Age Verification and Customer Service

DCutler

I have ordered from cigars.com before now, and it was a fine experience. Whether some new law went into effect, I do not know, but now they require age verification, and it is horrible! I don't mind taking steps to stop minors from accessing tobacco products, but this was not acceptable.

I ordered some cigars to be shipped to my father for his birthday. The cigars.com website asked me some questions to determine my age. I answered them and it said they could not verify and that I needed to deal with the Veratad website to verify my age. Fine. I go there and do what they asked, including uploading a photo of my driver's license.

I later get an email saying they could not verify my age, with no explanation in the email. I call cigars'com and I am told that the recipient's age also has to be verified, so I go to Veratad and do the same for my father, after having asked him to send me a photo of his dirver's license to upload to Veratad (which ruined the surprise factor of the gift, BTW).

I then get an email saying they could not verify my age, with no explanation in the email. I again call cigars.com and am told that my father's verification cannot come from the same email as mine. They say that my dad has to just send them an email with the order #, a photo of his license, and Age Verification in the subject line.

I have my father send the email. I then get an email saying they could not verify my age, with no explanation in the email. I again call cigars.com. and this time they say that an email is not sufficient and that my father has to log into the Varatad site and upload his info and license directly.

My father does that. By this time, his birthday is long past. No email is received. I get a warning from cigars.com that my order will soon expire if age is not verified. So, I call them, ask to speak to a supervisor, and explain my situation and that if the order is not approved and shipped today, I will cancel it. They finally, after some checking, agreed and approved the order.

2 weeks and all of those hoops do not make for an experience I will ever wish to repeat.

peter4jc

Dang, that's a shame! Too bad there aren't a zillion other places to buy from, and that you didn't see the first hurdle as a sign from the universe to take your business elsewhere. Of course, Ccom is the only place any of us spend our money, so I would never advocate any other website, if you catch my drift.

ShawnOL

Ok DCutler, if in fact that is your real screen name. How do we verify you're not AI?

Yakster

Cigars.com is a different site than this one, cigar.com, so it sounds like you had a bad experience with a different site.

Rdp77

I’ll bring it up at the next board meeting.

Vision

@Rdp77 said:
I’ll bring it up at the next board meeting.

Noted.

Vision

Can we flush this post? Guy didn't even know it's the wrong site.

ShawnOL

I wonder how much money that other site makes off of people thinking they're at ccom.

dirtdude

@Vision said:
Can we flush this post? Guy didn't even know it's the wrong site.

Don't flush it yet, @VegasFrank and @Bob_Luken as board members always get a say

VegasFrank

They always do age verification when you try to send cigars to a different address than your own. They're protecting their **** and it's a pain in the ass and why don't you just get your dad a tie or a golf ball holder or something else? In short, we are not tech support and we do not give a fuçk.

Have a nice day.

Yakster

That's why you're IDGAFrank.

IndustMech

👎

rsherman24

Go away before someone finds out you really are