serious problem with cigar.com integrity
Hi fellow cigar-enthusiasts, just wanted to share an unfortunate incident. Cigar.com really dropped the ball on this. I recently placed an order which was never received. I subsequently learned after speaking with an extremely arrogant customer service rep named Matt, that despite clear instructions for delivery to my home address, my order was shipped to a location used on a previous order. I was told "this is our policy" (that is an actual quote). Their policy essentially disregards current delivery instructions and "defaults" delivery to the previously used location. When I requested either a refund or that my order be filled as submitted I was told by Matt, "That's not going to happen" (I requested to speak with a supervisor, was told none available but one would call me shortly - that call never came).
Below is part of the reply received from a Becky in customer service (actually it's customer non-service). I filed a dispute with AMEX since Cigar.com refused to work with me - and this dispute now becomes the excuse as to why Cigar.com will not resolve my issue. Truly unbelievable.
We apologize for the confusion concerning this order. At this time, we will not be able to move forward with a resolution because a charge dispute was initiated on the order. We are unable to provide any options for a solution until the dispute is settled. Please contact us at 800-357-9800 for further details.
If you have any additional questions or concerns, please let us know, and we will be happy to assist you.