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

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

Bayze 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.

italiamia wrote:

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.

Ram27 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.

Sunoverbeach 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.

italiamia wrote:

=d> =d> =d>

Well done.

Somebody give this noob a prize!

KingoftheCove wrote:

Maybe something from CAO?

dkeage wrote: