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Last post 21 months ago by ShanaC@CigarBid. 39 replies replies.
Terrible customer service!
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Bayze Offline
#1 Posted: Wed, Aug 24 2022, 10:54 AM EST
Joined: 06-21-2022
Posts: 1
I have emailed cigar bid three times, I have called a dozen times and get the same “all reps are busy”. Stayed on the phone for 30 minutes to get no response. I won 4) 10 pack Acid Frenchies cigars and it still says processing. Where is my order!? Why don’t you answer your phones or respond to customers. Terrible customer service, absolutely horrible. If the lot isn’t being sent, email me, let me know what’s going on. I want my cigars
DrafterX Offline
#2 Posted: Wed, Aug 24 2022, 10:59 AM EST
Joined: 10-18-2005
Posts: 98,551
Thank you come again... Mellow
Stogie1020 Offline
#3 Posted: Wed, Aug 24 2022, 10:59 AM EST
Joined: 12-19-2019
Posts: 5,335
First I have heard of this kind of issue....










I mean, who buys 40 Acid cigars?
Ram27 Offline
#4 Posted: Wed, Aug 24 2022, 11:17 AM EST
Joined: 04-30-2005
Posts: 49,018
Bayze wrote:
I have emailed cigar bid three times, I have called a dozen times and get the same “all reps are busy”. Stayed on the phone for 30 minutes to get no response. I won 4) 10 pack Acid Frenchies cigars and it still says processing. Where is my order!? Why don’t you answer your phones or respond to customers. Terrible customer service, absolutely horrible. If the lot isn’t being sent, email me, let me know what’s going on. I want my cigars







horse horse horse horse
8trackdisco Offline
#5 Posted: Wed, Aug 24 2022, 12:44 PM EST
Joined: 11-06-2004
Posts: 60,076
You know what might be a potentially fun and exciting career?

A Cbid Serive Rep.

Customers are all so patient and kind.
Always telling the reps how much they are appreciated.
Feel respected and valued at the end of the day.

Pure nourishment of the soul. Every day a walk in the clouds.

Wonder if there is a way to apply on line?
DrafterX Offline
#6 Posted: Wed, Aug 24 2022, 1:21 PM EST
Joined: 10-18-2005
Posts: 98,551
No, you have to call... Mellow
italiamia Offline
#7 Posted: Wed, Aug 24 2022, 1:41 PM EST
Joined: 05-31-2021
Posts: 8
Bayze wrote:
I have emailed cigar bid three times, I have called a dozen times and get the same “all reps are busy”. Stayed on the phone for 30 minutes to get no response. I won 4) 10 pack Acid Frenchies cigars and it still says processing. Where is my order!? Why don’t you answer your phones or respond to customers. Terrible customer service, absolutely horrible. If the lot isn’t being sent, email me, let me know what’s going on. I want my cigars



I won 4 auctions over two weeks ago for a total of 30 cigars and my order is allegedly still 'processing'. This has never happened before as the cigars usually shipped within 24 hours. Emails go unanswered and there is no living person to respond by phone. To say customer service is terrible and horrible actually is too limited. Words are hard to come by for something that frankly does not exist. There is no customer service. At his point all we can do is wait. There was no problem charging my card immediately.

One would think that somebody would come to this forum and provide some information as to the exact nature of the problem. The auctions are going 24 hours a day and the marketing emails keep coming in as well.

Just very frustrated right now.
Ram27 Offline
#8 Posted: Wed, Aug 24 2022, 1:46 PM EST
Joined: 04-30-2005
Posts: 49,018
italiamia wrote:
I won 4 auctions over two weeks ago for a total of 30 cigars and my order is allegedly still 'processing'. This has never happened before as the cigars usually shipped within 24 hours. Emails go unanswered and there is no living person to respond by phone. To say customer service is terrible and horrible actually is too limited. Words are hard to come by for something that frankly does not exist. There is no customer service. At his point all we can do is wait. There was no problem charging my card immediately.

One would think that somebody would come to this forum and provide some information as to the exact nature of the problem. The auctions are going 24 hours a day and the marketing emails keep coming in as well.

Just very frustrated right now.





Buller >>>>>>>>>>>




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ShanaC@CigarBid Offline
#1 Posted: Thu, Aug 11 2022, 4:05 PM
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Joined: 09-22-2010
Posts: 1,077

Hello everyone,

As some of you have noticed, our phone queue and customer service are a bit backed up currently. I can assure you all that we're still here and working tirelessly on getting caught up and back to the service levels you've been accustomed to over the last 25 years.

We recently added a large expansion to our warehouse to allow for better product availability and improve our operational capabilities. There have been some short-term challenges that we're working through which have led to an increase in customer service calls. We appreciate your patience and promise to correct the issues and return to normal as quickly as possible.

Thank you all for your continued support and understanding.
italiamia Offline
#9 Posted: Wed, Aug 24 2022, 1:54 PM EST
Joined: 05-31-2021
Posts: 8
Ram27 wrote:
Buller >>>>>>>>>>>




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ShanaC@CigarBid Offline
#1 Posted: Thu, Aug 11 2022, 4:05 PM
Favorites | Quote
Joined: 09-22-2010
Posts: 1,077

Hello everyone,

As some of you have noticed, our phone queue and customer service are a bit backed up currently. I can assure you all that we're still here and working tirelessly on getting caught up and back to the service levels you've been accustomed to over the last 25 years.

We recently added a large expansion to our warehouse to allow for better product availability and improve our operational capabilities. There have been some short-term challenges that we're working through which have led to an increase in customer service calls. We appreciate your patience and promise to correct the issues and return to normal as quickly as possible.

Thank you all for your continued support and understanding.




Let me say that I am stunned but grateful at such a rapid response. One thing I would also appreciate is some indication as to how you are addressing the orders from weeks ago that have yet to ship. Waiting on the phone to check the status is not an option right now.
Sunoverbeach Offline
#10 Posted: Wed, Aug 24 2022, 2:03 PM EST
Joined: 08-11-2017
Posts: 14,665
That's Ram. He won't be addressing anything as he doesn't work for Cbid. He was simply sharing information from Shana who does, but isn't nearly as regular of a forum attendee.

Phone is the best option. I know, not for you. You might get lucky with Shana seeing your post, but it's a long shot. Email has reportedly been ineffective at achieving resolution.
italiamia Offline
#11 Posted: Thu, Aug 25 2022, 10:05 AM EST
Joined: 05-31-2021
Posts: 8
Sunoverbeach wrote:
That's Ram. He won't be addressing anything as he doesn't work for Cbid. He was simply sharing information from Shana who does, but isn't nearly as regular of a forum attendee.

Phone is the best option. I know, not for you. You might get lucky with Shana seeing your post, but it's a long shot. Email has reportedly been ineffective at achieving resolution.


You were right. Phone is the best option. I was able to get through to Shana who is wonderful and they are lucky to have her working at Cigar Bid. I was told that they are moving to a new facility for most orders and they have new software that processes the order from time of winning the auction to shipping. There have been some kinks in the new process which they are trying to work out. She took care of my order and even comped the shipping and instead of the usual UPS to the Post Office bull ****, she expedited it through the USPS.


I called several times over the course of the past week. It appears that later in the day is the best time to call. Although, I was on hold for 38 minutes.
KingoftheCove Offline
#12 Posted: Thu, Aug 25 2022, 10:12 AM EST
Joined: 10-08-2011
Posts: 7,632
italiamia wrote:
You were right. Phone is the best option. I was able to get through to Shana who is wonderful and they are lucky to have her working at Cigar Bid. I was told that they are moving to a new facility for most orders and they have new software that processes the order from time of winning the auction to shipping. There have been some kinks in the new process which they are trying to work out. She took care of my order and even comped the shipping and instead of the usual UPS to the Post Office bull ****, she expedited it through the USPS.


I called several times over the course of the past week. It appears that later in the day is the best time to call. Although, I was on hold for 38 minutes.

Applause Applause Applause
Well done.
Somebody give this noob a prize!
dkeage Offline
#13 Posted: Thu, Aug 25 2022, 10:14 AM EST
Joined: 03-05-2004
Posts: 15,151
KingoftheCove wrote:
Applause Applause Applause
Well done.
Somebody give this noob a prize!

Maybe something from CAO?
KingoftheCove Offline
#14 Posted: Thu, Aug 25 2022, 10:23 AM EST
Joined: 10-08-2011
Posts: 7,632
dkeage wrote:
Maybe something from CAO?

Good call…………………but da Brazilia is still da best cigar in da world.

(The Italia is in the top 5 though…)
bgz Offline
#15 Posted: Thu, Aug 25 2022, 10:35 AM EST
Joined: 07-29-2014
Posts: 13,023
I keep telling these guys... they have to win more!

They have to put in an order that makes the guys in the back go, whoa, this dude is a baller... we should get his package out the door.

I mean, you order a handful of Brazilia and a few pack of infused chick blend acids or what ever you call them, they just ain't going to take that package seriously... they got Slow Eddie in the back packing those soft boxes... he's slow.

Buy more.
Cracker Jack Kid Offline
#16 Posted: Thu, Aug 25 2022, 12:45 PM EST
Joined: 08-23-2022
Posts: 65
This what I be telling my chickadees. If they would pack more in they would make me more money.
Sunoverbeach Offline
#17 Posted: Thu, Aug 25 2022, 5:51 PM EST
Joined: 08-11-2017
Posts: 14,665
A success story!

Now, would you mind explaining to Mrs. Beach that I am, in fact, right on occasion?
Cracker Jack Kid Offline
#18 Posted: Thu, Aug 25 2022, 6:15 PM EST
Joined: 08-23-2022
Posts: 65
I could definitely tell but I could show her better.
Sunoverbeach Offline
#19 Posted: Thu, Aug 25 2022, 6:41 PM EST
Joined: 08-11-2017
Posts: 14,665
Yeah, you can keep your twig to yourself, Chuckles
Cracker Jack Kid Offline
#20 Posted: Thu, Aug 25 2022, 7:00 PM EST
Joined: 08-23-2022
Posts: 65
No twig here , I can make a movie anyday.Maybe not as good as Frankie. But these bitches in south Philly like it.
Sunoverbeach Offline
#21 Posted: Thu, Aug 25 2022, 7:08 PM EST
Joined: 08-11-2017
Posts: 14,665
No twig? So you've transitioned? What are your preferred pronouns?
ShanaC@CigarBid Offline
#22 Posted: Thu, Aug 25 2022, 8:28 PM EST
Joined: 09-22-2010
Posts: 1,090
Bayze wrote:
I have emailed cigar bid three times, I have called a dozen times and get the same “all reps are busy”. Stayed on the phone for 30 minutes to get no response. I won 4) 10 pack Acid Frenchies cigars and it still says processing. Where is my order!? Why don’t you answer your phones or respond to customers. Terrible customer service, absolutely horrible. If the lot isn’t being sent, email me, let me know what’s going on. I want my cigars



Apologies on the delay. With undergoing our Warehouse expansion, new operating system and moving product to coincide; we are delayed in some orders.

Your order is shipping out tomorrow.

Have a good evening.
ShanaC@CigarBid Offline
#23 Posted: Thu, Aug 25 2022, 8:29 PM EST
Joined: 09-22-2010
Posts: 1,090
italiamia wrote:
I won 4 auctions over two weeks ago for a total of 30 cigars and my order is allegedly still 'processing'. This has never happened before as the cigars usually shipped within 24 hours. Emails go unanswered and there is no living person to respond by phone. To say customer service is terrible and horrible actually is too limited. Words are hard to come by for something that frankly does not exist. There is no customer service. At his point all we can do is wait. There was no problem charging my card immediately.

One would think that somebody would come to this forum and provide some information as to the exact nature of the problem. The auctions are going 24 hours a day and the marketing emails keep coming in as well.

Just very frustrated right now.



Hello,

I was able to get this order shipped today for you. Apologies on the delay.

Take care.
frankj1 Offline
#24 Posted: Thu, Aug 25 2022, 8:51 PM EST
Joined: 02-08-2007
Posts: 44,221
KingoftheCove wrote:
Applause Applause Applause
Well done.
Somebody give this noob a prize!

the prize is processing...
italiamia Offline
#25 Posted: Thu, Aug 25 2022, 9:17 PM EST
Joined: 05-31-2021
Posts: 8
ShanaC@CigarBid wrote:
Hello,

I was able to get this order shipped today for you. Apologies on the delay.

Take care.


I received notification of the shipment via email today, Shana. Thank you again for your help. Much appreciated.
mcr024 Offline
#26 Posted: Fri, Aug 26 2022, 9:42 AM EST
Joined: 08-06-2018
Posts: 1
I have been calling and emailing for the past week and still no response, my payment is correct in cigarbid but still the transaction is not going through. My order is still processing, and everyday have waited over a half hour to an hour.
corey sellers Offline
#27 Posted: Fri, Aug 26 2022, 10:58 AM EST
Joined: 08-21-2011
Posts: 10,363
Holy sh it who the hell smokes 40 acid cigars in a lifetime.
Plowboy221 Offline
#28 Posted: Fri, Aug 26 2022, 1:10 PM EST
Joined: 03-03-2013
Posts: 5,144
italiamia wrote:
I received notification of the shipment via email today, Shana. Thank you again for your help. Much appreciated.



We still haven’t gotten to see a picture of your cans that’s real customer service , ya know….


In memory of
Wheel
Ram27 Offline
#29 Posted: Fri, Aug 26 2022, 1:57 PM EST
Joined: 04-30-2005
Posts: 49,018
d'oh!
Stogie1020 Offline
#30 Posted: Fri, Aug 26 2022, 2:39 PM EST
Joined: 12-19-2019
Posts: 5,335
corey sellers wrote:
Holy sh it who the hell smokes 40 acid cigars in a lifetime.

Brick wall See post #3
MojoFilter Offline
#31 Posted: Fri, Aug 26 2022, 2:41 PM EST
Joined: 07-11-2015
Posts: 124
Shana.......any chance you can take a look at my order? It's a pretty large order for a Bachelor Party, next Saturday. The order confirmed on 8/17/22. Anything you can do......will be greatly appreciated. Thank you!
tonygraz Offline
#32 Posted: Fri, Aug 26 2022, 3:55 PM EST
Joined: 08-11-2008
Posts: 20,253
corey sellers wrote:
Holy sh it who the hell smokes 40 acid cigars in a lifetime.


Potpourri freaks.
frankj1 Offline
#33 Posted: Fri, Aug 26 2022, 9:12 PM EST
Joined: 02-08-2007
Posts: 44,221
MojoFilter wrote:
Shana.......any chance you can take a look at my order? It's a pretty large order for a Bachelor Party, next Saturday. The order confirmed on 8/17/22. Anything you can do......will be greatly appreciated. Thank you!

you do know she isn't a stripper, right?
1073564 Offline
#34 Posted: Fri, Aug 26 2022, 9:37 PM EST
Joined: 04-25-2010
Posts: 2
Ditto. They waited to charge my account, and when they finally did it didn’t have enough in it, and then they robo called me to tell me to call them back…1.2 hours later, still no actual person to talk to, and no response to multiple messages to the customer service box. Have never gotten my stuff, have asked them multiple times to charge me again and ship, but nobody ever responds and essentially my account is dead because I cannot go forward or even just move on.

I’ve loved them for years - and still want to work with them, but this is ridiculous.
1073564 Offline
#35 Posted: Fri, Aug 26 2022, 9:43 PM EST
Joined: 04-25-2010
Posts: 2
Ditto. They waited to charge my account, and when they finally did it didn’t have enough in it, and then they robo called me to tell me to call them back…1.2 hours later, still no actual person to talk to, and no response to multiple messages to the customer service box. Have never gotten my stuff, have asked them multiple times to charge me again and ship, but nobody ever responds and essentially my account is dead because I cannot go forward or even just move on.

I’ve loved them for years - and still want to work with them, but this is ridiculous.
KingoftheCove Offline
#36 Posted: Fri, Aug 26 2022, 9:44 PM EST
Joined: 10-08-2011
Posts: 7,632
frankj1 wrote:
you do know she isn't a stripper, right?

Mojo was just dreaming…
Sunoverbeach Offline
#37 Posted: Fri, Aug 26 2022, 10:00 PM EST
Joined: 08-11-2017
Posts: 14,665
Opening a double post with "Ditto." Ah, the irony
ShanaC@CigarBid Offline
#38 Posted: Sat, Aug 27 2022, 6:04 AM EST
Joined: 09-22-2010
Posts: 1,090
MojoFilter wrote:
Shana.......any chance you can take a look at my order? It's a pretty large order for a Bachelor Party, next Saturday. The order confirmed on 8/17/22. Anything you can do......will be greatly appreciated. Thank you!



Good morning,

I'm looking into your order with the warehouse.

Thanks.
ShanaC@CigarBid Offline
#39 Posted: Sat, Aug 27 2022, 6:12 AM EST
Joined: 09-22-2010
Posts: 1,090
1073564 wrote:
Ditto. They waited to charge my account, and when they finally did it didn’t have enough in it, and then they robo called me to tell me to call them back…1.2 hours later, still no actual person to talk to, and no response to multiple messages to the customer service box. Have never gotten my stuff, have asked them multiple times to charge me again and ship, but nobody ever responds and essentially my account is dead because I cannot go forward or even just move on.

I’ve loved them for years - and still want to work with them, but this is ridiculous.



Good morning,

I took care of your order and will make sure it goes.

Thanks.
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