Trouble with JR Cigars

[cuppajack]

A month ago I placed an order w/ JR for a bundle of Connies to pass out at summer BBQs and whatnot. These cigars have still not arrived. Tracking information shows they were "forwarded" by the USPS on 5/29 at which point I made my first of many customer service inquires, all of which were met with terse and unhelpful responses.

I realize that my $30 order is small potatoes to JR's, but that shouldn't' preclude me from receiving prompt and helpful customer service. In an industry as crowded as internet cigar retail there is really no room for sub-par customer service.

I just requested a refund on the order, and the auto-response email that was generated said I should expect a response in "two business days." How is that an acceptable time-frame for reacting to customer concerns?

The lesson here is to stick with the A+ vendors that care about and support our community.

Has anyone else had problems with JR's "customer service?"

 

[WG dog]

never

 

[LilBastage]

I've only used them twice. I didn't have any problems with the service. I do have a big problem with their marketing (bad mouthing competitors, comparing their swill to high quality products, and the increasing amount of BS that goes into the spiel) and that's why I've only used them twice.

Maybe a phone call would serve your purpose a little better?

 

[cuppajack]

Well, this is finally resolved.

Evidently the Postal Service returned the shipment to JRs a week ago, and the credited my account for the price of the bundle. And never told me about it. And they didn't refund the shipping charge.

Which is somehow worse...

 

[Ginseng]

Sorry to hear about that. I've used JR quite a bit but have never had a hiccup thus have not had to use their CS resources.

Wilkey

 

[Diesel Grinch]

I used JR a few times and they had been great. Once got a box of cigars which had a few packed wrong and where damage. Sent me replacements no questioned asked.

DG

 

[MiamiCubano]

I've used JR's on more than a few occassions and never had any difficulties at all. In fact, their customer service, when called upon, has been great. But, I suppose instances like this are bound to happen once in a while, especially when you consider the volume of such a merchant. Still no excuse for being treated rudely by them in person/on the phone however.

Glad you got the situation squared away however...even if you are still out of the Connies. Go get a box of Padron 2000s instead, and pass those out. See...there's a reason this happened. :laugh:

 

[cuppajack]

They refunded the shipping charge, so now they have taken care of me to my satisfaction. It is a tad frustrating that it took a full month to resolve, but they did come through in the end.

I suppose I let me frustrations get the better of me when I started this thread, so I'll put down my torch and pitchfork now.

Sorry for the vitriolic rant.

 

[vortex]

The larger cigar vendors like JR don't have what I classify as "customer service". It's more in the realm of "only recourse open to you".

The smaller companies are much better at handling customers' complaints. At aAtlantic, for instance, you can talk to someone in the humidor who knows about cigars and will follow through on your
concerns.

That's "customer service". :thumbs: