I thought I would share a story of fantastic customer appreciation from a local B&M (as the sarcasm drips off the page). I would have shared this story in a more timely manner but I haven’t been online much as of late.
Since I moved into my new home three years ago I don’t visit this particular B&M more than 5-6 times per year (it is 25 miles away from my home). However, whenever I am even remotely near this B&M, I will go in and purchase a few premium cigars to support B&Ms. They also have my name and e-mail address for their Fuente holiday release notification list. On Friday, December 15th, I sent them an e-mail in the morning to see if the Opus X and Anejo shipment arrived. They did not respond to my e-mail. Nonetheless, since my wife had a doctor’s appointment in the area that afternoon, I took the train home from work to a stop near the B&M rather than my usual stop much farther down the line. I walked to the store from the train stop and asked if they received any Anejos yet. The owner said that they did earlier that morning (they open at 11 and it was now 3) but he already sold out (limit two per customer). Not surprising, at decent, and even not so decent, prices, these sell out quickly. I noticed three boxes of Opus X - DC, xXx and SB. I asked if I could purchase two of each. I was told that they were making the price stickers for them and that I would have to come back, perhaps the next day, to purchase them. Somewhat surprised by his response, especially since he is the owner, I politely explained that I don't live nearby anymore and asked if he could just sell two DCs based on the box price. Again I was told I would have to wait until the stickers are ready. I gently put the PAM 64s in my hand back in the box, said thank you and left. I suspect he may have been saving them for his more regular customers, which is fine, but it sure would have come across better if he just told me that rather than telling me he couldn't sell them until the price stickers were affixed. As an aside, neither was my e-mail inquiry replied to nor was I notified of the Fuente holiday releases per their e-mail notification list. I wasn’t going to lose my cool over a few Opus X.
This in and of itself does not merit such a lengthy post. Later that night I spoke to a fellow BOTL who must have been in there not long after I left. This BOTL is a big guy, 6'6" and just a big guy. He walks in and buys $100 worth of cigars from this shop. After paying, he lights up a special cigar he was gifted that he brought with him. The owner tells him he can't smoke in the store because the guy isn't old enough to smoke. Yes, he just sold the guy cigars. So he cards this guy and sees that he is 24 years old. He then tells the guy he can't smoke in his store because he is not a member of the "lounge club" and tells him to leave the store after the BOL just lit a Monte No. 2. By the way, the "lounge" is comprised of four chairs, a table and a TV in plain sight at the back of the store and there are no signs indicating the space is not open to the public.
Sorry for rambling. Moral of the story is this: if you fortunate enough to have a good, local B&M, appreciate it because there are many out there who do not.
Have a safe and Happy New Year!
David
Since I moved into my new home three years ago I don’t visit this particular B&M more than 5-6 times per year (it is 25 miles away from my home). However, whenever I am even remotely near this B&M, I will go in and purchase a few premium cigars to support B&Ms. They also have my name and e-mail address for their Fuente holiday release notification list. On Friday, December 15th, I sent them an e-mail in the morning to see if the Opus X and Anejo shipment arrived. They did not respond to my e-mail. Nonetheless, since my wife had a doctor’s appointment in the area that afternoon, I took the train home from work to a stop near the B&M rather than my usual stop much farther down the line. I walked to the store from the train stop and asked if they received any Anejos yet. The owner said that they did earlier that morning (they open at 11 and it was now 3) but he already sold out (limit two per customer). Not surprising, at decent, and even not so decent, prices, these sell out quickly. I noticed three boxes of Opus X - DC, xXx and SB. I asked if I could purchase two of each. I was told that they were making the price stickers for them and that I would have to come back, perhaps the next day, to purchase them. Somewhat surprised by his response, especially since he is the owner, I politely explained that I don't live nearby anymore and asked if he could just sell two DCs based on the box price. Again I was told I would have to wait until the stickers are ready. I gently put the PAM 64s in my hand back in the box, said thank you and left. I suspect he may have been saving them for his more regular customers, which is fine, but it sure would have come across better if he just told me that rather than telling me he couldn't sell them until the price stickers were affixed. As an aside, neither was my e-mail inquiry replied to nor was I notified of the Fuente holiday releases per their e-mail notification list. I wasn’t going to lose my cool over a few Opus X.
This in and of itself does not merit such a lengthy post. Later that night I spoke to a fellow BOTL who must have been in there not long after I left. This BOTL is a big guy, 6'6" and just a big guy. He walks in and buys $100 worth of cigars from this shop. After paying, he lights up a special cigar he was gifted that he brought with him. The owner tells him he can't smoke in the store because the guy isn't old enough to smoke. Yes, he just sold the guy cigars. So he cards this guy and sees that he is 24 years old. He then tells the guy he can't smoke in his store because he is not a member of the "lounge club" and tells him to leave the store after the BOL just lit a Monte No. 2. By the way, the "lounge" is comprised of four chairs, a table and a TV in plain sight at the back of the store and there are no signs indicating the space is not open to the public.
Sorry for rambling. Moral of the story is this: if you fortunate enough to have a good, local B&M, appreciate it because there are many out there who do not.
Have a safe and Happy New Year!
David
. If you ever get to Kansas City, be sure to hit the Outlaw Cigar Co., they will make up for it.......x100 
