Orders With C.com
Anyone, anyone at all, having problems.
Appears we can no longer call our favorite account manager. Is that right?
Put in two orders about 4 months ago and they were both screwed up, Emails did no good.
I want to smoke a real cigar again but I am afraid to call.
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Comments
Paging @TheCigarChick, JD needs help.
I ordered a daily deal for Fathers day gift. Was delivered ealier than estimated, no issues.
It's not about not being able to call, it's about being able to get through via any medium. Since mid-March when the world retreated to the safety of their homes, every cigar smoker in America started to order online, basically CI, CCOM, Thompson, and JR took all the business nationwide. No company is equipped for that kind of overnight growth, and especially during a worldwide pandemic.
I know so many people who have said, "Well, just hire more people - that's not hard." It unfortunately isn't easy when you factor in social distancing to prevent our Customer Service and warehouse employees from potentially getting ill. Whether it makes any difference to anyone, it takes over two months of training before any CSR for any of our businesses is allowed to operate solo. CCOM actually takes a bit longer as we prefer to have our CSRs to complete a more rigorous level of training.
The poor folks in our Call Center and Warehouse have been working like dogs, to put it bluntly. The phone lines are always jammed, many of the reps have hundreds upon hundreds of emails in their inboxes that are difficult to answer when on the phone back-to-back with other customers, and UPS and USPS are damaging and delaying parcel delivery every day. When you put it together, I'd call it a ****-storm to be honest.
I am not making excuses for order or CSR issues, so please don't confuse this semi vent session: I just feel like you folks here on the Forum as long-time customers deserve the truth as to how things have been for the past five months. On behalf of all CCOM, we are truly grateful for your patronage and your loyalty, and are very sorry things aren't as simple as they were back in the winter.
We have no idea what the immediate future is like, but it's even to the point where I'm trying to help the Call Center when I'm not in meetings during the workday, and then I do my actual regular work until midnight most times. I take customer satisfaction very seriously, and if I can help even a few folks on some days, I know I've helped lesson the burden on other employees.
@jd50ae Please send me which orders were erroneously filled, as well as your order info (CG# and email address associated with your CCOM account).
I will directly send that info and your comments to CCOM's Call Center Supervisor.
Thank you.
I’ve had no issues whatsoever. Order on any day by 3 pm, delivered 2 days later! Sometimes the next day even! Depends on whether they ship Ups or postal.
Very reasonable explanation. Thanks for the insight.
I know, You're a big dog and I'm on the list.
Let's eat, GrandMa. / Let's eat GrandMa. -- Punctuation saves lives
It'll be fine once the swelling goes down.
I agree. Thank you for the explanation and hard work.
Thanks, @TheCigarChick, appreciate the honesty and the help.
Thanks @TheCigarChick for all of the work you and your coworkers are doing to keep us smoking!
Well shoot.
I will have a little extra money next month, cause I already have 21 hours OT this month.
10 more hours Saturday and 10 more the following Saturday
And those aren't OT hours that are during the regular work week.
Now I gotta figure where to get what.
Money can't buy happiness, but it can buy cigars and that's close enough.
@TheCigarChick ignore JD. You will never please him. He only wants you to hear him complain. He doesn't understand that people are working from home and person x is not sitting around on the phone waiting to hear him bītch about how his backwoods order was screwed up and he got the honey melon instead of the watermelon flavor.
I'm sure he either thinks that Corona virus is a liberal Democrat disease or he thinks that the customer service people at cigar.com should risk getting sick so they can wait around for his call.
You're in CT, so I would hope there aren't any issues coming from Eastern PA.
Unfortunately right now we have bigger issues with USPS rather than UPS, and I'm sure you can guess who's behind that slow-down!
Frank, that was my WTF. We realize you don't like JD... you're not alone in that either, but that's just wrong to call him out like that. He has a legitimate concern. If Lindsay thinks he's a waste of time, that's between him and her.
I'll not be ordering again from one of the mentioned sites after 3 orders, one shipping delay, one mis-packed order and NO Customer service other than phone, which takes hours. No response to website input from your account or email. Plenty of other merchants.
Don't let the wife know what you spend on guns, ammo or cigars.
I think every company is in the same boat right now. We should be glad that half of our purchases show up on time. Times are difficult.
Trapped in the People's Communist Republic of Massachusetts.
@peter4jc Beginning to think that someone pissed in @VegasFrank 's Wheaties over the last month.
He has been in rare form.
😅😂
Money can't buy happiness, but it can buy cigars and that's close enough.
Maybe... he's also not doing anything that all of us haven't done at one point or another. Just because you got the 0patience username first doesn't mean we shouldn't all have it applied to ourselves at times.
Your wtf doesn't bother me in the least, Peter, and neither does your opinion on the matter
. It's a good take , in fact! That's my 'like' on your post if we're keeping track.
I see your like and I raise you an agree.
I was born in rare form, Tony!
