- Report: #1225771
Complaint Review: Famous-Smoke.Com - Nationwide
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Author Not Confirmed
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Famous-Smoke.Com
Nationwide, USA
Web:
www.famous-smoke.com
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Famous-Smoke.Com Stupid customers, why are they bothering us with stupid questions? PA Nationwide
I called in after placing my first order with famous-smoke.com, only to find out that they shipped my cigars to my billing address instead of my shipping address, even after I had emailed them to confirm that they got the two correct and that they would not be confused. The customer service agent was extremely pushy and defensive when I was trying to find out how they were going to fix the issue, and I wasn't satisfied with "We'll deal with it once you receive the cigars at the wrong address... just call us back" I quickly asked to speak with a supervisor so that we could reach a resolution by the time we got off the phone, where Renee (the supervisor) would tell me that it was my fault for their system sending my items to the wrong address, and that she would send out replacement cigars immediately. One week after that call, I called for a status update on my cigars, and quickly found out that the replacements had not been sent, nor would they be sent until my old ones were returned, which was not what Renee and I had discussed. My interactions with famous-smoke.com have led me to believe that customer satisfaction is not their priority. Follow through is lacking, and they do not trust their customers. Clearly this company has been around for long enough that they don't care about satisfying or impressing new customers. It's interactions like these that will keep my local cigar shop in business. My local shop would never treat me the way famous-smoke has. There's something to be said about being welcomed into a store, walking into the humidor, choosing a cigar, and being appreciated by the staff when you leave. Famous-Smoke.Com did none of this for me. I would not recommend this company, as they are not in the business of satisfying nor respecting their clients. Don't believe me? Give them a call and ask some questions yourself.
1 Updates & Rebuttals
Famous-Smoke Cares About Social Media
#2Author of original report
Tue, May 05, 2015
Update 5/4/2015:
Immediately after writing my original review of famous-cigars.com, I decided to share my experience on twitter, as well as tag Famous Cigars in my post (@FamousCigarShop #cigars). I'm pleased to report that while their customer service department who handles incoming phone calls might not put much importance on customer relationships or satisfaction, they DO care about social media interactions & posts about them. As a consumer, I think that it's shame that one would need to turn to social media in order to get action and reach a resolution with a company, but I WILL say that once the online customer engagement department found my post, they wanted to do whatever they could to make things right. Gina (Customer Engagement Manager) from Famous Smoke did not take my comments on twitter lightly, as she looked into the matter immediately, and offered an above-and-beyond resolution, which included a consolation gift for my package being over a week late, and she topped it all off with over night shipping to my house. THIS is customer service. THIS is what I had wished for when I called in to get my order fix. Accountibility and customer appreciation is all I wanted from famous-smoke. While I didn't get it the first time around, all was well by the end.
