- Report: #948132
Complaint Review: Cigars International - Bethleham Pennsylvania
Reported By:
Jason -
Fruit Cove, Florida, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Cigars International
1911 Spillman Dr Bethleham, 18015 Pennsylvania, United States of America
Phone:
(888) 244-2790
Web:
www.cigarsinternational.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Cigars International Cigarsinternational.com Product Never Received in Mail. Tracking # confirmed NOT received. CI Refused Refund. Bethleham, Pennsylvania
August 29th, I purchased a few pipe accessories from Cigar International (CI). I monitored the progress of my package online with the UPS Tracking number provided. UPS per CI transferred the package to USPS. A week later, when it should have been delivered, the status said that USPS had attempted delivery and left a note on my door. Out of CI's control, USPS appeared unsure where my package was. I contacted CI. They insisted I handle this and visit my local USPS office. Over the next 3 weeks, I visited 3 separate USPS locations on 4 occasions. This occurred on 4 separate days during what was normally my lunch hour and during this time, I was in constant communication with CI attempting to track down my package. After a week, it was apparent something was wrong. I told CI that I would need a refund on my purchase but continued to try to obtain the package so I could return it to them in good faith as the items I needed were time sensitive and I had to visit a local store to obtain them.
After my last visit as USPS, I was informed per the shippers request, they mailed the package back to CI. I informed CI of this and asked if they received it. CI's response was that the package was mailed and this was "my issue to handle". I have the tracking number they provided me that showed I never received my package and told them I had no idea just what they put on the box as my address or the instructions they provided USPS/UPS and they needed to refund my purchase but they refused. Cigar International will not email you directly. You either call their phone number or use their website to communicate with their customer service. What I did not know was that after a 2 weeks, your communications with their customer service representatives are deleted so all communication I had had with them for almost a month conveniently disappeared like it never happened.
It is regrettable that I wasted as much time as I did for an order less than $20 dollars. I was trying to do what I thought was the right thing to do to get CI their merchandise back when it appears their motive was to stall me for 45 days so I would be unable to file a dispute with PayPal or my Visa Card.
After my last visit as USPS, I was informed per the shippers request, they mailed the package back to CI. I informed CI of this and asked if they received it. CI's response was that the package was mailed and this was "my issue to handle". I have the tracking number they provided me that showed I never received my package and told them I had no idea just what they put on the box as my address or the instructions they provided USPS/UPS and they needed to refund my purchase but they refused. Cigar International will not email you directly. You either call their phone number or use their website to communicate with their customer service. What I did not know was that after a 2 weeks, your communications with their customer service representatives are deleted so all communication I had had with them for almost a month conveniently disappeared like it never happened.
It is regrettable that I wasted as much time as I did for an order less than $20 dollars. I was trying to do what I thought was the right thing to do to get CI their merchandise back when it appears their motive was to stall me for 45 days so I would be unable to file a dispute with PayPal or my Visa Card.
2 Updates & Rebuttals
Dave
Alabama,ok
#2Consumer Comment
Thu, July 11, 2013
Thanks for warning us. This is where I been buying my cigars from and never had any problems
http://www.taxfree-smokes.com/?aid=10620791
SteveM
Bethlehem,Pennsylvania,
United States of America
I would like to help
#3UPDATE Employee
Tue, October 02, 2012
Good morning,
Please accept my sincere apologies for the manner in which your order was handled. I can assure you, that it is not how we want our customers treated. We consider it a privilage to work in this industry, an industry that is all about repeat customers. We would be unable to retain our customers if we continued treating them in this manner. It appears that additional training is needed. I would like to pin point the individuals and the process. I would encourage Jason from FL to contact me directly. I would like to investigate the order and put into place measures that would avoid this situation in the future.
While it doesn's seem evident by Jason's post, we work hard every day to provide our customers with the best possible experience. I would like the opportunity to re-earn Jason's trust in our company and make this right.
Repectfully,
Steve McDevitt
Director of Customer Service
Cigars International
[email protected]
