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Moving on from Cigar.com

mb92755mb92755 Posts: 34 ✭
in General Discussion
I'm moving on from Cigar.com because of a bad customer service experience. I don't want to rag on the site, the company or the person that I dealt with. If this post gets deleted it's ok. I'm just saying good-bye and good luck to everyone. I've only been following the discussions for a year or so and buying cigars from here for that same time. I just had the one bad experience and don't think I can deal with the company anymore.

I got a couple of bad smokes and have been trying to deal with it for a month with no success. The customer service I got was poor and they don't seem to care if I move on. It's sad to see a business do that to a customer. When it happens you just move on. I have good B&M stores to work with and I'll find good cigar deals online somewhere else.

I've read nothing but good things in this forum about Cigar.com which means they delete the bad stuff or I got the worst customer service person to deal with. I've tried to do it all online. I work days and I'm on the west coast so I can't and don't want to talk on the phone about it. There's a customer service tool online to deal with requests and it doesn't work.

So I move on. Thanks for the knowledge I've gained, that you've shared.
Mike
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Comments

  • ExpendableYouthExpendableYouth Posts: 2,106 ✭✭✭✭✭
    edited July 2015
    Have you tried Kelly, she has given me some of the best customer service I've ever had. Here is her email KMergelsberg@cigar.com, I would try her before you decide to go. I have seen cigar.com bend over backwards to help people and I hope you decide to give it one more try with her I couldn't have nicer things to say about anyone I've worked with at cigar.com. @mb92755
  • Amos_UmwhatAmos_Umwhat Posts: 8,802 ✭✭✭✭✭
    Wow!  Never heard that before.  Just in the last couple months, I've had a couple orders that were wrong.  Phone call, 5 minutes, presto!  It was made right, and then some, both times.  You don't get a lunch break?  You don't have 5 minutes to speak?  I can't imagine Timb not responding to E-mail, I've solved a couple issues like that, too.
    WARNING:  The above post may contain thoughts or ideas known to the State of Caliphornia to cause seething rage, confusion, distemper, nausea, perspiration, sphincter release, or cranial implosion to persons who implicitly trust only one news source, or find themselves at either the left or right political extreme.  Proceed at your own risk.  

    "If you do not read the newspapers you're uninformed.  If you do read the newspapers, you're misinformed." --  Mark Twain
  • rsherman24rsherman24 Posts: 7,212 ✭✭✭✭✭
    Email a rep and I am sure they will resolve your issue.  I wouldn't be surprised if one replies to this post in the near future either.  Great customer service on ccom, but you have to give them a chance to do their job.  

    My favorite cigar list here

  • Dark_RoastDark_Roast Posts: 1,070 ✭✭✭
    Sorry to hear you had a bad experience.  Certainly no company has a 100% success rate with filling orders. But, in my opinion, this company has had 100% success with making it right. Like others suggest I would shoot them an email. Can't hurt to try.
  • peter4jcpeter4jc Posts: 16,471 ✭✭✭✭✭
    Ccom is the bomb.  Hey, I'm a poet!  :-)

    Based on the customer service I've had, it would be my assumption that the only request/complaint they won't fix is an unreasonable one, and I'm sure they've done plenty of those too, just to keep people happy.  But some people can't be made happy.
    "I could've had a Mi Querida!"   Nick Bardis
  • bripperbripper Posts: 74 ✭✭
    Service is unsurpassed at cigar.com  
    Never had even a remotely murky experience. Suggest you contact Sean Lamb.
  • kaspera79kaspera79 Posts: 7,257 ✭✭✭
    Well what else do you need MB.  Except to tell us everything was made right as I would expect. It's not really fair of you to post like this if you only tried to correct a problem online without picking up a phone. Seven years here myself without a single problem.
      Kas.
  • rburke1129rburke1129 Posts: 386 ✭
    I have been placing small orders once or twice a month now for almost 5 years. I got my panties in a bunch one time and complained about receiving a damaged cigar. Andy and Alex both reached out to me to solve the issue. Alex flat out asked me what I wanted to make it right. This was for one cigar in a $50 order. Hard to beat that kind of service.
    Sorry I'm late, but a manure spreader jack-knifed on the Santa Anna.
  • mb92755mb92755 Posts: 34 ✭
    edited July 2015
    I appreciate all the positive feedback. If the boss says he wants to make it right then I'll let him make it right. I thought I had a simple little problem that could easily be fixed. I was actually looking forward to seeing the vaunted Cigar.com customer service in action. That's where the disappointment comes from. It sounds like it's under control.

    Yes I have a phone and I know how to use it. I use it to email, check baseball scores and of course, text my wife.

    Thanks again,
    Mike

    Email's away.
    Post edited by mb92755 on
  • crzydimnd68crzydimnd68 Posts: 139 ✭✭
    Whaaa! Don't let the door hit you in the ass on the way out.
  • mb92755mb92755 Posts: 34 ✭
    edited July 2015
    crzydimnd68 said:
    Whaaa! Don't let the door hit you in the ass on the way out.
    There it is! 
  • EulogyEulogy Posts: 2,463 ✭✭✭✭✭
    I'm sure they'll provide great customer service.  Let us know how this works out for you.
  • danksheehandanksheehan Posts: 46 ✭
    MB, 
    Sorry to hear of your issues.
    Never had an issue with cigar.com Customer Service.
    Sean Lamb is the man.  

    Dan
  • Bob_LukenBob_Luken Posts: 10,710 ✭✭✭✭✭
    edited July 2015
    mb92755 said:
    crzydimnd68 said:
    Whaaa! Don't let the door hit you in the ass on the way out.
    There it is! 
     Sorry, I hate it when guys like (crzydimnd68) punch the accelerator and go "full **** mode" too early. No need for that. We've seen this situation before. Seems like it happens here on this forum a few times a year, some guy posts about a problem. He's blaming ccom but, the rest of us experience such fantastic service from ccom that we have a tendency to look at the complainer and find fault with him. Usually it's too easy to find fault with the guy. and, what follows is just a bunch of bull **** backbiting. I'm sorry it's like that. But, (I'll use a football analogy) it's just sooooooooooo hard for us to believe that ccom would ever drop the ball, unless the pass was bad. They're that good. In your case, maybe there was a technical dead end to your online efforts. If so, I hope you can help ccom improve on that. 
    Post edited by Bob_Luken on
  • Alex_SvensonAlex_Svenson Posts: 1,224 ✭✭✭
    Hi Guys, hearing all the great feedback makes me very happy and Im glad to see so many of you have had positive experiences with Cigar.com.  In the case of Mike, frankly, there is more we should have done to meet his expectations.
  • Lee.mcglynnLee.mcglynn Posts: 5,960 ✭✭✭✭
    Honestly from ordering from ccom I wouldn't shop online anywhere else unless they don't have the product I want...even then they will try to get it somehow. I'm not sure what your problem was but remember cigars are from plants and man made, so no one is the same and a lot of issues can happen down the line. Personally if it was a shipping issue aka damaged goods then really it isn't their fault but I'm sure they will make good. But if it's a manufacturer defect well what really can they do? I know this one idiot from a b&m that tries to return a plugged cigar. Yes he really does and I always laugh at him. If you have something like that well it is what it is lose a couple bucks and just leave it at that
    Money can't buy taste
  • RhamlinRhamlin Posts: 9,022 ✭✭✭✭✭
    mb92755 said:
    crzydimnd68 said:
    Whaaa! Don't let the door hit you in the ass on the way out.
    There it is! 
    Whoa! There's always one around. 
  • RhamlinRhamlin Posts: 9,022 ✭✭✭✭✭
    Yep. I've always had good service. Maybe they didn't always bend over backwards but they always made it right. Even had them match a deal I saw on another site right  after I had just made a purchase of the exact same cigar from them. Almost didn't call but I figured it couldn't hurt. Saved me another few bucks. 
  • SecretSquirrelSecretSquirrel Posts: 864 ✭✭✭✭
    So.. Just scrolling through this thread I saw a grip of responses from official ccom mods,all reaching out to provide service. Where else do you get that kind of customer service from? This is a forum. Which means they must be constantly scouring this place for ways they can help. I call that being proactive and going above and beyond. I'm curious as to what issue your having, because in my experience with customer service, you simply can't make everyone happy, but they sure as hell are trying to.
  • SecretSquirrelSecretSquirrel Posts: 864 ✭✭✭✭
    mb92755 said:
    crzydimnd68 said:
    Whaaa! Don't let the door hit you in the ass on the way out.
    There it is! 
    This is a forum member, not a moderator or service rep. Insert grain of salt here..
  • YankeeManYankeeMan Posts: 2,654 ✭✭✭✭✭
    I left ccom's evil twin because of a service problem.  I gave everyone a chance to fix it, including supervisors, to no avail.  I now deal exclusively with ccom when I order online.

    In the few rare case where there was a glitch, it was not only taken care immediately, but above and beyond. 
  • 0patience0patience Posts: 10,665 ✭✭✭✭✭
    crzydimnd68 said:
    Whaaa! Don't let the door hit you in the ass on the way out.
    You are a special kind of stupid, aren't you?

    Don't worry, I won't let the door hit me on the way out.
    It's idiots like you that people are leaving this place.

    CYA!
    I'm out.
    In Fumo Pax
    Money can't buy happiness, but it can buy cigars and that's close enough.

    Wylaff said:
    Atmospheric pressure and crap.
  • ExpendableYouthExpendableYouth Posts: 2,106 ✭✭✭✭✭
    you can leave @0patience there are too many dicks running the real members off. That mug was super badass as well.
  • Dark_RoastDark_Roast Posts: 1,070 ✭✭✭
    ^ I hope you meant can't. 0patience - I know for a while I was being negative and am not proud of it. Hope you reconsider leaving. 
  • ExpendableYouthExpendableYouth Posts: 2,106 ✭✭✭✭✭
    I did mean can't, you can't leave 0patience you make the forum better.
  • TridentTrident Posts: 2,562 ✭✭✭✭
    mb92755 said:
    I'm moving on from Cigar.com because of a bad customer service experience. I don't want to rag on the site, the company or the person that I dealt with. If this post gets deleted it's ok. I'm just saying good-bye and good luck to everyone. I've only been following the discussions for a year or so and buying cigars from here for that same time. I just had the one bad experience and don't think I can deal with the company anymore.

    I got a couple of bad smokes and have been trying to deal with it for a month with no success. The customer service I got was poor and they don't seem to care if I move on. It's sad to see a business do that to a customer. When it happens you just move on. I have good B&M stores to work with and I'll find good cigar deals online somewhere else.

    I've read nothing but good things in this forum about Cigar.com which means they delete the bad stuff or I got the worst customer service person to deal with. I've tried to do it all online. I work days and I'm on the west coast so I can't and don't want to talk on the phone about it. There's a customer service tool online to deal with requests and it doesn't work.

    So I move on. Thanks for the knowledge I've gained, that you've shared.
    Mike
    I'm very sad to hear about your experience.  I have been around for a few years, and I would tell you to give it another shot.  I hope your experience has been corrected, and if not im sure alex and tim, and andy, and kelly will all do their best to make it right.  I have met some of the most outstanding people on this site, and I hope you reconsider and take the time to get to know some of the brothers.  It is a very tight community, and there have been numerous instances when brothers and sisters have helped me out.  Hope to see you around still, but if not, hope you do find a place in the community you can call home, as I have found this place.
  • mb92755mb92755 Posts: 34 ✭
    I really didn't expect all the good feedback. If so many are that convinced that my experience is an outlier I owe it to Cigar.com to give them the benefit of the doubt. It never occurred to me to email the boss.

    I've had duds in bundles and tried new things that just didn't measure up. It happens. Put it on the list list and don't order that brand.

    Alex wants to use it as a learning experience and improve the system. I make metal for aerospace and advanced physics so I can appreciate that business model.
    Mike
  • jarublajarubla Posts: 2,329 ✭✭✭✭✭
    Goodonya Mike.

    This company really does do it right. I've only had to interact 1x on an issue, and the customer service was top notch--fast, friendly, and made it right. 

    IMHO, things are going to go wrong, that is just reailty in business; the execution afterwards is what separates mediocre customer service from stellar customer service, and Ccom really has stellar customer service. 

    It is absolutely one of the things which keeps me here.

    -Jay
    “There’ll be two dates on your tombstone and all your friends will read ’em but all that’s gonna matter is that little dash between ’em.” -Kevin Welch
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