fully understand that the cigars are not smokable?
 
Get your money back. If it were me I wouldn't be buying from them again anyway....
 
Agreed. If they are willing to refund, INCLUDING SHIPPING, I would probably take them up on that. Did you ask them to replace imediately and they refused? Perhaps if you inform them that you are not buying any more smokes in the near future.
 
I had a similar situation recently with two different vendors' "customer service" departments. Surprisingly, a call back and a different helper, solved the problem quickly and I was left feeling like I was still getting a good deal.

In your case, it could simply be a "translation" error. In other words, what they are refering to as your next order may be their way of saying exchange. Of course, I could be all wrong, and they are trying to save themselves shipping costs and or generate more income from you.

If it was me, I would call them and get it straight.
 
I would say take the refund unless you have a long history with this vendor and it was something totally out of the norm.
 
Because of the horrific tax in Cali 47% I do a lot of internet buying after trying the smoke from a local B&M. I have had 1 bad internet experience, I agree with the rest of the guys I would not deal with someone who has already sold suspect product even if not intentionally, but that is IMHO as a Newbie. :)
 
I have to agree, get your money back. From a retailers point of view, after I saw the pictures and checked to make sure they were packaged properly (purely so I can vent on the person that packed them improperly if that was the case) I would ship you out some more with a call tag for the damaged ones (Unless the value on them is minimal) so I can check them out. If it was a single damaged stick we of course would prefer just to refund your money, especially when shipping is twice as much as the cigar. :rolleyes:

Personally I'd never order from that vendor again. Also, you have to realize that when you bargain shop, you get what you pay for in quality and service.
 
I once received some cigars from a vendor that were damaged and was given the option of replacement or refund and I waited for the replacement in the next shipment. But that was OK with me. Refund is probably correct if the entire box is damaged, I only had a few out of the box that were damaged. Was shipping included? ;)
 
Get your money back and NEVER use them again! I'd be interested to know who the vendor is...PM me if you'd like to.

Being an internet business myself let me tell you, the customer is always right! I've only had a problem twice with customers that ordered beans from me and wanted their money back. "Fine, not a problem...just mail the unused baens back to me and I'll refund all your money, even shipping cost" Well, one of the guys said the beans were "burnt to a crisp and undrinkable" and instead of sending them back he offered them on another board's trading room. His offer was that the first person that would pay the postage could have them. The guy that picked up the beans is a very regular client of mine...he reported back to me that the bags were unopened when he got them, and that they wer fantastic!!!

Great customer service is one of the biggest part of my business...I'm sure many of you who also have an internet business fell the same.
 
Well, Mr Jerry. I seem to have ordered some coffee for my sweetie this past week and not only did I get a "customer service call" from someone, I was also given advice and other tid bits that went above the call of customer service. This man knows what he is talking about!

I do want everyone to understand that with respect to said vendor, previous purchases had been top notch. My concern was with the specifics of the return policy. This wasn't a fly-by-night company or a super-discount shop and I am sure they are above the board. I have just learned the lesson that I should read the return policies before I purchase anything.
 
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