So, as a special Christmas gift to myself I decided I was going to buy a box of Camacho Triple Maduro. I scour the internet looking to find a "deal" on them. I stumble upon a place in Bay Harbor Islands, FL that was advertising the 11/18 at a sale price which was fantastic. I did my CI/CBID duty and called the mothership asking if they would consider matching the price (BOY!, do i wish they had, but they explained they don't match "sale prices", only list priced items). This place advertised the stogies as one would expect, 21 cigars to a box (which has been the packaging for at least two years, as far as I know). However, what arrived was the old packaging of 18.
So, I make an initial call to this company and was told "we'll make it right". All my subsequent calls and e-mails were completely ignored, no responses at all. I supplied 4 pictures in all, the box and its contents, each layer of cigars, first layer of 7, second of 6, and the last layer [unfortunately, I had given two of stogies away upon opening the box at work and didn’t discover it was the old packaging until later, after I arrived home [I have nothing to hide] but it was clear, based on the pictures, only two more sticks would fit into that box). 7+6+5 = 18.
After three days of trying to contact someone (anyone), I finally get someone via the Chat Help Line. I spent an hour online with her, only to be basically called a liar, repeatedly. I even went so far as to offer to send the empty box back (at my cost) for them to inspect and try to fit 21 stogies into the box, the response was "come down here and count the boxes we’ve counted.” Seriously? What kind of response is that?
I asked, numerous times, during the ‘chat’, when I would be able to speak to John (the person who said they “would make it right’) only to have the question ignored again and again. (Just as a reference point, let me say, just prior to getting in contact with the chat line, I called looking for John. I was told I just missed him, he had just left. The 'chat' person told me he wasn't in at all that day:^o ). I asked if the Camacho Rep was contacted, as they said they were going to do, the response, “not yet, maybe we’ll get lucky tomorrow.” REALLY??? MAYBE??? As the title implies, "Nightmare Customer Service - absolutely zero customer service skills; very amateurish and unprofessional responses with no solutions.
After nearly an hour they offered to send the 3 cigars “with my next order”. WHAT???? Are you kidding??? NEXT ORDER???? Why in the WORLD would I give you another order based on my current experience???
If anyone is interest to know who this company is, you can e-mail me at acsom2 at hotmail.com, I'll be more than happy to share it with you.
I will strongly suggest staying far FAR away from them.
